Associate Of Computer in Computer Science

(Austin Community College)

I maintained a perfect 4.0 GPA for in-area coursework and a 3.9 GPA overall while taking classes in evenings and weekends.

• Programming Fundamentals I (Python)
• Programming Fundamentals II (C/C++)
• Programming Fundamentals III (Data Structures)
• Computer Organization and Machine Language

Bachelor of Arts in History

(Michigan State University)

Studying history as part of a well-rounded undergraduate education, I was able to sample widely from the coursework available at MSU. I specialized in European History, and was granted special permission to take some graduate-level courses relevant to my research interests, which included the development of print and the history of science. In addition to academic pursuits, I was active in a number of organizations including the International Relations Organization, Model United Nations, and student housing cooperative Montie House.

---

Lead Systems Administrator - Mission Control Center

(current position)

At the Mission Control Center (MCC), I am responsible for building a true Incident Management discipline at Electronic Arts (EA).

• devising and implementing standardized incident management procedures and improvements, from severity classifications to detailed contingency planning and escalation strategies, including communication, training and coaching to ensure uniform application across timezones and geographies
• working alongside studio teams to on-board and plan for the launch of new online game titles, including Battlefield 2042, Need For Speed: Heat, Knockout City, Plants Vs. Zombies: Battle for Neighborville, Star Wars: Squadrons, UFC 4, Need For Speed: Payback, as well as several yearly installments of the FIFA, Madden, and NHL franchises and nearly a dozen season launches for Apex: Legends
• absorb the duties of several offshore teams with a smaller, more agile in-house team while improving quality and satisfaction among customers and partners
• improving consistency and quality of incident reports via automation and training
• reducing alerting noise by working with service owners to improve monitoring strategies and infrastructure

---

Lead Incident Manager

As Lead Incident Manager, I was responsible for high-level monitoring, incident management, and change management. In this role, I had the opportunity to manage relationships between diverse functions and brands including operations, datacenters, development, finance and public relations. As Lead Incident Manager I took on fewer direct-monitoring incident management duties and instead focused on:

• implementation of the company's first Enterprise-wide Change Management process and policies
• conducting blameless post-mortems of previous incidents
• suggesting and implementing change to incident alert procedures, including maintenance of several emergency alert systems (Everbridge, xMatters, Pagerduty)
• maintaining process and policy documentation for the rest of the department, including for training purposes
• developing and maintaining specialized support scripts and software in Python, PHP, and Shell/Bash
• integrating newly-acquired properties and companies into enterprise-wide procedures

Incident Analyst

As an incident analyst in the Command Center department, I was primarily responsible for day-to-day incident management tasks, including

• monitoring system health via Zabbix, Icinga, and in-house monitoring tools.
• declaring incidents and leading their resolution
• running high-pressure incident phone bridges convened with subject-matter experts from across the company
• keeping up-to-date contact and alert information for necessary subject-matter experts

Linux Support Administrator

As a Linux systems administrator for Hostgator (now part of the Endurance International Group), I was part of our round-the-clock systems administration team, handling customer inquiries and requests, performing maintenance in LAMP/cPanel shared server environments as well as custom environments using a wide variety of technologies, including:

• Apache, Nginx
• MySQL, PostgreSQL, MongoDB
• NodeJS, Ruby On Rails, Wordpress

This was a fast paced environment where it was frequently necessary to understand new technologies quickly and to work under time pressure. During my time in this role, I rarely missed very strict performance metric goals, and received the “Employee of the Month” honor.

ESL Teacher

(various employers)

I worked as an ESL (English as a second language) teacher in a number of settings including private tutoring students, daycare and after-school programs, and University courses, both in the United States and abroad in Kraków, Poland. This experience improved my fluency with public speaking, including my skill in changing my register to new audiences as appropriate to them. I designed lesson plans, activities, and field trips to supplement ordinary classroom-based instruction.

After-School Program Coordinator

(Saginaw Public Schools — Saginaw, Michigan)

As part of the Federally-funded 21st Century Program, I coordinated a slate of educational after-school activities for middle-school aged children at Willie E. Thompson Middle School. Activities included structured debate, creative writing, problem-solving, and team-building activities. I was also responsble for a number of reports necessary to maintain grant funding for the program.

Substitute Teacher

(PCMI Services — Saginaw, Michigan)

As a substitute teacher employed by a firm serving multiple districts in the Mid-Michigan Area, I was called upon to teach at every level from Kindergarten to High School on short notice. I taught all subjects, from basic reading to high-school math. I was frequently sought-out specifically by several teachers and principals who were very happy with my work, and more than once engaged for week-long stints in the same classroom, fleshing out lesson plans with my own activities.