Eric Atwood
Lansing,IL
Summary
Engineering professional with proven ability to innovate and solve complex technical challenges. Known for delivering high-quality solutions and driving team success through effective collaboration and adaptability. Skills include systems analysis, project management, and technical troubleshooting.
Overview
19
19
years of professional experience
Work History
OBSERVABILITY ENGINEER
AHEAD LLC
Chicago, IL
05.2022 - 07.2024
- Managed and oversaw the automation of LogicMonitor, cloud-based infrastructure monitoring platform for metrics, logs, and applications for business clients.
- Increased productivity and efficiency by identifying and detecting anomaly patterns and providing solutions. Thoroughly defined KPIs and SLAs that are in accordance with important business requirements and client expectations.
- Managed the setup of baseline monitoring for services used with Azure, AWS and GCP cloud in LogicMonitor.
- Created dashboards, graphs, and monitors to provide a visual component that represents monitored data to identify trends and performance.
- Reports were generated for customers via LogicMonitor application tool or Rest API using Python script for larger queries.
- Managed LogicModules creating data definitions and configurations for data collection and aligning of alert metrics. Troubleshoot module scripting problems with Bash, Powershell, Groovy, regex, and python.
- LogicMonitor application management and providing support for all teams. Implementation of products, software upgrades, and administration for the company and clients.
- Managed RBAC and addressed MFA authentication issues.
SYSTEM ENGINEER
Canadian National Railway
Homewood, IL
05.2018 - 05.2022
- Managed project implementation of CAD-simulated PDS application that tracks and controls train movement on CN Railway. The project was delivered well ahead of the expected schedule, improving CN railroad network.
- Created and managed documentation in Confluence for team knowledge articles. Facilitated effective team building and problem-solving skills.
- SME for all applications and components for (Precision Dispatch System (PDS), Train Management Dispatch System (TMDS), Positive Train Control (PTC) and Siemens (BOS) Back Office Server). Assisted rail traffic dispatchers and other CN personnel.
- Managed project deliverables, change management, and incidents. Directly responsible for modifications pertaining to applications BOS, PDS, and PTC application upgrades.
- Responsible for application design, deployment, and creation phases. DevOps testing of application changes and enhancements.
- SME for middleware components Tuxedo, MQ, and WebLogic. In charge of all troubleshooting, upgrades, and updates.
- Validated information on issues by querying SQL and Oracle databases. Grafana used to parse detailed database information.
- Provided detailed analyzed investigations on all railroad transportation-related incidents pertaining to train movement and application performance.
SYSTEM ENGINEER
United Airlines
Arlington Heights, IL
10.2016 - 05.2018
- Managed and supported all critical airline applications and company website functions using AppDynamics.
- SME for troubleshooting of all Middleware components (MQ, Tuxedo, Weblogic). Managed support for all operating systems and applications.
- Administered all company monitoring tools: HP (BSM, SiteScope, HPSM, Insight Manager, OpenView), SCOM.
- Managed change, problem and incident management calls, identifying root cause and next steps, improving MTTR.
- Provided detailed information for escalation teams on all issues.
- Ability to capture, organize, and analyze information and concurrently work with various monitoring tools and provide solutions.
NOC TECHNICIAN II
Nuveen Investments
Franklin Park, IL
07.2015 - 10.2016
- Competent technical support and admin for range of monitoring solutions in an enterprise setting, including (SCOM, SCCM, HP BSM, SiteScope, SMC, HPSIM, OneView).
- SME for TWS batch job processing and remediation.
- Managed datacenter requests for cabling, rack, and stack. Communicates with all teams on monitors and remediation of issues.
- Symantec NetBackup remediation and support.
- Supporting infrastructure, applications, troubleshooting problems and investigations of logs.
- Remediated all network equipment issues reported in Solarwinds.
- Tracked and troubleshot issues with the MPLS circuits until resolution.
- Managed Microsoft patching validation through SCCM for server updates monthly.
NOC LEAD/SHIFT SUPERVISOR
Motorola Mobility
Chicago, IL
03.2014 - 07.2015
- Managed and supervised IT, NOC & Cloud Services on operational issues.
- Worked with developed and hosted web applications using Google GAE-(PaaS), IaaS, GCE cloud computing platform.
- Monitored and remediated problems in HP-BAC, Nagios Cacti and NetApp.
- Responsible for communicating high-severity issues to management at all levels.
- Handled VMware 5.5 and Azure node remediation.
- Supported and monitored phone OTA (Over the Air) upgrades and campaign pushes.
- Provided Linux administration services as needed.
TECH OPS/WEB SYSTEM SUPPORT/PROGRAM MANAGER
Sprint
Overland Park, KS
02.2013 - 04.2014
- Managed and monitored measurements of web page and transaction performance globally are provided in real-time for availability and response times with Gomez. Created Gomez scripts and dashboards; also reviewed monitors and responded to alarms for problems with the website, opened tickets, and engaged teams as needed for resolution.
- Measured website page views, visits, and real-time data from Omniture (Site Catalyst). Providing real-time web analytics intelligence for strategies and marketing initiatives and problem resolution.
- Used Tealeaf CX to provide visibility into the online customer session experience. Monitored Tealeaf dashboards for changes affecting e-commerce.
- Investigated UI SDK captures for unusual customer behavior and interaction with RIAs in Tealeaf.
- Collected and analyzed data to identify root causes of process bottlenecks and errors. Worked with process stakeholders to recommend solutions for improvements and to establish performance measures.
- Represented the business and provided high-severity communication on issues.
NETWORK TECHNICAL SUPPORT ADMIN
Global Employment Solutions / Morningstar
Chicago, IL
07.2012 - 07.2013
- Deployed client requests for F5 load balancer configuration changes in an enterprise financial data network. Provided application support and load balancing (LTM, GTM) BigIP-F5, Web acceleration.
- Managed the event monitor setup in such tools as HP SiteScope and HP Systems Insight Manager, Nagios, Cacti, and BMC Patrol Suite (TM ART, BPPM). Monitored servers, network, and website availability and response times.
- Remediated VMware ESX problems and snapshot cloning issues as well as NetApp filer issues.
- Communicated and escalated technical issues to third-level support and other stakeholders.
OPERATIONS CENTER ADMINISTRATOR II
Classified Ventures
Chicago, IL
11.2010 - 01.2013
- Handled change management and code release processes and monitored changes using Build Forge.
- Managed and monitored online applications and database systems and submitted batch jobs for execution for data systems.
- Managed and monitored alerting in SCOM and Tivoli Enterprise/Integrated Portals (TEP, TIP) for any application, database, system, server, or cluster-related incidents. NetCool/Omnibus event management.
- Managed incidents in TSRM (Tivoli Service Request Manager) and documented policies and procedures.
- Troubleshooting experience covering systems networking and website applications with Dynatrace.
- Identified and investigated website for improvement or problems, bottlenecks due to trouble with design, functionality, flow, usability, etc.
- Performed Unix, Linux, and Windows administration. Worked with JVM instances and script execution.
- Monitored and resolved issues with VMware ESX hosts.
OPERATIONS ANALYST/TEAM LEAD/SHIFT SUPERVISOR
Fidelity Information Services
Chicago, IL
10.2005 - 11.2010
- Monitored and managed Tivoli Enterprise/Integrated Portals (TEP, TIP) for customer applications, system, website and network/systems infrastructure, documented events and performed corrective action in response to alarms, traps to resolve issues.
- Managed and lead conference bridges for immediate team escalation on high severity outages to improve MTTR.
- Maintained the appropriate SLA ensuring that analysts comply with ITIL standards.
- Monitored and troubleshoots VMware ESX hosts problems until resolution.
- Remediated Veritas Netbackup 6.5 and off-site vaulting concepts and provided reporting.
- Monitored enterprise EMC SAN resources availability and performance issues.
- Monitored and resolved issues with VMware ESX hosts.
Skills
- Linux
- LogicMonitor
- Oracle
- API
- AppDynamics
- Middleware
- Python
- ServiceNow
- Dynatrace
- SCCM
- Windows
- APM
- SCOM
Websites
Timeline
OBSERVABILITY ENGINEER
AHEAD LLC
05.2022 - 07.2024
SYSTEM ENGINEER
Canadian National Railway
05.2018 - 05.2022
SYSTEM ENGINEER
United Airlines
10.2016 - 05.2018
NOC TECHNICIAN II
Nuveen Investments
07.2015 - 10.2016
NOC LEAD/SHIFT SUPERVISOR
Motorola Mobility
03.2014 - 07.2015
TECH OPS/WEB SYSTEM SUPPORT/PROGRAM MANAGER
Sprint
02.2013 - 04.2014
NETWORK TECHNICAL SUPPORT ADMIN
Global Employment Solutions / Morningstar
07.2012 - 07.2013
OPERATIONS CENTER ADMINISTRATOR II
Classified Ventures
11.2010 - 01.2013
OPERATIONS ANALYST/TEAM LEAD/SHIFT SUPERVISOR
Fidelity Information Services
10.2005 - 11.2010