Reese Thoen

Experience

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  Tactile Medical

  Jul 2016 - Apr 2022

  -Studied and debugged existing code daily to streamline workflows and processes, ultimately creating a sustainable and scalable application.-Handled 100% of incoming department tickets, including preliminary research and debugging, triaging, and escalation.-Collaborated with Senior Developers to learn techniques for writing practical and efficient code.-Communicated progress and roadblocks of programming projects with stakeholders and found effective compromises to meet their needs as well as deadlines.-Developed and implemented an automated module used to control employee access and status upon termination.-Ensured medical data security through access control and HIPAA compliance. Show less -Worked extensively in ServiceNow, using it as the primary ticketing system for Incidents, Changes, Requests, and Problems.-Primary contact for the internal support desk. Included taking calls, screening and prioritizing emails, and interacting with corporate employees, field sales representatives, and contracted field agents.-Communicated with employees to keep them updated on service requests and gather needed information, while showing empathy and demonstrating understanding of technical problems.-Collaborated with multiple teams to pinpoint areas requiring improvement in applications, prioritized problems with developers, and created knowledge articles for employees and customers to use for self-help.-Oversaw the ITIL process of ticket resolution and closure within the IT department, which included 30,000+ closed incidents of my own.-Coordinated multiple facets of the MACD process for all company employees, including account setup, application and data access, and configuration, deployment, and management of mobile devices.-Earned an ITIL4 Foundations certification. Show less

  • Associate Application Developer

    Dec 2020 - Apr 2022

  • Application Support Analyst

    Jun 2017 - Dec 2020

  • Application Support Intern

    Jul 2016 - Jun 2017
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  DailyPay, Inc.

  May 2022 - Aug 2022

  Incident Response Manager

  -Coordinated rapid response plans to incidents around the clock, including initial response, root cause analysis, and long and short term corrective actions.-Managed open tickets throughout the entire incident lifecycle from detection, through the post-mortem process, and follow-up on corrective action plans.-Authored internal documentation to provide knowledge on incident categorization, departmental playbooks, and other related processes.-Assisted with implementing an external status page to communicate internal maintenance, degraded performance, and outages across all facets of the company to ensure visibility and transparency with customers, partners, and vendors.-Collaborated with managers to create and monitor measurable KPIs for the Incident Management team.-Aided in redefining incident priority and severity to help understand the needed response and impact on the company. Show less

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  Prime Therapeutics

  Sept 2022 - Feb 2024

  ITSM Analyst - Senior

  -Coordinate the completion of the Operational Readiness Checklist for all new applications entering the company’s network in order to ensure complete support coverage upon the go-live date.-Oversee the Change Advisory Board and Technical Review Board meetings on a weekly basis, and grant approval for all medium and high risk changes performed by the IT team.-Provide ITSM training, transition wave planning, and Operational Readiness Checklists for 400+ applications in order to assist with the applications and technology transition of a newly acquired company.-Maintain and control the quality of Change Request records in ServiceNow to ensure accuracy and transparency for the business’ planning and reporting.-Participated in Post Change Review and Post Incident Review meetings to discuss service shortcomings and perform root cause analysis following outages and degradations. Show less

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  Baker Tilly

  Feb 2024 - now

  ITSM System Administrator