Ian McAuley

Attentive & detail-oriented IT professional with expertise in security program development, technical assessments, auditing, and program/policy development seeking a role in cyber security; while aiming to drive business growth and improve operations in a collaborative, fast-paced environment. 

BANK OF AMERICA, CHANDLER, AZ                                                              MAY 2023 - PRESENT

Production Support Engineer via Apex Technology

Application Production Support for Banking Applications, primary responsibilities are identification and resolution of production incidents. Problem Management post incident resolution to determine root cause, mitigating actions, drive and track permanent resolution. Management of incident and problem tickets through the enterprise ITSM tool.

Essential Job Functions:

• System Capacity and Performance Management via Dynatrace Tool
• Working with development teams for implementing training of new services or significant upgrades.
• Providing support for Security Audits (internal and external).
• Stakeholder management, working closely with Business, Operations partners, and Security to prioritize defect fixes and enhancements

BANK OF THE WEST, PHOENIX, AZ                                                                   MARCH 2023 - MAY 2023

Production Support Engineer via TATA Consulting

Apply Technical skills to support banking infrastructure and Payments Hub Products.

Essential Job Functions:

• Apply knowledge of the tools and technologies used by the team – Informatica, Toad, SQL, PL/SQL, SharePoint, JIRA, Confluence, etc.

Early Warning Services, LLC, Scottsdale, AZ                                     AUG 2020 – JAN 2023 

Production Engineer

Managed day-to-day operations and ensured high availability and performance of production systems and services. Worked with cross-functional teams to resolve issues and implemented processes for stability, reliability, and security. Monitored systems, provided on-call support, and continuously improved production support processes. Maintained system documentation and communicated regularly with stakeholders and security architects. Ensured compliance with security and data privacy policies. Staying up to date with industry trends. Manages low, medium, and high-tier security-related tickets.

Selected Contributions: 

• Remediated through coordinating vulnerability mitigation efforts across multiple teams. 95% of Vulnerabilities on 220 Assigned Servers within two months (10,000+ Vulns Remediated). 
• Automated IT Help-desk procedures, resulting in a 30% drop in internal ticket volume.
• Enhanced stakeholder self-service capability with custom XML and permission groups, cutting request volume by 20%.
• Streamlined data center migration with automation, scripts, and technical documentation, reducing "time to flip" by 80%.
• Assessed disaster recovery plans and backups and sought a cost-effective backup solution with Robocopy to automate backups between primary and secondary sites.
• Accelerated client billing by 3000% with an automated reporting solution, moving from monthly to daily execution.
• Creating and Writing of Essential policies and standards for applications security

Systems Engineer                                                                                                                  AUG 2019 - AUG 2020

Provided input to the Project Specialist (PS) during requirements development. Identified the requirements, performed analysis, designed, packaged, coded, documented, and tested the assigned projects. Worked together with other team members & customer resources to identify, understand & document the functional and technical requirements of a change request. Identified the drivers needed by the automated build process for new workstations and server equipment added to the inventory. 

Selected Contributions: 

• Managed the design, deployment, and administration of software and system infrastructure.
• Provided recommendations and guidance to the department in developing technical strategies.
• Provided management with recommendations based on evaluations of hardware and software vendors.
• Planned and executed projects efficiently by creating and maintaining policies and technical documentation.
• Interacted with fellow team members to resolve escalation issues and participated in 24-hour on-call rotations.
• Contributed to the team as a mentor and subject matter expert, sharing expertise and best practices. Used DevOps techniques for working on automation. 
• Assessed system and network security vulnerabilities.

Technology Support Technician                                                                                           OCT 2018 - AUG 2019

Provided support to end users on a variety of issues including, but not limited to software, hardware, peripherals, and network connectivity. Identified, researched, and resolved technical problems as a team and individually. Documented, recorded, tracked, and reviewed all issues to improve the productivity of the IT department. Maintained and updated hardware and software specific lists for each location on a county wide level. 

Selected Contributions: 

• Utilized Active Directory Tools for user account management.
• Created technical documents diagramming resolutions of IT issues.
• Ensured excellent asset management using SCCM and HP tracking database.
• Referred difficult issues to upper management while maintaining positive rapport with the customer.
• Participated in the testing and evaluation of new hardware and software.
• Provided support to all users and systems including desktops, laptops, mobile devices, peripherals, and operating systems/applications for Scottsdale and Remote sites.
• Presented in groups and training staff

IRIDIUM SATELLITE, TEMPE, AZ                                                                                JAN 2017 - AUG 2017

IT Support Specialist via Signature Consulting

Provided support on desktops, laptops, mobile devices, peripherals, and operating systems/applications for a multi-site corporate environment. Troubleshooted and resolved reported issues within established SLAs. Delivered world-class service to employees and contractors. Developed technical documentation to support business processes and staff. Packaged and distributed software and Windows security patches and hotfixes. Performed identity access management.

Selected Contributions: 

• Installed, configured, and supported network-related hardware and software.
• Installed software, configured, and tested customer PCs, and analyzed the functionality of peripheral appendages.
• Collaborated with company staff to optimize the working environment and customer service.
• Collected information through client phone calls to identify and report product problems.
• Maintained server health and image workstations with the help of Microsoft System Center Configuration Manager Operating System Deployment (OSD).

SKYTOUCH TECHNOLOGY LLC, PHOENIX, AZ                                                       FEB 2016 - JAN 2017

IT Support Specialist via Signature Consulting

Responsible for backup management, reporting, and recovery. Provided technical support and services including communications, diagnostic procedures, call management, work scheduling, and customer relations Assisted customers with identifying and resolving needs, thereby increased customer morale and overall satisfaction with customer service. Fully supported a wide range of IT products such as MS Office suite software, personal productivity software, and network access and system utilities.

Selected Contributions: 

• Implemented complete Windows Server operational support for Intel x86/64-based hardware.
• Assisted in implementing new technologies and communicating maintenance and process changes.
• Worked as a Windows Administrator; supported EC2 AWS instances in production and quality assurance environments.
• Implemented a Windows patch management solution in development, QA, and production environment.
• Utilized Windows System Configuration Manager to image workstations.
• Managed LAN/WAN infrastructure, including network routing and security.

POWERSCHOOL, LLC, PHOENIX, AZ                                                                      MAY 2015 - FEB 2016

Level II Technical Support Specialist

Provided top-notch technical support and training during two peak seasons for diverse end users and domains. Utilized Microsoft Active Directory and PowerSchool API. Conducted initial investigations of inbound technical support requests.

Selected Contributions: 

• Recognized as one of the top PowerSchool Tier 1 Email Support Agents out of 40+ agents.
• Supported multiple PowerSchool products simultaneously using Windows, Ubuntu, Mac, and Linux technology.
• Managed cases via Salesforce CMS; documented tickets and escalated to Tier 2 technical support.

EDUCATION & Career Development

• Associate of Science candidate in Computer Science (3.4 GPA) | May 2020- Present Mesa Community College, Mesa, AZ
• Currently studying for Security+ certification
• Cactus Con Attendee – Jan 2023
  • Attendee at information security conference covering a range of topics including: Cloud computing, covert communications, cryptography, incident response, malware detection, vulnerability management, mobile security, network reconnaissance, and more
• Microsoft Ignite Attendee – November 2021
  • Attendee at Microsoft conference designed for IT professionals to learn, obtain certification, and develop their skills in various Microsoft products including: Azure, Dynamics 365, Security, Compliance and Identity, Microsoft Power Platform, and Microsoft Cloud Services