Dustin Houck
Raleigh
Summary
Results-driven IT professional with 10 years of experience driving digital transformation and innovation. Proven track record of success in telecommunications and ServiceNow platform development, with expertise in ITSM, integrations, and software engineering. Skilled leader with experience managing offshore teams and delivering complex projects. Possess a unique blend of technical, business, and leadership skills, with a strong passion for leveraging technology to drive business growth and improvement.
Overview
12
12
years of professional experience
Work History
Senior Software/Platform Engineer - ServiceNow
MetLife
10.2022 - Current
- Enhanced platform performance by optimizing infrastructure and implementing automation tools.
- Addressed performance bottlenecks by conducting thorough profiling and analysis of system components.
- Championed best practices in code quality through code reviews, refactoring initiatives, and documentation efforts.
- Collaborated on cross-functional teams to drive platform improvements and deliver business value.
- Contributed to the development of microservices architecture for enhanced modularity and flexibility.
- Evaluated new technologies for potential adoption into the platform ecosystem, ensuring a cutting-edge tech stack.
- Provided technical leadership, mentoring junior engineers, and fostering a culture of knowledge-sharing within the team.
- Played an integral role in architecting scalable solutions that supported growing user bases while maintaining optimal performance levels.
- Collaborated with other departments to facilitate successful project completion.
- Trained and mentored junior engineers, providing guidance and direction.
- Analyzed and interpreted customer requirements to develop engineering solutions.
Lead Business Systems Analyst - ServiceNow
MetLife
05.2021 - 10.2022
- Promoted a culture of collaboration within the team through regular knowledge-sharing sessions focused on industry best practices, emerging trends, and innovative methodologies in Business Systems Analysis.
- Streamlined communication channels between disparate departments, fostering a collaborative environment conducive to cross-functional problemsolving.
- Reduced project timeframes by managing cross-functional teams in the development and implementation of new systems.
- Established effective quality control measures that consistently identified critical issues prior to production deployment, reducing potential downtime costs.
Senior Business Systems Analyst - ServiceNow
MetLife
05.2019 - 05.2021
- Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues and improving end-user satisfaction.
- Achieved successful system deployments by coordinating cross-functional teams throughout all stages of development.
- Developed customized reports, meeting specific department needs while ensuring data accuracy and accessibility.
- Spearheaded system upgrades to enhance user experience and improve overall functionality.
Business Systems Analyst
MetLife
11.2017 - 05.2019
- Assessed business requirements to create focused solutions.
- Trained business personnel in use of systems.
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
- Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
Solutions Integration Engineer
Ribbon Communications
05.2014 - 11.2017
- Optimized system performance by troubleshooting and resolving complex technical issues related to integration, infrastructure, and software components.
- Facilitated knowledge transfer among team members by creating comprehensive documentation on integration processes and best practices.
- Collaborated with cross-functional teams to identify requirements, design solutions, and deliver integrated systems that met business needs.
- Enhanced data accuracy through the development of automated processes to validate and synchronize information between systems.
Project Management Intern
UNC Health Appalachian
05.2013 - 08.2013
- Maintained well-organized documentation for easy access and reference during projects'' life cycles.
- Gathered detailed requirements from clients to better understand their needs and expectations for each project.
- Contributed to continuous improvement initiatives by identifying areas for process enhancement and recommending solutions accordingly.
Education
Bachelor of Science - Computer Information Systems
Appalachian State University
Boone, NC05.2014
Skills
- Serverless computing
- Cloud infrastructure management
- Linux system administration
- DevOps methodologies
- Network security
- Software development
- Design development
- Production support
- Data analysis
- Troubleshooting
- Project management
Timeline
Senior Software/Platform Engineer - ServiceNow
MetLife
10.2022 - Current
Lead Business Systems Analyst - ServiceNow
MetLife
05.2021 - 10.2022
Senior Business Systems Analyst - ServiceNow
MetLife
05.2019 - 05.2021
Business Systems Analyst
MetLife
11.2017 - 05.2019
Solutions Integration Engineer
Ribbon Communications
05.2014 - 11.2017
Project Management Intern
UNC Health Appalachian
05.2013 - 08.2013
Bachelor of Science - Computer Information Systems
Appalachian State University
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