Resume

Mike Gilmore

Implementation · Professional Services · Technical Success

Professional summary

I work across enterprise implementation, Professional Services, and technical delivery. My background in integrations, SaaS reliability, and cloud infrastructure helps me turn customer and operating problems into practical execution. I work best where operations, implementation, and technology overlap and the result has to be clear, supportable, and easy to own.

Enterprise Implementation
Professional Services
Business Systems Analysis
Program Delivery
Project Management
Customer Onboarding
Requirements
Stakeholder Management
Process Improvement
APIs & Integrations
SQL
Cloud Infrastructure

2022–2026

Trimble · Site Reliability Engineer

Reduced repeat customer escalations 55% through observability, RCA, and coordinated Product and Engineering remediation.
Improved response and recovery metrics 60% by strengthening alerting, escalation paths, runbooks, incident documentation, and ownership.
Cut repeat incidents 40% and improved release reliability 30% through root-cause analysis and readiness practices while protecting 99.9% availability.
Standardized operating practices across three combined businesses and helped onboard an India-based team into the shared model.

Reliability case study Operating model case study

2018–2022

Cityworks · Cloud Engineer

Supported 100+ enterprise migrations, implementations, and deployments through customer discovery, integration context, readiness, and execution planning.
Turned complex migration lessons into reusable scripts, validation checks, runbooks, and repeatable workflows that accelerated deployments 40% and reduced onboarding effort 50%.
Reduced onboarding escalations 30% through stronger readiness checks, data validation, licensing/configuration review, and customer handoffs.
Lowered cloud costs 20% by standardizing customer environments and operating practices while supporting 99.9% uptime and SOC 2 readiness.

Implementation case study

Earlier experience

Customer-facing operations and leadership

Earlier roles include Store Manager at Sears, Senior Advisor in Technical Support Operations at Apple, and Market Manager at Best Buy. That experience built the customer, coaching, operations, and influence-without-authority foundation later carried into enterprise technical delivery.