Resume
Mike Gilmore
Technical Delivery & Customer Solutions
Professional summary
Customer-facing technical delivery professional with experience translating requirements into implementation plans, systems analysis, process improvements, integrations, troubleshooting, and cross-functional execution. Combines enterprise implementation experience with cloud and reliability depth to move between customer context and technical evidence when a problem crosses organizational boundaries.
- 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.
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.
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.