Mike GilmoreLinkedIn

Work

Three examples of turning ambiguity into a delivery system people can use.

These case studies show how I approach customer-facing technical work: understand the real problem, build enough evidence to make a decision, and turn what works into something repeatable. Customer names and proprietary details are omitted.

01

Enterprise implementation

From a difficult first migration to repeatable delivery

Worked directly with customers and implementation partners to prove complex migrations safely, then turned the lessons into scripts, validation checks, runbooks, and reusable workflows.

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Evidence

  • 100+ enterprise migrations, implementations, and deployments supported
  • 40% faster deployments through standardized workflows
  • 50% reduction in onboarding effort

Capabilities demonstrated

  • Requirements discovery
  • Implementation planning
  • API & integration context
  • Data validation
  • Stakeholder coordination
02

Reliability and customer impact

From outage complaints to durable remediation

Built the observability needed to connect intermittent customer outages to a recurring workload and memory-failure pattern, documented the RCA, and helped move the issue into cross-functional software remediation.

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Evidence

  • 55% reduction in repeat customer escalations
  • 40% reduction in repeat incidents
  • 99.9% service availability / SLA protection

Capabilities demonstrated

  • Observability
  • Root-cause analysis
  • Customer-impact analysis
  • Executive communication
  • Cross-functional remediation
03

Operations and program delivery

A shared operating model for reliability work

Improved dashboards and alerts, standardized runbooks and RCA practices, added workflow automation, and helped teams adopt a common incident and response model.

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Evidence

  • 60% improvement in response and recovery metrics
  • Shared practices across three combined businesses
  • India-based team onboarded into the operating model

Capabilities demonstrated

  • Program delivery
  • Process improvement
  • Change management
  • Documentation & governance
  • Team enablement