Shaun Arman, currently Senior Systems Engineer for Motorola Solutions Emergency Services, & Public Safety Division known to my colleges as “The Technical Sensei”, my strong work ethic known to most affords me the ability to educate my peers, to ensure equal knowledge and opportunities across the board. My strength of ethics and source of power lies within my family unit, I am a proud father of 4 wonderful children, and always receive a plentiful supply of encouragement and support from my wife. 2007 was my wake-up call and my memorable year of choice where I decided my path, something in which everyone in life struggles to make the right decision, towards their future outcome and goals in life. Do I continue to travel and go from job to job, which was getting harder to do, or make a career change? My wife and life partner assisted me in making the difficult choice in going back to school to buffer my options, in which I obtained my A.A.S. degree. As anyone would experience, breaking into a new field without prior work history can be a challenge, to say the least. I learned early on I would have to work harder than anyone else to prove my mettle and worth within the IT gambit of niches and possibilities of an ever-changing marketplace of ideas and discoveries that focuses on IT.
I took this challenge on by working for small companies, and multinational companies. I always requested the hard projects that others would shy away from, a tactic in which I could expand my knowledge into newer areas I lacked experience in. In time I have managed to put my passion for public safety and helping others directly into my current field. For the past 6 years, I have been working for Motorola Solutions while at the same time dedicating my free time as a volunteer Firefighter. Working for Motorola Solutions allows me to combine their mission statement and values into my passion of being a Firefighter every day! I have continued my methods of volunteering and requesting to work on many new and difficult projects. Some of my most noteworthy accomplishments have been the following:
Creating a formal onboarding process for new hires, and continued training
This project consisted of overhauling our “Learning on the fly” methods for training new hires, to providing several key training videos detailing how our product works, and how to support it. We also review the basics through advanced troubleshooting methods and review common issues one would expect to find, and how to deal with unknown issues as they arise. The training videos are also being used by our training teams to incorporate into our Learning Management System and to create formal knowledge articles. We have had an increase in employee retention of 45%, and our quality of work and time to resolve cases has improved by 30% overall with these pieces of training.
Without the need to be asked, I started and continue to host a weekly “Supporting Support” session with my peers. This is a mixed session where I will have formal material or training to address deficiencies I see throughout the week or informal sessions where peers from any level can ask any questions they might have. This allows them to get informal assistance on work they would otherwise be escalating and allows the group to learn and grow from their experience.
These are no minor tasks involved when migrating our customers from a legacy platform onto our latest offerings, all without causing downtime or loss of data. I was tasked with working alongside our engineering teams to refine the overall process and automate as much of it as possible. When this project originally started, the teams were averaging 4-6 sites a month. Once I was brought in to assist in overseeing the migrations, we were able to increase the average migrations a week to nearly 20 migrations a month without any negative impacts, and with fewer members performing the work! We continue to improve on this process and further automate more and more as we find new and better ways of doing things.
Our monitoring solution was very “stiff” and the sheer number of alerts being triggered caused our teams to be overburdened with noisy, non-actionable alerts which additionally contributed to alerts being missed. Others were tasked with taking on the responsibility to make any improvements they could think to do, but they were always short-lived, and moved on to other projects, abandoning this project altogether. I am proud to say that when I started this project, support was receiving on average 23,600 alerts each month! Many of the critical alerts were not even being received as they had been disabled to reduce the noise. It has taken me considerable time to refine our monitoring system to focus on key issues, but we are now receiving 100% of all notices, and I have reduced the total number of alerts from 23,000 alerts a month, to a very manageable 1,115 alerts a month, and all without ignoring anything that could point to critical downtime for emergency services.