Eric Thorsen, MBA
- 515 601 1784
- eric@thorsen.xyz
- eric.thorsen.xyz
- Urbandale, IA
I am an experienced technology leader in enterprise application management and support. My experience is supporting critical, highly available enterprise applications with thousands of users. I am focused on application availability, performance, and resiliency.
Work Experience
Systems Development Engineering Manager
Senior Manager Production Operations
Responsible for the uptime, performance, and availability of Enterprise Technology Service applications, and corresponding functions including incident management and problem management. Leads a 24/7 international team of Reliability Engineers and Availability specialists.
Software Engineering Manager
Global Software Engineering Manager responsible for the development of the bankruptcy, claims and corporate advance applications. Leads a team composed 30 US full-time employees (FTEs), and managers.
Director of Incident Management
Leads the Enterprise Command Center operating as the primary 24⁄7 monitoring and support team, the Incident Management Organization and Enterprise Problem Management. Oversees enterprise-wide system availability through monitoring all applications and systems, leading efforts to recover systems experiencing outages or degradation of service, and leading efforts to resolve re-occurring system issues across the enterprise.
Systems Operations Manager
Global Site Reliability Engineering Manager responsible for the availability and stability of enterprise logging application Splunk. Leads a team composed US full-time employees (FTEs), US contract employees, and functionally supervises Enterprise Global Services (EGS) Support FTEs. Created and implemented the strategic plan for the formation of the SRE team from a merger of multiple teams to a new follow the sun support model.
Technology Manager
Managed a distributed support team of 10 analysts, engineers, contractors, and functionally lead 12 resources internationally specializing in ECM technologies including, Kofax, Encapture, and FileNet supporting 20,000 end-users and dozens of partner application systems following ITIL standards. Led change from a horizontal team organization by function to vertical team organization aligned to supporting specific applications. Responsible for formulating and managing a platform support plan for an acquisition and the migration of new applications, including Datacap, SDL, and additional Kofax and Encapture environments.
Technology Manager
Managed a distributed support team of 10 analysts, engineers, contractors, and functionally lead 12 resources internationally specializing in ECM technologies including, Kofax, Encapture, and FileNet supporting 20,000 end-users and dozens of partner application systems following ITIL standards.
System Support Analyst
Architected the Windows 7 Remediation upgrade project from Kofax 7.5 to Kofax 10.0. Led the creating, testing, and updating of the business continuation plan for a highly available application, including a return to operations time within 30 minutes. Then new application design resulted in a 90% reduction of outage minutes in its first year. Member of 24/7 application support team supporting a Kofax Capture Enterprise Content Management application for the Wells Fargo Home Mortgage.
System Support Analyst
Member of 24/7 application support team supporting a Kofax Capture Enterprise Content Management application for the Wells Fargo Home Mortgage.