Hi, I'm Shane.
MBA, IT Management · MS, Data Analytics · PMP · ITIL 4 and 5 · PL-300
I'm an ITSM developer: I build the scripts, integrations, and reporting that make IT service management work. I'm especially drawn to data analytics and engineering, and I like building with cloud services, Python, and full-stack tools.
Right now I'm at Oregon State Credit Union, helping Information Services adopt ITIL. We're starting from no formal ITIL practice, and this is year one of a multiyear plan. My job is to make good process the easy path: I automate the busywork, surface the data, and help five IS teams through the change.
What I bring
- Service management: ITIL 5 and ITIL 4 Foundation, organizational change management, and hands-on platform work in SolarWinds, Zendesk, and Dynamics 365
- Data: Power BI Data Analyst (PL-300), DataCamp Data Engineer, and an MS in Data Analytics, applied to service desks and business operations
- Delivery: PMP-certified, with 80 enterprise implementations at 100% CSAT
- Building: Python, APIs, Power Automate, and Azure at work, plus full-stack side projects like the static site generator that built this site
Selected impact
- Leading a service catalog redesign, SLA governance, and change enablement as the first steps toward ITIL maturity across five IS teams. Oregon State Credit Union, 2026 to present
- Wrote city-wide technology policies and SOPs, and built SQL, Python, and Power BI reporting for city operations. City of Corvallis, 2024 to 2026
- ~$450K/year saved by a Python-driven SharePoint Online migration. Freedom Forever, 2023 to 2024
- ~$150K/year cut from software expenses and licensing. Freedom Forever, 2023 to 2024
- 100% project CSAT across 80 enterprise Zendesk implementations. Zendesk and Envoy Professional Services, 2022 to 2023
Featured projects
Automating SharePoint Online Migration
Moving 20+ TB of solar project build plans out of SharePoint Online with Python, the Graph API, and Azure AD, without paying for a SaaS migration tool.
Zendesk Auto-Recovery for Suspended Tickets
A watcher that turns emails suspended by Zendesk's hourly rate limit back into live tickets, so permit and interconnection requests never stall.
Static Site Generator
A Markdown-to-HTML generator I wrote from scratch in Python. It builds this website.
Toolbox
Python, SQL, PowerShell, REST APIs, Power BI, Power Automate, Power Apps, SolarWinds, Zendesk, Dynamics 365, Azure, AWS, and Git.
Want to work together? Get in touch or read my resume.