Resume

ITSM developer with a passion for data analytics and engineering. Contact me at me@shaneboyce.dev, LinkedIn, or GitHub.

Experience

ITSM Developer, Oregon State Credit Union

March 2026 to present · Hybrid (Oregon)

• Lead ITSM platform development, process governance, and automation across Information Services, advancing the organization from no formal ITIL practice toward its first maturity level
• Serve as organizational change manager and ITIL advocate for five IS teams: operations, infrastructure, digital solutions (online banking), data platform analysts, and core banking systems
• Design workflows, automation rules, and SLA frameworks in SolarWinds Service Desk to standardize incident, request, and change management
• Lead the service catalog redesign: new taxonomy, consolidation of redundant services, and a clean split between incidents and requests
• Build integrations with SharePoint, Power Platform, Azure DevOps, GitHub, and identity systems using Python and PowerShell, automating onboarding and offboarding, knowledge base publishing, and service fulfillment
• Implement SLA policies with automated breach tracking, escalation, and notifications
• Strengthen change enablement with approval workflows, governance controls, standardized templates, and CAB-ready documentation
• Build CMDB structures and data governance practices for asset tracking, system relationships, and cross-team reporting
• Analyze incident trends and build Power BI dashboards for SLA compliance, service performance, and operational trends

IS Analyst, City of Corvallis

December 2024 to March 2026 · Hybrid (Corvallis, OR)

• Administered SaaS and on-premises systems critical to city operations
• Analyzed user requirements to enhance applications and automate workflows
• Developed city-wide technology policies and standard operating procedures, balancing technical, ethical, and legal requirements
• Built short- and long-term technology plans for system optimization
• Extracted, transformed, analyzed, and visualized data with SQL, Python, and Power BI to drive operational efficiency
• Monitored system performance and data integrity, trained users, and maintained self-service knowledge bases

Power Platform IT Engineer, Freedom Forever

2023 to September 2024 · Remote (Temecula, CA)

• Administered systems for about 400 users across support, dealer and utility, infrastructure, and sales operations
• Owned data governance compliance, vendor negotiations, and cost-benefit analyses for executive decisions
• Built ETL with Python and APIs, plus Power Apps, Power Automate flows, and Power BI dashboards
• Saved about $450K/year with a SharePoint-to-Azure data migration script
• Cut about $150K in annual software expenses and licenses
• Saved 7 hours/month of manual work through Zendesk API automation
• Migrated support systems to Dynamics 365
• Integrated generative AI agents, with an estimated $30K/year in workforce savings

Implementation Consultant and BI SME, Zendesk and Envoy Professional Services

2022 to 2023 · Remote (San Francisco, CA)

• Served as the business intelligence subject-matter expert, writing design documents and running UAT
• Managed up to 15 simultaneous enterprise implementations
• Cut the standard project cycle from 20 to 16 billable hours
• Delivered 30+ enterprise Zendesk projects with 100% CSAT across 80 projects
• Reduced phone handle time by 3 minutes and ticket volume by 20% for clients
• Reduced tier 1 interactions by more than 20% through ticket deflection

Consulting and teaching

Data Analyst (freelance), shaneboyce.dev

May 2023 to present · Oregon

• Consult with nonprofits on using data more effectively in fundraising
• Help higher education institutions develop graduate-level course material on LLM usage and deep learning
• Mentor undergraduate students in data analytics and computer science, and support graduate students in data analytics
• Author content for data analytics e-learning platforms, including Analyst Builder and OSSU Data Science

Education

MBA, IT Management, Western Governors University

2022 to 2023

Lean Six Sigma, PMI Agile project management, and IT strategy. Finished in the top 10% of the capstone business simulation.

MS, Data Analytics, Western Governors University

2022

Predictive modeling, data mining I and II, and exploratory data analysis. My coursework is on GitHub.

BS, Data Management and Data Analytics, Western Governors University

2020 to 2021

Certifications

In each area, industry certifications come first, then platform certifications with timed exams and practical assessments, then supporting coursework.

IT service management

The framework behind my day job: running service desks and business systems on Zendesk, Dynamics 365, and the Power Platform.

• ITIL 5 Foundation and ITIL 4 Foundation, PeopleCert / AXELOS · verify ITIL 4
• CompTIA A+ and CompTIA Network+, active through 2027 · verify A+, verify Network+

Supporting coursework: Zendesk product badges in Support, Explore analytics, Agent Workspace, Messaging, Talk, and Knowledge (2022)

Data analytics and engineering

Where I like to spend my time: modeling, reporting, and the pipelines that feed them.

• Microsoft Certified: Power BI Data Analyst Associate (PL-300), Microsoft · verify
• DataCamp Data Engineer, 2025 to 2027 · verify
• DataCamp Data Analyst Associate, 2025 to 2027 · verify

Supporting coursework: Google Data Analytics Professional Certificate (2022). Graduate-level training is covered by my MS in Data Analytics above.

Project delivery

How I run implementations and migrations end to end.

• Project Management Professional (PMP), Project Management Institute, 2025 · verify

Supporting coursework: PMI Generative AI for Project Managers series (2025)

Cloud and development

No badges here. My Python, Azure, and full-stack work is shown through my projects and GitHub, including the static site generator that builds this page.

Skills

Core

BI operations, process improvement, team leadership, project planning, staff training, statistics, machine learning, system migration, Agile and Waterfall

Languages and data

SQL (MySQL, T-SQL, PostgreSQL), Python, R, VBA, DAX, Bash, PowerShell, Git, Docker, Spark, Hadoop, MongoDB, Cassandra

Machine learning

scikit-learn, TensorFlow, Keras, PyTorch

Analytics and cloud

Tableau, Power BI, Excel, Azure Data Factory, Data Lake, and Synapse, AWS Glue, S3, and Redshift

Business platforms

Salesforce, Zendesk, Dynamics 365, Power Automate, Power Apps, Confluence, MS Project, Visio