OPERATIONS / PEOPLE / AUTOMATION
James Schriever
Operations leadership & practical automation
Operations manager with a background in service desk leadership, systems administration, and project delivery. Works with the people doing the work to identify friction, improve service, and build automation around a clearer process.
Professional experience
Operations Manager
IT Assurance
- Lead service desk operations, team development, and improvements to service delivery.
- Worked closely with the dispatcher to understand daily constraints and improve workflows, contributing to better same-day ticket resolution.
- Coached staff into broader technical and project responsibilities; hired and trained new technicians.
- Built a shared AI tool server connecting business systems, with human approval for changes requiring oversight.
- Developed AI-assisted ticket triage and a shared workspace that preserves findings and procedures for the team.
- Moved recurring automation into workflows with failure handling and retries.
Project and Design Engineer
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- Managed technology projects from solution design and planning through stakeholder updates and post-implementation reviews.
- Handled escalations beyond tier 1 and 2 support, identified recurring issues, and put preventive changes in place.
Skills & technical toolkit
- Operations
- Service delivery, team coaching, hiring, process redesign, SLA management, escalation ownership, runbooks.
- Automation
- AI-assisted workflows, MCP servers, human approval controls, Temporal, Python, Bash, SQL.
- Systems
- Microsoft 365, Windows Server, Linux, networking, firewalls, Docker, Proxmox, monitoring.
Earlier experience
SysAdmin
IT Assurance
- Designed, deployed, and maintained server and network infrastructure across client environments.
- Led response to network outages and security events; documented recovery procedures and incident findings.
- Mentored junior technicians in structured troubleshooting.
Service Desk Coordinator
IT Assurance
Triaged incoming tickets and coordinated schedules between clients, technicians, and vendors.
Service Desk Specialist
Free Geek
Provided hands-on hardware and software support in an all-Linux environment.
Selected projects
AI-assisted homelab operations
Connected monitoring alerts to AI investigation and reviewed remediation, with snapshots and post-change checks.
Website chatbot with live-agent handoff
Built a website chatbot that transfers conversations to live agents through a phone system.
Shared team agent workspace
Built reusable agent workspaces that carry forward knowledge, procedures, and task context—giving people a consistent foundation for AI-assisted work.
Certifications & training
- AWS Certified Cloud Practitioner — Amazon Web Services
- Claude Code in Action — Anthropic
- Google IT Support Professional Certificate — Google
- 3CX Phone System — 3CX
Education
Mt. Hood Community College
Computer Science coursework · 2013–2015