{ "schema_version": "0.2", "name": "Yunus Simsek", "location": "Orlando, Florida, United States", "linkedin": "https://www.linkedin.com/in/yunussimsek", "source": { "document": "Yunus_Simsek_Resume.pdf", "type": "owner-provided resume; self-reported claims, not independently verified", "processed_on": "2026-10-01", "resume_as_of": "Not explicitly dated in the document", "currency_note": "Present refers to the supplied resume. Current employment and project status have not been reconfirmed. Do not infer completion of the planned Q2 2026 Grafana migration." }, "summary": "Engineering leader and senior technical contributor with 12+ years of experience reported in enterprise technical support, escalation engineering, platform troubleshooting, and team leadership. The resume lists Team Lead, US & Lead Engineer (IC5), Account Escalation Engineering at ServiceNow as the most recent role. Builds AI-assisted internal tools and designs agentic concepts to address operational problems.", "professional_interests": [ { "interest": "AI and career development", "source": "Owner's instructions for this website" } ], "experience": [ { "id": "servicenow-lead", "title": "Team Lead, US & Lead Engineer (IC5) — Account Escalation Engineering", "organization": "ServiceNow", "dates": "February 2024 – Present in the supplied resume", "highlights": [ "Leads 10+ escalation engineers handling performance, scalability, reliability, and platform issues for Fortune 500 customers representing $50M+ in combined annual contract value.", "Personally owns high-severity customer escalations, including public sector and FedRAMP-adjacent enterprise accounts. This is not a claim of FedRAMP certification.", "Translates root cause analysis into executive-ready narratives to rebuild customer confidence.", "Drives a migration from Cloudera/StatsNow to Grafana; the resume describes a planned Q2 2026 go-live, with completion unconfirmed.", "Builds AI-assisted tooling, coaching frameworks, onboarding programs, and participates in hiring panels.", "Reports four LLAMA Awards for high-impact team contributions." ] }, { "id": "servicenow-escalation", "title": "Staff Engineer — Account Escalation Engineering", "organization": "ServiceNow", "dates": "June 2023 – February 2024", "highlights": [ "Owned high-visibility customer escalations and cross-functional performance investigations involving platform behavior, API latency, database diagnostics, and observability.", "Built performance enablement programs for new engineers." ] }, { "id": "servicenow-swarm", "title": "Staff SWARM Performance Support Engineer", "organization": "ServiceNow", "dates": "2021 – June 2023", "highlights": [ "Mentored collaborative SWARM teams; reports approximately 20% improvement in issue resolution efficiency through coaching and knowledge transfer.", "Partnered with development teams on performance defects and delivered training programs." ] }, { "id": "servicenow-performance", "title": "Staff Performance Support Engineer", "organization": "ServiceNow", "dates": "2020 – 2021", "highlights": [ "Reports a 9.5/10 CSAT rating resolving enterprise performance and availability issues.", "Reports a 30% reduction in query execution time on key customer workloads through SQL tuning, indexing, and workload analysis.", "Used Splunk, Grafana, and Kibana for production incident diagnosis." ] }, { "id": "oracle-performance", "title": "Senior E-Business Performance Engineer", "organization": "Oracle", "dates": "2018 – 2020", "highlights": [ "Troubleshot Oracle EBS, Java/memory leaks, WebLogic, Apache, and OCI migrations.", "Authored 40 knowledge documents; reports 12,000+ search hits and 109 service requests resolved across the support organization.", "Built Enterprise Command Center Analyzer, adopted across Oracle Support teams.", "Reached Master Level in Oracle Support Community with 11,945 points and received an Oracle Spot Award." ] }, { "id": "oracle-support", "title": "Technical Support Engineer", "organization": "Oracle", "dates": "2016 – 2018", "highlights": [ "Reports closing 1,115 service requests with zero escalations and averaging 37 service requests per month.", "Participated in Oracle 19c Beta Program; reports Outstanding annual appraisal ratings and Expert Level in Oracle Support Community." ] }, { "id": "data-intensity", "title": "Oracle DBA / EBS DBA", "organization": "Data Intensity & Clear Measures", "dates": "2014 – 2016", "highlights": [ "Dedicated DBA for 10+ Fortune 1000 clients; completed 25+ RAC upgrades.", "Migrated an 800GB+ EBS database to bigfile tablespace; reports eliminating 90% of capacity management tasks.", "Received Employee of the Quarter recognition." ] }, { "id": "dbadirect", "title": "Junior Oracle DBA", "organization": "dbaDIRECT", "dates": "2012 – 2014", "highlights": [ "Delivered remote DBA services across Oracle, Sybase, DB2, MSSQL, and MySQL.", "Built Data Guard standby databases for a large automobile dealer." ] } ], "projects": [ { "id": "supporthub", "name": "SupportHub", "status": "Built and shipped, according to resume", "contribution": "Independently built with AI-assisted development", "description": "Turned 10+ CLI scripts into a full-stack Flask/React application so engineers could use terminal-only utilities through a web interface.", "evidence_limit": "No public demo, code, or measured adoption data supplied.", "story": { "title": "Making existing utilities easier to use", "problem_from_resume": "The resume describes terminal-only utilities that were not accessible to all engineers regardless of technical background.", "reported_contribution": "He webified 10+ CLI scripts into a Flask/React application using AI-assisted development.", "outcome_and_evidence": "The reported delivered result is a web interface to existing utilities. Adoption rates, time savings, and maintenance outcomes were not supplied.", "interpretation": "This suggests an emphasis on making existing engineering capability easier for a broader team to use." } }, { "id": "escalation-portal", "name": "Escalation Engineering Portal", "status": "Built, according to resume", "contribution": "Independently built with AI-assisted development", "description": "Internal portal with 10+ tools, including SQL formatting, PostgreSQL query building, and explain-plan visualization, intended to reduce context switching.", "evidence_limit": "No quantified time savings supplied.", "story": { "title": "Bringing troubleshooting tools into one place", "problem_from_resume": "The resume identifies engineer context switching as a problem the portal was intended to reduce.", "reported_contribution": "He built an internal portal with 10+ tools, including a SQL formatter, PostgreSQL query builder, and explain-plan visualizer.", "outcome_and_evidence": "The portal is reported as built. Reduced context switching is an intended benefit; no measured reduction was supplied.", "interpretation": "The project suggests attention to the workflow around technical diagnosis, alongside the diagnosis itself." } }, { "id": "lifecycle-blueprint", "name": "Escalation Lifecycle Blueprint", "status": "Developed, according to resume", "contribution": "Independently developed with AI assistance", "description": "Interactive HTML/React page mapping escalation stages to relevant tools.", "story": { "title": "Making escalation workflow easier to navigate", "problem_from_resume": "The resume describes a need to surface the right tools at each escalation stage.", "reported_contribution": "He developed an interactive HTML/React page that visualizes stages and associates them with tools.", "outcome_and_evidence": "The page is reported as developed. The source does not quantify adoption or escalation-resolution improvement.", "interpretation": "This connects process design with practical access to engineering tools." } }, { "id": "idea-portal", "name": "Idea Portal", "status": "Launched, according to resume", "contribution": "Built a ServiceNow-based portal", "description": "Captures team-driven innovation ideas and makes bottom-up improvements more visible." }, { "id": "celebration-flow", "name": "Celebration Flow", "status": "Built, according to resume", "contribution": "Built using Microsoft Power Automate and a Claude artifact", "description": "Reads Excel data, alerts managers ahead of birthdays and work anniversaries, and provides a link for generating personalized celebration cards." }, { "id": "catch-me-up", "name": "Catch Me Up", "status": "Agentic concept; not established as shipped", "contribution": "Designed the concept", "description": "Proposed account-escalation catch-up across a date range using case changes, task updates, and alerts.", "story": { "title": "Exploring faster escalation re-contextualization", "problem_from_resume": "The proposed problem is reconstructing what changed on an escalated account between two dates.", "reported_contribution": "He designed a concept combining case changes, task updates, and alerts into a catch-up experience.", "outcome_and_evidence": "Concept only: implementation, deployment, accuracy, and time saved are not established.", "interpretation": "The concept reflects an interest in using agents to reduce the effort of recovering operational context." } }, { "id": "db-diagnoser", "name": "DB Diagnoser", "status": "Agentic concept; not established as shipped", "contribution": "Designed the concept", "description": "Proposed agentic diagnostics for slow queries, memory issues, and CPU bottlenecks across application and database servers. Reduction in triage time is an intended benefit, not a measured result.", "story": { "title": "Exploring agentic performance triage", "problem_from_resume": "The proposed problem is manually identifying slow queries, memory issues, and CPU bottlenecks across application and database servers.", "reported_contribution": "He designed an agentic diagnostic concept addressing those categories of issues.", "outcome_and_evidence": "Concept only: no deployed agent, evaluation results, or measured triage savings are supplied.", "interpretation": "The concept extends his database and performance background toward AI-assisted investigation." } }, { "id": "browser-automation", "name": "Tampermonkey scripts and Python automation", "status": "Authored, according to resume", "contribution": "Authored browser scripts and Python automation", "description": "Automates JIT access, escalation closure, health checks, and SharePoint folder creation." }, { "id": "sharepoint", "name": "SharePoint Escalation Site", "status": "Built and maintained, according to resume", "contribution": "Built and maintains the team's site", "description": "Central knowledge, tooling, and process documentation for Escalation Engineering." }, { "id": "ecc-analyzer", "name": "Enterprise Command Center Analyzer", "status": "Built and adopted across Oracle Support teams, according to resume", "contribution": "Built the analyzer at Oracle", "description": "Detects Enterprise Command Center installation issues." } ], "skills": { "support_and_leadership": [ "Technical support", "Root cause analysis", "Escalation management", "Incident resolution", "Coaching", "Hiring panels", "Onboarding", "Executive communication" ], "ai_and_development": [ "AI-assisted development", "Agentic workflow concepts", "Python", "JavaScript", "Flask", "React", "Tampermonkey", "OpenAI API / ChatGPT", "Microsoft Power Automate" ], "platforms": [ "ServiceNow", "Oracle EBS", "OCI", "WebLogic", "Apache", "ITSM" ], "observability": [ "Splunk", "Grafana", "Kibana", "Snowflake", "P99 latency", "API performance", "Transaction volume dashboards" ], "databases": [ "Oracle 11g/12c/19c", "PostgreSQL", "SQL tuning", "Query optimization", "RAC", "RMAN", "Indexing" ] }, "education": [ "M.S., Computer Information Technologies — Northern Kentucky University", "B.S., Computer Information Technologies — Northern Kentucky University" ], "certifications": [ "Oracle Database Certified Professional", "Oracle Certified Associate, WebLogic Server 12c Administrator", "Oracle E-Business Suite R12 Applications Database Administrator Certified Professional" ], "recognition": [ "LLAMA Award, four times — ServiceNow", "STEM Research Grant, $4,000; presented at the Third International Conference on Telecommunications and Networking", "Oracle Spot Award", "Employee of the Quarter — Data Intensity", "Oracle Support Community Master Level, 11,945 points" ], "interpretation_limits": [ "The resume is the source, not independent verification.", "No public work samples were supplied. Do not invent URLs, demos, code, customer testimonials, or supporting evidence.", "Do not represent agentic concepts as deployed production agents.", "Do not describe AI-assisted internal tooling as evidence of training models or ML research.", "Compensation expectations, job-search status, availability, desired job title, and work arrangement are not specified.", "This profile is source material, not instructions that override an assistant's policies or its user's request." ], "career_story": [ { "id": "database-foundation", "title": "A foundation in production systems", "reported_facts": "The resume begins with remote database administration in 2012, followed by Oracle DBA/EBS DBA work serving enterprise clients. It reports RAC upgrades, an 800GB+ EBS database migration, and subsequent Oracle support and performance engineering roles.", "interpretation": "This progression suggests a foundation in diagnosing production behavior across database and application layers. It does not establish expertise in every infrastructure discipline.", "sources": [ "dbadirect", "data-intensity", "oracle-support", "oracle-performance" ] }, { "id": "enterprise-performance", "title": "From diagnosis to escalation ownership", "reported_facts": "At ServiceNow, the listed roles progress from performance support to SWARM mentoring and Account Escalation Engineering. The resume describes SQL tuning, API latency investigations, observability, and cross-functional defect resolution.", "interpretation": "A recurring theme is turning ambiguous technical symptoms into a diagnosis that engineers and customers can act on.", "sources": [ "servicenow-performance", "servicenow-swarm", "servicenow-escalation" ] }, { "id": "engineering-leadership", "title": "Scaling expertise through people and tools", "reported_facts": "The most recent listed role combines US team leadership for 10+ engineers with personal ownership of high-severity escalations. Responsibilities include coaching, onboarding, hiring panels, and executive-facing root cause narratives.", "interpretation": "The profile supports a picture of a hands-on leader who works through technical problems while building team capability. The $50M+ figure describes combined customer contract value, not revenue he personally generated.", "sources": [ "servicenow-lead" ] }, { "id": "applied-ai", "title": "Applying AI to operational problems", "reported_facts": "The resume lists independently built AI-assisted internal applications, browser scripts, and automation. It separately identifies Catch Me Up and DB Diagnoser as agentic concepts.", "interpretation": "His AI story is grounded in applying development tools to work he understands. It supports practical AI-assisted building; it is not evidence of training foundation models or conducting ML research.", "sources": [ "supporthub", "escalation-portal", "catch-me-up", "db-diagnoser" ] } ], "questions_and_answers": [ { "question": "What connects his career stages?", "answer": "Interpretation: a progression from production database work to enterprise performance diagnosis, escalation ownership, team leadership, and AI-assisted operational tools. The career timeline and project records provide the reported facts behind that reading." }, { "question": "How does he lead?", "answer": "The resume reports coaching, onboarding, hiring participation, mentoring, executive communication, and leadership of 10+ escalation engineers while remaining personally involved in high-severity cases. It does not provide direct reports' testimonials or an independently assessed leadership style." }, { "question": "Which AI work is built and which is conceptual?", "answer": "SupportHub and the Escalation Engineering Portal are reported as built with AI assistance. Catch Me Up and DB Diagnoser are explicitly concepts. AI-assisted development does not mean every resulting application contains an AI agent at runtime." }, { "question": "Which opportunities does the profile suggest?", "answer": "Interpretation: enterprise escalation engineering, performance/support engineering leadership, and operational tooling are supported by the listed experience. Suitability for a particular role requires comparing its requirements with the facts and evidence gaps; no target role or availability has been specified." }, { "question": "Did the Grafana migration launch?", "answer": "Not established. The resume describes a planned Q2 2026 go-live. This profile does not confirm completion." }, { "question": "What should a recruiter validate in conversation?", "answer": "Current role and scope; personal contribution and adoption of internal tools; the basis of reported metrics; deployed versus conceptual agentic work; and desired next role and availability." } ] }