~ / about / statement.md§ 00.A

BRANDON LUEKEN

[ open to work ] Indianapolis, IN App support · Prod support · IT ops

I'm the person who gets pulled in when a production problem doesn't make sense yet. For 19 years I've worked on B2B eCommerce platforms, mostly down in the data: writing SQL against IBM i, reading XML transactions to see which side of an ERP integration broke, and fixing customer configurations without waiting on a code release.

I spent 14 years in technical support at DST / Solera, then four years as Product Owner for FMPDelivers, an $8M platform with 40,000 users. Most recently I handled alert triage, change risk review, and major-incident communications for Archwell's IT operations.

Now I'm looking for my next role in application support, production support, or IT operations. If your systems need someone who will find out what actually happened, reach me at email or on LinkedIn.

~ / work / case-files.[*]§ 01.A

[2021–2025]CF-01

40,000

users kept on the new release

The rollback that didn't happen

A release broke for one customer and the call was to roll it back. I compared their configuration records, found a legacy licensing flag the new code depended on, and fixed it with a config change. No rollback, no new code.

[2025–2026]CF-02

~150

major incidents, first response

Front line of incident response

Opened the ticket, called the bridge, pulled in the right responders, and wrote every business update from first notice to resolution. About 100 alerts a week went through me first.

[2007–2021]CF-03

60+

distributor sites taken live

Implementations, end to end

Built each warehouse configuration on IBM i, tested a full order from login to delivery, and trained the customer's staff before handing it over.

[2021–2025]CF-04

releases a year

Release readiness

Ran daily standups with 7 developers and 3 QA analysts, and took each release through regression testing, CAB approval, deployment checks, and customer communication.

~ / work / roles.md§ 01.B

Archwell

2025–2026 Business Operations Analyst · IT Operations [archive]

» » »∆

Triaged about 100 Sumo Logic and Dynatrace alerts a week, sorting noise from the problems that needed an application team on a call.
Reviewed about 8 production changes a week for downstream risk and flagged the ones touching areas with recent incidents.
Ran the front end of major incidents and wrote the business-facing updates from first notice to resolution.
After problem reviews, wrote the Jira stories to fix noisy or missing monitors, then watched production to confirm the new alerts fired when they should.
Started using Copilot to draft change risk assessments, and built a Confluence register so the team could see a change's history before approving the next one.

Ref: E3697DDuration: ±12 mo

DST / Solera

2021–2025 Product Owner · FMPDelivers [archive]

» » »∆

Owned the backlog and release scope for FMPDelivers, a B2B eCommerce platform with about $8M in annual revenue and 40,000 users.
Wrote the Jira stories and acceptance criteria, and was the main link between an enterprise customer and the development and QA teams.
Stopped a production rollback mid-release by tracing the failure to a legacy licensing flag and fixing it with a configuration change.
Led daily standups with 7 developers, 3 QA analysts, sales, and support. Took about 60 releases a year through regression testing, CAB approval, and deployment checks.

Ref: 8090FDDuration: ±48 mo

DST / Solera

2007–2021 Technical Support Analyst · TurboParts / FMPDelivers [archive]

» » »∆

Main support contact for TurboParts and FMPDelivers across 70–80 distributor sites at peak, handling about 80 tickets a month.
Set up 60+ new distributor sites end to end on IBM i, from warehouse configuration to a tested order and staff training.
Wrote SQL to track down production failures and correct bad configuration or customer data.
Traced pricing, inventory, and ordering failures through XML requests and responses to prove whether the fault was ours or the distributor's ERP.
Trained new analysts on product administration and support, and was the go-to person for demoing the platform to leadership.

Ref: BB0005Duration: ±14 yr

~ / system / stack.txt§ 02.A

Data: SQLIBM i (AS/400)Db2XML / JSONREST APIsPostmanFTP / CSV imports
Ops: Sumo LogicDynatraceServiceNowFreshserviceIncident managementChange management (CAB)
Delivery: JiraConfluenceBacklog ownershipAcceptance criteriaRelease readiness
Education: Purdue University, Computer Science coursework