Mike Gilmore

Technical Delivery & Customer Solutions

I turn complex SaaS requirements into clear delivery plans, stable systems, and better customer outcomes.

My background spans enterprise implementation, business and systems analysis, integrations, cloud infrastructure, and SaaS reliability. I work best where customer needs, technical constraints, and cross-functional delivery meet.

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How I work

Technical depth is useful when it moves delivery forward.

Implementation & Technical Delivery

Translate discovery and requirements into practical onboarding, migration, deployment, readiness, and adoption plans for customer-facing SaaS environments.

Integrations & Troubleshooting

Work across APIs, authentication, SQL, cloud infrastructure, observability, and production systems to isolate problems and turn technical evidence into a next action.

Customer & Stakeholder Leadership

Build alignment across customers, partners, Product, Engineering, and operations through clear discovery, evidence, ownership, documentation, and follow-through.

Selected work

Three examples of how I move from signal or requirement to a repeatable outcome.

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Enterprise delivery

From a difficult first migration to a repeatable delivery system

Turned lessons from complex customer migrations into scripts, validation checks, runbooks, and repeatable workflows.

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100+enterprise migrations, implementations, and deployments supported

SaaS reliability

From customer outage complaints to durable remediation

Built the visibility to prove a recurring failure pattern, communicated the RCA, and helped move the problem into cross-functional software remediation.

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55%reduction in repeat customer escalations

Operational improvement

A shared operating model for reliability work

Improved dashboards and alerts, standardized runbooks and RCA practices, automated workflow coordination, and helped teams adopt a shared response model.

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60%improvement in response and recovery metrics

Technical depth

Engineering depth that helps solve across boundaries.

Eight years in cloud and reliability engineering let me move from a customer requirement into an API flow, SQL validation, cloud environment, production signal, or escalation path when the problem demands it. The engineering work supports the delivery decision rather than becoming a separate conversation.

  • APIs & integrations
  • SQL
  • Authentication
  • AWS
  • Kubernetes
  • Terraform
  • Linux
  • Observability

Featured writing

Technical ideas, explained clearly.

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Experience

A career built across customer leadership, technical delivery, and engineering.

2022–2026Site Reliability Engineer · Trimble
2018–2022Cloud Engineer · Cityworks
EarlierTechnical support, B2B service operations, and multi-unit leadership

About & contact

I like work that makes complicated systems easier for people to use, support, and operate.

Based in the Salt Lake City area. Explore the work, read the technical writing, or connect through LinkedIn and email.

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