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Portrait of Charles Goodfellow

Hello there, I'm

Charles Goodfellow

I help people turn complex problems into simple solutions. Site Reliability Engineer focused on observability at WaFd Bank, and founder of WIRED WORKS.

Kirkland, WA In tech since 2015

Connect on LinkedIn GitHub
Years in tech
10+
Users supported
2,000+
Sites supported
40+
Certifications
10

01 About

I like to think of myself as a talented but humble technology professional. Today I'm a Site Reliability Engineer at WaFd Bank, where I focus on observability: shaping the monitoring strategy for a hybrid cloud and on-prem environment, and helping application teams see what their systems are really doing.

Before WaFd, I was a Systems Engineer on the Starbucks Connect platform team, building tooling and automation for endpoint management, mostly in PowerShell. Earlier still, I worked in systems administration, IT support, and field services for iconic Seattle-area organizations like Brown Bear and Goodwill, as well as larger global companies.

Technology is fun, but my favorite part of the job is the people: the customers, co-workers, and leaders I've met along the way. People are always the reason. If you want to talk tech, or you're looking for an engineer to join your team, reach out on LinkedIn. I'm always glad to make a new connection.

02 Experience

  1. Site Reliability Engineer @ WaFd Bank

    – Present · Hybrid

    • Developed the overall observability strategy for a hybrid cloud and on-prem environment.
    • Partnered with application support teams to implement better monitoring.
    • Used HCP Terraform to deploy AWS infrastructure and monitoring configuration.
    • Led the integration of the Jira Service Management Operations module.
    • AWS
    • CloudWatch
    • HCP Terraform
    • Azure DevOps
    • Jira Operations
    • Confluence

  2. Systems Engineer @ Starbucks

    – · Remote

    • Built PowerShell tooling and automation for Kaseya VSA endpoint management.
    • Resolved complex, time-sensitive hardware, software, and network issues.
    • Worked on large-scale patching, script deployment, and system testing projects.
    • Mentored systems analysts and oversaw third-party vendors.
    • Kaseya VSA
    • HashiCorp Vault
    • CrowdStrike Falcon
    • Splunk
    • Oracle Simphony
    • Jira

  3. Systems Analyst II @ Starbucks

    – · Remote

    • Tier 3 technology support, overseeing the activation process for licensed stores.
    • Wrote internal documentation for standard processes and troubleshooting.
    • Resolved complex, time-sensitive hardware, software, and network issues.
    • Mentored analysts and provided oversight to third-party vendors.
    • Salesforce
    • Splunk
    • Kaseya VSA
    • ServiceNow
    • Confluence
    • Oracle Simphony

  4. IT Support Technician @ Axon

    –

    • Tier 1–3 support for 2,000+ users across North America and globally.
    • Supported users by phone, Slack, email, Zoom, ServiceNow, BeyondTrust, and in person.
    • Asset management and hardware support for Windows, macOS, and Linux.
    • Worked on Windows Autopilot, OS image creation, and Linux software integration.
    • Azure AD
    • Active Directory
    • Microsoft 365
    • Jamf
    • Ivanti
    • Okta
    • Dynamics 365

  5. IT Support Specialist @ Car Wash Enterprises (Brown Bear)

    –

    • Tier 1–3 support for 250+ users at 40+ locations across Washington.
    • Managed vendors, billing, licensing, asset management, and documentation.
    • Performed comprehensive licensing and inventory audits for all IT assets.
    • Introduced SLAs, naming conventions, an AD restructure, and password management.
    • Active Directory
    • Exchange
    • Office 365
    • GFI mail filtering
    • TeamViewer
    • SolarWinds

  6. Field Services Engineer @ Evergreen Goodwill

    –

    • Tier 1–3 support for 1,000+ users at 25+ locations across Washington.
    • Supported a hybrid VoIP phone system, VMware VDI, and A/V systems.
    • Maintained server and network infrastructure, power, cabling, and cooling.
    • Full life-cycle support for laptops, desktops, and Android and iOS devices.
    • Active Directory
    • Exchange
    • KACE
    • McAfee ePO
    • IssueTrak
    • Dynamics RMS/GP

Ongoing ·

Founder @ WIRED WORKS LLC

Independent technical consulting and engineering services.

03 Projects

WaFd Bank

Hybrid observability strategy

Defined how a bank's cloud and on-prem systems are monitored, rolled out AWS monitoring as code with HCP Terraform, and led the Jira Service Management Operations integration for alerting and on-call.

Starbucks

HashiCorp Vault code refactor

Rewrote years-old client-side Vault automation and its deployment procedures to improve logging, error handling, reliability, and performance. Became the team's Vault SME, led multi-team training, and wrote the product documentation.

Axon

Microsoft Intune migration

Helped move the company onto Intune and Windows Autopilot: configuring and testing the first devices, troubleshooting enrollment, and building out the Intune cloud environment with the engineering team.

Brown Bear

AD restructure & asset management

Restructured Active Directory, created a naming convention for assets and locations, and ran a full audit and inventory of equipment at 40+ sites, making assets far easier to track.

Evergreen Goodwill

VMware thin-client rollout

Moved Job Training & Education Centers from desktops to thin clients on a central VMware cluster, cutting reimaging work, cost, and power use, and trained staff on the new setup.

Personal

Darkest Dungeon

A text-based dungeon crawler inspired by my first computer, an Apple //e. Built with Flask behind Nginx, containerized with Docker, and deployed to AWS.

04 Education & Certifications

2018 – 2019

M.S., Cybersecurity & Information Assurance

Western Governors University

Cryptography, secure coding, security standards and frameworks, incident response, and digital forensics, with the confidentiality, integrity, and availability model burned into my brain.

2015 – 2017

B.S., Information Technology

Western Governors University

A broad mix of front- and back-end coding, databases, hardware, networking, application support, and security, which led to my first IT role at Goodwill.

2011 – 2014

A.A., Liberal Arts & Sciences

Green River College

A well-rounded start, completed while working full-time security at Amazon's Seattle headquarters, where conversations with engineers first got me thinking about a career in tech.

Certifications

Let's connect.

Want to talk tech or looking for an engineer for your team? I'd love to hear from you.

Message me on LinkedIn