INFORMATION TECHNOLOGY PROFESSIONAL seeking an opportunity to leverage my varied experiences to positively contribute to organizations IT needs. Over 18 years of cross-functional experience supporting development of both hardware and software as well as system administration. Experience focused on IT operational excellence including strategic planning, change management, operational process improvement, procurement and project management. Consistently demonstrates the determination and perseverance to achieve desired results under tight time and resource constraints. Continually combines exceptional problem solving and analytical skills with business requirements to positively contribute to the organization’s bottom line. I am a dedicated team player and independent worker utilizing sound judgment with excellent written and verbal communication skills.

EXPERIENCE

Confidential Sunnyvale, California February 2009 to May 2009
Senior Technical Support Engineer
ZillionTV is an IP Television startup in the very early stages of beta trials providing Video on Demand (VOD) directly to the television through the customer’s internet connection. The customer services support team provided first class customer service to all external and internal ZillionTV beta customers.

• Product and services expert providing level 1 technical support to all external and internal ZillionTV customers. Isolated and solved problems and communicated complex technical solutions to non-technical customers. Provided escalation services by responding to level 2 and 3 support calls from third party agents. Demonstrated the analytical ability to verify, reproduce and report bugs and issues directly to the engineering and network operations teams.
• Developed standard troubleshooting steps, confirmed resolutions, created escalation procedures and support documentation. Provided training and created technical documentation increasing the skills and knowledge of co-workers and third party vendors. Wrote and contributed to knowledge base articles, tutorials, call center scripts and training material.

Confidential. San Mateo, CaliforniaJanuary 2008 to June 2008
Senior Operations Engineer
AdMob is an industry leading startup which brokers & delivers mobile advertising on a global scale. AdMob operates a high volume, high availability platform for delivering mobile advertisements. This is all accomplished with a purely Linux server infrastructure. Our operations team managed, monitored and performed all maintenance, installation, upgrades, and deployment of all infrastructure and tools.

• Translated application requirements to design of co-location build-out solution. Drove vendor evaluation and selection. Architected solution, build, and release of applications to production. Delivered the infrastructure on schedule to meet an aggressive 2 month time-to-market milestone for new product launch. As designed, the solution lowered the total cost of ownership by the ability to easily add future product lines. This offered superior availability and scalability from previous co-location facilities.
• Procured and installed all hardware for new facility (~$750k in servers, Layer 2 & layer 3 switches, VPN and firewall network devices, disk arrays, PDUs, racks, and so forth). Coordinated all aspects of the build and implementation of the entire move plan. Deployment of standard configurations for all Linux application and infrastructure servers across all facilities.

Confidential, Palo Alto, California January 2002 to December 2007 
Technical Analyst IV, Personnel Systems Group IT 
PSG-IT supports the global consumer pc sector. As operations manager, I lead the team responsible for supporting the back end server infrastructure that linked to multiple pc client applications. These applications were both revenue generating as well as warranty applications. This infrastructure was considered company critical supporting more than 100 million hits per day, and more than $240M in revenue.

• Operations Team Manager: Managed 7x24 escalations of all production application related issues including application outages and development needs from support and internal development staff. Performed and managed all third party vendor escalations. Responded to support calls including automated alerts for system and application health. Coordinated all resources needed to effectively resolve calls within 4 hours. Ensured 99.99% (four 9s) availability of a three-tier web application (Apache, Java, Weblogic and Oracle 9i RAC). Provided monthly availability reports to HP CIO. Responsible for resource leveling and 24x7 staff objectives and scheduling. Ensured compliance to HP security policies by monitoring and driving implementation of all security alerts and notices. Maintained positive relationship with outside hosting vendor to drive performance improvement through monthly reviews of all infrastructure and application requirements and incidents. Coordinated maintenance windows to meet application and service requirements. Coordinated all aspects of Business Partner Integration for PSG-IT customers. This included direct business partner contact and problem resolution of connectivity issues.
• Lab Manager: Successfully maintained dynamic development and production environments (~200 Linux, Windows and HP-UX servers) with a team of developers, system administrators, and DBA’s. Performed all Windows system administration functions. Architected and implemented complete active directory model, incorporating OU, DNS, DHCP and hardening. Designed and maintained all aspects of asset management, power, temperature control and EHS, including data center emergency plans. Maintained network infrastructure including switches, routers and load balancing technologies. Assessed and anticipated changing needs of lab: architected solutions based on development and business needs. Optimized inventory by re-deploying existing assets where possible; sized and handled all procurement for new systems as required. Designed and built Disaster Recovery infrastructure for major customer application. Formalized plan for utilizing and keeping DR environment current with production.
• Release Manager: Successfully released on time and in scope extremely complex semi-annual major releases for high profile external facing web applications. Collaborated with development teams to implement a formal services lifecycle, focusing on planning, scope, risk management, testing and release. Formulated go-live and contingency plans to meet release objectives. Integrated service and release plans for multiple applications for internal business customers. Moved an entire application infrastructure to external ISP in approximately 3 months to meet business needs. This included complete server build, test and documentation.

Confidential, Cupertino, California Sept 1999 – Jan 2002
Software Design Engineer, Network Server Division. 
NSD created and supported enterprise class Intel based servers, accessories and solutions focused on reliability and the total customer experience. My focus was in the high availability space.

• Project Manager: Managed a remote software development team for a complete rewrite of the NetServer Navigator; an existing set of software tools and server management applications.
• Technical Support Engineer: Designed and set-up a testing lab for the NetServer High Availability portfolio. Managed HA products through the hardware lifecycle. Performed certification tests for MSCS and Assured Availability clustering solutions on HP NetSevers and peripherals. Wrote test plans and white papers; wrote and implemented product support plans. Technical support for customer facing for trade shows supporting HP NetServer HA solutions. Ensured training material accuracy for implementation with external users and HP vendors.

Confidential, Palo Alto, California May 1996 – Sept 1999
Information Technology Engineer, Corporate Technology Services. 
CTSP supported entire corporate site for all computing needs. This included all enterprise server, desktop, network, storage, and printing. All server and desktop applications were also supported.

• Designed, implemented, and maintained delivery of Windows NT servers and services for entire HP corporate site with more than 3000 users. Performed daily Windows system administration maintenance and troubleshooting of HP NetServers, including hardware and software failures.
• Proactively developed/implemented methods and procedures to ensure a reliable, high availability environment which achieved 99.99% uptime. Designed and implemented NT domain structure and helped set policy for NT domains for all of HP. Primary customer interface for new system sizing, procurement, capacity planning, and customer consulting. Managed 3.2M capital assets.

Confidential, Los Angeles / Mountain View, California Jan 1991 – April 1996
Customer Engineer, Hewlett Packard Services. 
HP Field Organization supports all HP hardware and software, along with all associated peripherals such as networking and storage solutions. Support for third party hardware was also provided on a contract basis.

• Provided on-site support for customers of HP Intel based computers, printers and related peripherals for the entire installed base covering Southern and Northern California. Managed individual accounts and system support for large multi-vendor customers such as AGSM at UCLA, and the cities of Beverly Hills and Santa Monica. This included HP and non-HP equipment such as IBM, Apple, and Compaq computers, printers, and associated peripherals.
• Escalation Engineer for the Northern California area. Provided customer service and resolved escalated hardware failures, often coordinating with the customer’s management team and HP factory personnel. Coordinated customer calls for the Northern California area for the local engineering team across all HP product lines.

Education and Specialized training

Confidential Institute 
Associate Degree of Applied Science (AAS),

Professional Certifications and Training

• Certified HP LaserJet Expert
• Advanced NetServer Certification
• Windows MCSE training
• Linux Administration Training
• SAN Training
• Project Management Training
• BPI Champion
• Cisco CCNA Training