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QUALIFICATIONS: Excellent background in technical support management, technical customer
support, and support documentation. Systems experience on Sun Solaris and HP UNIX servers
and workstations. Extensive background with software development environments. Bilingual -
Fluent in Spanish - speak, read, write. Outstanding depth in:
Building support organizations, Agilent and Manage.Com, Questra Corporation.
Customer support, support processes, and support performance that delight customers.
Team building for successful teams and highly dynamic environments.
KEY ACCOMPLISHMENTS:
Designed and implemented support programs for global 24x7 coverage with existing resources.
Delivered 20% productivity increase by instituting a cross departmental program for collection and use of quality metrics to guide continual improvement of development and production processes.
Facilitated 80% improvement in software development cycle.
Received multiple STAR awards, stock grants, for excellent performance and cross team contribution.
Pioneered utilization of the Internet for support solutions at Hewlett Packard.
Realized $430k savings per year for EDA software development team.
SKILLS:
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Management:
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People, multiple projects, schedules, contracts, vendors.
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Technical Support:
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Trouble-shooting, O.S. configurations, software, hardware, network,
in-person, phone, email, web.
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Web Servers / Application Servers:
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Apache, Netscape Enterprise, iPlanet, Apache Tomcat 3.x, BEA Weblogic 6.1 / 7.0, JRun 3.1 Professional.
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Databases:
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Oracle 8i, Sybase 11 / 12, MS SQL 7.0, Access, Informix.
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Presentations:
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Users, executives, trade shows, training, classroom, one-on-one, teleconference, WebEx.
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Communication:
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Inter-personal, phone, trade-shows, training, technical customer support.
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Systems Administration:
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HP-UX, Solaris, kernel performance tuning, networking.
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Networking:
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SNMP, DNS, NFS, Samba, LDAP, TCP/IP, X.25, ISDN, GateD, Tibco Products: Hawk, Rendezvous, PortalBuilder.
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Microsoft Products: |
Windows, Office Products - MS Word, MS Excel, MS PowerPoint, Visio, MS Access, Outlook.
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Languages:
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Java troubleshooting, XML, HTML.
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Miscellaneous Software:
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JDK, Java Development Kit, JRE, Java Runtime Environment, Kana, DeskTop, Scopus, TeamShare, DreamWeaver, Adobe PhotoShop, Adobe Acrobat.
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EXPERIENCE:
Improved support response time by implementing web based call-tracking system.
Built excellent customer relationships and facilitated new sales due to strength of support.
Built a 24x5 support operation including support team members in India.
| Manager, Client Services |
| ScImage, Inc., Los Altos, CA |
2003 - 2004 |
Increased customer satisfaction notably in 8 months.
100% team retention.
Excellent success in meeting customer commitment.
Successful implementation of office computer (PC) optimization procedures for insurance firm.
1 hour turn-around of application recovery and configuration on office computer (PC).
100% successful review of office systems anti-virus configuration and implementation.
Resolved 100% of incoming calls with available resources.
100% success at meeting customer satisfaction metrics.
Successful contributions to process improvements for whole team.
| Technical Support Manager |
| Manage.Com, San Jose, CA |
2000 - 2002 |
Designed and implemented support programs for global 24x7 coverage with existing resources.
Managed successful timely resolution of escalations by providing cross-functional leadership and leading technical, management, and support resources through the escalation process.
Guide continual improvement of software development and support by supplying roadmap of metrics for collection and monitoring to executive management.
Engineering Services team provided central support for corporate Supply Chain solutions.
Delivered 20% productivity increase by instituting a cross departmental program for collection and use of quality metrics to guide continual improvement of development and production processes.
Facilitate teamwork environment by creating peer recognition program for department.
Facilitated 100% support coverage for global customers in a 24x7 environment.
Co-authored a re-write of the
HP-UX Kernel Tuning and Performance Guide
providing customers an authoritative guide for tuning HP-UX systems.
Partnered with Synopsys to
provide solutions in a growing HP-UX development environment.
| Productivity Engineer |
| Hewlett-Packard Company, Palo Alto, CA |
1995 - 1998 |
Received retention stock grant for excellent sustained performance across multiple teams.
Received STAR award, a stock grant, for successful completion of IT needs analysis project.
Realized $430 K savings for one year due to compute architecture and process improvements.
80% improvement in software development cycle by delivery of new development environment.
Facilitated 100% successful corporate systems security audit utilizing web based documents.
Improve by 75% turnaround time for user technology requests by creating web forms.
Delivered 99% scheduled uptime of systems in local data center for software development team.
| IT Soultions Specialist / DNS Master |
| Hewlett-Packard Company, Santa Clara, CA |
1992 - 1995 |
Supplied 95% scheduled uptime of 33 UNIX client servers, 300 clients.
Provided 98% scheduled uptime of 15 production UNIX servers across four sites in the bay area.
100% completion of DNS infrastructure upgrade project by successful project management.
35% improvement in network utilization by architecture of client/server infrastructure.
Mentored new systems administrators.
Developed guidelines for managing systems in a production environment.
Served as technical lead escalations providing focal point for technical contact by management.
| Response Center Network Support Engineer |
| Hewlett-Packard Company, Mountain View, CA |
1991-1992 |
Delivered 98% USENET server uptime for RC engineer use.
Received STAR award, stock grant, for providing rapid response to security breach by a user.
Provided networking support for DNS, gated, ISDN, X.25, X.400, TCP/IP.
Championed usage of Internet to deliver patches to customers.
| Response Center EECAD Support Engineer |
| Hewlett-Packard Company, Mountain View, CA |
1989-1991 |
Pioneered electronic submission of trouble calls via the Internet within the Response Center.
Recreated user environments on lab equipment duplicating hardware, software, and kernel configurations.
EDUCATION
Palomar College, San Marcos, CA. Electronic Technicians Certificate
Inter-Personal communications, UCSD Extension, San Diego CA
Leadership Management, UCSD Extension, San Diego, CA
PROFESSIONAL ORGANIZATIONS
USENIX Association (since 1994)
USENIX Systems Administrators Guild
(SAGE)(since 1994)
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