Manager Management

Will Quon

Mobile: 408-***-****

Email: ******@*****.***

Seeking a challenging technical support, IT operations or implementation management position in an environment where

strong personnel and technical management skills are required to improve efficiencies, stimulate creativity, and promote

teamwork.

Summary of Qualifications:

Manager with over 10 years of technical support, network & computer operations, and design engineering experience

Project Management - Exercise effective project management skills to complete network, system/application, and site

tasks and projects on time and within budget. Entailing management of personnel, vendor resources, finances, and

technology.

Network Protocol Analysis - Extensive use of network protocol analysis to make effective business decisions

concerning network, system, and application enhancements.

Network Design and Equipment Setup - In depth working knowledge of network/system configuration, setup, and

overall design methodology. Work extensively with engineers, vendors, and customers to develop viable network

design solutions, meeting current and future systems/network requirements.

U.S. Citizen (Proper Bostonian)

Significant Accomplishments:

Provided data center operational management of systems, servers, tape backup systems, and network equipment

Directed a team of Tier 2 product support engineers with providing support to carriers for a MPLS router/switch

Completed SOX-404 (Sarbanes-Oxley) IT financial reporting controls audit

Directed teams of 40+ network operations and engineering personnel

Exercised control of operating budgets totaling $24M

Implemented network, systems, and application fault and performance monitoring to meet 24/7 operational

requirements

Established corporate network standards for equipment, services & server platforms

Established and managed a network equipment virtual test laboratory to support applications / systems development,

equipment compatibility and benchmarking testing, and customer demonstration activities

Converted a multi-FDDI ring to a multi-Gigabyte Ethernet backbone design, increasing raw data throughput tenfold

(100Mb/s to 1,000Mb/s)

Implemented an EMC SRDF service over ATM to provide corporate data center replication to a remote DRP site

Implemented NAS systems using NetApp F740 and F760 storage servers with CIFS providing common storage for

Unix, Linux, and Windows clients in India and US sites

Directed a team of network engineers, providing protocol analysis and application characterization services to

optimize business solutions

Consolidated long distance voice carriers to improve domestic and international service levels and reduce cost per

minute charges by 20%

Crafted and directed a vendor selection process, reducing network service costs 20%

Implemented and delivered technical training

Spearheaded network consolidations, systems & applications conversions & site relocations

Established and managed pre/post sales customer support teams, assisting with NOS upgrades, conversions & site

consolidations

Experience:

10/12 to Pres Pitney Bowes/eBay, San Jose, CA

Software Engineer (contract)

Provide 24/7 support for PB (Pitney Bowes) mission critical web based shipment/tracking products, which is classed as a

large scale distributed cloud based system that handles large volume and high performance applications. A key member

of a cross-functional E-Commerce team collaborating with product, engineering, professional services and support

teams, on product development and deployment, infrastructure p erformance and capacity planning, as well as SLA

compliance.

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Daily tasks consist of monitoring system availability & performance, system using Nagios; application, & transaction log

analysis using Splunk; and general MySQL database interrogation via direct access or using graphical tools, such as

MySQL Workbench.

06/11 to 10/12 Ricoh EWS, San Jose, CA

Manager, Customer Support

Provide customer/product support for Ricoh EWS’ eQuill/eWriter eClip (WiFi/3G - electronic clipboard) / workflow services

technology. Currently in the process of implementing a fully integrated Tier 1/2/3 case management system that

encompasses cloud based ACD, SFDC Service Cloud CRM (case management), JIRA (bug & software enhancement

management). Working with pre-sales engineering to development pre-implementation customer site WiFi 802.11 bgn

survey methodology and site survey reporting as part of the product solutions package that will guarantee a successful

eQuill/eWriter implementation in the customer’s environment wit h product GA (General Availability) in CY2012.

Working in a dual capacity as a manager architecting support tools, applications, processes; and as a customer support

specialist. In conjunction with serving as an individual contributor providing direct su pport to external customers with device

provisioning, application access, and document/form loading and manipulation.

06/07 to 06/10 Tellabs, Inc., Santa Clara, CA

Manager, Technical Support Engineering

Managed a staff of eight TAC (Technical Assistance Center) Technical Support Engineers providing T ier 2 support to

major network carriers (Verizon, ATT, NTT, Telstra, PLTD, etc) that utilize Tellabs 88XX MSR (Multi-Service Router)

providing global MPLS PW (Pseudo Wire) wire – line/less services with data rates ranging from DS0 to OC192C and

10GE.

The TAC center operated a 24/7 schedule, with staffed rotational on-call schedules. Critical cases were escalated to the

manager for resource (equipment and staff) allocation and Tier 3 engagement (critical cases only) for immediate fault

isolation and service restoration to minimize customer services availability and financial impact.

10/04 to 02/06 Varian, Inc., Palo Alto, CA

Global IT Manager

Managed a department of twenty-six, with nineteen direct reports providing global voice & data network, and server

infrastructure services to all Varian locations. Managed technical resources supporting a centralized SAP/Oracle

environment running on IBM/AIX servers/SAN, eCommerce on Solaris, POP/IMAP email servers, and distributed

NFS/Samba/email AIX and Red Hat Linux servers. Implemented a managed MPLS WAN to support the convergence of

voice, data, and video traffic streams. Administered an operational budget of $12 million.

Right-sized mobile computers (notebooks) to support a SAP CRM -Mobile implementation, and implementing a

company-wide WPA (or 802.11i compliant) WLAN infrastructure, which allowed mobility from site-to-site while

maintaining security with centralized management.

Worked with peers to establish applications, systems, network, and storage requirements and architectures for future

deployment.

Completed Varian, Inc.’s SOX-404 (Sarbanes-Oxley) IT financial reporting controls in December 2005 and obtained

external auditor review and signoff.

4/03 to 10/04 CTB/McGraw-Hill, Monterey, CA

Manager, Network Administration

Managed data center operations and network services for CTB Monterey, Salinas, Mather, Indianapolis, and Delran

locations with a staff of sixteen - PC technicians, Windows/Solaris/AIX system administrators, and network engineers.

Administered an operating budget of $2 million across all sites with resource liquidation to business units.

Completed Enterprise Technology Renewal Phase I (ETR-PI) in November 2003, where the majority of proprietary

assessment test, analysis, and reporting systems where migrated to Web based Unix systems and relocated to McGraw -

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Hills’ corporate data center in Hightstown, NJ. Worked on ETR-PII planning to migrate the balance of applications to

the new platforms and implement a large -scale production environment.

Provided daily application, system, and network monitoring and corrective action support at all locations using a variety

of tools (Spectrum, BMC Patrol, Nagios, MRTG, Concord NetHealth, WildPackets EtherPeek NX, and custom

application logging and monitoring tools). Completed the infrastructure build out a t a new CTB site in Salinas to

support assessment test scoring, analysis, and reporting with a targeted go l ive date of February 2004.

1/01 to 2/02 Lumenare Networks, Sunnyvale, CA

Director, Network Operations

Managed systems, applications, and network infrastructure. Developed and administered a budget of $4 million.

Worked closely with engineering, business development, and prospective customers to deliver Lumenare's LabMagic

network equipment test automation solutions designed to improve operational efficiencies and reduce expenses.

Led LabMagic Level 3 (colo) demo environment buildout and operation. D rove headquarters laboratory expansion to

support engineering, QA, PSO/Device Integration, and core IT/Operations services. Facilitated India development site

turnup with Internet VPN access to headquarters for email, code development and remote tests ver ification. Managed

and led Network Operations Center and Help Desk implementation using MRTG, Sitescope, Intermapper, MS Access,

and Etherpeek for packet analysis.

7/99 to 1/01 Apple Computer, Cupertino, CA

Senior Manager, Global Network Services

Managed worldwide corporate network services. Developed and administered an operating budget of $24 million.

Directed daily global operation of voice, data, and video networks; network design and engineering functions; equipment

and services; standards and policies; capacity and strategic network planning.

Managed global voice and data network re-design and route optimization effort. Implemented web based call accounting

and inbound caller ID presentation and 911-caller location identification. Managed Santa Clara Valley data center and

Elk Grove disaster recovery site buildouts. Managed Santa Clara Valley MAN FDDI to Gigabit Ethernet conversion

utilizing Cisco 6509 switches over single/multi-mode fiber. Implemented 802.11 wireless network support throughout

Santa Clara Valley campus.

6/95 to 7/99 Seagate Technology, San Jose, CA

Manager, Global Network Technologies

Managed network engineering focused on strategic network technologies to improve performance, reliability, and to

maintain or reduce future operating cost. Traveled extensively in the Pac Rim providing network services to in country

IT organizations supporting Seagate's core disk drive manufacturing processes.

Managed Oracle smart-client application, forms and replication tools rollout. Conducted application characterizations to

develop network bandwidth budgets supporting global network re -design efforts.

5/94 to 6/95 Read-Rite Corporation, Milpitas, CA

Manager ISG Communications

4/93 to 5/94 TCE Technology Group, San Jose, CA

Director of Support

Other Employment Experience:

Wyse Technology, San Jose, CA

MICS – Communications and Computer Operations Manager

Varian Associates, Palo Alto, CA

Manager Telecommunications Systems Planning and Implementation

Education: Northeastern University/Lincoln College, Boston, MA

- BSET, Electrical Engineering Technology Program

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Golden Gate University, San Francisco, CA

- BS.TELC, BS Telecommunications Management

Northeastern University, Boston, MA

- MBA/High Technology Management (Online – Planned for 2012) – (http://onlinemba.neu.edu/online-mba-

program/technology-management.asp)

Service Strategies - 04/2008

- SCP (Service Capability & Performance) - CSM (Certified Support Manager –

http://servicestrategies.com/training/management-development/support-manager/)

TL9000 Certified Auditor

Cisco CCNA – In Process

MCSE – In Process

ITIL – In Process

PMP – In Process

Perl, Bash, and TCL/TK Scripting – In Process

Network Flow (flow-tools) Analysis – In Process

Working knowledge of the following operating systems, equipment, environments, and data communications protocols: firewalls a nd

proxy services, network switches and routers, network protocol analysis and application characterization, Splunk, Nagios, MySQL

Workbench, Salesforce, DEC VMS 5.X, Sun Solaris 2.X, SCO Open Ser ver UNIX V R3.2, Linux (centos 6.3, Ubuntu 11.04 LTS, RedHat

9, Suse 9.0, Mandrake 9.1), webOS 1.4.5, Android 1.5, DOS 5.0/6.2, MacOS 8.6/9.0/X, Windows 3.1/95/98/W2K/XP/Vista /7, NT 4.0

WS, Vines 4.XX - 5.XX, TCP/IP-NFS, DECNet IV, DEC-LAT, 10/100/1000 Mb Ethernet, WiFi (802.11bag, 802.11i, 802.11x, 802.11n),

MPLS, OSPF, IS-IS, BGP, Token Ring, HDLC, SDLC, SNA, BSC-3270/2780/3780, HASP, T1/T3/FR/ATM WAN Services,

X.25/X.400/EDI, and TL9000. Highly profic ient with Microsoft Office, Project, Visio, and Access applications.

Affiliation

IEEE Computer Society

SCP – CSM (Certified Support Manager)

References

Available upon request

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