Engineer Customer Service

Scott Hazen Mueller *****@*****.**-***.***

** ***** ***

West Orange NJ 07052

Operations Tactician: Translating strategy to

execution.Professional/Managerial Skills:

Highly experienced system and network operations group manager, 1st and 2nd

level. Strongly people-focused with excellent customer service skills.

Significant experience in finding and solving business, management and

technical problems. Highly skilled and comfortable in either team or solo

situations. Forward thinker with experience in heading off and preventing

problems. Effective and stable when emergencies do arise. Exceptional

writing abilities and strong verbal communications skills. Extremely

effective at explaining technical issues to people ranging from junior

administrators to members of the Board, and at explaining business issues to

technical team members. Wide technical breadth and a fast learner.

Experienced at improving both efficiency and morale. Exceptional technical

leader and mentor. Good at managing both to objectives and budgets.

Experienced with budgeting and cost modeling at project and departmental

levels. Excellent at controlling costs. Widely known and respected in the

Internet industry.Technical Skills:

20 years of problem-solving experience with multiple versions of the UNIX

Operating System, Solaris 2.3-2.10, MacOS X (10.3 and 10.4), HP/UX 11.11,

FreeBSD 2.1-6.1 and GNU/Linux (Redhat 6/7, Mandrake 8, Debian Sarge and Etch,

Ubuntu Dapper Drake and Hardy Heron). Configuration, installation and

operation of Sendmail, Popper, IMAPD, dovecot, BIND, Apache, Apache Tomcat,

DHCPD, Samba, SSH, X11, XNTPD, Rsync and Netsaint/Nagios. Experience with PC

hardware through Pentium-class machines with 8GB RAM and SATA or SCSI drives.

Background in workstation, minicomputer and minisupercomputer systems,

including SCSI, fiberchannel, SAN, NAS, DLT and other data center-grade

equipment. Deep knowledge of the IP, TCP, UDP, ICMP, SMTP, POP2, POP3, IMAP,

HTTP, NNTP, IRC, AIM and Telnet protocols, and operational understanding of

the FTP, SNMP, NTP, DNS, DHCP, RPC, NFS, SMB, SSH and Kerberos protocols.

Familiar with routing protocols. Familiar with network hardware - hubs,

switches, routers, including Cisco switches and routers. Fundamentals of

telecom WANs, including working knowledge of T1, T3, Frame Relay, DSL and ATM.

Deep knowledge of UNIX and network security and firewalls. Programming skills

in C, Bourne and Bash shells, Perl and Python. Experience with code review

processes and in writing readable code. Programming experience with Web/CGI,

Oracle/SQL and MySQL environments. Experience writing HTML including exposure

to PHP and Javascript.Professional Experience:Site Reliability Engineer/Systems Administrator (May 2007 to present), New York, NY:

SRE-SA for production infrastructure with a 5 9s reliability requirement.

Multiple lead roles in Google's corporate support organization. Work in a

sustaining operations role as lead of global team doing oncall 24x7x365

support for server infrastructure. Assess problems and respond within 5 and

30 minute SLAs. Deal with end users and other operations groups within

Google. Handle any server issue as the first point of contact. Look for

ongoing trends and escalate to service owners for resolution/repair. Lead

weekly tactics meetings to find larger issues and respond appropriately. As

lead for internal system administration support, run a metrics-gathering

experiment and restructure process from a centralized group to distributed

teams. Write reporting code to talk to Remedy to gather metrics. Train new

systems administrators in internal systems and processes. Recruit for and run

3-month training program for technical staff designed to develop proficiency

and increase promotability. As a service owner, build automated issuance

system for SSL certificates, used by internal secure infrastructure to

validate https/TLS and generic SSL connections. Automate process and

integrate with ticketing and source code control systems so that entire

process is reduced to a single command instead of multiple manual steps. Fix

bugs and provide support for this system and corporate internal web redirector

service. As a service team member, support internal web hosting

infrastructure, including carrying pager, providing 24x7 first responder

support, end-user support, toolsmithing for automated Apache configuration

reloader and team expert support for Apache Tomcat.Bruin Online Operations Supervisor (Programmer/Analyst IV) (October 2006

to May 2007),

Los Angeles/Westwood, CA:

Manage team of 4 UNIX Systems Administrators responsible for operation of

"Bruin Online," UCLA's in-house POP/IMAP/Webmail system supporting 35,000

mailboxes. Oversee general UNIX operations. Hire, train and retain staff.

Migrate infrastructure from Sun/Solaris to Dell/Redhat Linux. Interface with

engineering and user support organizations. Cooperate with and support peer

department that operates and supports a Microsoft Exchange environment based

on shared SAN and backup infrastructure.Lead UNIX Systems Administrator (Operating Systems Analyst II) (March 2003

to September 2006),

Northridge, CA:

Senior/lead systems administrator supporting University community of 30,000

students and 4,000 staff. Manage e-mail system supporting extended community

and over 100,000 mailboxes. Lead 3 systems administrators managing UNIX-based

WWW, e-mail, database and application servers. Manage software and hardware

infrastructure projects through to completion. Negotiate, manage and track

deliverables. In conjunction with middle and upper management, set team and

project goals and manage performance to those goals. Participate in

departmental committees setting policies in the areas of security and change

control. Mentor team members in technical intricacies of UNIX systems.

Interface with other groups (network, application development, user support)

within IT department.Director, Engineering & Operations (November 2002 to January 2003)

Clever Systems/Jettis.com, Westlake

Village, CA:

Responsible for day-to-day operations of Linux (Redhat 7.3) servers

supporting credit-card transaction processing systems and high-volume (15-20

million hits per day) web hosting for a premiere industry customer. Update

and implement Netsaint and Nagios monitoring and alerting systems. Maintain

system and software rollout processes. Perform a major system re-architecture

and upgrade in conjunction with the corporate software development

organization. Ensure prompt resolution of customer issues. Mentor junior

staff.Managing Director, Internet Engineering (August 2001 to October 2002), CA:

Consultant on various projects, including: design and implement an ASP

service deployment for a sales contact book system. Re-architect Linux

servers and network. Install, configure and debug MySQL database server

replication. Create extensive documentation, including network diagram,

facility map, and associated text description of systems, networks and

services. Analyze customer business plans and provide feedback. Debug

internal mail system problems.Director, Network Services (March 2001 to July 2001)

Netility Corporation,,

Sunnyvale, CA:

Managed technical operations team providing ISP services to 400+ business

DSL, T1 and dialup customers. Oversaw performance of in-house MIS duties.

Reduced trouble-ticket backlog (100 days+) 78%. Installed and improved

management reporting capabilities of ticketing system. Wrote parts-tracking

system in Perl/SQL with interface into ticketing and customer database

systems. Built network in new corporate HQ. Reduced staff 20% while

maintaining and even improving service quality.Vice President, Internet Technology (July 1998 to November 2000)

Asia Online Limited, Hong Kong:

Managed Hong Kong-based ISP operations - 25 people in System/Network,

Technical Support and MIS departments. Increased backbone capacity by 25%,

dial-up capacity by 22%. Increased Support call pickup rate from 88% to 96%.

Developed a regional network design that would cut backbone costs by 25%.

Used Technical Support's customer contacts to pursue cross-selling

opportunities. Worked to develop a bandwidth arbitrage plan that would

increase profitability without increasing backbone costs. Performed forward

planning and budgeting for local and regional technical operations. Conducted

cost studies of network infrastructure and technology. Engaged in

fact-finding and troubleshooting visits to branch offices. Conducted due

diligence on potential acquisitions. Managed technology standards,

documentation and intranet processes.Vice President, Engineering (January 1997 to June 1998)

Whole Earth Networks, San Francisco CA:

Performed project, personnel and operations management for Internet Service

Provider's Engineering organization. Assisted in creation and execution of

corporate strategy. Managed contractor and vendor relationships. Evaluated

product and service offerings. Made hiring and firing decisions. Mentored

staff. Provided technical leadership. Architected and deployed upgrades to

physical plant. Designed infrastructure for new service offerings. Improved

services substantially. Implemented anti-spam measures. Improved

connectivity. Added third Internet Exchange to backbone. Expanded dial-up

capacity by 15% and T1 port capacity by 150%. Rebuilt dial-up network.

Consolidated dial-up POPs to achieve $10,000/month in cost savings.Member of Technical Staff (November 1996 to March 1997)

Vixie Enterprises, La Honda, CA:

Manager, Internet Services and Operations (October 1995 to November

1996)

Worldview Systems Corporation, San Francisco, CA:

UNIX System and Network Administrator (January 1990 to October 1995)

Tandem Computers Inc., Cupertino, CA:

Technical Support Engineer (June 1989 to January 1990)

Ardent Computer, Sunnyvale, CA

System Support Engineer (December 1987 to June 1989)

Pyramid Technology Corporation, Mt. View, CA

Contract Consultant/CAD Systems Operator (November 1984 to December

1987)

City of Turlock Water Quality Control Facility, Turlock, CA

Education and Certifications:

B.S. cum laude in Computer Science, CSU

Stanislaus, June 1986.

Publications:;login:, The

Newsletter, columns on various technical and business topics,

1994-1996.View Source, a Webmasters' bi-weekly technical advice column,, April - October

1995.Other

Selected by Network World (December 2003) as one of the

"50 most powerful people in networking."

Director Emeritus, CAUCE North America; Director, CAUCE International; past

President of CAUCE North America; Chairman and founder of CAUCE, the leading anti-spam

advocacy organizations.

Administer personal UNIX systems since August 1987. Manage infrastructure

consisting of four servers collocated in three Internet POPs, two Mac OS X

servers providing support services, one RAID-5 NAS and one UNIX-based desktop

workstation, running over 1000BaseTX switched network. Install and maintain

mail, news, WWW and other software.

Moderate Usenet newsgroups ba.announce, comp.newprod,

comp.sys.sun.announce, misc.test.moderated, news.admin.technical and

rec.arts.sf.announce.

Publish "Fusion Digest" mailing list continuously since April, 1989. Run

500-user closed-membership anti-spam mailing list since March, 1995.

Contributor to the

NetNews

Moderator's Handbook.

Maintain and operate automatic posting 'droid' program for ba.weather.

Media appearances in:

CNBC;Tech TV (TechLive and ScreenSavers);TIME Digital;New York Times;Wall Street Journal;National Public Radio;KRON-TV (San Francisco);and approximately 40 other venues.

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