KIM W. SUMMERS

ac2cwr@r.postjobfree.com M: 925-***-****

S U M M A R Y

An accomplished and global technology professional with over 20 years of progressive and in-depth experience in the testing, network visibility, healthcare, digital rights management, content distribution, Internet Hosting and the Internet Data Center industry sectors in both domestic and international settings. Recognized for his ability to recruit, develop and train system engineering and technical support teams who demonstrate strong capabilities for achieving complex technical initiatives and improved Customer Satisfaction results. Significant network engineering leadership competencies address strategic and tactical imperatives driving corporate objectives. A highly experienced technical trainer who taught networking engineering testing and analysis to multiple teams on a global basis creating a much more uniform understanding of technical information across the Enterprise. Customer focused professional who understands the importance of determining a Customer’s needs in order to deliver exceptional customer service. Known as a versatile and innovative technical problem solver who took charge of the responsibility of providing the Customers with solutions to their reported hardware and software concerns. Ambitious global cross functional team builder responsible for directing and focusing efforts for complex initiatives. Possesses strong collegiate and accessible leadership/mentoring style fostering strong team accountability and improved morale.

C O R E C O M P E T E N C I E S

• Global technology professional

• Robust hardware/software experience

• Strong grasp of technical ROI

• Versatile technical problem solver

• Cross functional team builder

• Customer focused professional

• Network Visualization expertise

• High impact professional services driven

• Collegial and mentoring leadership style

• Solid project management skills

• Intuitive and skilled technical trainer

• Asset and budget expertise

• ISO technical writing acumen

• Polished technical presentation skills

• Experienced in statistical reporting

• Data center design skills

P R O F E S S I O N A L E X P E R I E NCE

LiveAction, Palo Alto, CA 2/2015 – 5/2017

LiveAction is the leading provider of Network Visualization and QoS Management software (LiveNX). Manager of Technical Support Team

• Engineered the expansion of the Technical Support Team (TST) by defining the team roles, recruiting the best people for each position and trained them on a proper Case Management methodology. This team of six Support Engineers were charged with the responsibility of providing customers with solutions to their reported Licensing and software issues. Results were a highly engaged and results driven team who delivered solid/timely customer service as measured by Case Closure Surveys that averaged above 4.8 out of 5 for the last two years.

• Versatile leader who provided technical services to assist customers in determining the appropriate network design, installation and troubleshooting of monitoring solutions centered on LiveNX.

• Continually improved the quality of service provided by the Technical Support Team through product training, clear procedures and policies and direct leadership.

• Dramatically improved Customer Satisfaction by working with the Sales Team (Inside and Regional), Systems Engineering Team, Accounting Team, Marketing Team and Product Managers to constantly improve the Salesforce implementation, follow up on Customer issues not directly related to the

“Break/Fix” mission of the TST and to provide guidance on Customer Communications so that each Customer would hear LiveAction “speak with one voice” to avoid confusion and delays. IXIA (Formerly Net Optics) Calabasas, Ca $500MM 9/2011 – 6/2014 IXIA is a leader in providing high performance network test, monitoring and visibility solutions spanning multiple industry sectors.

Manager of Global Technical Assurance Centers (GTAC)

• Successfully provided technical training for customers and Net Optics personnel on all aspects of the product line at the headquarters as well as on-site for customers on three continents including North America, Europe and Australia.

• Customized Technical Services to enable the appropriate network design, installation and troubleshooting of customers monitoring systems on three continents.

• Led a transformation in the customer assurance centers by defining the team roles, recruiting the best people for each position, trained them on a Customer First! methodology and lead the team of six Support Engineers and an RMA Analyst charged with the responsibility of providing customers with solutions to their reported hardware and software concerns. Results were a highly engaged and results driven team who delivered solid/timely customer service on a global basis with great efficiency.

• Created and developed specific Key Performance Indicators for the GTAC to measure the effectiveness of the Support Organization across the Globe.

• Continually improved the quality of service provided by the GTAC through increased product training, clear procedures and policies and direct leadership. Kaiser Permanente Information Technology, Pasadena, CA $2.2B 7/2007 – 9/2011 Kaiser Permanente Health Care is the premier provider of quality Health Care in America with over 9 million members.

Lead Network Capacity Planning Analyst (WAN)

• Methodically and systematically analyzed the available bandwidth at each of KP’s 848 WAN sites as part of the Monthly Exception Report which tracks those sites that need to have increased or decreased bandwidth capacity due to changes in utilization and future needs, as part of the Network Services / Capacity Planning and Application Performance Monitoring Group.

• Authored 36 Network and Application Analysis documents which are used to determine the viability of new or upgraded applications when they are run across the KPIT Network.

• Key team member in the Critical Outage Bridges to provide packet capture, analysis and recommendations leading to Root Cause Analysis for Network Incidents.

• Appointed by management with configuring, upgrading and maintaining the 200+ NetScout Network Probes and Performance Manager Servers that monitor all of the critical WAN links within Kaiser as well as the five Internet Point of Presence sites.

• Researched the need and Architected the final design for improved visibility of the flow of information by adding 30+ NetOptics Directors to aggregate traffic for monitoring and Data Loss Prevention (security department).

• Provided the monitoring design and installation support for these Kaiser core projects: o Cisco NEXXUS Switch Project,

o Pleasanton Data Center,

o Colorado Disaster Recovery Data Center

o AT&T UltraVailable Network using 10G DWDM services to provide MPLS, Point-to-Point and Internet Services at five Data Centers in three Regions on three interconnected Rings. Entriq Carlsbad, CA $10MM (rolled up into Irdeto) 3/2006 – 5/2007 Irdeto is a world leader in multi-screen, revenue assurance and media protection solutions for pay TV operators, OTT service providers and content owners.

Senior Network Engineer

• Designed and installed a logistically challenging 100 server “instance” within the Savvis Data Center in Irvine, Ca to support a variety of product lines including mobile, desktop, and home entertainment solutions that Entriq offered. Results were a significant increase in redundancy/backup and a remote management capability.

• Resourcefully improved the functionality of the Headquarters Data Center by developing an in-house process solution for power management, ongoing metrics to evaluate the power usage and procedures to deal with power needs for new projects.

• Actively participated in the 24/7 on call schedule for hardware and software customer support. VitalStream, Inc. Irvine, Ca $7.5MM 6/2003 – 1/2006 VitalStream was a provider of Managed Hosting, co-location and streaming media services on an international basis.

Senior Network Engineer

• Designed and implemented innovative network solutions to efficiently handle a 400% growth in production streaming traffic during 2005.

• Conducted successful Carrier Bandwidth negotiations in 2004 and 2005 resulting in a dramatic per unit average cost reduction of 70% saving the company more than $750K each year in bandwidth charges.

• Researched, analyzed, justified the technical ROI and implemented a versatile path routing solution to provide improved access for streaming customers.

WiseTec Orange, Ca $1.5MM 6/2002 – 6/2003

WiseTec was a provider of Managed Hosting and co-location services in Orange County, CA. Network and Systems Consultant (Contract)

• Oversaw the migration of WiseTec’s DSL services into a new Internet Data Center without unscheduled customer interruptions.

Exodus Communications Santa Clara, CA $270MM 9/1996 – 5/2002 Exodus was the premier provider of Internet Data Center and Managed Solutions for customer around the world. Sr. Network Engineer, NOC Manager and Assistant Data Center Director

• Supervised the Network Control Center staff of 5 Level 1 and 4 Level 2 support engineers on a 24/7 rotation which was designed to maximize customer support efficiencies.

• Assisted the Data Center Director in the day to day operation of a 13K sgft facility and a 100K sqft facility

• Oversaw the design for customer equipment installations within the Co-Location space including cooling load, electrical load, network access and cage layout.

• Responsible for the training and technical advancement of all 180+ Network Engineers across the 34 global Data Centers operated by Exodus.

Quantum Corp. Milpitas, Ca $800MM 5/1995 – 7/1996

Quantum Corp. was a manufacturer of computer storage systems with a worldwide manufacturing and sales presence.

Information Services Project Manager

• Coordinator of Network Services for the Quantum/HP Disaster Recovery Team.

• Lead Analyst for Cisco router upgrades and configurations for all 24 worldwide sites.

• Responsibility for the design, installation and support of: o Sales office LAN’s,

o the Engineering Lab Building in Ipponmatsu, Japan o the Headquarters Campus LAN comprising seven buildings o the Corporate WAN using T-1 and Frame Relay circuits around the globe. Pacific NetSoft Dublin, Ca $8MM 10/1994 – 4/1995

Pacific NetSoft was a contractor for IT Services to many Bay Area companies including American President Lines.

Telecommunications Project Manager (Contract to APL)

• Design and support responsibility for LAN and WAN connectivity at: o all worldwide shipping sites

o both corporate data centers

o select Sales Offices

• Lead design team for the UNIX/MainFrame Integration Project that resulted in a fully redundant data switching network system between VAX, IBM R-series servers and the legacy Amdahl mainframe systems.

International MicroNet San Francisco, Ca 3/1994 – 9/1994 International MicroNet was an IT services supplier and hardware reseller throughout Northern California. Network Analyst and Site Team Leader

• Assigned to the Pacific Gas Transmission contract to manage four technicians/Novell administrators and supported the LAN and WAN needs in four Northwestern States and one Canadian Province.

• Assigned to the County of Placer in eastern California to design and install the first high speed county government Metropolitan Area Network using dark-fiber as a capacity flexible backbone between primary sites and the county’s data center.

N.S.E., Inc Houston, TX 6/1993 – 2/1994

NSE was an IT services supplier and hardware reseller throughout Eastern Texas. Network Engineer (Contract)

• Assigned to the Enron Migration Contract to provide Ethernet specialty support and documentation during the installation of 48 STP and UTP switches supporting Ethernet and Token-Ring end users and the first installation of four WellFleet BCN routers at a single site.

• Assigned to Rummel Creek Elementary School as network administrator and technology instructor for kindergarten through fifth grade students and facility. Rockwell Space Operations Company Clear Lake, TX 8/1988 – 6/1993 RSOC was the lead of the Space Transportation Systems Operations Contract in support of Manned Space flight at Johnson Space Center near Houston, TX

Sr Telecommunications Analyst

• Support for all in-house broadband backbone systems and associated end user computers and terminals.

• Responsible for the transition from ThickNet to UTP switches in support of 2000 mainframe and PC nodes.

• Managed the 2000 node Rolm Telephone switching system for four offsite buildings.

• Designed, installed and supported state of the art LAN/MAN/WAN facilities for Rockwell and the Johnson Space Center (NASA). Awarded special recognition by Dan Goldin, NASA Administrator for this effort. Unisys Corporation Clear Lake, TX 8/1987 – 8/1988

Unisys was a part of the Space Transportation Systems Operations Contract in support of Manned Space flight at Johnson Space Center near Houston, TX

Ethernet Network Installation Engineer and Xerox Secretarial Systems Administrator

• Supported connectivity for 350 Xerox Secretarial Workstations, 75 Personal Computers and 10 mainframes in fourteen buildings onsite at Johnson Space Center and four off-site buildings.

• After completion of the Xerox Secretarial Workstation Administrator training, took over the tasks of hardware, software, backup and server maintenance for this function. United States Navy Global Presence 10/1974 – 8/1987 Naval Aviation Electronics Technician and Command Career Counselor Petty Office First Class, Aviation Electronics Technician (E-6)

• Trained on and supported RADAR, SONAR, Forward Looking InfraRed, computer control systems and computer operated test benches for the Lockheed S-3A, Grumman EA6-B and Motorola Micro-Processor controlled training systems.

• Managed various workcenters manned by as many as 18 technicians supporting up to $10M worth of avionics.

• Excelled during the last two years of service as the Command Career Counselor for VAQ-138 in Whidbey Island, WA.

• Received numerous commendations from Squadron, Ship and Fleet commanders for being a highly effective Command Career Counselor both ashore and at sea. Certifications (Current and Previous)

ITIL Foundation 7/17/2013

Dale Carnegie “How to Communicate with Diplomacy and Tact” 10/8/2010 Sniffer University “TCP/IP Analysis and Troubleshooting” 11/20/2009 NetScout “nGenius Essentials Certification” 11/4/2010 RADware Application Infrastructure Solutions 10/15/2004 HP-Unix Admin Certification 11/17/1995

Recognition

NASA Group Achievement Award for “Timely efforts to develop, plan, and implement the transition of NASA telecommunications requirements from the Rockwell Corporate Network to the NASA Program Support Communication Network (PSCNI)” 2/10/1993

KP-IT Recognition for “Data Center Network Remediation” & “SCAL WAN Migration” 1/26/2009 KP-IT IMG: Network Services Certificate of Appreciation “work on KP.ORG and KPLearn Migration” 6/23/2010

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