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Technical Support Systems Administrator

Orlando, Florida, United States
November 30, 2017

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Steven Glassman

*** * ***** ******, **** ****

Orlando, Florida 32801

Phone: 561-***-****


Accomplished Senior UNIX Systems Administrator with progressive and extensive experience maintaining high service level availability with Unix, Linux, and Windows systems for a global technology corporation in fast-paced environments. Possesses strong knowledge of various full stack technologies utilized to rapidly identify service failure stress points and determine appropriate solutions. Highly analytical, organized, self-driven, with strong people management skills. Focused and determined to resolve service issues quickly and efficiently by inspiring motivated team interactions, accurately utilizing all available assets, and developing exacting solutions. Expertise in the following areas:

Product Migrations

Customer Support Training

Hardware Management

Technical Support

Technical Documentation


SWISSCOM AG, Zurich Switzerland (Remote) 2016 – 2017

Linux Engineering Consultant

Providing Linux Engineering solutions for a limited contract to Swisscom's web hosting group in Zurich, Switzerland, during their migration period from NTT America to a new web hosting provider based in Europe.

VERIO, INC., Boca Raton, FL 2002 – 2016

(Verio was merged into NTTA in 2014. NTTA provides network and data management services.)

Senior UNIX Systems Administrator (2014-2016)

Responsible for low to high-end server administration in a large-scale, multi-site production environment using a variety of UNIX operating systems, including IRIX, FreeBSD, and Linux as well as related server technologies. Monitored and evaluated server system performance and provided support for unresolved client issues escalated by customer operations. Planned, created, and implemented documentation. Performed on-call duties as needed. Managed modern software deployment methods for a subset of our hosting platform. Represented the UNIX Hosting department and the company in various internal and external meetings. Assigned as a primary resource and subject matter expert for Shared Hosting platform to migrations teams.

Worked on-site in Tokyo for five weeks during a critical customer migration, enabling the on-time completion of all migration work.

Senior UNIX Systems Administrator, Neutraubling, Germany (2011-2014)

Responsible for systems management, support and maintenance of a variety of Linux and FreeBSD operating systems and server technologies, with a concentration in Red Hat Enterprise Linux. Monitored and evaluated server system performance and provided support for unresolved client issues escalated by customer operations. Planned, created, and implemented documentation and training. Represented Verio in various meetings with hosting partners.

Localized for a three-year assignment to Verio Europe GmbH in Germany as dedicated support for Verio’s European partners, directly resulting in Verio meeting our financial incentives for our Zurich partners for the first time ever.

Executed a hardware refresh project to upgrade and replace aging servers in the Zurich server group. Newer hardware with a higher customer density allowed the use of 22% fewer servers, thereby reducing operating costs.

Trained Verio Europe customer care team and implemented new support methodology thereby increasing first-touch resolution and reducing resolution time for escalated customer issues by an average of 30%.

Executed the decommissioning of a Spain-based server group, allowing for an on-time completion of contracts for exiting that data center.

S. Glassman, Page 2

UNIX Systems Administrator I (2007-2011)

Unix Server system management & administration tasks; fault finding; assisted with software and hardware upgrades; assisted with technical tasks to be completed with other groups; performed on-call duties as needed; resolve technical issues using ticketing system and appropriate escalations; planned,

created and implemented documentation. Acted as the company’s SSL Administrator, responsible for all SSL certificate purchases ordered or renewed through the entire company, including SSL installations for my directly supported platforms.

As SSL administrator, transitioned our platforms from single-server SSL to wildcard SSL for all major customer groups, reducing our SSL budget by approximately 80% in each server group.

Worked on-site in the Sterling, Virginia data center to build out a new web hosting server cluster for an OEM partner resulting in an on-time launch of the new server group.

Worked on-site in Hong Kong with a team to build and implement a new product platform. Performed hardware and operating system configuration for multiple racks of servers in the new product, meeting all deadlines for a successful product launch.

Organized and executed a project for hardware refresh to replace outdated RAID cards in a FreeBSD platform to reduce server down time due to RAID failures. This eliminated approximately 15-20 unnecessary server reboots per month throughout the platform.

Created initial overlay of Bind on Linux for Verio hosting platform, allowing the replacement of aging FreeBSD name servers with updated technology. This increased the availability of our name servers by 30%.

Technical Support Supervisor (2006-2007)

Supervised a team of technical support representatives including Tier I/II/III to ensure that they complete assigned tasks, follow proper procedures, and achieve the company’s goals, monitor CRM and phone queues to maintain SLA, led bi-weekly progress report meetings and annual reviews with representatives to grow their progress and skills. Ran interview and new-hire selection for incoming technical support representatives. Administrated payroll for my direct reports. Planned and organized seating charts and schedules for the department.

Senior Support Associate (Tier 3) (2004-2006)

Provided primary support for a twelve-person team, including tier three resolutions of technical issues. Wrote and implemented training documentation and support trainings, maintained extensive knowledge of products, platforms, and SOPs and attended interdepartmental meetings on behalf of Customer Care.

Technical Support Team Lead (Tier 2) (2003-2004)

Researched and resolved escalated technical issues from Tier I/II technicians over phone and e-mail, addressed escalated issues from customers and assisted with training of new hires.

Technical Support Representative (Tier 1) (2002-2003)

Supported shared web hosting customers via phone and e-mail, assisted with technical issues relating to DNS, E-mail, FTP, HTML, CGI and other scripting languages, e-commerce, and multimedia.

SIRS PUBLISHING, INC, Boca Raton, FL 2000 – 2002

Web Development Coordinator

Responsible for coordinating, producing and maintaining SIRS Publishing commercial web sites, including researching and developing new features; working with marketing, sales and research departments to coordinate and produce web sites. Utilized strong organizational skills, presentation skills, and the ability to prioritize tasks. Wrote and proofread promotional copy for the company web sites.

Developed and executed rollout of new corporate website design and rebranding.

S. Glassman, Page 3


Bachelor of Arts in Communications

University of Central Florida, Orlando

(Concentration in Communications and Radio/Television)

Associate of Arts Degree

Palm Beach State College, Lake Worth, FL


Hardware: Dell, HP, and Intel


Software: MS Office, Jira

Systems: Linux (Red Hat Enterprise, Ubuntu, CentOS), FreeBSD, IRIX, Windows, MacOS,

Standards: ITIL

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