Manager Technical Support
Resume:
Robin Lyon
*** ***** ****, *** ******, CA *****
*********@*******.***
Career Summary
** ***** ** ********** ************ and improving compliance by managing, creating and implementing non-intrusive security, data mining technologies, resilient architecture, processes, policies and monitoring solutions in ever changing environments.
Core Competencies
System Architecture
Budget and Personnel management
Project Management
ITIL / ITSM (specializing in Incident, Problem, Change, Configuration and Release Management)
3rd party support and vendor management
Experience
Lyonstechs, Ben Lomond, CA
Founder Present
Created networks including networking, wireless, telecom, automation, desktop and server support
Created compliance policies and procedures for GLBA, HIPAA, SOX, PCI and other regulations for several small businesses
Created and installed security systems including video.
Wrote application performance blog.
AppEnsure, Santa Clara, CA Aug 2013 to April 2015
Director Analytics and Support
Improved primary software product by reviewing and recommending new methods of monitoring and clear and concise reporting.
Enabled productivity by creating IT infrastructure including email, integrated user authentication and file access across Linux/Windows.
Managed IT budget.
Silicon Valley Bank, Santa Clara, CA Mar 2011 to Aug 2013
Infrastructure Manager
Saved $200,000 and provided 30% more manpower for projects by removing a monitoring managed service and creating a NOC consisting of an onsite team of 4 and a managed service with 30 team members.
Provided 100% uptime over two years by managing System Operations responsible for 24 hour operation of core banking function.
Ensured highly tolerant application design as a member of the Architectural Review Team.
Diminished application downtime by providing final review and approval for application release to production.
Improved operational efficiency by designing CMDB and being the operations manager for implementing Service Now. Created configuration management processes and policies and used Service Now to implement workflows.
Netflix, Inc., Los Gatos, CA Mar 2009 to Mar 2011
Senior Systems Administrator
Provided key metrics by rewriting the data processor that presented the history of video streaming usage using a mix of oracle DB, Linux processing and Microsoft SQL Data Cube modeling.
Primary architect and team manager for monitoring system including scripting maintenance program supporting 171,000 data points per minute which could scale with current resources to 500,000 per minute. System provided 99.999% uptime.
Adobe Systems, Inc., San Jose Jun 2005 to Feb 2009
Systems Analyst (Configuration Manager)
Redesigned CMDB and developed processes and polices to maintain and use CMDB. Negotiated and developed operating instructions for IT departments use of CMDB and the use of configuration management methodology to enable better change management.
Enabled key business processes by planning, deploying and supporting disparate technologies including MSSQL, WebSphere, Adobe Forms, Oracle, Linux, Solaris, Windows, Sieble and Infra Enterprise.
Improved NOC operation by creating processes.
Ensured compliance by authoring policies for SOX compliance resulting in zero findings in section authored.
Increased productivity by mentoring junior staff.
Reduced MTTR by 10% by designing & maintaining CMDB with integrated with change process.
Consultant 2002 to 2005
Provided network design and implementation, security evaluation, IT budget management, vendor management, operational evaluation, move and relocation management and curriculum development for education, hospitality and food service companies.
Packeteer, Cupertino, CA 2000 to 2002
Infrastructure Manager
Improved operational efficiency by designing LAN/WAN, managing helpdesk, developing processes and policies and managing budget.
UNILAB Tarzana & San Jose, CA 1998 to 2000
Senior Analyst
Increased performance by 500% by optimizing 5 networks at 3 sites. Automated and improved productivity by 50% of HP3000, NT and Dec Alpha systems. Improved cash flow by integrating systems with the internet resulting in 3 day reduction in lag time for third party billing. Improved employee performance by acting as 1-3 tier tech support for Windows and supported Red Hat Linux.
FANNIE MAE Pasadena, CA 1994 to 1997
Technical Support Specialist
Team lead for support and implementation of OS migration. Technical support and acted as the Sr. Technologist outside of Washington DC.
SYMANTEC & PETER NORTON GROUP Santa Monica, CA 1993
Technical Support & Quality Assurance Specialist
Technical support, QA and staff training for leading software company of its day.
US Air Force, Sergeant, Computer Security Officer & Cryptologic Linguist 1981 to 1987
Education
Cal State Northridge
B.S. Computer Science (90 units completed towards degree)
Santa Monica College
AA Liberal Arts, Cum Laude
Defense Language Institute
Graduated Mandarin Chinese
Training & Awards
ITILV2, V3 Foundations and Configuration/Change/Release certified
Multiple Air Medal recipient
Joint Service Achievement Medal from Director of NSA
Wang Laboratories: SAC
Multiple employee recognitions including employee of month and quarter
Security Clearance: Inactive, former TS/SCI
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