Customer Service Manager

Dave Gibson

**** ****** ****** . **** *****, CA *0805 . 626-***-**** .

***********@*****.***

Dynamic, Performance-Focused Leader Seeking Senior-Level IT Manager Role

Technology Management IT Support Team Building Training / Development

Multi-Operations Development

Strategic Analysis / Planning Risk Management End User Support

Project Management Disaster Recovery

Process Optimization Cost-Reducing Initiatives Testing / Evaluation

Software / Applications Development

< Integral leader who offers proven experience in large-scale IT

optimization, including designing, developing, and implementing

processes to achieve continued operational systems / network growth

and productivity.

< Top performer who proactively handles complex technical and / or

operational data analysis tasks, including exhibiting superior

attention-to-detail and sharp analytical abilities to lead teams by

example and meet goals.

< Ambitious self-starter who uses operations, technical, project

support, and interpersonal skills to benefit the company, and applies

a record of success in prioritizing heavy workflow to boost

operational efficiencies.

< Out-of-the-box thinker who develops resolutions via root-cause

identification and educates key end users.

Professional Experience

DataDirect Networks, Inc., Chatsworth, CA 1992 - 2013

Integration & Compatibility Lab Manager (2008 - 2013)

< Utilized broad scope of industry knowledge toward establishing and

administering a heterogeneous, shared resources laboratory for both

internal and external third-party partners and users consisting of

Debian, SUSE, CentOS, Red Hat Enterprise Linux (RHEL), Windows (2000

and 2008), and Mac OSX systems.

< Recruited, trained, mentored, and managed a top-performing team to

assist laboratory users, including facilitating professional

development for technical support staff via hands-on, classroom, and

1:1 sessions.

< Led construction and maintenance of laboratory network infrastructure,

including securing VPNs built on top of all Cisco products and SSH,

enterprise class switches, gateways, bridges, firewalls, and routers.

< Installed and optimized distributed filesystems, including HPFS, GPFS,

Xsan, Lustre, GFS, and CXFS.

< Spearheaded formulation and implementation of test plans for storage

devices, including but not limited to, SANs, NAS, iSCSI, FCIP, shared

filesystems, distributed computing clusters, and standalone RAID.

< Conducted comprehensive testing and evaluation of prototype equipment

in both regression, development derived, and unique customer-centric

environment, and analyzed compatibility of key in-house products.

< Established, implemented, and maintained heterogeneous server and

network shared environment that provided access to both local and

remote users for custom SAN, NAS, and shared filesystems testing.

< Promoted high-quality customer service and technical support for

custom products, including proactively addressing customer issues via

formulation and implementation of environment duplication, as well as

gathering critical user feedback to create a custom test facility to

best suit customers' unique needs.

< Maximized bottom-line performance by supporting marketing teams in

facilitating real-life proof-of-concept testing, along with

coordinating efforts with engineering department for conceptualization

and initial phases of product roll-outs while serving as technical

coordinator for customer, sales, and engineering areas.

> Created dynamic new product bundle solutions based on real-life

needs.

> Formulated custom equipment availability and an automated

configuration system.

> Constructed positive cash-flow environment via a billable shared-

resource environment.

> Reduced operating costs via extensive use of automated scripting

and secure remote access.

> Customized lab to simulate external customer's lab for

troubleshooting and functional design.

> Substantially decreased number of product returns by conducting

thorough failure analysis and duplication and then providing design

modification recommendations to the engineering staff.

IT Manager Software Development Group Lead (1999 - 2008)

< Capitalized on the opportunity to ensure top-level performance by

maximizing use of open / closed source applications, Linux, and

Windows servers to set up an enterprise-class, international

infrastructure across multiple sites on three continents, including

organizing business continuity and disaster recovery solutions.

< Directed a details-driven globally based IT staff in Australia,

Britain, France, and Japan; managed a group of eight local developers;

and collaborated with departments to enhance business while reducing

costs.

Dave Gibson Resume . Page Two 626-***-****

Professional Experience (continued)

DataDirect Networks, Inc., Chatsworth, CA (continued) 1992 - 2013

IT Manager Software Development Group Lead (1999 - 2008, continued)

< Delivered expert infrastructure, networking, business application, and

end user desktop support to all national / international locations,

including administering project management, testing, and end user

support.

< Developed a disaster recovery and contingency plan as well as a

99.999% up-time for core infrastructure.

< Created and operated disaster recovery, and provided 5 Nines up-time

of infrastructure via fault tolerance.

< Supported Windows and Mac OSX desktop users in deploying VolP

solutions via utilization of Asterisk.

> Successfully achieved 99.999% uptime on all mission critical

systems.

> Converted the entire corporation from Novell to a Windows-based

network.

> Improved BU efficiency via acquisition and installation of proper

technological advances.

> Upgraded entire accounting system from Macola to SAP with zero

downtime to user base.

> Consistently met projections via proper planning and allocation of

short- / long-term budgets.

> Converted VolP from Avaya system and entire corporation from Novell

to a Windows network.

> Achieved zero downtime and business impact during geographic and

infrastructure transitions.

> Drove improvements in the IT Department, including core

infrastructure, end user tools, and personnel to achieve

significant company growth and maintain low internal employee

turnover.

> Transferred corporate headquarters to new facility, including

designing new phone / data cabling across 1GbE for 200+ desktops

and 10GbE backbone and inter-server communications.

IT Manager Technical Support Manager (1992 - 2000)

< Strategically steered Tier 1 to Tier 3 technical support operations

for all DataDirect Networks products across supported operating

systems, including managing technical support for in-house products

and providing end user with prompt solutions and duplication of unique

environments to boost tech success.

< Led targeted decision-making among a results-focused technical staff

and field support team, along with training new employees and

customers encompassing companywide products to meet critical

objectives.

< Contributed sharp analytical abilities toward executing first-level

failure analysis of returns, along with carrying out hands-on testing

of customer problems via duplication of customer-specific

environments.

< Expertly catered to escalating issues via efficient coordination with

field service and engineering teams.

> Revised product manuals and composed substantial portions to be

added.

> Yielded comprehensive resolutions to end users regarding in-house

products.

> Achieved a world-class support department by building a

knowledgeable team.

Dextra Medical, Inc., Lakewood, CA 1990 - 1992

Chief Technician

< Played a vital role in setting up and maintaining a custom Doppler

echocardiogram heart monitoring system for in-house and field

utilization, along with providing comprehensive telephone and on-site

tech support.

> Reduced returns by 90% via quality control improvements and end

user education.

> Spearheaded a substantial reduction in inventory to a JIT system

that cut costs in half.

Education, Professional Development & Technical Summary

Associate of Science in Electronic Engineering (Dean's List, 4.0 GPA)

Fresno City College, Fresno, CA

SAN FC iSCSI Troubleshooting Implementation

Cisco Systems, Inc.

Debian CentOS Red Hat Enterprise Linux (RHEL) SLES Cisco IOS Mac

OSX CVFS Lustre

Microsoft Office Windows NT / 2000 / Vista / 7 Windows Server 2008

Linux GPFS GFS BlueArc

Member, Fibre Channel Industry Association (FCIA)

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