Andrew A. Lin

Email: acxzlz@r.postjobfree.com

Phone: +1-650-***-****

SUMMARY: Top flight support engineer, consultant, and program manager experienced with both back office and end-user technologies. Proven track record with supporting existing systems as well as change management - implementing new systems and transitioning from older systems.

WORK EXPERIENCE:

TECHPLICITY, PALO ALTO, CA 2003 to Present

Technology Consultant / Owner

Provide PC, server, telephone, voice mail, and networking consulting and support to small businesses and non-profits

• http://www.techplicity.com

• client referrals upon request

PALO ALTO UNIFIED SCHOOL DISTRICT, Palo Alto, CA 2004 Computer Support Specialist

Provide PC, server, Mac, networking as well as other technology consulting and support to teachers, administrators and staff.

HEWLETT-PACKARD COMPANY, Palo Alto, CA 1984 to 2002 Program Manager – Service Development & Integration (2001 to 2002) Manage and implement a PC security program for 150,000 machines in a distributed network. Implement a global asset management system for hundreds of thousands of PC-related assets.

• Implemented a centralized and world-wide PC anti-virus and firewall system - protecting all company PC’s from external attack

• Developed processes and documentation for Asset Management - providing for smooth delivery of the service

• Developed and managed web sites for PC software products delivered by HP Services - provided information for customers on the products and services which resulted in increased customer satisfaction

Technical Product Manager – Messaging (2000 to 2001) Developed, managed, and directed the HP e-mail offering sold to customers world-wide.

• Managed product plan that developed customer-centric services

• Assisted sales staff with qualifications and presentations which brought in large new customers

• Managed sales funnel and provided upper management with the ability to see the growth opportunities

• Represented HP at trade shows - providing visibility for HP as well as the specific service I managed

• Provided documentation and training for sales staff, resulting in a larger opportunity for sales world-wide

Channel Manager and Business Support (1998 to 1999) Managed IT channel partner relationships, providing for smoother interactions between central and distributed IT service providers

• Provided support for Service Life Cycle which supplied upper management with information in a standard and systematic format for investment decision-making

• Facilitated creation and implementation of channel partner agreements for IT which allowed for standardized and systematic business processes between central and distributed IT service providers

• Planned and provided implementation logistics for IT Alignment Project which created a top- notch employee experience and improved morale in IT Member of Messaging Staff (1997 to1998)

Evaluated and made recommendations for on-line calendaring systems for world-wide implementation which increased personal productivity for HP employees world-wide

• Developed support plans for e-mail client contributing to consistent and high-quality support for e-mail world-wide

• Negotiated support contracts for e-mail which maintained consistent and high level support for e-mail support providers world-wide while minimizing cost Worldwide FAX Service Manager (1996 to 1997)

Managed the implementation of a world-wide electronic fax solution. Reported directly to TIS/Business Applications and Messaging Services manager with accountability for P&L.

• Managed vendor relationship, allowing HP to obtain desired product changes and support

• Coordinated world-wide implementation / operations team resulting in consistent and standardized service for customers

• Implemented billing for the service which provided income to support the business

• Managed the termination of the vendor and exiting of the business Information Technology Engineer (1991 to 1996)

Provided central project management and technical support for the world-wide e-mail network. Provided leadership for major e-mail initiatives.

• Managed the obsolescence of a world-wide e-mail system from 120,000 users to virtually zero in 18 months which saved HP millions of dollars in hardware and support costs

• Provided training and technical support to world-wide teams on new and existing technologies which maintained consistent and high-quality support

• Developed programs and consulting packages to assist geographical operations in support which maintained consistent and top-quality end-user support

• Managed e-mail integrations for HP’s acquisitions to allow seamless and continuous operations of e-mail for new businesses

Programmer / Analyst (1984 to 1991)

Created tools, utilities, and procedures to support a world-wide e-mail network. Provided central online support for the e-mail network.

• Wrote original e-mail guidelines (usage, security, programmatic access, non-employee access) which created standard service access and delivery for end-users

• Evaluated and made recommendations on new hardware and software (both server and PC), providing for optimal usage of HP’s resources

• Taught e-mail technical support classes worldwide, which allowed HP to have consistent and high-quality support world-wide

Hewlett-Packard Company - Recruiter (1988 to 2000) Provide a pipeline of top computer science graduates from UC Berkeley and other top schools to HP world-wide

• Managed a recruiting team of 10+ recruiters, which kept experienced recruiters interested and developed new recruiters’ abilities

• Developed a handbook and guidelines for recruiting that provided for a consistent and standard way to evaluate and recommend recruits (UC Berkeley is the #1 school from which HP recruits)

VOLUNTEER WORK:

Hawaiian Islands Ministries - “Archangel”

Provided logistical support for an annual 3-day conference for 2500+ speakers and delegates.

• Managed 20+ volunteers, resulting in satisfied volunteers

• Provided training on customer service and efficiency, which delivered consistent and top- quality customer-focused service

• Developed a handbook for serving customers that allowed for the ability to have on-going top-quality customer service

Heartfelt Music Ministries - Member of Board of Directors Provide direction for a non-profit music venture serving thousands of customers each year.

• Setting pricing for products and services, providing necessary income to support the ministry

• Provided marketing direction and product / service mix guidance, resulting in satisfied customers as well as staff

Palo Alto High School – Assistant Volleyball Coach Train and develop varsity high school girls in volleyball skills.

• Varsity team won the California State High School Championship in 2010 and 2011 EDUCATION: B.A., Computer Science

University of California, Berkeley, 1984

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