Delivery Lead Systems Administrator

HAROLD C. GRAY

Antioch, CA *****

925-***-**** (mobile)

************@*****.*** (email)

More than 20 years of experience in the IT industry. Proven record to provide technical outreach to bolster the success, performance and security of the team. Experienced across all tiers of system administration support, from first level technical to high-level direction of architecture, and able to provide relevant guidance and mentoring to fellow system administrators. Started with a role as back-up champion in Hewlett-Packard (HP) Philippines supporting Alcatel- Lucent AMS (US) in October 2010. Was designated as Knowledge Transition (KT) lead for the Alcatel-Lucent EMEA (Europe/Middle East and Asia) in April 2011 and became the Account Champion for EMEA region on July 2011. However, with the non-renewal of the Nokia (then Alcatel-Lucent), Harold was transferred to the Nestle account as Delivery Lead and then as Account Delivery Lead supporting a Canadian bank. Those are all UNIX system support teams. Previous work experienced was at Allied Banking Corporation (local bank in the Philippines) as an Open Systems Administrator and the National Meat Inspection Service (a government agency under the Department of Agriculture) as head of the ICT Section. Current Certifications are ITIL V3 Foundation Certified and Microsoft Certified Professional. Migrated to the bay area as Legal Permanent Resident. Professional Experiences

Hewlett-Packard Philippines / Hewlett-Packard Enterprise Philippines / DXC Technology Philippines

Line of Business Account Delivery Manager (LOB ADM) – Canadian Imperial Banking Corporation Nov 2021-October 2022

Act as primary point-of-contact within the Service Group for Client incident/problem escalation

Accountable to Service Group LOB ADMs for ensuring that the delivery teams are meeting their commitments/deliverables and escalations

Ensure that services are delivered according to the LOB Service description

Act as “trusted advisor” and must have broad technical competencies to collaborate and facilitate with Account Subject Matter Experts (SMEs)/Delivery and Enterprise Architects

Coordinate tasks with multiple capabilities, which includes: o Identification of technical resources to complete proactive work & automation related activities

o Identification of technical resource to support Client escalations

Attend Daily Executive Operations Briefing and Service Excellence calls

Leadership ability to build & manage a cross cultural, cross capability and cross business team for effective & efficient Client support

Identify, manage, and lead client escalations

Drives follow up actions based on root cause analysis (RCA) (Applies logic and relevant data; e.g. trends, problem characteristics to problem analysis) where required

Responsible for proactively and reactively looking for solutions to prevent the most complex problems from occurring across the LOB

Independently review and verify changes/solutions of high complexity and risk to meet customer and/or DXC infrastructures needs; Represent the Service Group in Change Advisory Board

Responsible for Configuration Management Database (CMDB) customer application and client related entries are complete and accurate

Responsible for RTPA validation of CI’s as part of the Project Management process Delivery Lead for Nestle Account Jan 2019 – Oct 2021

• Attend meetings remotely for Key Performance Indicator (KPI) meetings

• Follow-up on action tracker items for components in scope

• Provide updates in Incident Management calls.

• Follow-up on Root Cause Analysis completion (initial and final)

• Own component-specific escalation items

• Lead proactive initiatives to improve service

• Ensure all critical activities performed by offshore teams are properly communicated to Client Capability Lead.

• Ensure Changes are planned and executed correctly

• Ensure all systems under scope are properly registered in Contend Management Data Base

• Support Capacity planning for respective region/component when required

• Ensure cross-technology collaboration (ie. Basis) on complex issues/change

• Manage smaller projects within Nestle Platform in the capacity of a Project Lead

• Ensure standard escalation process is initiated and followed through until completion of Incident/Critical change

• Ensure control of Global change scope and schedule for respective regions

• Make sure owners are assigned to tasks on respective regions

• Ensure validation and sign off on each task scope & schedule Delivery Lead for AMS HPUX / DR SPOC – Nokia account Apr 2017-Dec 2018

Leading Disaster recover activity for Midrange

Organizing and operationalizing patching activity with close coordination with customer

Manager on Duty during crisis callsEscalation contact by management for urgent or business impacting issues

Managing major activities for Midrange during GMB or MW like. Account Champion – Nokia EMEA CMO Oct 2010-Dec 2018 o Overall Account Knowledge

o Responsible for End-to-end SLA targets for a specific account. o Ensure that the account go green and stay green

o Average of account needs to meet the following SLAs

95% Time To Own (TTO)

95% Time To Resolve (TTR)

o Initiate and recommend process and technical improvement of the account o Enable action items to track and improve on the ticket per server metrics o Ensure Customer relationship

o Technical and process ownership for the account

o Coordinate with on-shore Delivery Lead and/or ADM regarding account operations and requirements

o Provide data for monthly reports when needed

o Identify process gaps and account improvements

o Account Specific Documentation/Trainings

o Create and maintain technical and account specific documents

• Responsible for managing account specific training portfolio and documentation.

• Create onboarding plan for the account

o List of access needed for the account

o Document IM, CM and PM processes of the account

o Create special instructions document (if applicable)

• Shadowing plan for new L3 support

• Conduct process training for new folks

o All trainings must be documented and assessed

• Conduct process review once every quarter

Ensure attendance

o Minutes of the meeting

o Prompt report submission

Ensure quality delivery of transition as KT Lead April-June 2011 o Ensure project deliverables (documentation, RTPA, etc) are met in conjunction with transition timelines.

o Ensure non-event go-lives by overseeing proper training of CC/TS/DTS levels where applicable.

o Ensure that the System Design Document (SDD) / Service Delivery Platform

(SDP)/ Schedule Management Plan (SMP) are created reviewed and approved Allied Banking Corporation (Alliedbank)

Open Systems Administrator Feb 2007-Aug 2010

Responsible for setting-up of OS/Application at Windows Server (Windows 2000, Windows2003 and Windows2008).

Administers user rights and permissions on all Windows servers using Active Directory.

Responsible in Maintaining and managing Microsoft Windows Servers (Application Server, Print Server, File Server, Back-up Server, Terminal Server and Domain Controller)

Assists programmers and users in interfacing their application systems with system software packages, and in resolving program logic errors

Coordinates with Special Projects Department for planning and implementation of new projects.

Maintains database of inventory of servers and associated equipment; assists in research and purchase of hardware and software;

Responsible in the installation and maintenance of Linux Operating System

Install applications on the server as per department requirements

Maintains and manages Linux servers

- Samba server

- Mail Server

- DNS Server

- Web server

- FTP Server

- Bacula Server

- Others

Responsible in the disaster and recovery of Linux servers

Responsible in the administration of Webmail account using open source programs

Maintains database and inventory of servers and associated equipment

Assists in research and purchase of hardware and software;

Responsible in the evaluation of back-up software compatible for Linux OS.

Writes or modifies basic scripts to resolve performance problems.

Creates, presents and replicates SAN Disk to Mission Critical Servers

Monitors and manages system resources- including CPU and disk usage.

Performs systems backups procedures on Linux and Windows

Performs or assists in troubleshooting and diagnosing production problems.

Virtual Infrastructure

Installation and configuration of Virtual Center

Installation and configuration of License Server

Installation and Creation of VMware Database Server

Installation and configuration of ESX Server

Physical to Virtual conversion of Mission Critical Servers to the Disaster Recovery Site

Physical to Virtual conversion Servers for Production

Installation and upgrade of Virtual Center at Disaster Recovery Site

Installation and configuration of ESX Server at Disaster Recovery Site

Installation and configuration of License Server at Disaster Recovery Site

Installation and Creation of VMware Database Server at Disaster Recovery Site

Maintains system documentation and logs.

Research and evaluate new technologies and attend training sessions and seminars to enhance knowledge;

Other tasks are installation, maintenance, upgrade, cloning, backup/recovery of Database for the banks System Applications

Philippine Government, National Meat Inspection Service (NMIS) Head of the Information and 1998 – 2007

Communication Technology Section

Develop and manage the agency information / database and other information as required;

Packaged information needed by the NMIS management for decision-making;

Foster information exchange between the NMIS and other Department of Agriculture (DA) and non-DA agencies;

Manage the data marts / repositories created to house the agency’s data / information;

Ensure that the agency’s connection to the National Information Network (NIN) is uninterrupted and secure at all times;

Provides for the connectivity of non-DA agencies to the NIN through its own in-house resources;

Establishment of the NMIS website portal and a domestic Internet exchange system to facilitate strategic access to government and among agencies thereof and the general public.

Regularly maintain and update the website portal.

Represent the NMIS in I.C.T. Policy making, standards identification and information systems strategy formulation and implementation.

Handles the AIX administration installed in the IBM RS 6000 server. Meat Inspector III, assigned at the Property Section 1995-1998

Canvass supply and materials for NMIS.

Conduct Inventory of Equipments at the Central Office.

Conduct Inventory of waste materials and equipment. Sr. Bill Collector 1989-1995

Collects ante-mortem and post-mortem inspection and other fees

Issues receipt form and enters collections in the proper cash books and deposits the same in NMIS designated banks

Submits accountability reports to the Bureau of Treasury and officials concerned; submit monthly accomplishments reports

Performs other related duties as maybe assigned by his superior and does other related work from time to time

Private Companies

Publica Motor Sales Corporation Mar 1992 to July 1992

Marketing representative for Kia and Daihatsu.

Computer Skills:

Certifications: ITIL V3 Foundation Certified, Microsoft Certified Professional Server OS: AIX, Windows2000, Windows2003, Windows2008, Linux (CentOS 4-5, Fedora Core 4, White Box and Red Hat Enterprose Linux (RHEL), ESX Server (VMWare); HP-UX, Suse, Solaris,

Desktop: Windows10, Windows8, Windows7, Windows98, Windows2000, Redhat Linux, CentOS Linux

Storage : HP EVA 6000 Storage Area Network (SAN), DELL Equallogic Application: Office2003, Office2000, Office XP, Lotus Notes, Corel Draw, Star Office, Open Office, VMWare Converter, VMWare Infrastructure, VMWare VirtualCenter, Virtual Network Computing(VNC), Citrix, Manage Engine Applications Manager, Active Directory, Internet Information Service (IIS) Web Developer: Adobe PageMill, Microsoft FrontPage, CuteHTML, Macromedia Flash, Macromedia Dreamweaver

Anti-virus: McAfee, Norton Anti-virus, Trend Micro PC-Cillin, Sophos Geographic Information System: Arcview 3.1 & 8.3

Programming: Java, Visual Basic, MSAccess, Foxpro, Turbo C, Javascript, Shell Scripting Back-up Solution: Acronis Back-up Solution, Symantec Backup Executive System Recovery

(BESR), Veritas Net Backup and Computer Arcserve Brightstor Others: Rapid Deployment Pack, Webmin, Usermin, Openfire, Zenoss Monitoring Tools, ILO Troubleshooting / Configuration

Education:

Institute of Creative Computer Technology Colleges, Cainta, Rizal, Philippines Bachelor of Science in Information Technology, 2002 Technological Institute of the Philippines, Quezon City Philippines 5

th

year Bachelor of Science in Mechanical Engineering, 1994 Marist School, Marikina City, Philippines

High School, 1988

Marist School, Marikina City, Philippines

Elementary, 1984

Trainings:

Leadership Essentials: Leading Innovation

Conducted by DXC University 06-MAY-2020 (1 Hr)

Leadership Essentials: Building Your Influence as a Leader Conducted by DXC University 05-MAY-2020 (1 hr)

Leadership Essentials: Communicating Vision

Conducted by DXC University on 04-MAY-2020 (1 hr)

VMware Data Center Virtualization Fundamentals

Conducted by VMware Education on 30-Apr-2020

VMware vRealize Network Insight Fundamentals

Conducted by VMware Education on 30-Apr-2020

Software-Defined Data Center (SDDC) – Overview

Conducted by VMware Education on 24-Apr-2020

Data Center Virtualization Fundamentals [V6.5]

Conducted by VMware Education on 20-Apr-2020

Client Centric Consulting

Conducted by Hewlett Packard Enterprise On Jan 11-12, 2017

Preparing for Leadership

Conducted by Hewlett Packard Asia Pacific Ltd. On Dec 2-4, 2014

Developing the Leader Within You

Conducted by Hewlett Packard Asia Pacific Ltd. On Sept 11-12, 2014

Implementing HP-UX Serviceguard v.11.20

Conducted by Hewlett Packard Asia Pacific Ltd. On January 9 to 13, 2012

HP-UX MetroCluster

Conducted by DBWizards, Makati City on February 20 to 21, 2012

Solaris 10 ZFS Administration

Conducted by Oracle Philippines on Sept 26, 28 and 29 2011

ITIL V3 Foundations Certification Course

Conducted by HP Philippines on June 27-29, 2011

Transition and Transformation Management Training Conducted by HP Philippines on June 6-7, 2011

Configuration Management

Conducted by HP Philippines on Feb 24, 2011

Change Management

Conducted by HP Philippines on Feb 24, 2011

Incident Management

Conducted by HP Philippines on Oct 2010

Oracle Unbreakable Linux Technical Update: Deploy Oracle Software on Oracle Virtual Machines

Conducted by Touch Solutions, Inc on May 27, 2009

Backup Strategy 101 Training

Conducted by Touch Solutions, Inc on September 18, 2008

Managing EVA StorageWorks

Conducted by HP Education Philippines on February 19-22, 2008

Physical-to-Virtual (P2V)Conversion Workshop

Conducted by Shellsoft Technology Corporation on November 6-7, 2007

Basic Course on VMware Virtual Infrastructure 3 and VMware Virtual Center Management Server 2

Conducted by Shellsoft Technology Corporation on October 23 & 25, 2007

Advanced Linux System Administartion

Conducted by Top Networx Solutions Inc on November 27-29, 2006

Linux System Administration Module I and II

Conducted by Top Networx Solutions Inc on November 13-24, 2006

Java Sa Gobyerno Training Program

Conducted by the Virtual Center for Technology Innovation in Information Technology

(DOST-VCTI-IT)

Geographical Information System Application in Agriculture and Fisheries Conducted by the Department of Agriculture- Field Operations Service and Bureau of Agricultural Research

Fast Track to W2K Net Essentials and W2K Server

Conducted by theVirtual Center for Technology Innovation in Information Technology

(DOST-VCTI-IT)

Server 2003 Solutions Briefing for Government Agencies Conducted by the Microsoft Philippines / Department of Budget and Management (DBM)

Certified Solutions Associate Training

Conducted by the 3Com University Live! Manila

Government Website Development Workshop

Conducted by the National Computer Center

AIX System Administration Training for IBM Server Conducted by the Questronix Corporation

Basic and Intermediate AIX Training for IBM Server Conducted by the Questronix Corporation

Semester 1 of the Cisco Certified Networking Academy Program, (On-Line) Conducted by the Cisco Systems Networking Academy

Microsoft Visual Basic 6.0 (Module 1)

Conducted by the Informatics Computer Institute, Philippines

HTML Web Page Development (Basic)

Conducted by the National Computer Institute

Department of Agriculture –Information Technology Seminar Workshop DA-Information Technology Center for Agriculture and Fisheries (ITCAF)

Fingerscan Biometrics Solution Seminar

Conducted by the Applied Ideas, Inc.

Seminar-Workshop In Business Communication

Conducted by the Department of Arts and Communications, UP and NMIC-HRD

Supply and Property Management, 8 hours

Conducted by the Philippine Legal Research Center

GSOAPI Seminar-Workshop on Supply Management, 16 hours Conducted by the Government Supply Officers Association of the Philippines

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