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Business Analyst

Morgan Hill, CA, 95037
March 01, 2020

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Morgan Hill, CA *****


Professional Summary: Veteran IT pro who has successfully enhanced various organizations for years through a unique balance of soft & technical skills - bringing order to chaos within more challenging scenarios. Ongoing corporate accomplishments are due to combining aptitude for technical learning with interpersonal/communication education, natural organization talent, & versatile technical writing/documentation ability. Multi-hat roles are a distinct forte.


Soft Sills: Project/Program Management (PMI: CAPM), HR Management, Nonprofit Management

Technical: VMware VC-VIP (4.0), CCNA (8/04), MCSE (4.0), LAN, Novell

Education: BA, Behavioral Sciences with emphasis on interpersonal communications & research methodology

Job Titles Summary: Senior Professional: Project Manager, Business Systems Analyst III, Senior Analyst, Program Manager, Associate System Engineer II, IT Lab Infrastructure Specialist, Certification PM, eDiscover Tech/Artifacts Manager, Systems Administrator (Windows, ESX/i 4.0), Project Analyst, Information Management Specialist, Project Consultant, Software Integrator: Customer Service, Senior Desktop Support/Help Desk Administrator

20 Years of Versatile Service:

Big Name Organizations: Facebook, Kaiser Permanente, Cisco, Microsoft, Dell, ShoreTel, Sanmina-SCI, HP, Supercom

Government: City of Mountain View (CMV), NASA/Ames

Startups: Solar Training Institute, Tropical Solar, Global Enterprise Strategy & Implementation, Opthos (fiber optics), Quatel (VoIP)

Small Businesses: TKO (video conferencing), Conifer Securities, Executive Insights (Software Integrator)

Project Management/Analyst Roles (Combined with Technical Competence) & Accomplishments Summary.

Ticketing System support (Kaiser Permanente, Cisco, Microsoft, Dell, HP, Supercom, CMV, Opthos)

oIncreased success in meeting Service Level Agreements through tenacious tracking (especially as early morning primary queue manager), team & customer communication & "how to" documentation

Asset Management - Discovery (Kaiser Permanente)

oOrganized, coordinated & subsequently completed annual scope (1600+ systems) 3 months early

oExpanded discovery service offering for ad hoc/business partners (500+ systems in first 6 months)

High Performance Computing - Parallel Processing Clusters - Virtual Cluster (VC) management (Microsoft)

oOversaw efficiency program on 4 primary VCs that has netted a 33% increase in throughput, 47% increase in allocation efficiency & 82% reduction in queue times for entire fiscal year

Data Center monthly maintenance (CMV)

oAfter reorganization based on tech & process savvy skill set, the team enjoyed 75% reduction in resource hours with a 95% reduction in post weekend issue remediation calls.

Researcher & implementer in unfamiliar or uncharted scenarios

oSolar Training Institute: Achieved Interstate Renewable Energy Council (IREC) certification, and Eligible Training Provider List (ETPL)

oTKO: submitted options & recommendation to bring streaming video solution in house

Compliance - Certification - Documentation - Legal project success

oRemote Infrastructure Standards Compliance Team at Facebook, click here or see standards compliance link below.


9001 Audit (Dell) - Perfect Lab Score

9000 Certification (Quatel) - developed documentation that paralleled ISO 9000 clauses

oESD Compliance (Dell) - Zero incidents after training co-workers

oSOX Compliance (Sanmina-SCI) - pre-audit prep, contact for rep, post-audit corrective action

oEIA/TIA 568 A/B Compliance (Supercom) - rewired first headquarters, assured compliance for new

oFPPS & NBC Documentation (NASA/Ames)

oe-Discovery (ShoreTel) - Artifacts/Compliance Manager

Technical Roles (Combined with Organization/Documentation Ability) & Accomplishments Summary.

Have supported all aspects of local & remote infrastructure (during entire career) including data centers & labs

oprimary support for front end systems, servers (Windows, ESX/i), Equallogic storage, &

osecondary support of switches & routers

obuilding development/testing labs from the ground up (Supercom, Opthos, Dell)

99.9% up time as system administrator for data centers (Microsoft, Dell, City of Mt. View, Executive Insights)

100% data restoration through resolute back up tracking & remediation & redundancy strategies (including client & flat file DB backups) on distributed (Veritas) & centralized architecture (Omniback Data Protector)

Quick learner of unfamiliar technologies, architectures & applications

oHitachi ID Password Manager (Cisco) - installation, documentation, support, hand-off

oCosmos Parallel Processing Clusters (Microsoft) - HPC support, VC admin & PM level coordination

oEverdream Cloud Patching Solution (Dell) - local lab, VMware, & development lifecycle support including new implementation of test stack for Shavlik releases prior to production patch application

Data Migrations & System Refreshes:

oTook over desktop refresh project that was behind schedule & completed 2 months early (Sanmina)

oRevamped new hire system delivery process & went from 2 or 3 day wait for new hires to 99% "ready to go on first day" complete with systems, logons, access to appropriate resources & robust welcome packet.

oMigrated data for

move from old to new corporate headquarters (Supercom)

decommissioned labs after acquisitions (Dell/Everdream; Microsoft/Tell Me)

Customer Service: Corporate Helpdesk/Ticketing, local desktop hands-on support, remote support of internal & external customers, field support of internal & external customers (during entire career)

Technical Writing - "How To" documentation (during entire career)

oTeam procedures, ops run books, routine maintenance

oVisio flow charts

oBest Practices, performance tuning (Cosmos, Microsoft)

oVendor contacts & communication

oProcurement processes

oInventory/Asset tracking

oChange Management

oDisaster Recovery: Rack-specific documentation geared as quick reference

oSystem installation in various languages (VMware)

Formal Technical editing: of IIS 4 Exam Cram, Adaptive Testing Edition (LANWrights, Inc. in association with Certification Insider Press and The Coriolis Group, Scottsdale, AZ). Post publication editing of EXAM CRAM series: NT Workstation 4.0, NT Server 4.0, NT Server in the Enterprise 4.0, Networking Essentials, TCP/IP, Exchange Server 5.5. Cisco Reader Reviewer Program of First Step networking books.

Links for more information:

Please visit my skill summary (in alphabetical order) (click here or copy/paste:)

Stellar documentation production and maintenance samples have been posted (click here or copy/paste:)

Please visit a sample of a successful solution research project (click here).

Standards-compliance-legal-licenses projects table (click here).

See ticket closure stats here (or copy/paste:)

Please visit some recent technical SHL test summaries. Proficiency levels for Windows 2012, General Server-Related Administration, VMware 5, & Network Tech Support. (click here or copy/paste:)

In addition to job portals, I will keep my chronological resume updated (click here).


Other resume variants updated (click here).

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