Michael B Hendrickson

Elizabeth, CO *****

Cell: 303-***-**** adhbni@r.postjobfree.com https://www.linkedin.com/in/mbhendrickson/ Proactive Support Engineer

Proven Success in Systems Optimization and Automation Solutions

•Multi-certified (Solaris 10, CCNA, RHCE) systems administrator with strong experience managing server infrastructures and data-center operations across Unix, Linux, Windows and Mac OS X platforms. Effectively plan, install, configure and optimize IT infrastructures to achieve high availability and performance.

•Proven ability to learn, create and deliver solutions tied to business growth, organizational development and systems/network optimization. Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments. Highlights of Support Skills

• LAN/WAN/NOC Administration (Webex)Database Management – Informix (Voyant Technologies)

• Project Management (Oracle) Server Patches & Updates (Solaris and Linux)

• Workflow Planning (Oracle) Training & Mentoring (Oracle X64 Systems)

• Productivity Improvement (Oracle) Team Lead for X64 Engineers and GDPR compliance Professional Experience

Sun MicroSystems / Oracle (Remote) — Colorado Springs, CO, 2006 to 2020 (RIF July 1) Systems Administrator and X64 Support (2006 - 2012) Proactive Support Engineer (2012 to 2020)

Managed and maintained a 60+ mixed server (Sparc and X64) environment

(Windows/Unix/Linux), ensuring 99.9% or better up-time as a full-time systems support engineer and administrator. Troubleshoot, monitored and trained junior support engineers on troubleshooting methodology. Supported all X64 and engineered systems with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity. Key Contributions:

• Exceeded all Service request automation goals every quarter since Sept 2010 of all cases being automated. Increased the amount of Automated Service Requests from only 1.5% to over 48% of over 6500 inbound Service Request Created monthly and put into automation, for direct Field Service Dispatch, 270 events types.

• Increased the number of events to automate from 4 to over 450.

• Provided Analysis and Reporting for all Engineered Systems and X64 systems at a VP and Director level to improve performance and double our goal.

• Identified 14 areas of process improvement and event id's to automate.

• Worked across several functional areas to gain support and integration including internal and external customers.

• Assisted in identifying roles and responsibilities and stream lining Automation Processes.

• As a new business unit within Oracle I was instrumental in building structure within the group in order to maintain teamwork globally and identify areas of opportunities to meet or exceed our team goals.

• Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.

• Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

Joyent — Denver, CO, 2013 to 2014 (Remote)

Cloud System Administrator / On-Call Escalation Engineer Consulted with client companies to provide Web-based and network solutions along with strategic planning and project leadership over systems configuration, administration, upgrades and troubleshooting initiatives. Initial support member to help built out the technical support team in Colorado.

Key Contributions:

•Learned the new technology as part of a new support team in Colorado and became Senior Support Engineer in 3 months.

•Front Line support and on-call duties included working with Engineers and customers to load and troubleshoot issues within the cloud computing environment.

•Using the proprietary node.js code and cloud computing solutions with Solaris 11. Consisting of Maintaining, Subscribing, troubleshooting, and configuring cloud based Virtual Machines running Linux Windows and Solaris, Managed Disk sizing and Memory usage and VM migrations between servers. Used Solaris CLI to troubleshoot customer issues.

•On-call rotation to support the team after hours and weekends. Escalation Engineer and assisted with Sev 1 trouble calls during off hours.

•Worked with the team to manage SR's and metrics using Zendesk ticketing platform. Worked remotely and maintained a customer satisfaction rating of over 9.6%. Additional IT Experience

Excelled in early Support career, advancing through increasingly responsible roles including: Voyant Technologies — Broomfield, CO

Webex — Thornton, CO

Vantage Conferencing — WFH, CO

Senior Audio Conferencing Engineer, 1999-2004

Linux System Admin / NOC, 2004 to 2005

Owner Audio Conferencing Support, 2005 to 2020

Education & Training

US Navy Advanced Electronics School (Electronic Warfare)— US Navy (Various ) Included: Chief Petty Officer Leadership Course, Master Training Specialist (Electronics systems and troubleshooting methodology), Physical Readiness Trainer Solaris 10 I&II Administrator - 2010

Following Certificates of completion:

Fundamentals of HashiCorp Terraform - Aug 2020

Intro to AWS – Aug 2020

Network Troubleshooting and tools – Jul 2020

Open Source Intelligence (OSINT) Fundamentals – July 2020 Completed the following courses:

Cisco Certified Network Associate (CCNA) – July 2020 Certified Ethical Hacker (CEH) – Oct 2020

CompTIA Security + - Sept 2020

Certified Network Defender (CND) – Sept 2020

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