Technology management global client success and support

Jeremy Cheung **** ***TH AVE SE

Bellevue, WA ****7

Phone: 206-***-****

Email: *************@*****.***

EDUCATION

Seattle University

Masters in Business Administration – 2007~ 2009

University of Washington

Bachelor of Science in Informatics – 1999 ~ 2003

IT SKILLS

Clouds: Azure and AWS

Windows: Server 2012 R2/2016/2019, IIS, Active Directory

Linux Basics: Ubuntu, Centos, and Suse

Development: PowerShell, AZ CLI, Bash, Drone CICD, Docker and some AKS, Terraform, Visual Studios, HTML, Node.js, JavaScript, C#, TSQL, NRQL, Stored Procedures, Networking (TCP/IP, UDP, DNS, HTTPS, SMTP, SNMP, RDP), Layer 1 and 2 Switch and Routing (Ubiquity Dream machine, HP Pro Curve and Nortel Baystack Series), Real VNC, WSH, DOS CMD Shell.

Productivity Tools: Slack, SharePoint Online, Atlassian Jira and Confluence, GitHub, Bugsnag, SQL Server 2016/2019, SSRS, Group and Local Policies, New Relic, Datadog, Uptime Monitor, Hashicorp Vault, Terraform Cloud, AppGate SDP (Software Defined Perimeter), Cloudflare, Tableau, Symantec Backup Exec, System Recovery, Endpoint Protection, Zendesk, OpsGenie, VictorOps, Status Page, and Splunk

Accreditation: AZ-303 Microsoft Azure Certified, Slalom Agile Fundamentals Training

PROFESSIONAL EXPERIENCE

Demand Driven Technologies (Redmond, WA) May 2021 – Present

Global Support, Operations, and Integrations Manager

I manage an international team of six highly capable engineers spanning disciplines in support, operations and integrations for an Azure SaaS based supply chain management software that is deployed to 300+ clients worldwide. I help provide a high level of customer support and satisfaction through liaising between client requests and scheduled release deliveries with internal engineering, QA, and business teams. In addition, I am also responsible for various process improvement initiatives to bolster critical incident management, monitoring, alerting and various IT policies dealing with compliance, security, and cost governance.

Key Duties:

Lead and provide direction and strategy to support, operations, and integration strategies

Run daily team stand ups, curate and present team status and reads out to leadership and org

Maintain a high level of technical aptitude in cross training for staff members

Advocate for the client while managing engineering expectations inline with software initiatives and schedules

Bolster and disseminate reliable support documentation to promote knowledge transfer

Partner and advocate as an influential voice to engineering and business in the evolution of sustainability of next release software versions

Mentor team members in career and development goals

Bill and Melinda Gates Foundation (Seattle, WA) July 2010 – Present

Senior Site Reliability Engineer (2 years)

I help build modern services that are utilized internally and contribute patterns in process docs and code to the technical org and back to the fellow user community. From data center operations, application support to public cloud, I strategize, deploy and validate solutions with the experience for implementing groundbreaking technology. I am responsible for the design, implementation, integration, and daily operation of cloud infrastructure and services.

Key Duties:

develop security, performance and scalability in the enterprise Azure platform, cloud services, private and public, through infrastructure as code and modern delivery

architect, design, implement and support IT solutions for the enterprise.

provide engineering leadership to support projects including solution recommendation and documentation.

handle IT performance and support IT monitor tools, supervise utilization trends, ensure maximum uptime.

perform ongoing analysis, capacity planning, and technical tuning of the infrastructure and cloud systems to improve performance.

provide vendor management, resource allocation, budget, invoice, and/or billing reconciliation.

create solution options that align IT services with mission, goals, objectives with consideration of both technical and non-technical implications and trade-offs.

follow foundation architecture best practices, adhering to standard activities for project solutions

guide the development and implementation of business solutions across multiple projects

provide direction to technical teams during project delivery

validate and approve the deliverables of other technical teams

Senior Platform Engineer (6 years)

As a SME in Microsoft System Center Technologies with a focus in Operations Manager, Service Manager, and Orchestrator, I specialized in monitoring LOB applications supporting web applications and databases that grantees and internal program officers, business analysts, and executive personnel depend on for informed decision making and data analysis. I also specialized in automation work for building efficiencies to current IT processes to conform with ITIL and supported web platforms built on SharePoint and IIS.

Application Technician (2 years 10 months)

As the owner of an internal web farm that supports a wide range of hosted web applications, sites, and services. I supported the install, setup, deployment and ongoing operation of hosted web services for both internal customers and external vendors. Responsibilities entailed the upgrade and load balancing of the current IIS web farm in various environments.

American Seafoods Company (Seattle, WA) August 2004 – June 2010

Software and Database Analyst/Solutions Developer

As a senior member of American Seafood’s IT staff, take on responsibilities managing SQL, IIS, and SharePoint based Windows infrastructure and various continuity projects across multiple domains and network segments. Lead team efforts and organize program management in areas such as software release planning, systems imaging, high availability modeling, database reporting, change management, systems development, data capacity planning and process optimization. Liaise with infrastructure, development, and internal/external cross functional teams on shared projects.

Key Duties:

Setup, deployed and performance handled various builds of Windows 2008/2003/2000 Enterprise servers

Integrated 3rd party enterprise software solutions and manage release configuration.

Ownership over enterprise system imaging strategies

Deployed and support corporate IIS web and SQL Server database and reporting infrastructure

Produced SSRS reports for business intelligence gathering, metrics, and inventory analytics

Codedform-based web applications and medium to complex SQL queries, scripts and stored procedures

Programmed in VB.NET/C#, ASP.NET, TSQL and vbscript for systems automation

Documented and managed content on MOSS 2007 based corporate portal for internal IT group

Proceduralized process for audit control, virtualization, backup, disaster recovery and restoration of key business systems

Provided incident and problem management to escalated issues

Managed relationships with internal clients and external vendors

Microsoft Corporation (Redmond, WA) June 2003-July 2004

Support Analyst II

As a member of Microsoft’s OEM License Programs Development team, primary responsibilities included provision of technical support to the company’s legal, sales, and satellite office for the implementation of standard licensing forms used worldwide. Addressed general licensing and operational issues, OEMDocRoute and License Wizard management and development, and maintenance of web-based support application.

Key Duties:

Created and Manipulated SQL queries for report generation

Maintained User Profile and Security Settings

Provided Training Support and Ongoing Education

Triaged Legal Documents

Supported Application Compatibility

Tested Production Environment

Conducted User Acceptance Testing

Documented Web site and Help Files

Completed MSE 2.2 (Incidence Tracking Tool) Certification

Wilson Smith Cochran Dickerson (Seattle, WA) June 2002-April 2003

Assistant Network Administrator

Developed an understanding for the IT and business processes of the law firm. Supported IT backend services through Windows 2000/NT4.0 server setup, maintenance and configuration. Provided end-user technical support. Documented network maintenance and troubleshooting procedures. Recommended technological solutions to streamline work processes. Communicated critical needs of network users to firm network administrator.

Assisted in server upgrade from Windows NT4.0 to Windows 2000

Utilized MMC for Active Directory administration

Built and maintained Windows servers, desktops, and Terminal Service devices

Created daily, weekly, and monthly back-up tapes using DDS and VXA media

Analyzed system and application logs for network monitoring

Enabled and configured TCP/IP, DHCP, and DNS services

Re-formatted Windows 9x, NT, 2000 operating systems

Managed user profiles for the network domain

Managed Outlook profiles for the network domain

Integrated a law image database and accounting management software

Holland of America Line & Westours (Seattle, WA) May 2000-September 2001

Accounting Intern

Supported senior level accountants in auditing daily sale reports and figures. Reconciled bank statements and logged entries using in house Oracle financial database. Designed and implemented an indexed MS Access database that tracked daily sale operations for various offshore trip packages.

Designed, linked and evaluated an Access database that manages daily sail operations.

Transferred spreadsheet templates from Lotus to Excel

Trained interns in preparing and auditing financial statements

Project managed with employees at all levels to meet deadlines and finish projects

Audited Daily Sale Reports

Reconciled Bank Statements

Recorded sale figures using Oracle database

Venture

TalkRed/Chinese for Parents 2008-2009

Business Program Development and Technical Liaison

As one of the founding members, I helped launch a live 1:1 “web based” Chinese language instruction company geared towards the teaching of practical Chinese. Lead and managed operational, technical and strategic initiatives in providing the necessary infrastructure for the company to grow and develop in the US Market. Nurtured the business model and continue to provide guidance and leads to niche markets for growth and development.

Key Duties:

Developed, managed and tested a 1:1 live Chinese instruction web platform

Conducted feasibility and market analysis through focus groups and case studies

Formulated a 3-5 year operational budget for service release and growth into the US market

Devised branding strategies to stimulate customer awareness and growth.

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