Engineering / IT Infrastructure Manager

PATRICK DANG - PMP

Email: ***********@*******.*** Mobile 408-***-**** Home: Bay Area CA US Citizen

TECHNICAL PROGRAM / PRODUCT MANAGEMENT SUMMARY

Over 15 years of experience in Technical/ Engineering Program Management across the Americas (US, Canada), Asia, EMEA with large project size (over $25 mil and > 100 people). A complete profile of PMO from Engineering R&D, Biz Ops, IT, Support, Professional Services, Field Deployments, Workplace, PeopleOps/HR. Effectively reporting to senior leaders (VP, C-levels) for Portfolio Program roadmap and strategy in IT infrastructure and Business Systems, to obtain budget/resource approval. In addition to the TPM role, I also served as a Senior Engineering Manager (at Nortel Network, Canada). During my last 3 years at the company, I was based in Nortel China (Beijing & Hong Kong) where I managed 5 teams including Dev, QA, PM, System Engineering comprising 40 people. I also oversaw remote teams in China, India, Ireland, Israel, Romania, and other EMEA regions. I have a strong passion for leading complex programs/projects in Data Center Infrastructure, with deep expertise in SAN/NAS storage, server protocols, IT infrastructure, network upgrades, and SaaS deployments across hybrid cloud platforms-including AWS, GCP, and DevOps support and services. My technical background and hands-on experience managing large-scale infrastructure initiatives are directly aligned with the cross-functional leadership, operational excellence, and technical required for the TPM role at your company. DIRECT EXPERIENCES:

1. Experience building infrastructure platforms, working in Data Center (HW/FW/SW) At Brocade Data Center, I led the OEM Verification Team to certify Brocade & OEM HW/FW/SW releases with Storage Vendors - setup a complex configuration with thousands of devices, host-target end-to-end testing (SAN/NAS Fiber Channel, iSCSI, VMware servers) At Dell-EMC, as Global Release Manager, part of DevOps Team, I led a team that developed a scalable infrastructure platform that supported our company’s growth and reduced standard posting SLA by 75%, improved ESAT, CSAT

● Developed landing pages, posting contents, QA, authentication, system admin and download support with timely restrictions.

● Reduced the standard posting SLA time by 75% (from 24 to 6 hrs), exceeded stakeholder expectation with super-fast turnaround time (improve KPI, CSAT, ESAT)

At UserTesting, as a Principal TPM, I worked with vendors and IT, Engineering, Security HR, Business Apps to deploy Apps, migration AWS, to scale out infrastructure, security compliance to prepare for IPO. I was also leading the Project Management team to align the Project Roadmap, Scope and schedule deliveries.

At my last role at Dell Technology, I constantly worked with improving Engineering efficiency, improving SLAs, KPI to set out to meet/exceed Quality Standard. Projects are involved with Cloud Deployments in Data Center, Co-location with Dell’s Partners. 2. Customer Success, Customer Requirements, CRM Expertise With over 10 years of experience setting up complex CRM systems and serving as a System Administrator, Product Owner across three companies (Pivotal, UserTesting, and Dell), I have extensive expertise in deploying comprehensive CRM platforms with the following components: Ticketing System, Configured SLA management, access levels and reporting, Knowledge Base and Help Center, Customer Portal, Data Analytics and Reporting, App Integration and API, Data Migration, Compliance and Security, Cross-Platform Expertise

(Salesforce Service Cloud, Zendesk, ServiceNow)

This experience spans the entire lifecycle of CRM implementation, from initial setup and customization to post-launch support and continuous improvement, ensuring seamless customer support operations across diverse business environments 3. Proven Experience with Jira/Confluence and Asana for Project Tracking and Documentation I have extensive experience using Jira and Confluence (over 6 years) for project tracking and documentation. I was also a Jira/Confluence Admin person. In Jira, I have created and managed project boards, tracked progress through various stages, and utilized reporting features to track defects/requirements and monitor team performance. In Confluence. At UserTesting, I worked with the Consultant group (IWConnect) to migrate the old intranet (Igloo) over Confluence as a new and better Intranet for the company, and supported the entire company (>2000 employees) after launch. 4. Technical Background Experience with Data Analytics, and Tableau Reporting I have used Tableau extensively for reporting and visualization (started from the consulting work I did at Cisco and a few years later at Pivotal & UserTesting) I have created interactive dashboards “Business 360” where we pulled out data from 12 different data sources that provide real-time insights into key performance indicators (KPI). TECHNICAL EXPERTISE:

Pivotal Cloud Foundry, Kubernetes, Github, Identity Access Management (IAM), SaaS Deployments, AWS Architecture, Google Cloud Platform, Google Build, Test & Deploy, DevOps, Storage Solutions• SAN, NAS, Fiber Channel Protocols, ISCSI • Data Analytics• Cloud Computing • Big Data • Infrastructure & Tools to manage Agile Development (Confluence, JIRA, Rally, Perforce, GitHub), SAP, Lucidcharts, Salesforce, Quote Tool, Zendesk, Zuora, NetSuite OpenAir, Tableau, Cloud Computing, Multi-Cloud Service Offerings. SELECTED WORK EXPERIENCES & ACCOMPLISHMENTS:

DELL TECHNOLOGIES, Remote, CA

(Consultant) Technical Program Manager – Dell APEX Multi-Cloud, Subscription-as-a-Service (SaaS) July 2022 to Aug.2024 Dell APEX Portfolio covers a wide range of Enterprise and Government services, including Multi-Cloud, AI, Compute, HPC, Cyber Security, and device management. Dell SaaS supported over 2000 customers and run rate was 1.3 Billion in 2020, was up 30% YoY Part of APEX PMO, I led several Technical Programs/Projects and recently delivered:

● IRC (Iterative Release Cadence) Quarterly Release to bring progressive customer value

● As a Defect Triage Lead Program Manager, I managed daily incident tickets and customer requests from cross-platforms and multiple instances: ServiceNow (SNOW), ITSM, Engineering Jira/Confluence

● In-Market Programs: Manage Customer Requests from Concept-Requirements-Dev-Validation-Launch-Adoption-Sustain.

● Migration programs from legacy APEX Rate Card Flex-On-Demand (FOD)

● Manage New Service Offerings from the APEX Console, Dell Hybrid Cloud, Dell Private Cloud USERTESTING (Start up, IPO as “USER” in Nov, 2021), San Francisco, CA Senior Technical Program Manager – Business Systems, IT Tools and Infrastructure Jan. 2020 to Apr.2022 As the head of TPM, I led several critical programs from the C-levels including SFDC Provisioning from UserTesting Platform (video-first Human Insight platform), New Pricing Model & Infrastructure, BI & Data Warehouse Reporting, Zendesk, Zscaler, Okta Implementation. Programs/Projects delivered:

● Managed IT Infrastructure and Business Systems Portfolio Roadmap. Review annual & quarterly budget, resource allocation

● Okta SSO Deployment to put 150+ Apps behind Okta authentication, migration from Google authentication.

● Zscaler - Security Virtual Private Network Deployment

● Security Vulnerability Management - Setup security tickets in Zendesk, SLA, automation routing, reporting, and monitor KPIs

● Intranet - Migration to Confluence from Igloo

● ITSM – Change Request and Access Management to support 1000+ employees to meet SOX Compliance

● Zendesk Champion: set up the entire Zendesk platform to support 1000+ employees.

● Other Admin roles include SFDC, Confluence, JIRA, Slack, Okta, DocuSign, Security Tools to support Engineering and others PIVOTAL (Acquired by VMWARE in 2019), San Francisco Principal Technical Program Manager in Tanzu BU Global Support & IT Biz Apps Sept. 2015 to Dec.2019

● Managed cloud-based Business Apps to integrate with SFDC CRM like ServiceCloud, Zendesk, Talkdesk, SendSafely, NetSuite OpenAir for Professional Services and Engineering, Zuora, Workday, OKTA SSO, Tableau.

● Managed ITSM Change Control, Access Management. Performed month-end, quarter-end end-to-end integration testing.

● Zendesk Admin. Revamped the Customer Support Portal, KB, support.pivotal.io, grew from 6000 users to over 20000 users within 2 years to provide customer operational excellence with SSO, complex SLA metrics and access levels for different Agents, Customer criteria. Managed migration from Partners, Dell/EMC Federation, VMware ticketing systems to Zendesk and later to SFDC Service Cloud

● Managed SFDC/Service Cloud migration from Zendesk, with cross-functional team >30 people including Accenture Consultants

● Product Owner of several Agile Projects, including tools & process training, Epic & User Stories grooming, backlogs, UAT, Sprint Releases.

Dell-EMC, DATA DOMAIN, Santa Clara, CA - U.S.A.

Senior Global Technical Program Manager Nov. 2014 to Sept 2015

● Worked in the Dev Ops (Tools & Infrastructure), business partnership with Engineering Data. Managed multiple Data Domain (DD) OS Releases on Customer Portals:

● Reduced the standard posting SLA time by 75% (from 24 to 6 hrs), exceeded stakeholder expectation turnaround time SLA

● Managed DDOS Factory Deployment: led cross-functional stakeholders (global internal and external manufacturing) to ensure deliverables (DD OS binaries,

● Work with cross-functional Global PMO teams to strengthen the OS Release Processes, SLA and support EMC, partners, CSAT CISCO, Cloud and Virtualization, San Jose, CA - U.S.A. Senior Consultant (Contractor) – Engineering Program Manager (Tools and Infrastructure)2013 to 2014 Product Owner of 3 most critical App Development programs in 3 sites (Israel, India and San Jose)

● Product Owner: Business360 (Executives + Finance Tool) using Tableau BI develop dashboards, query and reporting which pulls data from12 data sources), Sales Pipeline, Data imported/exported/migration from SugarCRM, Oracle, Salesforce.com

● Product Owner: Customer Engagement Tool (Ruby on Rails - Generic Account Management Escalation System (GAMES), Pre-Sales and TMEs tool for tracking Deals. Drove the Dev Requirements, efforts. Data integrated with Salesforce.com

● Successfully delivered 5 releases/iterations in 3 months using Agile Methodology

● Ran Monthly Biz Ops Review, Weekly Project Review to ensure projects were on-track (>10 active ones) The group provided IT, SW Tools and Engineering Infrastructure services to 2000+ Developers/Users/Execs. Managed other Initiatives such as Engineering Lab Ops CapEx/OpEx, Lab Site Consolidation & Optimization, and Build Server Optimization. NETAPP, Sunnyvale, CA - U.S.A.

Technical Program Manager – Portfolio PM in Global Support & Services Solutions 2008 to 2013

● Managed Portfolio Management council with monthly roadmap, priority, budget approval review - with executive level

● Successfully delivered 20+ new support and professional services & solutions (NSI) within 5 years, increased Sales rev >10%

● Managed deliverables such as MRD, BRD, LOE estimates, SOWs, Contract Agreement, Pricing, Competitive Analysis, Overall Achievement: Constantly met challenges and successfully removed roadblocks to put the projects on-track for delivery on-time, including rolling sleeves to work with the Core team, taking extra tasks, go-beyond get things done. Successfully delivered 20+ New Services and Solutions in 5 yrs. at NetApp.

BROCADE, San Jose, CA - U.S.A.

OEM SAN Engineering Team Lead - Brocade Data Center 2006 to 2008 Led several OEM QA teams in charge of Network Design/Architecture, SW Quality, Acceptance Test and OEM Test Cycle Management.

● Led several OEM Accounts (HDS, IBM, NetApp, HP, EMC, and Sun) IOF Team to design Fabrics set-up to meet their Matrix requirements, throughout Brocade’s Qualification cycle in the Data Center. ISCSI setup, IPSec, L2 & L3 port, Router testing, switch configuration management, including HW, FW, SW Verification

● Performed InterOp testing of multi-OS Servers (Win2k/2k3, UNIX, HP, Solaris, Linux, AIX, VMware Vsphere), and HBA cards & drivers (Emulex, QLogic). Designed and configured of HP & IBM storages and all HBA Servers for teams to perform testing Nortel Networks R&D, Carrier Packet Networks & Enterprise Solutions, CANADA and CHINA 1997 to 2006 R&D Engineering Manager (SW Design/QA/IMS Trials) Beijing - CHINA: Built & managed 5 teams (40 engineers) 2003 to 2006 1.VO_IP MCS Localization (7 language support)

2.Wireless Mesh Networks (WMN)

3.WLAN – Enterprise Data Networks/Trapeze networks (Nortel OEM) 4.IP Multimedia Subsystem (IMS): Nortel Converged Core Networks 5.Wireless Internet OAM – UMTS

● As an Expatriate from Canada, I was the First Non-Chinese Manager working in Beijing R&D Lab, constantly worked with 100% new hire teams with little of communication in English Nortel Networks R&D, Optical Networks, Ottawa, Ontario - CANADA 1997 to 2003 NPI PM + Engineering Manager: various roles Product Verification/Sustaining and Engineering Program Manager NPI

● NPI - Engineering Program Manager managed the Preside S/W Upgrade Management (PSUM) program in High-Capacity Optical Carrier Networks - with multiple releases to 2 lead customers: MCIWCOM and PacBell. On-site Deployments

● Major Accomplishments: 1997 MFA Exceeded, Award winning: Cellcom/Telrad (Tel Aviv – Israel) Wireless Network Deployment

& IP/MRU VO Mar. 1998). Exceeded CSAT: WVAD 1.1 Alpha Release to COMPAQ, Dec.1998 HOBBIES:

Non-profit charity and Volunteers - Led multiple community awareness programs sponsored by NetApp and local non-profit organizations. Being an Event Manager (5 yrs in a row) and Active Runner for the annual NetApp Relay Team. Team of 12 runners finished 200 miles within 24 hours, raised awareness and fundraising (>15K) thru “Organs R Us” www.therelay.com Languages: English, Vietnamese, Chinese (Mandarin) EDUCATION: B.A.Sc., Industrial Engineering – on Dean’s list, University of Toronto, Ontario, CANADA Computer Science (1 year), University of Toronto, Ontario, CANADA Project Management Academy (PMA) – San Francisco, PMP Certified by PMI in July 2013 Agile & Scrum Training by Boston Consulting Group

Other formal trainings: AI & Machine Learning, ChatGPT for PM, AWS Solution Architecture, Google Cloud Platform, Google Cloud Infrastructure and App Modernization, Google Cloud Build: Test, Deploy and Manage Code, Kubernetes, Google Build, Salesforce, Situational Leadership, Management Series, Generative Leadership Program, Embody Leadership

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