Manager System

IT Operations

IT Client Services

PCI Guidance

SAS70 / SSAE16 Guidance

U.S. and Canadian Citizenship

Background Summary

* ***** ******* ********** ********** at Monexa Technologies, formerly IP Applications

In charge of datacentre, staff and all systems running SaaS products for Bell Mobility, AOL Canada, Pitney-Bowes, Telus, Untangle, Remax, Melaleuca, often with direct customer contact

2 successful PCI Level 1 campaigns, including all diagrams, documentation, policies, and interacting with assessors, security vendors, and PCI regulatory authorities

2 successful SSAE16 (formerly SAS70) campaigns, Type I and II

Implemented Business Continuity / Disaster Recovery, VoIP, 3 kinds of virtualization, OS changes, system migrations, many new solutions

5 years business client support at Radiant Communications

Responsible for direct customer support of advanced Internet services

Multisite cross-country VPN deployments

Co-created web-based scheduling and tracking system, used by customers and others

Developed dedicated server implementation system

Led the secure connectivity group

Customers included Walmart Canada, London Drugs, Flightcentre, Wireless Wave, Whitespot Restaurants, Vancouver School Board, Lulu Lemon, Purdy's Chocolates

Customer-facing Implementation • Project Management • System Integration • Technology Deployment • Process Improvement • E-commerce • System Installation • Team Leadership • Change Management • SSAE16 (formerly SAS70) Type 1 & 2 Completion • PCI Level 1 Attainment • U. S. and Canadian Citizenship

Professional Experience

Monexa (formerly IP Applications)

Wholesale ISP services and billing-as-a-service. 1,000,000 end-users. Systems include an operational support and billing system for ISP clients, a direct debiting service for a major telco, a SaaS billing system, a payment gateway, and a SaaS trouble ticketing system

Manager of Network Operations

Jan 2007 - November 2011

Responsible for a datacentre of over 100 hosts. It was an antonymous BGP system with two peers. Almost all of the services were home-baked software-as-a-service (SaaS, ASP) in nature. I led several major migrations and re-architectures. Responsible for changing hardware vendors, and the introduction of virtualization.

Network Ops leadership. Teams from 2 to 6 members

80,000 ISP customers, 1,000,000+ credit card billing customers

Client Communications: Bell Mobility, AOL Canada, Pitney-Bowes Business Intelligence, Telus, Untangle, Remax, etc

Introduced Virtualization: Implemented VMware first, for Solaris development, staging and build machines. Then Oracle VM for development, staging, and production Oracle Linux and Oracle DB. Also Windows Hyper-V for 4 instances of a 3rd-party payment gateway system and 2 Linux vms for DB

Introduced VoIP: I researched and purchased a Switchvox switch to allow an Avaya Definity to forward calls to California, saving $3500/mo in toll charges

Successful SSAE16 Type I and type II audits: Helped determine controls, made sure controls were in place, and provided most of the evidence for the audits

Two Successful PCI Level 1 Assessments: I led a strenuous PCI refit, which required new network zones, several security tools, approximately 150 documents and policies. I provided all evidence for the assessments, and dealt with Verizon Business, MasterCard Chase Paymentech, including all diagrams, documentation, policies, and interacting with assessors, security vendors, and PCI regulatory authorities

Completed remote business continuity / disaster recovery system: We used a PCI-compliant hosting partner in the U.S. We set up a VPN for the DB connection, and had a SecureID VPN for management

Migrated from MS Exchange to Google Apps: Handled the migration of several disjointed domains from Exchange and other systems all to Google Apps

Recruiting, performance reviews, disciplinary action

Digifonica International

Digifonica was a wholesale VoIP provider, selling primarily to affinity groups

Manager of Support Services

Oct 2005 - Dec 2006

Hired to create a helpdesk system for clients and end users, including documentation and training. Responsible for hardware research and selection.

Wrote the helpdesk manual: I quickly learned how VoIP and the Digifonica system worked and created a flow-charted helpdesk manual

Worked directly with early clients in system testing and implementation, including Dangaard (now Brightpoint)

Researched many VoIP products, mostly ATA's, determined specifications, dealt with manufacturers, led testing and documentation

Responsible for outsourced European multilingual help desk RFP process

Configured and managed the RT Ticketing System

Radiant Communications

Radiant sells high speed Internet security solutions, business email and hosting to multilocation SMB's and larger companies

Provisioning Manager

Oct 2000 - Oct 2005

Responsible for the provisioning of web services, connectivity, secure connectivity, and dedicated servers. Led teams of four to seven. Designed and led rollouts of DSL and VPN services to clients with more than 100 sites, coordinating configuration, shipping, installation, testing, etc.

Managed large VPN rollouts for Walmart, Wireless Wave Stores, White Spot Restaurants, Vancouver School Board, Lulu Lemon, Purdy's Chocolates, and others, dealing directly with customer project managers and stakeholders

Created the dedicated server setup procedure, introducing project management software

Conceived and co-designed a PERL-based installation scheduling portal shared by Radiant, the customer, and the installation partner

Conceived and designed a service suspension module which spanned two CRM's and three departments

Purchased all DSL, router, firewall, and server equipment

Wrote spam-prevention documentation for customers

Recruiting, performance reviews, disciplinary action

Axion Internet

Axion was a Vancouver Internet Service Provider with over 20,000 users. They provided dialup, ADSL, email, web hosting, and co-location services

Manager of Technical Support

May 1998 - Oct 2000

Management of a team of 7-10 ISP support staff

Training

Scheduling

Customer escalations

Documentation updates and creation

Development of policies and procedures

Recruiting, performance reviews, disciplinary action

Education

University of California at San Diego

Bachelor's in Literature

Emphasis in Writing

Professional Designations

CRISC

Currently preparing for CISSP

Technical Skills

Basic Unix/Linux command line

Basic HTML

LAMP setup, maintenance

MS Office, Visio, PowerPoint

Joomla

PC and server hardware assembly and troubleshooting

General data center administration

Contact this candidate