Manager Technical Operations, Customer Service, and Support

JON LEVIN

*** **** ****** ********, ** ***** 510-***-**** email: *******.********@*****.***

Self-driven, highly-analytical Service Delivery Professional with 10+ years’ successful, progressive experience in technical operations, customer support and management. Possess deep background in hands-on oversight of IT systems, networks, and projects. Customer focused, service delivery. Detail-oriented, methodical, process and procedure-focused; adept at working smallest details of technical/operational initiative while remaining mindful of the big picture. Possess first-rate interpersonal skills consistently fostering strong customer relations.

• Project Management • Exceptional Planning & Execution • Continual Process Improvement

• Team Leadership • Identifying Stake Holder Needs • Advocating for Customers

• Best Practices Adoption • Exceeding targeted expectations

PROFESSIONAL EXPERIENCE

Operations Engineer. Yodlee Inc.: Redwood Shores, CA Feb. 2011-present

Yodlee is a financial services technology company providing aggregated financial information to financial institutions and customers. This role involves generation of operations and capacity metrics, management and planning of monitoring, provisioning of new customer implementations, leading customer readiness project meetings reviewing provisioning and configuration prior to launch, configuration of network equipment including router, firewall and load-balancer as well as managing and troubleshooting incidents. Responsible for coordination of delivery of various projects working with Operations staff in Bangalore, India

Executive Director Technical Operations, Xipcom Inc.; Pleasanton, CA Oct. 2008 – Feb. 2011

Xiptel is a hosted VOIP PBX provider. Utilizing best of breed technology to lower cost and offer more potential services for cost. Managed all day-to-day technical operations, ongoing projects at IP business services provider and systems integrator featuring VoIP communications; managed technical staff.

• Managed all systems/network; directed interdepartmental technical staff; deploying, provisioning, monitoring network-server infrastructure with hands-on involvement.

• Performed optimization of system configuration and monitoring platform increasing service levels.

• Oversaw project-planning, timelines, milestones; identify / address potential slippage.

• Managed entire datacenter migration from start to finish in two (2) weeks with zero scope-slip.

Environments: Datacenter: Redhat Dell servers with DRAC-Dell Remote Access Card, Integrics Enswitch VOIP platform, Sun netra120 servers hosting Broadsoft VoIP Softswitch, Kagoor, Asterisk, OpenSIPS, Rsyslog, Edgemark, Nagios, Zenoss, SugarCRM, TCP / IP, Webex, MySQL, Bind, SNMP, Bash, SugarCRM.

Customer Support Engineer, Groundwork Opensource; San Francisco, CA Dec. 2006 – Sept. 2008

Supported major enterprise accounts for monitoring software firm; assisted customers with resolving issues, escalated / presented validated bugs to Engineering and feature requests to Product Management departments.

• Assisted customers with installation, configuration, and management of Nagios-based monitoring solution; continually suggested procedural improvements bolstering efficiencies, customer satisfaction.

• Monitored, aggressively managed at-risk customers: won renewals, up-sold products, and service engagements.

• Contributed deeply on presales to help generate $1.2M in new, increased sales.

• Cultivated profitable, amicable long-term relationships with clients.

• Volunteered for several taskforces optimizing business standards by addressing process, policy changes.

• Provided innovative solution capturing open source user base for potential solution based sale of product and services.

Environments: Groundwork Opensource, Redhat, Suse, Nagios, MySQL, Apache, Net-Snmp, Rrdtool, Birt reports,

Salesforce.com CRM, Cacti, Nedi, PhpWeathermap, Syslog-ng, Vmware, Webex, Jira, TCP / IP, VPN

Consultant / Operations Manager, Nextweb, Inc.; Fremont, CA Dec. 2003 – Dec. 2006

Successfully completed project migrating 100% of Libritas customers, network, server infrastructure into Nextweb. Managed Trango, Axxcelera broadband wireless devices, Cisco network, Linux / MS servers, data circuits, services.

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JON LEVIN – pg. 2

• Continued providing service and support excellence to existing Libritas customers while managing the migration of services to new hosted platforms and providers. Ensured customer needs were delivered on as promised.

• Provided procurement services: researched partner hosting companies for web / mail (100 customers, 1,000 users), successfully balanced service levels with pricing / margins, and sourcing vendor able to handle complex migration.

• Harnessed expert-level knowledge of product to provide information to key parties.

• Provided real-time, hands-on system / network administration in datacenter, 30 distributed remote installations providing Libritas ASP services. Liaised with customers, vendors, maintaining complete customer satisfaction throughout migration process.

Environments: Redhat Linux servers with Baytech console gear; Compaq dl380 Windows2000 Servers managing Exchange / Active directory with Compaq Crib boards, BSD, Debian, Bind / DNS, Apache, Mysql, Netsaint, Nagios, Whats-up-Gold, Iptables, Samba, Qmail, Sendmail, Adtran, Baytech, PPTP / VPN, Zyxel, Trango, Axxelera, MS Active Directory and Exchange, Fortigate, Sonicwall, Cisco, Linksys, Netgear, Baytech, TCP / IP, IMAP, SMTP, POP, SSH, DSH, VLAN, Rsync, Tcpdump, VNC, Terminal Services

Operations Manager, Libritas Inc.; Oakland, CA Mar. 2000 – Dec. 2003

Libritas was an early ASP providing hosted services to small and medium businesses, leveraging technology providing managed solutions. Led all technical operations / support companywide; managed and delivered projects, 24/7 technical support for 1,000+ end-users. Crafted, negotiated contracts for procurement, provisioning, deployment, monitoring and maintaining equipment in dispersed servers across Bay Area. Managed all customer installs, moves, adds, changes.

• Ethical, hard working, customer focused, self-motivated, ethical, dependable team member.

• Provided technical support to end-users, demonstrating use of services. Assisting customers with resolving their technical issues. Supervised and mentored support staff as well as handled escalations.

• Performed site administration, performing repairs and upgrades of systems.

• Delivered on-site service and support delivering on customer expectations.

• Established and maintained professional relationship with customers exhibiting analytical problem solving skills addressing complex problems effectively.

• Oversaw all systems, networks in central datacenter, 30 remote installations providing hosted SaaS / ASP service.

• Solely achieved 99.9% SLA for technical operations: liaised with engineering managed support staff; planned / managed projects, scope, timelines, milestones; identified and watched risks; delivered solutions on-time.

• Strong team leader and player, lead by example motivating staff and coworkers.

• Provided technical sales consultation ensuring effectively meeting target needs.

Environments: Redhat Linux servers with Baytech console gear; Compaq dl380 Windows2000 Servers managing Exchange / Active directory with Compaq Crib boards, Bind / DNS, Apache, Mysql, Netsaint, Nagios, Iptables, Samba, Qmail, Sendmail, Adtran, Baytech, PPTP / VPN, MS Active Directory and Exchange, Fortigate, Sonicwall, Cisco, Linksys, Netgear, Baytech, TCP / IP, IMAP, SMTP, POP, SSH, DSH, VLAN, Rsync, Tcpdump, VNC, RDP Terminal Services

NOC (Network Operations Center) Manager, DSL Networks; San Francisco, CA Feb. 1999 – Mar. 2000

Served critical role in inaugural Technical Support department, developed procedures, trained new / current staff, at this early reseller of Covad DSL service focused on business network connections.

• Oversaw mail, DNS; provisioned all new customers; configured, managed routers; teamed with leading DSL vendors and assisted with customers’ technical requests.

• Envisioned, created, managed 24/7 Network Operations Center providing 2nd-tier support, and monitoring services, data connections yielding timely resolution of performance, server issues.

• Assisted in building of Technical Support staff of 20, mentoring and trained newly on boarded support staff.

• Managed escalations, worked with vendor support to resolve complex and difficult cases.

EDUCATION

General Studies in Computer Science, City College San Francisco; San Francisco, CA

Professional Member of ACM, Association of Computer Machinery

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