Sign in

Technical Support

Portland, OR, 97212
November 02, 2009

Contact this candidate



Cellular 202-***-****

Home 971-***-**** Portland, OR 97212



• Consolidated production and data center support teams to ensure 99.99% uptime and reduce resource requirements

• Provided solutions for Global 100 customers deploying application lifecycle management software

• Built interdepartmental release management team eliminating overlapping functions and ensuring release readiness

• Managed two enterprise class data centers for a mission-critical government agency with industry recognition for excellence

• Led process development including training users to exceed SLOs

Technical Skills

Operating Systems Mac OS X, Sun Solaris 10, 8, MS 2003 Server, Win 2K, XP, NT, Vista and MS 7 Beta

Hardware Sun V-2/4/8 Series, HP DL380, HP Proliant ML530/ML570, EMC Symmetric

Web Applications Tomcat, JRE, JDK, JSP, JDBC and IIS

Database Sybase, MS SQL 2005 / 2008

Network Management TCP/IP, NFS, DNS, Telnet, FTP

Applications Crystal Reports 9, InfoMaker 9.0, UNIX SSH, McAfee, Veritas, Norton Ghost

Support HP OpenView, TrackIT, Serena TeamTrack, Mariner and Version Manager

Testing / Project Mgmt MS Office, Project, Visio, SharePoint and VMWare for testing


Serena Software, Inc., Hillsboro, OR 2007 to 2009

Support Engineer III / Release Mgmt Lead

Supported application lifecycle enterprise software focusing on finding custom solutions, defect tracking, deployment, release management, and ensuring excellent customer service. Prioritized defects in CCRB triage, prepared custom reports, led worldwide team meetings, trained new support engineers, developed training materials, and generated knowledge base articles to build self-service options.

• Recruited as backline support due to high level of experience ramping up quickly to meet resource shortfall

• Led interdepartmental field readiness team of subject matter experts eliminating overlapping functions

• Selected as subject matter expert for worldwide team in record time

• Supported agile development to facilitate waterfall to agile transitions

KFSI / Northrop Grumman / TRW, Alexandria, VA 2001 to 2007

Data Center and Production Support Manager

Architect of a consolidated production and engineering support team. Trained staff to adhere to process ensuring consistent results. Deployments, engineering support projects, systems analysis, root cause analysis, and server administration were delivered on-time with minimal defects.

• Created a Network Operations Control (NOC) center from design to implementation

• Leveraged technical skills to manage projects ranging from patch updates, server builds, and full-scale implementation of new technologies

• Aligned operations to ITIL and ITSM standards

• Consolidated production support effort to provide a one-stop shop for system monitoring

KFSI / Northrop Grumman / TRW, Alexandria, VA 2001 to 2007

Systems Analyst

Dedicated member of core team of analysts working to achieve top performance from a major federal government file system. Developed call tracking system and integrated existing incident tracking system to dramatically improve reporting by incorporating QA measures and management through weekly reports. Participated in CMMI initiative resulting in a Tier 3 CMMI audit.

• Delivered monthly, weekly, and on-demand reports for project-wide performance analysis

• Wrote SQL to deliver custom reports

• UNIX & MS systems analysis and troubleshooting. Tier III help desk support

• Implemented Track-IT as the primary help desk software for call and incident tracking

• Led two tiger teams to resolve production problems on the EDGAR A&R Workstation and OPSGW failures

• Recommended, wrote, and reviewed Standard Operating Procedures as the lead representative for Production Engineering Support on the EDGAR Process Council

• Automating reports using Crystal Reports and InfoMaker

• Key support role to Director of Production Engineering through coordination of team meetings and providing weekly updates

The Meyers Group, Washington, DC 1998 to 2001

Help Desk Manager

Managed a nationwide help desk covering 23 offices and 300 end-users.

Developed help desk standards and implemented ESP and Track-It platforms. Recruited, hired, and trained help desk personnel.

• Project manager for all new office setup handling all aspects of IT infrastructure

• Established virtual workspace with multi-office call rotation, used chat application to allow technicians to coordinate support efforts, and used texting and pagers for on-call efforts

• Administered MS NT servers at corporate headquarters and remote locations

• Deployed data warehouse supporting e-commerce

• Built image library for rapid desktop deployment and support

United Bank / First Union National Bank, Washington, DC 1993 to 1998

Regional Mgr / Commercial Loan Officer

Managed $70 million portfolio of commercial loans and business banking clients. Trained staff and supported company-wide IT infrastructure changes.

• Coordinated integration of bank applications working closely with development team to establish requirements

• Provided regional user support for EMERALD (a proprietary bank application) and IT integration support for mergers and acquisitions


University of Maryland, College Park, MD - 30 semester hours towards B.S. in Information Systems Management

Auburn University, Auburn, AL - 96 quarter hours completed towards a B.A. in Business Management


Certified ScrumMaster, Bellevue, WA - 2008 - Certified by Jeff McKenna - key contributor to the creation of Agile Development

ITIL Certification, Alexandria, VA- 2007

MCP - NT, Silver Springs, MD - 1999

Contact this candidate