CLIFF F HUNTER
Cellular 202-***-****
Home 971-***-**** Portland, OR 97212
Web http://www.linkedin.com/in/cliffhunter xfyn3r@r.postjobfree.com
Summary
• 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
Experience
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
Education
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
Certifications
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