About Me

Highly-skilled and innovative certified engineer with over 20 years of experience architecting, deploying and supporting enterprise class networks and cloud hosted network resources. An effective and persuasive communicator across all levels of an organization with the demonstrated ability to rapidly analyze, diagnose, and resolve issues. Proven track record in the development and implementation of sophisticated technology solutions. Delivers productivity improvements and increased profitability for employers, while maintaining superior customer service.

Areas of expertise

1Cloud Solution Certified (AWS)

2Advanced Active Directory Skills

3Network Infrastructure Guru

4Advanced CRM Knowledge

5Web Development & Management

6Skilled Curriculum Developer

7Large-Scale Project Management

8Advanced Technical Writer

9Staff Supervision & Training

10Effective IT Budget Management

11Microsoft Certified Tech Specialist

12Microsoft Windows Server 2012

13Citrix Certified Administrator

14Virtual Infrastructure Professional

15Cisco Certified CCNA

Quick Contact

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510-962-4300

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SF Bay Area, CA

My Experience

Professional Experience

Since
Jan 2014

Enterprise Architecture and Implementation Services CROSSMATCH (Formerly DIGITALPERSONA), Redwood City, CA

Provide hands on technical leadership to customers, partners, account managers and sales engineers for Windows & mobile platform strong multifactor biometric authentication solutions.

Architect, deliver and administrate cloud hosted biometric solutions used to deliver pre-sales evaluations.
Produce system architectural documentation and customer proposals by conferring with developers and leadership team while analyzing customer infrastructure, workflow and security requirements.
Provide on-call support for EMEA & US based partners and resellers.
Implement and manage a cloud-hosted CRM solution and customer facing product portal resulting in a 68% annual cost savings.

March 2008
Jan 2014

Technical Support Manager CROSSMATCH (Formerly DIGITALPERSONA), Redwood City, CA

Provided superb technical and managerial leadership for an award-winning team of software support engineers, assisting with the analysis, prioritization and resolution of customer technical issues. Achieved a high level of client satisfaction that resulted in significantly increased sales and profits.

Led the execution and delivery of technical support for advanced biometric security solutions and professional services while enforcing organizational policies.
Managed all internal escalations as well as all critical external customer-facing issues.
Oversaw internal bug escalation process facilitating customer issue resolution, product improvement and product objectives.
Developed and delivered high-quality technical training for classroom, webinars, one-on-one sessions; created online material, user guides, manuals (hard-copy and online) brochures, videos and webcasts.
Provided troubleshooting for Level 2 technical support issues with customers by phone and email, and tracked all issues to resolution via Salesforce CRM.
Installed, configured, documented and maintained lab equipment, 3rd party SW, and network infrastructure for the support lab.

Dec 2006
March 2008

Principal Technical Support Engineer CROSSMATCH (Formally DIGITALPERSONA) (Continued)

Annually triaged and resolved over 500 technical support escalations for post-sales customers as well as providing installation configuration and upgrade assistance.
Developed the web delivered self-paced product training course as well as instructor-lead “Installing, Configuring and Troubleshooting Digital Persona Pro” course.
Successfully developed and delivered OEM product courses to both Dell and HP personnel.
Penned knowledgebase content for the OEM Personal Support Portal and developed self-service support portal content for consumer OEM users.

Dec 2005
Nov 2006

Technical Account Manager (Microsoft TV)MICROSOFT CORPORATION, Mountain View, CA

Provided Windows OS and Cable TV network expertise and applied technology to improve existing products and systems.
Developed customized solutions serving cable set top boxes (Cable TV customers) as well as delivered Level 2 technical support for enterprise platforms including those associated with Microsoft TV.
Developed and delivered training to cable TV companies; such as, Comcast, Verizon and Cablevision Mexico while averaging an instructor score of 8.7 out of 9.
Served as a Windows Server guru and point of escalation and resolution for the technical support team.

Jan 2002
Jul 2004

Senior System Engineer (Microsoft TV)MICROSOFT CORPORATION, Mountain View, CA

Designed network and built and managed a data center including 150+ Windows servers in a large, 24-7 data center.
Managed technical staff, as well as serving as team leader on major projects for all Windows 2000 related server issues.
Designed and implemented award-winning “self-healing technology” on Windows servers that reduced Active Directory/system and build deployment time from 5 hours to 40 minutes.
Managed a budget of $150K per year for technology needs and improvements; and cultivated excellent relationships with equipment and facilities vendors including Cisco, Compaq, and Dell.

Feb 1997
Feb 2002

Tier III LAN Support / Technical Project ManagerWELLS FARGO BANK, San Francisco, CA

Responsible for Migration/Deployment Management. Managed large-scale migration/build-out of Los Angeles and Newport Beach offices, overseeing network/telco infrastructure for on-time, on-budget completion.
Developed meticulous Windows 2000 Advanced Server/XP global migration strategy to ensure flawless implementation across 90+ client/server applications managing $150 billion in customer assets in the U.S. and Europe
Provided Tier III Support services; advanced network/desktop support and troubleshooting for 200+ geographically dispersed LAN & VPN users in a complex, multi-domain Active Directory forest. Managed high-profile IT initiatives, SME & mentored IT staff.

Feb 1996
Jan 1997

Systems Engineer (Contract) HITACHI DATA SYSTEMS, Concord, CA

Jan 1995
Jan 1996

Windows NT Subject Matter Expert (Contract) TCT TECHNICAL TRAINING, Fremont, CA

My Skills

Network Architecture 95%
Active Directory 90%
Cloud Architecture 95%
Staff Management \ Mentoring 90%
Curriculum Development 85%

My Certifications

Cisco Certified Network Associate
Citrix Certified Administrator
Virtualization Council Certified
Microsoft Certified Systems Engineer - Windows 2012
Microsoft Certified Technology Specialist - Active Directory
Microsoft Certified Technology Specialist - Network Infrastructure
Microsoft Certified Technology Specialist - Active Directory
Microsoft® Certified Solutions Associate - Windows 2008
Microsoft Certified Professional - Windows 8.1
Amazon Certified Solution Associate

Education

2001

B.A. in Political Science University of California

Berkeley

My Portfolio