PROFILE

A Computer Systems Support professional with 20 plus years of diverse technical and management experience. A strong leader able to effectively develop and motivate staff. Communicates effectively at all levels from novice computer users to high-level Engineers and Scientists.

Expertise in the following broad based competencies:

EXCUTIVE LEADERSHIP	PROCESS (ISO 9000)
CUSTOMER SATISFACTION	COACHING AND MENTORING

SELECTED SKILLS

• Well versed in establishing protocols & procedures for Service including processes for following up with customers to exceed expectations.
• Familiar with Management processes for use within Call & Service Centers.
• Able to teach team members the skills consistent with providing positive service to help retain current customers as-well-as UNIX and Windows administration skills.
• Conversant with WAN & LAN technologies and network design.

 

PROFESSIONAL EXPERIENCE

 

December 2008 – Present, SilverBeard Consulting, Malibu, California
Founder and Principal Consultant
Founded SilverBeard Consulting (www.silverbeard.net) to provide independent home computer users, small businesses, and Non-profit organizations with affordable IT services.
Developed and delivered training courses for MS Office application for beginning, intermediate and advanced users.
Provided networking set-up and maintenance.
Advised and implemented systems and network security.
Repaired and installed computer hardware and software.
Designed, implemented and maintained websites (Examples on www.silverbeard.net)

January 2006 – December 2008, Girl Scouts of the San Fernando Valley, Chatsworth, California
Director of Information Technology
Tutored Girl Scout staff on MS Office Suite usage
Maintained council network with 99% availability
Maintain council servers and workstations
Developed, implemented and maintained MS Access database for membership tracking
Developed and documented standard operating procedures
Defined internal and external escalation paths for technical issues
Provided hands-on technical support and leadership to all operations personnel.
Acted as the escalation point for all technical issues.
Set departmental goals and business objectives.
Maintained a high level of technical and industry knowledge.
Provided the highest level of customer service.
Provided leadership, coaching and mentoring to all technical staff.
Develop proactive measures to reduce problems.
Maintain corporate web site: www.sfvgsc.org (No longer in service).
Design and maintain multiple corporate databases.  

November 2004 – January 2006, Gregorytech, Calabasas, Ca
Technical Recruiter
Met with client companies to define job descriptions and technical needs for open positions.
Interviewed applicants to ascertain their depth of technical knowledge and personality fit for open positions.
Presented qualified candidates to client companies.
Designed, developed and implemented a client/candidate database using MS Access.
Created and maintained corporate web site: www.gregorytech.com.

April 2001 – November 2003, Speakeasy Micro-Creamery, Tracy, California
Co-Owner
Developed and implemented software packages to sell ice cream on the web, configured various software applications to run the business and correlate the data between packages.
Developed a wholesale invoicing/inventory system utilizing MS Excel and MS Access.
Manufactured gourmet ice cream for restaurants and retail sales.

October 2002 – March 2003, Candle Corporation

Application Support (Help Desk) Consultant

Handled both Level 1 and Level 2 technology issues
Increased customer satisfaction by interfacing with customers and Candle Corp. technical personnel and executive staff to resolve customer problems
Consulted with customer’s engineering staff on the installation of various versions of Solaris and Linux operating systems and Candle’s software packages
Debugged client/server technology through tracefiles, duplication of issues and analyses of code

March 1997 – April 2001, SiteRock Corporation, Emeryville, California
Manager, Network Operations Center
Managed all activities of the western regional Network Operations Center (NOC)
Developed, documented and implemented processes resulting in ISO 9001 certification.
Developed entry-level NOC personnel through mentoring of technical skills and personal values
Conducted formal training in UNIX systems administration (SunOS, Solaris6/7/8, and Linux) and shell scripting (sh, and csh)
Consulted with customers to develop Service Level Agreements (SLAs)
Consulted with customers to develop processes and procedures for resolving hardware and software issues on UNIX and Windows platforms as well as interoperability issues

Senior Team Leader / Senior Consultant

Managed client IT Help Desk serving three geographical locations
Developed shell scripts (sh) to automate systems backup.
Increased internal customer satisfaction by developing and staffing a Help Desk system, which reduced problem resolution time from three days to twenty-four hours
Trained Systems Administrators (NIS/Yellow pages (yp), NFS, ssh, sudo, sendmail configuration, etc.)
Handled the high profile accounts to solve UNIX, NT and network administration issues for all levels of users
Managed and supported a team of 10 Jr. Systems Administrators.
Design and implementation of corporate network.
Development of Systems Administrators curriculum and tests.
Responsible for design and implementation of new South Bay office.
Converted scripts from ksh to sh for system commonality and portability.
Designed and built common login scripts for single source of corporate variables and configuration changes.
Performance monitoring and resolutions.

 

January 1992 – March 1997, Ascent Logic Corporation, San Jose, California

Manager, Customer Service
Managed Customer Service Help Desk personnel servicing a customer base of more than 1000 engineering customers
Developed Bourne shell scripts for product installations
Increased Customer Service Help Desk scope to include Europe and Asia
Increased customer satisfaction by interfacing with customers and Ascent Logic Corp. technical personnel and executive staff to resolve customer problems
Implemented Customer Service incident and product defect reporting database.
Increased customer satisfaction by representing all customers on the Product Action Committee and Change Control Board tracking and expediting product changes
Consulted with customer’s engineering staff on the installation of various versions of Solaris UNIX operating systems and software packages
Managed internal Systems Administration.

February 1988 –March 1992, Sun Microsystems, Federal Division, Milpitas, California

Manager, Internal Technical Support

Developed software configuration management plan and release engineering of the SunOS CMW operating system. 
Performed software builds and interfaced with Software Engineering and Quality Assurance groups.
Developed shell scripts and make files to automate build procedures. 
Facilitated the certification of the SunOS CMW operating system by serving as liaison to the Department of  Defense as Vendor Security Analyst (VSA) during the evaluation of the system
Managed and mentored System Administrators and CAD/CAE specialist.
Responsible for the 24x7 operation of Sun Federal Division’s production data center and labs.
Consultant services to all departments for UNIX server specifications and needs.

 

 

Previous employment:
March 1979 - January 1988, Quotron Systems, Inc., Manager, Internal Support

 

 

EDUCATION
UCLA, Los Angeles, California, Information Technology

Specialized training

Management, Leadership and Team Building
Coaching Skills for Managers and Supervisors
Customer Retention Development
Advanced UNIX System Administration
Advanced Solaris System Administration
Advanced Shell Programming
Remedy System Administration

REFERENCES
Available upon request