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Tom Potter

________________

Cell: (877) IT-Admin

Cell: (512) 961-0749

http://tompotter.com

EXPERIENCE

• Senior Systems Administrator

• Network Operations Manager

• Webmaster

• Network Operations Engineer

• Technical Support Manager

• Tier III Technical Support Engineer

• Manager Of Information Systems

TECHNICAL PROFICIENCIES

CERTIFICATIONS

• A+

• Linux+

• Network+

• Center for Leadership Excellence Management Training - 2001

PROFESSIONAL EXPERIENCE

• Installation, configuration and development of various open source applications
  • CMS, Ecommerce, list managers, systems management.
• Amazon Web Serviccs. Deployment and configuration. Data loss recovery.
• Magento development and deployment.
• Desktop Support (virus removal, data backups, data recovery).
• Migrations to Google Apps.

• Jira and Confluence Administration/development/deployment.
• Linux systems provisioning, builds.
• Administration: Cisco VPN Concentrator, Big IP Load Balancers, Netscreen.
• MySQL, Postfix, Ecelerity MTA, Apache.
• OpManager, Zenoss, Nagios, Nagvis, Centreon.
• Bash and PHP scripting.
• SAS Application level diagnostics.
• Developed network status notification applications.
• Developed applications to generate Nagvis graphs from Nagios DB.
• Co-location rack, stack, builds and provisioning.

TellMe Networks, Mountain View, California (February 2006 ~ September 2006) Network Operations Manager

• Managed a team of 4 employees.
• Managment of 3000+ servers and networking equipment across multiple geographical locations.
• Network Monitoring, diagnosis, triage and resolution of voice application issues.
• Generation of event reports and statistics.

• TDM and IP traffic management including ATT TFRC, MCI, load balancers, and VOIP across multiple redundant data centers.

• Installation of software packages patches and upgrades to various servers and network equipment.

• Dispatch and management of escalations to telco, data center, systems, and network engineering.

Sun Microsystems, Palo Alto, California (June 2001 ~ June 2002) Webmaster (1 year contract)

• Managed RFP's. Negotiated hosting, developer, and maintenance contracts.

• Generated comparative analysis of application servers and vendors for website redeployment project.

• Interviewed and documented business requirements for application services.
• Project Manager of migration to new data center including application migration from legacy JSP

application to Oracle 9iAS Portal, DNS, email, and all associated web services.

• Oracle 9iAS Portal database management and development.
• Implement network security policies (VPN, firewall, network design).
• Implement web based bug tracking and project management services.

ISP Channel, Mountain View, CA (September 1999 ~ May 2001) Network Operations Engineer

• Designed and deployed network status reporting applications (MySql, PHP, Perl, and Apache).
• Represented the NOC and Technical Support departments in Change Control process meetings.
• Drafted and implemented policies and procedures.
• Deployed, configured, debugged and administrated network monitoring applications for 1200+

devices on over 100 networks (ProactiveNet - Pronto Watch, SNMP).

• Programmed Cisco CMTS CLI application and Cisco Network Registrar to manage and provision devices.

• Created various QOS configuration profiles for client cable modems.

• Monitored satellite links, various WAN connections, DHCP, TFTP, and DNS services nationwide.

• Responded to and managed network outages as reported by customers, HP OpenView and other monitoring applications. Generate service tickets and managed service ticket queues.

ISP Channel, Mountain View, CA (September 1999 ~ May 2001) Technical Support Supervisor

• Managed up to seventy Support Technicians for a high speed cable Internet service provider.
• Conducted weekly technical product training classes to improve technical team's performance.

• Conducted frequent evaluations such as monitoring and reviews of Technical Support calls to troubleshoot and redesign training operations.

• Interviewed Technical Support job applicants. Processed terminations.

• Formed strong working relationships with colleagues at all levels, serving as go-to technical resource for a wide range of technical issues.

Tier III Technical Support Engineer

• Responsible for all trouble tickets unresolved by Tier I and II Technicians.

• Managed escalation's assigned by Directors of Technical Support, Director of Customer Service, and VP of Field Operations.

• Approved and dispatched interdepartmental escalation's; NOC, Systems Engineering, Customer

Service, Field Engineering and RF Technicians.

• Conducted RF signal diagnostics using SNMP and HP OpenView to analyze network issues.
• Email migration support and administration of InterMail server.

Earthlink Network, Burbank, California (October 1998 ~ September 1999) Technical Support

• Provided front line Technical Support for ISP clientele (Windows 3.1, Windows 95, Windows 98, Windows NT and IMac systems).
• Diagnosed and resolved network connectivity, hardware, and desktop application issues.
• Performed QA on multiple Earthlink Software Applications.
• Alternate Team Supervisor.
• Processing support email queue.

Thompson Community Hospital, Burbank, California (January 1997 ~ September 1998) Manager of Information Systems

• IBM AS/400 Systems and Network Administrator.
• Developed query report generation for A/R department.
• Develop system security implementation.
• Management of data backup and recovery process.
• Dairyland application administration (Proprietary Hospital Administration Software).
• Application data extraction and conversion Project Manager.
• Data center relocation Project Manager.