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Tom Potter

________________

Cell: (877) IT-Admin

Cell: (512) 961-0749

http://tompotter.com

Systems Administrator

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

Lyris, San Jose / Menlo Park, California (June 2007 ~ September 2010)

Network Operations Manager ~ Senior Systems Administrator

• 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.

• Basic Cisco router administration.

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.