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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Profile of Qualifications


  • Results-driven Leader possessing 20 years of experience managing technical operations.
  • Recognized for the ability to streamline existing processes, resulting in significantly increased efficiency.
  • Dynamic interpersonal skills, key to establishing rapport, simplifying complex technical concepts and conducting highly effective training.
  • Demonstrated ability to handle positions with increasing levels of responsibility.
  • Broad knowledge of VMware, Citrix and Apple products.


Key Areas of Expertise


   Technical Support

   Process Improvement

   Project Management

   Training & Development


   Interpersonal Communication


Professional Synopsis


ShoreTel Inc, Sunnyvale, CA 2005-Present

Staff Technical Escalation Engineer Tier 3

  • Assume critical leadership position, steering projects to an on-time completion while directing activities of multiple virtual teams.
  • Demonstrate strong technical skills while developing and implementing innovative strategies to rapidly resolve technical issues and increase efficiency.
  • Serve as Subject Matter Expert (SME) on VMware, Microsoft, Citrix and ShoreTel.
  • Leverage excellent interpersonal abilities to form positive relationships with clients.
  • Responsible for software / hardware purchasing, identifying / mitigating risk and enhancing best practice documents.

Key Achievements:

  • Utilized effective negotiation tactics to ensure favorable terms throughout vendor agreements, resulting in $100k in savings.
  • Developed highly effective training materials for trainers, leading to improved education processes for internal / external resources.


Castelle Inc, Morgan Hill, CA 2003-2005

Pre-Sales Engineer

  • Received a merit based promotion due to top notch technical and customer service skills.
  • Strategically identified client needs and made knowledge based recommendations to fulfill accordingly.
  • Thoroughly monitored and tracked field units.


Applied Materials, Santa Clara, CA 2001-2003

User Systems Manager

  • Fulfilled multi-faceted role, with associated duties including maintenance of enterprise IT security system, overseeing Information Security team consisting of 100+ technicians and conducting in depth training for team members.
  • Successfully maintained network infrastructure security technology, monitored systems and identified risks.

Key Achievements:

  • Collaborated extensively with global engineering team to successfully resolve reoccurring scripting problems on desktop security software.
  • Developed a desktop security software installation package unsupported by vendor.
  • Reduced rogue network traffic by 75% within one-month period.
  • Developed server hardening guidelines.



Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Taos Mountain, Santa Clara, CA 1999-2001

IT Consultant

  • Utilized strong technical knowledge to oversee all operations within a worldwide information security technology infrastructure.
  • Demonstrated excellent leadership skills while directing daily activities of staff.
  • Maintained detailed records regarding cohabitation of I2 software and the existing MS environment.
  • Oversaw development of Microsoft network, including WINS, DNS, DHCP and Exchange.
  • Streamlined process improvement initiatives, resulting in reduced maintainence costs, an increased output by 50%, as well as improved efficiency by 30%.


Computer Training Academy, San Jose, CA 1997-2001

Microsoft Instructor

  • Used strong technical and leadership skills to successfully educate 30+ students on various topics, including installation, administration and troubleshooting for MS operating system.


Education & Professional Development


Associate of Arts in Computer Sciences, Computer Training Academy, San Jose, CA

VMware Technical Solutions Professional

VMware Technical Solution Professional - SV Server Virtualization

VMware Technical Solutions Professional-BC Business Continuity


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