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Senior Computer Systems Analyst Programmer - Direct Technology (Pacific Gas and Electric Company

Lincoln, CA

Work Experience

Senior IT Analyst III

Blue Shield of California, El Dorado Hills, CA

Aug 2010Current

Creating & maintaining all internal Service Level Agreements (SLAs) and Operational Level Agreements (OLA's) within Blue Shield of California Information Technology. Built & improved many internal company processes and policies towards Service Level Management ITIL Framework integration. Utilizing HP Service Manager (SM) and HP Configuration Management database (uCMDB) solution to discover & map out Configuration Items (CIs) dependencies for Services impact analyst reporting. Provided IT Infrastructure & Operations support groups reporting to include Gold Master Reports, Change Reports, and Impact Analysis. Integrated the ITIL artifacts into the Project Management Life Cycle phase gate process to ensure that all projects are following the ITIL practices within Blue Shield of California IT.

Senior Computer Systems Analyst Programmer

Direct Technology (Pacific Gas and Electric Company - PG&E), San Ramon, CA

Supporting and administering PG&E’s Configuration Management database (uCMDB) environment which provide data to the BMC Atrium solution. Discovering all types of configuration item’s (CIs) and building the “Services to Host” relationship dependencies for impact analyst reporting utilizing uCMDB 9.03/ Discovery and Dependency Mapping (DDM). Providing IT Infrastructure & Operations support groups reporting to include Gold Master Reports, Change Reports, and Impact Analysis.

Incident Management Coordinator

Blue Shield of California, El Dorado Hills, CA

Apr 2010Aug 2010

Worked with all 3 (Incident, Problem, & Change - ITIL Framework) Service Management teams to provide process related support. Managed the root cause and trend analysis function within Blue Shield of California Information Technology teams to resolve known bugs and unknown errors by leading cross-functional teams consisting of any/all areas of Infrastructure/Operations and Application Development. Facilitation of the Change Management policy and process, maintaining standardized CM methods, policies and procedures, performing routine administrative tasks, performing process, content, and risk analysis for each Change Request and providing Crystal reporting and metrics as required. Coordinated process flow and field updates within HP Service Manager for Incident & Change modules.

Infrastructure Support Engineer

Intel Corporation, Folsom, CA

2007 2010

Providing Problem / Incident Management (ITIL Framework) support for 2500+ Internal Infrastructure Servers. Performed 2nd - 3rd level support on global messaging and collaboration environment areas: Exchange 2003/2007 Server, GoodLink Server, BES Server, IronPort (email security appliance anti-spam / anti-virus filtering), Windows 2003 Server, Active Directory, DNS (BIND), WINS, DHCP, Proxy (Squid), MOM, RiLo/iLo, Terminal Server, MMC,& etc. Utilized support tools like GEMS (Customized Remedy ticketing software), BMC Impact Manager (Monitoring repository for alerting), HP SIM, and Windows 2003 Resource Kit tools. Recently worked on Exchange 2003 Server administration duties focused around daily maintenance and on consolidation / upgrade project to Exchange 2007 Server. Proactively maintains the location's Microsoft networks to minimize down time and maintain user access to data, the internet and email. Installs HW/SW, checkout and debug HW/SW, design and develop solutions to problems discovered through installation, checkout, and use or system analysis. Possesses solid analytical and decision-making skills, as well as the ability to build consensus, to achieve program goals in a timely and cost effective manner. Automation of any manual processes using PowerShell scripting.

Operating Systems Architect

Intel Corporation, Folsom, CA

2005 2007

Provided Problem Management (ITIL Framework) support for 6500+ Servers on the Global Systems Management team. Performed 2nd level support on global production Windows 2000/2003 Server and components within the OS. Specialized with OS, Microsoft patches and updates, Virus Scan, IIS, and Clustering related incidents / problems. Utilized support tools like: GEMS (Customized Remedy ticketing software), BMC Impact Manager (Monitoring repository for alerting), and Windows 2003 Resource Kit tools. Analyzed servers and related equipment (hardware) in terms of feasibility, compatibility, and cost-effectiveness for purchase and use within the company. Performed and participated in a range of IT management activities that extend or apply to an entire organization or major components of an organization. IT management activities included strategic planning, capital planning and investment control, workforce planning, policy and standards development, resource management, knowledge management, architecture and infrastructure planning and management, auditing, and information security management. Planned, developed, and implemented systems and IT policy changes.

IT Support Specialist (NOC)

Intel Corporation, Folsom, CA

2003 2005

Provided Incident Management (ITIL Framework) support for 6500+ Internal Infrastructure Servers on the Global Systems Management team. Effectively supported global production Windows 2000 & 2003 Server, Exchange 5.5 & 2003 Server, SQL Server, (some) Linux Server, Blackberry (BES) Server, EBAR - VERITAS Netbackup environments, Enterprise Applications (TIBCO, HAWK, SAP, & etc.) and Core Infrastructure (RiLo / iLo, Terminal Server, IronPort (firewall), MMC, MOM, & etc.). Utilized support tools like GEMS (Customized Remedy ticketing software), BMC Impact Manager (Monitoring repository for alerting), and Windows 2003 Resource Kit tools. Troubleshot operation problems and worked with users to isolate, identify, and document problems, as well as the IT staff members to develop patches, fixes, and other actions to resolve problems. Installed, upgraded and maintained the physical LAN structure. Analyzed system performance verses technical requirements, researched and made hardware and software improvement recommendations to higher management for implementation.

IT Support Specialist

Intel Corporation, Folsom, CA

2000 2003

Provided support for all Sales & Marketing Group division for Intel Corp. troubleshooting, installation, upgrading hardware (IBM) and software (MS OS & Apps.) in their computing environment. Provided specialized support on areas of: Home Offices with Wireless LAN, numerous Broadband ISPs, Remote Access (dial up), VPN, Blackberry Pagers, Palm Pilots, Virus protection, and Backup solutions. Provided support for Intel's internal enterprise applications and databases. Executed call center processes regarding to inaction with customer and ticketing software (Remedy software). Provided IT Support for local office environments and large remote conferences. Spearheaded day-to-day business needs by improving existing processes (with scripting and automation) or creating new troubleshooting processes.

Engineering Support Technician

Express Point Technology Services, Lincoln, CA

1998 2000

Maintained and configured NT Servers and multiple NT Workstations with TCP/IP, DNS, DHCP, and NetBEUI in a manufacturing environment. Performed updates to test software and ran backups for disaster recovery purposes. Troubleshot and repaired all models of Hewlett-Packard (HP) laptops, desktops, and netservers for component replacement. Installed/ troubleshoot Microsoft software WIN NT / 95 / 98 and other Microsoft products. Provided technical support to address and resolve all hardware, software, and process issues. Wrote detailed process documentation and instructions for ISO 9002 certification. Assist Engineers as needed with many different task to include data analysis of test reports, then driving process improvements.

On-line PC Repair Technician

Packard Bell NEC, Sacramento, CA

1996 1998

Troubleshot all models of Packard Bell and NEC computers according to their design specifications. Assisted and trained technicians. Repaired all models of Packard Bell and NEC computers to the component level. Installed, configured, and maintained the operating systems environment including systems servers and operating systems software on which applications programs run. Ensured test stations were in working order and all tools, equipment, materials, and testing media were provided. Supplied components, soundcards, hard drives, etc. Prepared daily production and failure analysis reports, records and graphs for management. Consulted with customers to refine functional requirements and translate functional requirements into technical specifications.

Cannon Crew Member / Communications Technician

United States Army, Fort Sill, OK

1993 1996

Troubleshoot in and out of a shop environment on communication equipment. Experienced with voice/data communications on various levels. Verified that all communications equipment was functioned properly at all times. Analysis of the interrelationships of pertinent components of the systems.


Bachelor of Science in Information Systems

University of San Francisco, Sacramento, CA


Associate in Applied Science in Computer Technology

Heald College, School of Technology, Sacramento, CA


Additional Information

o Proficient and accomplished IT professional with ITIL Framework
o Demonstrates success implementing strategic IT initiatives that improve business functionality with positive impacts on the bottom line
o Skilled project manager, with proven ability to lead and motivate teams to maximize productivity
o Technology savvy self starter, adept at moving into new environment
o Extrapolates from existing experience to quickly adapt to new technologies fluently
o Poses supreme communications and collaboration skills to lead and work in concert with diverse groups effectively

Operating Systems: Windows XP, Windows Vista, Windows NT 4.0, Windows 2000 Server, Windows 2003 Server, Windows 2008 Server, IronPort AsyncOS
Hardware: IBM, Hewlett-Packard (HP), and Dell Servers to include Blades, iLo / RiLo, JBOB, HP SIM, IronPort MGA's
Active Directory, EXCHANGE 5.5 / 2003/2007, BES, Good, GoodLink, Office Communicator Server ( OCS ), MOM, SQL, ISS, Clustering, VERTIAS Netbackup, Terminal Server, BES

  • Server Admin Email infrastructure Server backup / restore
  • VM Ware environment Remedy, iPro, HP Service Manager HP uCMDB 8.0
  • HP Blade Environment Data Center Consolidation IronPort management
  • iLo / RiLo / HP SIM QA Testing Crystal Reports
  • PowerShell / WMI scripting McAfee Anti-Virus / GroupShield ITIL Foundation V3
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