Kimberly Malat
245 Sierra Vista Ave Mountain View, CA 94043
Phone: (650) 964-6539
CRITICAL SKILLS
IT professional with over five years of industry experience and a focus on Tier 1 / Tier 2 Network Operations and teams up to 15 engineers.
Technical background includes FreeBSD, Solaris, Linux, Windows 2000 Server, and Windows XP Operating Systems. Experience with Project Studio, Apache, IIS, Microsoft Visual Studio/Visual Interdev, Visio, Remedy Help Desk, Microsoft Office, and Microsoft Project Manager. Currently studying Oracle 9i.
PROFESSIONAL EMPLOYMENT
Palo Alto Chamber of Commerce (Apr04 Nov05)
Data/IT Manager
Responsible for overall system management of a heterogeneous environment that includes Mac OS X, OS 6.8-9, Windows XP, Windows 2000 and
Windows NT. Responsible for database and website management and administration of office LAN. Other duties include staff training, backups and hardware and software purchasing. Office duties include accounting, bookkeeping, equipment ordering and servicing, various clerical tasks.
Accomplishments:
-Merged multiple databases into to export into new database thus saving the company $5,000 in conversion fees.
-Oversaw network change from DSL to T1 network which reduced cost and increased speed at which online work is accomplished.
Microsoft (Dec 98 Jun 03)
Manager, Network Operations Center
Responsible for a group of 15 people working in a 24 x 7 environment that monitored and administered multiple internet properties running on over 12,000 UNIX and Windows 2000 mail, DNS, web, storage, SQL and backup servers and Cisco networking devices including Hotmail, MSN, MSN Messenger and MSN Calendar. Developed new systems for change control, tool management, training and documentation that improved the way we did business and reduced our staffing needs.
Accomplishments:
-Integrated Microsoft’s Silicon Valley campus Network Operations Center with its Redmond campus Service Operations Center resulting in better cross-team collaboration and emergency redundancy.
-Trained and mentored the Network Operations staff in business process, importance of Service Level Agreements and how their work affected revenue which resulted in improved work prioritization and better decision making.
-Reworked organizational structure of the NOC, adding more responsibility to team leads such as interviewing and hiring new employees, management and review of staff, and on-call management responsibilities. Provided management training for shift managers both at Microsoft and AMA as well as providing mentoring. This change resulted in better performance from staff, improved morale and created clear career paths within the Operations Center.
Technical Writer and Technical Training Specialist
Responsible for all new documentation projects and updates for the Microsoft Silicon Valley Service Operations Center. Created, delivered and hosted live trainings. Created online documentation and training for 24 x 7 team and managed training progress for over 30 employees. Maintained a schedule of live and self-directed study that took into account group training and individual training for the upcoming months. Tracked the training of the employees and gave reports on success and training policies and procedures to upper management.
Accomplishments:
-Researched and developed training evaluation system which ensured that the training was effective and people learned.
-Conducted need analysis of Network Operations Analysts, bringing previous training efforts up to date an improving efficiency for new hire and intra-corporate training efforts.
-Developed online training curriculum for Network Operations Center Analysts that included testing and tracking, resulting in self-paced training that was track-able and measurable and meant that employees on any shift could receive training.
-Responsible for managing high-level documentation objectives such as networking training for a new Tier 1 networking team and creating troubleshooting guides for all possible alerts from Hotmail and MSN Calendar. Completed the networking documentation by meeting with Tier 2 networking teams and creating a project plan to track what responsibilities were being given to Tier 1 to determine what needed to be documented. Managed Hotmail and MSN Calendar documentation by creating metrics table and charts to track each alert and its documentation status that were all dynamically updated each time a new document was created.
-Created custom templates to plan and track all new and continuing documentation projects. With upcoming documentation fully mapped out and resources properly allocated the documentation team was better able to negotiate for resources and give reasonable expectations of time to completion for all documentation.
Hotmail Systems Administrator
Responsible for a server farm of over 500 mail and web servers, working in a UNIX (FreeBSD and Solaris) and Windows environment of over 9,000 servers. Performed hardware and software troubleshooting and repair on both x86 and Solaris SPARC platforms. Interfaced with the networking team and used various networking tools to troubleshoot site-wide outages. Coordinated, planned and implemented installation of new clusters of computers.
Accomplishments:
-Instrumental in a site-wide change to the Windows operating system from FreeBSD on over 8,000 machines at Hotmail, performing the first months of installs and troubleshooting and perfecting the installation scripts, servers and processes.
Network Operations Analyst
Worked as a shift lead, supervising three employees in a 24 x 7 environment, monitoring, ticketing with Remedy help desk software, and administering UNIX (FreeBSD and Solaris) web, mail, storage and DNS servers, Cisco routers and switches, and a small number of Windows NT servers. Interfaced with upper management, administration staff and remote hands simultaneously during site outages. Responsible for analysis of possible new testing and monitoring software and assisted in maintenance of BullSoft’s OpenMaster SNMP monitoring tool.
Accomplishments:
-Designed and developed the initial documentation for the Network Operations Center and designed, developed, and delivered complete training for new staff resulting in faster and consistent training and consistent documentation.
Thunderbird Real Estate (Aug97 Dec 98)
IT Manager
Responsible for overall system management of approximately 50 windows systems and industry-specific applications such as Multiple Listing Service, Realtor form, Title software, and specific web listing software. Responsible for administration of office LAN and maintained company web site and online and print advertisements.
Tri-City Signs (Sep96 Aug 97)
Database Administrator
Responsible for creation and administration of a custom Microsoft Access database that tracked orders, created work orders, driver routes and handled the billing process. Optimized database for limited hardware.
PROFESSIONAL DEVELOPMENT
Managing Technical People (AMA)
Situational Leadership (Microsoft)
Assertive Communication (AMA)
Behavioral Interviewing (Microsoft)
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