JEFFERY GOLDIN
Proven IT professional with experience in management and project management.
Additional contact information available upon request.
SUMMARY OF QUALIFICATIONS
Three years of experience as manager for internal systems administration help-desk plus one year as manager for front line email/phone support for Red Hat, Inc.
Three years of technical support and professional services experience with Red Hat Linux operating system.
Six years experience in UNIX/Linux systems administrations of heterogeneous work environments with multiple flavors of UNIX.
Project manager for two internal integrations (integration included employees and technologies), as well as software auditing (time lines, resource planning, Sarbanes-Oxley compliance).
TECHNICAL SKILLS
General Systems: Rolling out large scale projects into diverse communities, Apache configuration, Sendmail configuration, mailing lists, DNS, X Window System, computer security (firewalls, best policies, and auditing compromised sites), general system administration tasks, Network Appliance (Netapp) setup and configuration
Operating Systems: Linux (80x86, SPARC, Alpha), Microsoft Windows 2000 and 98, Solaris 1.x (SunOS), Solaris 2.x
Computer Hardware Systems: 80x86 systems, Sun SPARC and Ultrasparc stations, Digital Alpha's, IBM Power-PC's, Network Appliance 7xx series
PROFESSIONAL EXPERIENCE
Red Hat, Inc.
Help-Desk Manager and Project Manager 2000-2006
-Managed internal Help-Desk system and team for 650+ person international company. This included all workstations and laptop systems, for both remote and corporate office based employees. Maintained Red Hat's online ticketing system, including creating new queues, and reporting daily, weekly, and monthly statistics on tickets. Also monitored ticket queues to ensure proper response times and following ups were received. Made quarterly budgets and calculated FTE to ensure proper coverage for the Help-Desk. Made hiring decisions for Help-Desk personnel. Also conducted performance review and personal development plans. Created training program and online documentation for end-users on all aspects of computer technologies in use at Red Hat. Decided on vendors for workstations, laptops office equipment and user services such as home dial up accounts. Evaluated various open source software solutions. Tested and created standards for all machines. Repaired and upgraded all manner of office machines as required. Provided back end support for Help-Desk team on computer issues. Provided assistance in system administration for servers.
-Served as project manager for the integrations of two support departments (Netscape Directory Server and Interchange) and led a team of four individuals for the integrations (one for customer service/account creation, one for documentation migration, one for inventory systems, and one for training materials). As project manager, I developed schedules for the integrations, inventoried existing equipment, and handled the transfer of legal contracts. Each internal integration was completed within three months.
-Served as project manager for the audit of the IssueTracker internal/external ticketing system and led a team of two for the audit (one for report generation, one for information systems). In this role, I developed schedules and time lines, handled resource planning, and ensured compliancy with Sarbanes-Oxley. Audit was completed within a 30-day schedule.
Technical Support Engineer/Manager 1998-2000
Provided sales engineering to sales and marketing departments, developed and trained phone support teams for installation support and professional services. Was part of initial development team for the Red Hat Certified Engineer program. As junior manager dealt with hiring and discipline issues within Support group. Helped clarify and improve support policies (Service Level Agreements, Service Implementation Procedures, and Terms and Agreements), and budgets.
Socorro Electric Co-Op
Engineer Tech/Computer Administrator 1996-1998
Responsible for desktop computer systems, billing computer and research new computer technology for use in the company in the fields of meter reading, document archiving and power monitoring. Also maintained wireless cable system and designed new power line taps. Worked in field to repair emergency downed lines.
New Mexico Institute of Mining and Technology, Technical Computer Center
Help-Desk Lead 1992-1996
Responsible for day to day operation of Help-Desk support a collection of Windows and Linux and SunOS computer workstations. Interview and trained new staff members. Escalation of technical problems. Handle scheduling staff each semester.
COMMUNITY INTERESTS
Chairman of the Durham Tech Community College Computer Science Advisory Community.
PUBLICATIONS
Setting Up a Home Webserver for Red Hat Online Magazine
EDUCATION
New Mexico Institute of Mining and Technology. Socorro, New Mexico.
Studied computer science, within 1 year of completion. Have strong interest in pursuing further management and information technology coursework to complete degree.