Christopher Bouchard Email & Phone Number

Sunnyvale, CA, US

Sunnyvale, CA, US

Manage and drive large-scale, multi-team initiatives,Steward and set policy for the LinkedIn / SRE Postmortem process.

Sunnyvale, CA, US

• Primarily took ownership of Postmortem (after-incident) review process
• Made many optimizations to Postmortem process and expanded and evangelized it's use across the SRE org
• Ran projects to safely vacate services and prepare for the decommssion of 2 data centers

Sunnyvale, CA, US

• Proactively monitored availability and performance of the LinkedIn application stack and infrastructure
• Responded to monitoring alerts, incident tickets, and email/phone/irc requests to NOC operations and triage/escalate issues as needed
• Wrote and maintained ITR documents for engineers
• Ran alert onboarding meeting and maintained alert list, including alert thresholds
• Ran meeting for noisy alerts, with outcomes ranging from fixing flaky services, changing alert threshold changes, or deciding to not monitor altert anymore
• Coordinated and communicated on Major site issues, including internal communications to leaders

San Jose, CA, US

• Provide technical support for Cisco Ironport Web Security Appliance Customers and VARs, viatelephone and email
• Serve as Reporting SME and Escalation Engineer for Sawmill and Splunk reporting solutions aswell as in house 'on box' reporting
• Serve as Escalation Engineer for Customer technical and process escalations
• Log and resolve customer tickets and calls
• Triage/root-cause problems including network, system and policy issues
• Provide log and core file analysis

Palo Alto, CA, US

• Served as a resource for back-line helpdesk staff including technical issues (including database, sys-admin, tools and application support), customer escalations, and policy clarification / enforcement
• Prepared documentation and provide technical training to back-line techs as needed
• Monitored individual's skill sets and make recommendations on skill rotation, top hitters and training to team managers
• Monitored inbound tickets and ensured tickets were picked up and actioned within SLA time
• Monitored backlog volumes and provided or arranged for assistance if needed
• Performed weekly audit of random cross-section of user tickets and alarms for accuracy and consistency and reported results to managers

Palo Alto, CA, US

• Managed projects involving 200+ customers utilizing up to 5 system administrators
• Attended weekly project meeting to ascertain customer's technological needs and manage customer expectations appropriately
• Compiled systems move packet and divided and assigned line items to sys-admins
• Created and modifed system shutdown and configuration scripts to allow sys-admins to quickly and efficiently work their line items
• Technical escalation point for resolving technical project issues including hardware, network and printer issues
• Obtained and allocated new IP addresses for workstations, as needed

Palo Alto, CA, US

• Managed 6 direct report system administrators and as many as 20 contracted sys-admins
• Interviewed, evaluated and hired employees, contractors, and interns
• Managed outsourced contracts and P.O.s
• Helped write and distributed Request for Proposal for system administrators to 15+ companies and evaluated returned bids
• Held monthly meetings with vendors to discuss quality of service and any contractual issues
• Managed daily operations of Individual Moves including technical and operational escalations, and managed resource allocation

Palo Alto, CA, US

• Served as the technical escalation point for system administrators on Bay Area individual and project moves including phone and field support, supporting over 10,000 Solaris workstation and PC moves a year
• Managed project migrations involving 500+ workstations moving within the Bay Area and Colorado including all system reconfigurations and data transfers
• Wrote perl and shell scripts to gather user information and facilitate transfer of large amounts of data
• Tracked and maintained an archive of infrastructure profiles pertaining to multiple domains
• Worked with the Sun IT community to incorporate infrastructure changes and additions into existing move processes
• Wrote and updated process and standards documentation and checklists and collected and analyzed customer satisfaction metrics

Palo Alto, CA, US

• Responsible for technical aspects of customer's moves including system reconfiguration, NIS map changes, data transfer across servers, and post-move customer support
• Trained new hires on move process and unique characteristics of Sun's IT infrastructure
• Managed projects involving 100+ customers utilizing 5+ system administrators
• Served as primary escalation point for challenges encountered by admins during projects
• Responsible for coordinating shut down, reconfiguration, and recable of workstations
• Ownership of all data transfers and database updates (NIS, Netadmin, etc.) for projects