Doug Roberts Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

• Scaled the Meraki Global Service Desk from of 6 to a team capable of supporting 3,000 Meraki employees• Promoted from Global Support Desk Manager to IT Manager, building teams of specialists and evolving strategy to meet business needs• Oversaw a diverse portfolio of IT projects with global impact, delivering value to the business in money and time savingsTechnology and Tools:• Agile methodologies for IT project management• SaaS Toolkit: Google Workspace, Okta, Jamf, Slack Duo, Jira, Confluence, Code42, SnipeIT• ITIL v4 Foundation Certified (Cert# GR671167885DR)• Various levels of experience in Python, Google Apps Script, and bash

San Francisco, California, Us

• Lead a team of IT professionals to support infrastructure and internal support for 400 Nerds• Manage budget and strategic planning for the IT department• Work with cross-functional partners to integrate IT into HR, Workplace, Security, and others• Lead company-wide projects such as BetterCloud implementation, a new global VPN, and MSP service desk rollout• Mentor the IT team in career growth, scaling IT, improving the end-user experience, automation, and process improvement

San Francisco, California, Us

Manage a global team of 11 IT professionals in supporting 1,200 OpenTable employeesUse a metrics-driven approach to continually improve support delivery- Reduced time to resolution by over 50%- Reduced time to first reply by over 84%- Maintained no lower than 99% CSAT• Work closely with Security, NetOps, TechOps, and other teams to define and enforce policy, mange office moves, and drive global projects• Develop automations for new and legacy systems and continually improve employee support using a metrics-driven approach• Manage budget, hiring, career development, develop and execute on strategic plans for the IT department

San Francisco, Ca, Us

Santa Clara, Ca, Us

• Hands-on IT position supporting all facets of the business• Focused on IT automation, improving the on-boarding experience, and codifying IT policy

Santa Clara, Ca, Us

• Managed IT infrastructure and Help Desk for a 180 person global company• Implemented global network and server monitoring• Upgraded, consolidated, and virtualized a mish-mash of servers and services including DNS, DHCP, file sharing, Open Directory, and VPN• Technical leader for Ixia acquisition IT activities of replacing and rebuilding the entire Net Optics physical and logical switching, wired and wifi networks, virtualization, and server infrastructure.

• Managed Help Desk and IT Infrastructure teams (2 direct reports, 4 indirect) in a fast-paced environment with 400 users in 8 offices in the US, UK, Canada, and Australia • Successfully kept IT within the 2012 and 2013 budgets• Set and enforced IT policy with an eye toward security, compliance, and scalability• Managed vendor and contractor relationships for remote IT support and other services• IT leader for multiple office IT moves and upgrades, Google Apps migration, audio and video conferencing improvements• Daily hands-on support for technical projects and escalated issues on Mac, Linux, Windows, and SaaS providers• Wrote custom PHP tools for Google Apps for user management in LDAP and Google Apps

Rotterdam, Nl

• As a consultant, managed diverse needs and projects for multiple clients including desktop support, server support, and web operations support• Build, maintain, and monitor Redhat Linux systems using Nagios and ad hoc scripts

Dublin, Ohio, Us

• Review security events for suspicious activity, investigate and remediate • Verify new user and server systems comply with security policy using Nessus scans • Test 0day vulnerabilities against AV and recommend appropriate actions

Marysville, Ohio, Us

• Ensure Sarbanes-Oxley and PCI compliance by working with internal and external customers on mitigation of audit items and creation of policy• Review security events from SOX impacted servers, parse using custom Perl tools, investigate and remediate.• Evaluate web application scanning and network scanning tools to ensure regulatory and security compliance

• Project lead on the network migration from GE, project lead on international user migration, network lead, security lead for network, servers, and end-user stations• Managed the network and security infrastructure: LAN, WAN, VPN, VLANs, web and application, Linux, anti-virus, malware, and software delivery servers • Network and server monitoring for approximately 30 servers and 650 nodes based in Worthington, with offices in Dublin, Ireland, Florida, Hong Kong, Germany, and other European and Asian locations

• Managed the IT infrastructure: end-user stations, servers, LAN, WAN, and hosted web presence • Project lead for implementation of the company e-commerce site • Install, maintain and determine appropriate hardware and software for POP3, SMTP, WWW, FTP, DNS and VPN services

San Mateo, Ca, Us

• Managed the team the IT and Ops teams (4 direct reports), responsible for the office infrastructure and datacenter• Negotiated and approved all IT related vendor contracts for phone, data, site security, electrical and other technical facilities needs • Determined requirements and successfully implemented network, telecom, and security services to integrate satellite offices, datacetner, and telecommuters

Londonderry, Nh, Us

• Maintained multi-language library of over 1200 PPD files for Fiery XJ RIPs • Developed and assured quality of EFIColor Profiles with UNIX and Macintosh tools • Conducted beta tests for EFIColor profiles and approved release for manufacture • In a pre-web era, saw the need for, designed, and implemented the EFI BBS