Kim Summers Email & Phone Number

Denver, Colorado, United States

Centennial, Colorado

• Core-Backbone Operations, Support Center Manager
• Managed teams of Network Engineers supporting the Break/Fix efforts for Routing, Switching, Optical Transport Services, Firewalls and Load Balancers on the entire network that connects Residential Customers, Commercial.
• Participated in high profile and escalated outage conference bridges to provide troubleshooting recommendations, coordinate efforts between Charter engineers and Vendor TAC staff and provide status updates and.
• Conducted weekly team meetings to provide process improvements or changes and receive feedback from each team member on these improvements and their ideas for future changes.
• Semi-annually met with each team member to go over their progress towards their personal growth and the company’s goals. Annually wrote the reviews for each team member, reviewed them with upper management and closed.
• Wrote, transmitted and improved (as needed) the H-1B paperwork of each of the foreign team members that are working under this VISA category.

Palo Alto, CA

• Engineered the expansion of the Technical Support Team by defining the team roles, recruiting the best people for each position and trained them on a proper Case Management methodology. This team of six Support.
• Versatile leader who provided technical services to assist customers in determining the appropriate network design, installation and troubleshooting of monitoring solutions centered on LiveNX.
• Continually improved the quality of service provided by the Technical Support Team through product training, clear procedures and policies and direct leadership.
• Worked with the Sales Team (Inside and Regional), Systems Engineering Team, Accounting Team, Marketing Team, Product Managers and Business Services Team to constantly improve the Salesforce implementation, follow up on.

Netoptics, Santa Clara, CA

• Net Optics/IXIA is a leader in providing high performance network test, monitoring and visibility solutions spanning multiple industry sectors. Manager of Global Technical Assurance Centers
• Successfully provided customer-centric training for customers and Net Optics personnel on all aspects of the product line at the headquarters as well as on-site for customers on three continents including North.
• Versatile leader who provided customized technical services to enable the appropriate network design, installation and troubleshooting of customers monitoring systems on three continents.
• Led a transformation in the customer assurance centers by defining the team roles, recruiting the best people for each position, trained them on a Customer First! methodology and lead a team of six Support Engineers.
• Created and developed specific Key Performance Indicators for the GTAC to measure the effectiveness of the Support Organization across the Globe.
• Continually improved the quality of service provided by the GTAC through increased product training, clear procedures and policies and direct leadership.

Walnut Creek, CA

• Kaiser Permanante Health Care is the premier provider of quality Health Care in America with over 9 million members. Lead Network Capacity Planning Analyst
• Methodically and systematically analyzed the available bandwidth at each of the 848 WAN sites as part of the Monthly Exception Report which tracks those sites that need to have increased or decreased bandwidth capacity.
• Authored 36 Network and Application Analysis to determine the viability of new or upgraded applications when they are run across the KPIT Network.
• Key team member in the Critical Outage Bridges to provide packet capture, analysis and recommendations leading to Root Cause Analysis for Network Incidents.
• Appointed by management with configuring, upgrading and maintaining the 200+ NetScout Network Probes and Performance Manager Servers that monitor all of the critical WAN links within Kaiser as well as the five Internet.
• Acknowledged the need for improved visibility of the flow of information resulting in the much needed addition of 30+ NetOptics Directors to aggregate traffic for monitoring and security purposes.

Carlsbad, CA

• Entriq/Irdeto is a world leader in multi-screen, revenue assurance and media protection solutions for pay TV operators, OTT service providers and content owners.Senior Network Engineer
• Designed and installed a logistically challenging 100 server “instance” within the Savvis Data Center in Irvine, Ca to support a variety of product lines including mobile, desktop and home entertainment solutions that.
• Resourcefully improved the functionality of the Headquarters Data Center by developing an in-house process solution for power management, ongoing metrics to evaluate the power usage and procedures to deal with power.
• Actively participated in the 24/7 on call schedule for hardware and software customer support.

Irvine, CA

• VitalStream was a provider of Managed Hosting, co-location and streaming media services on an international basis. Senior Network Engineer
• Designed and implemented innovative network solutions to efficiently handle a 400% growth in production streaming traffic during 2005.
• Conducted successful Carrier Bandwidth negotiations in 2004 and 2005 resulting in a dramatic per unit average cost reduction of 70% saving the company in excess of $750K each year.
• Researched, analyzed, justified the technical ROI and implemented a versatile path routing solution to provide improved access for streaming customers.

• Sr. Network Engineer and Assistant Data Center Director
• Supervised the Network Control Center staff of five first level and 4 second level engineers on a 24x7 rotation established to maximize customer support.
• Assisted the Data Center Director in the day to day operation of a 13,000 sqft facility and a 100K sqft facility.
• Oversaw the design for customer equipment within the co-location space including cooling load, electrical load and cage layout.
• Responsible for the training and technical advancement of all 80+ Network engineers across the 34 global data centers operated by Exodus.