Larry Shih Email & Phone Number

Remote

• Systems Administration for Exchange 2010, Active Directory PC/Mac (OS X) Windows Server, Hyper-V, and RedHat and Desktop support
• Maintain Barracuda Email Security Gateway 400
• Manage Barracuda Backup 895 which manages Exchange Mailbox DB backups
• Deployed and primary point of contact for Solar winds SAM monitoring system
• Deployed and primary point of contact for Manage Engine AD Manager plus
• Day to day administration of user provisioning and corporate application management

Redwood City

• IT Systems Administration for PC/Mac (OS X) Desktop support and Windows Server, Exchange 2010, SharePoint 2010 and Linux (Ubuntu, CentOS) VMs, Cisco Unified Communications Manager (VOIP) for Actiance headquarters and.
• Experience with Microsoft Exchange 2003/2007/2010, Active Directory, DNS, DHCP
• Experience with VMWare ESXi
• Created and maintained virtual servers on AWS EC2 and VPC services
• Created and maintained backups with Symantec Backup Exec
• Providing support on technical issues, production problems, IT-related projects and responding to general technology inquiries.

Redwood City, CA

• Manage a team of IT Analyst that addressed technology issues that affected the call center agents
• Manage day-to-day operations of corporate IT environment
• Evaluate and recommend tools for internal I.T. support
• Grew the support team within a 12 month period
• Brought in additional revenue by charging outsource call center when supported was provided to them.
• Prepare for new employees by procuring hardware and software as needed, and managing the provisioning process

• Interacted with Business Development in creating Statement of Work (SOW) with potential business partner
• Standard Operating Procedure (SOP) for support.com call center
• Supporting over 600 work from agents, dealing with issues from VOIP to desktop problems
• Support Business Development and Product Management in meeting their launch dates for new partners by helping to define and test new services
• Evaluate application, hardware, and network resource consumption, identify bottlenecks, and make recommendations on performance improvements
• Responsible for quality assurance testing of new software releases from engineering

Responsible for the support and management of the Comcast Voice and High Speed Data provisioning Applications Tasks include testing and deployment of JAVA based applications on both Solaris and Linux platformsServe as the subject matter expert for DHCP, DNS, Voice over IP, and the provisioning flow for the Comcast provisioning systemTrain and mentor new.

• Responsible for the support and management of the Comcast Voice and High Speed Data provisioning Applications
• Tasks include testing and deployment of JAVA based applications on both Solaris and Linux platforms
• Serve as the subject matter expert for DHCP, DNS, Voice over IP, and the provisioning flow for the Comcast provisioning system
• Train and mentor new hires and other internal departments
• Support 24x7 escalations and serve as an escalation point for both the tier 3 and tier 4 operations support organization.
• Accomplishments include recognition for “most dedicated employee”

Responsible for 24x7 support of the Excite@Home Broadband provisioning networkTasks included troubleshooting and resolving complex applications and Oracle database issuesCollaborated with engineering and applications vendors to identify bugs and worked with vendors such as Oracle and Cisco to resolve the issueParticipated in initiatives to strengthen and.

• Responsible for 24x7 support of the Excite@Home Broadband provisioning network
• Tasks included troubleshooting and resolving complex applications and Oracle database issues
• Collaborated with engineering and applications vendors to identify bugs and worked with vendors such as Oracle and Cisco to resolve the issue
• Participated in initiatives to strengthen and streamline the Oracle database for faster lookup by eliminating duplicate records, and developing new methods of querying the database to replace non-indexed queries.
• Maintained and monitored IP address space to detect IP Pool depletions, and proactively request IP allocation and routing from the responsible groups and parties.
• Identified problem trends, areas for improvement and provide operations input to development

Provided technical support to residential customers for the Excite@Home High Speed Data service Served as first line support in troubleshooting of technical problems for customer issues Handled approximately 30 to 40 calls per day and documented details in Action Request System (Remedy)Performed troubleshooting on cable modem network, network.