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• Setting new computer setup, software and hardware installations, software upgrades, and troubleshooting computer, and network issues• Maintain user accounts; reset passwords; assist with the software applications; compile reports; and respond to Freewheel employee requests for hardware and software requests• Maintained vendor management with multiple vendors • Create golden images of MS operating systems for Hyper-V and VMWare environments• Build out images for Mac and Windows laptops. • Reviewed new phone systems and laptops for end users• Responsible for 10 rack cage of DR datacenter in Sunnyvale; rack, powered and configured ilo on new HP DL 360 servers deployed to the data centers

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 remote offices. • 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.• Responsible for effective provisioning, installation/configuration, maintenance, and backup of systems hardware and software, telecom and related network infrastructure.• Responsible for managing local vendor relationships and maintaining IT asset inventories at assigned sites. • Work closely with local HR resources to execute efficient on-boarding and off-boarding practices of regional employees. Provide employee training on desktop related software and systems.

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• Act as a point of escalation for diagnosing and resolving hardware and software issues

• 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 • Develop support process for multi call center• Support the support.com call centers with new production releases by testing the releases prior to being pushed to production and being available onsite when necessary• Draft the best practice operating procedures for new releases and services

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 hires and other internal departmentsSupport 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"Recent accomplishment includes system wide migration of over 6 million subscribers from Lucent VitalSoft application to the Cisco BACC/CNR platform.

• 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”• Recent accomplishment includes system wide migration of over 6 million subscribers from Lucent VitalSoft application to the Cisco BACC/CNR platform.

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 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 developmentTrained and mentored junior staff to ensure the highest level of service availabilityWorked with and trained Tier3 techs on as to how troubleshoot and resolve issues that were sent to Tier4Evaluated and trained provisioning engineers in a cross-functional environment

• 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• Trained and mentored junior staff to ensure the highest level of service availability• Evaluated and trained provisioning engineers in a cross-functional environment

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 configuration, and support Internet applications on Windows 95/98/NT and Macintosh workstations.Recognized for low call times.