Michael Dowdell Email & Phone Number

Vista, Ca, Us

Vista, California, United States

Small Breed Rescue of Southern California is an all-volunteer, non-profit, foster based organization funded by donations. We are dedicated to rescuing small breed dogs, small reptiles and select exotic pets primarily from public shelters and other rescues. Being committed to keeping administrative expenses low, virtually every dollar received goes directly to the care of the animals

San Diego

• C# .NET Core Software Development of Microservices/Windows Services, Automation, and Management Solutions to ensure Operations maintains Service Standards of Delivery.• SQL/Cosmos Database Structure, Administration, Population and Deployment to support Data Driven Applications• Website, Web Services, Windows Services, and Desktop Applications supporting Business Management Layers for Production Class Architecture.• Legacy Systems Development and Support• Agile Development Methodology

· Manage Technical Support department and direct their daily activities· Manage complaint handling system and adherence to our Quality System· Assist in deployment of new software releases to customer base· Producing and presenting metrics and analysis to Operations and Senior Team· Work closely with Aperio’s distribution partners· Monitor Technical Support e-mail, phone queue (call center), and cases to ensure rapid response times· Establish and maintain lines of communication with engineering and software development on design, reliability and maintenance issues· Manage/maintain SalesforceCRM system – customer, account, system, licensing, and case information· Selects, develops, and evaluates personnel to ensure the efficient operation of the team· Develop and implement standards, procedures, and processes for team· Identify opportunities for process improvements, cost reductions, and efficiencies

* Manage team performance, ensuring SmartDrive’s local and remote teams exceed operations and market expectations, as well as individual and department performance standards.* Lead service discussions including post mortems and checkpoint.* Closely manage the firmware deployment process.* Cultivate an excellent relationship with the product management and core engineering team.* Develop and modify .NET/T-SQL systems and tools to improve overall capabilities to support customer needs.* Leverage industry best practices in Service Management; promote a quality customer support and service culture to achieve operational excellence and customer satisfaction.* Interface with customers and internal organizations on a day to day basis providing problem resolution and configuration support for all SmartDrive products and services. This includes escalation of Service troubles and hardware replacement requests.* Develop, monitor and communicate changes to department policies and procedures clearly and timely.* Create, track and report Operations key performance metrics and benchmarking.* Implement and manage service improvement process based on root cause analysis.* Analyze, recommend and implement solutions that meet Operational business requirements* Develop and manage the contingency plans for all systems, staffing levels of support desk and day to day workflow of support personnel prioritizing requests and ensuring they are handled in a timely and efficient manner.* Provide regular reports to the management team about significant Operational issues , or development and corrective actions taken to improve the situation.* Analyze operational reports and initiate actions prescribed with defined operating policies and procedures.* Hire, fire, train, counsel, evaluate and recommend salary increases, promotions and other personnel actions for employees under direct supervision.

Management of the Integration Engineering and Worldwide Technical Support departments for Entriq’s entire product line. Responsibilities include staffing, task prioritization, time tracking, departmental metrics, solutions evaluation, technical architect, customer advocate, systems troubleshooting and software development. Provided customer interface to advanced integration methods for Entriqs Mobile WAP, Digital Rights and Billing API with our clients public web infrastructure. Varied approaches required in-depth knowledge of XML, PHP, ASP and HTTP headers in order to provide technical guidance for companies such as MTV, VH1, NBA and UFC.

• Manage, build and support internal Definity phone system, ethernet networking, mobile and desktop workstations, company wide backup, email servers, keyless entry and helpdesk for over 300 employees nationwide. • Build, configure and support public web farm, mail servers and database cluster in multiple co-locations.• R&D, System Configuration and Administrator of Lindows for Laptop as a viable client alternative to MS Windows.

• System Configuration of the Linux 7.2 package incorporating Apache/ PHP and MySQL• Documentation of the process needed to enable custom plugins within the PHP implementation• On-Site technical liaison to Buy.com on the implementation and potential throughput• Advised Clear Key of potential avenues to expand in order to improve market share and increase profit margin over a shorter period of time.

• Responsible for the creation and implementation of the business plan including Sales, Revenues, Gross Margin, Contribution, Profit, Financial Projections and Measurable Milestones. • Designed and implemented a PERL/PHP based website with a SQL Database backend to fully automate all management, operation and sales transactions through various financial institutions. • Initial marketing and on going advertising have been strategically placed within relevant outside indexes on a quarterly plan.• Designed and implemented the first product lines series including manufacturing, inventory, shipping and customer support.

• Senior Engineer of the Professional Services team for Inktomi’s acquired Fast Forward Networks, duties included benchmarking released software, architect and propose client implementation, deployment, training, and sales support. • Team role in Professional Services engagements that successfully deployed Inktomi content distribution technologies into Content Distribution Networks and top Financial Firms. • Designed, prototyped and trial deployed a Media Publishing system capable of transparent authentication, automated media capture, satellite and terrestrial distribution as well as reliable multicast edge cache pre-population. This project led to a patent and the purchase of Escene Networks.• Significant contributor towards enabling sales engagements with prospective clients including Salomon Smith Barney, Charles Schwab, Intel, Sprint, Navisite, and many more.• Lead integration efforts that enabled Inktomi’s Product Operations Division .

Gather requirements, design and deploy a fault tolerant streaming network of the top three platforms across three continents. Maintain each platforms feature set, promote scalability through modularization and quality through enabling telco style signaling.

Product Management/Development & System Administration of Microsoft 9x - NT2000, Linux & Unix to support research and integration of leading hardware and software solutions to maximize streaming efficiency. Projects range in language from HTML, DHTML, XML, SMIL, Perl, JavaScript, ASP, Visual Basic, & C++ as well as transports such as TCP, UDP, HTTP, MMS, PNM and RTSP. Core media architecture developed against to include Netshow 3-4.x, Real 5-G2, Quicktime 3-4 and Mp3 native streaming servers. Media encoding of Real 4 – G2, Netshow 2 - 4.x , Avi, Quicktime 3-4, Mpeg 1 - 4, Vivo and Wav on a variety of hardware platforms. Digital Animation via Lightwave, 3Dstudio Max, and Soft Image along with Analog Linear and Digital Non-Linear Editing.