Tom Donohue Email & Phone Number

• Deploying, upgrading & troubleshooting HP Business Automation Software for high-visibility customers• Traveling frequently to customer sites throughout the USA• Coordinating with members of customers' server, security & network support teams on deployments• Providing enablement and instruction on the configuration and use of the software• Producing detailed documentation of deployment and configuration processes for the customer• Engaging HP support teams to address product-related issues

Cupertino, Ca

• Deployed, upgraded and decommissioned application servers for high-visibility customers• Investigated server outages and performed troubleshooting of application errors• Deployed monitoring and alerting systems for customer production application systems• Devised and implemented solutions to resolve issues involving system availability and performance• Worked closely with support, consulting and R&D teams to address customer-affecting issues• Contributed documentation of processes and procedures to the knowledge base

Cupertino, Ca

• Implemented and configured custom monitoring solutions of hardware, services, applications & SLA’s• Provided support, analysis and consulting in order to optimize monitoring services for customers• Performed thorough troubleshooting of issues affecting monitoring performance • Worked closely with engineering team to address any issues impacting our systems• Contributed articles on processes, procedures and documentation to the knowledge base• Devised solutions to improve procedural efficiencies and documentation

Mountain View, Ca

• Performed ront line monitoring of global HP SaaS infrastructure and responded immediately to all alerts received• Immediately escalated back-end issues to the engineering team• Quickly resolved issues affecting monitoring equipment and escalated to engineers when necessary• Provided support to customers by optimizing monitoring services and analyzing monitoring data• Contributed articles on processes, procedures and documentation to knowledge base• Provided training and mentoring to junior Operations Support Representatives

Mountain View, Ca

• Monitored the global network infrastructure and responded immediately to all alerts received• Immediately escalated back-end issues to the engineering team• Quickly resolved issues affecting monitoring equipment and escalated to engineers when necessary• Provided support to customers by optimizing monitoring services and analyzing monitoring data• Contributed articles on processes, procedures and documentation to knowledge base• Provided training and mentoring to junior Operations Support Representatives

• Performed troubleshooting of and resolved the most difficult tech issues• Coordinated with ILEC’s, CLEC's and other vendors • Developed training materials and tools• Mentored junior team members

• Responded to customer inquiries• Addressed customer billing issues• Maintained customer account and service records

Ma, German Literature

Activities and Societies: Alpha Phi Omega

Study Abroad Semester, German Language And Literature

Activities and Societies: Tanzschule (ballroom dancing classes)German Academic Exchange Service Scholarship

Study Abroad Scholarship, German And Foreign Languages

Activities and Societies: Akademisch-Musische Verbindung Berlin im Sondershäuser Verband, Heinkel-Freunde BerlinFederation.

Ba, Foreign Languages And Literatures

Activities and Societies: Alpha Phi Omega National Service Fraternity, Juggling Club, E-52 Theatre Group, German House, Russian.