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 of.

Ba, Foreign Languages And Literatures

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