Andy Chen Email & Phone Number

Greater San Diego Area

• Manage a team which provides project management, PMO and analysis service to 7 teams within Cloud Operations• Leverage analysis to drive improvement in monitoring, automation, infrastructure, platform, alert triaging, incident handling, process, change management and team development for Cloud Operations organization• Collaborate with team leads, management peers and directors on project development, requirements, workflow, continual process assessment and improvement• Served as… Show more • Manage a team which provides project management, PMO and analysis service to 7 teams within Cloud Operations• Leverage analysis to drive improvement in monitoring, automation, infrastructure, platform, alert triaging, incident handling, process, change management and team development for Cloud Operations organization• Collaborate with team leads, management peers and directors on project development, requirements, workflow, continual process assessment and improvement• Served as PMO to build the project framework and create dashboards for Cloud Operations to improve collaboration and transparency• Report project status to stakeholders and gather requirements and feedback• Leverage experience and knowledge in operations to provide directions to PMs to ensure success, quality and the delivery of projects and innovative in resolving problems and conflicts• In crisis manager rotation to lead activities on a crisis call Show less

Greater San Diego Area

• Managed SRE team as part of a global 24/7/365 operation• Led the SRE team on incident response, crisis management, external group collaboration and escalations.• Collaborated with team leads, management peers and directors on project development, requirements, workflow, continual process assessment and improvement• Managed day and swing shifts’ all activities and shift scheduling to ensure shift coverage• Built work console for consistent view across SRE teams in different… Show more • Managed SRE team as part of a global 24/7/365 operation• Led the SRE team on incident response, crisis management, external group collaboration and escalations.• Collaborated with team leads, management peers and directors on project development, requirements, workflow, continual process assessment and improvement• Managed day and swing shifts’ all activities and shift scheduling to ensure shift coverage• Built work console for consistent view across SRE teams in different regions• Analyzed incident tickets and escalations to drive improvements in all aspects• Responsible for team development to reduce escalation and kept team’s motivation• Managed monitoring improvement projects• In crisis manager rotation to lead activities on a crisis call Show less

Diamond Bar

• Global service performance optimization & improvement• Managed 24 x 7 Global Service System Engineering Team (Tier 1 ~ Tier 3)• Infrastructure building and architecture design• Managed advanced CDN (Content Delivery Network) configuration team (Linux based)• Coordinated projects with Solution Engineering Team and functioned as a consultant for customer solutions• Responsible for change management and process improvement• Defined ticketing and escalation process between… Show more • Global service performance optimization & improvement• Managed 24 x 7 Global Service System Engineering Team (Tier 1 ~ Tier 3)• Infrastructure building and architecture design• Managed advanced CDN (Content Delivery Network) configuration team (Linux based)• Coordinated projects with Solution Engineering Team and functioned as a consultant for customer solutions• Responsible for change management and process improvement• Defined ticketing and escalation process between departments Show less

Diamond Bar, Ca

• Built a 24x7 international support team• Created SOP and troubleshooting guide• Managed global 24/7 customer and technical support team (China & US) (Tier 1 & 2)• Defined and improved ticketing process and escalation• Responsible for incident management and incident analysis• Maintained CDN resource (hardware and network)• Setup distributed monitoring system (Cacti, Nagios, OpManager, Whatsup, Smokeping)• Managed MIS department to support office network and system… Show more • Built a 24x7 international support team• Created SOP and troubleshooting guide• Managed global 24/7 customer and technical support team (China & US) (Tier 1 & 2)• Defined and improved ticketing process and escalation• Responsible for incident management and incident analysis• Maintained CDN resource (hardware and network)• Setup distributed monitoring system (Cacti, Nagios, OpManager, Whatsup, Smokeping)• Managed MIS department to support office network and system operation Show less

Diamond Bar, Ca

Award - Best Employee of 2011• Provided and carried out CDN solutions to Solution Engineering Team• CDN configuration in Linux environment• CDN system deployment and Linux server management• CDN performance optimization• Global network traffic management• Technical support and troubleshooting

Northbrook, Illinois

Northbrook, Iillinois

Taipei, Taiwan

Taiwan