Mitch Ferguson



I have fortunate enough to collect a number of skills from my Information Technology experiences ranging from multiplatform software distribution to Managing a SAAS Client Technical Support Center.

  • Experienced team leader; proficient in evaluating, recruiting, hiring, and developing quality employees
  • Excellent oral and written skills
  • Multitude of process skills, including change/release management, ITIL, SOX, SAAS technical support, code/ infrastructure root cause analysis, disaster recovery design, software distribution, infrastructure administration and maintenance.
  •  Responsible for process and tool changes resulting in tangible benefits to the business, delivered on time with limited budgets.
  • Application/ hardware integration, packaging and distribution
  • LAN/WAN network installation and troubleshooting

Work History

Work History
Oct 2005 - Mar 2009

Manager Technical Support Center

CaseCentral Inc.

Responsible for a team of 7 CSR’s, this team supported thousands of demanding lawyers and paralegal clients. My daily duties included coaching and managing 7 CSR’s, reporting ticket/call trends to senior management, managing the Network Operations Center (NOC), managing critical production issues and root cause analysis creation and distribution to account managers and clients.Chaired weekly change control and release board meetings; responsible for maintenance window scheduling, communications plan, and resource management for all changes in the production environment. During my time as a manager I designed and implemented a new ACD phone system ( to replace an unreliable Nortel phone system, this system allowed for greater flexibility, recording and tracking of client calls as well as enabled disaster recovery options for our CSR’s to provide excellent and reliable customer service.I also had the opportunity to designing and implementing a SAAS ticket tracking system (, this greatly improved our time to resolutions and issues with stale tickets with our previous ticket tracking system.I was also responsible for creating a tiered support structure that reduced overall time to resolution and enabled ticket escalation/resolution to be more efficient.

May 2005 - Sep 2005

Technical Consultant

Freelance consultant

Provided Technical Design, Maintenance and support to a number of small businesses in the Bay Area,  references upon request

May 2002 - Apr 2005

Sr. Software Engineer - Store Server Engineering

Hewlett Packard – OpenView / Radia Software Distribution – Designed and implemented a HP-Radia software distribution system for all Domestic & International Stores. Packaged Windows & Java applications with Wise installer for distribution to development, quality assurance and production environments. Monitored overnight store software installations via custom Macromedia Cold Fusion web console and reported success or failure to senior management

Tools: Wise Enterprise Studio 5, Batch files, Macromedia Cold Fusion, MS Server 2003, MS SQL 2000, mySQL, Hp-Radia software distribution and inventory

Environment: 3200 Wintel servers

Logisence CacheXpress ( - Engineered and implemented a creative software solution to reduce web traffic and increase performance for POS training CBT’s for all domestic Gap, Banana Republic, and Old Navy Stores.

Tools: Logisence CacheXpress, Windows 2000 Desktop, Cisco CE-550 Cache Engine

Environment: 3 National hub sites, 3200 stores, 56K frame relay

Cool-Signs Digital Media Signs ( – Designed infrastructure and implemented Digital Media distribution to stores in an effort to communicate with employees in Distribution Centers and Field offices. Managed the rollout, performed integration with Gap Single image O/S, troubleshooting & maintained all locations remotely, Trained media creator how to create and distribute media via Cool-Signs.

Tools: Microsoft Windows Server 2003, Cool-Sign Media Player and Network Manager

Linux - Successfully lead a Pilot project team that ported the Gap Point of Sale application from the 4690 operating system to SUSE Linux operating system for domestic stores.Design was documented & presented for consideration for future projects.The lead technician submitted documentation as part of his master theses and receive at 100% score from the Swiss Institute of Technology.

Tools: SUSE Linux, IBM IRES 1.0


Sep 1993 - May 1995

Bachlors of Science

Univesity of California - Davis