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Summary

35+ years of experience in the computer industry, including project management, software engineering, IT/IS and digital marketing.

Work History

May 2007Present

Owner, Freelance Digital Technology and Marketing Consultant

Kaiscapes LLC
  • Leveraging my years of knowledge and experience to help businesses maximize their potential using digital technology.
  • Coaching and assistance in assimilating computer, web and mobile technologies into workflows, strategies and plans to achieve maximum success in today's online world.
  • Training and coaching, strategy and planning.
  • WordPress websites.
  • Speaking engagements.
Feb 2014Feb 2016

Project Management, Operations, Marketing

Kontur Labs (formerly Bump Networks)
  • Guiding clients through the envisioning process to capture KPI’s and requirements.
  • Managing the creation of detailed mockups with design and usability teams.
  • Managing offshore software development and QA  teams to build projects that realize the clients' vision.
  • Managing the handoff of completed projects to the clients and establishing support level agreements.
  • Managing ongoing support needs of clients.
  • Managing marketing efforts internally and for clients.
Feb 2014Feb 2016

Project Management, Operations

mbloom Ventures

Project management, perations, technical research and validation, dealflow and due diligence.

Oct 2004Jan 2015

Professional Photographer

Peter Liu Photography
  • Photography for businesses.
  • Fine art, landscapes, nature, portraits, events, real estate, underwater, commercial, assignments, instruction and coaching.
Apr 2003Oct 2004

Technical Services Manager, Escalation Sustaining Engineering

Sun Microsystems

Senior escalation manager in the software sustaining organization.

  • Critical situation and escalation management for enterprise software products.
  • Interface with the support organizations and the field to diffuse hot customer escalations.
  • Coordination of sustaining and development teams to provide relief to customers.
  • Drive strategic initiatives among sustaining, development and support organizations to prevent future escalations.
Apr 2002Apr 2003

Principal IT Architect, Sun IT

Sun Microsystems

Senior architect within Sun IT.

  • Architect and program manager of a technology early adoption site within Sun IT.
  • Responsible for overseeing planning and deployment activities.
  • Liaison responsible for building and maintaining relationships among IT, customer support and product development, including the creation of processes for escalating product issues.
Jun 2000Sep 2001

Senior Manager, Worldwide Advanced Services

iPlanet e-Commerce Solutions (Sun-Netscape Alliance; AOL Time Warner)

Director level manager reporting directly to the Vice President of iPlanet Worldwide Customer Support.

  • Responsible for a high-availability 24x7 back-line technical support organization of up to 25 product experts chartered with diffusing Enterprise customer escalations worldwide.
  • Responsible for directing up to 3 managers in the building and deployment of tier-2 and tier-3 fly-and-fix teams consisting of technical experts in software diagnostics and developer support.
  • Responsible for vision and direction of the teams and their functions within the larger Customer Support organization.
  • Responsible for overseeing headcount and resources for the organization based on case load, worldwide coverage and business needs.
  • Managed highly visible projects to integrate call center procedures and escalation processes between AOL and Sun Microsystems involving cross-functional organizations on both sides, including Customer Support, Software Engineering, Sales, Marketing, Professional Services and IT, resulting in smoother cooperation among engineers in both companies supporting iPlanet products worldwide.
  • Successfully navigated the challenges presented by leading a support organization in a two-parent alliance between AOL and Sun Microsystems.
Sep 1998Jun 2000

Manager, Worldwide Advanced Support

Netscape Communications

Manager of a "SWAT Team" of dynamic, highly skilled product experts responsible for providing back-line support for hot customer escalations and training for all front-line technical support engineers.

  • Recruited and built the Advanced Support team from scratch.
  • Made minute-to-minute tactical decisions regarding effective deployment of resources to resolve hot customer issues worldwide.
  • Instrumental in the development and rollout of technical support processes and tools.
  • Overall project manager for technical support readiness during the Y2K rollover period.
Apr 1998Sep 1998

Manager, Major Accounts Technical Support

Netscape Communications

Manager of a high-powered, extremely effective team of technical support engineers responsible for providing high-touch support to Netscape's major Enterprise customers.

  • Managed a team who developed and maintained high-touch working relationships with customers in the Telecom, Finance, Government, Technology and Utilities industries.
  • Provided leadership, training and mentoring to members of the team.
  • Assisted with hot customer escalations and helped drive problem resolution by providing resources needed by my employees to succeed.
Sep 1997Apr 1998

Technical Support Engineer

Netscape Communications

Technical account manager providing high-touch support to Netscape's major Enterprise customers.

  • Developed and maintained excellent working relationships with customers.
  • Diagnosed and resolved technical issues regarding Netscape products on a variety of platforms.
  • Acted as an advocate for customers, drawing on any and all company resources necessary to resolve customer issues.
  • Worked closely with Engineering, QA, Sales, Professional Services and IT to provide 100% customer satisfaction.
Aug 1996Sep 1997

Information Technology Architect

Amdahl Corporation

Lead technical architect responsible for the amdahl.com Internet presence as well as much of the computing infrastructure within the corporate IT division.

  • Architecture lead and manager of the Amdahl firewall systems and networks.
  • Postmaster and DNS administrator.
  • Webmaster of internal websites.
  • Extensive work in the area of computer and network security.
  • Responsible for Unix and Windows computing infrastructure and web technologies.
  • Responsible for assembling and leading technical task-force teams to resolve difficult IT architecture and infrastructure issues.
Sep 1990Aug 1996

Principal System/Network Administrator

Amdahl Corporation

Project Leader of Corporate System Administration Teams.

  • Coordination of system administration projects linking IT with corporate business units.
  • Architecture of server and network strategies needed to accomplish business requirements.
  • Planning and support for firewalls, including network security, DNS, email and web hosting.
  • Instrumental in the design and construction of the web infrastructure for the corporation.
  • System administrator of networks, servers and various computing platforms.
  • Installation, configuration and maintenance of hardware and software, including Unix, Linux, DOS/Windows and Macintosh platforms.
  • Instrumental in developing a common desktop environment for Unix workstations.
  • Extensive experience with Solaris and SunOS operating systems, including X Windows.
  • Installation and support of A/V and conferencing systems.
  • Technical resource for other system administrators.
Aug 1989Sep 1990

Senior Software Engineer

Amdahl Corporation

Software Support Team Leader responsible for systems level development, programming, maintenance and support of mainframe simulator systems.

Jun 1987Aug 1989

Senior Systems Programmer

Syncsort Inc.

Senior Systems Programmer responsible for installation, building and maintenance of production systems, including performance and capacity planning, disaster recovery and productivity tools.

Sep 1983Jun 1987

Senior Software Analyst

Syncsort Inc.

Responsible for technical support, sales/marketing support and quality assurance of Syncsort products, including product design and development, testing, documentation and code modification at the Assembler and machine code level.

Education