I make customers happy. Period. (tm)
 
DANIEL HINOJOSA
408.674.1246
Daniel@RNDH.Org
 
OBJECTIVE: Technical Support Manager
 
QUALIFICATIONS: Excellent background in technical support management, technical customer support, and support documentation. Extensive background with software development environments.  Bilingual - Fluent in Spanish - speak, read, write. Outstanding depth in: 
 

* Building support organizations, Agilent and Manage.Com.
* Re-energizing support organization, ScImage, Inc.
* Customer support, support processes, and support performance that delight customers.
* Team building for successful teams and highly dynamic environments.
 
KEY ACCOMPLISHMENTS
* Designed and implemented support programs for global 24x7 coverage with existing resources.
* Delivered 20% productivity increase by instituting a cross departmental program for collection and use of quality metrics to guide continual improvement of development and production processes.
* Facilitated 80% improvement in software development cycle.
* Received multiple STAR awards, stock grants, for excellent performance and cross team contribution.
* Pioneered utilization of the Internet for support solutions at Hewlett Packard.
* Realized $430k savings per year for EDA software development team.
 
SKILLS
 
Management: People, multiple projects, schedules, contracts, vendors, remote teams.
Technical Support: Troubleshooting, O.S., software, hardware, network, applications.
Web / Application Servers: Apache, Netscape Enterprise, iPlanet, Apache Tomcat 3.x, BEA Weblogic 6.1 / 7.0, JRun 3.1 Professional.
Databases: Oracle 8i, Sybase 11 / 12, MS SQL 7.0, Access, Informix.
Presentations: Users, executives, trade shows, training, classroom, one-on-one, WebEx.
Communication: Interpersonal, phone, trade-shows, training, technical customer support. 
Systems Administration: HP-UX - 9.X / 10.20, Solaris - 2.6 / 7 / 8, Kernel Performance Tuning, networking.
Networking: SNMP, DNS, NFS, Samba, LDAP, TCP/IP, X.25, ISDN, GateD, Tibco Products: Hawk 3.x / 4.x, Rendezvous 6.x, PortalBuilder 3.x.
Microsoft Products: Windows NT 4.0/2000/95/98/XP Server 2000, Office Products - MS Word, MS Excel, MS PowerPoint, Visio, MS Access, Outlook.
Languages: Java troubleshooting, XML, HTML.
Miscellaneous Software: JDK, Java Development Kit, JRE, Java Runtime Environment, Scopus, TeamShare, DreamWeaver, Adobe PhotoShop 5.x, Adobe Acrobat 5.x, Netscape Communicator 4.7x.
 

EXPERIENCE
 
Client Services Manager
ScImage, Inc., Los Altos, California          2003 - 2004
 
* Notably increased customer satisfaction in 8 months.
* Improved team morale in 6 months.
* Excellent success in meeting customer commitment.
 
Technical Support Manager
Manage.Com - Cogency Software, San Mateo, California          2000 - 2002
 
* Designed and implemented support programs for global 24x7 coverage with existing resources.
* Managed successful timely resolution of escalations by providing cross-functional leadership and leading technical, management, and support resources through the escalation process.
* Guide continual improvement of software development and support by supplying roadmap of metrics for collection and monitoring to executive management.
 
R&D Program Manager
Agilent Technologies Company, Santa Clara, California           1999 - 2000
Engineering Services team provided central support for corporate Supply Chain solutions.
 
* Delivered 20% productivity increase by instituting a cross departmental program for collection and use of quality metrics to guide continual improvement of development and production processes.
* Facilitate teamwork environment by creating peer recognition program for department.
* Facilitated 100% support coverage for global customers in a 24x7 environment.
 
Technical Consultant
Hewlett-Packard Company, Multiple locations in California             1981 - 1983, 1988 - 1999
* Co-authored a re-write of the HP-UX Kernel Tuning and Performance Guide providing customers an authoritative guide for tuning HP-UX systems.
* Partnered with Synopsys to provide solutions in a growing HP-UX development environment.
 
Productivity Engineer
* Received retention stock grant for excellent sustained performance across multiple teams.
* Received STAR award, stock grant, for successful completion of IT needs analysis project.
* Realized $430 K savings for one year due to compute architecture and process improvements.
* 80% improvement in software development cycle by delivery of new development environment.
* Facilitated 100% successful corporate systems security audit utilizing web based documents.
* Improve by 75% turnaround time for user technology requests by creating web forms.
* Delivered 99% scheduled uptime of systems in local data center for software development team.
 
IT Solutions Specialist / DNS Master
* Supplied 95% scheduled uptime of 33 UNIX client servers, 300 clients.
* Provided 98% scheduled uptime of 15 production UNIX servers across four sites in the bay area. 
* 100% completion of DNS infrastructure upgrade project by successful project management.
* 35% improvement in network utilization by architecture of client/server infrastructure.
* Mentored new systems administrators.
* Developed guidelines for managing systems in a production environment. 
* Served as technical lead escalations providing focal point for technical contact by management.
 
EDUCATION
Currently enrolled, De Anza College
Electronic Technicians Certificate, Palomar College San Marcos CA
Inter-Personal communications, UCSD Extension San Diego CA
Leadership Management, UCSD Extension, San Diego, CA
 

PROFESSIONAL ORGANIZATIONS
USENIX Association since 1994, USENIX SAGE, Systems Administrators Guild, since 1994
 
http://www.RNDH.Org/resume.shtml