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I make customers happy. Period.™
DANIEL HINOJOSA
Resume
in PDF
OBJECTIVE: Technical Support Manager
QUALIFICATIONS: Excellent background in technical support
management, technical customer support, and support documentation.
Systems experience on Sun Solaris and HP UNIX servers and workstations.
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:
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| Management: |
People, multiple projects, schedules, contracts, vendors.
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| Technical Support: |
Trouble-shooting, O.S. configurations, software, hardware,
network, in-person, phone, email, web. |
| Web Servers / 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.
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| Presentations: |
Users, executives, trade shows, training, classroom,
one-on-one, teleconference, WebEx. |
| Communication: |
Inter-personal, 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, Office Products - MS Word
2000, MS Excel, MS PowerPoint, Visio, MS Access, Outlook
98/2000, Outlook Express, I.E. 4.x/5.x/6.x. |
| Languages: |
Java troubleshooting, XML, HTML. |
| Miscellaneous Software: |
JDK, Java Development Kit, JRE, Java Runtime Environment,
Kana, DeskTop, Scopus, TeamShare, DreamWeaver, Adobe PhotoShop
5.x, Adobe Acrobat 5.x, Netscape 4.7x. |
EXPERIENCE:
| Manager, Client Services |
| ScImage,
Inc., Los Altos, CA |
2003 - 2004 |
- Notably increased customer satisfaction in 8 months.
- Improved team morale in 6 months.
- Excellent success in meeting customer commitment.
- Resolved 100% of incoming calls with available resources.
- 100% success
at meeting customer satisfaction metrics.
- Successful contributions to process improvements for whole
team.
| Technical Support Manager |
| Manage.Com,
San Jose, CA |
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.
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.
- 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 |
| Hewlett-Packard Company, Palo Alto, CA |
1995 - 1998 |
- Received retention stock grant for excellent sustained performance
across multiple teams.
- Received STAR award, a 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 Soultions Specialist / DNS Master |
| Hewlett-Packard Company, Santa Clara, CA |
1992 - 1995 |
- 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.
| Response Center Network Support Engineer |
| Hewlett-Packard Company, Mountain View, CA |
1991-1992 |
- Delivered 98% USENET server uptime for RC engineer use.
- Received STAR award, stock grant, for providing rapid response
to security breach by a user.
- Provided networking support for DNS, gated, ISDN, X.25, X.400,
TCP/IP.
- Championed usage of Internet to deliver patches to customers.
| Response Center EECAD Support Engineer |
| Hewlett-Packard Company, Mountain View, CA |
1989-1991 |
- Pioneered electronic submission of trouble calls via the Internet
within the Response Center.
- Recreated user environments on lab equipment duplicating hardware,
software, and kernel configurations.
EDUCATION
De Anza College
Currently enrolled
Palomar College,
San Marcos, CA. Electronic Technicians Certificate
Inter-Personal communications, UCSD
Extension, San Diego CA
Leadership Management, UCSD
Extension, San Diego, CA
PROFESSIONAL ORGANIZATIONS
USENIX Association
(since 1994)
USENIX Systems
Administrators Guild (SAGE)(since 1994)
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