SUMMARY OF QUALIFICATIONS

OBJECTIVE: is a supervisory position that  requires hands-on technical  management experience, analytical skills, and proven abilities to plan and deliver superior engineering operations  support services on time with the best possible  quality to customers, stake holders, retain the customer base, in a restrained  cost structure.


  
Successfully  led Customer Support teams with provenabilities to  provide superior timely 24x7x365 customer service using the experience in  implementing CRM and technical  support processes.

  
Managed an  Offshore (India)  and onshore site of 30+ QA, test automation, and sustaining engineers.

  
20+ years experience in hiring, leading,  motivating, mentoring, and retaining exceptional team members.


  
As a       key member of the management team, managed anywhere from 6-30 high caliber       engineers.


  
Managed delivery  schedules, leading QA, Release and Software Manufacturing, and producing  Technical Product Manuals in a team environment.


  
Deployed on time Network Routing and Switching       related software products for 5 years for a start up company.

  
Key in closing multiple sales towards multi       million dollars annual revenue to Network Equipment vendors. 


  
Designed and  deployed a new web portal hosted data service Network Operations centers(NOC)and closed multiple partnerships.


  
US       Citizen 

  
City       of Sunnyvale Leadership Class Graduate,       1998 


PROFESSIONAL EXPERIENCE
Confidential, Sunnyvale, CA (Acquired by SAIC in Feb 2010)  June,  2007 - Present

    Director, Engineering Services 


  
Leads an international 24x7 technical services (Customer Support, Sustaining  Engineering, and Technical Publications) organization supporting advanced Deep  Packet inspection (DPI) solutions to worldwide commercial and government  customers using Salesforce CRM product.

  
These DPI solutions are based on CloudShield's DPI hardware and software  platform technologies to implement content and flow switching packet transmision.  Solutions focused in the areas of cyber security, lawful intercept and  subscriber policy enforcement on the CS2000, CS4000, and IBM Blade Center hardware platforms.

  
These DPI solutions include, but not limited to, Intrusion Detection and  Prevention Systems, URL blacklist, IPv6 Firewalls, Peer-to-Peer Traffic  Detection and Control application using the Eclipse framework for the content  control, Subscriber Identification and Bandwidth Control, IP Services  Monitoring and Billing, DDoS Detection and Prevention, DNS Defender (Response  cacheing to provide a high response throughput reducing the load of multiple  DNS server farms while thwarting flood attacks), BGP  Defender, Integration with third-party network management tools, Event  correlation systems through the use of such technologies as XML, JSON, SSL and PKI.


  
Managed Customer Support escalation and       action plans, visibility to management of critical field issues for engineering       resolution, generation and execution of recovery plans at critical       accounts. 

  
Managed       the Sustaining Engineering team to create, test, and release all       Patches and Service packs for field issues reported by customers. 


  
Responsible to generate all product technical publications.

  
Implemented Automated QA test  Infrastructure and processes and served as Acting QA Director.

  
As Acting IT Director, implemented web,  ftp, VPN security, and email infrastructure improvements.


Confidential, Redwood Shores, CA  June,  2006  -  May 2007

    Director, Technical Services  


  
Responsible  for Technical Operational and Engineering Services for a GPS location based wireless phone Device Company.  This involved testing new devices and software products to deploy on production  site, troubleshooting and fixing the major technical customer issues,  developing tools for engineering teams, monitoring the production servers and  software applications for maximum uptime in the Data Center.

  
Worked  with GPS/SMS wireless  technologies, and other software back-end products encompassing MS SQL server  database, web services, Visual Basic programming, and worldwide data centers and server  farms.

  
Familiar  with Winrunner, QTP, Test Director, and Loadrunner


Confidential, San Jose, CA,   Feb,2001- May, 2006

    Director, Operations  


  
Built       from scratch multiple teams of Customer (Technical) Support, Sustaining       engineering, QA/Test, Technical Publications, Release Engineering,       Software Manufacturing and IT       departments to the total of       30+ engineers.

  
Key       member in Opening and Managing       an Offshore QA and Test       Automation teams of 12+ engineers.


  
Contributed in closing contracts with network  routing and switching equipment OEM and ODM accounts. 

  
Successfully  launched multiple releases with  major routing & switching protocol modules, including IPv4 and IPv6 unicast  & multicast routing, MPLS & Traffic Engineering,  DiffServ/QoS, Advanced L2 & VLAN, and management software on schedule. 


  
InstalledTechnical Support infrastructure       (email/phone/support-web-site/ PVCS/Clearquest call tracking systems) by hiring staff to support worldwide 80+ customers. Staffed       QA lab to develop and automate complex routing/switching tests to create       quality releases of our software on time/budget. 


  
Established the most cost effective  Customer support and QA/Test lab infrastructure and documented automated  test methodology standards using TCL/Expect scripts for sanity, smoke,  regression, and scalability testing for multi-hardware platform, multiple OSs with multi-vendor TCP/IP stacks, and compilers environment. 


  
Test for "IP Infusion Product Ready" compliance program for supplier       hardware.


  
Collaborated  with offsite Interoperability Labs such as IOL/UNH and iLabs/Network+Interop,offshore  software development partners, and TCP/IP  stack development partners.

  
Deployed full  routing & switching test lab with equipment from vendors such as Empirix (ANVL), IXIA, and Spirent (AX4000). 

  
Key contributor in implementing the  services as negotiated in the partnership with network processor & merchant  silicon vendors such as Broadcom, Marvell, AMCC,  IBM, and Intel.


  
Analyze       Release Engineering requirements and implement Software       Configuration Management processes with onshore and offshore development partners to provide secure       access to the source code CVS       branch.


  
Develop       and maintain end user manuals,       OEM developer documentation, release notes, and porting guides.


  
Establish       and maintain aCorporate Data, Voice, and ITapplications related       infrastructure and processes to support all users, remote offices, and       partners. Manage the IT services for building moves.

  
General management of budget and expense components for Corporate IT and Test labs       and personnel.


Confidential, Santa Clara, CA    Jan,  2000-Jan, 2001

    Sr. Director of  Operations


  
As a       key e-commerce web portal-services delivery managerfor a       B-to-B startup built a staff from scratch and managed 20 NOC       and IT Engineers for all 24x7 internet network NOC       infrastructure operations encompassing Internet Data        Center, LAN, WAN and interconnect points.

  
Partly       responsible for implementation of Multi-million dollar Budget Planning       strategy for disaster recovery,       multi site redundant fail over architecture. 

  
Provided 24x7       on-call escalation pager support with Kana/Siebel/Oracle/Genesis/Avaya CRM       and Call Center software for Sun/Windows       servers and Cisco/NetScreen network and security gear that served corporate and business partner       e-commerce web sites. 


  
Re-Negotiated  contract with ISP lowering  bandwidth and co-location costs by 30% saving over $500,000.

  
Key  person responsible for integrating the network and co-location sites of a  company acquired by Rivio.


  
Monitored systems' health and efficiency, capacity planning for future       growth of the infrastructure as the e-commerce web site attracted more       visitors, and to improve partner relationships. The corporate partners       were Banks and Credit Card institutions that provided financial and HR services to their small       business customers.


  
Managed a Informatica Data Warehouse application with customized Brio Reports on demand


  
Implemented multiple       robust IT processes in security, backups, new hire, sales automation       system, IT Help Desk system, Intranet, HR and Finance software, and business applications upgrades.


Confidential, Santa Clara, CA,  Aug,  1997-Aug, 1999

    Director of Operations 


  
Supervised 7+ person staff for Technical Support, 24x7 NOC, IT, Professional Consulting Services,       Training and Facilities support, Engineering       and Test LAB support, and       Manufacturingoperation of the       products such as Pronto Watch,       a proactive performance analytics solution that used data collection       agents to baseline and monitor the performance of enterprise applications       (Oracle, BMC, CA, Tivoli)

  
Implemented email/phone/support-web-site Technical Support infrastructure       and processes by hiring staff and implementing Remedy/Sybase call tracking systems to support customers.

  
Provided 24x7       on-call escalation pager support with Remedy/Sybase Call Center software on Sun servers and Cisco       network and security gear that served Customer       network monitoring sites. 

  
Implement robust       IT processes in security, backups, sales automation system, Help Desk       system, Intranet, business       applications Goldmine Sales Contact Management Database and a       PeachTree Accounting system. 

  
Managed the beta       site releases and readiness support and interfaced with diverse       Customers for pre and postsalescustomer support.

  
Participated       in PRD and product roadmap for high quality deliverables by working closely       with product management and developers on code freeze and code acceptance       criteria to meet corporate revenue goals.

  
Plan       and implement onlineSoftware Manufacturing and       Distribution software delivery criteria to customers that involve       cross-functional departments such as Sales and Legal. 


Confidential, Santa    Clara, CA  March 1996-August 19 97

    IS and Services Manager 


  
Responsible for daily IT operational support, desktop/mobile computing software and  hardware, and networking standards and their implementations. Acting Manager of Customer Support for my 60% of tenure  and was responsible to support multiple customers on the corporate product  called designbook.


  
Analyzed existing architecture of business       critical production servers running Windows NT, SunOS, HPUX, and       implemented resource requirements for improvement. 

  
Responsible for the QA lab hardware and software infrastructure, and vendor       relationships. Supported media manufacturing       & distribution of software and documents to customers. 

  
Organized       and Participated in trade-shows and conferences. 


Confidential, Menlo Park, CA April 1994-March 1996

    WAN Manager 


  
Reported to the CIO for a newly public developer       tools/database company. Managed a million dollar budget for networking infrastructure (hardware,       bandwidth, software license, Voice connectivity). 

  
Designed, maintained and monitored the 24x7 IT operations, performance       optimization of the worldwide global enterprise LAN/WAN       FDDI/Frame Relay/ATM Data network of 400+ workstations and 10+ countries. 

  
Managed the full spectrum of enterprise global       network, systems, and security.

  
Participated in the       implementation of and maintained ERP/Vantive/Sybase/Oracle Financials       globally. 

  
Designed, implemented, and directed first 24x7 NOC and first gupta.com web site.

  
Customized network diagnostic tools such as       Optivity, Transcend, SunNet Manager, Novell, and Sniffer.


Confidential, Santa Clara, CA    September 1984-March  1994

    IS/CAD Systems Manager 


  
Managed a staff of 6+ software engineers to       design and maintain maximum network and applications up time of corporate       network (300 Suns, 32 RS6000s, DECs, HP/700s, 100 PCs, Macs, testers,       routers) 

  
Coordinated the requirements, deployment, and support       of multi-vendor mainframe and PC hardware and software to provide a transparent application network interfaceto the customers saving thousands       of dollars in licensing and maintenance costs.

  
Responsible for all Alpha and Beta testing and implementation globally of all       company's network products. 

  
Key       contributor inintegrating the IT infrastructure       of Fairchild Semiconductor acquisition into National.

  
Key       contributor in implementation of Document       management applications, Engineering       and Manufacturing database (COMETS on VAXs), EDI, and FAB plant networks (TAMnet), and IBM mainframe SNA,       Dec/VAX DecNet & Sun TCP/IP       minicomputer connectivity, and CAD support tools such as Synopsys and Cadence.

  
Statistical Wafer Fab Yield Analysis Mainframe       products using SAS, RS/1, and FOCUS.


EDUCATION: 

M. Sc. 

Ph.D. 

TEACHING  EXPERIENCE: 

Dept. of Maths and Comp Science, San Jose State Univ.  California AND Univ. of Calgary, Canada(Total 6 years) Taught Part-time Math/CompSci courses to the undergraduate students.