Joy M. Scharmen

FOCUS

To apply my experience in designing and supporting large and complex systems / network infrastructures in challenging and growing environments.

Microsoft Windows (95/98/NT/2000/XP), Solaris, HP/UX, AIX, MacOS (all versions) and various Linux and BSD platforms
Active Directory, Apache, BIND, MRTG, Sendmail, Postfix, Tivoli ADSM, Roxen web server, Qmail
HP OpenView Internet Services and Service Desk
Watchguard, Cisco PIX and OpenBSD firewalls
Cisco, Flowpoint, Ascend, Netopia, 3com, and other network infrastructure products

Design, integration and support of servers and applications in heterogeneous network environments.

7/2008 - Present

Built, deployed, and supported "behind the firewall" Second Life Enterprise product.
Provided input to Y!Mail developers on software requirements.
Team lead for Second Life Enterprise Integration Engineering.
Deployed Second Life Enterprise to EC2 as to a hardware appliance platform.
Contributed to and supported a custom deployment system for hardware and EC2.
Local subject matter expert on Debian packaging.
Carried pager in oncall rotation.
Provided high level systems support for Second Life.

10/2006 - 6/2008

Provided high level application support for Yahoo! Mail, the world's largest free mail system.
Provided input to Y!Mail developers on software requirements.
Staged pushes for new and updated software.
Supported and created monitoring tools for the Y!Mail environment.
Provided input for hardware requirements and capacity planning.
Carried pager in oncall rotation and worked as oncall lead, acting as point when production issues arose.

10/2005 - 9/2006

Provided technical support for TANDBERG partners and end users for a wide range of video conferencing devices, from endpoints to infrastructure to management software.
Worked with partners and service providers to troubleshoot network and environmental issues relating to video conferencing.
Provided onsite installation and training for end users.
Collaborated with other Technical Support Engineers, Call Center Manager, and Logistics to develop and document TAC processes for a growing Technical Support team.
Worked with internal IT department to build out Linux server for LDAP authentication.
Worked onsite at Google as liaison between TANDBERG R&D department and Google video conferencing department, facilitating customer feedback and helping architect Google's video conferencing solution.

4/2004 - Present

Provided technical support for both Hewlett Packard internal and external client systems and backend support for applications such as HP OpenView and MeasureWare, EMC SAN solutions, NFS, NIS, TeamCenter Automotive Edition, and BMC Patrol.
Evaluated and resolved or escalated issues, as appropriate, to higher-level support staff in a timely manner.
Performed systems administration tasks on a wide range of UNIX operating systems, including Solaris, HP/UX, AIX, and Linux.
Fulfilled customer support requests for systems administration tasks such as restoring backups with ADSM and granting or modifying system and application access.
Followed ITIL-based Change Management and Incident Response procedures.
Supervised staff as Shift Lead on the General Motors Operations Bridge.
Worked closely with UNIX and other technical groups such as Storage, Windows, and Networks to develop and enforce operations bridge processes for Level 1 administrators.

11/2003 - 4/2004

Configured and supported an Active Directory-based office network with Microsoft Windows (98/XP) clients.
Replaced Microsoft Active Directory server with a cost-effective RedHat Linux-based Samba/LDAP server.
Provided desktop support services to 65 users of a collections law firm.
Built, deployed, and supported a Linux-based corporate intranet server for inter-company mail and web access.
Supported network configuration and security, including administration of an OpenBSD-based firewall.

9/2002 - 10/2003

Built, deployed, and supported RedHat Linux-based web, mail, DNS, FTP, backup, and monitoring servers for business clients with dedicated Internet connections.
Provided ongoing proactive 24 hour monitoring and both telephone and on-site support for T1 and dedicated ISDN connections.
Configured and provided on-site installation and post-sales technical support for Cisco, Netopia, 3com, and other T1 and ISDN routers.
Worked with telecommunications providers for support and provisioning of high capacity circuits.

6/2000 - 9/2002

Supported and installed high capacity Internet connections such as T1, Frame Relay, DSL, and ISDN.
Configured Cisco, Flowpoint, Ascend, Netopia, 3com, and other T1, ISDN, DSL, and Frame-Relay routers.
Provided problem resolution of networking and firewall configurations for Microsoft Windows, MacOS, Linux, and *BSD platforms.

2/2000 - 6/2000

10/1999 - 2/2000

Formatted internal software documentation and published it online for statewide viewing by social workers.
Designed FIA software Graphical User Interfaces using Visual Basic 6.

9/1998 - 12/1998

Coded HTML, edited CGI scripting (Perl) and JavaScript.
Used Adobe Photoshop to design graphics for web pages.
Assisted in cataloging of current site and in transition of the site from a Linux to a Windows NT server.

10/1996 - 9/1998

Consulted for MSU Computing Information Center (CIC).
Instructed students and faculty in web page design, scanning, image editing, Optical Character Recognition (OCR), and computer-based multimedia (video and sound) editing.

8/1996 - 4/1997

8/1998 - 4/2000

Computer-based graphics and web design program, with additional courses in computer programming and studio arts.

Available on request.