Donald M. Johnsen

djohnsen@johnsen.org http://www.johnsen.org/djohnsen

SUMMARY: Twenty years of experience in systems integration and support working for both creative and engineering talent,
providing quality training, excellent customer service, and innovative solutions to complex technical problems.

OBJECTIVE: Seeking a responsible position in a technical field appropriate to my experience that will utilize my unique blending
of talents and skills and challenge me mentally.

SKILLS:

Operating Systems	Sun Solaris Red Hat Linux FreeBSD HP-UX Mac OS X/Classic Windows	Software Packages	Microsoft Office Microsoft Visio Microsoft Exchange Apache MySQL Cygwin	Languages	Perl HTML Bourne, C, bash, and Korn shell sed awk
Protocols	TCP/IP NFS DNS DHCP RAID	Development Tools	CVS RCS Clearcase Chord LSF	Administration Tools	Sun Jumpstart HP Ignite Veritas Volume Manager Veritas Filesystem
Hardware	Sun Hewlett-Packard NetApp Mirapoint Ironport	Audio/Music	Live sound production Post-production MIDI Pro Tools	Video/Television	NTSC Standards conversion Editing systems Quantel Paintbox Systems installation

EXPERIENCE:

Oct. 2006 – present	Technical Support Engineer for Network Appliance, Inc., Research Triangle Park, NC. Provide phone, email, and web support as part of a 350-member global team for a resilient enterprise storage system offering NFS, CIFS and SAN/FCP/iSCSI support. · Perform troubleshooting of multiprotocol access permissions in mixed Unix/Windows environments. · Analyze system performance data to identify bottlenecks and make recommendations for remediation. · Prioritize delivery of immediate fixes to issues while following up to deliver long-term solutions. · Setup complex system configurations in lab for reconstruction and troubleshooting of customer issues. · Coding of desktop automation tools to speed case handling workflow. · Build and configure VMware virtual machines of varying types to aid in research and reproduction. · Author knowledgebase articles to assist customers and other staff in quick resolution of issues.
July 2005 – Aug. 2006	Senior Technical Support Engineer for Mirapoint, Inc, Sunnyvale, CA. Worked remotely from home office providing coverage for East coast time zone customers. Working as part of a world-wide 20-member team, provided technical support and troubleshooting for new and existing customer systems installations of a FreeBSD-based mail server appliance system. · Analyzed systems diagnostics, logs, process traces, and core dumps to diagnose and resolve problems. · Promoted to MERT (Mirapoint Emergency Response Team) shortly following hire which qualified me for remote access to customer systems via secure interface mechanism. · Authored and delivered training and support for contracted Level One phone support team at IBM, Morrisville, NC. · Participated in requirements gathering for replacement of trouble ticket tracking system, and provided training to other users. · Constructed, operated, and maintained remote office and lab equipment for systems simulation.
Aug 2004	Relocated to Cary, NC from San Jose, CA
Jun. 1996 –     May 2005	Systems Administrator for Cisco Systems, San Jose, CA, and Research Triangle Park, NC. Increasing levels of responsibility from field and phone user support to senior back-line systems administration and systems architecture. Jan 2001 – May 2005: Systems Administrator, Messaging – Focused on email security, integration of Unix tools into Exchange during company-wide migration, and rearchitecture of mail alias distribution systems. · Part of team responsible for managing Sun Solaris, HP-UX, Linux, and Exchange mailservers globally. · Created and managed system using Perl and shell scripts during global RIF to shutdown and redirect mail traffic for terminated employees quickly. · Designed and deployed new architecture for core mail routing systems and antivirus scanners worldwide using Sendmail and Sophos PureMessage. · Deployed centralized team knowledgebase using Twiki and populated it with documentation for common tasks. · Coded scripts and automated systems using Perl and shell for mail alias processing and distribution. · Designed and coded system in Perl for moderation of large mailing lists (NAILS). · Augmented existing Perl-based mailing list system with user preference capabilities using LDAP lookups. · Documented systems and created new centralized automation logging tools in Perl for Sarbanes-Oxley compliance. · Deployed new Ironport inbound message gateways worldwide and coded automation in Perl to integrate them with existing systems. May 1997 – Jan 2001: Systems Administrator, Engineering – Provided support for Sun Solaris 2.X, Microsoft Win95/NT desktops and maintained infrastructure for field/phone support personnel for over 2000 users. · Responsible for administrating over 160 various Sun Solaris and NetApp servers. · Provided primary support for mailservers, home UNIX systems, Clearcase VOB/view software development servers, and Chord LSF simulation compute farm for the business unit. · Resolved Unix/NT integration issues for users with both platforms requiring access to common filesystems by deploying and managing Samba servers. · Built, installed, configured, and maintained HP, Sun, and PC desktop through Enterprise class systems. · Wrote process and systems documentation; trained frontline/field staff as needed. · Specified and purchased new server equipment as needed. · Led team to create infrastructure for and deploy next-generation mail platform for users. Jan 1997 – May 1997: Frontline Phone Analyst – Resolved emailed/phoned in user issues, assisted team members in resolving complex issues, produced documentation for routine problems, trained new frontline staff. Jun 1996 – Jan 1997: Field Technician – installed, maintained, and repaired Unix/Windows/NT desktop systems, provided user support, and responded to emergency situations as directed by frontline/backline support staff.
Feb. 1987 - Jul. 1996	Owner/Operator of Ambush Productions, Multimedia Engineering and Consulting, a freelance audio-video-computer production/engineering company, performing computer systems installation, integration, upgrades, and user training, and producing graphics, video, animation, and hypermedia/web content. · Provided systems and network administration services for Macintosh systems using AppleTalk and PCs using Novell for small to medium companies around the San Francisco Bay area. · Performed data recovery services on failed hard disks. · Produced web page content. · Provided instruction to both adults and children in use of computers and software. · Installed network, video, and control cabling for data centers, audio production, and video/television production facilities. · Deployed, operated, and wrapped mobile audio and video production facilities for live shows, multi-camera shoots, and studio productions of varying sizes. · Migrated paper-based accounting systems to computer-based systems.
Dec. 1994 - Jul. 1996	Computer Operator at Symantec Incorporated, Cupertino, CA. Responsible for weekend operations and troubleshooting of global network, e-mail systems, and HP 3000 business systems during ASK/ManMan to Oracle transition. Provide assistance to users and MIS staff to resolve problems.
Jul. 1994 – Sep. 1994	Systems Administrator at Polycom, San Jose, CA. Administration for 100 employee Novell network, with PCs, Macs, SGI, Suns, and HP 3000. Repaired and maintained SMTP links and DNS service for site. Configured desktop systems and provided support services for Microsoft Office.
Jul. 1991 – Nov. 1991	Associate Engineer for E-mu Systems, Scotts Valley, CA. Managed software bug tracking system and database; performed product testing; and reported results to management and engineering staff.
Sep. 1990 – Nov. 1991	Collegiate Sales Representative for IBM at the Bay Tree Bookstore, Santa Cruz, CA. Offered computer systems for sale to students and provided technical support.
Nov. 1989 – Jun. 1990	Editor/Technician for Monterey Bay Production Group, Watsonville, CA. Operated and maintained a commercial 3/4” video production, editing, and duplication facility.
Jun. 1988 – Sep. 1989	Systems Analyst/Technician for Precision Quartz Company, Santa Clara, CA. Managed installation and operation of computer based accounting system. Supervised and trained personnel in its use.

EDUCATION:

Mar. 1998	Cisco Systems, San Jose: Advanced Cisco Router Configuration
Nov. 1997	Cisco Systems, San Jose: Cisco LAN Switch Configuration
Sep. 1997	Cisco Systems, San Jose: Introduction to Cisco Router Configuration
Apr. 1992 – Aug. 1996	Cogswell College, Sunnyvale: Computer Video Imaging, a major focusing on 2D and 3D computer graphics, animation, and production; 3.5 GPA; minored in Music Technology.
Sep. 1989 – Jun. 1991	University of California, Santa Cruz: Multimedia Engineering, an individual major encompassing aspects of computer science/engineering, film/video production, and audio production/engineering.
Apr. 1986 - Sep. 1989	De Anza College, Cupertino: Film/television production, electronics, computer programming, electronic music, general education in preparation for transfer to the University of California system.