Nov 2022 – Oct 2025 · 2 yrs 11 mos

• GES is the entire suite of employee support operations, including 24/7 FTE technical support, Vendor based support operations, application, infrastructure, executive, and application management services. Our remit is the alignment of support functions across multiple organizations, implementing adapted ITIL foundations, and implementing tiered support model.
• In partnership with HR, helped develop manager development coursework, provided supplemental training and discussion forums to support cultural change and new support models
• Developed Operations Technical Lead program to grow IC leadership within individuals teams. Selected individuals invited to develop techniques to Influence Without Authority and Feedback That Works. We develop individuals to become leaders, both in technical and mentorship capacity
• Launched Supportability Pods, a dedicated team of senior support engineers to engage with partner technology teams. We act as liaisons to remove roadblocks between support org vs SWE orgs. Impactful outcomes included joint OKRs, improving self-help, self-remediation tooling

Jan 2017 – Nov 2022 · 5 yrs 10 mos

• SRE team managed the Windows platform at Google, a hybrid engineering team that develops and supports internal-team developed infrastructure required to build, maintain, and secure both physical / Google Cloud clients and servers for Corp.
• In partnership with Google SRE organization, worked to retool team structure to transition from SA to SRE job type, in accordance to SRE principles on OKRs, utilization, monitoring, failure mitigation and toil reduction
• Helped initiate guidance on the reduction of GUI based Microsoft tools in favor of infrastructure- as code, that allowed for canarying, source control and changelist check-in and approvals
• In partnership with licensing and security teams, developed strategy for self-serve software deployment, automation, auditing, and EOL. Resulted in elimination of MS-SCCM tools, and closer alignment to platform agnostic software deployments
• Led bi-annual summits, with focus on road-mapping, strategic planning, and team development
• Oversight of team projects commitments, balancing bottom-up engineering desires and top-down businesses leadership requests
• Authored proposal on a “Services Support” team, that assisted partner teams with internal “go-to-market” launches and curated support for engineers. Proposal successfully identified the need for a services team, and approved for headcount

Dec 2015 – Sep 2025 · 9 yrs 9 mos

• I believe in fostering a culture of collaboration, inclusion, innovation, and support for colleagues beyond my immediate work domain. Not only should our core competency be to do the job, but also teach, nurture, be welcoming, and be different.
• Developed and launched a peer mentorship program at my PA department level, including surveys, matching, and how-to training for successful pairings
• Volunteer mentor as part of the Asian Googler Network peer group. Mentored a number of junior technical and non-technical colleagues of self identified Asian decent, offering perspectives and challenges that may be culturally complex
• Regular participation an Allyship and DEI initiatives and outreach
• Member of Global hiring committee for Corp, Operations Engineers
• Member of System Admins performance and promotion committee

Dec 2015 – Jan 2017 · 1 yr 1 mo

• Google Engagement (GE) makes technology work for Googlers, working alongside product partners to provide Googlers with support. GE is the glue between general users and their technology. We bring user insights to bear by solving problems at their root cause, providing technical support that sets the pace for the industry deploying innovative self-service solutions and advocating for better technology experience for the user.
• Initially managed IT Residency teams (fixed term staff), later promoted to exclusively manage Corp Operations Engineers (L3 to L6 staff), supporting escalation and developing support tickets
• Responsible for early development and coaching of new-to-industry IT people, quarterly all hands meetings, various programs related to team onboarding and career development, new employee training
• Revamped and deployed US based staffing and scheduling applications
• Weekly metric tracking and scoring, responding to internal customer service complaints and managing outage escalations
• Review / Approval of short term IT projects for business areas lacking engineering staff
• Voluntarily managed the WinOps Service Team, cross team of volunteer engineers tasked with identifying and resolving global Windows platform issues

Aug 2013 – Nov 2015 · 2 yrs 3 mos · Oakland, CA

• Oversee IT operations for rapidly-growing solar technology firm, providing support to both Production Operations (website) and Corporate IT in US, Amsterdam and Sydney. Direct Network Engineering and Security, Telecommunications, Platform Services, Desktop Support, and SiteOps teams. Manage Helpdesk managers located in Oakland and Kansas City. Responsible for $20M annual budget.
• Delivered improved IT support capabilities by automating network inventory, patching, software deployment, and asset management by deploying SCCM, JAMF, LogMeIn, and Lansweeper
• Developed data analytics to better quantify Helpdesk productivity and SLA adherence by instituting basic ITIL concepts to the ticketing process, at an average of 3,000 tickets per month
• Improved customer feedback loop by establishing automated satisfaction surveys
• Continuous improvement of corporate IT security by implementing single sign-on account management solutions (OKTA) and mobile device management (Cisco Meraki)
• Managed IT support growth from 250 employees in 2012 to 950 employees in 2015
• Created, developed, and managed Site-Ops team, with a focus on the guiding principles of DevOPs engineering and development support
• Completed first phase of ongoing implementation of Five9 cloud telephony system
• Scoped and managed three-phase build out of new 60,000 square foot Kansas City call center
• Managed 12-month migration from public AWS to AWS Virtual Private Cloud

Nov 2011 – Aug 2013 · 1 yr 9 mos · Oakland, CA

• Developed and managed newly-created Helpdesk and transitioned from outsourced IT vendor at savings of $50k per month. Developed new internal support procedures, hired fulltime IT employees, and migrated to a new ticketing system. Managed and trained Helpdesk technicians to become a self-sufficient service desk. Lead transition to AWS Cloud for Prod, UAT, and DEV environments. Provided employee support and acted as end-user advocate for the Salesforce migration from in-house platform.
• Implemented redundant, diverse Internet paths, resulting in 99% uptime availability
• Successfully managed Telecom project to support hybrid on premises ShoreTel PBX with cloud-based VOIP and Salesforce CTI
• Designed technology solution to support employee townhall-style meetings, which currently supports up to 500 on-site attendees with Internet broadcast to 300+ remote employees, including overseas teams
• Deployed mixed-use Box.com environment for corporate employees and 3rd party solar construction firms, with Salesforce integration
• Introduced and managed Microsoft EA agreement, Malware Bytes, Symantec SEP, Backupify for Google Apps, and Crashplan services
• Standardized hardware platform with deployment services for imaging Dell desktops and laptops
• Rebuilt Active Directory infrastructure, onboarding/off boarding process, and ticketing services
• Led Helpdesk team to triple productivity as measured by first-touch resolution
• Awarded 2013 team of the year

Aug 2011 – Oct 2011 · 2 mos · Los Gatos, CA

• Managed full-time and temporary Helpdesk employees, including remote staff in OR, OH, and Southern CA. Responsible for the separation of the Netflix Helpdesk and build of the Qwikster Helpdesk. Managed move from Los Gatos office to San Jose office of 200+ employees, including sourcing and installing printing, video conferencing, conference rooms, VOIP phone, and AV services.
• Completed deployment of LANDesk, JAMF, Ghost and Symantec SEP for support of mixed client base of Windows, Mac, and Linux for desktop and laptop systems
• Supervised system deployments, termination requests, system migrations, repair and troubleshooting
• Collaborated on cross-domain and cross-forest migration planning
• Determined policies on mobile device management, leasing, hardware purchasing and software licensing
• Implemented first call resolution and 2 day SLA policies, with a 95% success rate

Nov 2009 – Aug 2011 · 1 yr 9 mos · Santa Clara, CA

• Coordinated a seven member global Exchange team, responsible for 20,000 mailboxes across 50+ servers in datacenters around the world, with 24/7/365 on-call rotations. Responsible for department budgeting and forecasting for upgrades and hardware. Contributed to peer reviews, on-call rotations, and scheduling, while directly reporting to Senior IT Director.
• Team completed global Exchange2003 to Exchange2007 build and migration in under 6 months
• Reduced escalated Tier3 ticket volume over 80% by empowering and training Tier2 support staff
• Implemented 14-day mail retention policy for junk mail/deleted items, reducing total daily storage and backup requirements by several hundred gigabytes of data
• Developed procedures for problem management and defined policies on mail retention, mailbox restores, headless mailboxes, mail hygiene and general mail governance
• Supported mobile device users, in a multi-BES and multi-ActiveSync server environment
• Contributed to the planning of various projects, including BES4 to BES5 migration, Mobile Device Management, 2007 to 2010 cross forest migration and RBAC design

Apr 2009 – Nov 2009 · 7 mos

• Systems engineer for IT consultant contract support firm. Hands-on implementer of various infrastructure projects for Active Directory domain, Server2008, and Exchange2007 implementations for small to medium-sized businesses.
• Managed migration from Squirrel/Dovecot to AD/Exchange for 400+ users in an academic environment
• Implemented and migrated AD installations for new customer account, including IT policies, VPN, DNS, DHCP, Wireless, RADIUS, backups, Business Continuity Planning, and SEP Management
• “Golden Triangle” implementation for authentication between Apple Open Directory with Microsoft AD

Apr 2008 – Mar 2009 · 11 mos

• Managed Helpdesk employees located in Sunnyvale, Southern CA and NY offices. Responsible for resolving internal Tier1 and call center escalations. Regular management duties included scheduling, escalated issues, mentoring, call monitoring, 1-on-1 meetings, team building, and training junior technicians.
• Participated as collaboration partner and escalation point for APAC and India IT teams
• Implemented and continued development of ITIL-centric Problem Management
• Developed interdepartmental relationships as liaison and QA testing for IT infrastructure engineering and administration groups

Feb 2005 – Apr 2008 · 3 yrs 2 mos

• Windows administrator and helpdesk for corporate MIS department.

Aug 2002 – Feb 2005 · 2 yrs 6 mos