Jeff Reed, CISSP
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             Address: 1709 SE 123rd Avenue, Vancouver, WA 98683
                           Phone: +1-360-260-2694
                           Cell: +1-408-821-7289
                         E-mail: jreed(at)iamfree.org

Key Skill Summary
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   * Earned multiple customer service awards from multiple companies
   * Years of direct and remote customer technical support
   * Managed data center systems and networks and led teams supporting
     them. Member of corporate network guidance teams
   * Team lead for a number of technical customer service teams

Key Accomplishment Summary
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     Customer Support
        o Member of a team providing on-site customer hardware support for
          2000 person technical support organization
        o Provided remote customer support to IT customers a number of
          operating systems, networks and applications
        o Systems and network manager for customer support test environment
        o Built and led a team of 7 highly-skilled system, network and
          application professionals supporting data networks, systems and
          network applications infrastructure in data center environment
        o Developed and presented corporate and technical training in
          public forums
        o Composed and presented technical seminars to internal personnel
          and public audiences
        o Coordinator and facilitator for Site(s) Change Management Forum
             + Oversight of facilities, systems, networks and applications
               changes for 6000-user site & data centerProviding systems
               and administrative support to a non-profit organization
               providing humanitarian aid to Asian countries.
             + Managed all customer communications
             + Business continuity and disaster recovery planning

     Leadership and Project Management
        o Managed project team to design, procure and implement a
          multi-protocol network for the 2000-user MCI East Coast Network
          Management Center
             + Requirements included 3 week to completion and 100% uptime
               of all production systems and networks for 6 floors while
               building construction continued
             + Managed customer requirements / expectations, executive
               communications, personnel resources, procurement, and
               contract hiring
             + Created a support organization from scratch for this
               infrastructure, developed processes and service level
               agreements, and transition to local management
             + Performed as technical team member in design and deployment
               of Cisco routers, Bay Networks and Cabletron hubs &
               switches, management / monitoring systems (Sun) and cabling
        o Managed the project team to procure and implement a
          multi-protocol (Cisco, Bay Networks & Cabletron) network for the
          1500-user MCI West Coast Network Management Center. Designed and
          documented this network personally. Required 100% uptime of all
          production systems and networks.
        o Represented 2000-user organization in several ongoing corporate
          guidance forums
        o Developed a team of 14 operating system, network and network
          application customer support specialists
        o Managed 2 teams (8-12 people) including budget development,
          personnel reviews, hiring and firing
        o CISSP (Certified Information Systems Security Professional).
          Current skills equivalent to CCNP and MCSE in related
          disciplines.

     Non-Professional Accomplishments
        o Designed, ordered and implemented systems and network
          infrastructures and firewalls for several non-profit
          organizations assisting drug addicts in recovery
        o Providing systems and administrative support to a non-profit
          organization providing humanitarian aid to Asian countries
        o Volunteered many hours in drug rehabilitation efforts, convict
          rehabilitation, and many other related activities

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Employment History
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     2002 - 2003   Wasabi Systems, Inc.
          Field Technical Support - Managed USA, Far East Asia / Pacific
          Rim customer technical relationships, processes and support.
          Performed as technical liaison between engineering and customer
          engineering.

     1995 - 2002   Wind River Systems [Berkeley Software Design, Inc.
     (BSDI)]
          Far East / Pac Rim Field Technical Support. Created and presented
          technical and corporate information seminars presented at public
          forums in Japan, China (PRC) and Pacific Rim. Technical
          consultant to Taiwan R.O.C. and China based companies. Managed
          Far East & Pacific Rim customer pre- and post-sales technical
          support for BSD-based embedded systems development, engineering,
          customer Internet and intranet server and application
          implementations, and customer Internet and intranet network
          implementations.

     1993 - 1995   MCI
          Customer Support Process Specialist - Infrastructure Support,
          Engineering Design Centers. The organization was responsible for
          network infrastructure (100s of interconnected, multi-protocol
          LANs, MANs, WANs, firewalls (including corporate firewall),
          etc.), servers to desktop productivity and support services,
          telecom trunk to desktop and PBXs. Responsible for all Service
          Level Agreements, process creation/monitoring/reporting, problem
          escalations, customer-related projects, etc.

          Information Technology Engineer, Team Lead - Unix Systems,
          Applications, Network Design & Support. Technical support of
          mci.com web servers, DNS, network time, etc. Responsible for
          customer communications, status reporting, presentations, change
          planning/communications/follow-through, and management reporting.

     1983 - 1993   Digital Equipment Corporation (DEC)
          Senior System & Network Specialist, Team Lead - Customer Support
          Center (CSC) Internet Network Infrastructure and Ultrix Systems &
          Services. Created a team to support Unix-based systems, TCP/IP
          networks and network/system applications for production data
          center. Responsible for all management and customer reporting,
          customer liaison, cross-organization liaison, representative to
          regional and corporate direction teams, new bandwidth sign-off,
          hardware/software planning, justification and ordering, team
          training development and more. Network Design Consultant -
          Internal DEC regions. Designed and directed deployment of 2
          internal region IP networks and participated in the design and
          deployment of another. Participated in corporate IP network
          design team and on various corporate technology standard working
          groups. System & Network Administrator, Team Lead (production and
          test lab). Justified new hardware/software and defended
          requirements in center-wide forum. Trained new team members.
          Responsible as liaison in all planning meetings. Senior Customer
          Support Specialist - Remote customer support, hardware and
          software [Ultrix, VMS, RSX, RSTS, RT, and TOPS networking
          (DECnet, TCP/IP, X.25), + System & Network Administration]. Field
          Service Engineer. Hardware support: mini-computers, peripherals,
          and networks. Provided support to 2000+ user organization.

Certifications
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     CISSP (Certified Information Systems Security Professional)

     MCI Telecommunications - Leadership/management certifications, team
     building certifications, continuous process improvement
     certifications, specialized leadership training, etc.

     Digital Equipment Corporation - Numerous certifications covering:
        o Hardware: systems (VAX, PDP, 36-bit systems, MIPS, SPARC, INTEL,
          Motorola, PowerPC, NeXT, ...), peripherals (printers, modems,
          disks, tape drives, cluster devices,...), networks (routers,
          switches, remote access devices,...), communications (datacomm and
          terminal access devices), telecomm (CSU/DSU), CPU internals, etc.
        o Software: operating systems [VMS, BSD & SysV Unix,... (to internals
          level)], device drivers, applications (stand-alone and
          networked), clustering, security/encryption, network
          configuration & troubleshooting, etc.
        o Technologies: ISO/OSI, DECnet, TCP/IP, OSPF, BGP, RIP, SLIP/PPP,
          SNMP, SMTP, RIS, NFS, BIND/DNS, Athena cluster, firewalls,
          advanced net admin, advanced Unix sys & net admin, etc.

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Jeff Reed: 1709 SE 123rd Avenue, Vancouver, WA 98683 - ph: 408-821-7289,
e-mail: jreed(at)iamfree.org

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