Christopher Shaw

christopher.michael.shaw@gmail.com
https://www.christophermichaelshaw.com
https://github.com/christophermichaelshaw
Address & Phone available upon request.

Expertise Summary:

  • Recruiting, training, and management of administrative and technical employees
  • Information systems, network, and physical security, analysis, monitoring, and automation.
  • Cloud/on-premises based infrastructure implementation and management.
  • Project management (acquisition, planning, implementation, and auditing).
  • Client acquisition, account management, lead generation, and marketing.
  • Advanced data analytics, and business intelligence driven analysis, process development, and implementation/optimization.
  • Cross-platform full stack development and implementation.

Experience:

2/2018 – 10/2021 SWAT Systems, LLC Seattle, WA

Service Manager/Team Lead/Senior Systems Administrator

  • Recruited, managed, and mentored diverse teams of technical and administrative staff, resulting in the two consecutive quarters of 100% client satisfaction scores for the first time in company history.
  • Provided top-level strategic IT consulting/project management/support for small, medium, and enterprise level businesses in the Puget Sound area.
  • Deployed and supported core stack including AD/network infrastructure, RMM, SEIM, PSA, reporting and finance applications.

1/2015 – current IT Superheroes, LLC Seattle, WA

Principal/Partner

  • Provided IT consulting/support for small and medium businesses in the Puget Sound area.
  • Project managed EMR implementation/conversion for healthcare-related organizations, and retail line of business applications.
  • Performed security and vulnerability audits to ensure regulatory compliance for various industries.

1/2018 – 2/2018 Blackpoint IT Services, LLC Tukwilla, WA

Managed Services Operations Manager

  • Managed several teams of mid/senior level engineers located in the PNW and Philippines.
  • Developed and deployed process/technical training curricula for mid/senior level engineers.
  • Standardized and documented organization processes, adding engineer KPI’s along with advanced performance data analytics.

12/2016 – 5/2017 Downtown Emergency Services Center Seattle, WA

Network/Systems Administrator

  • Implemented and deployed Citrix Xen App/Xen Desktop/VDI environment agency-wide.
  • Migrated 1000+ users on various UCC platforms to Office 365.
  • Implemented highly redundant, high availability core networking and server solutions.
  • Automated Windows and Linux system and application management and delivery.
  • Implemented detailed service/status monitoring and remote device management.
  • Managed multisite networks consisting of Linux, Windows Server, VMWare, Citrix, and FreeBSD environments; various networking vendors, including Cisco, Sophos, Juniper, etc.
  • Implemented advanced data analytics, reporting and business intelligence-based decision-making processes.

4/2015 – 4/2016 MITS, Inc. Seattle, WA

Network Administrator/Product Support Specialist

  • Provided direct end user support for MITS Business Intelligence software and third-party ERP databases such as UniVerse, UniData, Postgres, Sybase, MySQL, Microsoft SQL.
  • Provided support for external customer systems, and internal network and systems.
  • Developed performance benchmarking protocols and procedures for BI and ERP applications. Implemented automated QA testing software and procedures.
  • Provided technical expertise during sales and hiring processes.
  • Migrated existing infrastructure to highly redundant configuration.
  • Conducted multiple technical trainings at MITS User Conference 2015.
  • Implemented detailed service/status monitoring and remote device management.

5/2014 – 1/2015 Network Architects, LLC. Bellevue, WA

Service Manager

  • Responsible for sales and client acquisition and management in Puget Sound region.
  • Recruited, trained and managed engineering, sales and operations teams.
  • Migrated existing customer base to SLA-based managed services contracts, resulting in a substantial increase of monthly re-occurring revenue and increased customer retention.
  • Recruited, trained, and managed administrative and engineering staff.
  • Developed and implemented KPIs/SLAs, and training programs for engineering, sales, and operations teams.
  • Implemented ConnectWise PSA ticketing, planning, reporting, and finance applications.
  • Implemented detailed service/status monitoring and remote device management.
  • Provided support for unique Windows, Mac and Linux environments for clients in wide-ranging industries. Specific focus on proactive maintenance, disaster prevention and recovery, and network/system security.
  • Performed security and vulnerability audits to ensure regulatory/standards compliance for multiple industries.

4/20006 – 4/2014 BDP Networks, LLC. Seattle, WA

Service Manager/Project Manager

  • Recruited, trained and managed engineering, sales and operations teams.
  • Responsible for sales and client acquisition and management in Puget Sound region.
  • Developed and implemented Key Performance Indicators (KPIs), resource management system and training programs for engineering and operations teams.
  • Responsible for planning, execution, monitoring and closing of internal and client projects, such as system migrations and EMR implementations.
  • Implemented ConnectWise PSA ticketing, planning and finance applications.

Systems Engineer I, II, III/Project Engineer

  • Repeatedly promoted; from Systems Engineer I to Service Manager.
  • Provided consulting, engineering and technical support to Puget Sound area small/medium sized businesses. Developed collaborative partnerships with clients to continually assess needs, identify cost-effective solutions, and proactively maintain customer environments.
  • Provided support for unique Windows, Mac and Linux environments for clients in wide-ranging industries. Specific focus on proactive maintenance, disaster prevention and recovery, and network/system security.
  • Implemented detailed service/status monitoring and remote device management.
  • Trained and mentored junior employees. Developed policies and procedures.

8/2005 – 4/2006 Portland Public Schools Portland, OR

Site Technology Coordinator

  • First in the District to renegotiate District Service Level Agreement for Benson Polytechnic High School, enabling a flattened user support structure at significantly reduced cost.
  • Managed Novell/Windows 2000-based network consisting of 400+ clients, 10+ Windows and Linux servers. Built, tested and deployed custom Windows OS images.
  • Implemented web-based collaboration applications to facilitate inter-organization communications, monitoring and documentation.
  • Managed equipment acquisition and replacement process.
  • Served as a curriculum resource and assistant for faculty and students.
  • Mentored students and formed junior technical support team.

8/2004 – 8/2005 Portland State University Portland, OR

Network Technician – Network Operations Team

  • Participated in campus-wide migration to Cisco-based managed network solutions, including significant expansion of campus-wide wireless and wired networks.
  • Managed data center infrastructure and networking services consisting of Cisco/HP switches, routers, VPN endpoints, access points; Linux/Unix-based server infrastructure.
  • Installed Cisco access points & switches, conducted wireless surveys, and certified coverage.
  • Involved with experimental Intel WiMax wireless equipment and field tests.
  • Maintained SLAs for thousands of business customers, students and faculty.
  • Implemented detailed service/status monitoring and remote device management.

7/2000 – 9/2004 Mt. Scott Learning Centers Portland, OR

Network Administrator

  • Provided consulting, engineering and technical support agency-wide, including Windows/Mac/Linux computer labs at multiple sites in the Portland-metro area.
  • Successfully migrated organization from Windows NT/2000 to Linux Terminal Server Project; acquired donated equipment, thus reducing the equipment budget 10x.
  • Created support and training documentation for staff and students.
  • Developed and enforced acceptable use policies.

9/2000-9/2004

Elected Member - Board of Directors

  • Created organizations first website for public information, recruitment, and fundraising.
  • Participated in grant writing, community outreach, and education advocacy.
  • Elected to a two-year; extended for an additional term to guide organization through leadership and mission change.

9/2000 – 8/2003 Metropolitan Learning Centers Portland, OR

Volunteer Assistant Site Technology Coordinator

  • Maintained Mac, Windows, and Linux computer labs and classroom computers.
  • Migrated organization from Windows to Red Hat based Linux Terminal Server Project.
  • Supervised K-12 school aged children; became curriculum resource for faculty and students.

Certifications:

  • ISC2 Certified Information Systems Security Professional (CISSP)
  • Red Hat Certified System Administrator (RHCSA)
  • ConnectWise Certified Professional Administrator
  • N-Able Certified Administrator
  • Datto Advanced Technical
  • AMP Fiber Optic Certification

Education:

2008 – 2010 Portland Community College Computer Information Systems

2003 – 2005 Portland State University Business Administration and Administration of Justice.

2004-2005 Portland Community College AMP Fiber Optic/Copper certification.

Technical Expertise:

Enterprise:
Cloud: MS Office 365/Azure, Amazon Web Services, Google Apps, OpenStack, Citrix Xen Stack.
Server: MS Windows Server, VMWare, AIX, Unix, Red Hat Enterprise Linux, CentOS, Citrix XenApp/XenDesktop, Debian, Ubuntu, Novell, Solaris, Mac OS X Server.
Monitoring: N-able, Labtec, Nagios, Zabbix, OpenNMS.
Redundancy: Cluster/High Availability/Failover, VMware Orchestator, Docker/Compose.
Automation: MS SCCM/SCM, Puppet, Red Hat Satellite, Kickstart, Ansible, Home Assistant.
Backup/Recovery: Datto, Veeam, Barracuda, BackupExec, etc.
Email/Collaboration: MS Exchange, Office365, Google Apps, Sendmail, Postfix, Novell.
Database: MSSQL, InfluDB, MySQL, Postgres, UniVerse/Unidata. MongoDB, Elastic Stack (ELK).
IP Telephony: Asterix/Trixbox, 3com, Avaya, Shoretel/Mitel, Polycomm.

Network Infrastructure:

Vendors: Cisco, Juniper, HP, Sophos, Dell, SonicWALL, Watchguard, Aruba, Adtran, Muraki, Ubiquiti UniFi-OS, etc.
Mediums: Ethernet over Fiber Optic, Copper, Wireless Point-to-Point, tunneled/encrypted links.

Applications: AD, LAMP, IIS, DHCP, DNS, WINS, RADIUS, LDAP, NIS, Citrix XenApp/XenDesktop.
Software: Cisco IOS/CatOS, SonicWall, Sophos, Aruba OS, Juniper ScreenOS, Ubiquiti Unifi-OS.
Security: RSA, Biometric, MFA, Biometric/Physical token, and SSO authentication. Encryption, VPN, IPTables, SELinux, VLANs, Sandboxing/Containers.
Physical: Access control planning and implementation.

Applications:

Windows: SCCM, SCOM, MS Office, CAD, Adobe, Tableau, Vizio, Power BI, AD Services.
Linux/Unix: LAMP, Apache, Tomcat, OpenSSL, Sendmail, RedHat Satellite/Spacewalk, Identity Management/FreeIPA, Elastic Search, Kibana, Grafana.

Languages:

  • PowerShell
  • Bash/Shell
  • YAML/TOML/Markdown
  • Python 2.6-3.10
  • Structured SQL
  • Arduino/ESPHome
  • Rails (Ruby on Rails)
  • Javascript