Jacob Emerson
Umatilla,OR
Summary
Experienced Security program manager skilled in managing functional operations and projects related to data center security building infrastructure and integrated security system installation and upgrades. Advanced understanding of organizational strategies, financial management, stakeholder relations, industry safety and quality standards, and access control systems. Expertise in data center security assurance, data analysis, team development, project management, system administration and network infrastructure. Thorough understanding of vendor relations, architecture illustration management, and acquisition regulations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Security Program Manager
AWS, Amazon Web Services
09.2020 - Current
- Manage installations of security access control for new data center construction and existing datacenter expansions and improvements from project inception through completion.
- Procured IT equipment for security personnel on a demand basis.
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Provide after-hours support for business-critical needs for security personnel.
- Interacted with customers and clients to identify business needs and requirements.
- Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Oversaw 20 projects each year from concept through final delivery.
- Evaluated and assisted in the implementation global security processes.
- Coordinated daily activity and flow of projects through multiple departments to verify on-time product delivery.
- Adhered to industry practices, company standards and safety protocols in work.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Hosted daily virtual meetings with our global stakeholders and security infrastructure personnel to address important project milestones.
Lead Lab Infrastructure Network Technician
AWS, Amazon Web Services
11.2017 - 09.2020
- Provided daily operational assistance through a variety of duties, including vendor management, customer quality assurance support, and internal IT support.
- Established innovative internal improvement initiatives that resulted in a dramatic increase in team morale, as determined by survey data.
- Provide after-hours support for business-critical demands from high-value stakeholders.
- Hosted daily virtual meetings with our global stakeholders and network infrastructure personnel to address important project milestones.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Configured rack server network hardware considering rail depth, hardware mounting and cable routing.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
- Dressed and installed fiber cabling and hardware.
- Worked with outside vendors for fiber installations and service.
- Technically supported project planning team for development and implementation of proposals and solutions to address hardware and software problems and network emergencies.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
NSI Lab Network Technician
AWS, Amazon Web Services
08.2017 - 11.2017
- Provided direct help for network quality assurance engineers by configuring and repairing diverse network topologies.
- Worked directly with our datacenter network enginnering partners to ensure the proper execution of all new deployments.
- Troubleshot hardware and software to determine and rectify network problems.
- Performed necessary maintenance to support network availability.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Worked with outside vendors for fiber installations and service.
- Dressed and installed fiber cabling and hardware.
- Conveyed technical information in easily understood terms for non-technical individuals.
NSI Network Technician
AWS, Amazon Web Services
05.2016 - 08.2017
- Delivered network scaling projects autonomously for cloud infrastructure.
- Provided after-hours Change Management Support to increase network capacity as needed by stakeholders.
- As a local subject matter expert, I assisted other network professionals with difficult technical challenges.
- Troubleshot hardware and software to determine and rectify network problems.
- Performed necessary maintenance to support network availability.
- Managed projects from procurement to commission.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Adhered to budget requirements with excellent planning and consistent expense monitoring.
Lead Data Center Technician
Amazon.com
06.2012 - 05.2016
- Provided an escalation path and technical assistance for Data Center Techs.
- Drove Data Center Operations Builds and other Data Center projects.
- Hired, Trained and developed Data Center Technicians
- Hosted Team Meetings and assisted the Data Center Manager with other daily operations tasks.
- Recorded received products into database using asset tags information, product manufacturer, model and serial number.
- Integrated fiber-optic and copper cabling technologies with components of new and existing network infrastructures.
- Installed and managed structured cabling infrastructure.
- Identified and reported problem devices and replaced defective parts.
- Dressed and labeled cables for easy identification and traceability.
- Moved and installed shelves, power strips, rails, servers, switches and other equipment.
- Diagnosed and executed resolution for network and server issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
Senior Support Technician
Pro-Tech Computers LLC
09.2008 - 06.2012
- Troubleshooted end-user and business client’s hardware, software, and networks.
- Procured replacement components for repairs and manage inventory levels.
- Constructed customized desktop computers and servers.
- Assist in the day-to-day operations of management.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Maintained and processed invoices, deposits and money logs.
- Completed payroll for employees and maintained detailed records of procedures.
Yard Driver
CSU Transport
09.2007 - 09.2008
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Operated yard truck to move empty and loaded trailers safely throughout yard.
- Completed daily equipment checks of fluid levels and monitored equipment for damage or leaks.
- Loaded trailers to support government regulations for volume, weight, and transportation safety.
- Informed supervisor and shipping lead about shipping concerns to avoid backups.
- Operated yard machinery, hydraulic trailer to move materials and maintain organization.
Truck Driver
May Trucking
11.2006 - 09.2007
- Transported freight per dispatch instructions
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Maintained daily, legible DOT log book and submitted corresponding documents.
Yard Driver
CSU Transport
06.2004 - 07.2006
- Operated yard truck to move empty and loaded trailers safely throughout yard.
- Completed daily equipment checks of fluid levels and monitored equipment for damage or leaks.
- Increased storage capacity of distribution center with planned loading strategies to increase output with cross-docking.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
Senior Service Support Representative
Stream International
12.1997 - 05.2003
- Worked with specialized personnel to research new solutions and maintained intranet site and internal solutions database.
- Developed and implemented training initiatives for new hires.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for in-bound call center.
- Increased customer satisfaction ratings.
- Managed customer contact center with 400 support representatives.
- Delivered exceptional customer service to every customer by leveraging quality assurance monitoring and coaching for internal personnel resulting in welcoming, positive experiences.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Education
Associate of Applied Science - Electrical, Electronics Engineering Technologies
ITT Technical Institute -Portland, OR
Portland, ORSkills
- Project Management
- Vendor Management
- Project Documentation
- Training Junior Team Members
- System Administration
- Vendor Contracts
- Project Scopes
- Server Systems
- Telecommunications Systems
- Commercial Projects
- Customer Relations
- Data Analysis
Certification
- CCNA - Cisco Certified Network Associate
- COMPTIA A+ Ce
- CompTIA Network+
- CompTIA Security+ ce
- CompTIA Server+
- AutoCAD Certification
- Lenel - OnGuard Core
Accomplishments
- Reduced financial expenditure by one million dollars for the AWS network infrastructure test lab by identifying non-inventory surplus assets from completed deliverables.
- Created the strategy and architecture for the development of an isolated data center structure that would deliver operation services in a non-disruptive environment for evaluating and deploying new network rack and device technologies, which would generate approximately $1.8 million per month based on capacity purchases by stakeholders.
- Developed the AWS server and network technician college curriculum in conjunction with a team of specialists in data center technologies.
- Maintained and converted an outdated internal technician solutions database with new customer-oriented solutions and migrated the system to align with coding that supports automation and reduces latency.
- Provided situational resolution for IP conflicts by designing a tracking and resource allocation policy for the data center infrastructure personnel in response to a significant security stakeholder-impacting event.
Timeline
Security Program Manager
AWS, Amazon Web Services
09.2020 - Current
Lead Lab Infrastructure Network Technician
AWS, Amazon Web Services
11.2017 - 09.2020
NSI Lab Network Technician
AWS, Amazon Web Services
08.2017 - 11.2017
NSI Network Technician
AWS, Amazon Web Services
05.2016 - 08.2017
Lead Data Center Technician
Amazon.com
06.2012 - 05.2016
Senior Support Technician
Pro-Tech Computers LLC
09.2008 - 06.2012
Yard Driver
CSU Transport
09.2007 - 09.2008
Truck Driver
May Trucking
11.2006 - 09.2007
Yard Driver
CSU Transport
06.2004 - 07.2006
Senior Service Support Representative
Stream International
12.1997 - 05.2003
Associate of Applied Science - Electrical, Electronics Engineering Technologies
ITT Technical Institute -Portland, OR