Charles E.

Perez
955 Shorepoint Court, #200
Alameda, California 94501
Tel: 510.499.5318
Fax: 510.523.1093
Email: cpb86a3e@westpost.net
Consistent record of significant contributions to productivity and profit levels
in every position held. Continued record of exceeding standards and expectatio
ns. Capable leader and motivator with broad overview of information technology
and business administration. Solid theoretical training in LAN/WAN network admi
nistration, PC troubleshooting, project management, I.T. Training, business admi
nistration and international business. Possesses sharp, analytic, problem solvi
ng and presentation skills. Open to travel.
Professional Experience:
2001 - 2010
E911 Technical Support Supervisor, Department of Emergency Management
Emergency 911 Combined Emergency Communications Center - The City and County of
San Francisco, CA
* Provided direct ongoing management for 11 Information System Administrators w
orking in a large network and multiple local area networks within a 24 hour per
day, 7 day per week, 365 days per year work environment for nine years with no o
perational downtime.
* Turned around one of the worst performing Public Safety support groups to bec
ome a top 5% performing I.T. support group for the City and County of San Franci
sco as indicated by an organization-wide customer satisfaction survey.
* Provided professional, courteous service while ensuring all client issues wer
e addressed in a timely, thorough manner.
* Reviewed and recommended a variety of personnel actions in such areas as perf
ormance evaluation, training, selection and disciplinary measures.
* Monitored, coordinated and assisted in developing the assigned work unit budg
et.
* Key manager involved in a 2-year project to move the Emergency 911 Call Cente
r to temporary location, gut old location, install new infrastructure and return
Call Center personnel to newly redesigned Emergency 911 Call Center with no ope
rational downtime.
* Directed I.T. Operations functions by coordinating system related activities
with other departments and public safety agencies such as the San Francisco Poli
ce Department, San Francisco Sheriffs Department, California State Police, Feder
al Police, U.S. Park Police, U.S. Secret Service, Homeland Security, U.S. Mint,
the California Highway Patrol, San Francisco Fire Department, the San Francisco
Mayor's Office of Emergency Services, the U.S. Coast Guard, The San Francisco In
ternational Airport, the Department of Emergency Communications, Golden Gate Dis
trict, etc.
* Created process to manage, coordinate and oversee all system maintenance and
information technology change controls performed within the City and County of S
an Francisco's Emergency 911 Public Safety Information Systems infrastructure.
* Provided technical and procedural leadership to resolve issues, coordinate te
chnical support, and activities to develop effective problem management procedur
es that reduced or eliminated disruption to client systems.
* Managed and reviewed the performance of contractors and vendors.
* Participated in the design, installation, administration, maintenance and upg
rading of complex applications and systems.
* Developed ad-hoc I.T. Operations system instruction and provided ongoing and
remedial support and end user training.
* Rolled out Remedy Incident Management and Remedy Asset Management software ap
plications.
1997 - 2001
Lead Escalation I.S. Operations Analyst III - Ascend Communications/Lucent Techn
ologies, Alameda, CA
* Worked as Supervising I.S. Level III Analyst for Lucent's International Netwo
rk Services Division.
* Worked as Lead/Supervising I.S. Level III Analyst, Ascend Communications I.S.
Operations Support Group.
* Established I.S. Operations support team for the Lucent, Alameda Internationa
l Network Services office.
* Personally provided Technical Support Services to Ascend's Executive Staff, F
inance, Accounting and Legal Departments through Lucent's Technologies acquisiti
on of Ascend Communications, one of the largest acquisitions in the history of t
he NASDAQ ($24B USD).
* Managed and reviewed the performance of contractors and vendors.
* Participated in weekly change management meetings to introduce new technology
into computing environment.
* Worked as I.S. Operations Lead for Remedy Incident, Remedy Asset and Primus k
nowledge database applications.
* Voluntarily developed and implemented an I.S. Operations "Teamwork" Program t
o generate regular, open communication between various I.S. groups to address te
chnical, procedural, implementation and business issues.
* Prepared and presented troubleshooting documents on Lucent's Information Syst
ems support FAQ's.
* In-depth experience installing, upgrading and troubleshooting Windows for Wor
kgroups 3.11, Windows 95, NT 4.0, Windows 2000 and Windows XP in an Enterprise T
CP/IP environment.
* Configured/deployed Lucent Pipeline router products for Lucent's Internationa
l Network Services Division employees worldwide.
* Provided advanced troubleshooting for PPP and other remote access services an
d utilities.
* Provided advanced troubleshooting for RAS, NFS and other TCP/IP file and prin
t services and utilities.
1995 - 1997
Sales Engineer/Regional Sales Manager, Western U.S. Territory - Maximizer Techno
logies, Inc., Oakland
* Worked at first as a Systems Engineer, then later as an Account Manager for M
aximizer, a Sales Force Automation (SFA) software company for the Western U.S. s
ales region.
* Provided pre-sales technical consulting, installation/configuration and post-
sales support for large, Fortune 500 company accounts such as Universal Studios,
Capitol Records, Hewlett Packard, Wells Fargo Bank, Coopers & Lybrand, Charles
Schwab, etc.
* Installed Sales Force Automation client-server software applications in compl
ex customer network environments.
* Developed and managed Maximizer's Value Added Resellers (VAR) distribution ch
annels throughout California, Oregon, Arizona, Nevada and Utah sales territories
including VAR prospecting, screening, recruiting, training, distributing and ma
king sales calls.
* Developed, coordinated and lead training seminars for VAR distributors throug
hout Western United States.
12/94 - 10/95
International Relations Analyst, AutoDesk, Inc., Petaluma
* Coordinated international distribution of software products and materials to
Europe, Asia Pacific and Australia.
Hardware and Software
Networks: Microsoft 2000 Client/Server, XP, NT 4.0, NT 3.51, Windows for Workgro
ups, Novell NetWare 3.X, 4, Cisco IOS.
Operating Systems: Windows - All Versions including Windows 7. Apple - Tiger, L
eopard and Snow leopard OS.
Email: Microsoft Exchange, Outlook, Lotus Notes and Eudora.
Computers: IBM, Dell, Hewlett Packard, Compaq PCs and compatibles. Apple comput
ers.
Smart Phones: Blackberry and iPhone smart phones, Personal Information Manageme
nt Devices such as Apple iTouch, Palm Pilot and other handheld devices.
Applications: Tiburon Emergency 911 Computer Aided Dispatch, Emergin Emergency
911 Paging Software Systems, Maverick Mapping Software, ShotSpotter gunshot and
explosion detection and location technology, Scopus, Clarify, Primus, Remedy Inc
ident, Remedy Asset Management, Peregrine, Hummingbird, Chameleon, Oracle, SAP,
Microsoft Word, Excel, Access, PowerPoint, Sun Microsystems Open Office, Crystal
Reports, Maximizer, Goldmine, Act!, Lotus Notes, People Soft, Business Objects
3.x and 4.x, Adobe Acrobat, Microsoft Internet Explorer, Mozilla Firefox, etc.
Protocols - TCP/IP
Education
Masters of Business Administration degree, MIS/Finance - Paul Merage School of B
usiness, University of California, Irvine
Bachelors of Science degree, Business Administration, Marketing Management - Cal
ifornia State University at Los Angeles
Certificate of Completion, Telecommunications and Network Engineering - U.C. Ber
keley Extension School
Certificate of Completion, Network Engineer - Master's Institute, San Jose, CA
Cisco Systems Academy - College of Alameda, Alameda, CA
Certificate of Completion in International Business - Center for International T
rade Development, Berkeley, CA
Related Coursework
Customer Service Training - Mandel Communications
Time Management Training - Performance Systems
Foundations of Business Systems - U. C. Berkeley Extension School
The Analyst as the Internal Consultant - U. C. Berkeley Extension School
Windows 2000 Client/Server Training - Lucent Training Services
Microsoft NT - Networking Essentials - Learnix Technical School
Network Architecture I - College of Alameda
Essentials of UNIX - U. C. Berkeley Extension School
Internetworking with TCP/IP - U. C. Berkeley Extension School
Fundamentals of Data Communications - U. C. Berkeley Extension School
Lucent Max/Pipeline router installation and configuration - Lucent, GIS Educatio
nal Services
Lucent Max/Pipeline router troubleshooting, Lucent - GIS Educational Services
Federal Emergency Management Agency (FEMA), Introduction to the Incident Command
System IS-00100 - SFO Emergency Operations Center, San Francisco
Federal Emergency Management Agency (FEMA), Incident Command System for Single R
esources and Initial Action Incidents IS-00200 - SFO Emergency Operations Center
, San Francisco
Professional Associations
Member, National Society of Hispanic MBAs, and Society of Hispanic Professional
Engineers.
Mentor & Speaker, U.C. Office of the President's Puente Project Educational & Me
ntor Program.
Mentor & Speaker, Hispanic Community Affairs Commission, Education and Mentor Pr
ogram.
Security Clearance
I have been fingerprinted for and possess Department of Justice and Federal Bure
au of Investigation security clearance level.