Alfa Berhane-Andu

Experience

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  PepsiCo

  May 2008 - May 2010

  Tibco Administrator

  Worked closely with project managers to execute new EAI Software TIBCO/Weblogic/MQSeries installations, support packs, and upgrades. Provided production environment support for TIBCO systems integrated into SAP ECC. Maintained EMS servers and gathered messaging requirements for queues on EMS server. Installed and supported core EAI software and Integration Common Services among critical infrastructural groups.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁(𝘀): • Improved EMS Server messaging queues by 10% • Created a TIBCO System Administration Portal that enabled internal/external end users to communicate directly with team administrators Show less

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  Bridgewater Associates

  May 2010 - Sept 2012

  ITSM Associate

  Managed environment with CA Spectrum, CA Ehealth, and Microsoft System Center Operation Manager. Created departmental metrics for stakeholders that detailed alert volume, problematic areas, and individual associate metrics through Microsoft SQL and Microsoft SSRS. Created new procedures that reduced workload of support teams, and mitigated risks in areas deemed problematic.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁(𝘀): • Developed metrics reporting that improved performance by 10% • Established standard operating procedures that improved case resolution by 20% Show less

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  Merkle

  Oct 2012 - Mar 2013

  NOC Technician II

  Maintained HP, Dell, Sun Systems, and IBM systems. Managed Citrix hosts across various client environments. Created SFTP accounts on Active Directory, and Exchange accounts with Microsoft Exchange 2010 tools. Performed imaging, migrations, and deployment of software applications to workstations and servers with Microsoft System Center Configuration Manager and Apple Remote Desktop to offer remote assistance to end users and technicians.

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  Dell

  Jun 2013 - Jun 2015

  System Admin Analyst

  Performed installation, customization, upgrades, and maintenance of Windows Server 2008 R2, Windows Server 2003, and system software products that support all business processes. Maintained systems to ensure optimum performance of standalone and multi-tiered environments. Conducted system analysis to improve software performance, availability, and reliability through the use of Microsoft Active Directory, Microsoft Exchange, and IBM Director. Performed incident resolution and root cause analysis in accordance with service level agreements. Designed and implemented system software, utilities, and automated processes to ensure continuous functionality. Ensured data integrity by managing software and hardware solutions on HP, Dell, and IBM systems. Automated system backup and disaster recovery procedures. Documented processes to be used by internal teams.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁(𝘀): • Enhanced service level agreements by 5% • Increased automation deployment services by 10% Show less

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  SAIC

  Jun 2015 - Mar 2017

  Windows System Engineer

  Managed IBM Blade hardware and firmware. Performed VMware maintenance including creation of templates, patch deployment, and monitoring overall health of virtual environment. Participated in migrating Windows Server 2003 to Windows Server 2012. Performed installation and troubleshooting of server applications and Windows server systems (MS Server 2012, 2008, 2003). Maintained operation of Windows 2008 and Windows 2012 Active Directory infrastructures. Provided Tier II resolutions for complex issues. Resolved escalated issues from the IT Service Desk. Deployed CA Spectrum, CA eHealth, and VEEAM ONE monitoring tools for Linux/Windows operating systems and network hardware within the environment. Provided event management for ITIL process.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁(𝘀): • Enhanced monitoring capability by implementing new alerting mechanism within existing infrastructure which reduced non-actionable alerts by 15%. • Designed VM templates which improved performance of database systems by 20%. • Reclaimed over 20% of datastores within VM environment. • Created knowledge articles which reduced overhead by 5%. Show less

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  GEICO

  Mar 2017 - Jan 2018

  System Engineer

  Supported developers in migrating code to various deployment landscapes. Maintained Microsoft Windows Server 2012, 2008, 2003 and Linux systems. Utilized Dynatrace, Rundeck, and Splunk to manage JVMs. Designed and implemented DevOps principles and operations. Created operational documentation.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁(𝘀): • Developed search logic which improved Splunk query performance by 15% • Restructured deployment groups that improved deployment of Dynatrace agents by 5% Show less

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  Splunk

  Feb 2018 - Feb 2025

  Partner cross-functionally with global partners in addressing product issues, and collaborate with product and site reliability engineers in developing new products and services that improve customer experience. Create service delivery strategy and plans for new product development. Work closely with product teams by providing technical expertise and support at each phase of the development cycle to ensure all requirements are met and product is completed on schedule. Utilize quality analysis programs to drive decisions that address customer needs. Represent the Support organization during New Product Introduction/Go-to Market (NPI/GTM) to ensure all requirements are met and product is ready for launch.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁(𝘀): • Generated reports revealing product and customer support trends which improved overall process by 10% • Created a Product Bug Prioritization Portal using Google Suites that helped reduced Engineering/Support backlog by 5% Show less

  • Senior Technical Success Engineer

    Feb 2024 - Feb 2025

  • Service Readiness and Planning Manger

    Feb 2021 - Feb 2024

  • Technical Support Engineer

    Feb 2018 - Feb 2021
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  Cisco

  Jan 2025 - now

  Sr. Program Manager, Global Technical Sales

  Harness diverse technical expertise to drive strategic planning and project execution. Collaborate with global leaders in Solutions Engineering to implement impactful initiatives that elevate technical sales processes and practices. Gather stakeholder feedback on critical materials and methods, propose practical enhancements, and prioritize initiatives with cross-functional teams.Engage with leaders in Global Technical Sales to launch new products and sales programs successfully, confidently scaling strategies across technical roles. Support the planning of technical sales and clearly define the essential skills required for Sales Engineers (SEs) to guide customers on their Splunk journey expertly. Advocate for the needs of technical sellers in cross-functional forums, with a strong focus on driving improvements in processes and materials. Measure success through established and newly defined key performance indicators (KPIs), ensuring accountability and progress. Show less