A fulfilling position with a team focused on delivering technology services that allows me to use skills developed supporting mega data centers on Linux, UNIX, Windows, VMware and Apple OS X platforms. My strengths include process improvement and automation of manual processes with a focus on quality.

" Managed 25,000 servers across 4 global data centers
" Accelerated production schedules by 60%
" Key contributor to $10M in annual revenue to HP with Fortune 50 customer

" Responsible for HP.COM availability monitoring systems
" Lead in charge of operations optimization for DC consolidation from 7 to 1
" Developed, implemented and maintained server health system across regional DCs


Technical Experience

" Virtualization software: VMware, VirtualBox and Parallels
" Data Base software: MySQL WorkBench, Microsoft Access Database, Bento Database, Filemaker
" HP OpenView Service Manager, Operations Manager, Service Desk, Internet Services, and SiteScope
" Maestro Job Scheduler - IBM Tivoli Workload Scheduler, Clear Quest
" Proficient with Windows XP, VISTA, WIN7, WIN10, Windows server, Linux, UNIX, MPE and Apple OS X, Microsoft Server 2000-2012, Putty, WinSCP, FTP, TCP/IP, Rumba
" Adept at using Microsoft Office & Apple iWork applications
" Web design software: SharePoint, FrontPage, Expressions Web, Apple iWeb, RapidWeaver, Sandvox, Wordpress

Thechnical Experience

Operations Analyst II, California Department of Child Support Services Rancho Cordova, California on contract Deloitte and AgreeYa Solutions

Operations Analyst II, California Department of Child Support Services
Rancho Cordova, California on contract Deloitte and AgreeYa Solutions May 2016 - March 2017
" Monitor production batch processing via TWS for job errors on both Z/os and Unix environments.
" Take action to resolve errors relating to failed batch processing jobs
" Follow documented processes to resolve system and batch related errors.
" Process adhoc requests for production batch job runs.
" Hold/release/monitor batch cycle during documented change activities.
" Process adhoc requests to copy/move files from production drop zone.
" Monitor incoming and outgoing production file drop zones for participating Counties. Take action to resolve issues.

May 2016 - March 2017

Folsom Lake Toyota Rent A Car, Folsom California

" Used TSD Rental Car Software for all rental agreements.
" Provided excellent customers service by engaging the customers with conversation and a friendly attitude.
" Worked with customers to secure rental vehicles via rental agreement process face to face, web and over the phone.
" Set up reservations and explained pricing options as well as details about rental agreements to customers.
" Made several process improvements, by removing unneeded additional options and setting up preferred renters option in the TSD rental software, thus reducing the time it takes the customer to rent a car
" Cleaned, detailed cars to provide customers with clean vehicles to rent.
" Used point of sale machine to charge customers and ADP to bill service department.
" Worked with insurance companies to secure payments from customers using a claim to pay for rental vehicle.
" Ran daily accounting business reports to post deposits and perform daily close of business.
" Added new cars to the inventory database and performed monthly inventory on rental fleet.

August 2015 - January 2016

IT Developer / Engineer Monitoring, Hewlett Packard, Boise Idaho

Team Lead for Server Build and Move to Production Process
" Worked with multiple teams to resolve issues impacting production schedules
" Interfaced with customers to work toward resolution of issues and delays to production via chat, face to face and phone
" Developed automation reducing Windows Server configuration time by 80%
" Managed 25,000 Windows, Unix and Linux servers using HP OpenView across 4 global data centers in the US, Europe and Asia Pacific
" Developed automation tools accelerating managed service provider production schedules by 60%
" Collaborated with deployment partners on processes and business practices
" Developed training materials for server build and move to production processes

Team Lead responsible for Web Monitoring HP.COM Websites
" Used web monitoring software to prevent and minimize downtime
" Used incident management ticketing software to track problems
" All changes were completed using change management ticketing software

Senior Support Engineer for Event Detection and Notification Team
" Managed 20 Operations Manager servers with 20,000 global client systems
" Supported enterprise customers to resolve issues related to event detection and notification
" Responsible for driving issue resolution

2002 - 2012

Monitoring Engineer, Hewlett Packard, Roseville California

" Interface with customers to resolve issues and complete requests according to SLA's via chat, face to face and phone
" Implemented server monitoring for a Fortune 50 company resulting in $10M in annual revenue
" Installed monitoring software and tools for Windows, Unix, Linux and HP MPE systems
" Defined and implemented standard templates across all platforms

2000 - 2002

MPE System Manager, Hewlett Packard, Roseville California

" Installed and maintained application consistent backups for HP MPE servers
" Optimized DR and restore visibility with integrated reporting of all backups
" Modified and tested backup software resulting in 100% Y2K compliance

1999 - 2999

Computer Operator, Hewlett Packard, Roseville California

" Work with customers to resolve technical issues and complete customer request via chat, face to face and phone
" Transitioned customer managed monitoring to HP hosted services resulting in $3M annual revenue
" Lead in charge of standardizing all operator commands and scripts to optimize data center consolidations from 7 down to 1
" Ensured all batch scheduled production processes were completed on time
" Team Lead responsible for all operator workstations
" Developed, implemented and maintained an automated server health monitoring system across three regional data centers. This application was in use for over 12 years before HP decommissioned MPE.

1989 -1999

Material Handler, Hewlett Packard, Roseville California

" Worked directly with production lines to deliver parts as per scheduled builds
" Pulled parts from shelves per work order requirements.
" Performed statistical analysis of count discrepancies.
" Used inventory control software to maintain on hand quantities.
" Maintain clean, safe working environment as per company policies.

1983 - 1984

Training / Certifications

" ITIL Certified in Incident Management and Change Management Methodologies
" HP OpenView Operations Manager
" HP OpenView Reporter
" HP OpenView Internet Services
" Total Quality Control Methodologies

Training / Certifications


Sierra College, Rocklin California 1997-2000
Unix Administration, Microsoft Office



" Team player willing to help and mentor
" Working knowledge of large scale global data center environments
" Streamlining and automating processes and procedures
" Strong analytical skills
" Self-sufficient and motivated
" Quick Learner


Troy Cross

Contact Me

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