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MICAL L.

CAYTON
P.O. BOX 1757, PITTSBURG, CALIFORNIA 94565
206.947.1542
MLCAYTON@COMCAST.NET

DIRECTOR OF NETWORK INFRASTRUCTURE


Areas of Focus: Network Engineering | Network Operations

QUALIFICATIONS SUMMARY
Technically savvy, enthusiastic, and proactive professional with well-honed back
ground in information technology and business specializing in distributed comput
ing systems, data center, LAN/WAN and call center technology, and service manage
ment operations. Regarded by peers and mentors as an overachiever with a “can-do†attitu
de committed to driving business to unimaginable heights. Organized, articulate,
and analytical with exemplary oral and written communication and interpersonal
skills. Proven track record in working in a fast-paced work environment, meeting
tight schedules and exceeding client expectations on time and under budget. Pro
ficient in Microsoft Office Suite along with project management and system admin
istration programs.

CORE COMPETENCIES
NETWORK ADMINISTRATION | HELP DESK OPERATIONS | SYSTEMS AND NETWORK CONFIGURATIO
N
CREATIVE PROBLEM SOLVING | RESEARCH AND ANALYSIS | TALENT SELECTION/DEVELOPMENT
USER TRAINING AND INSTRUCTION | CLIENT RELATIONSHIP | EFFICIENCY ENHANCEMENT
NETWORK ENGINEERING | TEAMBUILDING AND LEADERSHIP | COST-SAVING INITIATIVES
BUDGET ADMINISTRATION | TREND ANALYSIS | INFRASTRUCTURE ENGINEERING
RFP DEVELOPMENT | VENDOR MANAGEMENT

CAREER EXPERIENCE
IT OPERATIONS MANAGER – GLOBAL NETWORK SERVICES
Microsoft Corporation ~ Redmond, WA ~ Dec 2007-Present
Administer the overall incident management response and resolution functions for
Global Network Services; oversee the development and implementation of SLA mana
gement processes and procedures. Manage Global Network Services daily operations
to include performance management, staff training and development, plan monitor
ing and evaluation, metrics development, program development, and the establishm
ent of standardized boarding process for all employees. Recommend infrastructure
improvements for enhanced organizational productivity; coordinate with other pe
rsonnel to guarantee the delivery of outstanding customer service to clients; an
d develop, implement, and ensure compliance with operational policies and proced
ures.
- Efficiently enhanced MTTR by 200% and the organizational staffing by 400
%.
- Increased training time allotment for employees from less than 1% of ann
ual work hours to more than 5%.
- Competently promoted 25% of the work team.
- Proficiently handled increased incident volume while boosting MTTR produ
ctivity.
- Adeptly provided maintenance support to the 24x7x365 operation of MSN on
line network infrastructure and other Microsoft online properties.
- Successfully directed team of 22 mid- and senior-level network analysts
and internetworking engineers in Redmond, Washington and Hyderabad, India.

ADJUNCT PROFESSOR/INSTRUCTOR (PART TIME)


ITT Technical Institute ~ Seattle, WA ~ Sep 2007-Oct 2008
Established and employed instructor-led curriculum to technology students pursui
ng AA and BA degrees in Computer Technology; mentored and motivated students to
excel in academics; and designed course materials and prepared academic year pla
n. Conducted seminars or trainings for students and faculty members; ensured com
pliance with school policies and procedures; rendered assistance to students to
achieve academic goals. Monitored student progress through various student evalu
ations and documented all academic processes.

SENIOR MANAGER – GLOBAL PAYMENT SYSTEM OPERATIONS


Amazon.com ~ Seattle, WA ~ Apr 2006-Dec 2007
Controlled and directed all systems operations for Global Payment Services handl
ing operation and management support of Oracle databases and open systems platfo
rms. Oversaw the effective human resources programs, which include recruiting, p
erformance management, training, succession planning, employee relations, and co
mpensation.
- Competently devised and led the comprehensive change management program
in Global Payment Services, reducing change-induced problems by 50% for the firs
t month and 80% for the succeeding months.
- Directed the upgrade of 14 high-volume Oracle production databases witho
ut a single outage.
- Built and instructed team of 14 system administrators and Oracle databas
e administrators in Seattle, Washington, Bangalore, India, and Dublin, Ireland p
roviding support to Global Payment Systems payment processing for Amazon.com.
- Spearheaded the development and implementation of SLA management process
es and procedures and managed capacity planning, systems efficiency, network con
nectivity, and redesign efforts for Global Payment Operations extranet connectio
ns.

SENIOR MANAGER – NETWORK OPERATIONS


Qualcomm ~ San Diego, CA ~ May 2005-Mar 2006
Handled daily data center management and operation for FLO TV Inc., processing t
he operation and maintenance of FLO TV Wireless Content Aggregation and Distribu
tion Network. Administered Information Technology Infrastructure Library (ITIL)
methodology introduction and liaised with Qualcomm and Network Operators interna
l service providers to guarantee maximum system accessibility. Developed and imp
lemented operational changes to boost service while concurrently decreasing serv
ice delivery cost; managed and employed MediaFLO Change Management processes and
procedures. Managed all MAC and break/fix efforts and implemented SLAs for FLO
TV customers.
- Took charge of 15 customer service, system administrators, and IT engine
ers rendering support to more than 300 media markets.

OPERATIONS MANAGER – ENTERPRISE DISTRIBUTED SERVICES


Kaiser Permanente, Information Technology ~s Walnut Creek, CA ~ Feb 2003-May 200
5
Spearheaded daily operations for Kaiser Permanente Advice and Appointment Call C
enter (AACC) and Membership Services Call Centers; developed and executed SLAs f
or AACC and MSCC clients’ services. Supported and employed Information Technology In
frastructure Library (ITIL) financial and security service management initiative
s in AACC’s and MSCC’s Enterprise Distributed Services Organization. Oversaw overall fin
ancial management, planning, system and controls as well as the development of i
ndividual program budgets; coordinated with other personnel to ensure the delive
ry of high-quality customer service to clients; adhered to enforced policies and
procedures of the organization and resolved client conflicts and concerns. Mana
ged annual change and release administration for all desktop applications and pr
oject managed desktop refresh and upgrades.
- Competently directed a team of 34 geographically dispersed desktop, serv
er, and telephony engineers rendering assistance/support to more than 4000 devic
es and clients.
- Handled an annual call volume in excess of 25 million calls.
- Successfully obtained improved performance against SLA metrics by 18% an
nually.
- Effectively managed annual capital and operating budgets in excess of $1
0 million.
- Minimized change-induced problems by 75% yearly.

INSTRUCTOR
Heald College ~ Concord, CA ~ Sep 2002-Feb 2003
Taught and conveyed instructor-led training curriculum to technology students pu
rsuing AA degree in Computer Technology; devised and employed customized course
curriculum for students taking a range of technology degrees. Created and execut
ed specialized presentations for faculty and staff outlining technology directio
ns and potential programmatic changes. Prepared and delivered lectures and stimu
late class discussions; compiled and administered exams and assignments; counsel
students on various academic matters; performed student evaluations and documen
ted student progress to develop better teaching methods.

VICE PRESIDENT – TECHNOLOGY MANAGEMENT


Bank of America ~ Concord, CA ~ Oct 1999-Apr 2002
Established and employed network engineering designs for ecommerce and Internet-
based applications. Rendered support to Bank of America’s Information Protection div
ision troubleshooting and support. Maintained a thorough knowledge of the organi
zation and adhered to all organizational standards. Analyzed technology requirem
ents and developed functional specifications. Presented and implemented technolo
gical alternatives streamlining functions and improving or enhancing productivit
y. Project managed the design, development, and operation of baseline DMX infras
tructures for all ecommerce applications across Bank of America.
- Proficiently directed redesign and reengineering effort of 6 Internet DM
Z facilities reducing cost by 50% and increasing functionality and availability
saving bank by $1.5 million in annual operating cost.
- Competently led network engineering team that devised and organized 18 I
nternet DMZ facilities hosting innovative ecommerce applications nationwide.
- Effectively commanded the Bank’s enterprise ISP and Telecommunication techni
cal vendor relationship rendering Tier 3 support for DMZ infrastructure and orde
red the migration to Checkpoint FW-1 product platform.

CONSULTING SYSTEMS ENGINEER


Bank of America ~ Concord, CA
Directed and evaluated desktop computing software programs for enterprise wide u
se. Prepared and processed comprehensive product evaluations and assessments to
include market and competitive product analysis for senior IT and business leade
rs. Developed and distributed product specific white papers for enterprise wide
dissemination. Defined functional specifications of new features or products and
conducted research testing and analyzing the feasibility, design, operation, an
d performance of equipment.

EARLIER CAREER
COORDINATOR II NETWORK SUPPORT SERVICES
San Joaquin County Office of Education ~ Stockton, CA
SENIOR OFFICE SYSTEMS ANALYST
San Joaquin County Department of Information Technology ~ Stockton, CA

EDUCATIONAL BACKGROUND
CURRENTLY PURSUING DOCTOR OF BUSINESS ADMINISTRATION
With Management Information System Concentration
North Central University ~ Prescott Valley, AZ ~ Expected Date of Completion
BACHELOR OF ARTS IN MANAGEMENT
Saint Mary’s College of California ~ Moraga, CA ~ 2002
ASSOCIATE OF ARTS IN ELECTRONIC COMPUTER AND SWITCHING SYSTEMS
Community College of the Air Force ~ Maxwell AFB, AL

APPLICATION SUPPORT CREDENTIALS


- Supported more than 20 24x7x365 payment applications servicing more than
20 million customers globally at Amazon.com.
- Rendered assistance to more than 20 network centric applications at Micr
osoft’s online platform providing service to 70 properties and to over 200 applicati
ons during tenure in Bank of America.
- Assisted more than 25 applications in customer service and medical advic
e call centers servicing more than 25 million calls annually; project managed de
sktop and operating systems’ upgrades, PBX upgrades, CTI, NOC creation, application
integration testing, change control, system implementations and numerous applica
tion upgrades as well as major network engineering design and implementation eff
orts at Kaiser Permanente.

ACTIVITIES AND AFFILIATIONS


Licensed Life Agent
Former Treasurer, Boys and Girls of Stockton
Former Member – Board of Directors, United Way of San Joaquin County
Former Vice President/Director, Stockton Branch of NAACP
Former Chairperson, Recreation Commission
Associate Minister, Saint John Baptist Church
Member, Kappa Alpha Psi Fraternity, Inc.

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