[best when viewed at Courier New 9 point...your mileage may vary]

Stacey Gladman  (stacey@tiredcynic.com)
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 623 Keats Court                       home phone: 650-862-8667
 Palo Alto, CA 94303-4732              http://www.tiredcynic.com/resume
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What I've Done	Facebook -- Palo Alto, CA
and Where	(08/2007 to present)
(aka 
Experience)     Contractor - Applying my IT knowledge and attention to 
		detail to fixed asset reconciliation project.


		Code Green Networks -- Santa Clara, CA	
		(12/2006 to 07/2007)

		IT & Operations Manager

		IT: Responsible for all user support (account creation 
		and deletion, machine setup, troubleshooting, 
		ShoreTel/Shoreline phone setup/maintenance, printer 
		maintenance, day-to-day support). Created standardized 
		setup for desktop and laptop systems, burned Ghost 
		images to streamline and simplify process. Maintained 
		phone system and punchdowns; shared network and 
		infrastructure maintenance responsibilities. Created 
		and documented detailed standardized processes for new 
		system setup, fixed asset tracking, new user setup, and 
		drafted corporate access policy. Primary facilities 
		contact, responsible for monthly audit of access cards 
		for building management. Worked closely with Finance 
		department, assisting with procedures, financial 
		software, fixed asset flow and tracking. Designed 
		corporate forms for equipment transfer, loan, and 
		disposal.

		Operations: Responsible for all aspects of 
		manufacturing, including ordering base systems from 
		vendor and maintaining inventory based on sales 
		forecasts, working with manufacturers on custom 
		bezels/logos/stickers, customizing systems with labels 
		and stickers, installing and testing company software, 
		printing/assembling documentation, printing/burning CDs 
		to ship with product, assembling final boxed product, 
		coordinating shipment of orders, communicating with 
		sales reps regarding order status, updating Finance and 
		Manufacturing FileMaker databases, arranging vendor 
		hardware support as needed, coordinating with 
		Professional Services for beta units. Primary 
		Facilities contact; worked with building security to 
		maintain and audit building access cards.
		

		ActivIdentity (formerly ActivCard, Inc.) -- Fremont, CA
		(06/2002 to 04/2006)

		IT Helpdesk Manager
		
		Responsible for all internal helpdesk functions for 
		North America, covering all “cradle to grave” user 
		support (after 2004, was only helpdesk support person 
		for North America). Worked with HR from first notice of 
		hire, created all accounts (including building access 
		and phone), allocated/ordered hardware as needed. 
		Configured all new user systems; created documented 
		process to standardize configuration. Maintained phone 
		system, recorded company greetings. Handled all IT 
		aspects of termination, including accounts, phone, 
		mobile devices, facilities. Dispatched and monitored 
		worldwide helpdesk cases, coordinated with worldwide IT 
		staff to ensure timely follow-through and resolution. 
		Worked with all departments in company to keep things 
		flowing as smoothly as possible. Responsible for IT 
		stock procurement (including all laptops for North 
		America), repair and support of printers and copiers. 
		Responsible for quarterly helpdesk- and 
		facilities-related Sarbanes-Oxley (SOX) audit compliance 
		and documentation. Researched and implemented helpdesk 
		software on very limited budget; documented and defined 
		procedures and standards in use within department and 
		company in general; headed up project to provide new ID 	
		badges with physical and network access capability for 
		entire company worldwide.


		Siebel Systems, Inc. / OnLink Technologies, Inc. -- 
		San Mateo / Redwood City, CA (06/1999 to 03/2001)

		(OnLink Technologies, Inc. was purchased by Siebel 
		Systems in October 2000) 

		Technical Writer (09/1999 to 03/2001)

		Completed high priority Migration Guide for flagship
		product release under extremely tight deadline. Wrote 
		readme file and installation chapter for a product 
		which allowed automatic updates to commerce sites from 
		enterprise data. Worked closely with lead engineer on 
		Programmer's Guide and Reference Manual for the same 
		product (topic of guide is scripting APIs). Worked 
		with another writer to produce user documentation for 
		1.0 product involving tracking and compiling user 
		activity during an online shopping session. Maintained 
		and updated FrameMaker templates for the department; 
		prepared PDF and PostScript files for distribution and 
		printing. Created departmental "how to" documents for 
		various procedures, including burning PDF/PS files, 
		creating a new FrameMaker book using department 
		templates, and setting up printers properly for 
		FrameMaker. Main technical contact for tech pubs
		department and responsible for maintaining the tech 
		pubs "test" machine for all revs of software being
		developed.

		Lead Systems Administrator (06/1999 to 09/1999)

		Created "how to" documents for user and departmental 
		use. Trained new employees on use of hardware and 
		software; supported existing employees, both local and 
		remote. Worked to standardize hire and termination 
		processes, created forms to use. Helped maintain 
		corporate website.


		Calico Technology, Inc. -- San Jose, CA 
		(03/1998 to 12/1998)

		Lead Systems Analyst (09/1998 to 12/1998)

		All duties listed below, as well as additional duties 
		added as Lead, including: tracking, ordering, reclaiming 
		of user machines. Worked with IT Manager to define IT 
		Helpdesk roles, response time policy, after-hours 
		coverage. Created more efficient way of monitoring and 
		tracking incoming helpdesk issues using existing 
		software licenses. Trained new IT hires. 

		Systems Analyst (03/1998 to 09/1998)

		Trained new hires on software and hardware being 
		provided. Created and maintained multiple "how to" 
		documents on a variety of subjects, including voicemail, 
		email, setting up printers, creating shortcuts, 
		et cetera. Created forms for new hire account creation, 
		machine dispersal and tracking, account termination, and 
		asset retrieval. Documented and refined procedures for 
		IT new hire process. Internal user support for all user 
		software, hardware, and accounts.


		FirstFloor Software, Inc. -- Mountain View, CA 
		(02/1997 to 03/1998)

		Systems Administrator (05/1997 to 03/1998)

		Systems duties as listed below, as well as: creating and 
		maintaining "how to" documents for company and 
		department use. Creation of forms used by Finance, HR, 
		and IS departments. Maintenance of all employee accounts 
		(creation, change, deletion). Worked with consulting 
		company regarding redesign of corporate website, 
		implementing changes successfully in extremely tight 
		timeframe.

		Systems Administrator / Technical Support (02/1997 to 
		05/1997)

		Systems: Internal user support on Windows NT and 95 
		platforms and applications; PC maintenance, support, and 
		configuration. Maintained backups for all crucial 
		systems. Helped maintain corporate website and manage 
		UNIX systems for company. Updated and maintained 
		voicemail and PBX systems. Initial setup of new employee 
		accounts and machines. 

		Tech Support: Supported users by phone, email, and 
		web-based discussion forums. Troubleshot user problems, 
		worked with QA to find solutions or work-arounds. Part 
		of Beta Support Team, responsible for internal testing 
		and installation of beta software, and supporting beta 
		customers in installation and follow-through.


		AGI [Avcom Group Inc.] -- Santa Clara, CA / Mountain 
		View, CA 
		(06/1996 to 01/1997)

		Integration Manager -- AGI (09/1996 to 01/1997)

		Supervised integration and shipping/receiving for five 
		separate business units covering SGI, DEC, and HP 
		systems running UNIX/IRIX, Windows NT 3.51/4.0, and 
		Windows 95. Acted as systems backup and local contact 
		for systems questions and issues.

		Systems Integrator -- Webfactory, an AGI company
		(06/1996 to 09/1996)

		Organized integration center and performed integration 
		on SGI systems, hardware, and peripherals.


		Hummingbird Communications, Inc. -- Mountain View, CA 
		(05/1995 to 04/1996)

		Office Administrator/Local Systems Contact


		FTP Software, Inc. -- Santa Clara, CA / San Francisco, 
		CA 
		(09/1991 to 05/1995)

		Sales Operations Supervisor & Corporate Sales Support 
		(03/1994 to 05/1995)

		Corporate Sales Support (12/1993 to 05/1995)

		West Coast Sales Support (01/1992 to 12/1993)

		Receptionist (09/1991 to 01/1992)

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What I Know	Extensive experience with Microsoft Windows Server 2003, 
(aka Skills/	and Active Directory, Windows XP, 2000, NT, 98, 95, and 
Interests)	even 3.11 (those were the days); familiar with UNIX, had 
		some Macintosh experience once upon a time. Very 
		familiar with Microsoft Office 2007/2003/2000 (and 
		earlier), Adobe FrameMaker, Paint Shop Pro. Experience 
		with SmartCard and token technology and related 
		NT/RAS/RADIUS/multi-factor authentication. Years of 
		using ShoreTel’s Shoreline VoIP software (pretty nifty 
		stuff).

		Lots of time spent with Microsoft Exchange/Outlook, 
		server and client sides. Knowledge of email, Windows 
		networking, TCP/IP, networking, et cetera. Very 
		comfortable with Internet technology (browsers, FTP, 
		telnet), slightly-more-than-basic experience with 
		website creation and maintenance, including tables, 
		frames, et cetera. 

		Gadget geek, familiar with Blackberries, Treos, and 
		other smart phones and nifty handheld devices (currently 
		carrying a Windows Mobile device of my very own).

		Miscellaneous/random facilities knowledge, including ID 
		badge creation and printing, HID building access 
		administration, printer leasing and maintenance, the one 
		who got the midnight calls when an engineer accidentally 
		sets off the building alarm, and so on.

		Enjoy reading, hiking, geocaching, movies, sleeping, 
		science fiction/fantasy. Not afraid of machines that go 
		bing. If you’ve read this far, send me email and let me 
		know. If you get the “bing” reference, definitely let me 
		know.
 
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What I Want	To continue my career in user support, making use of my 
(aka		tech pubs, IT, and user advocate background to make life 
Objective)	easier and more efficient for users in all departments, 
		for cohorts in departments that work hand in hand with 
		IT, and for the IT folks themselves (and hopefully have 
		some fun and learn good things while I'm at it). 
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Who Likes Me	Available upon request.
(aka
References)
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