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Phil DeMello

Phil DeMello

Sr. IT Manager

Epocrates Inc.

Sr. IT Manager at Epocrates

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Epocrates Inc.

Sr. IT Manager

- Led the corporate infrastructure and helpdesk support teams.
- Identified and designed plans to remediate infrastructure gaps and needs.
- Implemented ShoreTel unified telephony system.
- Created system status dashboards.
- Implemented licensing compliance and Windows system patching strategy.
- Ensured SOx and PCI compliance, managed audit data gathering.
- Implemented IDS/IPS solution.
- Managed network architecture redesign.
- Implemented MPLS.
- Implemented Office365 solution for collaboration, cost savings, and operational efficiency.

Career medium 02
Career
Career medium 01

CPP Inc.

Director, Network Operations and Technical Support

- Led the global network and technical support teams
- Built e-commerce infrastructure with focus on scalability, stability, and security.
- Cut costs and improved operational efficiencies through advanced technology implementation and streamlining/automating processes.
- Ensured mission critical e-commerce websites were highly available, increased uptime from 95% to over 99.99% using fault-tolerant load balanced architecture.
- Managed multi-departmental budget, including forecasting.
- Replaced on-premise CRM product with SAAS based solution.
- Created and implemented business continuity and disaster recovery plans.
- Introduced process automation tools to increase efficiencies in asset management, systems lifecycle management, change control management, and patch management.
- Developed department SLA’s and KPI’s.
- Introduced 2-factor authentication for mobile devices.
- Reduced annual hardware expenditures by 75% through use of virtualization technology.
- Generated 30% annual savings through multiple vendor negotiations procuring hardware, software, and services.
- Eliminated e-commerce outages caused by infrastructure failures by redesigning and relocating data center.
- Designed and implemented disaster recovery solution
- Increased operational efficiency by more than 35% by deploying various network enhancing technologies, including WAN accelerators, SSL VPN, load balancers, backup-to-disk and site-to-site data replication.
- Implemented and configured SalesForce CRM
- Created videoconferencing solution which included live streaming and archive retrieval.
- Implemented IDS/IPS managed solution, BGP, OSPF, QOS/COS, MPLS, and VLAN’s.

Career

CPP Inc.

Manager, Technical Support

- Successfully managed the worldwide desktop and technical support teams.
- Provided technical support for distributors located around the world.
- Managed support included proprietary software, online assessment sites, ecommerce site and end-users.
- Continuously increased quality of customer support through regular technology updates and trainings.
- Leveraged mentoring and leadership abilities to transform teams into high-performing individual contributors.
- Met business expectations through collaboration with various departments in assessing needs and developing technological solutions.
- Provided incident reviews, performance tracking, and conflict resolution.
- Ensured staff consistently exceeded department SLA’s and performance metrics.
- Minimized redundancy by 40% through SOP standardization of all tasks.
- Led team to exceed department metrics by 24%.
- Developed and introduced customer satisfaction surveys
- Designed end-user system imaging and deployment procedure including image standardization.

Career medium 03
Career
Career medium 02

CPP Inc.

Network Engineer

- Designed a secure and reliable network infrastructure, including the datacenter.
- Ensured uptime, stability, and performance of all office environments including customer-facing sites and remote office environments.
- Effectively managed multiple priorities while under time constraints.
- Evaluated, tested, recommended, and implemented network solutions.
- Performed troubleshooting for all router, switch, firewall, vpn issues.
- Ensured immediate and proactive responses as well as minimal system downtime by developing server and website alerting monitors.
- Designed fault tolerant environment for all e-commerce sites.
- Designed and implemented Saleslogix CRM system
- Configured and implemented routers, switches, firewalls including creation of ACL’s, NAT’s, MIP’s, VLAN’s, VPN tunnels.

Career

CPP Inc.

Network Administrator

- Managed the internal production environment, Exchange and Active Directory administration, system backups and email filtering.
- Collaborated with the QA and Dev teams to troubleshoot bugs and implement production releases.
- Developed Citrix Remote Desktop solution for remote employee resource access.
- Installed and upgraded the HPUX and Lawson ERP systems.
- Performed troubleshooting for all DNS, DHCP, Exchange and Active Directory issues.
- Selected, configured and managed email filtering solution
- Increased data performance through office migration to 100Mbps LAN.
- Successfully upgraded Microsoft Exchange server from 5.5 to 2000.
- Administered and maintained HPUX, Lawson ERP, and Saleslogix CRM systems.

Career medium 01
Career
Career medium 06

CPP Inc.

Technical Support Advisor

- Provided desktop support to internal staff and technical support to external customers.
- Troubleshot website and software bugs and determined workarounds when possible
- Established and monitored strict implementation of standard operating procedures.
- Consistently surpassed department metrics.
- Consistently received various customer service quality awards.

Career

Hunter College High School

Santa Clara High School