Mike Mowen

Astreya provides on-site hardware operations and logistics services to Google • Currently managing service delivery operations for 11 different product development programs at Google, consisting of 43 employees, managers, program managers, project coordinators, logistics analysis and hardware technicians. Responsible for all functions from help desk support, SLO compliance, inventory management of over 30,000 phones, watches, TVs, smart devices, laptops, distribution of new devices to Google engineering teams, customer MBRs/QBRs, escalation management, and employee staffing and development. • From August 2023 to March 2024, managed Google’s Chromebook Operation, which consists of 17 Hardware Technicians, four Project Coordinators, one Logistics Coordinator and others whose core job is to receive, configure and test over 2,000 Chromebooks per month before new devices are shipped to Google Engineering for new product testing and qualification. Chromebook Operations inventories 50,000 Chromebooks in Google’s San Jose warehouse. • Implemented process consistency and best practices across all programs, measured SLO compliance and cycle count accuracy, identified areas for improvement and automated processes to achieve eight consecutive months of 100% SLO and cycle count compliance. E-wasted over 8,000 end-of-life devices and corrected data entry entries and ensured accurate customer reporting. • Implemented regularly scheduled customer business reviews.

• Managed medical device escalations for large hospitals and pharmacies utilizing Omnicell's Point-Of-Care medication management systems. • Provided oversight for a 100-cabinet RMA replacement project, which tracked each replacement serial number through the project plan to ensure chain of custody. Saved company over $230K in replacement cost by identifying equipment, which was not eligible, but included in the plan. • Collaborate and worked cross-functionally with Engineering, Customer Success, Account Management and Professional Services to identify and implement root cause corrective and preventive actions to improve product reliability and customer satisfaction. • Developed go to green plans, gained internal and customer alignment, met with internal stakeholders regularly, published success metrics and progress, and closed multiple escalations and regained customers growth mindset.

• Managed day to day Level 3 team with 7 engineers in US and 7 in Bangalore India owning all customer escalations, application escalations, executive escalations, root cause analysis for service outages, implementing corrective actions and authoring customer facing documentation. Lead recovery efforts and managed resources to restore services when service interruptions occur. • Managed program for root cause analysis process for all customer facing service outages. Averaged 6 RCAs per month. Performed in depth analysis of logs, set up and reproduce problems, reviewed code for defects and logic errors, logged software defects using Jira for SW Engineering, identify and implement short term workarounds until permanent solution deployed. • Implemented a top 10 prioritized software defect list and weekly review process with Engineering and Product Management for Engineering to fix based on customer impact and operational impact. Top 5 defects were incorporated into next release, which reduced time customers had to wait for product fixes. • Program managed for 2.5 years a cross functional team including Engineering, Product Management, Customer Success, and Operations to buildout an application for our number 1 customer that must support 80,000 users with an average search time of 4s. Program took 7 months to achieve average 4s search time from previous average of 16s. When cutover to 80,000 users only 1 customer facing ticket opened in first 7 days. • Implemented and practiced Site Reliability Engineering methodology (SRE) • Collaborated with Engineering, QA, and Product Management to establish application performance standards that product must be designed to achieve. With agreed to design performance metrics for reports, average search time and query times customer satisfaction increased from ticket surveys since the application performed more consistently release to release. • Smarsh acquired Digital Safe business from Micro Focus in February 2022.

Managed 14-person 24x7 L1 infrastructure monitoring team (NOC) with 7 in Bangalore India and 7 in California. Managed day to day team responsible for actioning Nagios based monitoring alerts, performing first level resolution per SOPs, and escalating tickets based on internal SLO objectives and procedures. • Digital Safe business is a highly secure cloud-based SEC Information Compliance and Archiving Service to the world’s largest financial institutions. Digital Safe archived 1B emails every 18 days and 800PBs of data in its history. Current data center infrastructure has over 5,000 physical servers, 40,000 Linux virtual servers, 100,000 disk drives and 700 networking devices located in over 12 global data centers. • Program managed weekly continuous improvement meeting focused on reducing high volume alerts and internal tickets as mean to improve customer satisfaction and employee efficiency. Within the first 8 months of the program alerts and tickets were reduce by 25% from a monthly average high of 25,000 alerts and 3,000 tickets. This was accomplished by collecting metrics, paretoing data, identifying root cause of problems, implementing corrective actions, reducing overall volume of activity, and continuing to meet weekly. • Reduced SLA credits by $300,000 annually and fixed chronic SLA violations in past 24 months by understanding SLA requirements, tracking compliance processes daily, identifying root causes of non-compliance, implementing corrective and preventive actions and continuous collaboration and monitoring of all SLA commitments • Micro Focus acquired HP’s software business in 2017.

• HP recruited me back in 2013 after HP acquired Autonomy, to restore operational excellence to the Digital Safe service. • Developed global Incident Management staffing model to determine how many people, what shifts, what hours and what locations were required to support the customers and business 24x7. Obtained headcount approval, hired 27 new headcounts and expanded global Operations team to 80 from 53 and had a fully staffed 24x7 Operations team. Strategically added Linux System Administrators and customer-oriented staff in Pleasanton, Chicago, Cambridge UK and Bangalore. • Reduced Incident ticket backlog and daily escalations by over 50% by implementing basic practice that every ticket had to always have an owner. Reduced open backlog from 1,600 open tickets with 40% ownership to 600 open tickets with 100% assigned ownership. • Implemented a dedicated SW “Upgrade” team. There on average is 1 software upgrade every weekend. Historically this was done by on-call resources and rotated week by week. This model lacked consistency and accountability. Therefore, hired and trained a manager and two dedicated software upgrade engineers who work a Wednesday through Saturday shift and whose core job responsibility is to do upgrades. Now upgrades are completed in under 10 hours down from 24 hours, we are doing 2 a weekend rather than 1 and we have management accountability for driving corrective actions to continually improving this process. • Implemented program for tracking all service outages, root cause analysis status, service uptime and conformance to SLAs. The goal is to achieve 100% uptime. This is a major area for improvement. The organization is immature in its RCA capabilities, so we are managing actions around getting test systems in place so Operations and reproduce issues, getting Engineering engaged on formal root cause analysis and corrective actions, tracking availability and implementation of fixes, increasing availability of services.

• Managed 24x7 level 2 Technical Support staff that provides highly responsive follow the sun technical support on the world’s fastest disk-based storage solutions to enterprise customers. • Manage 11 Technical Support Engineers who are in Chatsworth CA, Sunnyvale CA, India, Germany and Ireland • Logged and resolved over 200 new support cases per week. • Implemented a formal Severity 1 escalation process to manage, track, resolve and identify root cause analysis for all storage and performance related outages. Averaged 5 escalated events per week. • Managed program for implemented Oracle CRM system in July 2012 as new application for tracking and managing all Support cases. Implemented management reports for measuring and improving core SLA service delivery processes as first touch, closure, and case resolution performance. Program deployed on time. • Developed employee training program to increase knowledge and versatility of the 11 Support Engineers, which ultimately prevented fewer escalations and faster cases resolution performance

• Joined personal friends’ company as VP of Operations to help implement operational processes and structure that enabled the company to improve the delivery of services and to scale business 5X in the next 24 months. • Key accomplishments include hiring and onboarding technical recruiters and support staff, automated applicant tracking system in ZOHO, and implementing Big Time automated time tracking application for invoice management and customer DASH reports. Also started Technical Recruiting Division, which is cash flow positive and growing.

•Manage 15 full time escalation engineers responsible for Severity 1 escalations, problem resolution, system recovery, root cause analysis, service incident reports, customer communication and customer satisfaction. •Work closely with development engineering on performing and identifying root cause analysis on Sev 1 system outages. •Managed and closed over 60 Sev 1 cases in past 12 months. Have enhanced customer loyalty and rescued over 20 million dollars in new revenue by effectively managing incident and working with customers on root cause findings and implementing preventive actions. •Experienced and effective in resolving performance and data corruptions incidents.

• Manage 24x7 Global Service Operations, including Technical Support, Escalations, Customer Services, RMA Logistics and West Coast Field Service, and maintenance contract support. • Manage customer escalations through final resolution by performing failure analysis, understanding real root causes, and implementing appropriate corrective actions. Publish Critical Account Reports to executive staff weekly. • Reduced in first 120 days of employment inventory levels for outstanding Advance Exchanged RMA parts to under $200K from $3.6M by reconciling outstanding transactions, retrieving, and receiving defective parts from the field, processing legacy RMAs, and invoicing customers for non-return of parts. • Selected, justified, negotiated contract and pricing, and implemented Kodak Field Services to perform worldwide on-site break-fix server support for 42 Rackable’s contract customers in 5 countries and 29 cities. • Reduced by 80% outgoing RMA shipments by releasing gold standards for diagnostic tools, regular training for Technical Support staff, troubleshooting customers’ kernel and OS issues, understanding new cases, and managing actions more effectively. • Manage 22 full-time System Support Engineers supporting over $4.8M in service contracts, 220,000 servers, the 5th fastest supercomputer in the world, and 200 customers from Bay Area thru Vancouver, Canada. Half of the staff worked on-site with customers via professional service agreements, and the other half of the staff supported the remaining customer base. • Integrated all Rackable service programs and processes into SGI’s proven mature processes and applications • Developed service strategy and sold major aerospace customer over $500,000 in on-site support professional services • Developed and implemented a logistics plan for stocking spare parts locally to support 4-hour on-site Service Level Agreements.

•Manage all organizations delivering email archiving services to financial customers, which includes 24 x 7 Customer Support, NOC, Data Center Operations, Network Services, QA, Logistics, Infrastructure tools and Security. •Responsible for SLA conformance, service delivery processes, quality improvement processes, and customer satisfaction. •Selected, implemented and scaled 3 geographically diverse data centers to over 400 racks of equipment, 4,300 Linux servers, 7.0 petabytes of storage, 22,000 disk drives, 8 back up libraries, and over 300 redundant networking devices. •Currently archived over 1 billion emails every 45 days with over 99.9% service level availability. •Currently managing data centers in Sacramento, Las Vegas, Boulder CO, and 2 data centers in London. •Experienced with SAS 70 audits and sustaining conformance. •Service availability consistently exceeds 99.9%. •Manage $21M operating expense budget. Capital expenditures for 2008 will exceed $8.0M. •Manage all vendor contracts, equipment justification and purchases, logistics planning for out of warranty equipment, and technology refresh programs. •Managed 82 new customer installations in past 48 months. •Implemented customer satisfaction process. •Increase satisfaction 8% in last 6 months. •Developed, implemented and manage Business Continuity and Disaster Recovery programs.