Douglas Suyemoto

Engineer

About

Experienced IT professional specializing in systems engineering and programming/scripting development. Proven track record in creating innovative solutions and improving operational efficiency.

Technical Support Engineer & Developer.

Website: douglassuyemoto.com
City: Duarte, CA, 91010

Degree: Bachelor Of Fine Arts
Email: douglas.suyemoto@gmail.com

Availability: Contractor, Full-Time, Part-Time, Remote, On-Site

Douglas Suyemoto has worked mainly in the Law firm industry, including prominent law firms Latham & Watkins and Sidley & Austin in various roles from server engineer to support engineer. He got his start in IT working at Fry's Electronics assembling computer hardware for personal computers and has continued on this path of learning to build integrations between applications using REST API's and C# as well as creating scripts in PowerShell to automate processes. He is also a U.S. Navy Veteran who worked on nuclear submarines as a Machinists Mate 3rd Class.

In his spare time he likes to fix things, anything from cars to Playstations to remodeling houses. When he's not fixing things, he likes to play poker in Vegas and Los Angeles. He is a former member of MENSA and likes to donate to the ASPCA to help the furry babies.

Law Firms worked for

Certifications Completed active and non-active

Years Of Technical Support in a helpdesk environment

Years Information Technology experience

Skills

HTML Intermediate

CSS Intermediate

JavaScript Expert

Java Intermediate

PowerShell Expert

C# Expert

Python Beginner

Resume

Summary

Douglas Suyemoto

Over 20+ years experience in Information Technology from building PC's to server engineering to programming, I can use my extensive experience to create solutions and solve complex problems.

Systems Engineering
Programming/Scripting Development
Technical Support

Education

Bachelor of Fine Arts, Installation Artist

1992 - 1996

Otis College of Art and Design, Los Angeles, CA

Certifications

Coursera - Computational Thinking for Problem Solving (University of Pennsylvania) - 2020
edX Verified Certificate for Programming with C# - 2016
ICHD 4.0 - Interaction Center Handler Developer (Genesys PureConnect) - 2015
Microsoft Office Specialist, 2003 -- Word, Excel, PowerPoint, Outlook - 2005
Cisco Certified Network Associate - 2001
CompTIA A+ Certified Computer Technician - 2000
Microsoft Certified Systems Engineer - 2000
Experts Exchange Level 6

Professional Experience

Global Technology Support Engineer

2005 - 2022

Latham & Watkins, Los Angeles, CA

Developed JavaScript-based solutions in ServiceNow for customizations and integrations.
Established SDLC environments for ACD system customizations.
Administered ACD servers and applications, providing training to team members.
Customized Cisco Call Center and Genesys PureConnect ACD systems.
Integrated ACD systems with ServiceNow, iManage DMS, and Microsoft Exchange using C# and REST APIs.
Automated tasks using PowerShell, VBScript, and DOS batch scripts.
Managed SharePoint web pages for meeting agendas and analyst training.
Provided 2nd & 3rd tier escalation support for the global helpdesk.

Operations Engineer

2006 - 2008

Jeffer, Mangels, Butler & Marmaro, Century City, CA

Reconfigured server backups using Legato Networker and Veritas Backup Exec.
Enhanced Networker’s staging to disk capabilities through scripting.
Developed documentation and procedures for tape operations and disaster recovery.
Supported helpdesk operations with Level 2 support.
Installed and configured Windows 2003 servers and Microsoft Exchange Server including Citrix Servers for remote access

Senior Network Administrator

2000 - 2006

Bowne Business Solutions, Los Angeles, CA

Upgraded Windows NT 4.0 servers to Windows 2000 with minimal service interruption.
Specialized in Blackberry setup and training.
Resolved network issues and maintained server-based legal software.
Developed backup routines and provided PBX support.
Assisted in migrations and network troubleshooting across multiple sites.

PC Technician

1999 - 2000

Fry's Electronics, Manhattan Beach, CA

Provided customer service and repair for various computer systems, including HP, Compaq, Emachine, Toshiba, and Sony.
Completed software and hardware troubleshooting on Microsoft Windows 95/98/NT and Macintosh OS 7.1-9 computers.
Conducted comprehensive part installations of video cards, sound cards, modems, network interface cards, memory, processors, hard drives, and other components.
Provided Windows NT support for both customer and employee workstations.
Assisted with POS system repair and diagnostics.
Received Service Department Award from Fry’s Electronics in May 2000.

Accomplishments

I think it goes without saying that SDLC must be followed, and in practice it is easy to disregard the cycle, because of perceived cost or expediency, but in the end it really is more costly and takes more time if SDLC is not followed. For that reason, I implemented SDLC when we started building custom applications/integrations to reduce errors, provide ability to easily rollback and to track multiple implementations. -- Doug Suyemoto

SDLC Implementation

Support for all cycles of the Software Development Lifecycle

We were using a ACD or call distribution software that routed calls to our agents. After researching the product and learning the proprietary routing platform based on Java, I was able to create custom routing patterns, eventually building a custom VisualBasic program that would allow us to assign emails to agents using agent data from the ACD system. Another improvement was to integrate our ServiceNow ticketing platform into the ACD system so that our ticket to call ratio increased from about 25% to 100%. -- Doug Suyemoto

Scripting and Integrations

Custom ACD Routing and Integration

In order to facilitate our agents filling out service tickets while on a call, we wanted to provide a "screen-pop" where the ServiceNow page would open after a call was received by the agent. Since our call distribution software did not provide the feature the way we wanted to implement, I developed a C# application to call the appropriate ServiceNow ticket and subsequently filled with call information which "popped" up and displayed to the agent. -- Doug Suyemoto

C# Application Programming

Created Applications in C# to Fill Gaps Not Provided By Software

When RSA suffered a security breach our firm needed to quickly replace our current tokens to over 3000 users. While a manual process was suggested as RSA had not implemented any automated process, I researched how to use RSA's API and learned how to program in TCL/TK to create a small script that would help automate our process. Furthermore, I created a PowerShell script that would send automated emails with the newly created tokens from the TCL/TK script. This reduced our estimated completion of 2-3 weeks to 1 week. In addition, we did not need to allocate 2-4 dedicated agents working around the clock to create and send these tokens automatically, reducing cost substantially. -- Doug Suyemoto

Scripting/Programming

Created TCL/TK and PowerShell Script for Automation

We were suffering an issue with desktops unable to login sporadically and was a longstanding problem. Once we identified it as an consistent issue and analyzed logs from affected machines, we researched the issue and identified a possible documented issue with the Cisco switches that caused the ports to debounce and reset. I proposed a possible fix using a suggested configuration recommended by Cisco advisory article to the central IT support team and were able to eliminate the issue affecting hundreds of users. -- Doug Suyemoto

Network Troubleshooting

Fixed login issues affecting hundreds of users

We had an implementation to save emails to our ServiceNow ticketing system when a ticket was created, however, due to information governance concerns, we needed to store emails within the firm. I proposed setting up an integration that allowed us to save emails to iManage, our internal Document Management System (DMS) and link back to the document in ServiceNow so that it was still easily accessible for the agent. Since ServiceNow did not have a implementation to do that, I created the necessary customization through our ACD platform using SOAP calls to both Microsoft Exchange and iManage and pushed a text file with a link to the iManage document to ServiceNow. We were eventually able to update that to REST calls. -- Doug Suyemoto

Douglas Suyemoto