JEROME BULLERT 831- 2 3 4 - 2 0 2 3 • [email protected] www.linkedin.com/in/jeromebullert/ • Ben Lomond, California 95005

TECHNICAL MANAGER Support • Operations • Escalations • Crisis • Technical Content Compliance • Contracts • Vendors • Customer Relationships

SUMMARY • An accomplished professional with a proven track record of eliminating waste, increasing efficiency and growing revenue. • Strong leader able to motivate, coach and guide staff to reach their full potential. • Demonstrated success in managing cross-functional teams dispersed across multiple international locations. • Deep understanding of the needs and behavioral characteristics of both consumer and technical audiences. • Able to translate complex technical topics to all audiences. • Certified: ITIL Foundation in IT Service Management

PROFESSIONAL EXPERIENCE Akamai Technologies, Inc., Santa Clara, California Technical Support Manager March 2016 – November 2017 As Manager of Americas West Digital Media Support: Managed support of Akamai’s Digital Media products during the Americas West Coast hours, leading a team with staff located in Santa Clara, California and San Jose, Costa Rica.

Akamai Technologies, Inc., San Mateo, California Operations Manager, Product Manager July 2011 - September 2016 As Manager of Event Support: Built and led Akamai's Event Support Group, delivering the Event Support product, Akamai's highest support service level, on customers' online events. Devised custom Event Support packages for special offerings. Negotiated pricing of Event Support on special cases. Implemented supplemental pay programs for Event Support engineers around the globe. Regularly reported to senior management and executive teams on the metrics and status of in-progress and completed major events. • Delivered over 340% growth in annual Customer Care Event Support revenue; higher revenue in Olympics years. • Successfully delivered Event Support on hundreds of customers' online events, including: • 5 Superbowls, for multiple broadcasters, advertisers and other types of customers each. • 5 NCAA March Madness tournaments • multiple NFL seasons, the 2014 FIFA World Cup, the 2014 Winter and 2016 Summer Olympics, for multiple customers each.

Akamai Technologies, Inc., San Mateo, California Technical Support Manager July 2011 - February 2016 As Manager of Weekend Support: Led Akamai Customer Care's Weekend Team, comprised of staff working 12+ hour shifts, stationed in India, Costa Rica, Poland and in the United States on both the East and West Coasts. Supervised several Professional Services employees, in addition to technical support personnel. Instituted supplemental work/pay programs in multiple international locations. Acted as official Escalation Manager for multi-customer service incidents. Designed, published weekly reports of weekend metrics, with details on priority issues; reports which were presented to senior management and executive teams. • Achieved goal #1: Gave weekday Akamai employees their weekends off. Eliminated most weekend escalations. • Successfully managed Akamai Customer Care's most demanding shift, which ran more than 48 hours straight. • Mentored, developed multiple employees from new hires into becoming among Akamai Customer Care's best.

Akamai Technologies, Inc., San Mateo, California Senior Technical Support Engineer January 2007 – July 2011 Supported customers on the Akamai platform and services including: HTTP Content Delivery, HTTP Downloads, Streaming Media, SiteShield, EdgeComputing, NetStorage, the EdgeControl Management Center. Diagnosed problems on both the Akamai platform/services and customers' origin servers. Acted as official Escalation Manager for multi-customer service indents. Acted as Tier 2 for other staff on the EdgeControl Management Center, reporting and related services, Presented quarterly trainings to the Customer Care team on important topics. Authored and published knowledge-base articles to address service issues. Supported all Internet-related protocols: DNS, HTTP/S, TCP/IP, SSL/TLS; using multiple diagnostic tools: SSH, Wireshark, telnet; on multiple server platforms: Linux, Unix, Apache, Windows, Akamai gHost. • Winner: Q4 2009 Akamai Customer Care MVP Award. • Honored by a critical HTTP Downloads customer for resolving an Akamai reporting/billing bug and blocking download pirates. • Accolades from a prominent e-commerce customer for outstanding, exemplary support during a major site outage.

Innovative Support, Felton, California General Manager September 2001 – December 2010 Company owner, Support and Operations Consultant. Provided technical, operations, and support management and consulting services to clients, on-site and remotely, including: Crisis prevention and management; management of support teams, tools, and documentation; system administration of servers and services; and operations management of sites, facilities, partners and vendors. Managed all aspects of the business itself: operations, legal, compliance, financial, tax, marketing, sales, technical. • Designed and published a multi-branded Help site, allowing instant integration of a client's new virtual ISP partners. • Produced an enhanced, significantly more deeply branded version of the Mozilla suite template

Netscape Communications Corporation (AOL Time Warner), Mountain View, California Technical Support Manager January 2000 - May 2001 As Manager of Netscape Customer Care: Led Netscape Netcenter's internal and external (outsourced) support teams, number over 70 total staff, the Netscape Help site, Universal Registration system (“UREG”), Member Privacy and Security, and the Netscape Abuse Team. Managed training of, and escalations from, external support partner. Evaluated, hired, trained internal Support team members. Composed and produced the Netscape Customer “Help” experience, including Customer Support and Feedback channels. Handled fulfillment of subpoenas, “requests to preserve”, and other legal filings, escalated from Netscape Legal, Security, Law Enforcement and senior management. Retained all duties of previous position: Manager of Netscape Registration & Partner Support. • Built the new Netscape Customer Care organization from the ground up. • Championed the return of active support to Netscape's consumer products and services.

Netscape Communications Corporation (AOL Time Warner), Mountain View, California Program Manager November 1998 - January 2000 As Manager of Netscape Registration & Partner Support: Managed Netscape Netcenter's Universal Registration system (“UREG”), an application processing over one million transactions per day, served by web and application servers running on multiple LDAP directories and Oracle databases. Also managed Member Privacy and Security, and the Netscape Abuse Team. Supported partners in their use of the Netscape Registration API. Provided Registration support to internal and external partners. Enforced Netscape privacy and security policies, Terms of Service/Terms of Use, and addressed spam and UCE complaints. Provided Level 2, Escalation Support for browsers and Netcenter services. Guardian, advocate of Netscape members across AOL Time Warner brands, initiatives. • Wrote and published a new Help system that reduced UREG support volume 95% and saved $33,000 per month in support costs. • Implemented Netscape's compliance with the Children's Online Privacy Protection Act (COPPA).

Netscape Communications Corporation, Mountain View, California Technical Support Manager July 1997 – November 1998 As Manager of Netscape Insight Support: Insight was Netscape's Extranet for OEMs, enterprise customers, channel partners, value added resellers (VARs), and analysts, designed to provide secure access to software, sales and marketing materials, technical product documentation and Netscape's online support systems. It was said to be “the world’s first extranet.” Directly supported Insight’s 12,000+ members, including in the use of digital certificates within browsers to authenticate to the site. Designed, launched, and managed the Netscape Insight Sponsorship Tool, an intuitive application that allowed secure management of Insight members’ access rights by Insight sponsors, and management of Insight sponsors access rights by Insight business owners. Recruited, trained, supervised junior support personnel as needed for special projects. Technical Writer: Authored, published FAQs a and Help pages.

EDUCATION Bachelors – Equivalent Experience – Work and business experience said to be equivalent to at least a Bachelors degree.

VOLUNTEER WORK • Court Appointed Special Advocate (“CASA”) - CASA of Santa Cruz County – Since April 2010 • CERT team member - San Lorenzo Valley Community Emergency Response Team (“CERT”) - since December 2004