JEROME BULLERT 831- 2 3 4 - 2 0 2 3 • [email protected] www.innovativesupport.com/about/about - jerome.html www.linkedin.com/in/jeromebullert/ • S a n Francisco Bay A r e a

Talented leader with a proven track record of successfully managing and delivering technical and support services for both enterprise customers and consumers in the Internet, SaaS and PaaS industries. Expert in building high performing teams with limited resources. Demonstrated ability to effectively mentor, motivate and develop team members. Skilled in communicating complex technical topics to all audiences. History of delivering innovative, effective solutions.

PROFESSIONAL EXPERIENCE Stellus Technologies, San Jose, California Stellus Support August 2019 – April 2020 Provided Installations and technical support of the record-setting network storage solution. Managed, edited Installation and &Deployment documentation.

Akamai Technologies, Inc., Santa Clara, California Technical Support Manager March 2016 – November 2017 As Manager of Americas West Digital Media Support: Managed teams in California and Costa Rica supporting the world’s largest media companies in the use of Akamai’s digital media products during the Americas West Coast hours.

Akamai Technologies, Inc., San Mateo, California Operations Manager, Technical Program Manager July 2011 - September 2016 As Manager of Event Support: Built and led Akamai Customer Care's Event Support Group, delivering the Event Support product, Akamai's highest support service level; effectively a managed service. Devised custom Event Support packages for special events. Negotiated pricing of Event Support on special cases. Implemented supplemental pay programs for Event Support engineers around the globe. Reported to senior management and executives on the status of 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 events, from product launches to the world’s highest profile events. • Grew Customer Care Akamai Event Support adoption to over 5,400 hours of Event Support coverage per year.

Akamai Technologies, Inc., San Mateo, California Technical Support Manager July 2011 - February 2016 As Manager of Weekend Support: Managed Akamai Customer Care's Weekend Team, comprised of staff working 12+ hour shifts, stationed in India, Costa Rica, Poland and the U.S. East and West Coasts. Supervised several Professional Services employees, in addition to technical support personnel. Instituted supplemental work/pay programs for on-call personnel in multiple international locations. Acted as Escalation Manager for multi-customer service incidents. Designed, published weekly reports of weekend metrics, details on key issues; reports presented to senior management and executive teams. • Achieved goal #1: Gave weekday Akamai employees their weekends off by preventing 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 all of Akamai’s services including both streaming media and web site delivery products, SiteShield, EdgeComputing, NetStorage, and the EdgeControl Management Center. Diagnosed problems on both the Akamai platform/services and customers' origin servers. Acted as 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 knowledge-base articles to address service issues. • Q4 2009 Akamai Customer Care MVP. • Honored by an 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, San Francisco Bay Area General Manager September 2001 – December 2010 Company owner, Support and Operations Consultant. Provided technical, operations, and support management consulting services to startups in the San Francisco Bay Area, 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, numbering over 70 total staff, the Netscape Help site, Universal Registration system (“UREG”), Member Privacy and Security, and the Netscape Abuse Team. Managed and supported external support partner. 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 Technical Program Manager November 1998 - January 2000 As Manager of Netscape Registration & Partner Support: Managed Netscape Netcenter's Universal Registration system (“UREG”), the central registration and authentication system for all Netscape Netcenter services. 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 and advocate of Netscape members in initiatives across the AOL Time Warner brands. • Designed a Help system that reduced Netscape’s 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 Engineer/Lead July 1997 – November 1998 As Netscape Insight Support Engineer/Lead: Supported Insight (the “world’s first Extranet") members in registration, authentication and access to Insight, 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 and technical documentation. Designed 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.

CERTIFICATIONS ITIL Foundation in IT Service Management APMG International

COMMUNITY INVOLVEMENT/VOLUNTEER EXPERIENCE • Advocate for children in the foster care system - CASA of Santa Cruz County (“CASA”) – since April 2010 • Disaster Service Worker - San Lorenzo Valley Community Emergency Response Team (“CERT”) - since December 2004