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Title: |
Support Engineer
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Location: |
US-Texas-Austin
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Work History: |
Boundless Network(www.boundlessnetwork.com)
Austin, TX May 2008 - Present
Windows system administration
Internal IT support
Salesforce and Teamworks administration
Exchange and Pop administration using Postini
Austin Ribbon & Computer (www.arc-texas.com) Austin, TX February 2008 - May 2008
Desktop Support (Texas State Department of Health Services)
Auditing of department software, hardware and computer specific info: Hardware: Dell Desktop & Laptops; Printers: HP (various Models), Xerox - Workcentre Pro & Copycentre; Canon. Software: Phoenix, FoxPro, MS Office, MS Project, Novell, MS XP, MS 2000, PrintKey 2000, BlueZone, Adobe, Citrix, Visual FoxPro, Macromedia Dreamweaver, etc.
Compiled info in MS Excel
Unisys Corp (www.unisys.com) Austin, TX December 2006 February 2008
Help Desk Support Agent (Call Center)
Phone Tech Support for TSA(Transportation Security Administration)
Received Public Trust Security Clearance
Use of Peregrine ticketing database for documenting and tracking calls
Worked to resolve issues regarding: software/ hardware, VoIP and PSTN desk phones, Printers, etc.
Resolved issues using Remote Desktop, Active Directory and proprietary software tools
Referred irresolvable calls to be dispatched to a local tech
Transferred to support DHS HQ( Department of Homeland Security) March 2007
Hardware supported: Avaya, STE, Dell Desktop & Laptops, Lexmark, HP network and desktop printers, Xerox Workcentre, Unisys printers, Blackberrys, etc.
Software supported: MS XP Pro, MS 2003 server, Active Directory, Group Policies and shared, MS Office Pro, Adobe, MS Exchange 2003, SharePoint, etc.
Received Secret Security Clearance
ElectraLink (www.electralink.com) Austin, TX August 2006 December 2006
Field Installation Tech
Installed network cabling and equipment for HP Database Center
Installation, routing, and termination of Fiber and CAT6 cable
Assembly and installation of Panduit Network cabinets and patch panels
Installation of Cisco servers and switches: 6509 & 6511
Integrity Home Systems (www.integrityhomesystems.net) Austin, TX January 2006 August 2006
Field Tech
Residential and commercial installation of low voltage audio/ video/ security home wiring and equipment.
Installation of home automation and vacuum systems.
Servicing and troubleshooting wiring and equipment problems during and after installation.
Products installed and repaired: HAI, Napco, DSC, HAI, RBH, Omni Systems, Matrix Audio, ELAN, GE, etc.
Best Buy (www.geeksquad.com) Austin, TX September 2005 March 2006
CIA Geek-squad agent
Facilitated the complete solution of product sales, upgrades, installations and service.
Responded/ assisted to customer inquiries.
Hardware and Software support: Diagnostics, installations, repairs, upgrades & Data back-ups,
Virus protection, removal and restoration: Symantec, Trend Micro, Zone Alarm, McAfee, Spy Sweeper, etc
Hardware supported: PCs: Dell, HP, Gateway, Compaq, etc; Printers & scanners: Samsung, HP, Lexmark, etc; Networking: Linksys, Netgear, D-link, etc;
C.O.I. Telecom (www.coitelecom.com) Austin, TX June 2003 October 2004
Installer (Time Warner Cable contractor)
Residential and commercial installation of external/ internal coaxial cables per FCC, TWC and city specifications in residential and commercial buildings for Cable TV, Roadrunner and VOIP services
Installation and configuration of Digital Set-top boxes, Cable/ VOIP modems
Installation and set-up of software/ hardware for cable Internet services on customers computers and networks
Customer Relations and sales of services: Digital/ Analog cable, Roadrunner (residential and commercial), HD services, VOD, etc.
Coordinated with Dispatch and Supervisors in the field via Nextel and CB radio
Acme Ace Hardware Lockhart, TX August 2002 May 2003
Yard-helper/ Delivery Driver
Order pulling, Stocking and Inventory of supplies and product.
Delivery of merchandise (Flatbed truck)
AOL Time Warner Cable (www.timewarneraustin.com) Austin, TX June 1998 February 2002
Digital Service Technician
Residential and commercial installation of external/ internal coaxial cables per FCC, TWC and city specifications in residential and commercial buildings for Cable TV, Roadrunner and VOIP services
Installation and configuration of Digital Set-top boxes, Cable/ VOIP modems
Installation and set-up of software/ hardware for cable Internet services on customers computers and networks
Customer Relations and sales of services: Digital/ Analog cable, Roadrunner (residential and commercial), HD services, VOD, etc.
Coordinated with dispatch, supervisors and senior techs
Maintenance of company vehicle and equipment
Resolution of repeat and intermittent trouble calls
Surpassed trouble call quota/ only 3% repeat calls
Began as Installer I and received promotions to: Installer 2, Installer 3, Service Tech I, and Digital Tech.
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Skills: |
Active Directory, Backup Restore, Blackberry/ Exchange support, Dell, Ethernet, LAN/ WAN Protocols, Linux , Macintosh OS, MS Office Pro, Windows 98, Windows 2000, Windows XP, Windows Server 2003, Visual Basic, Virtual PC, VPN
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Education: |
AS degree in Information Technology:
Soft Skills:
Problem Solving:
This course introduces students to problem solving techniques and helps them apply the tools of critical reading, analytical thinking and mathematics to help solve problems in practical applications.
Microeconomics:
This course introduces the economic way of thinking as it provides the basic principles of microeconomics. It is the study of choices made by households, firms, and government and how these choices impact the market economy.
Group Dynamics:
In this course, students examine elements of successful teams and small decision making groups. Emphasis is on communication, critical thinking, and group process techniques.
Strategies for the Technical Professional:
The course reviews characteristics and trends of the global information society including basic information processing, research and computer skills used by the technical professional.
Technical Skills
Operating Systems:
This course serves as a survey on typical internal functions of a generic computer operating system. The computers ability to manage such resources as memory, device, I/O, files and user interfaces, etc., is discussed to rationalize how a computer takes a users command and accomplishes the task. Some typical user interface of popular operating systems will be introduced.
Microsoft Desktop Operating System:
This course introduces general knowledge and skills required in installation, configuration and management of popular Microsoft operating system(s) for standalone and network client computers.
Introduction to Computer Programming: (Visual Basic)
This course serves as a foundation for understanding the logical function and process of computer programming in a given language environment. Basic computer programming knowledge and skills in logic and syntax will be covered. Coding convention and procedures will be discussed relevant to the given programming language environment.
Intermediate Programming: (Visual Basic)
This course is a continuation of Introduction to Computer Programming. Main topics include arrays, file processing, database interaction, SQL, classes and error handling. Hands-on active learning required.
Database Development: (Apache)
Students will be introduced to database design and implementation. Topics include database history, structure, objects and introductory Structured Query Language (SQL).
Network Standards and Protocols:
This course serves as a foundation for students pursuing knowledge and skills in computer networking technologies. Major concepts such as OSI and TCP/IP models, network media specifications and functions, LAN/WAN protocols, topologies and capabilities will be discussed. Industry standards and a brief historical development of major networking technologies will be surveyed in conjunction with basic awareness of software and hardware components used in typical networking and inter-networking environments.
Microsoft Network Operating System I:
The current Microsoft networking server operating system will be the focus of this course. Coverage includes installation, configuration and management of a popular Microsoft network server in relation to its clients and to other servers. Aspects of typical Microsoft client-server network administration functions are discussed.
Microsoft Network Operating System II:
This course serves as an extension on Microsoft network server technologies. Issues on infrastructure administration are discussed. Aspects of active directory technologies will be introduced.
Linux Operating System:
Installation, configuration and management of a Linux operating system will be explored. Focus will be on functions that resemble the UNIX environment. Directory and file management, user account management, and certain device management (such as drives, printers, interface cards, etc.) will be discussed.
Linux System Administration:
This course covers intermediate to advanced system and network administrative tasks and related skills required by a Linux based network. Functional areas include the setup, configuration, maintenance, security and troubleshooting of Linux servers and related services in a complex network environment. Tools and scripting skills associated with these areas will also be discussed.
WAN Technology and Application:
This course discusses typical Wide Area Network (WAN) technologies along with survey on existing services and applications. Introductory router configuration skills will be included.
Network Technology and Service Integration:
Discussions on areas where computer networking and telecommunication technologies converge in todays networking and inter-networking industry. Concepts and case studies of how voice, data and video can be integrated on to one network will be discussed. Extended coverage on router configuration will be included.
Network Systems Management:
Issues on network design and management will be discussed. Focus will be on network performance-based management using some basic network monitoring and analytical tools.
Network Development Capstone Project:
Network design and implementation project to be jointly agreed upon by the student and the faculty member. The project includes major process of product lifecycle such as data gathering and analysis, needs assessment, planning, designing, testing, implementation, documentation, etc., in addition to actually building a simulated network using existing equipment.
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Endorsements
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James has received 4 endorsements.
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James has endorsed 9 Members.
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Rank |
Title |
Location |
Status |
Actions |
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7.769 |
Program Manager / Product Manager |
US-California-Oakland/East Bay |
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Details
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6.986 |
IT Project Manager |
US-Florida-Ft. Lauderdale |
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Details
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6.847 |
Network Engineer/Systems Administrator |
US-Texas-Austin |
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Details
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5.717 |
Systems Administrator |
US-Texas-Austin |
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Details
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5.680 |
Systems Enineer |
US-Texas-Dallas |
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Details
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5.677 |
System Administrator |
US-Texas-Austin |
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Details
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4.094 |
Network Systems Administrator |
US-Texas-Austin |
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Details
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4.091 |
IT Systems Administrator |
US-Texas-Austin |
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Details
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4.091 |
Systems Support Admin (512) 897-7601 |
US-Texas-Austin |
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Details
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1.004 |
Blackberry Support |
US-Georgia-Atlanta |
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Details
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Public Messages
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No public messages. |
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