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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 April 2008 November 2008
Support Engineer
Technical Support of 250 + users which included satellite offices and remote Sales Professionals
Administration of applications and Saas: Salesforce, TeamWorks, Active Directory, Outsourced email service(Exchange & POP), MS Dynamics, SAGE, EFax, Yahoo Group,
Responsible for onbaording and offboarding of personnel
Managed issues and requests via database tracking tool: FogBugz
Coordinated with 3rd party vendors and suppliers
PDA configuration and support for on and off-site users
Monitoring and management of local and remote networks via Big Brother & Solarwinds
Assisted in coordination and implementation of Exchange migration
Assisted in back-up/ restore management of servers via Symantec Exec Back-up
Printer and fax support: HP 2600, 5035 MPF, 2950 & 3800.
OS imaging/ cloning using Acronis & Ghost
Austin Ribbon & Computer (www.arc-texas.com) Austin, TX February 2008 April 2008
Desktop Support (Texas State Department of Health Services)
Auditing of department software, hardware and all IT equipment for 1000+ users.
Coordinated with inter-departmental staff
Backup & migration of data for pc upgrade: profile, .psts documents, etc.
Sysprep of new pcs for first use on domain
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.
Support of all TSA personnel located at all airports and TSA HQ
Resolved issues using Remote Desktop, Active Directory and proprietary software tools
Referred irresolvable calls to be dispatched to a local tech
Transferred to DHS HQ Tech support( 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, MS Office Pro, Adobe, MS Exchange 2003, SharePoint, etc.
Achieved high metrics daily
Active 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;
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Skills: |
Active Directory, PDA support, Ethernet, LAN/ WAN Protocols, Linux , Macintosh OS, MS Office, Windows OSs (98 Vista), Windows Server 2003, Visual Basic, CiscoVPN, TeamWorks, Covad, Salesforce, MS Dynamics, Anti-virus software, Acronis, Ghost
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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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9.596 |
Product Project Manager |
US-California-San Francisco |
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Details
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7.703 |
Network Engineer/Systems Administrator |
US-Texas-Austin |
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Details
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7.188 |
IT Project Manager |
US-Florida-Ft. Lauderdale |
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Details
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5.815 |
Systems Administrator |
US-Texas-Austin |
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Details
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5.759 |
Systems Enineer |
US-Texas-Dallas |
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Details
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5.758 |
System Administrator |
US-Texas-Austin |
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Details
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4.215 |
Network Systems Administrator |
US-Texas-Austin |
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Details
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4.213 |
IT Systems Administrator |
US-Texas-Austin |
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Details
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4.213 |
Systems Support Admin (512) 897-7601 |
US-Texas-Austin |
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Details
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1.001 |
Blackberry Support |
US-Georgia-Atlanta |
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Details
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Public Messages
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Date |
Message |
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06.06.11 |
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