Resume
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Qualifications |
Professional Experience Strong in PHP, DNS, SMTP, HTTP, TCP/IP and FTP Experience with Pascal, C, C++, Javascript and Ajax. Configured and administered Servers, Firewalls and Desktop units.
Soft Skills 15 Years of Customer Service experience Strong diagnostic background MCP in Windows 2000, Active Directory, Migration, Implementation Sun TCP I & II Certification Emerald Support Certification – Supported 20 Products Platinum Support Certification – Supported 8 Products Gold Support Certification – Supported 2 products |
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Employment History |
Aug. 2007 – Now Various CanadaSelf-Employed / Contract IT Analyst / Web MasterConcentrated on Web design and Contract work. Most Recently on Contract with TES & IBM to provide desk-side IT support to the Labatt Brewery in London.
Mar. 2002 – Aug. 2007 Symantec Corporation US and CanadaSenior Technical Support Engineer ( Grade 8 )Grade 8 technicians or Senior Product Support Engineers are considered expert support agents with their product lines able to set support standards and create policy regarding supporting those products. Titular Team Lead of North American Support team for Messaging and Web Security products. Speaks on behalf of Symantec and Sales conferences. Creates and delivers training used by all of Symantec. Traveled to customer sites to perform emergency in-person support.
DUTIES Senior phone and helpdesk support, Team Leader of Level 2 Support in Springfield Oregon. Handled customer escalations. Liaison with Level 3/Development. Represented Customer interests to development. Voluntarily carried cell phone to act as after-hours helpdesk. Maintained Knowledge Base. Monitored Queues. Created Training Content. Created team interviews. Set employment standards for team. Interviewed new Hires. Self-Evaluated Performance. Provided Product Training. Traveled and presented on behalf of Symantec at Customer Conferences. Supported Email, Web and Network Attached Security products. Setup and tear-down of customer environments to reproduce issues. § Conceived and Implemented a MySQL backed help desk tracking and metrics tool in less than 48 hours. § Created a multi-network web-based helpdesk feedback tool for tracking Helpdesk performance. § Created encryption methods to obfuscate said multi-network feedback. § Created and led Global Action and Communications in crises. § Discovered source of vulnerability in Symantec Mail Products. § Gave address on AntiSpam technology at Washington DC customer conference § Received Customer First award.
Use of Time: 35% Issue Reproduction and diagnosis, 25% Helpdesk/Customer Contact, 15% Leadership, 15% Training and Documentation, 10% Customer visits/Conferences
Technical Environment: Windows (2000,2003,XP), Linux (Redhat, SuSe, Debian), Solaris (5,6,7,8,9), Active Directory, Ethereal, WireShark, ssh, WinSCP, Visual C#, PhpEd, Siebel, Symantec Mail Security for SMTP, Symantec Web Security, Symantec Scan Engine, NetApp (Various), Microsoft SharePoint, Microsoft ISA (2000, 2004), Sendmail, Postfix, Microsoft Exchange, Apache, Visio, Wink, Lotus Notes, Microsoft Office, Domino, Telnet. Nov. 1999 – Mar. 2002 Symantec Corporation CanadaSenior Technical Support Analyst (Grade 7)Grade 7 technicians or Subject Matter Experts are considered expert support agents with their product lines. As the most senior technician and I was also a team leader, which meant monitoring the day-to-day performance of the team, mentoring new hires and creating the interviews for new prospects. Additionally I was responsible for creating and presenting new hire training, appearing at sales conferences to speak about our products and coordinating global responses to software crisis.
Daily Work A typical day included connecting to customer machines to resolve trouble tickets, checking in with Development for ongoing bug fixes, connecting to monitored machines, checking in on monitoring software, and taking incoming cold support calls from customers.
DUTIES Performed high-level issue diagnosis and direct phone support. . Handled customer escalations. Liaison with Level 3/Development. Represented Customer interests to development.
§ Supported HTTP, SMTP and ICAP based Filtering, AntiVirus and AntiSpam solutions. § Supported first ever Unix based products at Symantec (Eclipse/URLabs). § Created free streaming audio solutions for “Radio Symantec†to harmonize cross country support sites. § Received Two A+ awards for excellence. § Recruited to support large Government Contract on 24 hour basis.
Use of Time: 35% Issue Reproduction and diagnosis, 25% Helpdesk/Customer Contact, 15% Leadership, 15% Training and Documentation, 10% Customer visits/Conferences
Technical Environment: Windows (2000,XP), Linux (Redhat), Solaris (5,6,7), Ethereal, ssh, WinSCP, phpEd, Norton AntiVirus for Email, Symantec Web Security, I-Gear, Symantec AntiVirus Scan Engine, NetApp (Various), Sendmail, Postfix, Microsoft Exchange, Apache, Visio, Wink, Lotus Notes, Microsoft Office, Domino, Active Directory, Telnet.
Apr. 1997 – Nov. 1999 Symantec Corporation CanadaTechnical Support Analyst (Grade 5 &6)Grades 5 & 6 are direct support agents. There were some light helpdesk and training duties. I was responsible for taking X number of calls per day and maintaining call records and customer satisfaction. Knowledge base article creation was encouraged. All product support was on the Windows Platform.
§ Phone based support agent (Front Line Support) § Set new standards for phone call numbers (averaged 30 calls per day when the standards were 15) § Received 1 A+ Award for customer service excellence. § Supported Winfax. Winfax for Networks, PCAnywhere and ACT!
Use of Time: 65% Customer Contact, 15% Issue Reproduction, 10% Helpdesk, 10% Training and Documentation
Technical Environment: Windows (2000, 95, NT), Modems, WinFax, PCAnywhere, ACT!, WinFax for Networks, Lotus Notes, Microsoft Office
Nov. 1996 – Oct. 1997 Kelly Services. CanadaTemporary Technical Staff§ Worked at IBM in Technical Support § Worked for Symantec Corporation as a temp
Use of Time: 95% Customer Contact, 5% Skills Development
Technical Environment: Windows (2000, 95, NT),
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Interests |
Reading, Public Speaking, Film, Comedy, Music, Photography, Computer Games, Writing, PC Security, Linux, Travel and Politics. |