Professional Experience

15+ Years of PC Experience (Windows/Dos/Linux/Unix)
12+ Years Direct PC support experience
12+ Years of Helpdesk / Technical Support Experience
10+ Years of Network Service Troubleshooting Experience
10 Years Lotus Notes Experience
12 Years Microsoft Office Experience
11 Years of Unix/Linux Server Experience
Strong in PHP, DNS, SMTP, HTTP, TCP/IP and FTP
Experience with HTML, Perl, Bash, Curl, Pascal, C, C#, C++, Javascript and XML.

Configured and administered Servers, IPtables based Firewalls and Desktop units.

Soft Skills

15 Years of Customer Service experience
10 Years of Leadership, Peer Mentoring and Training Experience
Training in Conflict Resolution and Negotiation
Very Strong diagnostic background

Education and Certifications

Bachelor’s Degree in Computer Science
MCP
Sun TCP I & II Certification

Availability: Negotiable

Preferred Location: London Ontario or SouthWestern Ontario

Employment History

September 2011 – Now

Systems Administrator – Execulink Telecom (London & Woodstock)

Working with Mail servers, IPTV (Minerva), QoS for IPTV (Mariner) and the day to day of a Linux based environment; building scripts, writing documents, assisting resolving customer issues.

June 2011 – September 2011

Unix Systems Analyst – Unnamed Financial Firm

Supporting Solaris 8 & 10 Servers, building proof of concept Linux Servers.

May 2009 – May 2011

Senior Linux Systems Administrator – Autodata Solutions Limited.

Working as the Senior Linux Server Admin for a web hosting and data technology company. Maintaining Web sites, Data Services and Network access for Automotive industry clients. Currently responsible for 116-130 active servers running Redhat Enterprise Linux 5, Fedora Core 4, Redhat Enterprise Linux 4, CentOS 5 and various other distributions.

Notable Accomplishments

Replaced multi-step install and update process for Tomcat Based Applications with single-step scripted install.
Automated log backup and retrieval system for Tomcat and Apache servers, created automated Triage system for downed servers.
Augmented IDS system with easy-to-use and proactive monitoring system.
Created import system for data feeds. Created modular update system for the same.
Created remote cache clearing system via a command line and web based system, reducing a 8 to 16 step process to a single command or mouse click. Saving 5-20 minutes of productive time.

Use of Time: 85% System Administration & Monitoring, 15% Solution design and documentation.

Technical Environment: Windows (2000,2003,2008,XP), Linux (Redhat, Fedora Core), MySql, Active Directory, Ethereal, WireShark, ssh, WinSCP, Visual C#, Microsoft ISA (2000, 2004), Sendmail, Postfix, Microsoft Exchange, Apache, Tomcat, Curl, Visio, snort, AANVAL, Wink, Microsoft Office, Telnet. Server platforms, Raid Arrays, Racks 1-3 U.

November 2008 – May 2009

Linux Server Administrator

Worked as a Linux Server Admin for a web hosting and data technology company. Maintaining web sites. Data Services and Network access for Automotive industry clients.
Use of Time: 100% System Administration & Monitoring.

Technical Environment: Windows (2000,2003,2008,XP), Linux (Redhat, Fedora Core), MySql, Active Directory, Ethereal, WireShark, ssh, WinSCP, Visual C#, Microsoft ISA (2000, 2004), Sendmail, Postfix, Microsoft Exchange, Apache, Visio, Wink, Microsoft Office, Telnet. Server platforms, Raid Arrays, Racks 1-3 U.

April 2008 – November 2008

Contract IT Support IBM

Senior Desk-side IT support analyst at Labatt Brewery in London, Ontario.

DUTIES

Inventory, PC repair, PC Service, Software installation, PC troubleshooting, Issue Diagnosis.

Use of Time: 65% Issue Diagnosis and Repair, 35% IMAC

Technical Environment: Windows XP

Mar. 2002 – Aug. 2007 Symantec Corporation US and Canada

Senior Technical Support Engineer ( Grade 8 )

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 Canada

Senior Technical Support Analyst (Grade 7)

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.
Acted as Backup Supervisor. Created Training Content. Created team interviews. Setup and tear-down of customer environments to reproduce issues. Interviewed new Hires.

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 Contracts 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 Canada

Technical Support Analyst (Grade 5 &6)

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

Contact me here:
kevinwardrop@nitemayr dot com(replace the ” dot ” with “.”)

Resume / CV