Raymond Allen

**** ***** ******* ** ** Highway #613

Austin, TX 78731

Tel:512-***-****

Email: acdlab@r.postjobfree.com

I am a Support Specialist with a full understanding of the software development project life cycle. I

have proven experience in learning and excelling at new technologies. I have over fifteen years

experience in supporting both internal and external clients.

Technical Skills

OS’s:

Windows XP/Vista/Server, Mac OS X, Fedora/Red Hat Linux, Solaris, AIX, HPUX, CentOS

Tools:

SVN, Bugzilla, Wiki, Windows Debugger, ZenDesk, Salesforce, SharePoint, Lotus Notes,

VMWare, Hyper V, Access Manager

Databases:

MS SQL Server; Oracle; DB2

Interfaces:

DNS, DHCP, and TCP/IP routing

Webgateway:

Bluecoat ProxySG, Baracuda Firewall, F5 BigIP Load Balancer

Languages:

JAVA, TCL

Technologies:

SSL, SSH, Single Sign On, VoIP

WORK HISTORY

Feb 2010 Senior DevOps/Support Engineer

to Jan 2013 Quarri Technologies

Austin, TX 78735

Senior Support Engineer for software development company specializing in security

products. Served as point of escalation contact for second level troubleshooting with

end to end ownership for technical support. Duties and responsibilities included the

following:

End to end support of clients and partners in installation and configuration of

•

Quarri software suite of products.

Setup and managed the support portal, which included creating client accounts,

•

and the creation and maintenance of knowledge base.

Provided sales support, including the installation and maintenance of all product

•

demonstration equipment.

Responsible for resolution of severe production incidents, and escalation to

•

management followed with post incident review.

Managed small to medium sized IT projects including managing the phone

•

system, QA environments.

Completed internal user moves including phones and network connections.

•

Created purchase requisitions for IT hardware/software

•

Setup and maintained phone system.

•

Setup testing environments for QA environments which included setting up

•

virtual networks, setting up servers such as Lotus Notes, SharePoint and Hyper

V.

Senior Support Engineer

Mar 2004

to Permeo acquired by Blue Coat Systems

Feb 2010 Austin, TX 78746

Senior Support Engineer for Permeo (later Blue Coat Systems). Provided both onsite

and remote client support. Responsible for reproducing customer environments for

troubleshooting. Created and maintained QA lab infrastructure.

End to end support of clients and partners in installation and configuration of

•

Permeo software suite of products.

Management of the support portal, which included the creation and

•

maintenance of knowledge base.

Provided sales support, including the installation and maintenance of all product

•

demonstration equipment.

Responsible for resolution of severe production incidents, and escalation to

•

management followed with post incident review.

Managed small to medium sized IT projects.

•

Completed internal user moves.

•

Created purchase requisitions for IT hardware/software.

•

Ensured all software licensing is recorded and maintained.

•

Helped setup and configure QA lab network and layout.

•

Senior Support Engineer

Mar 2004

to Vignette

Sep 1999 Austin, TX 78746

Senior Support Engineer for Vignette.

End to end support of clients and partners in installation and configuration of

•

Quarri software suite of products.

Management of the support portal, which included creating client accounts, and

•

the creation and maintenance of knowledge base.

Provided sales support, including the installation and maintenance of all product

•

demonstration equipment.

Responsible for resolution of severe production incidents, and escalation to

•

management followed with post incident review.

Managed small to medium sized IT projects.

•

Managed the support quarterly budget.

•

Managed the support lab including installation and management of machines.

•

Provided support for all internal systems running the Vignette software.

•

Completed three office moves.

•

Support Engineer

Mar 2004

to

Vignette

Sep 1999 Austin, TX 78746

Assisted customers in solving technical issues.

•

Answered questions from customers and prospective customers about the

•

features and capabilities of Vignette’s products.

Developed customer facing documentation on an as needed basis.

•

Communicated customer needs and wishes to development and engineering

•

staff.

Deskside Support

Sep 1999

to

Tivoli

Sept 1996

Austin, TX

Assisted user in solving technical issues.

•

Built new software package for the UNIX systems, including but not limited to

•

HPUX, Solaris and AIX.

•

Supported Windows domain which included Windows 3.5NT, 4.0NT

•

•

Helped users with UNIX desktops which including making the machines Y2K

•

compliant. This include to but not limited to Win3.5NT, Win3.51NT, Win4.0NT;

Solaris 2.4 to Solaris 2.6; HPUX 9 to HPUX 11; and AIX 3.x to AIX 5.x.

•

Assisted in network upgrades including software and hardware.

•

Contact this candidate