BOONE O. "FLETCHER" ERNST

*** **** **. *******, **. 98109

425-***-****

acec9q@r.postjobfree.com

QUALIFICATIONS

A broad understanding of computer hardware and software, including

installation, configuration, management, troubleshooting, and support.

Extensive experience in working with people to understand their needs.

Developing innovative solutions for increasing reliability and improving

productivity. The ability to work with and manage fellow IT to develop and

maintain solutions.

TECHNICAL SKILLS

Apple Macintosh OS/X Windows 9x/NT/2000/2003/XP/Vista/2008/Win 7/Win 8

Exchange 2000/2003 Networking TCP/IP DNS MS Office working

experience with most Microsoft Products . CISCO Networking management

experience with both switches and routers - Dell Sonicwall

PROFESSIONAL EXPERIENCE

Validar Inc

2013-

Director of Technical Services:

. Responsible for maintaining and backing up existing servers in the

corporate environment. This includes upgrading the backup software

and initiating a backup policy, upgrading and rolling out new

Antivirus software, applying updates and hardware troubleshooting

for the servers themselves. It also included such work as DNS,

DHCP, and network management, Sonicwall and internet access

management.

. I also managed the Telecom aspect of the company, including

troubleshooting phones, connection problems and interfacing with

the internet/phone provider.

. Additional responsibilities included liaison to between the

development and sales teams. Product support for customers.

Hardware support for internal employees and customers alike.

Purchasing of hardware for internal and external uses.

Swedish/Edmonds -

2009-2012

Desktop Support/HelpDesk Lead:

. I was brought in to turn the Desktop Support and Helpdesk team from

a troubled, backlogged group into a highly functional team within

the Hospital. Within two months, I facilitated the team in

improving phone answer rates up to 90%+ and the issue backlog down

to the 20s from around 110. The quality of the support increased,

and I was able to bring in additional manpower to maintain and

operate the support division. Rather than manage remotely, I lead

by example in doing support and help desk work myself, as well as

advocating and recommending policies, procedures, purchasing, and

other IT related functions that we encounter. I also coordinated

with the remainder of IT to address customer issues and other

related issues.

. I was also the IT representative for construction, making sure that

for any construction projects, we know what IT needs to accomplish

and to bring up any concerns surrounding any projects.

Microsoft .

1994 - 2009

Microsoft Software Testing - AntiMalware (05/2008-2009)

. I worked under contract at Microsoft through Volt Technical

Services as a Software Test Engineer in the AntiMalware Group.

Specifically, I worked with the Test Execution Team to run,

analyze, and troubleshoot Testing Scripts and Jobs. I also filed

bugs that the Scripts and Jobs found. In addition, I worked with

the Lab Team to make sure all hardware used for the Testing was

working and configured in the proper fashion for the tests. Part

of my responsibility included learning existing Testing procedures

in other groups, so that they could be migrated and run by the Test

Execution Team.

. I also helped migrate the existing testing structure to a new,

improved infrastructure using existing Jobs and Scripts. This

included analyzing, troubleshooting and filing bugs.

Microsoft Software Testing - Directory Services (4/2007-02/2008)

. I worked under contract at Microsoft through Volt Technical

Services as a Software Test Engineer 4.

. I wrote testing scripts with Microsoft's Internal Testing tool.

This involved working from a given testing need, whether it was a

specific action or a sequence, to a final tested "Job". I then was

able to run the Jobs to achieve the necessary testing results.

. I have used my expertise with Hardware, OS's and Microsoft Virtual

Server to provide additional testing environments on Virtual

Machines. This increased the available "machines" to test against,

and made it so that there was less need for actual physical

hardware.

. I coordinated with other testers in my group to triage and

troubleshoot potential problems with the tests. This allowed them

to make certain that we were facing actual problems and not some

issues with the test itself.

Microsoft Support Labs (1/1999 - 9/2006)

. I collaborated with Technical Support Engineers to replicate

customers' working environments to trouble shoot advanced

problems. This included complex network setups involving isolated

DHCP servers, various DNS configurations including Windows 2000

Root Servers, Active Directory configurations and integration with

Exchange servers.

. I worked with, maintained, and upgraded all hardware in the lab

based upon customer needs. This ranged from server class machines,

to desktops, to laptops of every type.

. I worked with fellow Lab Engineers to manage and maintain our

networks. This included configuring and troubleshooting DHCP and

DNS servers, RIS and WDS servers, and integrating our local network

with the Microsoft Corporate network. The networks were run on

CISCSO Catalyst OS (5500) and CISCO IOS (4000 and 2950) and I

maintained and expanded them. In addition, I configured routers

from various manufacturers for customer testing.

. I provided resources for engineers using Dell's SAN solutions, and

HP/Compaq's SAN hardware using a separate Gigabyte network to

reduce network traffic on our primary LAN.

. I expanded the existing network by adding CISCO 2940 Switches and

linking them to our existing CISCO 4000 IOS Switch. This allowed us

further network expansion for more hardware.

. I configured and utilized various wireless switches and routers for

customer wireless testing.

. I provided and configured laptops for non-lab personal for business

travel and training. This involved making sure all Microsoft

security initiatives were followed, all requested software was

installed, that wireless was functional, and that users could

connect via the corporate VPN Servers.

. I made purchase recommendations to the Lab Manager based on

customer requests, upcoming releases, and overall usage. This

included both Lab infrastructure and testing equipment.

Technical Support Engineer for Operating Systems (2/1994 - 1/1999)

. I did direct phone support for MS-DOS5.22, Windows 3.1,

Windows for Workgroups 3.11, Windows NT3.51, Windows NT4.0 and the

Windows95 Beta. I moved from direct phone support to mentoring

other engineers in these products in 1995.

. I was the Mentor Lead for all Windows NT products on the west

coast. This involved making sure that any Engineer mentoring

another met certain knowledge levels and making sure that Mentors

were scheduled during peak call times and ensuring coverage.

. ? Developed and delivered training on troubleshooting Windows

98, and for the Multimedia capabilities of all Microsoft OS

releases to that point.

. I was certified as a Windows 98 and Internet Explorer trainer. I

worked with other trainers to deliver this material to new

Engineers, and to my existing co-workers.

. I did escalation work on all Microsoft OS products. This

involved contacting customers to work and resolve more complex

issues that were not resolvable by standard frontline engineers.

WALDEN SOFTWARE STORE 4039 IN SEATTLE

4/1990-2/1994

Senior Sales Associate

. ? recommended and sold software and books for Waldensoftware (a

division of Waldenbooks prior to its sale to Electronic Boutique in

9/1993)

. I was responsible for all software ordering for the store and

worked with my manager to ensure certain stocking levels. I also

took the manager's book recommendations and made sure popular

titles were appropriately stocked. I was responsible for all

software and book returns and shipping concerns.

EDUCATION

Microsoft Certified Training.

MS-DOS 6.x, Windows 3.x, Windows 9x, Windows NT, Windows 2000,

Windows XP, Windows 2003, and Networking, Windows XP, Microsoft

Exchange Server 2003, SQL 2005 installation. TCP/IP, Sun Solaris UNIX

(2000).

Graduate of Snohomish High School in 1989

REFERENCES

Frank Castro - Project Manager, Mobile512-***-**** Home (512)

219-5608 - ERCOT

Val Wilkins - Director of Pharmacy 425-***-**** - Swedish Edmonds

Hospital

Greg Nichols - Program Manager, CRM Sustained Engineering - Microsoft

Corp 425-***-****

Maura Van Der Linden 425-***-**** (Former Manager)

Cathe Clapp - Director of Clinical Practice Development, Mobile (206) 802-

8249 - Swedish Edmonds Hospital

Contact this candidate