Technical Support Management

DANIEL PETERSON

P.O. Box ****, San Jose, CA, ****9-1744

+1-408-***-****, ******.********.****@*****.***

PROFILE

• Ability to architect, build, and implement solutions with minimal supervision.

• Ability to research and purchase cost effective solutions.

• Driven by the prospect of helping people solve technology problems.

• Enthusiastic about learning current and future technologies.

• Excited about high performance computing, information security, services, storage, and virtualization.

EDUCATION

San Jose State University December 2010

Bachelor of Science, Business Administration San Jose, CA

Concentration: Management Information Systems, Minor: Philosophy

Fullerton College December 2007

Associate of Arts, Business Administration Fullerton, CA

TECHNICAL STRENGTHS

Communications Cisco TelePresence, Join.me, LogMeIn, WebEx conferencing.

Databases Database design, Data modeling, MySQL, PostgreSQL.

Document Processing LaTeX, Microsoft Excel, Project, Visio, Word.

Hardware IBM BladeCenter HS22, IBM DS3524, PC repair.

Incident Management BMC Remedy, ServiceNow, Zabbix.

Monitoring Monitis, Nagios, Puppet Dashboard, Zabbix.

Networking Administration, Cisco IOS, Microsoft Active Directory, OSI model.

Operating Systems CentOS, Debian, Microsoft Windows Server, NetBSD, OpenBSD.

Security Aanval, Kaspersky Endpoint Security, Snort, VPN (Cisco AnyConnect).

Virtualization Citrix Xen Cloud Server, ProxMox VE, VMware ESXi and vCenter.

Web Services Apache, Load balancing, Nginx, Privoxy.

WORK EXPERIENCE

Applied Research Works November 2012 - April 2013

System Administrator Palo Alto, CA

Entrusted with full datacenter and remote infrastructure access.

Held responsibility for 24/7 server uptime with ongoing on-call duty.

Held the role of primary technical support point-of-contact for three offices.

Served as liason between Engineering and Operations teams.

Was responsible for planning, product research, and equipment purchases.

Was responsible for the implementation of network services and hardware.

Adecco USA contracted with Cisco Systems January 2011 - November 2012

Technical Support Agent Milpitas, CA

Supported two primary TelePresence services with a multitude of hardware and software endpoints:

Cisco TelePresence and Cisco Callway.

Was responsible for knowledgebase administration and new hire training.

Worked with more than five major telecommunications service providers hosting the Cisco TelePresence

platform, each connecting to hundreds of companies.

Wrote and managed technical documentation of processes and procedures.

John Stewart Company September 2009 - December 2011

Digital Coordinator San Jose, CA

Taught youth about computing software, hardware, and networking basics.

There were seven community teens enrolled and graduated from the nine month program.

Was responsible for monitoring and maintaining three properties’ wireless networks in San Jose con-

necting an average of 1,000 unique devices per month.

San Jose State University September 2009 - December 2010

Help Desk Student Assistant San Jose, CA

Assisted students and faculty with computing tasks using Mac OS X, Windows XP & 7 on laptops and

desktops for course work and classroom operation.

Provided face-to-face and phone support for faculty, staff, and students.

Responded to trouble tickets by solving incidents including account management, faculty problems,

and network access related issues.

Cerritos Millennium Library January 2006 - December 2007

Library Aide Cerritos, CA

Assisted in monitoring and reporting on the health of the public library machines.

Assisted patrons of all ages with software and hardware troubleshooting.

Was responsible for maintaining over 100 computers in public labs.

http://www.linkedin.com/in/danielpetersonsjsu/

Character references available upon request.

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