Engineer Customer Service
Resume:
JOHN C. RODZEN
Smithfield, RI **917
401-***-**** *********@***.***
SUMMARY
Senior technical trainer with expertise in course development, e-learning, and platform delivery. Strengths
include developing trainees’ confidence through competence, transferring technical knowledge in clear,
discreet steps that promote efficient learning, and instinctual judgment for training solutions. Experience in
the high-tech industry.
TECHNICAL SUMMARY
Software: EMCNAS Software, UNIX HPUX, SCO Unixware, Solaris, AIX, Novell Netware, TCP/IP, DOS, IBM
AS/400 OS, Windows, GTECH Gaming Software, Microsoft Word, Microsoft Frame, Apple Macintosh OS,
Word Perfect, Primos. Hardware: IPL System Peripherals and Subsystems, including Installation, Diagnostic
Maintenance and Troubleshooting. Prime Computer Primos and UNIX systems, peripherals, LANs products,
IBM and compatible PC’s, Apple Macintosh PC, GTECH Lottery Machines Cisco routers, bridges and FDDI
concentrators.
PROFESSIONAL EXPERIENCE
EMC CORPORATION, Hopkinton, MA 1995-2008
Senior Productivity & Education Specialist (2003-2008)
Lead Developer for the Celerra NS Series Installation and Maintenance class.
Lead Developer for the Celerra NS Series Installation and Maintenance Videos on Demand (VOD).
Member of the Celerra NAS Opt and Management class Development team.
Attended the weekly EMC NAS Product Support Team (PST) meeting.
Taught the Celerra NS Series Installation and Maintenance, Storage Technology foundations and Basic
Open Systems Hosts classes.
Team Leader (2000-2002)
Directed and supervised daily activities of two groups consisting of 15 Vendor Software Team and EMC
Software Team instructors.
Wrote the class and instructor schedules each quarter.
Liaison to EMC Training Vendors and Partners wrote their schedules and oversaw the quality of the
classes.
Liaison to EMC Professional Services and wrote their training schedule.
Attended the weekly Product Support Team meetings for NT, Veritas, and all EMC Software products.
Wrote and gave instructor annual reviews.
Delivered new courses and updated courses to the Product Support Team.
Senior Technical Instructor/Course Developer (1995-2000)
Developed and instructed network courses.
Taught the Celerra NAS Installation and the Celerra Video on Demand Installation Courses
Instructed Basic UNIX course, Basic Open System Host disk configuration course on SUN, Hewlett
Packard and IBM UNIX file servers.
Instructed EMC Software courses: Control Center, PowerPath, SDDR and InFomover Software
Workshops.
Responsible for training and mentoring new UNIX, Software and Network instructors.
Worked with UNIX, Software and Networking Teams for maintenance of current and the planning of
future training for worldwide Customer Service.
Maintained $10M worth of lab equipment.
NEW ENGLAND COMPUTER RESOURCES, Providence, RI 1995
Systems Engineer
Installed, upgraded, maintained and repaired Novell networks.
Installed and repaired IBM, Compaq, HP PCs and printers.
Provided phone support to customers.
Instrumental in securing business account ($1M/year) at Charlton Memorial Hospital in Fall River, MA.
JOHN C. RODZEN Page 2 of 2
401-***-**** *********@***.***
PROFESSIONAL EXPERIENCE (continued)
GTECH COROPRATION, W est Greenwich, RI 1994
Technical Instructor/Course Developer (contract employee)
Development of training courses and support manuals for GTECH Software and Hardware Products.
Provided on-site and telephone technical support for all GTECH Software and Hardware Products.
Taught GTECH Software and Hardware training courses.
IPL SYSTEMS, W altham, MA 1991-1993
Senior Technical Instructor/Course Developer
Organized new Training Department.
Development of all training courses for IPL Tape Subsystem, Raid and Disk Array which attach to IBM’s
AS/400 and RISC 6000 Systems.
Provided telephone and on-site technical support for all IPL Products.
Taught all IPL Systems training courses.
Scheduled all Customer and Third Party training.
Wrote and produced department training videos, using Wonder Corp Workstation.
Department liaison between Engineering and Marketing departments for all company training.
PRIME COMPUTER, INC., Natick, MA 1978-1991
Education Specialist (1986-1991)
Developed and taught courses on new products.
Continue to teach existing courses: Operating System Installation, including UNIX and Primos Operating
Systems, Fundamentals of Data Communication, Lan300 Multi-operating System Network, DOS and PC
Hardware, Novell Netware Systems Manager, Netware Service and Support.
Senior Technical Instructor (1982-1986)
Regional Technical Support (1981-1982)
Senior Field Engineer (1979-1981)
Data Storage Repair Group Leader (1979)
Electronic Technician (1978-1979)
EDUCATION
AS, Business Administration, Community College of Rhode Island, Providence, RI
AS, Electronics, New England Institute of Technology, Providence, RI
Business Management, 45 credits, Bryant College, Smithfield, RI
CERTIFICATIONS
EMC Proven Professional Network Attached Storage (NAS) Specialist 2008
Roger Williams College, Certified Novell Engineer (CNE), 1995
LANGUAGE
Conversational Polish
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