Customer Service Engineer
Resume:
JOSHUA D. FRIESEN
Lynden, WA 98264
*******.******@*****.***
Objective
Qualifications
. DoD Secret Security Clearance
. Windows OS: 98, 2000, XP & Vista
. Windows Server 2003 & 2008
. Unix/Linux
. Exchange 2000/2003
. Remote Desktop Manager
. Microsoft Office Suite 2007 & 2010
. TCP/IP, DNS, DHCP
. WAN/LAN/MAN concepts
Professional Experience
Data Center Engineer
Hewlett Packard / Microsoft, Tukwila, WA
September 2009 - February 2010
. Install, Configure and Troubleshoot Intel and AMD server hardware
. Install, Configure and Troubleshoot Cisco network equipment and load
balancing
. Install, Configure and Troubleshoot Web, Mail, Database and App
Servers
. Serve as tier 2 & 3 support to the tier 1 support desk
. Professionally resolve escalated issues via trouble ticket and phone
Field Service Technician
Technet, Tyler, TX February 2008 -
November 2008
. Provide on-site repair service for defective hardware on Dell, IBM and
Sony electronics
. Maintained DCSE certification on all Dell Desktop and Notebook models
Customer Service Representative
Authorize.Net, Bellevue, WA February 2007 -
February 2008
. Provided extensive merchant support for one of the leading payment
gateway providers in the market through phone, chat and email
. Covered various topics from integration to security issues prevalent in
today's ecommerce marketplace
Internet Technician
Sykes Enterprises, Bismarck, ND January 2001 -
September 2001
. Offered superior over-the-phone support for clients; using a variety of
operating systems and software including: Microsoft Windows 95, 98, ME,
2000 and occasionally MAC 8, 9, and 10 in order to deal with various
internet problems, erroneous TCP/IP and DNS settings to reinstalling
proper protocols
. Required to troubleshoot authentication and connectivity errors; often
tracking particular server performance in various locations around the
United States
. Learned advanced skills in the programming/reprogramming of Cisco routers
appropriate to the particular contractor
Military Experience
Counterintelligence Agent / Interrogator
U.S. Army Reserve, Tumwater, WA March 2009 -
Current
. Conduct investigations of national security crimes, such as espionage,
treason and subversion
. Process counterintelligence evidence
. Prepare and distribute counterintelligence reports of Force Protection
information to all relevant parties
. Perform counterintelligence support to anti-terrorism operations
. Conduct liaison operations
. Maintain counterintelligence files and databases
Patriot Missile Operator/Maintainer
U.S. Army, Ft. Bliss, TX January
2004 - January 2007
. Directly responsible for the operational readiness, transportation, set
up and removal of Patriot Missile System equipment estimated at over
$60,000000
. Performed preventative maintenance checks related to Patriot Missile
System
. Troubleshot defective equipment using diagnostic tools and software
. Referred to schematics and manufacturers specifications for diagnosis of
malfunctions
. Identified, evaluated and responded to correlating data and removed and
replaced defective/damaged units
. Maintained proper calibration records for diagnostic equipment
Education
Bachelor of Applied Information Security Systems
ITT Technical Institute, Seattle, WA
. Anticipated Graduation: September 2010
Associate of Applied Computer Network Systems
ITT Technical Institute, Seattle, WA
. Graduated with Honors as a member of the National Technical Honor
Society: September 2008
Articles & Publications
- Google Hack, indexof /facebook, IT Toolbox
http://it.toolbox.com/blogs/managing-infosec/indexof-facebook-google-
hack-32359
Certification
. Customer Handling Skills Certification
. Foundation 2008 Desktop
. Foundation 2008 Portables
. Foundation 2007 Portables
. Foundation 2007 Desktops
. DSP - Customer Experience V.2.5 Certification
. DSP - Slim-Tower Chassis Certification
. DSP - Mini-Tower V.3 Chassis Certification
. Portables - XPS M1330 - Certification
. Portables - Latitude D531 - Certification
. Portables - Inspiron 1720/1721
. Portables - Inspiron 1520/1521 Certification
. Portables - Inspiron 1420 Certification
. Trusted Advisor for Field Service
. Portables - XPS - M1730 - Certification
. DSP Televisions - 4200 Plasma TV
. DSP Client - On-Site Troubleshooting w/Power Tester Certification
References
. Mike Trujilio Seattle, WA (206) 769 - 6817 Professional
. Jim Tippen Tyler, TX (903) 849 - 5974 Professional
. Chun Yu Seattle, WA (253) 921 - 6849 Instructor
. Simone Jarzabek Seattle, WA (206) 818 - 3301 Instructor
. Kieth Larson Las Vegas, NV (206) 730 - 4122 Personal
Contact this candidate