Sales Customer Service

John W. Odom

**** ** *** **** #****

League City, Texas 77573

Mobile: 832-***-**** Email: ******@*********.***

SUMMARY OF QUALIFICATIONS

. Proven competencies in network design, configuration, testing,

installation, provisioning/commissioning, troubleshooting, repairing,

maintenance, and upgrading

. Well versed in systems operational integrity auditing and fine-tuning,

user training, sales support, revenue generation, equipment production,

and quality control.

. Highly developed problem-solving skills - will achieve objectives under

pressure.

. History of flexibility - able to handle constant change and

interruptions.

. Excellent customer service skills in providing technical support.

. A team player who works well independently to achieve organizational

objectives

. An articulate, positive spokesperson for a company and its business

mission.

PROFESSIONAL EXPERIENCE

University of Texas Medical Branch, Galveston, Texas

Information Services (IS) Applications Systems Analyst

April 2008 - January 2009

. Responsible for solving routine issues and applying solutions under

general direction for components of a system or program; focusing on

components of a system rather than the whole system/application

. Modified system design to maximize efficient use of systems or programs

. Applied intermediate analysis and documentation skills to create and

maintain documentation

. Consulted with users to define system requirements, identify programming

and output needs, and verify preliminary design and output.

. Gathered data and prepared system documentation for existing and proposed

procedures

. Assisted in establishing project plans; maintained priorities and

completed assignments within project timeframe

. Defined and analyzed problems, developed and verified solutions, reviewed

applications or programs for logical sequence and errors

. Demonstrated awareness and understanding of institution, department, and

customer mission and goals

. Proactively partnered with customers to understand and meet their needs,

participated as a team member, and adhered to internal controls and

reporting structure.

Dell, Inc., Round Rock, Texas

EEC Network Escalations - Network/Systems Analyst

January 2006 - November 2007

. Championed solutions for customer network issues, increasing customer

satisfaction and retention.

. Identified, diagnosed, and resolved network problems.

. Port Mirroring: Packet capture and examination.

. Consultant for networking and blade server difficulties

. Configured VLAN and trunked-routes created across Dell and Cisco

platforms.

. Configured InterVLAN Routing for Dell and Cisco platforms.

. Optimized network design and performance through Link Aggregation

(switches and servers), spanning-tree and Quality of Service.

. Provided support for Dell/EMC Network Attached Storage product line.

. Provided support to the sales team, ensuring all sales and service

objectives were met.

Level 2 Network/Server Analyst

August 2004 - January 2006

. Provided technical resolutions to Enterprise customers experiencing

problems with advanced server products and other systems used as network

servers or multi-user hosts.

. Performed daily system monitoring, verifying the integrity and

availability of all hardware, server resources, systems and key

processes, reviewed system and application logs, and verified completion

of scheduled jobs such as backups.

. Provided assistance and guidance to Enterprise customers and/or lower

level technicians engaged in solving customer problems with servers and

server software and/or experiencing problems related to networking.

. Provided senior level support for hardware and software on the entire

Dell PowerEdge Server line including: PowerVaults, Tape Backup Units (DDS

and SCSI Autoloaders), KVMs: 2161DS and 2160/180AS, RAID, SCSI,

Clustering, and Backup Exec 8.6

. Provided support to the sales team, ensuring all sales and service

objectives were met.

Level 1 Server Tech

October 2003 - August 2004

. Provided technical phone support for customers on Dell PowerEdge Server

products to determine problems and provide resolutions on

technical/service issues; followed proper escalation procedures.

. Performed installation of Windows 2000 and 2003, NT, and Dell OpenManage

software and reinstallation of drivers, bios, and firmware.

. Set up RAID configurations(RAID 0, RAID 1 and RAID 5 mostly).

. Rebuilt failed hard drives and replaced hard drives when necessary.

. Performed troubleshooting for all hardware levels including: Network

Cards, RAID controllers, SCSI controllers, Tape Backup Units, PowerApps,

and PowerVault SCSIs

. Performed and assigned functions according to standard policies

Aimcor (Applied Industrial Materials Corporation), Texas City, Texas

Marine Terminal Operator

August 1996 - November 2001

. Responsible for overseeing the operation of loading ships on the terminal

. Worked closely with the Chief Officer, Chief Engineer, and Captain of

large vessels

. Acted as a mediator and public relations representative

. Ensured exceptional job quality and succeeded in achieving large cost

savings

EDUCATION/CERTIFICATIONS

. Southern Methodist University School of Engineering and Applied Science;

2003

. Cisco Certified Network Associate (CCNA)

. Cisco Information Security Specialist (CISS)

. Microsoft Certified System Administrator (MCSA); 2000 and 2003

. Microsoft Certified Professional (MCP) 2000 and 2003

. CompTIA: Network +

. CompTIA: A+

. Currently one test away from MCSE 2003; two tests away from Cisco

Certified Network Professional (CCNP)

TECHNICAL SKILLS

Networks

. NetWare NDS, Print and File System, Novell NetWare 2.x to Novell Netware

5.x

. Windows NT Network with both PDC and BDC Server

. Windows 2000 Server/Advance Server; Windows 2003/2008 Server; Linux

. VMWare ESX 3.5, GSX3x, Virtual Server 2005

. Citrix Presentation Server 3.0

. Configuration of TCP/IP, IPX/SPX, DNS, DHCP, WINS, NetBEUI, Gateway

. Installation/configuration of network hardware, including Hubs,

Concentrators, Switches, NIC, Network Drops.

. IP routing protocols (RIP, EIGRP, OSPF, BGP, HSRP)

. Spanning-Tree (PVST +, MST)

. ISDN, Frame Relay, T1, DS3.

. Experience installing, configuring, and maintaining all manners of server

hardware and associated network equipment, including SCSI, RAID, and I/O

topology.

. Experience with TCP/IP and network protocols, firewall management, and

operating system configuration.

. Configuration of print sharing with Windows Workstation, DOS and HP Jet-

direct on Novell NetWare and Windows NT/2000/2003 Network

. Configuration of Cisco Routers and Switches

Systems

. Cisco Routers: (800 / 1600 / 1700 / 2500 / 2600 / 3600 / 4000 / 7500 VXR

series, Catalyst 5000 RSM, Catalyst 6000 MSFC2)

. Cisco LAN Switches: (Catalyst 2900 / 3500 / 4000/ 5000 / 6000 series)

. Cisco ATM Switches: LightStream 1010 / 1015

. Cisco PIX firewalls 10000 / 501 / 506 / 515

. Cisco Intrusion Detection Appliance: 4200 series

. Cisco Call-Manager: Versions 2.X, 3.X

. Cisco IP-TV Broadcast server: 3400 series

. CiscoWorks for Switched InternetWorks / CiscoWorks 2000

. Nortel BCM Voice over IP system

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