Manager Technical Support
Resume:
MARK DUHAMEL
*** ******** ******* • Ball Ground, Georgia 30107
770-***-**** • *********@*********.***
TECHNICAL SUPPORT
Team leader and hands-on technical support lead with demonstrated proficiency in providing superior technical
support and management of large-scale projects and operational integrity.
• Trusted technical specialist adept at maintaining system readiness and integrating upgrades and installs
with minimal service disruption.
• Collaborative team member experienced in working with cross-functional teams to design, test, and launch
new applications, upgrades, and fixes.
• Disaster-recovery expert skilled in creating sound preventive plans and recovery processes to attain
corporate data and business operations.
AREAS OF EXPERTISE
Technical Support: Patch builds/implementations, areas of improvement, automation, platform
architecture.
Disaster Recovery: Client disaster plans, alarm monitoring, automatic failover capabilities.
Team Development: Vendor/supplier partnerships, project management support, cross-
functional team participation, peer partnering.
PROFESSIONAL SYNOPSIS
AT&T, Cumming, Georgia • 2008
Global telecommunications provider.
Outside Plant Technician:
Served as team member charged with conditioning existing copper cable to handle high-speed data, video, and
VoIP for the U-Verse Project Lightspeed. Spliced cable on both underground and aerial telephone lines.
• Attained qualifications to scale 28-foot telephone poles.
IBM GLOBAL SERVICES, Alpharetta, Georgia • 2000-2007
Global information technology services and consulting provider.
Application Manager:
Oversaw several application provisioning platforms for client ATT’s transmission facilities. Supervised new user
account setups, printer administration, and application monitoring for over 1K domestic/global users. Collaborated
with application development and system administration teams to design, test, and launch new releases and
upgrades. Ensured all new products/upgrades complied with security audit requirements. Served as 2 nd tier help
desk/system admin support. Developed and maintained load balancing processes and responded to equipment
failures and outages, establishing outage bridges and troubleshooting outage areas. Established outage
prevention plans. Migrated all applications to new servers. Supported ORACLE SQL database and provided
queries/updates. Supported LAN and printer configuration activity.
• Teamed with application development division to create disaster recovery plans annually, authoring all
necessary documentation.
• Collaborated with application development group to reconfigure disaster recovery model to a failover
configuration with multiple CPU servers, disc mirroring, and performance-improving software, reducing failure
time-to-restore.
Resume
MARK DUHAMEL • Page 2 • *********@*********.***
ADDITIONAL HISTORY
(Full details on request)
AT&T, Atlanta, Georgia/Miami, Florida • Prior to 1999
Technical Manager
• Supported all special projects, new product releases/rebuilds, patches, design teams, and operational integrity
of the systems and user access.
EDUCATION
Newark College of Engineering • Newark, New Jersey
PROFESSIONAL DEVELOPMENT
Administration of WebSphere Application Server V6
IBM TIVOLI Access Manager for e-business Fundamentals
AIX 5L Basic Part I: Starting with AIX
AIX 5L Basic Part II: Using Shells and Processes
AIX 5L Basic Part III: Advanced User Functions
AIX 5L Sys Admin Part I: Installation, Startup, & Shutdown
ORACLE 9i PL/SQL
ORACLE 9i Database Admin and Performance Tuning
ConnectDirect for UNIX Process Coding
HP-UX SYSTEM ADMIN FOR HP 9000
Technical Introduction to MQSeries
Disaster Management Planning
Intro to ORACLE SQL
TECHNICAL SKILLS
UNIX HP-UX • AIX • Solaris • Sun-OS
Resume
MARK DUHAMEL
113 Westwind Parkway • Ball Ground, Georgia 30107
770-***-**** • *********@*********.***
Dear Sir / Dear Madam:
By providing exceptional technical support, design expertise, and process improvement, I have increased
productivity and improved the business system readiness of major organizations. With over 15 years of
successful team leadership and participation, I am ready to bring my skills to your company in a technical
support role.
My areas of expertise include:
• Technical Support: Patch builds/implementations, areas of improvement, automation, platform
architecture.
• Disaster Recovery: Client disaster plans, alarm monitoring, automatic failover capabilities.
• Team Development: Vendor/supplier partnerships, project management support, cross-functional team
participation, peer partnering.
Possessing application management, system administration, security, and support proficiency, I have decreased
system failures and outages and brought stability to the IT side of the business. By teaming with cross-functional
groups, I have helped develop system upgrades, new releases, and have implemented more robust business
applications. Through building successful disaster recovery plans, I have brought a higher level of security to my
employers and their clients. I create strong relationships among various vendors and company/client groups to
attain corporate goals.
Please review the enclosed resume and feel free to contact me at your earliest convenience. Thank you in
advance for your consideration.
Sincerely,
Mark Duhamel
Resume
Contact this candidate