Engineer Customer Service

dafydd's resumeLast updated: ****-**-**

Resume 2012-02-23 (New!)

dafydd

******@******.********* Summary

I have been doing system administration and technical support at various

levels for almost 20 years. I specialize in Unix and Linux servers and

workstations.

I have administered 100 Sun workstations laid out on wire shelves. I have

administered 200 Linux enterprise server hosts that fit into 7 19" racks.

I've built enterprise-level DHCP and DNS networks that reduce the amount of

administration an individual host needs. That saves time and money.

My professional goals are on two parallel tracks, right now. I am looking at

an Red Hat Certified Engineer qualification, and to move into true Enterprise

System Administration. I've also been exposed to many Project Management

techniques, recently. I'm coming to the opinion that I could do Technical

Project Management. I've learned a little about a qualification called Project

Management Professional that seems like a good thing to shoot for.

Technical SkillsGood Customer Service, first, last, and always.Red Hat Enterprise Linux (Intermediate +)Red Hat Network Satellite (Intermediate)Red Hat Cluster Suite (Exposure/Beginner)DHCP, DNS, and LDAP (Intermediate)Oracle 11gR2 GRID/RDBMS installations in a Dev/Test environment.LAMP installation and configuration (Beginner +)HistoryRobert Half Government

contracted to MorphoTrak, Inc., biometric solutions developer.Senior Integration Engineer, Feb 15, 2010, to presentMy first duties were supporting the installation and configuration of

MorphoTrak software for Federal customers.As MorphoTrak's test and development hardware resources grew, I moved into

specializing in system administration, network adminstration, and

Enterprise-level configuration management.I manage hardware, DNS, DHCP, and LDAP resources for a 200 host Dev/Test

network running Red Hat Enterprise Linux. MorphoTrak Hardware is centered on

Dell PowerEdge & Precision systems and IBM Blade Centers. Management includes

hardware health monitoring and BIOS/UEFI.As an OS and base-application specialist, I'm managing much of the

software prerequisites for our products. This includes several versions of the

JBoss Enterprise Applications Platform, Oracle Grid and RDBMS, Red Hat Cluster

Suite, Red Hat Network Satellite, and VMWare ESXi.The MorphoTrak Federal Business Unit has participated in four defined

major projects while I've worked here, supporting specific customer

deliveries. This has given me a good, introductory look-from-below at the

benefits and pitfalls of Technical Project Management. I can see myself moving

into that realm.To meet customer requirements, I have passed an FBI Single-source

Background Investigation, granting me Secret/Unescorted clearance. I also have

Top Secret/SCI clearance for the DHS.South Kitsap Fire & Rescue

Fire DistrictVolunteer Lieutenant, April 15, 2010, to presentVolunteer Firefighter, November, 2006, to presentEveryone needs a hobby. Mine includes running towards burning

buildings...Attachmate Corp., Seattle, WA

Emulation and mainframe integration software manufacturer.Technical Support Engineer, March 18, 2007, to April 16, 2009Supported legacy and current Integration software products.Built relationships with customers, referring opportunities back to the

Sales organization.Documented software bugs based on field issues, and advocated for fixes on

behalf of customers and field engineers. Development used these bugs to improve

product quality, resulting in a better product for the customers.Acted as the Product Advisor for the mainframe integration line of

products, which required me to be a subject matter expert and evangelist.Maintained 24-hour availability by pager for Elite customers, ensuring they

maintained maximum application uptime.Assisted with the development of a new technical research database,

speeding TSE research into technical problems.Wrote the disaster recovery plan for the Attachmate support team in

Seattle, identifying areas of risk and associated remediation paths.Silicon Graphics, Inc. (SGI), Mountain View, CA

Computer hardware and software manufacturer.Technical Support Engineer III, November, 2001, to April, 2003Technical Support Engineer II, June, 1998, to November, 2001

(Robert Half, Inc.)Resolved customer hardware and software problems, ensuring maximum uptime

of customer systems.Helped customers resolve system crashes, configure system and network

services, and install SGI software products, speeding their time to

operation.Helped build the initial data set in a new Primus database, allowing

Technical Support Engineerss to more quickly respond to customer issues.Documented software bugs based on situations brought by customers.Black Rock City, LLC, dba Burning Man, San Francisco, CA

Very large scale annual event/art festival near Gerlach, NVPlanning Section Chief, Emergency Services Department, 2005 - PresentFire Branch Deputy Chief, Emergency Services Department, 2002 - 2004Ranger Captain, Black Rock Rangers, 1999 - 2001Ranger, Black Rock Rangers, 1998Year-round volunteer, and paid staff during the event.Promoted to Captain my first year at the event, allowing other Ranger

Captains to spread their workload.Moved to a leadership role in Emergency Services when those functions were

split off from the Rangers. The split allowed the two skill and talent sets to

do what they do best, without getting in each others' way.Wrote the original policies and procedures for fire prevention and

mitigation at the event. This worked to minimize the risk of unintended

fire damaging structures or vehiclesTook on volunteer HR and check-in, volunteer outfitting, document

preparation, and document management functions as Planning Section Chief

in 2005. As with any volunteer organization, the workers must be well taken

care of. As with any emergency services organization, if it wasn't documented,

it didn't happen.Created a 250-line Excel spreadsheet for volunteer management in 2005. In

2007, I taught myself LAMP, and turned that spreadsheet into the year-round

personnel database for Emergency Services.EducationUniversity of California, Davis

Mission College, Santa Clara, CA

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