Objective

Continued Technical Support Advocacy in Information Technology.

Work Experience

Hewlett-Packard - 2015-1996 Down System Engineer. Mission Critical Business Recovery Specialist.

Assisted end-users with systemic software issues on the HP-UX PARISC and Integrity Platforms. 9.0-11.31. Serviceguard, VPARS, VM, LVM

Team Lead and Duty Manager in Extended Hours Locating Proper Resources.

Reviewed Metrics on Call Handling to make sure SLA’s were met.

Assisted peers with setting up work-from-home

Mentored and trained new hires in phone procedures, call handling and documentation.

Seamlessly took control over issues from other engineers who were exceeding threshold for time constraints, or customer satisfaction issues to meet Service Level Agreements.

Technically Interviewed prospective candidates

Training coordinator

Quickly removed the emotion from the issue to drill down to core of problem.

Diagnosed and resolve networking and SAN issues. Analyze Logs to find nature of system panic.

Reported Customer issues and interfaced with the Labs for design of OS improvements.

Assisted customers in installing operating systems and recovering from panics.

Assisted Partner companies to find the cause of issues on partner equipment or connectivity.

Maintained PC’s hardware, operating systems, telephones.

Reported application issues, focal for call center application issues.

Used shared desktop tools to efficiently and effectively resolve users issue.

Remote resolve computer issues. Interact with Customers High and low level with ease.

Differentiate between a Hardware or Software issue quickly.

Wesson-Taylor-Wells Consulting 1996-1994

Contracted to Hewlett-Packard for their Internal and External PC Help-Desk. Assisted internal and external clients with PC hardware or software issues via the phone. Lead for connectivity issues Lan/Modem. Hold Brown Bag lectures on call diagnosis, how to differentiate between the call being hardware or software.

Dun-Bradstreet Software 1994-1993

Software Support for internal PC help desk. MS Office/OS2/Novell/Banyan Vines/ATT Face. Set up ACD system for new Call Routing Software, Education/Training coordinator determine which training vendors matched for products and negotiated price per student to cost effectiveness. Coordinated with the hardware vendors and 3rd party support.

Financial Products Corporation 1993-1984

Depot Field Support 1991-1993, Sr. Field Service Technician 1991-1984

Burroughs Corporation 1984-1980

Senior Field Service Technician.

United States Coast Guard 1976-1980

Aviation Electronics Technician 2nd Class. Honorable Discharge.

Certifications

Certified HPUX System Administrator.

Wilson’s Signature Service presenter.

Technical Skills

HP-UX 9.04-11.31, MC/Serviceguard, LVM, Vpars/VM, SMH, EMS

Unix – Gnome, Btos, ATTsvr4, ATTFace, ACD, ScoUnix Linux - RH3 Ubuntu

Windows, Mac, Hardware/Software Wired and Wireless Network

Contact this candidate