Manager Technical Support

Jeffry L. Byrne

PO Box ***

Toledo, WA *****

Tel: 360-***-****

Email: ************@*****.***

Professional Experience

**** – Present iSupport Software, Vancouver, WA

Technical Support/QA Testing

Part of a nine-person team of technical support professionals.

Resolved customer issues by phone, email, and remote control of their computer and servers.

Collaborated with colleagues on complex problems to resolve issues quickly.

Performed Quality Assurance testing for the software we provided to customers.

Ensured that bug fixes and software enhancements did not adversely affect the software function and features.

Verified that new functionality and features worked as expected, reporting bugs, and enhancement requests to the development team.

Troubleshooting software on Microsoft Windows Servers, Microsoft SQL Servers, Windows PC’s and Macintosh’s.

Assisted new technicians by training them on our software and troubleshooting techniques.

Installed Microsoft server operating systems on Virtual Machines for testing purposes. Maintained a set of 15 VM’s with various versions of operating systems, SQL Server, and authentication methods. Verified common and split server installations and ensured that they functioned correctly.

2004 – 2006 Washington State Dept. of Transportation, Vancouver, WA

Web Developer/Database Administrator

Created Web-enabled database for the Columbia River Crossing (CRC) Project. Securely allowed both internal and external access to data via Web-interface.

Designed and built a public comment/contact database application used to collect and report on public comments about the CRC Project.

Designed and built the public Web site for the CRC Project. Added data-driven forms that allowed the public to add their own comments and questions then updated the comment/contact database. An auto-notification feature was include to send an email to the Communications Department with the text and contact information received.

Updated database application for SQL Server to store a large library of historical documents for the CRC Project.

Setup CRC email on a hosted Microsoft Exchange server.

Installed and managed the internal Exchange server, moving all mailboxes from the hosted service to the internal mail server. Administered all mailboxes, public folders, distribution groups, OWA, OMA, and RIM Blackberry server. Purchased and installed certificate to enable SSL for secure email and web.

Documented all Web, Exchange, and eSafe Getaway applications. This included installation, backup, configuration, and administration of all applications.

1998 – 2004 LGInternational, Inc., Portland, OR

System Administrator

Selected, purchased, and installed three new servers, replacing existing units, reducing server downtime from two hours per week, to less than one hour per month. Servers installed as DHCP/Domain Controller, Exchange server, SQL Server and application server.

Installed first corporate e-mail server using Microsoft Exchange 5.0. Mail server updated through Exchange 2000.

Supported a wide range of operating systems, including Windows Server 2003, DOS, Unix, and Mac O/S X.

Create a visitor logbook application that tracked plant visitors and automatically printed a visitor badge.

Built a custom greeter board application enabling receptionist to add visitor names and companies to be displayed when a visitor arrived at the front desk.

Created an application that received data from a particle counter used in a cleanroom environment, storing the data, and printing a report.

Created custom management reports using Crystal Reports. Data was pulled from custom Microsoft SQL and Access databases.

Installed first corporate Internet access, including Firewall appliance. Ensured that only authorized users had Internet access available.

Trained users on software applications, including multiple versions of Microsoft Office, and custom applications for the printing/converting industry.

Supported both internal users and external sales offices. Maintained VPN access for those users allowed this access.

Purchased and installed a barcode verifier on a label rewind machine. Able to verify labels printed with barcodes for accuracy, sequential numbering, and scan grade. Results then imported into an Excel spreadsheet and parsed for various reports.

Security Officer for building access, and video surveillance system. Authorized keys for individuals needing access to the building outside of normal working hours. Setup and maintained a Digital Video Recorder system for security cameras, replacing an old VCR system.

1991 – 1998 CSI Systems, Inc., Portland, OR

Purchasing Manager

Negotiated with multiple vendors for all computer systems, parts, and software.

Reduced excess inventory by 75 percent.

Negotiated with vendors for extended return privileges on unsold products.

Reduced outstanding defective material returns from $50,000 to less than $1000.

Managed consignment inventory from two vendors. Ensured that cycle counts were performed and that inventory used, sold, or returned was accounted for.

Conducted quarterly inventory checks for all products.

Supervised one person charged as driver, shelf-stocker, and RMA clerk.

1985 – 1991 MIS:Press, Inc., Portland, OR

Purchasing/Office Manager/Warehouse Manager

Negotiated for printing and delivery of books with printers across the United States. Determined quantities and schedules based on pre-publications sales or current sales trends for the title.

Negotiated with trucking firms for best tariff rates when having books delivered or shipped.

Supervised an office staff of five. These included order entry, accounts receivable, and collections. Ensured that orders were processed promptly and accurately. Reduced outstanding receivables from over $160,000 on average to less than $5,000. Reduced days outstanding from an average of 68 to 25 while sales increased 250 percent.

Supervised warehouse staff of three. Ensured that book orders were shipped promptly and accurately. Upgraded manual shipping system to an automated system.

Approved authorizations for book returns. Checked that returns received matched the authorization and issued credits.

Publications – Author of several books on various software products:

Paradox for DOS: Quickstart; Que Publishing

Using QuickBooks; Que Publishing

Using CA Simply Money; Que Publishing

Easy Access 2; Que Publishing

In Business with Microsoft Access; MacMillan Publishing

Easy Access 95, Que Publishing

Microsoft SQL Server 2000; Prentice Hall Technical Publishing

Easy Access 2000; Que Publishing

Education

1984 – 1988 Portland State University, Portland, OR, Business/Accounting, No degree

Other training:

Internet Security, San Francisco, CA

Basic Firewall Configuration, St. Louis, MO

Basic Cisco Routers, Portland, OR

Military

1975 – 1981 U.S. Coast Guard, Yeoman First Class (YN1/E-6)

Personnel Specialist: In charge of a five-person office with over 300 officer and enlisted people assigned in seven different locations. Ensured that all personnel requests were completed promptly, accurately, and forwarded to the appropriate offices. Maintained all leave/vacation records, and completed all required promotion, demotion, court records, and orders in a timely manner.

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