Keith A. Miller

*** * ******* **, ******** *****

Ph: 480-***-**** email: ac49ry@r.postjobfree.com

Cover Letter:

As a seasoned Electronics Engineer level II/III technician and support specialist of over 30 years including IT manager, call center support supervisor and advanced sales experience with hardware software support, I am particularly talented in establishing protocols and procedures in the QA field including establishing a Q. A. department to benefit the company's quality services to it's customers. I troubleshoot and repair down to component level electronics, support clients via remote and on the phone and do not hesitate to offer hands-on training to coworkers to perform at their best and promote their own successes.

I am an all around knowledgeable individual in the information technology field with a vast knowledge in setting up computers, peripherals, wired and wireless networks, troubleshoot and debug problem areas without need of supervision. I pay special attention to servers and their software environment no matter if it is a MS Server, VM-ware, or a Linux/Unix based systems.

Not only am I an expert in all Windows based operating systems, but also indulge myself in alternative operating systems and correct any problem that may arise from such. I not only enjoy challenges in IT based components, VM-ware and other middle-ware, but also have the expertise in lay-out and hooking up the cat5 and other cables needed for networks and advanced communication devices.

EDUCATION:

2 years Kirtland Community College Roscommon MI - computer programming,

2 years ICS – Scranton PA Electronics, IT

1 year North Central Michigan College - various certification courses

CERTICATIONS:

DCSE Certified - Dell Certified System Expert

MS Excel, Access, MS Word, Various graphics programs, All current and previous Windows versions and also Linux and DOS. IPC 610-b Hand Solder certified, Manufacturing Efficiency (COMET), Visual Inspection, IPC A-610 Rev B. Successfully completed several managerial development classes

SECURITY CLEARANCE:

Inactive Secret

CITIZENSHIP: USA

OTHER EXPERIENCE:

Among others, install and troubleshoot hard drives, routers, graphics, sound, and network cards, SCSI devices, circuit boards, CPUs, and other hardware devices. Component level troubleshoot repair/replace electronic components, rework soldering.

Software such as MS Word, Ms Office, MS Excel, MS Database, MS server 2003, Adobe Photoshop, Sage Pro, Everest, Sunbird, DOS, Windows 3.0 to Windows 10, Linux, familiar with Solaris. Knowledgeable in other software such as: Cisco, Linksys, VMware, ASC3, Avast, Trend micro, McAfee, Symantec, IoBit, Gimp, Adobe access, IE/Firefox, Google applications, virtual meetings, and corporation based proprietary software.

WORK EXPERIENCE:

07/2017-present

J-Curve Technology

VoIP Technical support specialist

Troubleshoot and diagnose VoIP issues

Proficiency with Syntellect

Proficiency with Broadsoft

Proficiency with Telesphere

Proficiency with SimpleSignal

Professional phone presence

03/2016 – 07/2017

Freelance

Field Service Technician

Travel to the private sector to install or replace non functional electronic components.

Remove malware, spyware, adware and viruses from computers

Optimize computer systems, set up and install external computer devises.(

Advise and educate end users

01/2012 – 03/2016

DELL-UniSys

Field Service Technician

Travel to state/local government facilities, and the private sector to install or replace non functional electronic components.

Pick up and track inventory and disburse/return RMA equpment.

Document and report such repairs, or returns. Apply friendly customer service to the fullest extend. Educate and inform end users as needed.

09/2009-11/2011

CSC/ManTech

Field Service Technician-Journeyman

Trained in the VOSS and BOOMERANG systems

Specifics on VOSS are troubleshooting electro-optical systems to function properly as well as ability to install/De-install system from MRAP’s.

Specifics on BOOMERANG able to install and troubleshoot this counter sniper detection system is classified.

Troubleshoot component level and repair/replace.

Solder/De-soldered pcb’s.

09/2008 – 09/12/2009

Assmann Electronics, Tempe AZ

IT Manager

Implemented data base exchange of two different types software programs for efficiency.

Improved company's electronic merchandise catalog in the website for easy search and check-out.

Created specification sheets of electronic components for customer review.

Set up VM ware and virtual servers in the Linux environment.

Set up PDC and SDC in the virtual servers.

Rewired entire building with cat 5 cables for network access.

Reworked Active Directory while guided and trained personnel in the graphics department.

Design, install, maintain and the repair of all layer 3 LAN, VLAN routing, and physical layer architectures. Exhibits technical proficiency with Microsoft troubleshooting tools such as PING, NETSTAT, NBTSTAT, TRACEROUTE, IPCONFIG, ARP, and other applcations.

Demonstrated technical proficiency in the repair and construction of CAT-5, CAT-5e and CAT-6 straight-thru and crossover connectors and know how CAT-5 twisted-pair works.

Showed a working detailed knowledge and understanding of Windows Active Directory Domains integration and interaction with the network as well as knowing how the various components of domains play part in the overall functionality and stability of the network (i.e., DNS, DHCP and Cisco ACS in use with 802.1X authentication).

Contributed to the overall design of the network infrastructure.

Coordinated with other contractors to repair and make improvements to both the physical and logical LAN infrastructure.

Documented network configurations and diagrams.

Solder/De-soldered pcb’s.

Repaired, upgraded and installed all computers and work stations

Monitored and ensured network access and security.

Removed malware, spyware, adware and viruses.

Monitored and maintained MS Exchange 2003 mail server.

Maintained the stability of all W2K3 active directory servers, W2K3 exchange servers, application servers, core systems, Systems Disaster recovery plans, Backups on all System Admin hardware.

Maintained the stability of all W2K3 active directory/exchange/application servers with core systems support and Systems disaster recovery. Support both

32bit and 64 bit Windows hardware and software platforms.

09/2007 - 09/2008

Mitek Corp., Phoenix AZ

IT Technician

Brought end user support to a new level with updating all systems from 2000 to

2008 including hardware and external devices.

Incorporated Security and Telephony into the IT department

Reorganized the IT department and recovered security risks and holes.

In charge of the IT/MIS department at H.Q. including security and communications.

Repair, replace, and upgrade computer hardware and software.

Operate and manage peripheral devices and media tapes including monitor and manipulate print queues.

Network administrator in charge of access and security.

Set up various software and upgrade/change operating systems

Set up various network solutions for workstations and servers.

Assign Security Access Rights to directories, LAN/Wan Support

.Apply Active Directory.

Cisco routers and set-ups. MS Server and Exchange 2000/2003 MS Office 2000/XP/2003.

Use of remote access applications and troubleshooting. Experienced in SAN, NSF, and other back-up systems. Troubleshoot a wide range of client problems in addition to repairing servers and peripheral equipment, I.E., web systems and DNS, Mail, and news servers.

11/2005 - 09/2007

Etelecare, Phoenix AZ

Level II XPS and ACS Dell Tech Support.

Research and apply open source material for cost efficiency to end user

commendations for best support tech as per end user.

Various recognitions for most knowledgeable support technician

Install, set up and troubleshoot routers, VPN, wired and wireless networks, via phone and remote access support resolving any and all issues.

Part of support includes RMA and referral to sales department or customer support.

03/2003 - 10/2005

SimpleNet, Mesa AZ

Q. A. Supervisor and Inbound Supervisor Created and trained a QA team

Created the Quality Assurance Department

Created spread sheets and scoring system to monitor and score employees based on their performance.

Resolve customer issues not solvable by representatives.

Solve technical issues with connectivity and computer peripherals

Maintain and retain customer database.

Created Excel spreadsheets detailing dispositions of all calls per hour including sales, support and troubleshooting.

Took advanced tech support calls and trained support agents.

Created and trained a QA team

05/01/1998 – 01/10/2002

S&K Computer Products, Grayling MI

Senior Computer Technician (part time)

Set up complete retail store.

Inventory all merchandise and establish POS software.

Created contract with local government and local retailers.

Troubleshoot several different types of connectivity setup, email, and various Internet related issues to determine the source of the problem and resolve it.

Check systems and perform first line diagnostics on customer computers.

Provide support for installation and setup of computers, software and peripherals.

Create / delete client accounts and add computers to the MS domain Create and install software images on new PCs and install software programs.

Log, track and close tickets and calls with the Alerts and/or Remedy Systems

Train end users in software applications.

10/95 - 9/1998

K-Byte Electronics, Gaylord MI

Test Engineer/Electronic Technician (main position)

Troubleshoot defective circuit boards Conduct through-hole and surface mount soldering/fine-pitch soldering

Train,supervise new personnel and suggest/implement efficiency improvements.

Set testing schedule and assign personnel to test.

Maintain and direct a "million dollar a month" product line in the test area of production.

Prepare files, and maintain paperwork for daily production activities.

Solder/de-soldered pcb’s.

Follow the development, production, and maintenance of various products

Inspect for defects to IPC A 610 Rev B standards.

Solder components to boards

Prepare and design the test stations and functional test areas for functional testing of the following varied board types: money counters, ATMs, central processing units of banking security systems, medical equipment systems, gas pumps, and specialty computer component boards.

05/86 – 04/90

US Navy

RANK E4

Gulf war Veteran status

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