Technical Support Engineer

MARK DURNEY

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

978-***-**** *******@*****.***

INFORMATION TECHNOLOGY

Accomplished and dynamic professional with solid and diverse experience in the fields of Support and Information technology. Proficient in computer hardware, software, i.e operating systems. knowledge of current technologies in networks, and Windows and Mac hardware, and Software applications. Highly motivated and demonstrates professionalism in handling various organizational functions. Highly dependable in delivering effective issue resolution and user technical support utilizing various system, with strong ability to assimilate job requirements, and successfully implement and complete projects. Excellent analytical skills with keen attention to detail, ability to analyze situations, and research information to develop sound and ethical business solutions. A team player with effective interpersonal and communication skills, adept at building productive relationships and building rapport with a diverse set of individuals.

Core Competencies

Organizational Leadership • Strategic Planning & Implementation • Performance Improvements • Client Relations Management • Customer Service • Hardware & Software • Technical Support • Diagnostics & Troubleshooting • Servers

CERTIFICATIONS

Solaris System Administrator – 2.5.1 & 2.6 Solaris Network Administrator– 2.6 & 7

PROFESSIONAL EXPERIENCE

Black Duck Software, Burlington MA 8/2014 to Present

Sr. Technical Support Engineer

In this position, I diagnose problems in a tier 3 environment which includes java and browser based clients, an application server, and a back-end database. Reproducing product issues for resolution by Engineering. Providing product usage guidance to our customers. Work with the pre-sales to provide technical support for sales activities where needed. Proactively provide online content, including solutions to common problems, and provide preventative advice and answers to our customer forum questions. Assisting customers with communications, including technical product announcements, shipping media and making upgrade recommendations. Enhance customer satisfaction by timely responses, consistent communications, resolving each case promptly and to provide escalation to support management if requested. Some of the products I used daily,

Tomcat Server JAVA & JavaScript & PHP Eclipse - various versions

Postgresql - database - versions 8.x - 9.x VMWare Sphere 5 -To recreate customer environments

Adobe Connect - Webex Sessions Operating Systems - Windows & Linux - Red Hat Enterprise & CentOS

Salesforce - Call tracking system Outlook Mail Jira Bug Tracker Firefox & IE Browsers

Volicon, Burlingtron MA 5/2013 - 8/2014

Technical Support Engineer-

Help customers to configure windows operating systems for the installation of the Volicon software. Creating video encoders to stream video for recording and logging. Troubleshooting issues with analog and digital video transport streams and related capture card issues. Working on storage issues related to LSI 3Ware raid arrays, including degraded arrays. Also involved in all RMA transactions. Also help to configure and troubleshoot issues related to the network, TPC, SNMP, NTP etc, as well as database problems using MySQL database. Communicating with customers and peers, providing timely updates. Writing high quality technical documents for customers and peers. Escalating cases to application engineering as needed. Some of the products I used daily,

CRM and/or trouble tracking systems Windows & Linux Operating systems 3Ware LSI Raid Software

Bomgar Remote Connectivity Software MySql Database Salesforce TCP/IP utilities, WAN/LAN

Cisco anywhere connect windows 7 Scripting VMWare

EMC / RSA Security 2/2013 to 5/2013

Technical Support Engineer (SilvertailSystems)

Assisted customers (Banks) with issues regarding the Silvertail systems product. investigated possible security issues like "man in the middle" & "browser in the middle" for example. We investigated all discrepancies by gathering logs and other pertinent information and would then recreate the customers environment on a VM to investigate each issue thoroughly. Did webex sessions when needed, filed bugs with engineering when an issue could be reproduced at will. Some of the products I used daily;

Windows & Linux MySQL VMWare Cisco Webex HTTPS Port Monitoring(SPAN &VACL)

Oracle Corp. (Sun Microsystems Inc.), Burlington MA 7/1997 to 9/2012

Technical Support Engineer positions held

Operating Systems Group 4/2009 to 9/2012

Assisted and resolved customer issues including booting, patching, live upgrade, zones, ZFS and various basic and advanced sys-admin issues such as backups and cron jobs. Interacted with customers via phone, email or WebEx session and gathered information regarding issues. Reproduced issues on lab machines and prepared detailed action plans for customers to follow. Filed bugs with the engineering team and created technical documents on how issues were resolved. Performed troubleshooting and resolved issues in timely manner, based on information gathered from the customer.

Some products used daily;

X64 Software & Hardware 11/2005 - 4/2009

Assisted customers with various issues, including booting issues, Grub, PXE installs, hardware raid and ilom. Utilized tools including ipmitool, explorer and core files to gather information from customer to determine type of such as bug or configuration. Reproduced customer’s issues on lab system. Updated customers regarding progress on issue. Collaborated with field engineers during customer site visit. Conducted bridge calls and WebEx sessions with customers. Resolved booting, Grub, PXE installs, hardware raid and ilom issues.

Networking Group 7/1997 - 1/2001

Assisted customers with various network issues, ranging from simple interface configuration, to more involved routing issues. Did webex sessions when it needed, created action plans for the customer to follow. Opened bugs once I was able to reproduce the issue and then acted as the liason for the customer to our engineering dept. I support over 20 networking products; NIS, DNS, LDAP, DHCP, Sendmail, TCP/IP, vlans. Some products used daily for all jobs above

Live Upgrade Zones ZFS LDOMS VMWare Sun Volume MGR (formerly Disk Suite)

Cisco Wbex Software GRUB ipmitool PXE boots Explorer Core files ilom

Systems Administrator- IT-OPS (Burlington Campus Support) 1/2001 - 11/2005

Supported Burlington campus, which consist over 2,000 systems. Managed Sun hardware, servers, workstations and personal computers. Served as Lead system administrator for all Sunray servers and supported three sites consisting of over a thousand SunRay client appliances, which I monitored on a daily basis. Participated in server upgrade projects. Performed rebuilds and upgrades on all servers when required. Functioned as Lead system administrator for samba. Performed all aspects of account administration, which consisted of home directory moves, jumpstarts, recovering deleted files, new user setups, remvoving user accounts, email account issues. Some products used daily;

Solaris OS RedHat Linux SO Tool ticket tracking Canary Monitoring tool NIS SendMail Legato

Samba Disk Suite (volume mgmt) Sun Flash Sun Cluster 3.1 TCP/Ip suite Shell Scripting

EDUCATION

Northern Essex Community College, Haverhill, MA: Working towards an Associates Degree

Contact this candidate