Support Manager
Resume:
Peter A. Banks
Northborough, Massachusetts
***********@*******.***
https://www.linkedin.com/in/peter-banks-013849170/
Ref: Technical Support Engineer/Systems/Network/SQA Engineer Position
Please note the following 3 things about me:
1.I enjoy working with People - I am a Sr. Technical Support Professional - I am comfortable providing level 1 2, & 3 support for both Hardware and Software applications with over 25 years’ experience. I am very comfortable & enjoy working with people. I enjoy training customers as needed.
2.I enjoy installing & working on Systems - I am a Sr. Systems Support Professional – who has installed, administered and supported both Microsoft and Linux/Unix Operating Systems, Software Applications & Hardware as well as SQL Databases.
3.I enjoy installing & working with Networks - I am a Sr. Networking Support Professional - who has supported and tested Networks (LAN/Wan/) hardware, SNMP based network management Software and Network Service Level Agreement Monitoring Solutions on Video/Voice network services. Involving SIP, RTP, MGCP & RFC Basic Network performance measurements.
Currently At EXFO/Brix Networks: I support the EXFOWorx/BrixWorx VOIP/Video/Network performance Service Level Agreement (SLA) testing/monitoring Solution software/hardware using Active & Passive testing. Provided Linux system, EXFOWorx Application & Oracle Database install/operation/debug support.
At EMC: As a Contractor with BKS INC, I was a UNIX Support Specialist doing installs and maintenance on Unix (Solaris HPUX AIX)/Linux Systems (Redhat, Centos, SuSe, Fedora) in both offices and labs.
At Black Duck Software: I did Technical/Customer Support on Open Source license obligations tracking software. Support of this product required knowledge of PostgreSQL and Java/Tomcat, SuSe Enterprise & Redhat Enterprise Linux and Windows.
At Cisco Systems: I did Automated Regression testing on IOS images running on Cisco small and midrange routers and switches. In addition to learning the Cisco IOS interface user commands set, I learned Cisco’s ATS test system. I re-integrated around 50 of the approximate 60 NAT tests to other testbeds
At Ennovate Networks: I wrote Linux automation test & configuration test scripts. These scripts ran from Linux platforms to configure and test edge routers, which had a user interface similar to Cisco’s IOS. I coded these scripts using UNIX shell, TCL, Expect, Scotty, HTML, CGI, and Java Script.
I also did extensive testing of Rip and BGP using ANVL. We were in process of evaluating using ANVL for TCP stack testing. When Company lost funding. Administrated the Lab web servers for CGI test applications I also did SNMP MIB II conformance testing on product.
While at 3C0M in Marlborough: I provide Technical Support and SQA testing of System\Network Management Software Applications on both UNIX and Windows platforms, as well as most of the networking hardware product lines. This required extensive system \ networking administration expertise, including extensive Operating System and Web Server installations and configuration skills for both Windows and UNIX.
Developed extensive understanding of HP OpenView Node Manager and provided user support to 3COM Customers and Field People on Network Management issues. I also provided Technical Support for most of 3COM’s Networking Hardware product lines.
During my time working for TMA at Bath Iron Works: I provided to the US Navy consulting support for PC-Desktop/LAN/Wan Issues. The PCs ran Microsoft Windows Operating Systems on Novell and IP Networks.
I also designed, built & assisted in management of Novell networks for naval command of 600 users.
I also provided level-3 support to the Command of 600 users on emergency problems.
Provided training to Navy personnel on Network Operations and Administration.
While at Fairbanks Scales: I Provided Customer and Sales Support of PC Scale apps on Dos and QNX.
Taught 6-day PC repair courses to Fairbanks Field Scale Technicians. Designed Built and managed Novell Local Area Networks for them. Wrote software fixes and applications in Pascal, C, Dbase, & Clipper
I look forward to talking with you at 508-***-**** or ***********@*******.***.
Peter A. Banks
137 East Main Street
Northborough, Massachusetts
***********@*******.***
Skills:
Operating Systems (O/S): Redhat, Centos / SuSe Linux, UNIX Windows 10, Rasberry PI
Network Operating Systems: TCP/IPV4 IPV6 Novell,
VOIP Protocols: SIP, RTP, .H323 MGCP Golden Phone.
Network Physical Layer Technologies: Ethernet, 802.X, Carrier Ethernet, VLAN, PPP, FDDI, POS, SONET, TI, T3, DSL, cable modems, serial communication.
Networking Protocols: BGP4, RIP, MPLS
Application layer Protocols: SIP H.323. MGCP, SNMP, SSH, SSL, RSH, Telnet, ftp, NTP, SMTP, DHCP, DNS, Radius.
Network Equipment: Bridges/Switches (Bridges spanning tree), routers, servers, and gateways
Network Management: SNMP\RMON MIB Support, HP Node Manager, HP OpenView, Transcend Enterprise Manager (3Com), and NetView for AIX, Sun Net Manager for UNIX.
Hardware: Digital and analog circuit design debug and repair. PC repairs A++ Certified.
Application Administration: Apache Web Server, Tomcat, Samba, Oracle, PostgreSQL, MySQL, Visio, Ghost, SSH server/client, SSL, telnet server/client, FTP Server/Client, NTP, VM
Application Development: Programming/applications development and user/customer support in the following: SQL/Oracle/MySQL/PostgreSQL Tomcat, Test Automation, Scotty Perl/TCL/TK, C\C++, Expect on TCL and Perl, UNIX Scripts, Bash, Win32 API, HTML, CGI, Pascal, Java Script, Java.
SQA Tools: Anvl, Smartbits, Sniffer Ixia. Wireshark
SQL Database: Oracle, Postgres, MySQL
Experience:
July 2007 to Current: Sr. Technical Support Eng. EXFO/Brix Networks SA:
Supported the EXFOWorx/BrixWorx VOIP/Video/Network performance Service Level Agreement (SLA) testing & monitoring solution software/hardware on the EXFOWorx Solution.
Provided hardware support to EXFO test Probe/Verifier Network test OSE & Linux Appliances Provide support to Active and Passive Testing Involving SIP, RTP, MGCP, MOS & Network performance measurements and RFC based test protocols (TWAMP, RFC based Turn-up test. DNS, NTP Throughput, jitter, Latency)
Provided customer training as needed.
Provided EXFOWorx install/upgrade/patch Support to Customers
Provided Linux system debug & application Support for the EXFOWorx app as needed
Provided Administrative support to EXFO Product Licensing.
Provided Process optimization for Product licensing.
Provided level 1 2 & 3 support to customers.
Created updated & tracked customer cases & bug tracking databases (Salesforce, Bugzilla, Jira).
Conducted interactive debug sessions with customer using phone, Webex & Skype.
Served in the normal ON-Call rotation for off hours Support.
Managed the ON-Call schedule among the support team and coordinated schedule with answering service.
Nov 2006 to May 2007: Contract Systems Eng. EMC/Business Knowledge Services: Contractor at EMC as UNIX Support Specialist. I Supported users in Office and Lab environments on UNIX (Solaris HPUX AIX)/Linux systems; Doing installs of OS and System software, and other maintenance activities.
Oct 2005 to October 2006 Technical Support Eng Black Duck Software Waltham MA.:
I supported Open Source license obligations tracking software. Support of this product requires knowledge of Redhat Enterprise & SuSe Enterprise Linux, PostgreSQL, Java\Tomcat and Open Source Licensing Obligations.
Dec. 2004 to June 2005: Contract Software Eng at Cisco/Amport (6 month) Software Eng. Boxborough, Ma.
Learned the Cisco ATS Automated Test System at
Learned the Small and Medium product lines of Routers & Catalyst Switches.
Provided automated testing support on regression testing of IOS on small and medium Cisco Routers and switches. Re-integrated 50 ATS NAT suites onto new testbeds Did other administrative task IOS_NRT ATS testbeds
August 2004 to Dec 2004: Research Analyst at Ives Inc. Sutton, Ma
Provided Networking/Linux/Sun Consulting-Contracting Services and PC Repair Services
Provided Network Security Consulting Support and Training
Provided Network Optimization Consulting Support and Training
Provided Linux Consulting, Support & Training on Integration of Linux Boxes with Window Samba.
Provided Sun Solaris Box System and Network Admin Installation, Consulting and Training
Installed & Supported MySQL SQL Server, Samba, Apache Web server, php, as well as SSH & SSL.
Provided research and data entry on Ives Change of Auditor database from data from SEC.
Oct. 2001 to Aug 2004: Provided PC/Linux repair and training services
Provided Linux Consulting, Support & Training on Integration of Linux Boxes on a Window based network with Samba.
Learned Perl MySQL & PostgreSQL.
Taught informal A++ training classes.
Developed expertise on Fedora, SuSe, Mandrake, and Gentoo Linux.
Jan. 2001 to Oct. 2001: Sr. SQA Eng: Ennovate Networks, Boxborough, MA
Developed test automation scripts utilizing TCL for test configuration.
Developed TCL/Expect scripts for ANVL protocol conformance analyzer on RIP, BGP4, and TCP
Became fluent in TCL, Expect, Scotty, CGI, and HTML.
Developed CGI based SNMP WEB browser Tool and CGI agent code download tool.
Performed MIB 2 Compliance testing. Installed and administered Redhat & SuSe Linux. Installed and administered Apache Web Server. Performed SQA Manual & automated testing on Edge Router for RIP, BGP & TCP with Cisco IOS commands
Nov 1999 to Nov. 2000:Sr. SQA Eng: Network Management Products - 3Com, Marlborough, MA
Wrote test plans and tested 3Com SNMP/RMON Network Apps that worked with HP OpenView Products for NT, Node Manager for UNIX and OpenView for Windows. Created/tracked Bugs when needed
Oct 1994 – Nov 1999 Sr. Technical Support /Escalation Eng - 3Com Marlborough, MA.
Provide to 3Com Customer and Field Eng Installation/Upgrade/Patch Support.
Worked Customer Case, Bug Documentation & escalations.
Supported 3Com’s SNMP Based Network Management Product Software which ran under HP OpenView Node Manager for NT, Node Manager for UNIX, and OpenView for Windows.
Supported 3Com Ethernet, Token Ring, ATM, & FDDI network hardware, switches & routers
Support 3Com ATM LAN Emulation NLM on Novell Servers and ATM PC NIC cards
Administered CSO test lab Novell Servers in Ethernet, ATM, and Token Ring environments
Supported Coordinated, maintained, and planned for CSO Test Lab PC Resources.
Jan. 1993 to Oct. 1994: Systems Analyst at Technology Management and Analysis Corp, Bath, Me. (Now L3 Corp) Provided LAN/WAN support and consulting for US Navy Superintendent of Ships (SupShip) at Bath Iron Works.
Designed, installed, configured & administered Novell LANs.
Analyzed, designed and implemented Novell for SAA Gateway
Generated a unified networked menu
Supported TCP/IP network configuration.
Analyzed the needs of SupShip for Windows based applications.
Wrote a white paper titled Protocol for Management of Windows Apps on a Network.
Implemented the plan after SupShip acceptance.
Created utilities in C, and Xbase, that resolved system configuration problems, such as license management software for a commercial TCP/IP software package, & utilities to access information stored on Novell networks.
Provided training to SupShip personnel in LAN/WAN management
Analyzed Supship needs and formulated cost estimates for proposals on computer equipment.
May 1989 to Dec. 1992: Systems Support Engineer at Fairbanks Scales St. Johnsbury, Vt.
Provided technical support which includes:
Provided direct customer hotline support for problem diagnosis
Debugged Fairbanks application software written in Turbo Pascal, and Xbase.
Analyzed user needs and authored a series of technical tips for customers and Service Personnel.
Supported Custom App running a UNIX clone (QNX).
Created utility programs in Clipper (Dbase III+) Turbo Pascal, C, and Assembly
Provided to field repair and sales personnel support, which included:
Supervised and trained factory PC repair technicians as well as field repair personnel.
Prepared curriculum and taught classes in computer repair and MSDOS for field repair personnel.
Expedited delivery of RMAs to customer sites
Provided support to Sales Engineers on Fairbanks hardware/software weighing systems.
Provided to the St. Johnsbury facility Technical support, which included:
Furnished internal PC and network support to other departments.
Defined procedures for software documentation and revision Control.
Wrote Clipper program to track customer problems
Designed, installed, and administered Novell and Lantastic networks.
Education:
Worcester State College Mathematics ‘c’
Boston University Pascal, Macro-11 Mathematics
University of Southern Maine liberal arts
Cairn University Two Years Liberal Arts
Certifications:
General Radio Telephone License with a Radar Endorsement formerly called a First Class Radio Telephone License with Radar Endorsement. Three years two-way radio and commercial (Broadcast) radio repair experience.
COMPTIA A++ Certified
Contact this candidate