Engineer Software
Resume:
Melody Owens
****B Dorothy Lane
Azle, Texas ****0
acb1lv@r.postjobfree.com
SYNOPSIS
1. Corporate technical support assisting field personnel with
hardware/software issues
2. Home based technical support working with Macintosh desktops, Apple
iPhones, iPods and iPads
3. Entry level Field Tech working with RF and microwave technology
4. Drove 18 wheelers, dry freight traveling the East Coast in between
jobs.
5. Three years as a Senior Level Operations Engineer, third tier tech
support and NOC Manager monitoring a Network Operations Center,
Network Switching Center, TCP/IP, LAN/WAN, X.25 connectivity
6. Three years as a Network Operations Engineer, third tier tech support
7. Three years as a Senior Customer Support/Tech Support rep
troubleshooting landline, voice/data, cellular and GPS proprietary
technology
8. Over twelve years in the telephony industry
9. Over twenty years in data processing and computer operations
10. Mainframe and pc hardware/software upgrades, integrations and system
conversions
11. Setup pc's and users at sites remotely and directly
12. Trained users, technicians and management on hardware and software
applications
13. Two years as a legal secretary
14. Two years as an accounting clerk and receptionist
15. Worked through high school and college as a library assistant
16. Scheduled tasks and created/updated procedures documentation to meet
ISO compliancy
17. Familiar with the following software applications on an administration
support level: Windows XP/Vista/7, MS Office Suite/Outlook Exchange,
Apple/Macintosh, AS400 host software, SCO UNIX, AIX, HP Openview, SQL,
SAP. various communication managers, various GPS tracking
applications, OS4, RPGIII, BASIC, MS DOS, Novell Netware, pcAnywhere,
Go To Assist, BackStage Pass, Helpdesk Pro, Cisco VPN, Citrix, ftp,
telnet, Vmware, Hyperterminal, Hummingbird Exceed, Bomgar, TCP/IP
protocols, Active Directory, Remedy, Service Manager/Center,
Sharepoint, JD Edwards One World. LILO, Passport, SBC, a la Carte.
18. Familiar with the following hardware/firmware on a technical support
level: Windows compatible desktops/laptops, Macintosh
desktops/laptops, iphones/ipads/ipods, Fujitsu T Series Lifebooks,
Dell and Lenovo desktops/laptops and all associated peripheral
devices. AS400 B60 and E45, IBM RISC 6000, 520 and 980, IBM E9000,
UNISYS, VAX 11/785, VAX 11/750, VAX 8250 and 8650, WANG, various
wireless modems/routers, Telestar switch, Bay/Nortel networks, Cisco
routers, hubs and switches, various LAN/WANs, NEXUS, Clearwire RSUs
and ATAs, and Beceem RF Scanners, various Windows/Exchange servers
PROFESSIONAL EXPERIENCE
May 2013 - December 2013 Xerox Corporation, Lewisville, TX Contracted
to Walt Disney Companies (TWDC) providing technical support for software
and hardware issues via remote access methods (HelpdeskPro, RDP, Cisco
Remote Access) for a worldwide entertainment industry within an SLA
mandated first call resolution requirement. TWDC includes Disneyland, Walt
Disney World and Disney Consumer Products, ABC, ESPN (including on air
critical issues) and 40 other affiliates. Support is provided for Dell
and Lenovo desktops/laptops utilizing Windows XP/7 operating systems. AS400
password resets. Point of sale assistance to TWDC employees at entrance
and attraction areas, restaurants and TWDC stores. Setup users with
Active Directory, AS400, Windows and Outlook profiles. Setup and assist
with VPN issues such as Citrix and Backstage Pass access. Support includes
hardware peripherals, Microsoft Office and Outlook issues, assist with SAP
application problems, connectivity/VPN issues within a first call
resolution environment. Setup and activate iphone/ipads/tablets. Issues
are reported via telephone, emails and chats. Documentation, accurate
reporting of issues and proper escalation of tickets to exceed SLAs are
priority. Hardware/software utilized: Lenovo, Dell, MAC/MacbookPro,
iphones/ipads,ipods, Lion IOS, Safari, Windows XP/7, Sharepoint,
HelpdeskPro, BackStage Pass, LILO, Passport, SBC, a la Carte, Cisco Remote
Access, Active Directory, MS Office and Outlook. Starting to learn Windows
8.
June 2012 - December 2012 The Computer Merchant, Coppell, TX - Contractor
(Computer Sciences Corporation) providing technical support for software
and hardware issues via remote access methods (Bomgar, Cisco Remote Access)
for a worldwide educational testing facility. Provide support for Dell and
Lenovo desktops and laptops utilizing Windows XP/7 operating systems.
Setup users with Active Directory and Citrix. Support includes hardware
peripherals, Microsoft Office and Outlook issues, access to various testing
and scoring applications, connectivity/VPN issues within a first call
resolution environment. Issues are reported via telephone, emails and
chats. Documentation and accurate reporting of issues and proper
escalation of tickets to exceed SLAs are priority. Hardware/software
utilized: Dell, Windows XP/7, Sharepoint, Bomgar, Cisco Remote Access,
Active Directory, MS Office and Outlook.
April 2011 - January 2012 Matrix Resources, Dallas, TX - Contractor
(Galderma Laboratories) providing corporate technical support for a
pharmaceutical company's Field Reps, District Managers, National Account
Managers and Medical Services Liaisons. Provide support for Cegedim
Dendrite Mobile Intelligence/Impact proprietary software, Windows XP/7,
Microsoft Office and Outlook issues, problems with corporate intranet and
internet, determine hardware or software issues via remote access, phone
and email; optimize laptop performance issues, provide laptop setups
determined by Rep's position type, assist in training Field Reps in using
laptops and software, assist and train Field Reps how to create customized
territory and account reports, reimage and uninstall/reinstall hardware and
software. Hardware/software utilized: Fujitsu T Series Lifebooks,
Cegedim Dendrite Mobile Intelligence/Impact, Windows XP/Windows 7,
Microsoft Office/Outlook Exchange, Active Directory, Sharepoint, Remedy.
November 2010- April 2011 Kelly Services hba Apple Support - Home based
technical support assisting customers with Apple products (iPhone, iPods,
iPads). Hardware/software utilized: MAC, iPhone, iPad, iPod, MS Office,
Snow Leopard.
December 2009 - October 2010 Clear (Clearwire), Inc., Dallas TX -
Field Technician: this is an entry level position which includes RF
signal and microwave transmission issues. Once trained, my territory will
be up to 70 microwave towers.
January 2009-December 2009 Clearwire (Clear), Inc., Milton, FL - VoIP
Technical Support Rep: Assist customers with internet and VoIP issues
including RF signal problems, no dial tone, setting up telephone system,
setting up voicemail and other Clearwire phone features. Hardware/software
utilized: Windows XP/Windows 7, Microsoft Office/Outlook, Exchange, Active
Directory, Sharepoint.
October 2005-November 2008 Perot Systems, Inc., Plano, TX - Systems
Integration Analyst: I began my assignment as a Matrix Resources
contractor but was hired permanently. I assisted their healthcare and
other Perot customers with AS400 application issues and JD Edwards One
World. Setup new users and permissions on AS400 and using Active
Directory, proactively monitor report, escalate and document all AS400
connectivity and application issues. Virtually trained new employees in
India on the day to day AS400 operations and administration. The job was
outsourced to India. Hardware/software utilized: Dell, Windows XP/Windows
7, Microsoft Office/Outlook Exchange, JD Edwards One World, AS400 emulation
software for pcs, Active Directory, Sharepoint, Remedy.
July 1996-October 2004 Remote Dynamics, Inc., Richardson, TX - Positions
held with this company were Senior Customer Care Rep, Network Engineer II,
Senior Network Operations Engineer and NOC Manager. This company
implemented and maintained proprietary hardware and software for their
customers with MS Windows, AS400 and AIX platforms. The company provided
GPS, data/voice communications hardware/software for trucking companies and
the trucks. Duties included second and third level technical support for
the trucking company hosts and truck drivers. Monitoring, documenting and
escalating user and host issues (Windows and AS400 based hosts), TCP/IP and
X.25 problems and working with telecom vendors to resolve issues.
Monitored and helped maintain the Network Switching Center and Network
Operations Center, supervised 10 employees, reporting directly to the VP of
Operations. Maintained system uptime goals and system integrity. Started
and maintained ISO compliant documentation procedures for all documents for
the Customer Care Dept and the NOC. Maintained departmental metrics on
network availability and departmental budgets. Beta tested all hardware
and software applications prior to final release. Hardware/software
utilized: Windows, MS Office, Remedy, HP Openview, SCO Unix, AS400 E45, C,
NEXUS, Telestar, Cisco switches/routers.
December 1995-July 1996: Snap Drape, Inc., Carrollton, TX - Computer
Room Administrator and Novell System Administrator. Maintained Macola
software and Novell network, assisted with conversion to Sierra custom
software, ran all backups, supervised order entry processing and billing,
assisted users with application and hardware issues. Hardware/software
utilized: Windows, Novell, MS Office.
August 1995-December 1995 Manpower and Kelly Personnel services -
various temporary employment until hired permanently with Snap Drape.
October 1993-June 1995 U.S. Trails, Inc., Dallas, TX - Computer
Operator. Execute/monitor required and requested jobs on IBM RISC6000,
maintained system integrity. Assisted computer operations relocation from
Mississippi to Dallas, TX. Trained new supervisors and operators created
and maintained procedure manual and production schedule.
Hardware/software utilized: AS400 B60, RISC6000, Windows, MS Office.
March 1993-October 1993 SSI Group, Mobile, AL - Secondary Computer
Operator. Run all backups, pharmacy audits and billings on IBM E9000 and
VAX 8250 platforms for Springhill Memorial Hospital. Assisted users with
hardware problems.
July 1990-December 1992 Touch1 Long Distance, Atmore, AL - System
Administrator/Operator on IBM AS400 E45 and B60. This was a one person
shop, full scale computer operations, administration and troubleshooting
user and system issues. Ran all backups, upgrades, required and requested
jobs, install/deinstall hardware/software. Closely monitored system to
maintain system integrity and performance.
October 1988-February 1990 Southern Steam, Inc., Mobile, AL - Contracted
for a system conversion from VAX8650 to IBM AS400 B60. The B60 was a
showcase project for IBM and the first B60 system in the southeast US.
Also assisted remote users with user and device setups, ran all backups.
April 1986-September 1988 Computer Sciences Corporation, Huntsville, AL
- Computer Operator located at NAS Saufley Field, Pensacola, FL. Execute
and monitor daily production runs on VAX 11/785, VAX 11/750, VAX 8250 AND
WANG.
EDUCATION
May 2003 Global Knowledge, Irving, TX CCNA classes completed
(test not taken): Internetworking with Routers &
Switches
Interconnecting Cisco Network Devices
Internetworking with TCP/IP
Understanding Network Fundamentals
Internet and Network Communications
Nov 2002 Global Knowledge, Irving, TX Voice Over IP Engineer
Certification
Nov 2002 Global Knowledge, Irving, TX Wireless Engineer
Certification
Oct 2002 Global Knowledge, Irving, TX Asynchronous Transfer
Mode Engineer Certification
Jan 2002 Global Knowledge, Irving, TX Telecommunications
Analyst Certification
Oct 1994 U.S. Trails, Inc. IBM sponsored AIX training
Jul 1992 Touch1 Long Distance IBM sponsored AS400 training
1976-1980 Pensacola Jr. College business and secretarial
Contact this candidate