Engineer Technician

David Brundage

Technical Support Engineer

**** * ****** ******** **** ( Anna, TX 75409

972-***-**** home 469-***-**** cell ( ******@*******.***

http://www.linkedin.com/pub/david-brundage/48/ab3/402

Introduction

Technical Support Engineer experienced in technical product support,

application support, and technical customer support, in presales, post

sales, production, and R&D areas. I support both off the shelf and

proprietary products. I enjoy working with new technologies and strive to

gain more knowledge and expertise supporting emerging technologies.

Areas of Expertise

Wireless Technologies Cloud Computing TCP/IP Protocol Suite

Convergence Technology Inventory Control SaaS (Software as a Service)

Root Cause Analysis Technical Documentation New Product Development

Product Support Applications Support Information Security

Special Projects Wireshark Technical Customer Support

Log Review Product Installation Customer Training

PC Support Proprietary Product Support Network Support

Research and Development Microsoft Windows Test Case Preparation

(R&D)

Career Profile

Concentra, Helpdesk Technician 1/2013-Present

. Answer internal and external customer calls to reset passwords for

applications in a Citrix environment.

. Verify customer identification by asking security questions.

IPcelerate, Inc, Software Support Engineer 9/2008-1/2012

. Assist internal and external customers in resolving complex technical

issues of enterprise level application software.

. Resolve customer technical issues via phone, email, and remote access.

. Install and configure enterprise level software onto customer's

Microsoft Windows Server 2003/2008 servers.

. Provide customer training on application operation, use, and

configuration.

. Use Wireshark, log review, and other tools, to identify and correct

technical issues.

. Advise customers how to configure the software application, their Voice

over Internet Protocol (VoIP) network and Cisco Unified Communications

Manager (CUCM) to allow company software application to properly operate.

. Insert and run Microsoft SQL (MSSQL) commands.

. Perform root cause analysis of issues.

. Interface with developers when needed to provide application logs and

to assist in issue resolution.

. Create how-to documentation to further explain procedures to

troubleshoot and resolve recurring issues.

. Answer customer pre-sale and post-sale questions.

. Participate in special projects.

. Attend weekly meetings to discuss ongoing issues and how to resolve

them.

. Prepare test cases for new product development.

. Provide feedback to improve products.

. Document customer issues using NetSuite.

CompuCom, Level II Deskside Engineer 12/2005-6/2008

. Support customer Microsoft Windows computers.

. Troubleshoot personal computer (PC) and network errors.

. Install and upgrade Windows operating systems (OS), software packages.

. Install and configure Dell laptop wireless clients.

. Maintain wireless network.

. Configure Blackberry devices.

. Respond to user needs and questions in person; remotely by phone,

email, and NetMeeting.

. Document customer issues in Clarify help tickets.

. Perform personal computer (PC) preventative maintenance.

. Remove viruses and spyware.

. Improve efficiency by starting an online knowledgebase to facilitate

quick resolution to reoccurring issues.

Galaxy Systems, IT Support Specialist 9/2005-11/2005

. Support customer's Microsoft Windows computers and networks in a field

service environment.

. Install and upgrade Windows operating system (OS) and software

packages.

. Perform personal computer (PC) preventative maintenance.

. Remove viruses and spyware.

. Troubleshoot personal computer (PC), network, Internet, and email

client issues.

. Document trouble issues and make reports as needed.

Six B Labels, IT Support Specialist 10/2004-5/2005

. Support company personal computer (PC) and Local Area Network (LAN)

user environment.

. Support desktop applications.

. Monitor, review, analyze, and troubleshoot network (LAN) and personal

computer (PC) related performance issues.

. Respond to user needs and questions.

. Evaluate network and system services.

. Recommend network (LAN) modifications as needed.

Texas Instruments, Lab Support Technician 3/1999-1/2004

. Support ADSL modems by executing software quality tests on production

level Microsoft Windows drivers.

. Uncover and resolve issues that were often overlooked.

. Perform root cause analysis.

. Document issues and present solutions.

. Review various ADSL driver, web, and user interface software packages.

. Participate in weekly meetings to determine severity of issues

regarding ADSL driver.

. Assist in the installation, maintenance, and upgrade of lab Local Area

Network (LAN) and equipment.

. Install and maintain lab ESD stations.

. Assist engineers and coworkers in the setup and validation of test

stations.

. Manage laboratory infrastructure.

. Control lab inventory.

. Improve efficiency of lab inventory process with purchase pocket PC.

. Schedule lab equipment to be calibrated.

. Write reports as needed.

. Document test procedures.

. Edit help files.

. Collect and format test data.

. Positively interact with customers, guests, and vendors.

Zlan, Ltd., Electronics Technician 3/1997-7/1998

. Troubleshoot circuit boards to the component level.

. Repair circuit boards to the component level.

. Use oscilloscopes, multimeters, and other electronic tools.

. Test circuit boards for RAM memory tester subassemblies.

Osi, Inc., Electronics Technician 11/1993-2/1997

. Troubleshoot circuit boards to the component level.

. Repair circuit boards to the component level.

. Use oscilloscopes, multimeters, and other electronic tools.

. Program EEPROM memory chips using DATA I/O.

. Complete final assembly of the product.

Education & Training

Collin College

. Cisco CCNA

. Convergence Technology

. Voice Over IP (VoIP)

. Wireless Technology

. CompTIA Security+

. Macro Economics

A.T.I. Career Training Center

. Information Technology/Network Administration

Amtech Institute

. Electronics Technology

Self Taught

. Bilingual English/Spanish

Certifications

CompTIA

. A+ Certified Professional

. Network+ Certified Professional

Electronics Technicians Association

. Certified Computer Service Technician

Electronics Technicians Association

. Certified Electronics Technician

Community Service & Associations

North Central Texas Herding Dog Association

. Vice President

High Pointe Church of Christ Food Pantry

. Volunteer

Travel

. Open to travel, including nationwide and international travel

Contact this candidate