Technical Support Project Manager

CONRAD G. DRUMHEISER

*** ********** ***. #*** . ***********, Ohio 44241 . 330-***-**** .

***********@*****.***

SUMMARY

Seeking a full-time position utilizing my education and computer skills in

an organization that recognizes, encourages and rewards employees who

demonstrate integrity, dedication and enthusiasm by providing opportunities

for ongoing education and advancement.

EXPERIENCE

EVOLVEIP, Independence, OH July, 2013 -

July, 2014

Level 1 Virtualization Support Engineer

. Provided daily audit of Dell AppAssure & Veeam backup systems to

ensure all customer VMs are protected per SLA

. Responsible for remote technical support of IaaS customers

. On-site technical support for MSP customers when necessary

. Supported Level 2 & 3 Engineers infrastructure work at Expedient data

centers

. Troubleshooting of Citrix XenApp customer's issues

. In-house technical support for consulting and sales departments of

EvolveIP

. Worked with sales/account managers to accurately specify product paths

for needed upgrades or planned rollouts

TIMEWARE, INC., Twinsburg, OH Oct,

2010 - June, 2013

Technical Officer

. Author of documentation on Windows and Linux methodologies for

utilizing open source software components

. Developed list of tool sets for field technicians for hardware

installation, extraction and maintenance

. Responsible for development of cable specifications for new components

for use in next generation of biometric time clocks

. Evaluated 3rd party embedded systems for insertion into our product

spectrum

. Wrote evaluation code for cross-compilation and execution on 3rd party

devices

. Developed guidelines for implementing Linux as an alternative

operating platform for biometric time clocks for cost savings in

hardware evaluation and potential customer savings

. Responsible for research, implementation and documentation of

alternative hard drive imaging "Ghosting" software for internal usage

. Coordinated with overseas partners to source lower cost components for

upcoming product releases

. Implemented trouble ticket system for customer issue tracking

TIMEWARE, INC., Twinsburg, OH Jan,

2008 - Sept, 2010

Solutions Specialist & Coordinator

. Developed project plans for new customer implementations

. Provided telephone and E-Mail technical support for users of Timeware

software products

. Coordinated and executed field service of biometric time clocks

ensuring minimal customer downtime

. Managed product packaging and shipping

. Repaired time clocks returned for service

. Responsible for customer software upgrading within availability window

provided by customer IT department/manager

. Assisted with demonstration of Primetime system to prospective

customers

. Developed guidelines for implementing Linux as an alternative lower-

cost operating platform for customer server installations

WHOLE HEALTH MANAGEMENT, INC., Cleveland, OH Sept, 2007 -

Dec, 2007

Junior Project Manager

. Managed electronic medical records transmitted to laboratory partners

. Determined proper course of action regarding records that erred in the

system

. Updated dictionaries in appropriate databases to prevent future error

occurrences

. Corresponded with off-site partner to resolve past errors and address

how to best solve current problems

. Initiated a dedicated connection for secure transmittal of medical

records between local database and off-site laboratory

. Documented and streamlined processes for continued database

maintenance

. Developed spreadsheet for tracking errors and resultant corrections

ARROW ELECTRONICS, Solon, OH April, 2007 - June,

2007

Technical Engineer

. Configured large business and enterprise IT solutions

. Supported inside sales representatives with IT system placement for

customers

. Assisted end users and resellers with selection and configuration of

IT systems

. Educated inside sales and customer representatives in product

knowledge of Hewlett-Packard enterprise IT systems

. Responsible for accurate quoting of HP OpenView software and providing

in house technical support

. Continually updated and revised knowledge of HP product sets

. Completed in-house certification exams for HP ProLiant series servers

VERTEX COMPUTER SYSTEMS, Twinsburg, OH Feb, 2007 - July,

2007

Telephone Technical Support

. Provided technical phone support for hardware and internet

connectivity issues for children that qualify for the "No Child Left

Behind Program"

. Created schedules for the tutoring programs for the students beginning

the program

. Followed up with those students who had not taken the initial

assessment test and worked the problems they had encountered getting

started

. Determined which calls needed additional assistance and created ticket

to ensure they received the follow-up they required

. Provided continued follow-up for tickets on file to ensure that issues

are resolved with other departments and with the student

McMASTER-CARR INDUSTRIAL SUPPLY, Aurora, OH Nov,

2005 - Jan, 2007

Support Personnel

. Worked in recycle position, condensing warehouse boxes emptied from

packing department and filled orders of various box types for material

checkers

. Provided assistance in Inbound line, repack incoming freight orders

for stock keeping

. Worked in sort position, unloading freight shipments and sorting stock

by product group for inventory checkers

. Served as line stocker for inventory checkers

. Renumbered and repacked nonstandard and/or time consuming materials

KENT STATE UNIVERSITY MAP LIBRARY, Kent, OH Jan,

2000 - May, 2004

Assistant to the Map Librarian

. Cataloged incoming maps

. Sorted maps into storage

. Handled antique maps and special collection maps

. Checked out maps to students and faculty

. Answered telephones

COMPUTER EXPERIENCE

Operating Systems

Apple Macintosh: System 7 - OS X

DOS: MS-DOS 5.0 & 6.22, PC DOS 7.10, FreeDOS 1.1

Microsoft Windows: 3.1, 95, 2000, XP, Vista and 7

Linux distributions: Slackware, openSUSE/SuSE Linux Enterprise Desktop

(SLED), debian, Ubuntu, RedHat/CentOS/Fedora

Berkeley Software Distributions: FreeBSD and OpenBSD

Solaris: OpenSolaris/OpenIndiana, Oracle Solaris 10

Productivity Software

Microsoft Office, SmartDraw Flowcharting

Umlaut and dia for UML 2.0 diagramming

Microsoft Project and Serena OpenProj for project plan development

Programming Languages

x86 assembly language, C/C++ with Qt 4.8 framework, Perl, Java, Pascal,

VisualBasic

Virtualization Technologies

Xen Hypervisor, Citrix XenServer, Virtualbox, QEMU, VMware ESX server, QEMU

Database Technologies

MySQL, Oracle Database 11g, SQLite, Microsoft SQL Server, IBM

Cloudscape/Apache Derby, IBM DB2 9.7

EDUCATION

Bachelor of Arts, August 2004

Kent State University, Kent, Ohio

REFERENCES

Available Upon Request

Contact this candidate