Engineer Management
Resume:
WAYNE BURGESS
Eugene, OR *******.*******@*****.***
https://www.linkedin.com/in/wburgess
SUMMARY
Accomplished computer support engineer, entrepreneur and self-starter with
20+ years of hands-on experience. Strategic and pragmatic thinker with a
documented skill set that has led to surpassing company and customer
expectations. Proven ability to support all levels of information
technology projects, from end-user to administrator. An aptitude to
connect, communicate and leverage diverse resources within the company to
achieve project goals.
SQL Attentive listening to customer needs
In-depth troubleshooting skills Self motivated
WORK EXPERIENCE
Symantec, Springfield, OR April 2009
- October 2014
Symantec is a world leader in System Security and Infrastructure Management
Altiris Support Engineer
Proper documentation of customer needs and issues.
Reproduced and documented defects for development.
Created Knowledge Base articles for resolution of issues.
Able to manage several high profile clients, and a large case load, I
would frequently take cases from our Advance and Business Critical groups.
Interacted between levels of support, and development.
Proactively communicates with clients.
Mentor for new employees.
Worked extensively as Support for the Symantec Management platform NS 6.x
and SMP 7.0, 7.1, and 7.5. for support and migration, agent deployment, and
cloud services.
Point of Reference for several different products, SMP, Asset, IT
Analytics, Packages, Help Desk
Familiarity with several different ticketing and case management systems.
Maintained ESXi 4.1/5.0 Vsphere Virtual environment for testing.
Familiar with DHCP/DNS/TCP protocols.
Working knowledge Windows 2008, 2012, SQL, and Vsphere.
Working understanding of how all of the plug-ins (Patch, Deployment, and
Monitoring) work, and interact with each other.
Working knowledge of IIS and troubleshooting methods.
Can read and implement C# scripts.
Rsystems, Salt Lake City, Utah
Rsystems is a Software & Information Technology Services Company
March 2007 - December 2008
Motorola Good Services Technician
Learned and performed mailbox management on Exchange 2002 and 2007, And
Domino environments.
Support Software infrastructure for Corporate mail push to Blackberry
devices, Through Motorola Good Mail Systems
Familiarity with Firewall structure in use with proprietary software and
cell phone handset manufacturers.
Unisys, South Salt Lake City, Utah August
2005 - March 2007
Unisys Corporation is an American global information technology company
HHS Service Desk
IT administrator for the U.S. Department of Health and Human Services.
Performed Hardware and Network troubleshooting.
Provided Training to HHS employees for Specific Government systems.
Used Active Directory to create accounts, and mailboxes.
Troubleshoot and setup Carbon Copy
EDUCATION
A+ 1997
MCSE NT 4 1999
Six Sigma Lean White belt Certified Jan 2007
CMS Certification 2014
REFERENCES
Ben Hallert LaToya Thomas
Sr. Remote Product Specialist Symantec Management platform
***********@********.*** Technical Support Engineer
*******@**.***
Jim Swallow
541-***-**** Damon Kaswell
Licensing, Global Account office 541-***-****
***********@********.*** RPS Enterprise Vault
************@********.***
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