Support Engineer

*** ********** **

Wichita Falls, TX *****

Phone 940-***-****

E-mail ******@****.***

James D. McLean

Objective

Position which will be challenging and will provide an opportunity to utilize my skills and experience.

Education

Certifications

Digital Equipment Corp. /Compaq/HP

Extensive array of hardware and software courses.

Control Data Institute, Miami, FL.

A.S. Computer Technology, Systems Support & Maintenance

ITSM – IT Service Management

HP AIS Networking

Digital Equipment T7 Regional Review Board

Digital Equipment T8 Corporate Review Board

Awards

3 Time Teaching Excellence Award Winner

5 Time 1st Teach Award Recipient

Professional experience

Hewlett Packard – Learning and Development - Retired

Delivery Specialist 4

Deliver full range of HP Integrity Instructor Delivered courses from Blades to Superdome. Both face to face and WEB delivery.

Hewlett Packard – Global Customer Support Center

Support Consultant 4

Technical Account Manager (TAM) supporting Business Critical Service Level customers. Provide technical and proactive support on both hardware and software in complex OpenVMS environments. Extensive experience supporting Enterprise and Business Critical Servers and SAN solutions for Banking and Stock Trading companies with focus on OpenVMS Clusters and SAN configurations and management.

Provided mentoring, consulting and training to members of US Area Enterprise Server Team. A main focus was resolving complex system issues and crash dump analysis. US Area Project Technical Lead for systems deployment and support. Team interface to various engineering groups managing escalations and helping develop action plans.

Digital Equipment Corp. / Compaq– OpenVMS Engineering

Principle Software Engineer,

VMS Sustaining Engineering Group providing Bug Fix support for the OpenVMS Operating System code. This involved complex problem analysis, code modification and testing. Teamed with the Field to put together action plans and troubleshooting steps to drive customer issues to resolution.

Digital Equipment Corp. – Educational Services,

Principle Instructor

Developed and delivered various programming and OS internals level courses of Digital’s proprietary OpenVMS Operating Systems. These included OS Internals, System Management, Clusters, Macro32, and Version Update classes and seminars. Wrote OpenVMS V5 Update Class that was used World-Wide.

Digital Equipment Corp, Product Support Engineer

Helped pioneer remote delivery based services as part of the initial group that setup Digital’s first Customer Support Center. Performed DBD (Diagnosis Before Dispatch) on PDP-11 systems and develop operational plans and procedures. Developed and delivered training on PDP-11 Hardware and Operating Systems. Key Member of the Remote Support Test Team that pioneered 2nd level hardware phone support at the Area Level. This allowed work to be moved from the District and Region Teams to a centralized and more cost effective model. Helped develop the project plan and implementation.

Product Support Engineer supporting local Branch Field Engineers and customer throughout the Rocky Mountains. Resolved complex system failures on of PDP-11 and VAX systems in our geographic area. Also District focal for “Tail of the Dragon” program for MTTR and MTBR.

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Skills/Expertise

Complex OpenVMS Systems

VMSclusters

LAN Routers/Switches

Cross Team coordination

Problem resolution

VAX Macro, C/C++

Windows OS

PC Installation

TCP/IP Support

Development and delivery

Of complex hardware and

Software courses.

Alpha/Integrity Hardware Maintenance & Support

Customer relations and communication

Escalation Management

Application support and

debugging

References

References available on request

Contact this candidate