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Sales Technical Support

Location:
United States
Posted:
January 18, 2017

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Paul Downs

**/**/****

** ******* *** – Pueblo - Colorado

*-719-***-****

acyctv@r.postjobfree.com

OBJECTIVES

To obtain fulltime employment with a company that offers awesome technology and an energetic workplace, with growth potential within the organization

SUMMARY

A Highly Energetic and motivated IT professional with a drive for all things Technical. From Smartphone’s to Pc’s, and Routers to Switches, I enjoy technology. With over 20 years of experience in the IT world, from support to sales, I like what I do and I am good at it.

EXPERIENCE

Customer Service/IT Support

Radial (formally Innotrac) – support representative for ARRIS (Nov.2013 – present)

Provide users with technical support for computer problems

Document network support activities

Install or repair network cables

Create or reissue user Instructions. procedures. or manuals

Create or update technical documentation for network installations or changes

Provide telephone support related to networking or connectivity Issues

Resets of passwords from AD

Update software

Perform adds moves and changes for IT

Answer incoming calls

Assess the needs of the customer

Guide customer to resolution of issue

Take online purchase orders for support as needed

Keep call times down

Consistently make better than 90% on QA’d calls

Track issues and escalate as necessary

Process RMA’s as needed

Work with minimal supervision to resolve issues

Consistently take good notes regarding calls – and issues

Log and test Units that have been RMA’d for ARRIS (as a part of the returns team)

Setup New Labs for Training classes

Build new systems – and ghost them to standard for specific needs

Provide support for a joint effort between ARRIS and SuddenLink for a WiFi team that ensures that the end user – no matter the equipment or technology and get connected and online using the SuddenLink provided WiFi

Spirent Communications Sunnyvale

SR Technical Support Engineer - Backline (March 2006 to February 2013)

Manage routed incoming calls from Backline support

Configure and define parameters for installation or testing of local area network (LAN). wide area network (WAN). hubs, routers, switches, controllers. multiplexers, or related networking equipment.

Adjust network sizes to meet volume or capacity demands.

Communicate with customers, sales staff, or marketing staff to determine customer needs.

Communicate with system users to ensure accounts are set up properly or to diagnose and solve operational problems.

Coordinate network operations, maintenance, repairs, upgrades.

Coordinate installation of new equipment

Design. build, or operate equipment configuration prototypes. including network hardware, software, servers, or server operation systems.

Design. Organize and deliver product awareness.

skills transfer, or product education sessions for staff or suppliers.

Develop and Implement solutions for Network issues

Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system

Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes

Document test procedures to ensure replicability and compliance with standards

Update automated test scripts to ensure accuracy

Install, maintain, or use software testing programs.

Conduct software compatibility tests with programs, hardware, operating systems, or network environments.

Collaborate with field staff or customers to evaluate or diagnose problems and recommend possible solutions.

Evaluate or recommend software for testing or bug tracking

Support all Sales Engineers and presales issues

Manage database of overflow calls

Setup and support customer issues with lab equipment

Give a continuous stream of communication on all open issues with updates

Continuing education on equipment and technology to stay ahead of our customer knowledge base

Provide support internally within the support team to help with calls that may need additional assistance

Create and manage internal relationships with Engineering and Marketing to provide an easy influx of information and knowledge for supported products.

Cover cases from Europe and Asia

Reproduce Customer issues and offer the correct solution for them to continue testing

Create concise bug reports for engineering to reproduce and fix

Give technical speaks to peers and management

Account Executive

SearchTech Solution (Aug2005 to February2006) Campbell

Personally, interview each candidate (in house)

Conduct reference or background checks on job applicants

Contact job applicants to inform them of the status of their applications

Develop or implement recruiting strategies to meet current or anticipated staffing needs.

Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities

Interview job applicants to obtain information on work history, training, education, or job skills

Perform searches for qualified job candidates, using sources such as computer databases, networking, Internet recruiting resources, media advertisements, job fairs, recruiting firms, or employee referrals.

Provide management with information or training related to interviewing, performance appraisals, counseling techniques, or documentation of performance Issues

Select qualified job applicants or refer them to managers, making hiring recommendations when appropriate

Determined the best fit of over 80 position

Set up interviews with hiring managers

Push the hire through using a personnel relationship with hiring managers

Build call lists through database and internet searches

Successfully placed candidates in contract and full time positions

Field Support Engineer - Contract San Jose Tegrity (January 2005 to April 2005)

Implement Tegrity a, university class archiving of video audio digital information, at large educational institutions. (Ex: Santa Clara University, Colorado Tech, Georgia Tech, West Point Military Academy)

Update knowledge and skills to keep up with rapid advancements in computer technology

Provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process

Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data.

Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications

Train all personnel on the use of the Tegrity Educational training system and software

Create all necessary XML files and link the educational CMS systems with Tegrity Software

Install and implement Windows 2003 Server with IIS and Windows Media

Facilitate the integration of MSDE into the network

Testing and QA responsibilities for all new software updates

Validate the inside server of the institution will reach the outside student population

Train the student population on installation and the use of the Tegrity Pen

Manager/Operator (Co-owned)

Banana Spin (Internet Café) (2002-2003)

Corporate Sales Engineer Campbell, CA

Antara LLC. (January 2001 to April 2002)

Facilitated all Asia/Pacific & Western US pre-sales technical presentations of a layer 2-3 / 4-7 traffic generators and Network Testing. (FlameThrower)

Communicate with customers, sales staff, or marketing staff to determine customer needs.

Communicate with system users to ensure accounts are set up properly or to diagnose and solve operational problems

Coordinate installation of new equipment.

Coordinate network operations, maintenance, repairs, or upgrades.

Design, organize, and deliver product awareness, skills transfer, or product education sessions for staff or suppliers

Determine specific network hardware or software requirements, such as platforms, interfaces, bandwidths, or routine schemas.

Plan and modify' product configurations to meet customer needs

Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support

Proven key role in several $200K+ sales contracts and saving critical accounts.

Served as technical lead/liaison between Antara & Mercury Interactive product integration.

Conducted on-site - customized testing demonstrations, training, and product installation.

Creation of technical documents (Whitepapers) and test procedures

Network Administrator/Manager Redwood Shores, CA.

Breakaway Solutions, Inc., (October 2000 to January 2001)

Facilitated the management of WAN/LAN network environment

Analyze network data to determine network usage, disk space availability, of server functions

Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment

Configure wide area network (WAN) or local area network (LAN) routers or related equipment

Document network support activities

Install and configure wireless networking equipment

Install network software, including security or firewall software.

Install new hardware or software systems or components, ensuring integration with existing network systems

Identify the causes of networking problems, using diagnostic testing software and equipment.

Test computer software or hardware, using standard diagnostic testing equipment and procedures.

Create or revise user Instructions, procedures, or manuals.

Create or update technical documentation for network installations or changes to existing installations

Test repaired items to ensure proper operation

Train user’s m procedures related to network applications software or related systems

Administrator for all VPN access

Scheduled all major network downtime for necessary upgrades and/or support related issues

Performed backups for multiple servers on multiple platforms

Maintain employee IT asset/inventory tags and security related items for multiple out of state satellite locations. Including, Laptops, desktops, PDA’s

Sr. Customer Support Engineer to Sales Engineer San Jose, CA.

Cyber IQ Systems (Formerly Holontech Corp.), (Aug. 1999 to Oct. 2000)

Technical pre-sales presentation for Load Balancer (Hyperflow SP800 & XP 1600)

Provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process

Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications

Analyze user needs and recommend appropriate hardware.

Direct technicians, engineering designers or other technical support personnel as needed.

Design test plans, scenarios, scripts, or procedures.

Test system modifications to prepare for Implementation

Develop testing programs that address areas such as database Impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability

Monitor bug resolution efforts and track successes

Plan test schedules or strategies in accordance with project scope or delivery dates

Develop or specify standards, methods, or procedures to determine product quality or release readiness.

Training of new Sales Engineers and sales staff.

Administration of intranet FAQ’s up to date, bug reports

Hired and managed Staff to maintain a 24-hour coverage for the product

SKILLS

Technical sales presentations and demos (pre-sales and post sales) CxO level experience

System administration and integration experience with all current Windows Server platforms

Knowledge of performance monitoring/management tools, load balancers, traffic generators

In-depth working knowledge and experience of layer 2 through layer 7

with Cisco Routers, Management Switches Knowledge and experience

WAN/LAN/WLAN networking technologies (TCP/IP, VPN, 802.11a/b/g/n/x)

Sales and integration of firewall products, Network Security, Intrusion Detection, and Vulnerability -assessment systems.

Participated in sales events and trade shows as the technical expert

QA responsibilities - following Pre-defined test plans and creating new test procedures, following bug reporting procedures

Administrative experience with Network Security - IDS - NIDS – Firewalls

Testing Using Spirent Test Center and Spirent's Avalanche Commander suite of tools and hardware

OTHER

I am Currently on a team, handpicked from over 7,000 employees, 30 sites, and 5 countries. The Goal of the team is to help lead and Drive the company into a cohesive unit after a merger of three companies into one. It’s called the Change Network. The Program brings us together to allow us to bring ideas to the table to help with things like CULTURE, BRAND and COMMUNITY, in a positive manor

To Date I have been singled out as a driving force of this team. I have a Spotlight article written about me, and was also asked to do a presentation regarding the technology I found and implemented to allow other company-wide sites to share our KICK-OFF day as one community -- This team includes executive level down, and my efforts and drive have been recognized by the entire company

I say this to let you know - I have the drive - and passion to not sit by - I think out of the box - I look for better ways - I love to help, train and resolve...Let my passion, help add drive to your company



Contact this candidate