Sales Technical Support
Resume:
Paul Downs
** ******* *** – Pueblo - Colorado
****@*********.***
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