Technical Support Information Technology

Philip Schulan

Technical Support Professional

Raleigh-Durham, North Carolina Area Information Technology and Services

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

Wake Forest, NC 27587

Tel 571-***-****

Fax 984-***-****

mailto:********@*****.***

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Summary

With over 20 years as a computer professional, I have specialized in operating systems, database and systems management. I am a team player with excellent oral and written communication skills. I am a detail-oriented person with a passion for producing quality results that exceed expectations. I have extensive experience working with demanding multi-national customers in a high-touch technical support environment.

I have recently completed training for the Cisco Certified Network Associate Routing and Switching (CCNA), and I am anxious to put my new skills to work.

Experience

Systems Software Engineer – Hewlett-Packard (2011-2015)

HP NonStop is a family of fault-tolerant, clustered systems that run the world's most demanding applications including ATM networks, stock exchanges, and global telecom.

Joined the NonStop Transaction Management Facility (TMF) development team

Designed and developed bug fixes and customer requests for enhancements (RFE)

Designed and developed and tested a successful prototype to extend the performance of TMF for very large configurations

Updated technical documentation and wrote field support notices

Coded in the Tandem Application Language (TAL), a C-like language native to the NonStop platform

Wrote test scripts in Tandem Advanced Command Language (TACL), a scripting language similar to Python

Senior Technical Support Specialist – Hewlett-Packard (1985-2011)

Global NonStop Solutions Center (GNSC) is a second-level call center, providing service to large and mid-size corporate IT departments

Supported a variety of critical system software products including database transaction management, database duplication and disaster recovery, event logging and distribution, application monitoring, and systems management

Troubleshot coding problems, providing analysis and test case for level 3

Documented technical solutions for rediscovery

Assisted with product installation, configuration, and usage and performance issues

Philip Schulan (p.2)

2952 Carriage Meadows Drive, Wake Forest, NC 27587

tel 571-***-**** fax 984-***-****

mailto:********@*****.***

Senior Technical Support Specialist (continued)

Provided end-to-end case ownership, serving as customer’s point of contact

Represented the GNSC on escalation and crisis-management teams

Participated in cross-disciplinary teams to solve complex critical problems.

Trained and mentored junior team members

Wrote and reviewed technical documentation

Coded test cases and tools was in TAL and TACL

Performed crash dump analysis using a modified version of gdb debugger

Education

University of Maryland

B.S., Computer Science, Magna Cum Laude

University of Michigan

B.A., Psychology, Summa Cum Laude

Professional Certificates

Cisco Certified Network Associate (CCNA Routing and Switching)

Computer Languages: C, Python, TAL, TACL

Debuggers: gdb, Inspect (proprietary application debugger)

Trouble Ticket System: Clarify ClearSupport

Contact this candidate