Technical Support Information Technology

David Lee

Irving, Texas

Phone: +1-817-***-****

************@*****.***

Executive Summary

I am an IT specialist versed in software administration for web applications, network security, infrastructure support, database operations and end user computers, hand-held devices and peripheral management operation, training and repair.

Objective

I am looking to work with a company that allows me to put my troubleshooting and software networking skills to use in an environment where I can excel and there is room to grow an learn new technology. Employment History

Guardium/Fireeye Support Technician – Vodafone UK (remote) January, 2013 November, 2015 (2 years 10 months)

• Monitor traffic flow and load on active collectors to ensure proper operation and load balancing.

• Perform Maintenance on Guardium devices as required to provide repair and upgrade paths to improve performance and correct operational issues.

• Interface with database administrators and vendor (IBM) to assist in troubleshooting STAP client issues and provide SME support for STAP upgrades and installation.

• Configured servers as needed for expansion of security scanning services of database traffic using Guardium STAP monitoring and proper data transfers to Aggregation servers.

• Perform UNIX BSD/Redhat OS configuration, upgrades and network configurations on all managed appliances.

• Configure appliances for scanning policy, daily and weekly backup, aggregation uploads and management of user and group accounts related to Guardium access.

• Monitored Fireeye traffic scanning for malware threats.

• Upgrade of Guardium/FIREEYE security certificates and version related duties as required.

• Interface with software vendors to facilitate problem resolution when necessary.

• Assist Proxy team as required to resolve proxy related issues for security monitoring

• Ran daily and weekly department call to review ticket status and adjust support assets as required to facilitate timely resolution and meet SLA metrics.

• Training of India team on approved methods of troubleshooting, repair and general operation of Guardium family of security monitoring appliances. Guardium Support Technician - Hewlett Packard - Bank of America (Remote) March, 2011 January, 2013 (1 year 10 months)

• Monitor traffic flow and load on active collectors to ensure proper operation, scanning and load balancing.

• Perform Maintenance on Guardium devices as required to provide version compliance, repair and critical patches to improve performance and correct operational issues.

• Interface with database administrators to assist in troubleshooting STAP client issues and provide SME support for STAP upgrades and installation.

• Configure servers and STAP additional, alteration and redundancy concepts needed for expansion of security scanning services of confidential database traffic using Guardium versions 7 through 9.

• Installation of upgrade patches using Guardium Central Manager tools (GIM) and manual upgrade using SSH to correct application faults on security appliances and database systems.

• Configure appliances for policy, backup, and aggregation uploads to ensure proper performance and reporting

• Manage user and group accounts related to Guardium access IT Support Technician -MHMR

January, 2009 January, 2011 (2 years)

• Manage daily ticket load for all call center and field support staff.

• Troubleshoot and resolve application and network issues for local and remote users escalated from customer support and other departments using Remedy ticket tracking.

• Assist in the monitoring, troubleshooting and reporting on network traffic and diagnostics on performance.

• Resolve issues related to peering, routing, proxy and firewall

• Worked with clients to analyze computing and network needs and installed appropriate solutions within each organization's budget and specific requirements.

• Served as operating system expert, providing technical support for entire organization on Windows, Apple, UNIX/Linux and hand-held wireless medical devices.

• Develop and manage project plans including software, hardware and network Technical Support Lead for ISDN/DSL operation and provisioning – AT&T Plano Texas January, 1997 November, 2001

• Assisting escalated customers with ISDN and DSL troubleshooting related to both business and home usage.

• Configure customer hardware for proper operation and locate and correct any faults.

• Managed staff of Teir I and Teir II call staff on third shift to facilitate customer connectivity and product satisfaction.

• When required contact provisioning to schedule on site service calls to correct any outage related issues caused by on premises hardware or field related outage.

• Provided metrics on call staff achievements and assisted in identifying any trends that needed to be addressed to provide better more accurate service or correct procedural issues. Disaster response systems coordinator - Texas Military Forces November, 2001 September, 2010 (8 years 10 months)

• Construction of mobile emergency command post trailer including purchasing, installation and configuration of satellite broadband networking systems to pass high speed network traffic using SKYPORT, Hughes and Iridium equipment for wireless broadband.

• Program Cisco routers, switches with VLAN and enterprise 802.x bridging appliances for both LAN/WAN operations, DOD network access and VPN connectivity.

• Operation of mobile SPRINT secure GSM cellular and various secure radio technologies for emergency cellular and radio communications as needed. Maintenance, patching, repair and upgrade of laptop, tablet and server devices for daily operation.

• Field installation of coax, fiber and Ethernet cabling as required in the field to support emergency and first responder network access, VOIP communications and video transmission (Polycomm) over satellite systems including Skyport and Hughesnet.

• Image construction, installation and requisitioning of field laptops, PDA and tablet computers to local, state and military personnel as required for mission usage and end of mission wipes.

• Operation of various printers and scanning devices as required.

• Support of Microsoft office products including Outlook email access and Active Directory features for emergency respondents as well as troubleshooting of various proprietary software applications.

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• Staging for operations including generator truck and trailer maintenance, equipment inventory and repair to maintain a constant state of readiness in the event of deployment to remote locations.

• Operation and training of multiple types of secure radio technologies as well as methods for inter- operation with local and state law enforcement and emergency medical services communication systems to provide seamless communications between various agencies (Us Boarder patrol, Coast Guard, FEMA, DHS, Texas Dept of public safety, DOD).

(deployed to Katrina, Rita, Ivan, Ike, Operation Lonestar, Operation Vigilance) Education

Dallas community college - 30+ hours toward associates degree, Information Technology February, 1992 March, 1995

• I studied part time at Dallas community college for an associates in information technology as well as a long list of vendor provided training including MCP from Microsoft and COMP TA training for A+

• Microsoft Networking Essentials

• Microsoft TCP/IP

• Microsoft SQL server

• Cisco and Nortel switching

• VOIP concepts by Nortel

Licenses / Certifications

• MCP Microsoft Windows

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