George P. Guillory III
IT professional with 10+ years of software support experience
Extensive experience with database management and support of Oracle MySQL and MariaDB
Created and led Professional Services team to expand offerings and generate revenue for the business
Worked extensively with the customer success team escalated customers to resolve complex customer issues
Amazon AWS Cloud Architect certified
Enterprise Technical Support Advisor April 2011 – January 2020
Dell Inc/Quest Software Inc
Promoted to technical advisor role within the Dell KACE organization, which includes new and additional responsibilities such as leadership and mentoring roles, knowledge sharing, and training.
Working extensively with product engineering team in analyzing, testing, and submitting product defects and enhancements for the KACE Systems Management Appliance (SMA)
Logging, working on, and tracking product defects in JIRA
Providing customized solutions for customers, including changes to the FreeBSD, PHP, MySQL, Apache, OpenSSL, and Exim components of the KACE SMA
Started and led the KACE Professional Services (PSO) team, providing customized solutions to customers on the KACE SMA, including creating customized MySQL queries and reports to meet customers’ needs
Advisor and mentor to the KACE technical support analysts and senior analysts, working on complex solutions for customers
Worked on and expanded the knowledge base for KACE technical support by providing knowledge base articles for internal support staff, as well as external KB articles for customers
Extensive knowledge of Oracle’s MySQL and MariaDB, providing extensive database support for customers, including DB analysis, optimization, maintenance, and recovery
Supported KACE SMA deployed as a SaaS offering in KACE cloud tenant. Also supported the appliance deployment in Microsoft Azure
Working extensively on customer escalations as part of the customer success team, including going on-site to customer locations to resolve technical issues
Enterprise Technical Support Senior Analyst March 2010 – April 2011
Round Rock, TX
Promoted to senior analyst role with additional job responsibilities. Became an initial member of KACE technical support team after being acquired by Dell.
Supported customers with KACE SMA and Systems Deployment Appliance (SDA) technical and deployment issues.
Worked with higher level support technicians and engineers on technical and non-technical issues with the KACE SMA and SDA
Assisted with creating and modifying knowledge base articles for use by fellow support technicians, and for use by customers.
Assisted fellow technicians with technical issues on KACE SMA and SDA
Enterprise Technical Support Analyst October 2007 – March 2010
Round Rock, TX
Served as a Technical Support Analyst on PowerEdge Enterprise systems. Provided support to customers on hardware/software issues that affected business productivity.
Logged all support calls in detail using NVision and Seibel/Delta logging tools, of which I was a Subject Matter Expert (SME). Performed hardware dispatches to resolve technical hardware issues on PowerEdge Servers.
Worked closely with other business units (NOS, TAM, etc.) to resolve technical/non-technical issues with Dell PowerEdge Servers
Earned tech of the month award
Cameron State Bank
Lake Charles, LA
EDUCATION & CERTIFICATIONS
SOWELA Technical Community College – Lake Charles, LA, Graduate
oCompleted Associate of Applied Science degree with specialization in computer networking
Amazon AWS Cloud Architect – Associate
Amazon AWS Cloud Practitioner
CompTIA Network +
MCSE Windows 2003
Apple Certified Support Professional
Extensive experience with Windows 95, 98, 2000, XP, Vista, Windows 7, Windows 8, Windows 10. Strong knowledge of Windows NT, Windows Server 2000, 2003, 2008, 2012, 2016, 2019 and also with Windows SBS 2003 and 2008.
Certified support expert in the Apple MacOS operating system
Extensive experience in supporting Linux operating systems, including FreeBSD, Ubuntu, and RHEL, especially with the Quest KACE agent
Expert knowledge of all KACE SMA and agent functionality including systems management, asset management, software deployment, patch deployment, helpdesk, scripting, reporting
Use, configuration, and management of Microsoft Active Directory, Exchange 2003, 2007, 2010, 2013, 2016
Extensive experience configuring and troubleshooting VMWare ESXi/VCenter and Microsoft Hyper-V environments with regards to the KACE SMA
Extensive knowledge and support of Oracle’s MySQL, MariaDB, Exim, Apache, OpenSSL, PHP
Using JIRA to log, monitor, and work on product defects. Also used Confluence to log product details and collaborate with colleagues
Excellent verbal communication skills with the ability to work in and diffuse escalated situations
Strong team-player with a focus on collaboration with my peers and members of other teams
Leadership skills in giving colleagues and support analysts direction to find solutions for customers