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Support Technical

Leander, TX
February 28, 2020

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George P. Guillory III

Leander, TX ***** 337-***-****

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

Dell Inc.

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

Dell Inc.

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

Other Experience

Network Administrator

Cameron State Bank

Lake Charles, LA


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 A+

CompTIA Network +

MCSE Windows 2003

Apple Certified Support Professional


Operating Systems

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

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