Engineer Support

David J. Phillips

*** ******** **., *******, **., 95336

(E) *************@*****.***

OBJECTIVE:

Senior IT Field Engineer

Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved

Monitor tickets & workflows and in accordance with the team’s SLAs

Create documentation where documentation is absent

Administer Active Directory accounts

Troubleshoots Citrix Virtual Desktop Infrastructure (VDI) Support

Utilize remote user support tools to provide support

Provide M/S applications support (Exchange/Outlook, Office, Visio, etc.)

Perform (advanced) Windows 7, Windows 10, MAC OS troubleshooting

Perform (basic) Linux troubleshooting

Provide Service Desk escalations

Troubleshoot (basic) Cisco desk phones and mobile phones

Perform physical hardware setup and tear down

Image systems and deploy software through SCCM

Perform (basic) support and operation of Windows servers and services, including Microsoft Active Directory and SCCM

Provide rotational on-call support

Other duties as assigned.

PROFESSIONAL EXPERIENCE

Kaiser Permanente, Manteca, CA. (Contract) 4/2020 - 6/2020

Covid-19 Technical Support

Upgrading hardware platform from Windows7 to Windows10. Assist support Kaiser technicians on daily technical issues. Instructed in AppOS, ServiceNow, and Assettrack applications for configuration and asset management.

MAXAR, Palo Alto, CA. (Space Systems Loral) 2005-2019

IT Technical Support

Upgrading PC’s and Roll out for Customers at Loral, Validating installation completion and any Support for Loral Customers.

KLM Cargo, San Jose, CA. 2005

Network Support (contract)

Upgrading network environment for KLM Cargo clients. Updating servers, replacing PC’s, and bringing up satellite location via conference calls for Norwegian company.

NVIDIA, San Jose, CA. 2005

Lab Technician Support (contract)

Building, upgrading, and maintaining lab environment for PC Video testing. Aiding Engineers on addressing rack issues.

SANMINA-SCI, San Jose, CA. 2002 – 2004

Integrated Circuit Test Technician (contract)

Tested various back-plains in a turnkey manufacturing house. Diagnosing failures from dropped products off the production line. Submitting results and processing repairs for defective products. Working long hours for end of quarter deadlines.

NORTEL NETWORKS, Santa Clara, CA. 1998 – 2002

Systems/Functional Test Engineer

Managed, tested, and diagnosed quality firmware release for Nortel’s Passport 8600 routing. Teamed with engineers on layer 2 and layer 3 protocols, such as OSPF, RIP, Bridging, STP, and VRRP. Supported software and hardware development teams on failure issues found in firmware code by reporting on Clarify.

Supported the Automation test group in updating, enhancing, maintaining automation code for testing release builds.

Improved coding time by 60% through developing a JAVA shell around Java test tool which creates OSPF addresses and adjacencies

Created, modified, and ran automation test suites to validate diagnostic software prior to QA Manufacturing phase

Increased troubleshooting efficiency by partnering with manufacturing technicians and diagnostic development teams

Worked on project Talon, for creating several automation software packages to analysis the stability of the customer mock up network lab.

Worked on Diagnostic project, by testing the validity of all tests used to test the hardware. (created automation script in Exceed to decrease testing time from 2 weeks to 4 hours)

Worked on the GUI support from the east coast.

BAY NETWORKS, Santa Clara, CA. 1995 - 1998

Senior Technician Specialist

Addressed failed PCB’s to component level. Instructed lower level technicians in order to bring them up to speed on manufacturing level of work required. Hand soldering, SMT or SMD and rework, wiring - R&D technician work - electro-mechanical assembly - final test/functional test - Ethernet experience. Troubleshoot to component level on analog/digital boards - Logic Analyzer experience - Digital - Analog - Clarify reports - O-Scope - DMM - Digital Counters - Software support.. (ESD certified).

Updated C++ code for automation test environments increasing product output by 92%

Decreased board failure inventory from 650 units to 3 units

Trained new technicians on products features

Improve debugging software for technicians, resulted in less time spent on each failed PC board

Received a PRIDE Award for outgoing production increase by 92%

Ethernet experience

QUADRUS (Bell Microsystems), San Jose, CA. Technical Support (Contract) 1994 –1995

AYDIN SYSTEMS Co, San Jose, CA. Intermediate Technician 1993 – 1994

SYNOPTICS COMM Inc, Santa Clara, CA. Technical Support (Contract) 1993

DAVID SYSTEMS Inc, Sunnyvale, CA. Technical Support (Contract) 1992 – 1993

TECHNICAL TRAINING CENTER, San Jose, CA. Vocational Instructor 1992

Taught analog, digital, and Microprocessor theory to students studying to become Electronic Technicians

EDUCATION & TRAINING

B.S., Computer Science, National Hispanic University, San Jose, CA.

A.S., Computer Information System, Phillips Jr. College, Campbell, CA,

A.A., Electronics Technician, Technical Training Center, Milpitas, CA.

A.A., 2800, U.S.M.C., Basic Electronics School, MCAGCC Twenty-Nine Palms, CA.

U.S.M.C., Honorable Discharge

Corporate sponsored JAVA class (Nortel Networks)

CCNA course completion (Hello Computers – 2005)

CCSP course completion (Hello Computers – 2005)

References on www.linkedin.com under David P

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