Technical Writer Support

William “Bill” Perkins

adhdeb@r.postjobfree.com

**** ***** **** **** 940-***-**** cell

Denton TX 76210 940-***-**** home

Career Summary

Network analyst with an extensive technical writing background, experienced in the fields of information technology, telecommunications, finance, and education/training

Highly analytical editor with expertise at single sourcing documents, interacting with Subject Matter Experts, communicating effectively with technical and nontechnical audiences, and working with online writing tools (Word, PDF, XML, HTML, Confluence, CSS, JavaScript, wiki)

Regularly recognized as a true IT documentation expert, going the extra mile to produce accurate, concise work while meeting deadlines and advocating for customer-facing solutions

Technical Portfolio/Skills

Desktop OS Systems:

Mac OS: OS X through v10.14.6 and all legacy versions (6.0 through 9.22)

Windows OS: 2000, XP, Vista, 7, 8, 10

UNIX OS: Solaris, FreeBSD, LINUX, C shell (csh), bash shell (bcsh), tcsh

UNIX utilities: vi, ex, sed, rcs, sccs, make

Routing Protocols:

TCP/IP, UDP, ARP, MPLS, BGP, RIP, IS-IS, LDP

Web-Authoring/Web-Based Applications:

HTML & HTML5, Cascading Style Sheets (CSS), Adobe RoboHelp, wikis, Acrobat applications, Siebel, JavaScript, cgi, Confluence

Router Operating Systems:

Cisco IOS, Cisco IOS XR (6.4.2 and earlier), JunOS (17.4R.2 and earlier), Fujitsu OS (2.3.1 and earlier)

Microsoft Office:

Word, Excel, PowerPoint, Visio

ITSM/ITIL:

ServiceNow

Career Chronology

2013 – Present

Network Analyst III, NTT Limited, Network Operations Center

Develop, write, and publish an online Knowledge Base for internal staff, engineers, and managers to access pertinent resources and information, using wiki format, HTML, and Confluence software. Responsibilities include:

oAuthor and revise guides for router configuration tasks, such as Remove BGP Peering Sessions

oAuthor and revise troubleshooting algorithms for circuit outages, hardware failure, DDoS (Distributed Denial-of-Service) attacks, network congestion, and circuit latency issues

oReview and edit scheduled maintenance procedures (circuit repair, customer/peer migrations, software upgrades, etc.)

oSubmit and follow through on numerous escalation procedures for circuit carriers, hardware vendors, corporate subsidiaries, customer engineering, internal server systems, network security team, and other company departments

Compile, write, and publish monthly reports for all of NOC upper management reviewing all technical cases (1,800-2,200/month) and work to ensure proper diagnosis of RFO (Reason for Outage) and RCA (Root Cause Analysis)

Create and keep current DLR (Design Layout Records) for customers, peering, and backbone circuits. Accountable for extensive and ongoing updates of DLRs

Collaborate and interact with 24/7 operations centers in Europe and Asia, as well as other departments (IP Engineering, Web Hosting, etc.) for escalation of alerts and resolution of issues

Utilize SNMP software to monitor all network elements (hardware, circuits, and peering sessions) on a Tier 1 backbone

1999 – 2013

Technical Writer, NTT Telecommunications, Network Operations Center

Tasked with maintaining and archiving the NOC's website, a collection of more than 150 technical documents, such as escalation procedures, maintenance guidelines, and other internal procedures, accessible to all employees, contractors, and vendors

Authored extensive documents for this site, using HTML, CSS, Common Gateway Interface, and JavaScript; Created and maintained dynamic content for the NOC website

Tracked all changes made to the site using software such as RCS (Revision Control System), CVS (Concurrent Versions System), and SCCS (Source Code Control Systems)

Prepared a weekly report of all network events on the GIN backbone, including scheduled maintenances, unplanned outages, circuit bounces, and instances of packet loss

Researched and authored extensive RFO (Reason for Outage) reports when requested by customers or mid-level/upper management; These customer-facing documents detailed outage events, their chronology, causes, resolutions, and preventive measures

1997 – 1999

Network Technician/Technical Support, VERIO

Provided connectivity support and troubleshooting for more than 50 regional ISPs across the United States, including dial-up access, ISDN, DSL, Frame Relay, and T1 lines

Provided help desk (phone support) to all customers in a 24/7 call center

Supplied email and newsgroup support of POP/SMTP accounts, including minor mail server support, aliasing, and mailing lists

Safeguarded web server access, including FTP clients, and HTML troubleshooting

Supported all available TCP/IP applications across all operating systems, including Windows 3.1, 95, 98, and NT 4.0, Mac 7.1.1 - OS X, UNIX, Linux, FreeBSD, and others

1992 – 1997

English Instructor for Jarvis Christian College, Division of Freshman Studies

Taught 100–130 students per semester in the following courses: ENGL 1301 Critical Thinking and Writing; ENGL 1302 Research and Argument; ENGL 2305 Short Story and the Novel; ENGL 2306 Poetry and Drama; CS 1301 Community Service

Provided desktop computer support for colleagues as needed

Education/Certifications

Certified in JNCIA-Junos (Juniper Networks Certified Associate-JUNOS)

University of Texas at Austin, Bachelor of Arts in English with a minor in Philosophy

University of Notre Dame du Lac, Master of Arts in English

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