Technical Support Technician

Chad Wilkinson

Cell 816-***-****

Email- *******@*****.***

Education

DeVry Institute of Technology: Kansas City, Mo. / Bachelors in Technical Management

Graduated October 2005, G.P.A. 4.0/4.0

DeVry Institute of Technology, Kansas City, Mo. / Associate of Applied Sciences in Electronics

Graduated October 1998, G.P.A. 3.8/4.0 Dean’s List.

Experience and Skills

2020- Present Systems Reliability Engineer / T-Mobile

Technical product lead for cross-functional team of SME’s dedicated to product support for a suite of tools supporting load, performance, and quality testing across customer journey paths to proactively validate customer experience and systems stability prior to key events (NPI) and upgrades (VHT, CallQX, SIVR, etc.). Core Team efforts have delivered over $1M+ in value per year through internal versus vended labor, maintenance contract renewals avoided, and new use case benefits.

2006- Present Technical Support Technician II / Sprint – T-Mobile

Provide 24/7/365 support for all Virtual Platforms. Managed 3 Cisco UCS environments located in separate physical datacenters including 152 Hosts and over 1200 VM’s. Virtual Platform included Cisco UCS B Series hardware, Fabric Interconnects, Cisco MDS Switches, Dell EMC SAN. Support all firmware, hardware/software upgrades, maintenance support, and break-fix activities.

1999- 2006 Technical Support Technician / Sprint

Provide 24/7/365 maintenance support for the SCL, ROC, and PPC platforms. Maintain Compunetix Audio Bridges, Voyant Audio Bridges, Multilink System 70 Audio Bridges, and around 250 Windows 2000 workstations. Work on conferencing equipment at Sprint DMS sites around the U.S. Experience troubleshooting network, equipment, desktop, and LAN/WAN issues.

Training

VMware VSphere 6.0 Install, Configure, and Manage: 40 hours - Centriq Training

UCS Manager: 40 hours - Cisco

Dell EMC PowerMAX 2000: 40 hours - Dell

Hammer CallMaster: 80 hours - InfoVista / Hammer

Voyant OCI Tech I and II: 56 hours - Voyant \ Polycom

Avaya Basic Communication Manager: 40 hours – Avaya

Tools and Skills

Virtual: Cisco UCS, VMWare 6.5 / 7.0, VUM, VSphere, ESXi, PowerShell, HA, DRS, VLAN

SAN: EMC PowerMAX 2000, SRS, UniSphere Element Manager, LUN, Cisco MDS

Load Testing: Hammer CallMaster, SipP, Hammer XMS, Hammer HVA, NetScout nG1/ nSA

Cabling: Copper and Fiber

OS: Microsoft Office, Basic Linux commands

APP’s: Jira, ServiceNow, Service Center, RDP, WinSCP, FTP, Putty, Wireshark, RVTools

Certs

VCA6-DCV- VMware Certified Associate 6- Data Center Virtualization

VCP-6.0 – VMware Certified Professional

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