Information Technology Warehouse Worker
Resume:
MARK A. MONTGOMERY
Grand Prairie, TX 75052
(214) 405–7517 (cell)
(972) 264–8292 (home)
**********@*******.***
OBJECTIVE
I am seeking a rewarding and challenging role in the information technology industry, affording an opportunity to utilize my educational, technical, and supervisory experience to contribute to the overall success of a company.
CERTIFICATIONS
MCSE, MCP +1, Callpilot 1.05, 107, 2.0, 3.0 and 4.0, NCSS Callpilot 4.0, NCSE Callpilot 4.0,
PROFESSIONAL ACUMEN
Operating Systems: Call pilot: Window 2003 server, Windows 2008, and Windows 2012, AAM
Software: MS Word, Excel, PowerPoint, Abobe Reader, WinZip, WinSCP, MS Outlook, Any desk, LogMeIn, WebEx, VPN, RAS, VMware 5.5, Fast Nav. Tools
Avaya Servers: Avaya Aura Messaging RLS: 6.0, 6.1, 6.2, 6.3 and 7.0; Avaya Breeze lab environment 3.0 - 3.4., 3.5. and 3.7. SMGR 7.0 and 8.0, CM, AMS, AES, ASM, SBC. Callpilot: mini, 200i, 201, 202i, 600rp, 1005rp, 1002rp, 702t.
Trace tools: AAM: Putty, Trace SBC, TraceSM, Wireshark, Tshark, TraceCE, TraceSBC and Trace HTTP
Client Soft phones: IX Avaya client, Avaya Onex-client, Avaya Onex- communication client, Avaya Onex-
agent and equinox client
EDUCATION
1998 – 1999 Southern Methodist University
School of Engineering and Applied Science Networking Technologies Program – Richardson, TX
Dos 6.22, Windows for Workgroups, Windows 95/98 and Upgrade, Windows NT Workstation 4.0
MS Outlook 98, MS Office 97, Wins, DNS, DHCP, TCP/IP, NetBIOS, NWLlNK, IPX/SPX, DLC
Windows NT Server 4.0 includes dual boot options, Network Printing, Network Adapter Cards
NetWare 3x/4x, NetWare Client 32
MS Exchange 5.5, Internet information Server 4.0, RAS Server
1992 Associate degree in Applied Arts and Sciences
Northlake Community College – Irving, TX
GPA: 3.65/4.00
1986 – 1987 DeVry Technical Institute – Irving, TX
1978 – 1980 Kankakee Community College – Kankakee, IL
Liberal Arts degree studies
PROFESSIONAL EXPERIENCE
May of 2018 - current Support Engineer for Apex contractor
Troubleshoot and resolve customer issues relating to Breeze, and OfficeLinks which includes issues such as Deployment of servers in VM ware environment using vSphere client software in a secure network environment, which includes configuring and troubleshooting software and network related issues.
Implement troubleshooting utilities and client-based tools to resolve technology tickets; i.e., Server Traces, TraceSBC, TraceCE, TraceSM, Wireshark sniffer trace, putty, toolsA software, WSCP etc.
Interface with engineers on tech team and specific design support teams to resolve escalated design-related issues
PROFESSIONAL EXPERIENCE
May of 2018 - current Support Engineer for Apex contractor
Troubleshoot and resolve customer issues relating to, Breeze, and OfficeLinks which includes issues such as Deployment of servers in VM ware environment using vSphere client software in a secure network environment, which in includes configuring and troubleshooting of, software and network related issues.
Implement troubleshooting utilities and client-based tools to resolve technology tickets; i.e., Server Traces: TraceSBC, TraceCE, TraceSM, Wireshark sniffer trace, putty, ToolsA software, WINSCP etc.
Interface with engineers on tech team and specific design support teams to resolve escalated design-related issues
PROFESSIONAL EXPERIENCE
January 2000 – 2018 Senior 2nd Level Support Engineer Avaya – Freeport, TX
Troubleshoot and resolve customer issues relating to Aura Messaging, Breeze labs and Callpilot unified messaging; which includes issues with hardware, software, configuration, and network related issues.
Implement troubleshooting utilities and client-based tools to resolve technology tickets; i.e., Server Traces, TraceSBC, TraceCE, TraceSM, Slee, SMTP, LDAP IMAP, AML, CPtrace, Wireshark sniffer trace software etc.
Interface with tech and design support team to resolve escalated design-related issues
Beta test and provide feedback on design and product releases
Train and mentor new engineers; coordinate support for global Tier I and Tier II engineers
PROFESSIONAL EXPERIENCE
June 1999 – January 2000 Business Analyst, Outlook Level II Tech Support
EDS – Plano, TX
Responded to an average of 15 to 40 daily calls to troubleshoot issues in a NT and Novell-based environment
Successfully and efficiently resolved tickets related to client e-mail access on Exchange server
Resolved connectivity issues using dial-up networking, RAS, EDSLlNK dial-up, VPN and LAN
Used network protocols TCPIIP, IPX/SPX, NETBEUI, SMTP, IMAPI and POP3
Resolved connectivity configuration issues using DHCP, WINS, and DNS
1997 – 1998 Production Supervisors
Hitachi Semi-Conductor – Irving, TX
Supervised up to 75 employees and maintained an overall 95% goal attainment ratio in the wafer ships department
Developed personnel to ensure efficient operation of production and adherence to IS09000 standards
Completed Superior Supervisor training course, Interviewing Excellence Course and SAP time-keeping course
Collaborated with support groups, engineering technical and management on areas of mutual concern
1992 – 1997 Lead Operations Technician III
Hitachi Semi-Conductor – Irving, TX
Worked with upper management to achieve and maintain daily production schedules
Supervised training of 13 to 15 employees, while maintaining Class 10 clean room status
Monitored wafer usage in bays and met ongoing goal to reduce budget expenses and increase company revenues
1984 – 1992 Therapist Technician
Dallas County Diagnostic Center – Dallas, TX
Transported, admitted, and onboarded new patients to assigned wards
Assessed, evaluated, documented, and monitored patients
Ensured safe patient care practices using quality care techniques
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