Technical Support Field Engineer
Resume:
Paul M. Lockman
Coral Springs, FL *****
**********@*****.***
Information Technology Specialist
Personable, friendly, professional, customer-oriented US Veteran Field Engineer with vast experience providing technical support, with solid background and experience in configuring, installing, maintaining and repairing a wide variety of desktop computers, peripherals and servers. Proven reliable and effective working independently or on a team focused on troubleshooting and problem-solving Network and program implementations with a strong positive work ethic.
Analytical Skills Server / System Upgrades Effective Communicator
System Implementation Microsoft MCP Network Administration
Database Support Remote Technical Support Data Reporting
Active Directory Management Information Systems Patch Management
Application Support MS Exchange Network Documentation
Highlights of Accomplishments
Manage multiple implementation projects successfully while minimizing downtime for customers.
Trained customers to be self supporting thus saving service costs associated with product.
Remote, Telecommute, and onsite technical support for applications, email, DB and servers.
Supported standalone, peer to peer, network and web-based software successfully.
Familiarity with network infrastructure and multi-server technology implementations.
Solid background with networking components in a wide variety of deployment environments.
Technical Skills
Operating Systems Experience in WIN/PC OS, Win XP, Win7, Win 8, Win10, Mac OSX.
Networking skills Windows Server 2003/2008, Novell Netware, Virtual Server, LAN/WAN.
Routers Linksys, Cisco, 3Com, HP
Switches Cisco, HP, Bay Networks, 3Com.
Networks 100/1000mb Ethernet, VPN, Fiber optic, Apple Network, Wireless
Applications MS Office, Bomgar, GoToAssist, Salesforce, MSSQL, MySQL
Backup Systems Backup Exec, Arcserve, Symantec.
Virtualization VMware, Hyper-V, and Microsoft
Certifications MCP MCTS, A+, Network +, Novell CNA, Apple
Anti-Virus Software MacAfee, Norton
Microsoft Certified Technical Specialist
Over 30 years of IT industry experience in LAN implementation and support, workstation, network troubleshooting and repair. Over 30 years of Customer Service Experience overall.
Able to communicate technical scenarios in easy-to-understand terms.
Paul Lockman Page 1
Experience
Sedona Technologies - Technical Field Engineer S. Florida 1/2016 – 8/2024
System upgrades and implementation projects for State Farm Insurance.
Computer systems upgraded for State Farm via IBM / AERO Project.
Backup and restore user data.
Verified system operation and data integrity. Troubleshoot failing systems.
Train users on new systems and software updates.
Performed site audits, documented inventory changes.
Houghton Mifflin Harcourt Publishing - Remote Field Engineer S. Florida 4/2011 – 4/2015
Supported District wide network consisting of 170 locations and over 300k users for Broward County SD, FL.
Support HMH Applications for several large districts in the US and Internationally
Conduct initial site surveys, pre-sales technical discussions, to install software, provide upgrades,
provide on-site support, troubleshooting, and network optimization services.
Provide field employee technical support in conjunction with technical Help Desk.
Remote monitoring and support of DB servers and multiple Web servers.
Assist Tech Support Help Desk Staff by providing customer/site information and troubleshooting support, Smart Hands.
Implement proprietary software for districts, import users, set automated backup processes.
Responsible for support of 3rd party hosted servers and applications.
Sedona Technologies - Technical Implementation Specialist S. Florida 8/2008 – 4/2010
System upgrades and implementation projects.
Over 120 Dell systems upgraded for State Farm via IBM Project.
Backup and restore user data.
Verified system operation and data integrity.
Trained users on new systems and software.
Performed site audits, documented inventory changes.
Pearson Digital - Senior Technical Support Specialist Field Engineer AZ / FL 2/1996 – 6/2008
System and software implementation and software and network troubleshooting and support.
Install software, upgrades, and deliver on-site support, troubleshooting, and network optimization services
Supported 7 educational software programs on various standalone and networked systems.
Provide customer/site information and troubleshooting support to phone tech support staff.
Set Backup for customer MySQL student database and instructed on procedures.
Installed, maintained updates and upgrades as well as pilot projects for school districts.
Worked on help desk Level 2 for 2 years supporting multiple K12 educational software applications.
Configured switches and routers for optimal network performance.
Train end users and local technicians on basic support of proprietary software.
Entex Information Services - Senior Field Engineer S. Florida 6/1986 – 2/1996
(Formerly Businessland -Currently a division of Siemens)
Everything from standalone to network systems installation and support. All current hardware platforms and Operating
Systems for the timeframe noted. Pre and Post service and sales support, contract negotiation and support, Inventory
control. User training. Workstation and laptop hardware support, Exchange Admin
Education
The Academy of South Florida Ft. Lauderdale, FL Oct. 2012
Network +, Vista, Windows 7, Server 2008 MCTS, MCP
Computer Savvy Ft. Lauderdale, FL Sept. 1998
Novell CNA Certification
Total Technical Institute Ft. Lauderdale, FL June 1985
Computer Science and Technology (Specialized Associates Degree in Applied Computer Science)
Salem Community College Carneys Point, NJ Sept. 1981
Computer Science, Business Admin, Construction Technology
Salem High School Salem NJ June 1975
Paul Lockman United States Navy Veteran Page 2
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