Engineer Technician

DAVID BRUNDAGE

Technical Support Engineer

**** ****** **** *** • Anna, TX 75409

972-***-**** home • 469-***-**** cell • ******@*******.***

INTRODUCTION

Technical Support Engineer experienced in technical product support, application support, and technical customer support, in both production and R&D areas. I support both off the shelf and proprietary products. I enjoy working with new technologies and strive to gain more knowledge and expertise supporting emerging technologies.

AREAS OF EXPERTISE

• Wireless Technologies • Cloud Computing • TCP/IP Protocol Suite

• Convergence Technology • Production Support • SaaS (Software as a Service)

• Root Cause Analysis • Technical Documentation • New Product Development

• Product Support • Applications Support • Information Security

• Special Projects • Wireshark • Technical Customer Support

• Log Review • Product Installation • Customer Training

• PC Support • Proprietary Product Support • Network Support

• Research and Development (R&D) • Microsoft Windows • Test Case Preparation

CAREER PROFILE

IPcelerate, Inc, Software Support Engineer 9/2008-1/2012

• Assist internal and external customers in resolving complex technical issues of enterprise level application software.

• Resolve customer technical issues via phone, email, and remote access.

• Install and configure enterprise level software onto customer’s Microsoft Windows Server 2003/2008 servers.

• Provide customer training on application operation, use, and configuration.

• Use Wireshark, log review, and other tools, to identify and correct technical issues.

• Advise customers how to configure the software application, their Voice over Internet Protocol (VoIP) network and Cisco Unified Communications Manager (CUCM) to allow company software application to properly operate.

• Insert and run Microsoft SQL (MSSQL) commands.

• Perform root cause analysis of issues.

• Interface with developers when needed to provide application logs and to assist in issue resolution.

• Create how-to documentation to explain procedures to troubleshoot and resolve recurring issues.

• Answer customer pre-sale and post-sale questions.

• Participate in special projects.

• Attend weekly meetings to discuss ongoing issues and how to resolve them.

• Prepare test cases for new product development.

• Provide feedback to improve products.

• Document customer issues using NetSuite.

CompuCom, Level II Deskside Engineer 12/2005-6/2008

• Support customer Microsoft Windows computers.

• Troubleshoot personal computer (PC) and network errors.

• Install and upgrade Windows operating systems (OS), software packages.

• Install and configure Dell laptop wireless clients.

• Maintain wireless network.

• Configure Blackberry devices.

• Respond to user needs and questions in person; remotely by phone, email, and NetMeeting.

• Document customer issues in Clarify help tickets.

• Perform personal computer (PC) preventative maintenance.

• Remove viruses and spyware.

• Improve efficiency by starting an online knowledgebase to facilitate quick resolution to reoccurring issues.

Galaxy Systems, IT Support Specialist 9/2005-11/2005

• Support customer’s Microsoft Windows computers and networks in a field service environment.

• Install and upgrade Windows operating system (OS) and software packages.

• Perform personal computer (PC) preventative maintenance.

• Remove viruses and spyware.

• Troubleshoot personal computer (PC), network, Internet, and email client issues.

• Document trouble issues and make reports as needed.

Six B Labels, IT Support Specialist 10/2004-5/2005

• Support company personal computer (PC) and Local Area Network (LAN) user environment.

• Support desktop applications.

• Monitor, review, analyze, and troubleshoot network (LAN) and personal computer (PC) related performance issues.

• Respond to user needs and questions.

• Evaluate network and system services.

• Recommend network (LAN) modifications as needed.

Texas Instruments, Lab Support Technician 3/1999-1/2004

• Support ADSL modems by executing software quality tests on production level Microsoft Windows drivers.

• Uncover and resolve issues that were often overlooked.

• Perform root cause analysis.

• Document issues and present solutions.

• Review various ADSL driver, web, and user interface software packages.

• Participate in weekly meetings to determine severity of issues regarding ADSL driver.

• Assist in the installation, maintenance, and upgrade of lab Local Area Network (LAN) and equipment.

• Install and maintain lab ESD stations.

• Assist engineers and coworkers in the setup and validation of test stations.

• Manage laboratory infrastructure.

• Control lab inventory.

• Improve efficiency of lab inventory process with purchase pocket PC.

• Schedule lab equipment to be calibrated.

• Write reports as needed.

• Document test procedures.

• Edit help files.

• Collect and format test data.

• Positively interact with customers, guests, and vendors.

Zlan, Ltd., Electronics Technician 3/1997-7/1998

• Troubleshoot circuit boards to the component level.

• Repair circuit boards to the component level.

• Use oscilloscopes, multimeters, and other electronic tools.

• Test circuit boards for RAM memory tester subassemblies.

Osi, Inc., Electronics Technician 11/1993-2/1997

• Troubleshoot circuit boards to the component level.

• Repair circuit boards to the component level.

• Use oscilloscopes, multimeters, and other electronic tools.

• Program EEPROM memory chips using DATA I/O.

• Complete final assembly of the product.

EDUCATION & TRAINING

Collin College

• Cisco CCNA

• Convergence Technology

• Voice Over IP (VoIP)

• Wireless Technology

• CompTIA Security+

• Macro Economics

A.T.I. Career Training Center

• Information Technology/Network Administration

Amtech Institute

• Electronics Technology

Self Taught

• Bilingual English/Spanish

CERTIFICATIONS

CompTIA

• A+ Certified Professional

• Network+ Certified Professional

Electronics Technicians Association

• Certified Computer Service Technician

Electronics Technicians Association

• Certified Electronics Technician

COMMUNITY SERVICE & ASSOCIATIONS

North Central Texas Herding Dog Association

• Vice President

Contact this candidate