Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Senior Technical Support / Lead Systems Test Engineer
HPE/Aruba/Silver Peak INC
01.2008 - Current
Provide support for Silver Peak’s Enterprise level customers on the WAN Optimization products, IPSEC, GRE, UDP Tunneling, WAN compression, TCP/IP, VRRP, WCCP, POE, LTE and QOS.
Worked with routers (Cisco 2811, 2624, Nexus 9000, Arista), hubs, Cisco Switches (3850,3500, 2924), Aruba, Arista, PoE, Firewalls (Netscreen, Fortinet, Cisco Pix, Sonicwall) Windows XP & WIN2K & WIN2003, 2008, 2012 Server.
Work with VMWARE Vsphere 5.0, Microsoft HyperV, AWS
System Test Silver Peak product line
SDWAN, SAAS, SASE
Spirent Test Center/Avalanche
Senior Systems Engineer
Engate Technologies
10.2007 - 02.2008
Assisted enterprise level customers in post and pre-sales issues
Worked Enterprise SPAM issues
Troubleshot Internetworking Issues
Contract
Manager, Customer Support/ Information Technologies
Anchiva Systems Inc
04.2006 - 10.2007
Researched and Assisted in Choosing CRM, Phone System, and Mail Server
Installed and redesigned Corporate Network.
Assisted in setting up and customizing CRM, phone system, internal domain controller
Designed and installed Open-Xchange Mail Server and Microsoft Exchange Server, DNS, Radius, Web, and Active Directory servers on WIN 2003.
Setup site to site VPN to offices overseas in APAC.
Setup policies and customer escalation procedures for the customer service organization.
Assisted in the design of the Anchiva support web site.
Assist users in desktop issues such as printing, Windows, and network issues.
Provide Pre-sales and Post-sales support for the Anchiva’s customers
Assisted customers in inter-networking issues, worked on SPAM, AV, and Spyware issues.
Senior Technical Support Engineer
Silver Peak Systems, Inc
09.2005 - 04.2006
Assisted in setting up and customizing CRM, phone system, internal TAC Web server
Designed and installed the TAC lab
Setup Exchange Server, DNS, Radius, Web, and Active Directory servers on WIN 2003, wrote policies and customer escalation procedures, assisted in designing support web site for the Technical Support Organization.
Provided support for Silver Peak’s Enterprise level customers on the WAN Optimization products, GRE Tunneling, WAN compression, TCP/IP, VRRP, WCCP and QOS
Worked with routers (Cisco 2811, 2624), hubs, Cisco Switches (3500, 2924), Firewalls (Netscreen, Fortinet, Cisco Pix, Sonicwall) Windows XP & WIN2K & WIN2003 Server.
Manager of Technical Support Americas/ Technical Support Engineer III
Fortinet Technologies, Inc
08.2004 - 09.2005
Supervised the Tier I and II support center.
Set up an internal TAC Web server, Exchange, Radius, LDAP, and DNS servers, designed and installed the TAC lab
Wrote policies and customer escalation procedures for the Technical Support Organization for the Americas Team.
Built the Americas TAC Team by selecting and hiring the team members.
Provided input for key changes the internal CRM.
Supported Security products Firewall, VPN, Traffic Shaping. Worked with Fortinet’s customers by assisting them in troubleshooting internetworking issues.
Worked with routers, hubs, switches, TCP/IP, Windows 95 & 98 & NT & XP & WIN2K,IKE, SSL, SSH, IPSEC and PKI.
Worked on Anti-spam, Anti-Virus and Content Filtering.
Customer Support Engineer II: IDP/Global PRO/NSM Team & E-Support Team
My job responsibilities include providing Tier 3 customer support for VARs, Distributors, enterprise customers, and end users via telephone and e-mail for IDP, Global Pro & Global Pro Express and NSM (Netscreen Security Manager.
Check email queue for the IDP/Global Pro/NSM.
Followed up with customers and recreated technical problems.
Assisted the firewall/VPN team in supporting the Netscreen 5, 5xp, 5xt, 5gt, 10, 100, 25, 50, 204 and 208.
Took 1st through 3rd Tier support calls for the 500, 1000, 5200, and 5400.
Worked on Beta projects, Wrote technical notes, application notes, case studies, and solutions for the Technical Assistance Center website
Assisted other support engineers when needed throughout the day.
Assist the European TAC work on re-creation of technical issues
Follow up on issues at the corporate office with engineering
Support European customers after the TAC team has gone home.
Worked with routers, hubs, switches, TCP/IP, Windows 95 & 98 & NT & XP & WIN2K,IKE, SSL, SSH, IPSEC and PKI.
Network Technician II
Frontier GlobalCenter
07.1999 - 10.1999
Work with Cisco Routers 7500, 12000, Catalyst 5000 switches.
Work with Sonet, DS3 circuits, TCP/IP, BGP, ISIS.
Used Remedy to work on trouble tickets.
Network Engineer
DJAllen Associates
05.1996 - 07.1999
Worked on WANs frame relay, ISDN, xDSL. Configured Cisco & Gandalf & Ascend Routers.
Worked with TCP/IP, IPX, SNMP, PPP protocols.
Worked with Spectrum and SNMPc, WhatsUp Gold, Network management applications, NT 4.0 and Netware 4.11, 5.0; IRIX, and with, Desktop Video Conferencing.
Assembled configured, and troubleshooted PCs.
Education
Bachelor Of Science - Computer/Business Information Systems
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