MARC P. OLDHAM
Senior Technical Support Engineer
Stockton,CA
Summary
Detail-oriented IT professional with twelve years of experience. Skilled at operating in a wide range of platforms. Excellent written and oral communication skills; capable of explaining complex issues in easy-to-understand terms.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Senior Technical Support Engineer
National Instruments
Santa Clara, CA
02.2016 - Current
- Provide first-level internal support, troubleshooting technical issues between internal infrastructure systems and configure and maintain internal networking, computing, Office 365, user accounts, and printing and projections systems for internal office use
- Provided guidance on installing and integrating new hardware components and software to remote clients
- Responded to support requests from end-users and patiently walked non-technical individuals through basic troubleshooting tasks
- Served as primary point of contact for second-level enterprise support relating to owned solutions and products supporting various solutions: application infrastructure support, SQL, Vertica, Hadoop, ELK, Kafka, Chef, Ansible.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and software and system upgrades, including planning exercises for future software rollouts
- Utilized remote monitoring tools (LogicMonitor and Coralogix) to establish proactive alerting of issues and increase performance of quickly addressing issues
- Documented faults and bugs for referral to development staff for use in updates
- Communicated with stakeholders to share critical technical information and deliver project updates
- Improved application performance through optimization of data flow processes
- Remotely assist or travel to client test floor labs to install and configure software solutions and educate end users
- Tracking of issues and escalations through Service Now.
- Assisted with creation of KB documents, user manuals and guides
Network Administrator
Black Mountain Systems
San Diego, CA
10.2014 - 12.2015
- Provided administration for: Windows Server / Active Directory / Group Policy, SQL Server database, local & cloud- based VMware virtualization deployments, Google Apps, , and WAN and VOIP-based hosted telecom systems
- Planned for and addressed network, computing, and office infrastructure needs
- Procured and managed hardware equipment and software licenses, system back-up and restore activities, device management encryption, and asset management.
- Facilitated office expansion and remote office re-location, software and service vendor determinations, user accounts, system configurations, permissions and email
- Configured, administered and monitored servers, network services and end-user laptops and laptop images. Managed windows security patches (WSUS)
- Established and maintained policies and procedures and address all IT-related requests and reported issues.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
Cloud Services Engineer
Birch Communications (formerly CBeyond)
Louisville, KY
01.2011 - 10.2014
- Utilized advanced knowledge of server hardware, software, virtualization and networking technologies and cloud server services for troubleshooting end-user hosting environments
- Provided demonstration as related to troubleshooting and documentation issues for client education
- Provided Microsoft Server 2003, 2008, and 2012 support; Knowledge related to IIS and backup solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Identified issues, analyzed information and provided solutions to problems
Intern / Customer Support
Maximum ASP
Louisville, KY
07.2010 - 01.2011
- Worked as team member of data center hosting Microsoft Windows-based service of 44,000+ domains for customers in over 120 countries.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
Education
Bachelor of Science - Information Technology
Sullivan University
01.2010 - 05.2011
Master of Arts - Teaching
Bellarmine University
Louisville, KY 01.2006 - 05.2008
Bachelor of Science - Mass Communications and Film
Miami University
Oxford, OH 08.1997 - 05.2001
Skills
Hardware integration
Support system management
Technical issues analysis
Staff education and training
Timeline
Senior Technical Support Engineer
National Instruments
02.2016 - Current
Network Administrator
Black Mountain Systems
10.2014 - 12.2015
Cloud Services Engineer
Birch Communications (formerly CBeyond)
01.2011 - 10.2014
Intern / Customer Support
Maximum ASP
07.2010 - 01.2011
Bachelor of Science - Information Technology
Sullivan University
01.2010 - 05.2011
Master of Arts - Teaching
Bellarmine University
01.2006 - 05.2008
Bachelor of Science - Mass Communications and Film
Miami University
08.1997 - 05.2001