EXECUTIVE SUMMARY

Dependable and diligent IT professional who manages multiple tasks and works wel
l under pressure. Computer support technician with over twelve years experience
providing technical assistance to business professionals. Demonstrated ability t
o integrate computer skills, customer support experience, and related education
to exceed technical, business, and customer requirements. Skilled at troubleshoo
ting and fixing problems while minimizing customer stress levels. Seeking positi
on that requires creating systems and processes to improve quality, productivity
and company's bottom line. Professionally certified by CompTIA and Avaya. Bache
lor Degree in Computer Information Systems and Education.
PROFESSIONAL CERTIFICATIONS
Convergence Technologies Professional, COMPTIA
Certified Associate, Avaya
A+ Certified Associate, COMPTIA
Network+ Certified Professional, COMPTIA
TECHNICAL SKILLS
Operating Systems: Windows 95, Windows 98, Windows 2000, Windows NT 4.0, Windows
XP, Windows 7
Hardware Systems: UNIX, IBM (PC and Laptops) and Dell (PC and Laptops)
Desktop Applications: MS Word, Excel, Outlook, Power Point, Access, Internet Exp
lorer, and Share Point
McAfee VirusScan and EPolicy Orchestrator
CA Technologies Clarity PPM
RELEVANT EXPERIENCE
Clarity CSS Support Engineer - 2009 - Present
CA Technologies, Plano, TX
Investigate technical problems, determine root cause and forward findings to Sus
taining Engineering.
Research and investigate complex questions or CA product defects for the product
line.
Use traces, dumps, debuggers, reviewing product source code, or other software t
ools.
Maintain trouble-ticket system to record and track user calls and e-mails.
Work to improve the team's performance, product capabilities, and customer satis
faction.
Collaborate with the Support Planning team for the product line.
Lead the team effort to resolve escalated support issues.
Tier I Technical Engineer - 2009 - 2009
McAfee, Inc, Plano, TX
Provide Tier I Gold Support for NA corporate customers.
Maintain trouble-ticket system to record and track user calls and e-mails.
Qualify cases before escalating into Tier-II.
Troubleshoot and resolved user issues with Viruscan Enterprise and ePolicy Orche
strator products.
Provide a high level of customer service and client relations based on outstandi
ng communication.
Record and document all issues related to customers both internal and external.
System Support Specialist - 2001 - 2009
Avaya, Inc, Coppell, TX
Served as Gatekeeper and Tier III support for 2000+ internal support engineers a
nd customer users.
Resolved Customer Portal access and internal user connectivity problems for Reme
dy user community.
Developed Team Share Points for NOC, Infrastructure Support, and Architectural I
mplementation.
Enlisted as Citrix Admin for Avaya Technicians and Business Partners who support
ABN AMRO.
Engineered Sentinel Access GUI for NOC personnel to monitor 33 unmanned AT&T sit
es in Midwest.
Audited and migrated intranet web sites to new Internet Information Server on ti
me.
Assisted as HP Openview Admin for Avaya's Japan IMC Team during 2002 FIFA World
Cup.
Authored a set of information systems security policies, processes, and procedur
es.
Administered network monitoring tools BMC Patrol and HP Network Node Manager.
Field Technician - 2000 - 2000
Nortel Networks, Dallas, TX
Completed data switch installations in Boston, Detroit and Dallas.
Installed Nortel Passport, UE9000 and DMS 100 products.
Traveled extensively to client sites and work locations 100%.
Desktop Support Technician - 1998 - 2000
Associates Home Equity Services, Irving, TX
Resolved Word, Excel, Power Point and Outlook issues for 750 users.
Diagnosed and resolved Windows 95 and 98 operating systems issues.
Managed effort to ensure equipment and software was Y2K compliant.
EDUCATION
B.S., Computer Information Systems - 2000
DeVry University, Irving, Texas
GPA: 3.98. GPA: Summa Cum Laude
B.A., Education - 1978
Ouachita Baptist University, Arkadelphia, Arkansas
Major GPA: 3.0
TECHNICAL TRAINING
Developing Microsoft ASP.NET Web Applications Using Visual Studio.NET
Openview NNM on UNIX
Oracle 9i SQL Programming
Relational Database Design
PERSONAL REFERENCES
Available upon request