Technical Support Specialist Resume Sample

Technical Support Specialist Resume Sample

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Ben Harris

12345 Ford Drive
Mountain Tree, WA 65490

PROFILE

Technical Professional with 10+ years of IT experience in Client Server, Storage Area Networking, LAN/WAN, Open Systems, Mainframe, and Enterprise Application Integration for hardware/software products. Quickly adaptable and able to multitask in the changing technical and Managerial atmospheres that are common in today's marketplace.

Operating System and Software Skills: Also see addendum on last page

• Microsoft MCSE Certified ID# 123456
• Microsoft MCP + Internet Certified ID# 123456
• Advanced TCP/IP and NT Routing skills
• NT Server, Win2K Server, XP, Win9X, DOS, Unix, OS/2, Novell, Solaris, AIX, HP-UX
• HP Openview NNM and Castle Rock SNMP manager
• Microsoft Office software, Visio, SNA Server, SQL 7, IIS, IE, SMS, SNA Server
• IBM QSeries Messaging Middleware Software, IBM ADSM and Tivoli Storage Manager
• Unix Solaris 2.6 - 2.8, AIX4.3.3, HP-UX 10.2 and 11.0
• Proficient in the installation and troubleshooting the major LAN transports such as TCP/IP and SNMP, IPX/SPX and Netbios
• IBM MVS, VM, TPF, VTAM, SNA

Hardware Skills: Also see addendum on last page

• Storage Area Networking equipment; Fibre Channel, FICON, ESCON, SCSI RAID, SRDF, IBM Channel Extension.
• Intel, WinTel, Compaq, RS6000, SUN, IBM and HP Server hardware and peripherals, Dell Server certified.
• LAN/WAN ATM, Ethernet, Switches, Cisco Routers, Hubs, Bridges, CSU/DSU, Firewalls, Routers, Bridges, Host Gateways, Channel Extenders, Protocol Converters, Hubs, Switches, cabling, NICs, and associated software and diagnostic tools; WAN Networking elements such as transmission devices CSU/DSUs, Modems, Multiplexers, etc., circuits T1s, Frame-Relay, ISDN, etc., cabling conventions, and associated diagnostic tools.
• Products to connect Open Systems equipment to IBM Mainframes via SNA, TCP/IP and 3490.
• Test equipment: LAN Sniffers, Logic analyzers, scopes, OTDR, Optical meters and power sources, ESCON Analyzers, Fibre Channel analyzers, SCSI analyzers, communication equipment.
• Optical Dense Wave Division Multiplexors DWDM.

EXPERIENCE

Digital Experience, Saratoga, CA 2000 - Present
A Leading Storage area Networking Company
Technical Support Supervisor

• Provided Project Management with strict deadlines and tight budgets, while balancing resources, for LAN, SAN and Application Integration projects.
• Initiated, evaluated, and cost justified proposals to enhance business and presented to top management
• Provided Pre-Sales and Post-Sales technical consulting for customers and company sales people
• Supervised, and provided technical back up, for a team of twelve
• Work with Customers, Vendors, and staff to produce Network designs. This involves detailing Network requirements and Equipment to implement different designs, producing network design documents such as drawings and recommendations for a particular approach, and the presentation of same to technical staff and management.
• Responsible for administration, hiring, technical training, mentoring, and team building.
• Formulated and implemented the roll out of an IBM MQSeries middleware product
• Designed and Implemented the support infrastructure of an optical DWDM product line
• Conceptualized, developed, and implemented support for Storage Area Networking product lines.
• Managed OEM vendors on the service side of business, and evaluated contracts.
• Nurtured project team development in the area of Open Systems LAN/WAN interoperability
• Coordinated and wrote appropriate system test plans, and conducted the testing and implementation.
• Applied for a patent as part of a group of three peers. It was Dynamic DNS for System Redundancy in a TCP/IP environment. Contributed to Corporate intellectual property.

Digital Experience, Saratoga, CA 1996 - 2000
Technical Support Specialist

• Provided world wide Technical Support for company and OEM products on a 24/7 basis.
• Specialized in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, Open System to Mainframe connectivity products.
• Set up and maintained a laboratory to simulate and reproduce customer problems.
• Contributed to technical documentation, and produced technical memos for released products.
• Trained System Engineers, Field Engineers and Customers
• Traveled in the USA, Europe and Asia Pacific to troubleshoot product problems.
• Maintained excellent working relationships with customers, field service, sales and marketing people.
• Well versed in all major OS s and Mainframe operations. Worked with Test equipment such as LAN Sniffers, Logic analyzer s, Scopes, OTDR, other optical equipment, and software diagnostics.

Digital Experience, Saratoga, CA 1992 - 1996
Senior Product Verification Engineer

• Worked in a product verification computer lab, testing company products and simulating real world scenarios.
• Mainly involved in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, and Open System to Mainframe connectivity products.
• Controlled product releases while working with hardware and software engineers.
• Produced technical documentation for customers and customer service.
• Provided group leadership on many projects. Trained on most OS s including NT, AIX, HP-UX, Solaris, OS/2, Win9X, DOS, Unix, MVS, VTAM, VM, Novell.
• Tested most LAN topologies including TCP/IP, IPX/SPX, and NETBIOS.

Digital Experience, Saratoga, CA 1983 - 1992
Hardware Engineer

• Worked with a team of hardware and software engineers on IBM channel switching products and Data Communication products.
• Product design, prototype debugging, and on-site customer introduction of early product.

EDUCATION/CERTIFICATIONS

University of New Haven, New Haven, CT
B.S.E.E. Program, 1983 - 1985
Greater New Haven State Technical College, New Haven, CT
A.S.E.E., 1981 - 1983
Central Connecticut State University, New Britain, CT
B.S. Business Administration, 1971 - 1976
Rutgers University Management Training
MCSE Microsoft Certified System Engineer
MCP + Internet Specialized in TCP/IP and Internet Information Server IIS
Medusa Laboratories Fibre Channel and SAN Theory M205

Addendum to Skill Sets: 
Hardware:

• Dense Wave Division Multiplexors DWDM Including Sorrento and Adva products.
• Fiber Channel WAN FC over ATM ADVA
• Fiber channel DASD LSI, EMC Clarion
• XEON PC, Pentium PC, Pentium Pro PC, Pentium II PC, Pentium III, Pentium IV, 486 PC, Laptop PC s, Printers, Scanners, Tape backup, and all related peripherals. Proficient in installing, diagnosing, upgrading and repairing all PC related hardware.
• RAID hardware including Fiber channel and SCSI, Fiber Channel HBA s, Fiber Channel Switches, Fiber Channel RAID Arrays. Knowledge of Dell PERC and Mylex SCSI Raid controllers.
• SCSI HBA s including Adaptec, Symbios and others, Compaq DLT Tape libraries, SCALAR 1000 robotic library.
• Fiber Channel HBA s including JNI, Qlogic and Emulux
• Hubs and switches for Ethernet, Fast Ethernet, Gigabit Ethernet, Token Ring, Fiber Channel.
• Network Hardware: Ethernet, Fast Ethernet, Gigabit Ethernet, Token Ring 4\16, FDDI, ESCON, and ATM. Hubs, Gateways, Bridges, Routers. An expert on installing and troubleshooting.
• Communication equipment: Modems, ISDN, T1, and T3
• Mainframe Peripherals: 3174 Terminal Controller SNA and non SNA, 3745 FEP, 3172 LAN Gateway, Fiber Directors, Channel Switches, Fiber and Bus/Tag extension hardware.
• Test equipment: LAN Sniffers Network Associates and NT Network Monitor , Logic analyzers, scopes, T1 and T3 testers, Cable testers, Breakout boxes, ESCON Analyzers.
• Wave Division Multiplexing WDM and DWDM equipment from Sorrento and Adva.
• SCSI Extension equipment from South Seas and Crossroads.
• EMC Clarion and LSI Fiber Channel SAN Storage units.
• Escon PCI products to connect Open Systems equipment to IBM Mainframes via SNA and TCP/IP.
• Working knowledge of SNA Networking elements, include FEPs, 3X74 controllers, and VTAM/NCP

Software:

• NT Server skills include: Installing and upgrading, Print server installation, Configuring TCP/IP, NETBIOS and IPX/SPX. Configuring NT desktop, Configuring NT server, Configuring network clients, Configuring DHCP/WINS, Network security, DNS, RAS, System backup and restores, Performance monitoring, Optimizing server performance, Create Domains and Workgroups, Create new user accounts, Registry troubleshooting.
• Proficient in the following Software applications: Microsoft Office, Microsoft SNA Server, Microsoft SMS Server, MS Access, MS IIS, MS Excel, MS Word, MS SQL Server, McAfee anti virus, Norton Utilities, Norton Anti Virus, Desqview, CC: Mail, PC Tools, Carbon Copy, Rumba, Attachmate, Netmanage, Various other 3270 emulators, Procomm Plus, QEMM, Netware SAA, IBM Communication Manager.
• MS IIS 4.0 Administrator ability this was one of my MCSE electives
• MS TCP/IP this was one of my MCSE electives
• MS SQL 7.0 Administrator ability
• IBM Q Series Messaging Software Trained for system administration. Worked a major product line that incorporated MQ Series.
• IBM ADSM and Tivoli Storage Manager
• Arcserve 6.61 for NT Server
• Solaris 2.6 - 2.8 Hands on installation and package adding.

General Skills:

• Extensive knowledge of speciality transmission devices such as Firewalls, Routers, FRADs, Bridges, Host Gateways, Channel Extenders, and Protocol Converters.
• Extensive knowledge of LAN Equipment, including Hubs, Switches, cabling, NICs, and associated software and diagnostic tools.
• Extensive knowledge of WAN Networking elements such as transmission devices CSU/DSUs, Modems, Multiplexers, etc. , circuits T1s, Frame-Relay, ISDN, sub-rates, etc. , cabling conventions, and associated diagnostic tools.
• Working knowledge of SNA Networking elements, include FEPs, 3X74 controllers, and VTAM/NCP
• Working knowledge of a variety of PC software office tools, including word processors, spreadsheets, and drawing tools.
• Results oriented, strong analytical skills, strong communication and negotiation skills, college degree in Business administration, college degree in engineering, vendor evaluation skills, able to interact across a varied audience.

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