Education
Bachelor of Science Degree in Information Systems with Network Adminstration emphasis from Southern Utah University.
Cedar City, UT
December 2006
GPA 3.5/4.0
Course Highlights: Network Security, Network
Administration, Network Service & Support, Database Design &
Implementation, Network Design, Web Server Management, A+
Qualifications
Experience with the following:
Novell
Linux (SUSE Server 9, 10, OES1, OES2, NOWS, SUSE Linux Enterprise Desktop), Netware 6.5, Zen works 7, Microsoft Windows
XP/Server 2003, Windows 7, Windows Server 2008, Active Directory, Mac OS X, Faronics Deep
Freeze, Java, C++, Visual Basic
Currently studying for the MCTS: Installing and Configuring Windows 7 Client Experience
Senior Support Specialist, SIF Technical Support Team, Pearson Data Solutions, Sandy, UT, Aug 2013 – Current Take escalations from Tier 2 support engineers for cases needing higher level of troubleshooting.Write Technical documents and scripts to improve troubleshooting techniques. Install test environments and duplicate customer issues. Submit bugs to Development team.Gatekeeper for issues entered into JIRA. Tasked with making sure valid bugs/issues before submitting to development
Technical Support Engineer - Tier 2, SIF support Team, Pearson Data Solutions, Sandy, UT, 3/2010 - 8/2013
Provide phone/email technical support to Premium Support and Regular Customers on SIF (Schools Interoperability Framework) related Products on Windows, Mac and Linux Servers.
Take escalations from Tier 1 support engineers for cases needing higher level of troubleshooting.
Write Technical documents and scripts to improve troubleshooting techniques.
Install test environments and duplicate customer issues. Submit bugs to Development team.
Technical Support Engineer I,
OS/Kernel/Communications Frontline Team, Novell Technical Support, Novell, Inc., Provo, UT,
1/2007-2/2010
Provided phone/email/chat-based technical support to Novell Customers (Network Administrators) for OS/kernel/Comms related issues on Netware 6.5 and SLES (9,10, 11), OES1, OES2 and NOWS products.
Network Technician/Lab Tech Manager, IT Department, Southern Utah University, Cedar City, UT,
4/2005-12/2006
Managed and trained 20 lab technicians for 3 open labs on campus (approx. 200 PCs)
Assisted Network Administrator in daily duties in a Novell Netware Environment.
maintained workstations, imaged using Novell’s Zen works, user creation, rights,
and maintenance using Console One, server administration, NDPS and printer
maintenance, made apps using Novell Snapshot utility, DHCP Table Entry
Troubleshot and fixed hardware and software problems on PCs and Macs in open labs
Helped set up, install, and image new computers in student labs
IS Capstone Project – SUU wireless testing, Southern Utah University, Cedar City, UT,
Spring 2006
Performed wireless site surveying of SUU campus (2 person team)
Tested common student areas on SUU campus, classroom by classroom (
50 + areas
) using Netstumbler on wireless laptop
Tested different wireless authentications (WPA-PSK, WPA-LEAP, WEP 64-bit
and 128 bit, and OPEN)
SUU IT Department added 2 more wireless radios because of findings
