TECHNICAL SKILLS

• Expert level knowledge in: Windows 98 SE through Windows 10: Debian Squeeze and Jesse; Fedora 3 through 11; Linux Red Hat 9.; LVM; SE Linux and Solaris 8.
• Troubleshooting skills with Windows 98 SE through Windows 10; RADIUS, RSA, LDAP, Active Directory, VMware Server (Open source versions), PXE, Citrix TCP/IP, PING utility, Trace Commands, Routing Concepts PPoE, DICOM, pktgen
• Wireshark (formerly Ethereal) Sniffer; DS Record; Microsoft Office; Open Office; VI; Microsoft Visio; Dia Diagrams; YUM; RPM; YUM Extender; Linux Commands and BASH Shell; SED and AWK
• Knowledge of SSL implementation; VPN clients; Access Control Lists; User groups and permissions; Remote Administration; Spyware and Virus protection.
• Installing peripheral equipment; replacement of Main boards and CPUs; Installation of hard drives; floppy; CD; DVD; CDR drives also, BIOS configuration.

PROFESSIONAL EXPERIENCE

Confidential, West Valley City, UT

Responsibilities:

• Monitor Ensemble and Edifec Data systems and respond to alerts generated by Monitoring system
• Deploy code changes in test environment
• Verify errors were an actual issue and if malformed HL7 send requests to have message corrected and resent

Confidential, Roy, Utah

Responsibilities:

• Do tech chats to assist agents with issues.
• Troubleshoot headset issues, escalate issues as needed to various levels of support.
• Perform desktop services and re - imaging of computers - Assist customers with enrolling in Medicare Health plans. Also assist with gathering information and routing call to the correct department.

Confidential, West Valley, Utah

Responsibilities:

• Assist with migrating the Confidential Salesforce instance to Incomm. Created fields, records, page layouts, buttons, rules, and verify data using VLOOKUP.
• Act as a back-up CSR, assisting callers with transactions and failures Assist customers pre-paid debit cards registration via website and phone Perform other assigned duties as needed

Confidential, Murray, Utah

Responsibilities:

• Provide support for the 360 e and HDM products. Troubleshoot issue with HL 7 messages, web server issues, network communication issues, and software updates.

Confidential, Layton, Utah

Responsibilities:

• Assist consumers with healthcare.gov website and answer questions about the affordable care act. Reset passwords and unlock consumer's accounts to the web site.

Confidential, Ogden, Utah

Responsibilities:

• Provide assistance with billing issues, upgrade of mobile devices, and data plan management, troubleshooting device issues with Android and IOS based devices.

Technical Support Analyst

Responsibilities:

• Provide first line support for Good Technology products .
• Assist in Good server installation for both Exchange and Domino versions.
• Assist in Device issues ranging from unable to open certain file types to installation errors.

Senior Technical Support Analysts

Responsibilities:

• Assist Premium level customers with problems with installation and Software failures. Assist with problem analysis and resolution. Creating feature requests and knowledge base article creation.

Tier 2 Support Analysts

Responsibilities:

• Provide advanced support for cases that was advanced from Tier 1 support and determine if issue was resolvable at the Tier 2 level or if it was a software defect.
• Ran log analysis on server and device logs and used tools like Grep to find errors in the log files.

Freelance Computer Consultant

Riverdale, Utah

Responsibilities:

• Perform virus removal, computer repair, network connectivity issues.
• Advise of best software and hardware to meet small business and individual user needs.
• Provided phone support and on-site services.

Technical Support Analyst

Kaysville, Utah

Responsibilities:

• Supported TaxWorks 2008 - TaxWorks 2006 Software. Provide phone support for incoming calls, answered questions about functionality and use of software.
• Assist with software installation problems with Windows XP and Vista. Analyze possible defects in software and provide escalation as needed.

Confidential, Lindon, Utah

Responsibilities:

• Supported all aspects of manufacturing and operations activities and served as an interface between Solera Networks’ Operations, Engineering teams and the box manufacturer. Built and configured a PXE server on Fedora 8. Created MPI documentation for procedures on installing the Solera Networks Appliance’s Operating System and hardware configuration.
• I created BASH shell scripts for automating set up and testing steps. Worked with Engineering to create kickstart file for PXE installations.
• Recreate production problems, identify hardware defects, and interface with development staff to resolve.
• U sed the VI and TCPDump functionality of Linux, I r an packet captures for testing where I was able to view the actual file containing specific IP information, proving the network traffic was captured and stored on the appliance. Contribute written documents to knowledge base for internal and external consumption.

Confidential, Salt Lake City, Utah

Responsibilities:

• Ensured that surgical products worked reliably and correctly as per design specifications and FDA Good Manufacturing Practice standards. Verified problems that were present or have been resolved, using specific rigid procedures and methods in compliance with FDA standards and regulations.
• Tested the software and user interface of the GE OEC premium digital mobile imaging system (“C” arm X-ray machine), verifying reported problems are present or have been resolved, using GE's RUS (Remote Utility Suite) and RUT (Remote Utility Tool).
• Reported issues using Rational's ClearDDTS program. Ran tests created in the DOORS server program.
• Installed the OS for the digital mobile imaging system and re-installed the calibration files for the systems via remote administration techniques.
• Operated more than 45,000 system tests that included software and hardware, during a three month system verification process.
• Recreate production problems, identify software defects, and interface with development staff to resolve.
• Document cases, and software defects in appropriate tracking systems.

Confidential, Salt Lake City, Utah

Responsibilities:

• Provided the first-line of post-sales telephone technical support of hardware, systems, sub-systems and applications for customers and employees in a highly procedural environment.
• Created documentation of issues and steps to support callers. Answered basic questions about installation, operation, configuration, customization, and usage of assigned products and software.
• Applied basic diagnostic techniques and remote desktop to identify problems, investigated causes and recommend solutions to correct common failures, including re-installing software and performing disk maintenance on Windows operating systems (XP and 2000 Professional).
• Supported Active Directory user account access permission requests and new equipment requests or equipment repairs. Contribute written documents to knowledge base for internal and external consumption.

Confidential

Ogden, Utah

Responsibilities:

• Accomplished the company goal of providing world class phone and e-mail support to Juniper customers with various issues ranging from basic set-up and configuration questions of the IVE; issues with the SSL-VPN Appliance’s re-writer features and VPN clients.
• Also successfully supported customers with configuring the SSL-VPN Appliance to work with Microsoft’s Exchange server, Active Directory authentication, LDAP authentication, RSA and RADIUS authentication. OWA, Outlook mail programs, and Windows XP SP2 compatibility issues.
• Configuring of the SSL-VPN Appliance to be compatible with Citrix server and the ICA files, both custom and default. Troubleshoot Access Control Lists, Group policies, SAMBA and Active Directory shares, Microsoft Distributed File Shares; Web based applications and other software as a service (SaS), and other business tool compatibility issues.
• Used Juniper's Secure Meeting to view issues and assist customers with various programs not working correctly while in the VPN session and configuring WSAM, JSAM, and Network Connect VPN client lists.
• Supported customers with upgrading the SSL-VPN Appliance software and troubleshooting issues from upgrades.
• Created documentation of customer issues and resolution methods used.
• Recreated customers issues in a test environment, escalate “bugs” in software following defined procedures for documenting and reporting issues.
• Supported Return Merchandise Agreement procedures.
• Read Packet Sniffs and Proxy server logs to determine port usage, protocols, communication methodologies, and network conflicts. Recreate production problems, identify software defects, and interface with development staff to resolve. Document cases, and software defects.

Confidential, USA

Responsibilities:

• Accomplished the company goal of providing first class phone support to MSN customers assisting them to solve problems with MSN software versions 5 through 8.5, e-mail programs such as Outlook versions 97 through XP and Outlook Express versions 5 and 6, troubleshooting e-mail problems, dial-up connectivity problems, hardware issues, Internet Explorer issues; spy-ware issues; customer of MSN features; supported customers with repairing damage from the MS Blaster worm.
• Create documented steps taken during directing customer with above issues. Contribute written documents to knowledge base for internal and external consumption.