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Philip J. Glockner 610 Sweetgum Ln. Round Rock TX 78664 |
phil@johannphilip.com home: 512.215.4762 cell: 512.293.6819 | ||||||||||||||||||||||||||
IT SYSTEMS ADMINISTRATION AND MANAGEMENT | |||||||||||||||||||||||||||
| SUMMARY | |||||||||||||||||||||||||||
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| WORK HISTORY | |||||||||||||||||||||||||||
| SCRIBKIN, scribkin.com | 3/2008 - Current | ||||||||||||||||||||||||||
| Webmaster | 1 month | ||||||||||||||||||||||||||
Develop and maintain the design and content for scribkin, a review blog for social network and RSS web applications. | |||||||||||||||||||||||||||
| CATALIS, Austin TX | 8/2005 - Current | ||||||||||||||||||||||||||
| IT Manager | 5 months | ||||||||||||||||||||||||||
Manage a team that handles both company IT and product deployment responsibilities. Responsible for defining and implementing new procedures for the IT department and facilitating the department's interactions with the company and its customers. | |||||||||||||||||||||||||||
| IT Systems Administrator | 2 years | ||||||||||||||||||||||||||
Many different roles including new hire account/workstation creation, back-end server maintenance, software licensing, inventory control, network architecture. Internal customer-facing responsibilities included software troubleshooting, wiki documentation, and providing novel solutions to business issues in a hybrid Linux/Windows environment. | |||||||||||||||||||||||||||
| DELL, Round Rock TX | 4/2002 - 8/2005 | ||||||||||||||||||||||||||
| Client Services L2 Support | 2 years | ||||||||||||||||||||||||||
Participated as a key member in several 'site startup teams' to ramp support queues in Twin Falls, Idaho and Edmonton, Canada. Tech Support new hire trainer for large business and gold accounts. Participated in several cross-functional teams to improve efficiency and cost reduction. Provided direct mentoring and L2 support to phone techs. Acted as a call center liaison for national and international support teams. | |||||||||||||||||||||||||||
| Client Services Phone Support Sr Technician | 1 year | ||||||||||||||||||||||||||
Phone-based technical support for large business and relationship accounts. Worked on Dell hardware certifications and spent a year working third shift to expose myself to more challenges and opportunities. | |||||||||||||||||||||||||||
| NETPLIANCE / TIPPING POINT, Austin TX | 10/2000 - 5/2001 | ||||||||||||||||||||||||||
| Systems Administrator | |||||||||||||||||||||||||||
Worked with administrative team in the NOC and maintained ISP server farm for Netpliance. Built and configured new servers as needed. Maintained production applications including radius, IMAP, news, Oracle, mysql and Postgres. Developed and documented processes relating to this work. | |||||||||||||||||||||||||||
| DELL, Austin / Round Rock TX | 3/1995 - 10/2000 | ||||||||||||||||||||||||||
| Server Administrator / DBA | 2 years | ||||||||||||||||||||||||||
Fulfilled challenging role maintaining, and eventually replacing Dell's primary email support application. Running NT4 Server and MSSQL 6.5, the team I was on researched, made a business case for, and transitioned from its existing email support platform to Cisco Email Manager (CEM). My part was to define requirements, select hardware, implement the application and configure the new system. After implementation, I developed training documentation for the new system and trained a small team to help support daily operations. At its peak, we had over 200 live agents using CEM around the clock. | |||||||||||||||||||||||||||
| Communicator | 2 years | ||||||||||||||||||||||||||
Primarily I responded to technical support requests via email. This was a new department at the time so I also developed documentation on email troubleshooting procedures and technical assistance bulletins. In addition to email-based support, I also was active on Dell's AOL and CompuServe support forums. | |||||||||||||||||||||||||||
| Home Sales Phone Support Sr Technician | 1.5 years
Performed phone-based technical support troubleshooting on hardware, software and peripheral devices such as modems, network and sound cards. TEXAS DEPARTMENT OF PUBLIC SAFETY, Austin TX | 4/1992 - 3/1995 | A.F.I.S. Equipment Operator | 2 years
| Developed and wrote a thorough orientation and training manual for AFIS system operators. Responded to disruptions in the continuous operation of the AFIS mainframe. Executed a schedule of status reports and programs. Clerk III | 1 year
| Edited and performed error resolution on documents for issuance of Texas driver licenses and ID cards. THE COMPUTER PLACE / SMCS, Houston TX | 3/1991 - 10/1991 | Computer Sales
| Performed PC hardware, software and accessory direct and bid sales with inside and outside contracts. SOFTWARE HOUSE / COMPUSA, Houston TX | 4/1990 - 2/1991 | Software / Accessory Sales
| Helped customers choose software, accessories and literature for their PCs. Reviewed software as it was released. Provided both floor and telephone sales support. TEACHING | Introduction To UNIX | 3/1996
| Research Development Academy, Austin TX | |||||||||||
| EDUCATION | |
| 12 Credit Hours | Austin Community College, Austin TX |
| 60 Credit Hours | Computer Science, University of Texas, Austin TX |
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| References available upon request | |