• 15 years of practical PC and software use and experience
• 10+ years of Dell hardware and software technical support experience
• 10 years hardware technical problem analysis, problem solving and engineering experience
• 6 years of systems administration work on multiple platforms and operating systems
• Provided technical mentoring and training to coworkers
• Bilingual: English and German

Develop and maintain the design and content for scribkin, a review blog for social network and RSS web applications.

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.

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.

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.

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.

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.

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.

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.

Performed phone-based technical support troubleshooting on hardware, software and peripheral devices such as modems, network and sound cards.

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.

Edited and performed error resolution on documents for issuance of Texas driver licenses and ID cards.

Performed PC hardware, software and accessory direct and bid sales with inside and outside contracts.

Helped customers choose software, accessories and literature for their PCs. Reviewed software as it was released. Provided both floor and telephone sales support.

Research Development Academy, Austin TX