- Skilled and self-motivated, hard-working information technology expert, computer support engineer, and consultant.
- 19+ years as a hands-on software troubleshooter and engineer.
- Wide experience with systems and environments ranging from individual PCs to large networks.
- High degree of expertise in security, networking, storage, and email.
- Sharp analytical thinker and problem solver.
- Excellent teaching and presentation skills.
- Web application developer with front- and back-end expertise.
- Motivated to take on new challenges.
Software Support and Engineering
- Provided customer-facing software support for most of Symantec Corporation’s software library, including:
- Email and document archiving and legal compliance solutions: Enterprise Vault, Discovery Accelerator, and Compliance Accelerator.
- End user anti-virus/anti-malware applications: Symantec Endpoint Protection.
- Mail server security applications: Symantec Mail Security for Domino and Symantec Mail Security for Microsoft Exchange.
- Symantec’s remote control end-user application, PCAnywhere.
- Performed QA testing and bug reproduction services for Symantec development.
- Performed advanced troubleshooting and customer handling for escalated cases when standard troubleshooting has failed.
- Assisted business-critical customers during new deployments, including acting as a team advisor during planning and design stages for large-scale Enterprise Vault installation and configuration projects.
- Served as the internal helpdesk resource for every application I supported.
Training and Documentation
- As both a support analyst and a senior support engineer for Symantec, I trained new hires on the IBM/Lotus groupware solution, with an emphasis on email routing and replication concepts.
- When the need arose, I developed and provided detailed platform training, primarily for Linux, Solaris, and AIX, as well as Microsoft Windows.
- I drafted internal and external documentation for much of the software Symantec produces, and took part in a steering committee dedicated to setting documentation and technical troubleshooting article guidelines.
- Offered technical consulting services for individuals and businesses in the Eugene/Springfield area, including network installation and configuration, operating system setup, virus and malware removal, and PC performance tuning.
- Developed web-based applications from end to end for several small businesses, focusing on MVC methodology. Technologies included:
- HTML, CSS
- PHP, Node.js
- SQL (including MySQL/MariaDB and Microsoft SQL)
- Equally comfortable with individual computer systems and large-scale environments.
Relevant Employment History
- Springfield, OR; 1997-present.
- Software company specializing in security, information management, and availability.
- Positions held include:
- Technical Support Analyst
- Sr. Technical Support Engineer
- Remote Product Specialist (an account management role)
- Information Technology Specialist
Decision Research (Consulting)
- Eugene, OR; 2012-present.
- Scientific research company specializing in decision-making processes.
- As a consultant, I develop and provide a web application.
- Eugene, OR; 1997-present.
- Provide my services as a contract computer and networking consultant, and web developer.
Education and Certification
Lane Community College
- Microsoft Certified Systems Engineer
Initially acquired in late 2001 for Windows 2000 and Active Directory, maintained until the MCSE program ended.
- Symantec Certified Professional
Multiple certifications across multiple products. Most recent is for Enterprise Vault.
If you’d like to contact me, please use this form: