I have supported customers for 29 years at various levels. For the past 12 years I have been Enterprise Network Engineer with F5 Networks, Inc. In this position I was involved with cases from Sales Engineers, and cases escalated from Network Support Engineers. My work over the past 20 years has been with devices now known as Application Delivery Controllers (ADC), for the past 12 years for F5 LTM and GTM devices.
F5 Certified Administrator
Network configuration and support
Determined to resolve customer issues as quickly and as completely as possible
Escalation engineer in support of F5's ADC products, LTM, GTM, and EM. ( Local Traffic Manger, Global Traffic Manager, Enterprise Manager )
Responsible for handling escalated support cases from Network Support Engineers and directly handling cases from Sales Engineers. This support involved troubleshooting by reviewing configurations, logging, and packet captures. Responsible for creating solution documents for public view. Participated in daily peer discussions relating to current cases.
08/1995 to 04/2005
Customer Support Engineer IVCisco Systems, Inc － Scotts Valley, CAProvided technical support to customers and field engineers for Cisco Content Networking hardware and software. Supported products are used in Server Load Balancing, Caching, SSL encryption/decryption and DNS (for server load balancing). Previously supported firewall products, TCP/IP networking software for Windows and DEC VMS, and DNS/DHCP software products Lead the team in total cases taken, bugs reported, and in customer satisfaction. Support required ranged from initial configuration issues to major issues that may require assistance from the Business Unit. Customers ranged from small businesses or educational sites to well known corporations with a large network presence. Additional responsibilities included training the backbone and outsource teams, liaison with the outsource team, liaising with the Business Unit for a product group, creating and reviewing technical tips and standard documentation, and lab configuration and maintenance. Provide support for: ACNS - For Cisco Content Engines for caching, and content networking WebNS - For Cisco CSS 11000, CSS 11500 Content Smart Switches, and the CSS SSL Module. Also provided support for the GSS (Global Site Selector), companion product to CSS that used DNS to assist in load balancing. LocalDirector - Cisco Server Load Balancing Product SCA - Cisco CSS 11000 Secure Content Accelerator Cisco Version of SonicWall SSL-R IOS - IOS Server Load Balancing (SLB), Catalyst SSL Module, Content Switching Module, DistributedDirector (DNS) Previously supported: PIX Firewall, Cisco Secure ACS, Centri Firewall, Cisco DNS/DHCP Server, Network Registrar (DNS/DHCP server), MicroWebServer, Multinet for Windows (TCP software for Windows), and Multinet for VMS (TCP software for DEC VMS operating systems)
02/1995 to 08/1995
Network Support Engineer - ContractorHewlett Packard / Volt － Roseville, CAWorked for contract agency at Hewlett Packard location as support engineer for HPUX (HP UNIX) TCP/IP networking This position involved email and telephone support for customers needing configuration or troubleshooting assistance for HPUX TCP/IP software.
11/1993 to 12/1994
Support EngineerAspect Telecommunications － San Jose, CA Supported UNIX based automatic call dispatch system used primarily in customer service environments. Provided configuration and troubleshooting for the hardware, software, and networking. Product was used for routing calls to agents and also included a voice response system for playing various pre-recorded messages.
08/1988 to 07/1993
ProgrammerIBM － Sunnyvale, CASupported AIX on IBM PC/RT, PS/2, and RS/6000 platforms. Started in Austin, TX and transferred to Sunnyvale, CA in Feb 1991 to support Intel, and other Silicon Valley customers Provided technical support for AIX operating system on P2/2, PC/RT, IBM/370, RS/6000 to customers and field engineers. Assisted with creation of troubleshooting documentation prior to the RISC System/6000 release. Supported IBM version of the SunOS based Auspex file server. Trained and mentored the college intern staff for the AIX PS/2 and RS/6000 product line.
Education and Training
Bachelor of Science: Applied Computer ScienceIllinois State University － Normal, IL, USA
BS - Major in Applied Computer Science - Languages: PL/1, COBOL, Assembler (370) Minors in Business and Accounting
My time at ISU included internships with IBM in Austin, TX and Rochester, MN for a total of 11 months
Foundation-Alumni Distinguished Scholarship given to top 10 transfer students based on testing, written exam, and interview in a invitational competition among the top 100 students transferring to Illinois State University
Red Tassel of the Mortar Board - Selected based on academic achievement while at ISU
Associate of Arts: General StudiesLincoln College － Lincoln, IL, USA
Dow Jone's Award for excellence in my Economics classes
Vice-President of school's chapter of Phi Theta Kappa Honor Society