Seasoned Technical Support Consultant with more than 25 years in customer service and technical troubleshooting, with the capacity to quickly learn and synthesize new networking technologies. Can provide the experience and critical thinking necessary to successfully facilitate client relations. A team player who is flexible, reliable and adaptable to dynamic environments.
Customer service expert
Analytical and critical thinker
Expert in disaster recovery
Excellent verbal and written skills
Technical Support Consultant08/1997
to 06/2012 Hewlett-Packard Company – Alpharetta,
Provided remote phone support for customers subscribing to premium products.
Actions included fault analysis and development of recovery action plans.
Also tracked and responded to customer surveys where submissions indicated one or more areas of desired process improvement.
Focal points included support of Superdome 2, Superdome SX1000 and SX2000, C7000 Integrity Blade Server, Integrity RX8600 series and PA-RISC RP8600 and RP 8400 series machines, legacy PA-RISC systems including T-Class, N-Class, L-Class and K-Class systems, all running HP-UX.
Fault analysis included gathering and analyzing Machine Check Abort and High Priority Machine Check data to determine the most likely component for replacement.
Disaster Recovery Specialist09/1994
to 08/1997 Hewlett-Packard Company – Colorado Springs,
Evaluated and tested business recovery plans for all Company Critical and/or Entity Essential applications.
Conferred with management and staff to ensure a viable recovery plan was established.
Also provided system administration of resident equipment, reconfiguring hardware environments to satisfy customer needs.
System environments included the T-Class, N-Class, L-Class and K-Class machines, along with CD and DVD optical storage libraries, digital tape libraries and disk array storage.
Developed and tested recovery options that included Logical Volume Manager (LVM), SwitchOver/Service Guard and HP-UX Networking/LAN Management.
Response Center Support Specialist08/1988
to 09/1994 Hewlett-Packard Company – Atlanta,
Provided remote phone support for three distinct teams and environments, including System Interrupts, Datacomm/Networks and HP-UX System Administration.
Special projects included maintaining nation-wide support for the MPE dump analysis tool and enhancing the proprietary TECK application used in call handling.
Managed call flow and responded to technical support needs of customers.
Technical Support Analyst12/1986
to 08/1988 Boeing Computer Services – Wichita,
Developed and implemented operational procedures for maintaining system security in both classified and non-classified environments.
Provided on-site system administration, problem analysis and resolution for the installed HP equipment.
Special projects included submission of a technical paper to the Interex National User's Group conference in 1988.
Modified and converted a specific application to run within the HP 16-bit environment.
Provided base level IT support to non-technical personnel within the business.
Installed software, modified and repaired hardware and resolved technical issues.
Software Support Representative07/1983
to 12/1986 Hewlett-Packard Company – Cedar Rapids,
Provided support functions to HP customers, including teaching classes for both internal HP staff and external customers, tracking and reporting of the customer environment, promoting and supporting sales representatives with proposals and demonstrations of new or updated products.
Special projects included support of specialized and customizable software packages, graphics and laser printer support, memory dump analysis and operating system fault analysis for customers in the Midwest Sales Region.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Bachelor of Arts: Mathematics Computer Emphasis1975University of Iowa-
Master of Arts: Computer SciencePartially completedUniversity of Iowa-
Brings a wide variety of other skills to the organization:
Trained in effective presentations and public speaking
Qualified editor of technical material, adhering to proper spelling, punctuation and grammatical standards
Member of the Georgia Computer Genealogical Society
Published author of family history
Trained in first aid and automatic defibrillator use as first responder (non-EMT)
Certified SCUBA diver since 1976
Licensed private pilot since 1977
Water skier, snow skier and sky diver
Plays ragtime piano, saxophone and sings four-part barbershop style harmony