Experience

• 

  Zeta Interactive (formerly e-Dialog)

  • support

    • 2012 - Present
• 

  Akamai Technologies, Inc.

  • United States
  • Software Development
  • 700 & Above Employee

  • Technical Support Engineer

    • Aug 2006 - Apr 2011

    Provided technical support to external customers for complex content delivery questions and problems. Provided informal training to customers when appropriate. Worked closely with the account team to ensure that the customer was configured correctly and that issues were resolved in a timely fashion.Customer Support:* Fielded customer calls for problems and questions, for both standard and priority accounts* Investigated content delivery issues (including API, DNS, performance)* Provided priority support to commercial (ThomsonReuters) and public sector (IRS) accounts* Technical lead for service incidents* Achieved average CSAT score of 9.0 out of 10.0, 2010 honor roll* Implemented XML metadata configuration changesOperations* Served as SME for Entry Points and webcasting product* Regular contributor to and review of KnowledgeBase* Mentored colleagues on content delivery trouble-shooting

  • Network Infrastructure Engineer

    • May 2004 - Aug 2006

    Managed infrastructure consisting of thousands of servers deployed in hundreds of POPs. Worked closely with the NOCC to ensure high availability of the server clusters. Recruited and managed field tecnhnicians at remote locations. Maintained relationships with network partners.* Deployed, maintained, decomissioned server packages including remote diagnosis, communication with data center personnel, direction of local field engineer, rack configuration* Installed hardware and configured network server packages* Configured Cisco and HP switches* Siebel ticketing system

• 

  IDX Systems Corp. (now GE Healthcare)

  • Sr. Software Engineer

    • May 1994 - Oct 2001

    Responsible for availability of production servers and tools required for development and testing, including capacity planning, simplification of infrastructure, release engineering, hardware and software upgrades.* Achieved high level of user satisfaction in a 1000-user shop* Managed day-to-day ...

• 

  National Computer Systems

  • Cambridge, MA

  • Software Engineer

    • May 1989 - May 1994
    • Cambridge, MA
• 

  Saddlebrook Corporation

  • Cambridge, MA

  • Software Engineer

    • Feb 1982 - May 1989
    • Cambridge, MA
• 

  Honeywell, Incorporated

  • Wellesley Hills, Massachusetts

  • Software Engineer

    • Sep 1979 - Jan 1982
    • Wellesley Hills, Massachusetts
• 

  Secretary of State of Texas

  • Austin, Texas

  • Programmer

    • Apr 1977 - Aug 1979
    • Austin, Texas
• 

  University Co-Op

  • Austin, Texas

  • Programmer/Operator

    • Nov 1973 - Apr 1977
    • Austin, Texas