Experience

ThinkWare

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Analyst

  • Feb 2018 - Present



Trivantis

• United States
• Software Development
• 1 - 100 Employee

• CourseMill Support Specialist

  • May 2013 - Aug 2017

  Helped many clients maintain their Windows Servers (2003-2016)Helped clients administer servers in their VMWare environment, and guided them through engineering VM's to successfully run CourseMill.Instructed clients' IT administrators on group policies to successfully run CourseMill.Assisted larger clients with load balancing their Windows Servers, and Tomcat application servers.Installed Tomcat application server 5 and 7, tuned Tomcat per customers' specifications, and helped to troubleshootSet up IIS, and redirect for Tomcat to run friendly URL's in their corporate environment. Performing maintenance tasks to clear server space, reset server applications, and monitor server health.Installed MySQL, and SQL Server on clients servers, upgraded databases, database conversions, and helped them to configure their database servers to successfully connect through a JDBC connection.Provided support for clients network setup, server configurations, email services, and other necessities to run the CourseMill software in their corporate, and secure environmentsCourseMill/Advanced Reports (Entrinsik Informer report server) installations, upgrades, migrations, and activations.Deliver service and support for CourseMill customers via phone, email, or via remote connection.Create cases in NetSuite as needed and use them to document the troubleshooting process.Advising on best practices working with SCORM and eLearning content on an LMS.Basic troubleshooting of issues with Course functionality.Offering alternative solutions where appropriate with the objective of retaining customers’ business.Identifying product bugs, informing the customer of the bug fix progress, and offering workarounds when available.Setting up and troubleshooting automated imports/exports/reporting for customers who want to integrate CourseMill with their other systems.Worked with development, and Project Management team with CourseMill features and bug fixes.



Projetech ☁

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Systems Administrator

  • Apr 2008 - May 2012

  Provided technical support for IBM's Maximo Asset Management softwareIn house network administratorProvided support for in house servers hosting IBM's Maximo softwareProvided support for IBM's Maximo Mobile on Windows Mobile devicesBack end support for our clients' virtual servers hosted on VMWare EsxiProvided support for our Red Hat Linux hosted web siteBack end support for Websphere and Weblogic application server softwareConverted multiple servers from physical to virtual servers utilizing VMWare ConverterProvided support for multiple Microsoft SQL Servers and databasesHelped maintain and support Cisco 1800 series router for remote access to several VLAN networks



Positive Business Solutions

• Systems Administrator

  • 1991 - 2003

  Several Positions in Hardware Department (including management)Provided technical support via phone and on-site for 400 clients using Linux, Windows, Novell and SCO Unix Operating Systems Helped streamline setup processes by creating and updating documentationProvided high end Technical Support to the Hardware Support team over the Phone and On-SiteRepaired Okidata, LED and Dot Matrix printersAssisted Software team with Integrating new Technologies (Palm Sync and Medical Card Scanners)Assessed customers current configurations and made suggestions accordingly, by doing this I was able to help the customer better manage their network and generate revenue for PBSI Self Studied Red Hat Linux, Unix, Routers, Switches, Wireless Access, Protocols & Topologies and applied my knowledge on a daily basisSet up, installed, and provided technical support for VPN’s, Firewalls, and Routers for connectivity to the Internet and remote sitesSet up, installed, and provided technical support for customer networks utilizing DNS, DHCP, SSH, SSL, Telnet, HTTP, and routing protocolsSet up, installed, and provided technical support for internal and Internet e-mail applications utilizing Microsoft Outlook, Outlook Express, and Exchange ServerUsed Bendata’s Heat call tracking software to record, track, schedule, and follow through support calls to resolutionWent On-Site with Sales Reps to help Assess customer’s needs and plan an infrastructure to suit their needsWent On-Site for the Installation of new equipment (PC’s, Scanners, Faxes, Printers Etc) and software (Medical, Virus Scan, Etc)Assisted Sales Reps in configuration for new and existing clientsContinued in maintaining in-house training programTrained Field Engineers on SCO Unix and PBSI Software IntegrationsTroubleshoot and Repair SCO Unix ServersEvaluated Field Engineers, recommended salary increases and bonuses