Experience

LiveAction Software

• United States
• Software Development
• 100 - 200 Employee

• Technical Support Engineer Level II

  • Mar 2020 - Present

  I am a Technical Support Engineer II for LiveAction which is an award winning software designed to simplify network management. Initially developed to aid the US Department of Defense in the operation of its networks, LiveAction features an innovative visual display, real-time big data analytics and deep control of routers and switches for unparalleled network administration. LiveAction accelerates troubleshooting with its QoS control, application-aware, and WAN functionality developed through engineering partnerships with Cisco Systems. Learn more at www.liveaction.com.



ScannX, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Engineer

  • Apr 2019 - Mar 2020

  • Provide technical assistance integrating our Scannx systems and scanners with customer's network environment such as Domain, Workgroups, Active Directory, Security, etc. • Helped with scanner imaging issues • Resolve issues for clients via phone, email or remotely logging into their Scannx systems using TeamViewer remote software • Use the common network tools for troubleshooting network issues such as ping, ipconfig, tracert and netstat • Overseeing, exporting/importing, customizing customer’s configurations in our cloud based portal • Recommend hardware and software improvements • Track customer issues and resolutions using Zendesk • Help customers utilize our cloud based imaging solutions • Testing new software releases for bugs • Create RMA’s using SupportSync once it is determined the product is defective



LiveAction Software

• United States
• Software Development
• 100 - 200 Employee

• Technical Support Specialist

  • Aug 2008 - Oct 2018

  • Supported high end network analysis software and DPI (Deep Packet Inspection) appliances for IT professionals from around the world via emails, phone, chat and web conferencing. • Ticketed customers cases using Oracle NetSuite database • Remotely troubleshooted and fixed problems using WebEx, RDP, Putty, WinSCP, iDRAC and IPMI. • Re-imaged and configured Dell and SuperMicro Servers both Windows and Linux • Worked closely with Quality Assurance, Product Management and Engineering groups on customer issues and then find solutions. • Entered bugs and feature requests in engineering database when issue is reproduced. • Wrote knowledge base items for quick access to recurring issues. • Maintained our products (Omnipeek/Capture Engine) that capture and analyze packets for Wired, Wireless and Virtual Networks on a variety of Operating Systems. • Trained new employees and supported our internal employees with Level 1 IT Desktop Support. • Familiar with the multiple network protocols that our products supported.



Activant Solutions, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Representative Level II

  • Jun 2005 - Aug 2008

  • Supported level II calls for on-line technical support for End to End Point of Sale software and hardware for various lumber yards, hardware stores such as ACE, True Value and more. • Configured proprietary Point of Sale software, computerized cash registers, network printers, wireless encrypted network RF devices for doing inventory and purchases; mostly done in Windows OS environments and sometimes in the UNIX environment. • Remotely troubleshooted and fixed problems using Bomgar and RDP. • Input information in an Oracle database. • Trained new employees.



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Technical Support Representative Level I (Contract Position)

  • Jan 2005 - May 2005

  • Supported automatic data processing for auto body shops’ database software which interfaced with insurance companies. • Remotely troubleshooted customers systems over the phone using PC Anywhere, and over the Internet using a company driven remote software. • Maintained network mapping, rights, firewalls on various Windows Operating Systems. • Utilized Task Manager, DOS utilities and Windows Event Viewer to detect errors, conflicts, programs, viruses or spyware interfering with programs. • Helped customers install software on networks and stand-alone systems. • Input information in an Oracle Database. • Addressed communication issues with Modems, DSL and Cable Broadband.