Experience

CBORD

• United States
• Software Development
• 300 - 400 Employee

• Tech Support Generalist

  • Mar 2022 - Present

  Remote



Zix

• United States
• Software Development
• 100 - 200 Employee

• Level 3 Technical Support and Threat Analyst

  • Apr 2018 - Apr 2019

  Ann Arbor



Barracuda

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Engineer

  • Jun 2010 - Apr 2018

  Job duties consisted initially of managing a large queue of cases and in a proactive monitoring capacity reaching out to customers with issues via email before they reached to us, I shell scripted this task and automated notifications based on multiple criteria. After my script closed tickets in the upper 300 numbers in one week that role went away, I moved from there to working live issues which typically consisted of identifying an outline of customer problems, connecting into remote unix… Show more Job duties consisted initially of managing a large queue of cases and in a proactive monitoring capacity reaching out to customers with issues via email before they reached to us, I shell scripted this task and automated notifications based on multiple criteria. After my script closed tickets in the upper 300 numbers in one week that role went away, I moved from there to working live issues which typically consisted of identifying an outline of customer problems, connecting into remote unix boxes and performing command line systems administration and troubleshooting to determine at what point the devices where failing. If possible repair those issues and if not not triage the issue and create a bug for our engineering department to alter system code at a later date. After that I advanced to a training roll where I was responsible for introducing new technicians to the team, The majority of these trainees entered with little Unix / Linux specific knowledge and it was an excellent opportunity to find ways of reaching people with many different styles of learning on a topic that was a bit obscure. After working that role for the better part of a year I advanced again on to a team of my own fresh hires which I trained and led through the remainder of my time working first shift, until our company needed someone to cover an absence on our second which I volunteered for. For the most recent segment of my time at Barracuda I worked in an after hours reduced staff capacity, this experience has strengthened both my technical abilities (as it’s necessary to hone skills to resolve issues quickly so a queue didn’t form and outside resources are scarce) and also my interpersonal abilities as escalation points often wouldn’t arrive until morning hours. Show less



Liberty Medical LLC

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Computer Repair Technician

  • May 2007 - Oct 2008

  Salem, Virginia While working this Job I designed and implemented an inventory management database to track assets, and then tagged and populated that database with all of our tech assets. As a byproduct of this not only did the amount of missing hardware drop dramatically but we where also able to easily identify systems that needed more resources / had the wrong speed ram etc. Additional job duties included working helpdesk, supporting software, installation and troubleshooting of hardware, Installation of… Show more While working this Job I designed and implemented an inventory management database to track assets, and then tagged and populated that database with all of our tech assets. As a byproduct of this not only did the amount of missing hardware drop dramatically but we where also able to easily identify systems that needed more resources / had the wrong speed ram etc. Additional job duties included working helpdesk, supporting software, installation and troubleshooting of hardware, Installation of Cisco Backbone Servers, mass software deployment, and integration of Microsoft Vista. Show less



Radford University

• United States
• Higher Education
• 700 & Above Employee

• Computer Repair Technician

  • Aug 2005 - May 2007

  Radford, Virginia Job duties consisted of reformatting and troubleshooting Windows and Macintosh software, along with the building and deployment of images using Altiris and Norton Ghost.