Technology Support Analyst

Posted on: 2006-11-14

DEAN PERRY 618 Summer Xing Cell: 404-825-4393 Atlanta, GA 30350 Email: [email protected] CAREER OBJECTIVE Experienced computer professional seeks a position as a Technology Support Analyst. CERTIFICATIONS Certified Sun Solaris System Administrator Certified Sun Network System Administrator EDUCATION B.S., Computer Science & Math, Southern University, Baton Rouge, Louisiana, 2000 M.S., Information Technology, Southern Polytechnic State University, Marietta, GA (expected date of graduation – 2007) BACKGROUND SUMMARY Energetic system engineer with strong mathematical skills. Joined Sun Microsystems as a Best of the Best (BoB) recruit and gained specialized expertise in Kernel core analysis, system performance and tuning. TECHNICAL SKILLS Operating Systems: Windows 2000/NT/XP, Unix, Linux, DOS, Solaris, SunOS 4.1.4 Hardware: Macintosh, Gateway, Compaq, Dell, Toshiba Desktops; IBM PC’s and compatibles; Sun Workstations Languages: C, C++, Cobol, Pascal, Assembly, Visual Basic Applications: Microsoft Office Suite, MS Internet Explorer, MS Outlook Express, MS Exchange, Active Directory, Cisco VPN Client, MeetingTime, Blackberry Enterprise Manger, Solstice Adminsuite, OpenWindows, CDE, Lotus Notes, Lotus 1-2-3, Netscape, Clarify, Remedy, Polaris, Rumba (ICOMS), CM Stats and other Debugger tools. PROFESSIONAL EXPERIENCE COX COMMUNICATIONS, Alpharetta, Georgia 2006 – present Helpdesk Coordinator Provided technical telephone support for internal Cox employees nationwide. StaffMark - CONVERGENT , Alpharetta, Georgia 2005-2006 Lead Technical Service Coordinator Supported the daily activities of the Business Television (BTV) Help Desk. Answered inbound client calls and controlled the case management process. Case management process included conducting the appropriate technical troubleshooting; escalating calls to the next level of technical support and dispatching cases as necessary. Maintained knowledge of all the equipment, various configurations and contract requirements utilized within BTV networks. STONE MOUNTAIN HIGH SCHOOL, Stone Mountain, Georgia 2003-2005 Mathematics Teacher Educate students on the concepts of algebra, the structures and principles that govern the manipulation of symbols, and the relevance of mathematics beyond the classroom. COX COMMUNICATIONS, Baton Rouge, Louisiana 2002-2003 Broadband Technical Representative Identified and resolved technical issues involving internet access, email, and web pages for business and residential customers. Handled inbound and outbound telephone calls, email, and personnel requests by using professional and proactive technical support customer service and call control techniques via the AS/400, ICOMS, KANA, Polaris, and Remedy database environments. Assisted and trained fellow representatives on operational commands, multi-part troubleshooting, and various day-to-day operations. SUN MICROSYSTEMS, Broomfield, Colorado 2000-2001 Associate Engineer Worked with engineers in the following Vertical Teams for technical support of Sun Products: Kernel, Unix, Network, Languages, Storage, Systems and Hardware. Worked closely with customers to resolve technical issues with system software. Performed Kernel support for parameter settings, assembly, source code debugging and core file analysis. Worked closely with field support teams on hardware and software fault determination, and on Solaris specific issues. Interfaced and provided technical support to engineers from the following companies to resolve Kernel related issues: Fidelity, MCI, AT&T Broadband, Sprint, Lucent Technologies and Cisco. Worked closely with customers to resolve technical issues with system software. UNITED STATES GEOLOGICAL SURVEY (USGS), Baton Rouge, Louisiana 1998-2000 Assistant System Administrator Installed new Sun, Dell and Micron systems. Upgraded computers to Windows 2000 and Windows NT. Performed Y2K updates and diagnosis. Administered user accounts and performed system backup and recovery. Performed system monitoring, administration, and network troubleshooting. PROFESSIONAL DEVELOPMENT Solaris 2.7 System Admin. I and II Solaris 2.7 Network Administration Solaris Internals Performance and Tuning Core File Analysis Advanced Core File Analysis