Jim Dow

Experience

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  Bell Aliant

  Jan 2003 - Jan 2015

  Technical Consultant

  Extensive use of BMC Remedy for problem tracking and resolutionExtensive use of NSM, ArcSight, ZenOSS and similar products for problem tracking, logging and analysisExpertise with Nortel and Juniper VPN and firewall solutions - SSG (Netscreen) and SRX (Junos)Managing and troubleshooting customer networks and firewallsManaging Juniper SSL VPN (Netscreen SA-6500 and MAG6611/MAG2600 appliances) for external customers and corporate usersSupporting the following Entrust products within the organization for both corporate users and customers purchasing solutions using Entrust Digital Certificate technology for security: Entrust Security Manager, Entrust Security Manager Administrator, Entrust Administration Services, Entrust Auto Enrollment Server, Entrust Authority Enrollment Services for Web, Entrust Entellignce Security Provider for WindowsEngaging in network design and implementationEngaging customers directly to assist with issues and propose solutionsInteraction with other teams to resolve complex customer problemsExperience with working in a strong team and service-driven environmentKnowledge of corporate antivirus solutions and their deployment (e.g McAfee EPO)Knowledge of Windows desktop and server productsKnowledge of Active Directory and Windows DomainsKnowledge of backup solutions and virtualizationKnowledge of network protocol functionality (e.g. DNS, DHCP, etc.)Basic hands-on skill/familiarity with Unix, Linux, Solaris and Mac OS XHands-on experience with desktop, server and firewall hardwareWriting instructional and technical documentation and designing processesParticipating in projects and in the design of products and services supported by my former team Daha az göster

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  Syntact Consulting

  Jan 2016 - Jan 2016

  Technical Consultant (Contractor)

  Administering Windows Active DirectoryProviding end user support for a variety of desktop applications and hardware issuesConfiguring, setting up and managing desktop systemsProviding support for connectivity/networking issues for end usersProviding support for remote connectivity issues (VPN) for end usersTesting disaster recovery systems and updating documentationDocumenting all user-reported issues thoroughly via ticketing/reporting systems and, if necessary, updating existing support documentation Daha az göster

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  Xerox

  Jan 2017 - Mar 2019

  Technical Analyst (Contractor)

  Providing detailed technical assistance to companies using midrange Xerox printing solutionsDiagnosing problems with network connectivity and resolving themDiagnosing issues with printing solution software and/or hardware and resolving themProviding excellent customer service in a professional environmentDocumenting all solutions to customer troubles via ticketing and tracking systemsIf necessary, updating existing documentation to reflect new information discovered in the course of troubleshootingEscalating to and working with the Discovery team and Engineering support Daha az göster

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  Innovatia

  May 2019 - now

  Hired as a contractor to provide mid-level customer support for Mitel SIP-based voice over IP (VoIP) solutions running via cloud computing technology.Providing technical assistance to companies and government organizations using Mitel Cloud VoIP solutionsDiagnosing issues with network connectivity and VoIP quality, including analysis of network captures using Wireshark and log analysis from Mitel VoIP management devicesWorking with Mitel TAC Tier 2 support to escalate customer problems and platform and/or software bugs for engineering resolutionDocumenting all solutions to customer troubles using Salesforce ticketing and tracking systems and updated both customer-facing and internal only support documentation if required Daha az göster

  • Senior Technical Support Engineer

    Jan 2021 - now

  • Technical Support Specialist

    May 2019 - now