Experience

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  Wicat / jostens learning

  Aug 1992 - Jul 1996

  Product support technician

  Provided upper level system support for the educational market, K-12. Duties includedworking directly with customers, both telephone and on-site. Assisted customer and product support technicians with more in-depth software problems. Recorded individual incidents history within computerized call-tracking system.File Server installation and Maintenance - Novell 2.x, 3.x and 4.x.Provided technical training to other technicians.Worked with Beta development of new products and services.Worked with developers to track, isolate and correct program defects.Earned NetWare 3.x CNE Show less

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  Folio

  Sept 1996 - Feb 1998

  Product support technician

  Support of Folio Software, a Database Contact Management System for the Storage of DocumentationSupport of End Users, Business Accounts and Corporate UsersAssisted Customers with Information Storage, Indexing/Retrieval and Installation of Software

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  Novell

  Apr 1998 - Sept 2000

  Technical support engineer

  Provided Premium Technical Support for Corporate Accounts and High End Users Product Knowledge and Support of Microsoft NT/2000 integration softwareSupport for Network Printing via both NDPS and Queue basedTCP/IP and IPX Communication Troubleshooting and Resolution of Reported Product Defects to Engineering, Replicated Customer Issues, Wrote Technical Documentation Strong Customer Service Skills – Consistently exceeding customer expectations and quality

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  Sento

  Oct 2000 - Dec 2003

  Technical support engineer

  Novell Technical Support EngineerInstall, Setup and Troubleshoot Novell NetWare, Windows 2000/NT NetworksTroubleshooting and Resolving issues with Novell Servers and Microsoft DesktopsNetwork Administration of NetWare 6, Windows 2000, and LinuxTesting of Compatibility of NetWare, Windows 98, Windows NT, 2000 and XPStrong Customer Service Skills – Consistently exceeding customer expectations and qualityWork with Novell Developers and Software Engineers to troubleshoot, debug, and resolve issues Show less

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  Symantec

  Jun 2004 - Sept 2013

  Sr. support engineer

  Advanced Technical Team LeadDiagnosing and resolving difficulties with the installation and maintenance of the Symantec Notification Server Platform which includes the Symantec Management Platform, SQL, Network Protocols, .Net Framework and Windows Operating Systems. Creating Knowledgebase information documents, Documenting Defects, Training newly hired technicians and Assisting technicians supporting the Notification Server products in regards to technical and procedural information. Working with Backline Technicians and Sustained Engineers with problem resolution and prevention. Creating and maintaining work schedule for Level1 technicians, Organizing biweekly internal training for the technical support, Creating a certification list for internal technicians for Altiris, Show less

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  Medicity\health catalyst

  Sept 2013 - now

  Implementation engineer

  Create and deploy HIE packages. Deployments include Html, SQL, Powershell, TCPIP, Telnet, Netstat, HL7 and working with Integration, R&D, Quality Assurance, Project and Product Managers.