Loudcloud/EDS, Sunnyvale, CA November 2001 - Present
Operations Engineer

• Manage and investigate outages, restart down servers and processes, and perform code pushes.
• Update and create tickets, answer customer phone and e-mail queries, investigate server outages, monitor customer devices, escalate issues to responsible engineering personnel.
• Add or remove servers in the customer compartment, assign IP addresses to new servers and server instances, modify application configurations, modify and create DNS entries.
• Train team on new processes and procedures, interview candidates, train and mentor new hires.
• Manage and create customer support documents, assist with changes and implementations to the corporate intranet.
• Helped to create and staff a help desk for an external customer and integrate its support functions into the Operation Center.

Acuson — Mountain View, CA, September 1999 - June 2001
Customer Service Engineer

• Set up and installed proprietary equipment and software at customer sites.
• Provided remote troubleshooting of networks, network devices, configuration of net-modems, and setup of software.
• Diagnosed and corrected problems with proprietary applications on Macintosh, Sun, and Windows NT workstations and servers.
• Created web pages and Perl scripts to train other team members on products and provide customer site information.
• Maintained IIS web server for web-based access to customer data.
• Created SQL queries to add, locate, and repair database entries for customer databases.
• Updated and maintained Access database of customer issues and resolutions to problems.
• Interviewed prospective candidates.
• Trained and mentored new hires.

T. Rowe Price — Baltimore, MD, September 1998 - August 1999
Senior Technical Helpdesk Representative, Shift Supervisor

• Lead web development team for external customer site.
• Developed cross-platform HTML and JavaScript templates and formatted web page content for the web development team.
• Designed and implemented web graphics.
• Provided Tier Three technical support to external customers and served as escalation point for first and second level help-desk personnel.
• Developed and followed test plans for full regression and usability testing for external web site.
• Developed Silk scripts for testing external web pages and applications.
• Supervised night shift personnel.
• Designed Excel templates for employees and assisted management in developing executive presentations.

Apple Computer Inc. — Austin, TX June 1997 - August 1998, July 1995 - May 1996
Escalation Support (Applications/Servers), Technical Support Representative, Call Director

• Created web pages for Intranet and developed training presentations for staff and management on multi-lingual tools.
• Acquired extensive experience with Intranet and Internet services, including setting up web servers and configuring DNS applications.
• Provided Tier Two technical support on a diverse range of Apple hardware and software, specializing in network and language-related issues.
• Researched complex customer issues and developed training materials for other team members.
• Designed several time saving mark-up tools to facilitate directing of calls and troubleshooting of technical problems.
• Trained new hires.

golf.com LLC — Austin, TX September 1996 - June 1997
Web Designer

• Created a web site that allowed users to input their data and store it in a database for comparative analysis using CGI and Perl.
• Created a password-protected HTML user interface to allow customers to display stored data, including dynamically-generated graphs.
• Provided remote troubleshooting of computer and network problems.
• Developed Excel macros.

Motorola Corporation — Austin, TX August 1991 - July 1995
Production Specialist, Computer Support Clerk, Test Operator

• Project Lead for the 5S organizational program.
• Maintained testing equipment and interfaced with Sun workstations.
• Designed and maintained macros in Excel.
• Generated charts and graphs illustrating up-time and performance for our test equipment.
• Created presentations for management and interfacing between UNIX and Macintosh systems.
• Trained and mentored new hires.