Avaya Communication Redmond, Washington

Using terminal emulation software and RAS access dial into customer's UNIX based predictive dialer to diagnose and troubleshoot Issues with configuration and also upgrade User access from old dial back platform to newer Cisco dial-back router. Continue diagnosing and repairing Issues with graphical based interface, through windows95 or NT, for working with records and jobs on the UNIX system.

Customer Support Engineer (Red Team) July 2000 – November 2000

Avaya Communication Redmond, Washington

Use Vlterm to dial into customer’s systems to repair their UNIX based predictive dialer system. Use Vantive case tracking software to create and update casework for assigned customers. Use Unix commands to edit configuration files for new area codes, reset hung processes and reboot/shutdown remote systems, troubleshoot dialer issues such as no calls being made or calling out of guard time. Used PCAnywhere to control the Administrator’s Campaign Director Workstations to troubleshoot issues with Producer or Crystal Reports

Customer Support Engineer (frontline) April 2000 – July 2000

Lucent Technologies Redmond, Washington

Use Vlterm to dial into customer’s systems to repair their UNIX based predictive dialer system. Use Vantive case tracking software to create and update casework for different Teams. Use Unix commands to edit configuration files for new area codes, reset hung processes and reboot/shutdown remote systems.

Customer Support Representative September 1999 – March 2000

International Insurance Administrative Associates Tacoma, Washington

Answer phones and trouble shoot customer’s system. Answered inquiries concerning Windows 98, Office 2000, Works Suite 99 and 2000, various Microsoft and third party games, Money 99 and 2000 and hardware troubleshooting to determine repair or replacement of parts

Technical Support Technician/Technical Manager June 1998 – July 1999

Small Business Computer Services Harlingen, Texas

Used PC Probe to troubleshoot Customers machines and to determine upgrade necessity. Duties included repairing computers, installing software upgrades, conducting preventative maintenance, answering computer trouble calls, diagnosing and correcting computer problems, constructing customized computer systems, installing and configuring Windows NT 4.0 server and Workstations, install Microsoft Back Office 4.0. Setup TCP/IP on Customers machines for dial-up connection and in house for Proxy connection.

Laboratory Aid January 1997 - December 1997

South Texas Community College McAllen, Texas

Responsible for assisting students in learning computer software and navigating the Internet, answered inquiries concerning Windows 95, Office 97, Netscape 4.0, and taught students to set up e-mail accounts. Responsible for 24-48 workstations

Assistant Technician September 1996 - January 1997

South Texas Community College McAllen, Texas

Set up computer lab, installed cabling and electrical wiring, repaired computers, installed Windows 95 and Office 97 software, made up cables for UTP and coax networks, set up Novell network including client software, network cards and associated hardware. Participated in analysis of teacher workstations to determine upgrade need.

CONTRACT PROJECTS

Technician May 1997 - July 1997

Saber Data McAllen, Texas

One of three technicians contracted to install and configure a 150-computer lab for the Center for Applied Advance Technology (CAAT) of South Texas Community College. Installed NetWare Client, established and oversaw installation procedures for Client 32, set up computers, configured network cards using Intel’s Softset program, created computer inventory for client.

Computer/Network Technician May 1998

PDQ Delivery San Benito, Texas

Contracted to analyze problems with a Windows 95 network; corrected print sharing and Access problems, reestablished network/computer configuration.

Computer/Network Technician April 1998-July 1999

Paul Gonzalez Insurance San Benito, Texas

Set up and installed computer systems and network services between offices; installed scanner and printer software; set up network cards; established a shared resource network structure. Did not work solidly through times mentioned but was on call in case of network or system issue.

Operating Systems

Microsoft: Windows 95/98, Windows NT 4.0 Workstation, DOS 6.2X+

Unix: HP-UX 10.0, FreeBSD 2.0

Linux: Red Hat 6.2, Mandrake 7.0

Education

Self Taught

Mandrake Linux 7.0, Red Hat Linux 6.0, Microsoft Windows NT 4.0, Microsoft Back Office Server, Windows 95/98

Associate of Applied Science - Computer Specialist May 1998

South Texas Community College 3201 West Pecan, McAllen, Texas 78501

C/C++ programming in an academic environment of data structures and classes and simulations.

Network design, installation and administration using Novell NetWare 3.12

Novell CNA Certified - March 1998

High School diploma, with Honors June 1995

Harlingen High School 1201 E. Marshall, Harlingen, Texas 78550

JROTC - Battalion Commander, Company Commander, Student Council - Senior Executive Council Member; El Arroyo Yearbook - staff; The Cardinal Newspaper – staff.

References available upon request.