SUMMARY
Thirty plus years of diverse and progressive experience in Information Technology & Software Support working with Fortune 500 companies and partners. Daily exposure to Microsoft Windows operating systems, Virtualization, network, and system level troubleshooting.
Experienced in managing relationships and working in a global team environment with diverse skill sets.
A self-motivated, innovative, hard working person with strong analytical and decision-making skills. Exceptional customer service aptitude.
Operating Systems
Windows Server: 2019, 2016, 2012 R1/R2, 2008 R1/R2,2000 Client: 11, 10, 8.1, 8.0, Vista, XP, 2000, NT 4.0, NT 3.51, NT 3.5, NT 3.1, Windows 3.11, Novell, Linux/Unix knowledge
Cloud
Google Compute Engine, Microsoft Azure (Windows Virtual Desktop, Azure Identity, Azure Directory Services), some Amazon Web Services
Tools
Network Monitor, Wireshark, Fiddler Debug Proxy, HTTP Watch, Windows User/Kernel Debug Tools, Microsoft XPerf
Integrated Development Environments
Visual Studio, Aptana, Eclipse
Software
Microsoft Hyper-V, Microsoft SQL Server (2008 - 2019), Internet Information Server, Spiceworks, Point of Rental Software, DUO Mobile, Salesforce, Google G Suite, LastPass, Let's Encrypt, Microsoft Office, Microsoft SharePoint, VMware, MySQL, SQLite, Joomla CMS, XAMPP, Apache, Chrome, Internet Explorer, Firefox, Safari, Opera
Protocols
TCP/IP, IPX/SPX (NetBIOS, HTTP, SSL, Kerberos, DAV, SMB)
Languages
PowerShell, PHP, .NET. HTML, JavaScript, ASP.NET, C#, PERL, C, C++
Experience/Knowledge
Microsoft Remote Desktop Services, Windows Group Policy, Windows Active Directory, SonicWall Routers, CloudFlare, Dell R and T Series Servers, RingCentral
EXPERIENCE
Director of Information Technology
November 2013 - August 2023 - (9 Years 8 Months) | Grand Prairie, Texas
The best Rental Management Software worldwide
- Provide long term leadership, vision, management, and professional development to the Information Technology department to ensure the continued success of Point of Rental Software.
- Foster and encourage collaboration between the Information Technology Department and Point of Rental Software Support.
- Provide technical support and knowledge transfer to the Information Technology team, other organizational units, and Point-of-Rental Software customers.
- Research and Development of emerging technologies to benefit Point of Rental Software and our customers.
- Assist other teams and organizations as needed to meet goals, projects, or tasks which benefit the overall business and customers.
- Encourage interpersonal and technical growth of team members through servant leadership.
- Manage customer-facing call center business to support company products.
- Manage internal Information Technology services and needs.
- People Manager and Mentor.
Senior Escalation Engineer (CPR) - Windows & Internet Explorer
August 2002 – March 2013 - (10 Years 7 Months) | Irving, TX
- Represented Microsoft and communicated with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and managed relationships with those customers. Frequently, these problems were not only technically complex but were politically charged situations requiring the highest level of customer skills.
- Solved a highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; which included support of additional product lines.
- Used trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; in some instances involved writing code.
- Acquired & coordinated resources from other groups as needed to resolve customer issues.
- Key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues affecting Microsoft’s corporate clients.
- Managed hot issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Acted as technical lead, mentor, and role model on a team of engineers; provided direction to others, reviewed solutions and articles, etc. Mentored new escalation engineers.
- Developed and delivered technical training to other engineers.
- Maintained a strong working knowledge of pre-release products and took ownership for product improvement in key product areas.
- Reported software bugs and customer suggestions to the product group.
- Technical writing for the Microsoft knowledge base.
- Assisted with the selection of new team members.
- Acted as the technical focal point in cooperative relationships with other companies.
System Architect and Web Developer
August 2006 – April 2012 - (5 years 9 months) | Lewisville, TX
Consultant as needed with a focus on System Design, MySQL, PHP, IIS, Windows, and VMware
- Custom built all servers
- Managed day to day operations of the equipment, operating systems, and virtualized environments.
- Developed a variety of PHP based solutions using the MVC model for use with Joomla CMS.
- Managed a MySQL environment capable of processing 2 million transactions per day.
- Implemented a variety of cost-saving procedures to increase profits and productivity.
Debug Engineer - Windows
December 1997 – August 2002 - (4 years 9 months) | Irving, TX
- Kernel and User Mode debug work for support engineering related to all aspects of the Windows Operating System and Exchange resulting in 3rd party and Microsoft product hotfixes.
- Experience with Alpha, x86, x64, and Itanium platforms.
- Co-Editor and Trainer of the Windows Debug training course used to introduce the basics of kernel debugging and the x86 architecture.
- Co-Developer of the Microsoft Product Support Reports (aka MPS Reports) data collector which automated data collection points of a systems configuration, file versions, and other various elements important to a Microsoft Debug Engineer. Hundreds of Microsoft support professional used the data collector. The framework was utilized by companies such a Dell, HP, EMC, and others by their support organizations to support their customers.
Technical Lead - Windows
August 1996 – December 1997 - (1 year 5 months) | Irving, TX
- Technical mentor and trainer for a team of 15 Microsoft Windows Setup and Deployment support professionals.
- Windows NT Deployment Specialist, working with a variety of Fortune 500 companies.
- Wrote the Microsoft Windows Workstation Deployment whitepaper used by thousands of companies to move from Windows 9x products to a Windows NT based environment.
Support Engineer - Windows
December 1994 – August 1996 (1 year 9 months)|Irving, TX
- Microsoft Windows generalist support engineer, Corporate Network Support.
- Products: Lan Manager, SNA Server, SMS, SQL, Windows NT, Windows For Workgroups, and 3rd party operating systems such as Novell Netware
- Represented Microsoft at TechEd in Los Angeles, CA
Field Engineer and Sales Associate
Computer Specialist Inc.
August 1993 – December 1994 - (1 year 5 months) | Dover, DE
- Design and installation of ETHERNET and ARCNET topologies.
- Novell NOS versions 2.15 - 4.02 installation, configuration, and administration.
- IPX/SPX, TCPIP, NETBEUI, for DOS and Windows.
- Network applications configuration, maintenance, and distribution for DOS and Windows.
- Peer to Peer networking with Windows For Workgroups and Lantastic.
- Microsoft LAN Manager for DOS and Windows in conjunction with SCO UNIX.
- Warranty repair Field Engineer through Idea Servcom for most major PC manufacturers.
- Component repair of Okidata, Epson, NEC, Panasonic, and Hewlett Packard printers.
- Purchasing, resale, and consulting experience in computer-related disciplines.
Help Desk and Network Support Engineer
April 1992 – August 1993 - (1 year 5 months) | Dover, DE
- Design and installation of ETHERNET and ARCNET topologies.
- Novell NOS versions 2.15 - 3.12 installation, configuration, and administration.
- IPX/SPX, TCPIP, NETBEUI, for DOS and Windows.
- Network applications configuration, maintenance, and distribution for DOS and Windows.
- Cabletron Open View for Windows
- Configuration and installation experience for Multimedia and desktop imaging systems.
Fixed Station Technical Controller - 32D
February 1986 – May 1992 (6 years 4 months)|Fort Dix, NJ, Fort Gordon GA, Fort Detrick, MD, Soul, Korea, Fort Ritchie, MD
- Fault isolation of digital and analog circuitry to include cryptographic equipment.
- Circuit Multiplexing equipment, Wire Frame Distribution, Analog Telephone Equipment, QA Testing Equipment.
- Clipper and dBase application development.
- Informix database and application development.
- SCO Xenix and AT&T Unix Administration
HONORS & AWARDS
Army Achievement Medal - United States Army
Army Accommodation Medal - United States Army
Microsoft Circle of Excellence - Microsoft
EPIC Award - Point of Rental Sofware
EDUCATION
Delaware Technical and Community College-Terry - 1992 – 1994
Associates in Applied Science Computer Engineering Technology
US Army Signal School, Fort Gordon, GA - 1986 – 1986
Diploma, Station Technical Controller Course - 32D