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Kayla  King

309 McAdams Drive Raleigh, NC 27001

Phone (919) 816-9876 E-mail: kayla.king@gmail.com

Executive Summary

I am an IT professional with 10+ years of experience in managing and maintaining multiple systems in varied environments as well as a proven leader in technical and non-technical team environments with technical expertise in Microsoft Exchange. I have excellent “soft” skills including business process awareness, inter-department communication, and customer service, obtained by working on critical issues and with teammates located globally and domestically.

Professional Experience

September 2011 – Present           IBM                                                           RTP, NC Test Engineer [Server Technology Group/Blade Storage Options] §  Resolved Warranty, TEA and SEP customer problems via telephone, the web or Autosupport. §  Completed test plans in a timely manner and followed up directly with the development group with recommendations and action plans. §  Escalated cases to other more senior Test Engineers and/or QA Engineers when the problem is too complex or falls out of specific area of expertise. §  Performed updates from Data ONTAP 7G/7GX to IBM N Series and tested working environment. §  Liaised with development group and software engineers to bug  track and implement bug fixes in firmware. §  Collaborated with other Test Engineers who may need assistance working a case. §  Participated in technical communications within the QA/Test group to share best practices and learn about new technologies and complimentary storage applications. §  Ensured that connectivity was maintained between the SAN fabric and VTL's using an FCoE backbone. §  Monitored and maintained UNIX server uptimes §  Ensured that backups completed successfully and completely. §  Maintained CentOS servers remotely TELNET and puTTy. 05/2010 – 2/2011           Ateb, Inc.                                                         Raleigh, NC Level II Technical Support Analyst §  Resolved Warranty, TEA and SEP customer problems via telephone, the web or Autosupport. §  Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans. §  Escalated cases to other more senior TSE and/or EEs when the problem is too complex or falls out of specific area of expertise. §  Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues. §  Created new knowledgebase articles to capture information for reuse. §  Collaborated with other TSEs who may need assistance working a case. §  Participated in technical communications within the TSE team to share best practices and learn about new technologies and complimentary storage applications. §  Focused on an area of technical specialization and attend classes, complete lab projects, read and work with other TSEs on cases which will help cultivate that expertise. §  Monitored and maintained UNIX server uptimes §  Ensured that backups completed successfully and completely. §  Maintained CentOS servers remotely TELNET and putty.. February 2008 - July 2008                       QlikTech Inc.                      Raleigh, NC Technical Support Engineer Essential Duties and Responsibilities: Oversaw and/or resolved customers’ problems in the areas of systems configuration/setup, product functionality and bugs/enhancements. Managed SAN and storage groups through Data ONTAP 7 Resolved remote issues in a multiple flavor UNIX environment. Ensured problems were referred, as needed, to the appropriate personnel/service areas for follow-up, testing and troubleshooting. Acted as a primary liaison between customers and company for product problem resolution. Assisted remote customers with QlikView and MSSQL software upgrades Provided remote assistance to customers using WebEx and puTTY. Alert 2nd level support when wide spread problems occur. Corrected connectivity issues between Qliktech update servers and customer data servers over TCP/IP. Examined MSSQL scripts and QlikView Enterprise and Publisher scripts for errors. Reviewed and corrected faulty AJAX applications and MS IIS 6.0/7.0 issues. Supported underlying Windows200/XP/Vista platforms to ensure product functionality using WSH and Powershell. Troubleshot EMC Legato Networker and NetAPP Filer issues. February 2003 - January 2008        GFI Software Inc.                         Raleigh, NC Supervisor, Technical Support Essential Duties and Responsibilities: Scheduled staff to adequately handle call volume on any given product at any point in time Supervised personnel activities of staff (i.e.; trains, appraises, motivates, etc.) Supervised technical support functional activities for all products and contribute to overall service Oversaw and/or resolved customers’ problems in the areas of systems configuration/setup, product functionality and bugs/enhancements Ensured problems were referred, as needed, to the appropriate personnel/service areas for follow-up, testing and troubleshooting Acted as a primary liaison between customers and company for product problem resolution Promoted and maintained a high quality, professional, service-oriented company image among users Provided input into performance appraisal of assigned staff 3rd  Level Technical Support in Critical situation Analyze Metric Reports and graphs Conduct department meetings as determined by 1st Line Management Interviewed and hired new applicants n  Create new knowledgebase articles to capture information for reuse. n  Provided remote assistance using GoToMeeting, GoToWebinar and Citrix. n  Lotus Notes and Exchange mail systems Subject Matter Expert. n  User account maintenance using Enterprise Administrator and ELVIS Infosource. n  Handle close loop process for supported accounts and track open/closed problem records. n  Alert 2nd level support when wide spread problems occur. June 2001 – December 2002    Tech Resource Group Inc.                Raleigh, NC GlaxoSmithKline -  Level II Help Desk Technician Essential Duties and Responsibilities: n  2nd Level problem research. n  Escalation point for SB Heritage and GW Heritage support teams n  Resolved Remoteware/SFA/GW Online connectivity issues. n  Provided remote assistance using pcAnywhere. n  Created solutions with Knowlix Frontline Author. n  Designed and led new hire connectivity and email systems training n  Lotus Notes and Exchange subject matter expert. n  User account maintenance using Enterprise Administrator and ELVIS Infosource on Solaris 10 platform n  Hardware repair: Dell C500/600 Series desktops and laptops, Compaq 6400 Series desktops and laptops n   Installed and troubleshooting of LAN devices (Cisco 2400/2500 series routers, Cisco 4000/5000 series Catalyst switches and hubs)       May 2000 – June 2001       Tech Resource Group Inc.                        Raleigh, NC SmithKlineBeecham–GlaxoWellcome  Help Desk Transition Team Lead Essential Duties and Responsibilities: n  2nd Level problem research n  SFA integration between SB Heritage and FSS teams n  Resolved Remoteware connectivity issues n  Migrated users from Powerline to Passport n  Call recording using Vantive and Remedy n  Supported domain migration from WindowsNT to Windows 2000 n  Territorial alignment database maintenance n  Technically led a team of 18 peers

Technical Skills Summary	OS:            Windows (NT, 2000, 2003)                   Sun Solaris                   CentOS                   Sun Solaris Hardware: Cisco 2400/2500 series routers                   Cisco 4000/5000 series Catalyst switches                   Dell C500/600 Series desktops and laptops                   Compaq 3200 Series desktops and laptops Software:   LDIFDE                   Microsoft SharePoint Server                   Microsoft Live Communication Server                   Microsoft Exchange                   Citrix GoToMeeting                   Citrix Application Gateway                   MetaEdit                   Backup Exec 11/12                   FilerView                   Data ONTAP 7                   VMWare Workstation\ESX\Server\Fusion
Education	ECPI Technical Institute                                    Raleigh, NC Associate of Science
Certifications	Microsoft Certified Professional  #2006224

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