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DANNA GOETZ
309 Rowell Creek Road, Willamina, OR
(541) 515-9876
danna@hotmail.com
Skills
Network and
Security Support
Exchange and
ADS Administration
Windows
Server Administration
PC desktop
support and hardware/software installation
Microsoft
Windows installation, management, administration, and support
Linux
installation, management, administration, and support
User level
support and customer service
Work
Experience
2005-2009 Symantec
Inc.
2009: Technical Support Engineer, Symantec
Enterprise Vault Team
·
Provided
end user support for Symantec Enterprise Vault archiving software.
·
Provided
support for mailbox, file system and other archiving.
·
Provided
support for migration of PST files into archives.
·
Provided
troubleshooting for various network and server configurations including
Exchange Server, Active Directory and SAN/NAS environments.
·
Provided
support and troubleshooting for SQL as it relates to the product.
·
Provided
support for Windows Server operating systems, primarily Windows 2003 and 2008.
·
Provided
Microsoft Exchange Server support, primarily Exchange 2003 and 2007.
2005-2009: Security Support Specialist, Symantec
Enterprise Firewall Team
·
Provided
end user support for all Symantec Enterprise Firewall products.
·
Gave
first level support of end user trouble issues via phone and email.
·
Performed
network mapping, troubleshooting and analysis of end user systems and networks.
·
Performed
troubleshooting of firewall systems running on Linux, Windows and Solaris
platforms.
·
Authored
documents about the various firewall products and various networking issues for
end users and for other technicians.
·
Performed
analysis of network topology and traffic patterns to isolate problems that were
outside of the supported product area.
·
Provided
user education about the product, and about networking and firewalls in
general.
·
Worked
on several outside projects ranging from remote server and VMWare environments
to Linux high-performance clustering.
2004-2005 TekSystems
Technical
Contractor
·
Systems
upgrade for Oregon State Department of Human Services.
·
Built
and installed new systems running Windows XP.
2000-2003 Integra
Telecom, Inc.
2002
– 2003: Helpdesk Specialist for
Beaverton, Oregon Office
·
Supported
600+ users in a multi-platform, multi-location environment.
·
Covered
first and second level support of user trouble issues via phone, email and
walk-in/deskside help requests.
·
Provided
general hardware and software support of laptop and desktop machines running
Microsoft Windows, ranging from Windows95 to Windows2000/XP and relevant office
and telecommunications based software.
·
Provided
support for networked applications over Citrix Metaframe.
·
Provided
support for systems running Linux, primarily RedHat and Mandrake distributions.
·
Provided
support and maintenance for various laser printers, both color and monochrome,
and numerous inkjet and plotter devices, both local and workgroup.
·
Managed
and supported cell phone distribution and repair for local market users.
·
Assisted
with various additional tasks including building and network security, user
setup, and preventative maintenance on a variety of hardware and software.
2000
– 2002: Remote Desktop Administrator for
Kent, Washington Office
·
Supported
60+ users in a remote office and worked along with corporate IT on a variety of
company-wide issues.
·
Set
up and maintained laptop and desktop machines running various versions of
Microsoft Windows, primarily Windows 2000 and Windows 98.
·
Provided
primary local support of various hardware and software tools, ranging from Microsoft
Windows and Office to web and company specific applications, Blackberry, PalmOS
and Palm based software, and Java (Sun and Microsoft versions.)
·
Served
as the backup server support for the remote site, including ADS and domain
login setup and support. On-Call local
backup for corporate Server and Network groups.
·
Provided
support of local users in company-wide shift from locally run network
applications to versions run over Citrix Metaframe.
·
Assisted
in management of a local server colocation facility, including security setup.
2000: Technical Contractor for Beaverton, Oregon
Office
·
Served
on a small team building Microsoft Windows desktop machines and taking hardware
and software inventory during a period of company growth for Integra
Telecom. Temporary assignment through
Robert Half International; led to permanent hire.
1999-2000 Oregon
Graduate Institute Of Science And Technology
Systems
Administrator/Helpdesk
·
General
desktop and network support in a multi-platform OS and hardware environment
with support for Windows desktop PC's as well as Sun, SGI and NExT
workstations.
·
Assisted
with over-the-network tape backups.
·
Provided
end user support in an educational environment to administrative, professional
and student users.
·
Provided
support for various software packages including Microsoft Outlook, Citrix
Winframe and Adobe Photoshop.
DANNA GOETZ Page
2
1998
- 1999 Volt
Services Group
Technical
Contractor
·
Various
technical support contracts, generally system builds (primarily WindowsNT 4.0)
and general helpdesk support for various companies.
1996
- 1998 800
Support
Support
Technician
·
Provided
telephone based support of customer issues on several support queues, ranging
from desktop computers to several Internet Service Providers.
Education
1993-1996 University of Oregon
Eugene,
Oregon
1992 - 1993 Linn-Benton Community College
Albany,
Oregon
DANNA GOETZ Page
3
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