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• Currently working in lab supporting 180 physical machines and 190 ESX-Virtual machines
• Supports customers using version controlled software called ClearCase, with modules, also called, MultiSite, ClearMake, and UCM.
•CA, Inc. (CA) acquired Concord
Communications, Inc., on June 7, 2005.
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SOFIA
KEENE
309 Vine Street
Reading, MA 01001
(978) 609-9876
Email:
sofia.keene@comcast.net
sofia@comcast.net
A Technical Support
Engineer with well rounded skills supporting product development and users on
peripherals and software Application for mid-range to mainframe computers.
Professional demeanor and technically adept in hardware and software across
multiple platforms. Diverse expertise includes: pre-sales support, installation,
troubleshooting, product customization, training, customer support, development
support and quality assurance. Goes the extra mile to research problems, to
follow through with customer problems and in development support.
Operating
Systems: UNIX
(AIX, HPUX, IRIX, LINUX, Sun Solaris, ULTRIX, BSD, SVR4), NetWare, WindowsXP,
Windows2003, and Windows Vista
Computer
Systems: IBM,
HP, SGI, DG, DIGITAL, AS/400 and PC environments
LANS:
Ethernet, IBM/SNA, and Token ring
Protocols:
Novell NetWare: IPX/SPX, NCP, a subset of NDS, RIP, SAP, and COMCHECK
Apple Ethertalk
TCP/IP: LPD, FTP, Reverse Telnet, PROS, BOOTP, ARP, ICMP, IP, RARP,
TCP, Telnet, TFTP, UDP and SNMP-MIB II, RMON and RMON2
Printer
Languages:
HPCL, PPDS, and Postscript
Modems:
Codex, RACAL, GDC, and MICOM/MUXS
Software ticketing system used: Siebel, Remedy, IBM ClearQuest, and
Vantive,
Insight Global – Burlington, MA November 28, 2010 - present
(Part time contract/temp -
project-jobs, an a three week project-job back in November at Philips Medical
in Andover, after that, one or two days projects, now and then, until Feb 28 to
present on project for three and half months, at Pfizer in Andover – June 10,
2011)
IBM/Rational Software,
Lexington, MA November
1999 to February 24, 2009
Res Lab
Services: part of the IT group: June
2008 to February 24, 2009
• Maintained sureties patches,
APARs/OS patches and service call ticIBM/Lab Services
• Currently working in lab supporting 180 physical machines and 190 ESX-Virtual machines
Server support for lab services group
supporting 370 machines all running different hardware
configurations and OS levels Unix,
Linux and Windows
• IBM/Rational
Unix /Linux 24/7 supporting 1800 employees ,installation and configure Red Hat ,RHES RHE
Unix /Linux 24/7 supporting 1800 employees ,installation and configure Red Hat ,RHES RHE
,RHAS and ,Suse Linux ,Solaris 10, 9,
8, and 7, HPUX, AIX, Windows NT,2000,2000 Server,2003 Server,
XP Pro and Vista' systems
to work in a development environment. Configure networking,
sharing, LDAP accounts ,disk access
,VNC, Samba Patching and security compliance as well
as daily troubleshooting of systems
and networking associated with desktop workstations and
servers . (Owning 120 machines in (eamt)
/
to keep compliant in a lab services group.)
• Work closely with compliance team,
to keep the machines isolated, in a controlled, secured,
labs, environment,
• Used
ClearQuest (IBM data base software) as a ticketing system database, to fix
issues/problems that engineers, that would submit to the IT/ Res Lab
ServicesTeam! (all Servers in the Labs, and not desktops!)
TECHNICAL SUPPORT
November 1999 to June 2008
• Supports customers using version controlled software called ClearCase, with modules, also called, MultiSite, ClearMake, and UCM.
• Resolved customer’s calls into
call center by phone, email, web submit tickets, by answering how to questions,
or what they were doing wrong with trying to use the software, as well as
upgrades, and new installations, as well.
• Sometimes had a reproduce defect(s),
and then submit the defect to engineering as APARs, afterwards.
• Also then write and prepares
technical notes used by customers, on IBM's external web sight, to troubleshoot
software problems that they may run into with using clearcase software, with
FAQ's on usability, that the manual may not cover enough in more
detail, and defects with IBM's APAR#'s, as well.
• Also, mentored and trained, new
hires as well, on how to install, and support clearcase software.
TECHNICAL
SUPPORT - Concord Communications - Marlboro, MA - 1998 to 1999
• Concord
is a software company that develops, markets and supports a Business Service
Management (BSM)
solution
to enterprise customers, managed service providers and telecommunication
carriers.
• Provided telephone support for eHealth Suite of products, software for
Windows NT and UNIX.
"Concord is a software company that develops, markets
and supports a Business Service Management
(BSM) solution to enterprise customers, managed service providers and
telecommunication carriers. "
• Knowledgeable in Concord's system performance tool NetHealth for
report generation on: routers, servers,
hubs, and switches.
(The software use SNMP
protocol, to collect data, about the eHealth of switches,
routers, and UNIX and Windows Servers,
with this collection of data, that was stored,
in a Ingres data
base, to monitor memory, disk space, an also, application software on
them, but, these Servers, also had to
have, rmon2 probe software, installed on them,
for, this application software, data,
to be able to collected, by eHealth Software)
• On some issues, it required, by tech support team, to use SQL, to
resolve or check on,
data base
questions, about the data, being correctly stored, in there)
• Supported installations and existing installed systems in
troubleshooting technical problems.
• Worked with the engineering department for problem resolution and new
feature design.
TECHNICAL CONSULTANT/IT /Technical
Support Robert Half International - 1997 to 1998
Sequoia,
Inc. - Marlboro, MA - Phone support for UNIX.
Hughes
Aircraft - Lexington, MA - UNIX administration.
Parametrics,
Inc. - Waltham, MA - UNIX workstation support.
Clariion,
Inc. - Southboro, MA - UNIX phone support and Windows NT platforms for RAID
storage devices.
SR.
TECHNICAL SUPPORT SPECIALIST - Netsilicon Inc, previous called Digital
Products, in Waltham, MA - back in, 1995 to 1997
DPI
offers, high-speed print servers for various high-speed print servers for
Novell, Apple, Banyan and TCP/IP networks, using, either, Novell, Apple,
Banyan, DEC (LAT), and for UNIX and Windows.oprating sustems, using, TCP/IP
• Provided phone, and email support , for Ethernet and Tokin Ring
print servers in the
UNIX, Windows/NT, Netware,
• Test and reproduce customer reported problems.
SR.
TECHNICAL SUPPORT SPECIALIST - Axis Communications - Danvers, MA - 1990 to 1995
Axis provides print solutions to a complete range of LANS's in the UNIX,
NetWare, IBM mainframe, IBM S/3x, AS/400, Mac and PC environments.
• Installation support and product customization to end-users,
distributors, and resellers.
• Emulated product problems in the lab and repaired peripherals when
possible.
(More, information for the 1978 - 1990, can be provided upon request)
EDUCATION:
Solaris 8 System Administration I - Certification by Sun Micro Systems -
2000
UNIX Workstation Administrator (UNIX Level I and II ) - Certification by
Learning Tree International - 1997 & 1998
NOVELL NetWare 3.11 System Manager and Advanced System Manager -
Certification by Application Systems Group in Woburn, MA 1993
SNMP -
1995 and TCP/IP Internet Course, - Certification,
by American Research Group Inc.
GTE
SYLVANIA TECHNICAL SCHOOL - 1978 and RETS Electronic School - 1976/1977
Xerox Data Collection Test - Certificate
of Achievement - October 28, 2010
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