At Symantec I was a Knowledge Engineer. Symantec's new CEO had 4 company initiatives. One of them was to improve the customer service platform. Our team was hand picked to deploy Knowledge Centered Services (KCS) globally.
In this role, our team developed a certification program for the KCS deployment vehicle. Our job was to improve our self-service model. To do this we had to clean up the data base, restructure the processes, and convert a culture of knowledge hoarders into knowledge sharers. We increased composite scores by 66% representing a better self-service experience. My specific role was KCS Coach Lead. I learned from and promoted the success of 150+ dotted line technicians globally.
I worked at Strata Networks as a Wireless CO Technician. From our central office, we monitored 350+ cellular towers. I was responsible for the buildout of 4G networks and connecting those cellular towers to our network.
In this role, I worked on everything from the physical layer of a cellular tower to the transport layer that makes the towers communicate. We expanded our cellular network by 50+ towers and expanded the switch to support future 5G technology.
I was a Systems Administrator and Project Manager for just over a year until the company downsized to an online only store and eventually closed. In this role, I standardized and stabilized the company network, server farm, desktop & laptop platforms, and disaster recovery program. I was in charge of all infrastructure procurement.
In this role, I standardized and stabilized the network, server farm, and desktop/laptop platforms across three buildings. When I started, they had a basic Microsoft workgroup setup. I deployed Microsoft Active Directory. We hosted our own email server, web servers, fax server, IP phone server, and disaster recovery program. I configured each platform.
My first project was to hire a Desktop Engineer to deploy a software help desk solution for our customers.
My second project was to convert the corporate network from a public IP address to a 5 x 9's service contract static IP address and put it behind a firewall and corporate router.
I met with management to determine the company hierarchy to help me define my subnets.
My third project was the stabilize, standardize, and virtualize the server farm. I successfully virtualized the server farm reducing the number of servers from 12 to 5 physical servers.
My forth project was to stabilize, standardize, and deploy new desktops and laptops with defined software packages. Each group as defined in the company hierarchy had a defined hardware and software package.
Finally, I implemented a weekly 3-drive rotation between 3 buildings with daily real time backups. I built a storage array for all user data and a snapshot server to store images.
At Dyno Nobel, I was a contractor to facilitate the deployment of new hardware and software across 3 continents in 3 languages.
Using Microsoft deployment tools, our team migrated 2000+ users from old hardware and software to new hardware and software seamlessly.
I was responsible for defining software version control and deploying Microsoft Vista with all the installed software in English, Spanish, and French. I achieved this through the use of virtual machines. I am able to use virtual machines to deploy computer software in any language without having to know the language.
For 10 years I owned and operated Mobile Computer Solutions (MCS). MCS was exactly what it states: computer solutions that were mobile. I came to you to fix any Information Technology problem you had.
I have designed, built, and deployed many storage servers, web servers, corporate network servers, and large RAID arrays. I have designed and deployed many back-up and disaster recovery programs. I have been using virtual technology since it was invented. I am a RAID array expert. I am a Microsoft expert.
I have literally built 1000's of gaming computers, lit custom designs, and fixed 1000's of laptops. I have configured 1000's of home networks and small to medium business networks. I have configured 100's of cellular towers. I have fixed 100's of cell phones. I have worked on every operating system I can think of including Solaris.
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