Software Support Engineer IPcelerate, Inc, //
Provided client and partner support with technical issue resolution of application software via phone,
email, and remote access technologies. Installed and configured company software onto client Win
Server / servers. Provided client training on application operation and use. Using
Wireshark, log review, and other tools, identified, corrected, or advised clients about corrections to
their VoIP network or Cisco CUCM to allow software to properly operate. Performed root cause
analysis of issues, worked on special projects, prepared test cases for new product development, and
provided feedback to improve products. Documented client issues using ticket tracking tools.
Level II Deskside Engineer CompuCom, // Galaxy Systems, / Six B
Administered MS Windows client computers. Installed and upgraded Windows operating systems,
software packages, and Blackberry devices. Troubleshot PC and network issues. Installed and
configured PC wireless clients and maintained wireless network. Responded to user needs and
questions in person; remotely by phone, email, and NetMeeting; and by answering Clarify help tickets.
Performed PC preventative maintenance and removed viruses/spyware. Saved time and money by
starting and maintaining an online knowledgebase to facilitate quick resolution to reoccurring issues.
Documented findings and made reports as needed.
Lab Support Technician
Texas Instruments, //
Supported ADSL modems by executing software quality tests on productionlevel Windows drivers,
uncovering and resolving problems that were often overlooked. Performed root cause analysis of
issues, documented, and presented solutions to those issues. Reviewed various ADSL driver, web, and