User:Dafydd
From GSLUG
David Barr
Port Orchard, WA 98366-0697
206 718 4511 (cell)
dafydd@dafydd.com
Contents |
Career Summary
Senior Technical Support Engineer familiar with handling difficult cases and customers. Over ten years experience in technical support and system administration of several hardware architectures, operating systems, and network infrastructures. Skilled troubleshooter, capable of black and grey box testing and bug management.
Technical Skills
- 20 years of customer service. Over 10 years of system administration and technical support.
- Intel/AMD, Apple, SGI, Sun, and Hewlett-Packard architecture.
- Unix/Linux/OSX style and Windows operating systems.
- Network hardware and infrastructure, TCP/IP, routing, and the OSI model.
- Customer support & advocacy, and customer case management.
- Black and grey box testing, test case documentation, bug authoring, and bug management.
History
Attachmate Corp., Seattle, WA (Emulation and mainframe integration software manufacturer.)
- Technical Support Engineer, March 18, 2007, to April 16, 2009
- Supported legacy and current Integration software products.
- Built relationships with customers, referring opportunities back to the Sales organization.
- Documented software bugs based on field issues. Development used these bugs to improve product quality.
- Assisted with the development of a new technical research database, speeding TSE research into technical problems.
Silicon Graphics, Inc. (SGI), Mountain View, CA (Computer hardware and software manufacturer.)
- Technical Support Engineer III, November, 2001, to April, 2003
- Technical Support Engineer II, June, 1998, to November, 2001 (Robert Half, Inc.)
- Resolved customer hardware and software problems, ensuring maximum uptime of customer systems.
- Helped customers resolve system crashes, configure system & network services, and install SGI software products, speeding their time to operation.
- Helped build the initial data set in a new Primus database, allowing TSEs to more quickly respond to customer issues.
- Documented software bugs based on situations brought by customers.
Simplex Solutions, Inc., Sunnyvale, CA (Silicon chip verification and simulation software.)
- System Administrator, March, 1997, to April, 1998
- Managed over 100 systems as the sole full-time system administrator.
- Ensured that the network and all systems were running and available for the development and sales teams at a small, start-up company.
- Designed, assembled, and tested a Wide Area Network connection to the company's Texas field office, expanding capability there.
- Designed and developed disaster contingency plans, to help ensure company viability following a major event.
Education
- University of California, Davis
- BA, Economics
- Mission College, Santa Clara, CA
- AS, Fire Science
Volunteering
- Volunteer Firefighter/EMT, South Kitsap (County) Fire and Rescue
