Justin Burns
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| XXXXXXXXXXXXXXXXX San Diego, CA burns@san.rr.com |
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Experience:January 1998 - XXXXXXXXXXXX Present Supervisor, Technical Support Department Resolve escalated telephone or written inquiries from customers regarding proprietary Internet products and tools. Analyze software and system configurations to identify and diagnose customer reported issues and recommend corrective actions. Design and utilize service metrics and manage call aging. Maintain records of customer contacts to track customer history and report recurring problems to software development group. Support multiple Internet security products and handle complex customer demands. Responsible for leading and mentoring a team of technicians in supporting customer installations, telephone support, and consulting work. Perform remote diagnoses and troubleshooting. Consult with senior team and management to develop and implement team solutions and direction. Support Internet firewalls and web servers. Maintain internal website and update FAQ
and knowledge base. Perform special projects and offsite installations as
necessary. October 1997 - Contigo
Software January 1998 Network Administrator/Technical Support Supervisor Manage team of technicians providing hardware and software technical support for a Java based Internet software package. Set up and maintain Internet servers, company-wide systems and peripherals on Microsoft Windows 95 and NT 4.0 and Linux based systems. Perform quality assurance tests for all new product releases and provide input into product development. Develop and implement backup system for entire network. Perform software installation on Unix systems at Sun Microsystems in San Jose. September 1996 - Talaris
Systems, Inc. October 1997 Technical Support Team Leader Responsible for handling all technical support questions dealing with hardware/software setup of network printers and interface with cross-platform PCs and networks including Novell, Unix, VAX/VMS, Alpha, and Win3.x, 95 and NT. Dispatch and assist field engineers and technical support representatives. Develop and organize procedures for call handling and escalation. Issue RMAs and RCAs for hardware. Maintain Repair database. Support internal network and troubleshoot company computers and peripherals. April 1994 - Blue Cross/National Resource Consultants September 1996 Purchasing Provide computer, peripheral, and office equipment hardware support for 125+ internal customers. Perform daily tasks in a Novell network environment. Purchase and install furniture and office enhancements. Maintain purchase orders and sales contracts. Skills: 5+ years lead and/or supervisory experience in the computer field.
14+ years experience in customer
service dealing with a variety of clientele. Excellent verbal and
written communications skills. Proficient in the use of all versions of
Microsoft’s OS, a vast number of proxy servers and firewalls, TCP/IP and other
network protocols, MS Office, and Macintosh OS. Skilled in HTML design, HTTP,
FTP, SMTP, POP, and various Internet protocols and systems. Strong ability to
diagnose and troubleshoot complex systems level technical configuration issues.
Experience in the use of many flavors of UNIX, including Linux and Solaris.
Working knowledge of VAX/VMS, and Novell
networks. Certification Check
Point Check Point Certified System
Administrator (3.x and 4.x) Check
Point Check Point Certified System
Engineer (3.x and 4.x) Cisco Cisco Routing Configuration Microsoft Networking Essentials Microsoft NT Workstation/Server Oracle Oracle & PL/SQL Administration Sun Solaris Administration Certification Education: San Diego City College, San Diego, California. Associate
Degree in Japanese
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