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Skills and Certifications
- Managing a 20+ person team
- Customer service
- Computer support
- Windows (2000, ME, XP, Vista)
- Solaris support
- Linux (primarily Red Hat)
- web design with CSS, HTML, and PHP
- Technical writing
- Knowledge management
- C++
- Visual Basic
- Java
- Scripting
- PHP
- CSS
- HTML
- Junit and HTTP testing
- Red Hat Enterprise Linux Certified Engeineer (RHCE)
Projects and Code
- This program helps creates graphs and animates graph traversal algorithms
- Released under the GPL
- Written in C, with dOxygen comments
- Worked with Dr. Stallmann to fully document the program
- Added in the functionality to create SVG images from given graphs
- Investigated other functionality, such as file browsing
Senior Design Project at NCSU with AT&T
- This helped automate logging into remote servers by taking usernames and passwords stored in MySQL databases and correctly applying them as needed.
- Worked with a team of three other people to create the program
- Written in Python, with Perl web componants and a MySQL backend
- Created BASH scripts to fully automate the testing enviroment. One script could be run to ensure that the test enviroment was properly set up.
- Created full documentation for all elements fo the project
- Used and iterative model for development
Jobs
TekSystems
Call Assistant for the Student Helpdesk
January 2010 - present
- Application troubleshooting with WebAssign’s homework delivery system
- Windows troubleshooting with XP, Vista, and Windows 7.
- Mac troubleshooting with OSX
- Creation of tickets resulting from phone calls (up to 80/day in addition to web tickets)
- Resolved tickets from web queue (up to 40/day, in addition to calls)
- Researched and reproduced bugs within the system
- Improved documentation on the system
ABriYah
Jr. Systems Administrator
Dec 2008 – April 2009
- Upkeep of Windows, Red Hat, BSD, and CentOS servers
- Extensive use of Cpanel to manage servers, user web accounts
- Creation of an internal knowledgebase, including Standard Operating Procedures
- Management of paperwork, accounts, and other administrative tasks
- Taking support calls via phone and web; swift response times and resolutions
- Audit of web server accounts via bash scripting
Red Hat, Inc
Knowledgebase Master Editor
Jan 2007 – April 2008
- Prioritized and handled the suggestions queue
- Proofread and published up to 20 articles per day
- Organized and ran training
- Worked with other employees to improve article submission, metrics, and reporting
- Provided "severity 1" response times of 30 minutes to critical issues with articles
- Created new processes to streamline the creation and publication of articles
- Worked with diverse teams to assist with the migration of articles from legacy tools
- Created and promoted new reward programs and incentives
- Helped with testing and design of a new knowledge management system
- Sought out and resolved issues with the existing system
Red Hat, Inc
North American Level 1 Team Lead
June 2006 - Jan 2007
- Organized and provided individual and team metrics
- Assisted with process and policy implementation and improvement
- Preformed services as a 'go-between' for front line tech support and the senior engineers, especially in the cases of escalations between the teams.
- Created weekend schedules and managed scheduling for PTO and group events.
- Contact point for India-based night shift supervisor, supplementing the work of the supervisor when needed and being a contact point for the India-based technicians in times of escalation or handover to North America
- Contact point for Sales Engineering team, providing summaries of tickets, list of tickets, and informing the technicians on the tickets of the customer's desires as communicated by the Sales Engineering team
- Contact point for Australia-based department, providing assistance when tickets had to be handed over to North America and informing other managers of potential issues with tickets
- Contact point for Customer Service when they need technical assistance
- Contact point for outside management into the team
- Liaison to the Engineering team, informing them of customer’s desires and projected deadlines for tickets
- Acted as first management escalation point for customer issues
- Presented new projects, progress, and team metrics to upper management
- Participated in conference calls between technicians, vendors, and customers
- Actively participated in performance reviews and produced related documentation
- Interviewed candidates for positions, including phone screens and in-person
- Ran training for new hires and outside customers
Red Hat, Inc
Associate Technical Support Engineer
Jan 2006 - June 2006
- Provided tech support on Red Hat Enterprise Linux and layered products via the phone and web
- Red Hat Enterprise Linux 2.1, 3, 4, 5 as well as limited Fedora support
- Red Hat Satellite, Proxy Server, Cluster Suite, and more
- Monitored public IRC channels for information and customers needing assistance
- Acted as a representative of the company to customers needing assistance
- Wrote articles to fill gaps in the existing Knowledgebase
- Provided assistance to other team members via e-mail, face-to-face, and IRC
- Helped to train new hires
- Contributed to the group intranet, providing documentation and team meeting notes
Red Hat, Inc
Web Team Project Manager
Jan 2006 - June 2006
- Developed project time lines and project plans in conjunction with team and manager
- Ensured prompt production of deliverables
- Worked with various global teams to get all information consolidated
- Acted as the contact point for the L1 Knowledgebase Team, providing proofreading for grammar as well as technical knowledge and formatting articles
- Redesigned the existing website based on usability principals and user-centered design
- Created and distributed a requirements document detailing the issues with the current site and resolutions
Human Resources Information Technology Intern
Cisco Systems, Inc
May 2005 - Jan 2006
- Developed template for internal website with an eye towards user-centered design
- Implemented macros and wrote tie-in programs in the Velocity scripting language
- Converted Microsoft Project Manager templates from the original format into one aligned with the RACI methodology
- Worked on technical documentation for internal Human Resources applications
- Created processes for future interns
- Participated in planning meetings
North Carolina State University (ITECS)
Senior Helpdesk Consultant
Oct 2003 - May 2005
- Trained new helpdesk members
- Designed layout for internal support/training site using usability principals and creating a 'template' for future site redesigns
- Moderated, tested, and updated internal support/training site
- Acted as a go-between for engineers and technicians
- Helped with process documentation
- Handled computer issues via phone, e-mail, and in person for students and faculty within the College of Engineering
- Troubleshooting with applications including AutoCAD, Solidworks, Ansys
- Supported Active Directory Windows 2000 based desktop and group of 150 users
- Provided support for Red Hat Enterprise Linux 3 and 4, Solaris 8, Mac OSX, Windows 2000, Windows XP
- Regularly checked on the status of labs and solved issues with lab machines (Red Hat Enterprise Linux, Solaris 8, Mac OSX, Windows 2000, Windows XP)