• Quickly promoted to Technical Support Lead within 1.5 months of joining the GlobalSCAPE team. Responsible for:
   
  • Training technical support representatives in the art of effective troubleshooting, the products and their underlying technologies, customer service, company policies and procedures.
     
  • Providing assistance with or took over the task of troubleshooting and solving difficult, high-level, or obscure network and product issues.
     
  • Entering and tracking bugs using standardized internal tools and working with the development teams to track down and realize a final solution.
     
  • Acting as the client's liaison with the development and quality assurance teams as well as the appropriate product managers.
     
  • Maintaining lists of known issues and work-arounds.
     
  • Accepting responsibility for failures of the technical support team and taking appropriate steps to placate frustrated and sometimes irate clients by providing sincere and competent efforts to resolve technical or editorial issues.
     
• As part of an effort to enable a more direct focus on increasing revenue, took on the additional duties of a Sales Engineer. As an integral part of Account Management teams, took on the often daunting task of working closely with and for potential clients to overcome any technical obstacles that stood in the way of using GlobalSCAPE products to provide file transfer and content management solutions.
   
  • Worked with project managers, network administrators and engineers to design solutions appropriate for their needs and network infrastructure, including configuration of staging and production servers, firewalls, proxies, routers, and NAT devices.
     
  • Provided recommendations for server, LAN and WAN specifications.
     
  • Planned out the most effective means of integrating GlobalSCAPE products with existing network and back-end infrastructures as well as workstation and end-user environments.
     
  • Responsible for maintaining a professional, knowledgeable, and competent image through effective service to the client on the behalf of the company.
     
    

• Revamped the small office network, brought in high-speed DSL access from scratch, installed new phone line and all new phones.
   
• Interacted via telephone and written correspondence on a daily basis with both regular customers and VIPs (members of the board, speakers at various conferences, high-level FDA authorities, etc). Prioritized calls, taking the initiative to solve problems, give appropriate information, or handing them off to a higher qualified or better equipped co-worker when necessary. Engaged in constant PR and marketing with every call, every meeting, and every actual conference taking place.
   
• Worked as part of a team, in the often unusual schedules that come with extensive travel, to handle the massive logistics and other preparations necessary to bring about successful conferences in other locations, some with over 300 in attendance.
   

• Used previous experience and skills to benefit clients by solving their computing problems. Interacted heavily with small business and residential customers on a one-to-one basis via face-to-face communication as well as phone and email support.
   
• Covered all areas from low-level system maintenance and troubleshooting to revamping small business networks. Consulted with clients regarding future needs, upgrade paths, and the most cost-effective solution for their specific problems. Worked with Windows95, 98, ME, 2000, and XP, including networking with Windows XP.
   
• Became the only "Field Nerd" in the entire organization and the first ever in San Antonio to be honored with the distinction and promoted to the position of "Professional Nerd".
   

Baptist Health System

• Provided user and technical support for the various hospital and office locations throughout San Antonio in a mixed NT/Novell network. Worked with integrating the two network systems, user accounts, data, and email. Provided support on a number of standard and proprietary software systems, including McAfee's Remote Desktop.

NS Consulting

• In a change of professional pace, worked remotely with a tight group of professional developers to develop an internet communications resource for business professionals, corporations, and small businesses. Developed specifications for and lead the direction and setup of the IRC network and its components. Also assisted in developing the public web site utilizing HTML and ASP.
   

Computer Solutions Windows2000 Migration Specialist

• Participated in multiple on-site rollouts of computer systems and servers, including setup, installation, and troubleshooting everything from failed systems to Kixtart scripts and corporate domain trusts.

Office Depot

• Broadened my experience and skill base by enrolling with the Office Depot Corporation to serve as a Consultative Sales Specialist in Technology, with the responsibility to interact and successfully communicate with business customers to fill their needs by matching the right technology product(s) to their specific needs and budget constraints.

Texas Justice Foundation

• Analyzed networking needs and preferences. Restructured and streamlined existing network, reducing equipment and costs. Implemented a new network strategy that allowed for easy future expansion, including the TCP/IP network of servers, routers, printers and client machines.

Miller Leasing

• Led the collaboration with professionals in parallel fields to bring to fruition the best network solution for the office, including installing, configuring, and securing NT4 Server and additional third-party software solutions.

Citicorp

• Worked with a small group of professionals to resolve numerous lingering Y2K issues throughout the local Citicorp campus. Duties included a site-wide sweep of failed systems and software, execute further testing, and provide user support when necessary.

Allstate Insurance

• Led the NT rollout, migration, and implementation in San Antonio as part of the transition from the previous mainframe architecture. Responsibilities involved everything from the initial setup of the new network and installation of the OS and software to weekly reports to the regional corporate managers.

• Worked with the Computers Made Simple team to design and implement an efficient, effective network solution. Demonstrated an ability to work with the client on their level to bring about the best network solutions in which the client can feel and confident.

• Performed a variety of duties including:
   
  • Assembling and upgrading network and computer systems and components
     
  • Troubleshooting and repairing faulty, defective, or otherwise malfunctioning computer systems
     
  • Assisting in network analysis, administration, as well as Novell integration and administration
     
  • Network systems design and implementation, including networking with TCP/IP