Raymond Allen
McAllen, TX 78501
Tel:-
Email:-I am a Support Specialist fifteen years experience in supporting both internal and external
clients.
Technical Skills
Operating Systems:
Windows including NT 4.0, XP, Windows 7, Windows 8, Server 2003, Server 2008, Server
2012 and Windows Mobile platform
Mac OS X, iOS
Linux including Fedora/Red Hat Linux and Centos
UNIX including Solaris, AIX, HPUX
Tools:
SVN, Bugzilla, Windows Debugger, Salesforce
Databases:
MS SQL Server; Oracle; DB2
Networking:
DNS, DHCP, routing, Bluecoat ProxySG, Barracuda firewall, F5 BigIP
Languages:
Java, TCL
Technologies:
SSL, SSH, SAML, VoIP
Shell:
BASH, PowerShell
WORK HISTORY
Jan 2013 to Present
Independent Contractor
Austin, TX 78735
Independent contractor for small to medium sized businesses.
included the following:
Duties and responsibilities
•
Configured new desktops and laptops
•
Managed networks in office space.
•
Ensure office computer environment is safe from viruses.
Feb 2010 to Jan 2013
Senior DevOps/Support Engineer
Quarri Technologies
Austin, TX 78735
Senior Support Engineer for software development company specializing in security
products. Served as point of escalation contact for second level troubleshooting with endto-end ownership for technical support. Duties and responsibilities included the following:
•
End to end support of clients and partners in installation and configuration
of Quarri software suite of products. This involved using CentOS to setup the server,
and if the client software saw problems, using the Windows Debugger to trouble shot
the issue.
•
Managed the support portal, which included creating client accounts, and
the creation and maintenance of knowledge base.
•
Provided sales support, including the installation and maintenance of all
product demonstration equipment.
•
Responsible for resolution of severe production incidents, and escalation to
management followed with post-incident review.
•
Managed small to medium-sized IT projects including managing the phone
system, QA environments.
•
Completed internal user moves including phones and network connections.
•
Created purchase requisitions for IT hardware/software
•
Setup and maintained phone system.
•
Setup testing environments for QA environments which included setting up
virtual networks, setting up servers.
Mar 2004 to Feb 2010
Senior Support Engineer
Permeo acquired by Blue Coat Systems
Austin, TX 78746
▪
Provided both onsite and remote client support. Responsible
for reproducing customer environments for troubleshooting. Created
and maintained QA lab infrastructure.
•
End to end support of clients and partners in installation and configuration
of Permeo software suite of products.
•
Management of the support portal, which included the creation and
maintenance of knowledge base.
•
Provided sales support, including the installation and maintenance of all
product demonstration equipment.
•
Responsible for resolution of severe production incidents, and escalation to
management followed with post-incident review.
•
Managed small to medium-sized IT projects.
•
Completed internal user moves.
•
Created purchase requisitions for IT hardware/software.
•
Ensured all software licensing is recorded and maintained.
•
Helped setup and configure QA lab network and layout.
Mar 2004 to Sep 1999
Senior Support Engineer
Vignette
Austin, TX 78746
Senior Support Engineer for Vignette.
•
End to end support of clients and partners in installation and configuration
of Vignete software suite of products.
•
Management of the support portal, which included creating client accounts,
and the creation and maintenance of knowledge base.
•
Provided sales support, including the installation and maintenance of all
product demonstration equipment.
•
Responsible for resolution of severe production incidents, and escalation to
management followed with post-incident review.
•
Managed small to medium-sized IT projects.
•
Managed the support quarterly budget.
•
machines.
Managed the support lab including installation and management of
•
Provided support for all internal systems running the Vignette software.
•
Completed three office moves.
Mar 2004 to Sep 1999
Support Engineer
Vignette
Austin, TX 78746
•
Assisted customers in solving technical issues.
•
Answered questions from customers and prospective customers about the
features and capabilities of Vignette’s products.
•
Developed customer-facing documentation on an as-needed basis.
•
Communicated customer needs and wishes to development and
engineering staff.
Sep 1999 to Sept 1996
Deskside Support
Tivoli
Austin, TX
•
Assisted user in solving technical issues.
•
Built new software package for the UNIX systems, including but not limited
to HPUX, Solaris and AIX.
•
Supported Windows domain which included Windows 3.5NT, 4.0NT
•
Helped users with UNIX desktops which including making the machines Y2K
compliant. This include to but not limited to Win3.5NT, Win3.51NT, Win4.0NT; Solaris
2.4 to Solaris 2.6; HPUX 9 to HPUX 11; and AIX 3.x to AIX 5.x.
•
Assisted in network upgrades including software and hardware.
