Resume of Senior IT Security / Consultant

Title
Senior IT Security / Consultant

Primary Skills
DNS, SMTP, Diagnostics, PHP, Linux, HTTP,

Location
Canada-ON-London (will consider relocating)

Posted
Mar-16-08

Qualifications
Professional Experience
10 Years Direct PC support experience
10 Years of Helpdesk / Technical Support Experience
10 Years of Network Troubleshooting Experience
10 Years Lotus Notes Experience
10 Years Microsoft Office Experience
8 Years of Linux-Based Server Experience
10 Years of Windows Based Server Experience
Strong DNS, SMTP, HTTP, TCP/IP and FTP experience.
Casual experience with Pascal, C, C++, C#, Ajax and PHP.
Microsoft (Windows / Dos), Sun Solaris and Linux experience
Configured and administered Servers, Firewalls and Desktop units.

Soft Skills
15 Years of Customer Service experience
9 Years of Leadership, Peer Mentoring and Training Experience
Training in Conflict Resolution and Negotiation
Strong diagnostic background

Education and Certifications
Bachelor's Degree in Computer Science
MCP in Windows 2000, Active Directory
Sun TCP I & II Certification
Emerald Support Certification
Platinum Support Certification
Gold Support Certification

Employment History
Mar. 2002 -- Aug. 2007 Symantec Corporation US and Canada
Senior Technical Support Engineer (Grade 8)
Senior phone and helpdesk support, Team Leader of Level 2 Support in Springfield Oregon. Handled customer escalations. Liaison with Level 3/Development. Represented Customer interests to development. Voluntarily carried cell phone to act as after-hours helpdesk. Maintained Knowledge Base. Monitored Queues. Created Training Content. Created team interviews. Set employment standards for team. Interviewed new Hires. Self-Evaluated Performance. Provided Product Training. Traveled and presented on behalf of Symantec at Customer Conferences. Supported Email, Web and Network Attached Security products.
* Conceived and Implemented a MySQL backed help desk tracking and metrics tool in less than 48 hours.
* Created a multi-network web-based helpdesk feedback tool for tracking Helpdesk performance.
* Created encryption methods to obfuscate said multi-network feedback.
* Created and led Global Action and Communications in crises.
* Discovered source of vulnerability in Symantec Mail Products.
* Gave address on AntiSpam technology at Washington DC customer conference
* Received Customer First award.

Use of Time: 35% Issue Reproduction and diagnosis, 25% Helpdesk/Customer Contact, 15% Leadership, 15% Training and Documentation, 10% Customer visits/Conferences

Technical Environment: Windows (2000,2003,XP), Linux (Redhat, SuSe, Debian), Solaris (5,6,7,8,9), Ethereal, WireShark, ssh, WinSCP, Visual C#, PhpEd, Siebel, Symantec Mail Security for SMTP, Symantec Web Security, Symantec Scan Engine, NetApp (Various), Microsoft SharePoint, Microsoft ISA (2000, 2004), Sendmail, Postfix, Microsoft Exchange, Apache, Visio, Wink, Lotus Notes, Microsoft Office, Domino, Telnet.
Nov. 1999 -- Mar. 2002 Symantec Corporation Canada
Senior Technical Support Analyst (Grade 7)
Performed high-level issue diagnosis and direct phone support. . Handled customer escalations. Liaison with Level 3/Development. Represented Customer interests to development.
Acted as Backup Supervisor. Created Training Content. Created team interviews. Interviewed new Hires.

* Supported HTTP, SMTP and ICAP based Filtering, AntiVirus and AntiSpam solutions.
* Supported first ever Unix based products at Symantec (Eclipse/URLabs).
* Created free streaming audio solutions for “Radio Symantec” to harmonize cross country support sites.
* Received Two A+ awards for excellence.
* Recruited to support large Government Contract on 24 hour basis.

Use of Time: 35% Issue Reproduction and diagnosis, 25% Helpdesk/Customer Contact, 15% Leadership, 15% Training and Documentation, 10% Customer visits/Conferences

Technical Environment: Windows (2000,XP), Linux (Redhat), Solaris (5,6,7), Ethereal, ssh, WinSCP, PhpEd, Norton AntiVirus for Email, Symantec Web Security, I-Gear, Symantec AntiVirus Scan Engine, NetApp (Various), Sendmail, Postfix, Microsoft Exchange, Apache, Visio, Wink, Lotus Notes, Microsoft Office, Domino, Telnet.

Act. 1997 -- Nov. 1999 Symantec Corporation Canada
Technical Support Analyst (Grade 5 &6)
* Phone based support agent (Front Line Support)
* Set new standards for phone call numbers (averaged 30 calls per day when the standards were 15)
* Received 1 A+ Award for customer service excellence.
* Supported Winfax. Winfax for Networks, PCAnywhere and ACT!

Use of Time: 65% Customer Contact, 15% Issue Reproduction, 10% Helpdesk, 10% Training and Documentation

Technical Environment: Windows (2000, 95, NT), Modems, WinFax, PCAnywhere, ACT!, WinFax for Networks, Lotus Notes, Microsoft Office

Nov. 1996 -- Oct. 1997 Kelly Services. Canada
Temporary Technical Staff
* Worked at IBM in Technical Support
* Worked for Symantec Corporation as a temp

Use of Time: 95% Customer Contact, 5% Skills Development

Technical Environment: Windows (2000, 95, NT),


Interests
Reading, Public Speaking, Film, Comedy, Music, Photography, Computer Games, Writing, PC Security, Linux, Travel and Politics.
References made available upon request






Kevin Wardrop
519 649 4794
Alternate Contact: nitemayr@gmail.com

Certifications
MCP, Windows 2000 server/client certified,
Active Directory Certified,
Bachelor of Computer Science,
Sun I & II


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