Objective :

(This also means I'm not interested in calls from recruiters at this time. If at some point in the future I'm once again looking for a job, I'll update my resume again.)

Education :

• Bachelor of Science in Physics, received in May of 1997, from the University of Texas at Austin.
• Bachelor of Arts in Astronomy, received in May of 1992, from the University of Texas at Austin.

Employment :

• Feburary 2000 - Present : `Senior Customer Support Engineer' at Vignette.

     Vignette Corporation
     901 S. Mo Pac Expy
     Bldg. 3
     Austin, Texas 78746
  

  I just started - therefore there's no details to put here yet.

• October 1997 - Janurary 2000 : `Senior Customer Support Engineer' at Tivoli.

     Tivoli Systems Inc.
     9442 Capital of Texas Highway North
     Austin, TX 78759
     1-800-2TIVOLI
  

  Official duties include providing phone, email and occasional on-site support of Tivoli's TME 10 suite of enterprise management software, specifically of the Framework and T/EC (Tivoli Enterprise Console) products.

  Unofficial duties have come to include :

  • Creating and maintaining a data warehouse of all available information useful to Support, available and search-able from a single web site. Data now comes from numerous sources, both internal and external to Tivoli, and is kept up to date automatically.
    This data warehouse is now used by Tivoli employees worldwide and is one of the most useful sources of information to Tivoli's Support and Development organizations.
  • Creating and maintaining customer support metrics for both the legacy 3270 based RETAIN call tracking system and the new Tivoli Service Desk (TSD) system.
  • Creating and maintaining monitoring systems (to alert people when new customer issues are created, when they're in danger of missing metrics criteria, etc) for both RETAIN and TSD.
    • These projects were all written to be web based, with the data being served coming from multiple sources - RETAIN data from a 3270 screen scraper, TSD data from Oracle, and the data warehouse data from these two sources and many others.
    • These projects allowed me to provide very quick turnaround times to changing requirements in data gathering and reporting, metrics production, and many other customer-satisfaction related needs.
  • As a member of the `process team', I helped to create and update the processes that helped make the Support organization work.
  • As a member of the `Support technology team', I helped to mold the Support organization's future, specifically by pursuing and creating technologies that will help us to achieve our future goals.

• March 1993 to October 1997 : `Systems Engineer' at Computational Mechanics, Inc. (Comco)

     Computational Mechanics, Inc.
     (a subsidiary of Altair Computing)
     7800 Shoal Creek Blvd #290E
     Austin, TX 78757
     512-467-0618
  

  At Comco I was in charge of installing and maintain a heterogeneous network of about 30 computers and users, mostly Un*x based, but with a few Windows NT machines as well. Duties included all aspects of installation and maintenance of these machines and the network that connects them, both software and hardware related. Other duties varied, including such tasks as planning, software development (usually in perl) and user education.

• September 1992 to March 1993 : `OS/2 Support Line' Engineer at IBM.

  At IBM I was working as an on-site contractor (I was contracting for CSC, Computer Sciences Corporation) providing telephone and occasional email support for IBM's OS/2 2.0/1.3/1.2 and IBM's OS/2 Lan Server and OS/2 Extended Services/Communications Manager.

• October 1986 to 1992 : Bookkeeper, Checker and Courtesy Clerk at HEB Grocery Store.

     HEB Grocery Store #11-227
     2110 New Slaughter Lane
     Austin, TX 78748
     (512) 282-0182
  

Skills :

• Very familiar with the use, administration of and development under most versions of Un*x. Specific Un*x flavors that I have worked with and administered include :
  • Solaris, AIX, IRIX, FreeBSD, OpenBSD, NetBSD, Linux, SunOS, HPUX, DomainOS, ConvexOS, DEC/OSF, DGUX, NCR, Unicos.
• Familiar with NT and Windows 9x as well - not only from a user's perspective ,but also from a product support perspective as well as a systems administration perspective. Also familiar with WinDD, a multi-user version of Windows NT (similar to Citrix Winframe.)
• Also somewhat familiar with OS/2, AS/400, VAX/VMS, VM/CMS and MacOS (but have not worked on these OS's in quite some time.)
• Very familiar with PC hardware and peripherals, and with many brands of Un*x workstations and peripherals as well.
• Working knowledge of installing and configuring Cisco hardware.
• Familiar with all aspects of keeping a small company on the Internet, including:
  • Network planning, installation and configuration.
  • Setting up and maintaining a T1 connection to the Internet.
  • providing employee dialup access
  • the planning and deploying of a firewall, as well as the network monitoring and maintenance that must occur to keep the company secure.
  • Installing a maintaining a VPN connection between the local and remote company sites.
  • installing and maintaining WWW servers, anonymous FTP servers, DNS servers, mail servers, etc.
  • The automation of these tasks as appropriate.
  • Providing user education and custom applications as needed.
• Very familiar with Un*x and network security issues.
• Very familiar with perl and Bourne shell scripts.
  • At Tivoli, my metrics, monitoring and data warehousing work was all done in perl, using the CGI, LWP, HTML and DBD modules to great advantage.
• Very familiar with CGI and HTML, as well as with the Apache web server and other related technologies.
• Familiar with CVS - Concurrent Versions System.
• Familiar with Oracle and SQL, particularly with the building of applications (in perl) that use these tools.
• Also familiar with: C, Pascal, Fortran, BASIC, 6502 and 680x0 assembly language (but my skills with these languages are rusty.)

References :

   Adam Tate
   supervisor at Tivoli
   atateDELETEME@tivoli.com
   512-436-1166

   Wayne Hall
   Senior Software Engineer at Tivoli, co-worker
   whallDELETEME@tivoli.com
   512-436-9127

   Jim Meyering
   was my supervisor at Comco
   meyeringDELETEME@eng.ascend.com
   972-379-6262