03/00

07/04

Network Associates (McAfee). Portland, Oregon

Tier III Senior Product Engineer:(ePolicy Orchestrator) Responsible for helping Internal and external customers with ePolicy Orchestrator 1.1 – 3.5.  Troubleshooting all aspects of customer problems to determine best solution for repairs including Network, Operating System and additional software/hardware.  Creating customized SQL queries to gather more information/reporting and to troubleshoot SQL problems. Working with Tier III Technical Engineers in North America as well as England to assign cases to them that are escalated to Tier III, mentor to increase technical knowledge, review cases to insure quality, and be the focal point of the communication to development.  Working with development to help drive the direction of the next release, decide which defects should be fixed in the next release, provide input on new features, make sure that the customer voice is part of the decisions, determine priority of customer issues worked on, write code fix readme files, and release the fixes to world wide support team.  Working with quality assurance team to review test plans, suggest customer scenarios, and point out any holes in the testing plans.  Creating training material and delivering training to support teams across the world.

Tier III Technical Engineer:(ePolicy Orchestrator) Responsible for helping Internal and external customers with ePolicy Orchestrator 1.1 – 3.5.  Troubleshooting all aspects of customer problems to determine best solution for repairs including Network, Operating System and additional software/hardware.  Working with development to help drive the direction of the next release, decide which defects should be fixed in the next release, make sure that the customer voice is part of the decisions, determine priority of customer issues worked on, write code fix readme files, and release the fixes to world wide support team.  Working with quality assurance team to review test plans, suggest customer scenarios, and point out any holes in the testing plans.  Creating training material and delivering training to support teams across the world.

Network Associates (McAfee). Portland, Oregon Cont.

Tier III Technical Engineer:(Core components) Responsible for helping Internal customers with the core components, Outbreak Manager 4.5, Alert Manager 4.5, AntiVirus Informant 1.0 – 1.1 and Updating component.  Troubleshooting all aspects of customer problems to determine best solution for repairs including Operating System and additional software.

Supervisor:  Brian Mann (503) 466 - 4321

12/96

10/98

ENTEX at INTEL (Jones Farm Campus). Portland, Oregon

Customer Engineer:(Desktop Technician) Responsible for maintaining Intel’s customer base with software, hardware or Operating System repairs and maintenance.  Installation of various mainstream and custom applications as well as configuration of networking protocols, drivers, connectivity, mobile systems, and networking access issues.  Troubleshooting all aspects of customer problems to determine best solution for repairs

Customer Engineer:(Help Desk) Responsible for maintaining Intel’s customer base with software, or Operating System repairs and maintenance. Troubleshooting all aspects of customer problems to determine best solution for repairs and dispatching a desktop technician if necessary.

Support:  Windows 3.x, Windows 95a, Windows 95B, Windows NT Workstation 3.51, Windows NT Workstation 4.0, ccMail, Microsoft Office 4.3, 95, & 97, and Intel custom applications.

Supervisor: Brian Boyanovsky (503) 696-4657 - Manager: Trina Vondersmith (503) 264-9328

01/94

10/96

INTUIT Tucson, Arizona.

Technical Support Specialist:  Responsible for helping internal customers with all business products, Answer Infobases, Technical coaching, Monitor phone calls and providing coaching on those calls, Do Escalated calls, Troubleshooting problems to determine best solution for repairs including Operating System and additional software for members of my team, Mentor peers to answer infobases, Mentor peers currently answering infobases and assessing the quality of their answers, Part of the team to interview possible candidates for the Technical Support Specialist position, Provide daily and weekly statistics to management, Facilitate various meetings and other duties as assigned.

Supervisor:  David Tozzi (520) 806-2734

Outsource Lead:  Responsible for Schedule adherence, Provide daily statistics to management, Training, Technical and procedural coaching for the Project lead, Team leads and helpdesk personnel on the Quickbooks account, Answer infobases, Do Escalated calls, Provide monthly meetings with each of the management staff to ensure quality, Provide weekly meetings with helpdesk personnel to ensure quality, and maintain a level of awareness and other duties as assigned.

Supervisor:  Carl Nye (520) 806-2711

Lead: Responsible for helping Internal customers with all business products, Answer Infobases, Do

Escalated calls, Technical coaching, IIF technical expert, Training, On the Scopus Alpha team, On the beta team for Quickbooks for windows 3.1 & PRO, Troubleshooting all aspects of customer problems to determine best solution for repairs including Operating System and additional software.

Supervisor: Richard Rocha (520) 295-3254

Help Desk: Responsible for helping Internal customers with Quickbooks for Windows in Windows 3.X, Windows 95.  Troubleshooting all aspects of customer problems to determine best solution for repairs including Operating System and additional software.

Supervisor: Richard Rocha (520) 295-3254

Technical Support:  Responsible for helping customers with Quickbooks in Windows 3.X, Windows 95 and MS Dos.

Supervisor: Drew & Eve (520) 295-3000