• Texas State University

  • Lab Instructor/ Lab Administrator / Tutor (2010 - Current)

    • As a lab instructor, conducted lab sessions for the CS1428 Introduction to Computer Science class; responsible for first exposure of programming to students.
    • As an administrator, redeveloped Perl-based website to allow students to upload assignments. The application pulled data from department databases to minimize staff effort and placed the files directly into staff user directories in a secure, confidential, and simple manner.
    • As a department tutor, assisted students with understanding topics covered in any computer science classes. In my capacity as tutor I am frequently called to tutor on all the subjects not-otherwise-covered.
    • Facilitate easier and higher quality system administration by developing scripts and automating programs to simplify system administration in addition to basic system maintenance tasks.

• Independent Work

  • Independent Consultant (2002 - Current)

    • Developed a full-featured media library (MediaSys) with DVR and online streaming capabilities. Includes file and metadata management, statistics tracking, recording and playback, and streaming. Includes video as well as radio tuners besides recorded files as media. Utilizes FilterGraphs and Window Media streaming.
    • Developed a front-end for MediaSys in C#.Net (WinForms/WebForms/ASP.Net) for use on media-center PC.
    • Developed a software-based, arbitrary waveform generator for testing audio systems and sound processing algorithms.
    • Increased productivity by developing a multi-threaded, remotely-accessible, rapidly automatable command line interpreter (VbShell5) in C++ that is able to utilize any ActiveScript-compatible language as an interface language.
    • Enabled powerful macro creation by developing a C++/x86 and x64 assembly-based library (RawAPI) that allows any ActiveScript language to call into any exported DLL routine.
    • Enabled better mail management by writing a multi-threaded, scalable Win32 service (Pop3ToSmtpGateway)to retrieve mail from multiple POP3 boxes and forward it to an internal SMTP server.
    • Migrated my multi-subnet home network completely to gigabit and IPv6 with a diverse set of client operating systems and real/virtual machines.

• TeleNetwork Inc.

  • Technical Support Representative (2010 - 2011)

    • Facilitated higher customer satisfaction and better customer retention by resolving any issues would encounter with their CenturyLink DSL service.
    • Developed a troubleshooting assistance tool to faciliate faster call times and improve agent productivity by providing a method to log calls faster and identify troubleshooting steps and resolutions faster.

• Unisys Technical Services

  • Technical Support Representative (2008 - 2010)

    • As part of a team, provided single point of contact helpdesk services for a large number of corporate clients including CapitalOne, Baxter Global Healthcare, and Unilever.
    • Decreased agent frustration by developing a tool to manage the multitude of passwords and account information used by the multiple clients in a simple, easy-to-use manner.
    • Received Employee of the Month award for drastically decreasing call times and increasing agent call handling ability by developing an automation tool that could rapidly create common service ticket issues based upon specified templates for extremely frequent issues. Received employee of the month award for this.

• Kenny's Coffees

  • Network Consultant (2008)

    • Increased productivity by allowing wait staff to remain up front with the customers by networking the POS systems with the network printer in the back so customer tickets would automatically print instead of having to be taken back manually.
    • Enabled office workers to be more productive and work from home by setting up QuickBooks server and creating a VPN server (Win2k3 RRAS) so they can remotely "dial-in" from anywhere.
    • Initiated a backup plan (Using Yosemite Backup) and installed backup hardware (Dell Hard Disk cartridge reader) to take advantage of it so the business would nto go down in cases of failure.
    • Increased network security without increasing cost by utilizing an existing hardware firewall (Sonic Wall TZ170) to partition off the network into coffee shop users, office users, and the internet and setup secure routing rules.
    • Served in an on-call capacity to resolve any issues that would occur. In one case replaced the entire network hardware due to a powersurge that destroyed the existing firewall, switch, and security system.

• Dell Inc.

  • I.T. Business Solutions Team (2007)

    • Decreased customer support calls resulting from blue-screen errors by integrating the previously developed dump file analysis tool into a new system checkup tool-suite to be pre-installed on customer systems for use by agents and end users to root out the causes of blue-screen errors.
    • Due to overwhelming positive response, initiated the repurposing and redesign of analysis tool to be more usable by end-users instead of exclusively by technicians.

  • Team Developer (2005 - 2007)

    • Developed a tool to automate the taking of common calls and identify common steps and track common issues.
    • Created a series of simulators of the Windows network applets (in JavaScript/HTML/CSS) to allow technicians to better diagnose and resolve network-related issues.
    • Developed an extensive and exhaustive internal website dedicated solely to printer support.
    • Internal support site included simulated printer operator panels for agents to use while on phone calls as well as documents that would be printed out.
    • Explored and documented printer support features to be used by agents in resolving calls.
    • Developed custom tools for extremely frequent issues (i.e. printer tray setup, fax setup)
    • While a member of the L2 printer escalation queue, reformatted documentation to be suitable for both customer-facing and onsite-technition facing websites.
    • Assisted with the development and maintenance of a ASP.Net based technical support website responsible for tracking newly discovered issues and trends in recently developed products
    • Responding to a large volume of customer complaints regarding blue-screen issues, created a new software tool to diagnose and provide direction to expedite complaint resolution process.

  • L2 Technical Support Specialist (2006 - 2007)

    • Spearheaded the Printer Escalation Queue effort to increase printer satisfaction scores. Worked with the printer support call center in Edmonton, CA to train and assist them with support calls.
    • Worked with product teams to acquire OEM and module documentation and then use this unpublished information to resolve calls and evaluate its efficacy.
    • Improved customer facing and agent facing printer documentation and troubleshooting tools to to better reflect the steps required to resolve issues.
    • Identified top call drivers and designed custom tools to improve handling.
    • As the result of my efforts with the printer line-of-business, Dell earned a J.D. Power and Associates award for the printer technical support department.
    • Served as a unifying point of contact for product team, call center agents, sales department with regards to any printer issues.

  • L1 Technical Support Specialist (2005 - 2006)

    • Reduced risk of severe hardware faults by assisting customers purchasing products within the first 90 days of RTM and tracking the issues looking for patterns.
    • Increased the resolve metrics of those around me by providing second-level-type support for the issues they were not as able to resolve.
    • Identified issues with the printer Line-of-Business customer statisfaction scores and formulated steps and what things would be nessecary to improve satisfaction.

  • L1 Technical Support (2004 - 2005)

    • Facilitated higher customer satisfaction and better customer retention by resolving any issues would encounter with their Dell Computers.

• Spherion Inc.

  • Shipping (Summer 2003)

    • Served on the accessory product line placing monitors and speakers onto the shipping lines.

  • Boxing (Summer 2002)

    • Served on the system boxing line placing accessories into the box alongside the system.

• University of Texas at Dallas

  • Technical Support Representative (2003)

    • Provided assistance to students who walked into the office with issues with their laptops with regards to the newly deployed wireless network.

• HEB

  • Customer Support Representative (2001 - 2002)

• RadioShack (2001 - 2002)

  • Customer Support Representative

• Texas State University (2009 - 2013)

  Bachelor of Science in Electrical Engineering;
  - Specialization in Computer Engineering
  - Minor in Computer Science
  - Minor in Applied Mathematics

• Austin Community College (2007-2009)

• University of Texas at Dallas (2002-2003)

  Persued Bachelor of Science in Software Engineering

• Round Rock High School (2002)

Programming Languages

• C / C++
• C# .Net
• VB
• VB.Net
• VBScript
• JavaScript
• PowerShell
• Java
• Perl
• Bash
• T-SQL
• PL-SQL
• x86 Assembly
• x64 Assembly
• z80 Assembly
• TI-Basic

Environments

• Windows 95, 98, NT4, 2000, XP, Vista, 7, 8 (Preview)
• Windows NT4 Server NT4, 2000 Server, 2008 Server, 2008 R2 Server
• Unix (CentOS Linus, OpenBSD 4.5 - 5.0)
• XML / XSL
• HTML / CSS
• Active Directory / Group Policy
• Virtual Server 2005
• Hyper-V
• SQL Server 2000, SQL Server 2003, SQL Server 2005
• Exchange Server 5.5, 2000, 2003, 2007, 2010
• IIS 4, IIS 5, IIS 6, IIS 7
• Ethernet, IPv4, IPv6, VPN, RRAS, DirectAccess

Applications

• Notepad
• Office 97 (Access, Word, Excel, PowerPoint)
• Office 2000 (Access, Word, Excel, PowerPoint)
• Office XP (Access, Word, Excel, PowerPoint)
• Office 2007 (Access, Word, Excel, PowerPoint)
• Office 2010 (Access, Word, Excel, PowerPoint)

• Unisys Employee of the Month - April 2009
• Dell Gold Customer Service Award - July 2005
• Dell Bronze Customer Service Award - May 2005
• Eagle Scout - May 1999