MHB’s Resume

Michael H. Brown, CCNA

Systems Administrator

PROFESSIONAL EXPERIENCE

Double-Take Software, Indianapolis, IN 11/2007 – 8/2010

Senior Technical Support Engineer (11/2008 – 8/2010)

Responsible for handling advanced technical issues with the Double-Take Software product line, a disaster recovery / byte level data replication application protecting Exchange, SQL and File Servers along with full server protection. Issues varied but most commonly were environmental including incorrect server / application configurations and major software bugs. Handled communication and interaction between software developers and technical and non-technical end customers.

• Handled the Asia / Pacific region including Japan, China, Australia, India and South Korea
• Certified Double-Take Expert – completed internal testing certifying the advanced knowledge of the software including configuration and best practices.
• Instrumental in creating a virtual environment with VMWare ESX 3.5 and 4.0 and Hyper-V for the Technical Support staff to do simple product defect recreations
• Travelled to customer locations for advanced troubleshooting and configuration of the Double-Take software application
• Mentored incoming technical support engineers on troubleshooting customer environmental issues along with software bugs.

Technical Support Engineer (11/2007 – 11/2008)

Responsible for handling basic technical issues with the Double-Take Software product line.

Corporate Network Services, Indianapolis, IN 8/2006 – 11/2007

Network Engineer

Responsible for on-site and remote resolution of customers’ problems ranging from simple virus removal and network maintenance to failing servers and restoring Exchange servers. Configuration of Cisco Pix/ASAs for LAN protection along with VPN access. Also responsible for project management including the design and overseeing of installation of small/medium networks. Daily tasks include writing proposals for customers and following up with customers to ensure that their problems are resolved.

Senex Services Corp., Indianapolis, IN 1/2003 – 08/2006

Systems Administrator (9/2003 – 8/2006)

Responsible for maintaining and configuring all server and network hardware including 8 Compaq servers running Windows Server 2003, Windows 2000 Server, Exchange 2003, ISA 2004, and an HP NAS drive along with Cisco Catalyst switches. Responsible for network security including intrusion detection and antivirus configuration.

• Managed 2 User Support Specialists and a Database Administrator
• Evaluated and implemented new SPAM software that reduced the number of SPAM emails by 75% throughout the company.
• Instrumental in creating 2 database applications: One to track user support requests and a second to log and track nonconformities that is helping Senex achieve a quality standard set by its industry.

User Support Specialist (1/2003 – 9/2003

Responsible for all technical user issues including PC hardware, software, network connectivity in a Windows 2000/Exchange 2000 server environment. Promoted to Network Administrator in September, 2003.

Telamon, Carmel, IN 10/2001 – 1/2003
Senior Help Desk Engineer

Responsible for advanced knowledge of workstation Windows Operating Systems and advanced workstation hardware troubleshooting skills.

Responsible for multiple products / services including

• VPN configuration for Frito-Lay home office users
• Motorola Canopy Wireless Technologies
• Motorola Cable modems
• NETNITCO dial-up ISP

Indianapolis-Marion County Public Librar, Indianapolis, IN 5/1999 – 9/2001
Library Clerk II

CERTIFICATIONS

2/2008 Certified Double-Take Expert

2/2008 Certified GeoCluster Professional

8/2007 Cisco Certified Network Associate (CCNA)

6/2001 CompTIA’s A+ Certification

EDUCATION

Saint Meinrad College, Saint Meinrad, IN 5/1999

Bachelors in Philosophy
Minor in Theology

ACHIEVEMENTS

Eagle Scout 1992

Boy Scouts of America