Philip J. Glockner

Gainful employment as a senior systems analyst. Already doing this work and doing it well.

Systems administrator with over 15 years of hardware and software helpdesk and call center support knowledge. Direct experience with all levels of call center support and training from small classes to full ramp. 5 years of SQL administration. Interested in challenging L2/L3 or IT positions that benefit from a broad skill set and flexible mindset.

Linux, RedHat, Centos, Unix, SSH, DNS, MySql, Oracle, Java, JBoss, CVS, SVN, Maven, Admin, OpenOffice, Office, Windows, Exchange, Outlook, RDP, VPN, RT

CyberSource, Technical Support Analyst, Boulder, CO (April 2009 - Present)
Deploy and maintain a number of customized, hosted payment application solutions. Respond to technical issues and perform rapid troubleshooting to determine root causes for issues. Develop new operating procedures. Minimize downtime of hosted environments. Provide post-launch care and support of hosted environments.

Tek Systems, Level 3 Support, Austin, TX (May 2008 - December 2008)
Contract to IBM Austin, providing internal L3 support for an internal ticket tracking system with an aggressive plan to make the company's business more efficient. Also performed several rounds of L1 training.

Catalis, IT Systems Administration and Management, Austin, TX (August 2005 - February 2008)
Manage a team that handles both company IT and product deployment responsibilities. Responsible for defining and implementing new procedures for the IT department and facilitating the department's interactions with the company and its customers. New hire account/workstation creation, back-end server maintenance and support, software licensing, inventory control, network architecture and management.

Dell, L2 Support Specialist / Trainer, Round Rock, TX (April 2002 - August 2005)
Participated as a key member in several 'site start-up teams' to ramp support queues in Twin Falls, Idaho and Edmonton, Canada. Tech Support new hire trainer for large business and gold accounts. Cooperated with several cross-functional teams to improve efficiency and cost reduction. Provided direct mentoring and L2 support to phone techs. Acted as a call center liaison for national and international support teams. Phone-based technical support for large business and relationship accounts. Worked on Dell hardware certifications and spent a year working third shift to expose myself to more challenges and opportunities.

TippingPoint, Systems Administrator / NOC Administrator, Austin, TX (October 2000 - May 2001)
Worked with administrative team in the NOC and maintained ISP server farm. Built and configured new servers as needed. Maintained production applications including radius, IMAP, news, Oracle, MySQL and Postgres. Developed and documented processes relating to this work.

Dell, Server Administrator / DBA / L2 Support, Round Rock, TX (March 1995 - October 2000)
Fulfilled challenging role maintaining and eventually replacing Dell's primary email support application. Part of a team that researched, made a business case for, and transitioned from its existing email support platform to Cisco Email Manager (CEM), which ran NT4 Server and MS SQL 6.5. Defined requirements, selected hardware, implemented the application and configured the new system for CEM. After implementation, developed training documentation for the new system and trained a small team to help support daily operations. At its peak, the system handled over 200 live agents using it continuously.