Philip J. Glockner's Resume (Last updated February 12th 2009)

Employment as an IT manager or systems administrator, working in a hybrid Windows/Linux environment. Extensive experience with multiple varieties of Linux as well as Windows desktop deployment and logistics. Also experience as a L1 ramp trainer.

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.

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.

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.

Worked with administrative team in the NOC and maintained ISP server farm for Netpliance. 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.

Fulfilled challenging role maintaining, and eventually replacing Dell's primary email support application. Running NT4 Server and MS SQL 6.5, the team I was on researched, made a business case for, and transitioned from its existing email support platform to Cisco Email Manager (CEM). My part was to define requirements, select hardware, implement the application and configure the new system. After implementation, I developed training documentation for the new system and trained a small team to help support daily operations. At its peak, we had over 200 live agents using CEM around the clock.