David Hall

1516 2nd Ave.

Seattle, WA 98101
dh61d4c6@westpost.net
508-517-7097
TECHNICAL SUPPORT ENGINEER
An accomplished and resourceful Technical Support Engineer with 10+ years of exp
erience solving computer, software and network problems, both in customer suppor
t and quality assurance. Relate to less experienced engineers and customers in
a manner that calms, reassures, and resolves problems to the satisfaction of all
involved. Used these skills most recently to support the Juniper Steel Belted
Radius line of AAA servers. Fluent in Russian.
TECHNOLOGY
Windows XP, Vista, 2000, 2003 - Mac OS X - Linux (Redhat, Ubuntu, SUSE) - Solari
s
VMware (Workstation, ESX Server, Fusion) - IM (Sametime, Adium, Microsoft Commun
icator) - Bugtracking software (CDETS, Trackweb, GNATS) - Cisco VPN - Active Dir
ectory - Exchange Server - Core Impact - Steel Belted Radius AAA - Carrier editi
on
PROFESSIONAL EXPERIENCE
JUNIPER NETWORKS, Cambridge, MA 2009-present
Technical Support engineer for Juniper ATAC
Advanced technical support for Juniper Steel Belted Radius Carrier AAA server
* Resolving difficult customer cases through collaboration with Development, QA,
and Professional Services.
* Recreating customer environments, as necessary, for troubleshooting and resolu
tion of complex issues.
* Bug write-up and creating Knowledge Base articles to share knowledge.
CISCO SYSTEMS, Boxborough, MA 2004-2009
Technical Support Engineer for CSA Engineering (2005 - 2009)
Third level technical support for the Cisco Security Agent (CSA) and the CSA Man
agement Console, a complex security product that touches all aspects of multiple
OS's (Windows, Linux, Solaris).
* Resolved difficult customer cases through collaboration with Development, QA a
nd Marketing.
* Recreated customer environment, when necessary, to diagnose and resolve comple
x issues.
* Received cases from Technical Assistance Center (TAC) engineers, and dealt dir
ectly with customers.
* Enabled quicker Solaris CSA case resolution by creating a Solaris CSA troubles
hooting document for TAC engineers and customers.
* Wrote-up bugs found by customers or discovered in the process of resolving cus
tomer issues.
Contract SQA Engineer (2004 - 2005)
Tested the Cisco Security Agent (CSA) and the CSA Management Console, a complex
security product that touches all aspects of multiple OS's (Windows, Linux, Sola
ris).
* Executed individual test cases and reporting status.
* Setup Windows Active Directory and Exchange environments in replicable VMware
images.
* Created standard Solaris images to be used on all QA testbeds.
* Setup new computers, to include installation and configuration of the OS (Wind
ows (all versions up to 2003), Red Hat Linux 3 & 4), internal components, periph
erals and software.
SUN MICROSYSTEMS, Burlington, MA 2002-2004
Contract Hardware Technical Support Engineer (2004)
Provided telephone hardware technical support for all Sun Microsystems products.
* Resolved customer hardware technical problems as a first line of contact.
* Provided technical assistant for troubleshooting and configuration needs.
* Directed onsite support for cases were customer is unable to troubleshoot and/
or repair/replace on their own.
Contract SQA Engineer (2002 - 2003)
Tested ALOM (Advanced Lights Out Management) on the SunFire, V240 and V440 platf
orms.
* Executed individual test cases and reporting status.
* Setup and helped to debug hardware, software and networking issues.
* Setup new servers, to include installation and configuration of the OS (Solari
s 8, 9, and 10), internal components, peripherals and software.
STORIGEN SYSTEMS, Lowell, MA 2002
SQA Engineer
Functionally tested a network based storage device, including some automation us
ing Bash and Perl scripting and the configured and troubleshoot the computers an
d networks involved in the testing.
* Functional testing of the GUI, as well as the corresponding CLI commands, comp
onent, integration, system, regression, and acceptance testing of a network base
d storage server.
* Created Test Plans and Test Suites for subsystems under my responsibility. Aut
omated testing using Bash and Perl scripts.
* Worked closely with Development and Documentation group to ensure a quality pr
oduct and appropriate documentation of device functionality.
* Setup and optimized new client test machines. This included installation and c
onfiguration of the OS, internal components, peripherals and software, using Win
2000Pro OS with Unix support add-ons.
* Configured and performed troubleshooting of network equipment, including Cisco
routers and switches, Netgear and Dell switches.
SITARA NETWORKS, INC., Waltham, MA 2000 - 2001
SQA Network Test Engineer
Functionally tested all components of a Quality of Service bandwidth management
device.
* Created Test Plans, Test Cases, performed tests, wrote up bug reports, verifie
d fixed bugs, and wrote up Test Reports.
* Close collaboration with the Development group for creation and testing of the
QoSArray product.
* Tested of QoSWorks compatibility in a VLAN environment using ISL and 802.1q tr
unking.
* Tested device compatibility in a Novell environment.
SQA Lab Manager
Configured and managed the SQA lab, including network and computer configuratio
n and maintenance.
* QA and SIT lab test bed configuration, router and switch configuration.
* Setup and maintained computers running Windows NT, Solaris 7, FreeBSD 3.2, and
Red Hat Linux.
* Configuration, diagnosis and repair of computers.
* Created standard Windows NT images for SIT and QA computers using Ghost.
BETH ISRAEL DEACONESS MEDICAL CENTER, Boston, MA 1998 - 2000
Hardware Services Technician
Configured, installed, and troubleshot servers and desktop computers, peripheral
s, and servers, including installing and configuring the OS, internal components
, peripherals and software.
* Diagnosed and resolved hardware, software, and network connectivity problems a
s a second tier of support to the help desk.
* Worked directly with customers (doctors, nurses, and hospital staff) to diagno
se computer issues and ensure customer satisfaction.
AWARDS
Nominated for a Peer Recognition Award in 2007
CERTIFICATIONS
* Previous: CCNA, BCMSN, MCSE, Red Hat Certified Technician (RHCT)
EDUCATION
* BS Information Technology University of Massachusetts, Lowell, MA
* MS Criminal Justice Northeastern University, Boston, MA
* BA Psychology University of Texas, Austin, TX
MILITARY: U.S. Army, Ft. Hood, TX