Austin Petersen Email & Phone Number

Lehi, UT, US

San Francisco, California, US

Orem, US

System and network engineering and administration. New customer sales and support.

Sandy, Utah, US

• Manage multiple large projects with off-shore development team in addition to normal system administration for 2500 users across 60 locations in 7 states
• Training gamification – created a game for new employees to quickly learn recipes and increase their knowledge retention, replacing paper flash cards
• Custom labor scheduler – huge reduction in stress for store managers. Save every manager 2-3 hours per week writing schedules, improved accuracy in hitting labor targets and training schedules
• Salesforce CRM and Marketing Cloud – developed workflows to automate emails and RSVPing to VIP events
• Technologies used: VMWare ESXi 6.7, QNAP NAS, Veeam with cloud replication for disaster recovery, Ubiquiti and Cisco Switching, Ubiquiti APs, WatchGuard firewalls, AWS (prod), Digital Ocean (dev), Skeddly task.

Provo, Utah, US

Jack of all trades. Responsible for all servers, network devices, applications, and services.Supported all levels of IT infrastructure for 500 users across 75 locations in 4 states (Windows PCs and Servers, Dell SANs and Layer 3 switches, pfSense and WatchGuard firewalls, VMware, Azure, and Hyper-V hosts, Zultys VoIP, Office 365, Veeam Backup)Implemented.

Salt Lake City, UT, US

Chief RTLS (Real-Time Location Services) solutions engineer. Involved in both pre-sales consultation and post-sales system integration. Designed asset tracking systems using proprietary software interfacing with Wi-Fi and RFID systems for military hospitals, complying with DoD security.- Managed the customer experience from start to finish, including.

Salt Lake City, UT, US

Manage all core networking and system infrastructure for our hosted service and SaaS offering (Oracle Agile PLM)Plus all previous responsibilities

Salt Lake City, UT, US

IP Telephony (Zultys PBX)Web conferencing (Zultys MX Meeting)Layer 3 switching (Cisco)Layer 2 switching (Arista)Network Storage (Coraid ATA over Ethernet, Solaris ZFS presented as NFS)Routing/Firewalls (Cyberoam Unified Threat Management)Virtualization platforms (Oracle VM and VMWare ESXi)Two and three-factor authentication (RSA Security)SSL VPN (Sonicwall.

• Monitor global network of 20,000+ servers and network devices; coordinate resolution of incidents
• Control department costs by building previously outsourced reports in house
• Help direct monthly inter-departmental planning meeting and operational reviews
• Identify inefficiencies in processes, reducing operational overhead by 64% so far
• Improve knowledgebase articles to reduce recovery time with repeat issues
• Manage ESX hosts (Windows and Linux) through VMware vCenter

• Sold Software-as-a-Service (SaaS) online backup to the SMB and Commercial spaces, acquired channel partners
• Set several records for largest deal size, most new direct customers, most new channel partners in a month
• Achieved President’s Club twice
• Closed several deals with Fortune 500 companies
• Developed training program to streamline onboarding of new employees

• Entrusted to handle high priority and high visibility issues for premium customers
• Led the company in customer satisfaction scores by a wide margin
• Developed processes to effectively troubleshoot backup software on Mac and Windows PCs and Servers (including Exchange, SQL, Active Directory, SharePoint), VMware, and mobile platforms
• Coordinated inter-departmental teams to meet customer expectations for problem resolution

Dover, Delaware, US

• Organized a dysfunctional IT department and support team to more effectively support business goals
• Implemented ticketing system to improve customer retention
• Reduced support overhead by 30% by developing an online support forum and knowledgebase
• Managed to a budget
• Responsible for entire IT infrastructure, including Cisco VOIP phones and Exchange email server
• Managed and trained support team, established and improved customer service standards and policies

Worked here for 6 weeks until they suddenly went out of business. Became very proficient at quickly diagnosing and removing virus\malware infections, as well as troubleshooting and repairing PC software and hardware issues.

Provo, UT, US

• Installed, repaired, and diagnosed PCs and Macs, printers, scanners, network issues, Microsoft Office suite, and more.
• Received escalated calls to restore internet connectivity and re-establishing VPN connections. Modifying firewall/NAT settings in Cisco PIX 501 routers and Cisco wireless access points

US

• Awarded McAfee Employee of the Month (out of 50+ reps) for high profit/cost ratio and customer satisfaction
• Did tech support for McAfee Security Suite, identifying and removing viruses. Also supported STSN/iBahn broadband internet service, helping customers troubleshoot PC settings and gain access to the internet.
• Helped hotel engineers identify and repair server hardware issues

• Sold Amex/Delta Skymiles credit cards over the phone.
• Consistently ranked among the top ten agents on my team
• Helped pioneer “Top Gun” program to mentor struggling employees to increase sales performance

Carthage, MO, US

• General PC and Mac, printer, and network maintenance and troubleshooting, backup and disaster recovery
• Self-taught programming skills to enhance business processesWorked a total of one year between 1999 and 2002. Spent two years in the middle doing volunteer service in the French West Indies.