Dean Claypool Email & Phone Number

Kennett Square, Pa

• Responsible for maintaining all aspects of system Backup and Disaster Recovery (BDR), using Dell AppAssure. BDR responsibilities include Daily checks of on-site backups and off-site data replication, Monthly virtualization testing, and management of archive client data in cold storage.• Supported client data backups using Mozy.• Supported client hosted email and instant messaging using IceWarp.• Supported client email filtering using Barracuda.• Monitored client systems for issues and preventative alerting using Kaseya.• Monitored and supported client Anti-virus and Anti-Malware solutions including weekly checks of definitions and scan status.• Tracked customer issues using AutoTask.

Wayne, Pa

• Proficiently managed sustaining queue of HP Device Manager thin client management software; tracking all customer reported defects and issues to timely resolution using iMPACT! and HP Quality Center for issue and defect tracking.• Provided advanced level support for critical customer incidents.• Performed user acceptance testing for customer special projects as well as simulated customer infrastructures to test reported defects using VMWare Workstation and VSphere\ESXi.• Provided work-around resolutions for customer issues where appropriate.• Participated as moderator for online customer support forums.• Engaged in product design and usability testing providing many key change suggestions and UI improvement that were implement in final product.• Composed technical white papers and developed multimedia learning materials as well as training materials for live and virtual room classes.• Received award for Outstanding Employee of the Month for excellence in customer service.

Wayne, Pa

Developed master test plans and executed quality and compliance tests for HP TeemTalk terminal emulation and HP Device Manger thin client management software on Windows servers, PC’s and Windows and Linux based thin clients. Conducted manual software testing and investigations for various project using the following types/methodologies:• Software installation and compliance testing• Compatibility Testing• Smoke testing on software builds (pre-release)• Regression testing for new feature builds• User acceptance testing for custom projects• Security testing of smart cards for Windows domain login• Function testing and validation of release software candidates• Performance testing and analysis

King Of Prussia, Pa

Conducted the development and execution of quality and compliance testing of Windows CE operating system and various remote access software packages on thin clients.

King Of Prussia, Pa

Managed software support for various thin client applications and operating systems.• Provided phone, email and in person support as needed for thin client hardware and software applications as well as PC/Server installed management application.• Assisted in resolving connectivity issues for Microsoft Remote Desktop (RDP) and Citrix ICA client/server protocols.• Troubleshoot and resolve various network, VPN and internet connectivity issues.• Diagnosed and resolving issues with network printing, server licensing and issues with various peripheral devices.• Tracked customer issues using various ticket-tracking systems including Goldmine, Cerberus, Remedy and NetSuite.• Documented common issues in support knowledge base and customer FAQ.

Hamilton Twp., Nj

Provided software support for terminal emulation software on PC’s, thin clients and Unix/Linux workstations in a timely manner.

Computer Science

Associate Of Applied Science (A.A.S.), Electronics Technology

Earned A.A.S. Degree in Electronics Technology.

Industrial Arts

High School