Richard O. Email & Phone Number

Heathrow Florida

(Veritas separated from Symantec)Served as backline technical support engineer point of escalation for customer issues of enterprise level environments and NetBackup Enterprise data protection software.Specific Accomplishments:• Kepner-Tregoe (KT) Training and Certification for formal troubleshooting and decision analysis.• Training facilitator to present topics of interest and formal training programs.• Mentoring of frontline engineers to ensure their continued… Show more (Veritas separated from Symantec)Served as backline technical support engineer point of escalation for customer issues of enterprise level environments and NetBackup Enterprise data protection software.Specific Accomplishments:• Kepner-Tregoe (KT) Training and Certification for formal troubleshooting and decision analysis.• Training facilitator to present topics of interest and formal training programs.• Mentoring of frontline engineers to ensure their continued technical and professional growth.• Participated in initial rollout of Symantec NetBackup 6.5.5 through 8.3 product releases.• Specializations in network troubleshooting, VMWare, Hyper-V, Enterprise Vault, OpsCenter and encryption features (MSEO, KMS) of the NetBackup Enterprise product family. Show less

Heathrow Florida

Served as business critical / advanced engineer technical support point of escalation for customer issues of enterprise level environments and NetBackup Enterprise data protection software.Specific Accomplishments:• Consistently recognized as top performer for customer satisfaction – “Bravo Zulu” awards for perfect customer satisfaction rating.• Kepner-Tregoe (KT) Training and Certification for formal troubleshooting and decision analysis.• Participated in initial rollout… Show more Served as business critical / advanced engineer technical support point of escalation for customer issues of enterprise level environments and NetBackup Enterprise data protection software.Specific Accomplishments:• Consistently recognized as top performer for customer satisfaction – “Bravo Zulu” awards for perfect customer satisfaction rating.• Kepner-Tregoe (KT) Training and Certification for formal troubleshooting and decision analysis.• Participated in initial rollout of Symantec NetBackup 6.5.5 through 7.6 product releases.• Specializations in network troubleshooting, VMWare, Hyper-V, Enterprise Vault, OpsCenter and encryption features (MSEO, KMS) of the NetBackup Enterprise product family. Show less

* Support Symantec's new Software as a Service (SaaS) program, the Symantec Protection Network - the first components of which are Symantec Online Backup and Symantec Online Storage for Backup Exec. * Serve as a point of escalation for technical support issues.* Acknowledge and schedule network outages to minimize customer impact. * Assist in developing knowledge base and other documentation. * Responsible for oversight of day-to-day activities for Network Operations… Show more * Support Symantec's new Software as a Service (SaaS) program, the Symantec Protection Network - the first components of which are Symantec Online Backup and Symantec Online Storage for Backup Exec. * Serve as a point of escalation for technical support issues.* Acknowledge and schedule network outages to minimize customer impact. * Assist in developing knowledge base and other documentation. * Responsible for oversight of day-to-day activities for Network Operations Center* Support business continuity for two redundant data farms with a total capacity of over 140 terabytes. * Provide customer facing support regarding installation, operation, and maintenance of SaaS product line with maintaining SLA requirements. Show less

* Responsible for management of Service Level Agreement team in all aspects of operation* Established, maintained, and managed procedures for all aspects of life cycle maintenance.* Assisted in maintaining and supporting established quality control and configuration management policies for operating system images, software and hardware installations. * Responsible for overseeing deployment, warranty support, and recovery for an average of $2 million per fiscal year in assets… Show more * Responsible for management of Service Level Agreement team in all aspects of operation* Established, maintained, and managed procedures for all aspects of life cycle maintenance.* Assisted in maintaining and supporting established quality control and configuration management policies for operating system images, software and hardware installations. * Responsible for overseeing deployment, warranty support, and recovery for an average of $2 million per fiscal year in assets, covering approximately 2,000 desktop computer systems, laptops, printers, scanners, servers, and network hardware.* Performed daily operational planning for installations and warranty repair work and advanced forecasting of installations for determining manpower requirements.* Coordinated with customer IT personnel to ensure all scheduled work orders were performed in a timely manner by Pomeroy personnel.* Responsible as single point of contact for all issues between county and Pomeroy. Show less

* Responsible for management of over 120 workstations and servers under a Macintosh and Windows networking environment valued in excess of $1 million.* Assisted in maintaining and supporting established quality control and configuration management policies for software production efforts, including both local and Internet network production environments. * Maintained and developed inventory tracking systems for company and Government Furnished Equipment assets. * Developed and… Show more * Responsible for management of over 120 workstations and servers under a Macintosh and Windows networking environment valued in excess of $1 million.* Assisted in maintaining and supporting established quality control and configuration management policies for software production efforts, including both local and Internet network production environments. * Maintained and developed inventory tracking systems for company and Government Furnished Equipment assets. * Developed and maintained procedures for maintenance and operations streamlining for the IT department.* Determined system specification requirements and planned, designed, developed and implemented solutions to the individual needs of training systems, including networked electronic classrooms and distance learning centers for external customers valued in excess of $5 million. Show less

* Assisted in the supervision of 12 lab assistants * Provided help desk support and training of assistants.* Provided application training and assistance to university students* Integrated 50 Windows NT and Macintosh workstations. * Implemented security and license monitoring software. * Created custom configurations for software packages and operating system for academic lab use.

* Coordinated and directed five different Department of Defense organizations, covering more than 25 people, to produce a report based on over a year’s worth of research.* Supervised as many as six individuals in daily operations for more than four years. * Responsible for maintaining and operating intelligence equipment valued in excess of $20 million.* Developed training programs and training material to include study guides and standardized testing for mission critical… Show more * Coordinated and directed five different Department of Defense organizations, covering more than 25 people, to produce a report based on over a year’s worth of research.* Supervised as many as six individuals in daily operations for more than four years. * Responsible for maintaining and operating intelligence equipment valued in excess of $20 million.* Developed training programs and training material to include study guides and standardized testing for mission critical operations. * Certified as trainer/instructor and evaluator and recognized as unit’s Subject Matter Expert.* Achieved rank of E-5, awarded Joint Service Achievement Medal, Air Force Commendation Medal. Served over 160 days at sea. Show less

Bs, Information Technology / Information Systems Security, 3.96

Activities and Societies: Epsilon Pi Tau - Delta Sigma chapter

Associates, Computer Networking

While attending LSCC, I worked part-time in the Public Affairs office doing desktop publishing and press releases on a Macintosh computer.

Completed, Russian (Basic)

Completed 42 weeks of intensive Russian language studies.

Computer Science

Activities and Societies: USAF ROTC Completed approx 45 hours coursework