Walter Boyd Email & Phone Number

United States

Colorado Springs, Colorado Area

• Technical Support Analyst III, Fusion SCM Cloud Support
• Provide technical support to Fusion Cloud Supply Chain Management customers via My Oracle Support (web) and phone
• Create and publish customer facing and internal Knowledge Management (KM) documents to aid with troubleshooting and issue resolution
• Troubleshoot issues via web, online web conference and phone, and coordinate communications between customer and internal product and development teams
• Log defects for issues requiring code fixes from development, and request patching for customer environments

• Developed training materials and Knowledge Base articles for the support team, increasing call and case closure efficiency by 25%
• Provided technical support to customers and partners via phone and email for NetScout AirMagnet products
• Managed support cases using SalesForce to ensure timely recording, tracking, and resolution of customer issues
• Provided configurations, troubleshooting, fault isolation and root cause analysis for technical issues
• Interacted with other Technical Assistance Center team members and development teams at peer level for issue resolution
• Traveled to NetScout offices in Plano, TX in order to provide training to team members there

• Positions held: Material Review Board (MRB) Material Handler IIDuties:
• Manage Return Material Authorization (RMA) process for returning parts to vendors
• Verify counts of on-hand inventory for quarterly PI (Physical Inventory) audits
• Manage process flow for all material through repair MRB based on disposition and requirements metrics
• Manage reduction of on-hand inventory in MRB from above $1 million to below $100 thousand

• Positions held: Shipping and Receiving warehouse clerk, Silicon handlerDuties:
• Received, counted, verified and stocked inventory
• Fulfilled and delivered orders to Fab from warehouse
• Received, stocked and handled silicon for production requests
• Managed inventory reporting and control using WIINGS, WISARD, SAP and Excel programs

• Positions held: Infantry Squad Leader, Team Leader, Gunner, Rifleman, Driver, ArmorerDuties:
• Trained lower enlisted in first aid, field sanitation, communications equipment, physical fitness and weapons and tactics
• Counseled soldiers on performance, attitude and career development
• Two real-world deployments to Kosovo (7 months) and Iraq (13 months)o Vehicle patrols, convoy security, and point man for foot patrolso Conducted searches for and seized weapons, munitions and contrabando Made arrests.
• Drove and maintained various military vehicles (HMMWV, 5-Ton, Bradley Fighting Vehicle, M113)
• Maintained company arms room and logistics during field deployment and recovery

• Positions held: Product picker/packer, Shipping Manager Duties:
• Printed, picked and packed product orders
• Input orders into shipping system
• Arranged UPS and freight pick-up of orders

Master Of Science (Ms), Management: Information Systems Security

Bas, Computer Systems Security

Aas, Criminal Justice-Investigations/Management

Attendence includes seven year break due to military service. Graduated Magna Cum Laude.