Wayne L. Email & Phone Number

Summary: Powerhouse technical support professional with a vast amount of experience in the industry. Skilled communicator with several years of classroom and Zoom/Webex training delivery experience. Have provided support for, and trained users on, Windows/MacOS/Linux operating systems and dozens of apps (third party and homegrown). Skilled technical documenter - have created plenty of product documentation (user and install guides), how-tos, powerpoints, A/V presentations and more. Have provided international support (worked in Australia and the United States supporting customers in multiple timezones). Have provided 24x7 on-call services. Skilled with many network and internet concepts, protocols etc. Very interested in process improvement and knowledge management, including wiki work. Enjoy researching new technologies and improving efficiency. Always seeking to make things better, thinking 'outside the box', and helping customers and my teammates.Skill/experience list: Windows, MacOS and Unix-likes (various Linux flavors incl. Red Hat, Ubuntu, OpenSUSE) and AIX, virtual machine environments (VMware/VirtualBox), networking/TCPIP, WAN optimization (Riverbed), Zendesk, Gainsight, Jira, Confluence, Trello, MS365, Slack, ReferenceEdge, Highspot, Salesforce.com, PagerDuty, technical training, documentation, project and task management, web/CSS development, system deployment (physical and virtual) incl. containers, team management, knowledge management, software solution architecture, process improvement, ticket analytics incl. reporting to senior management, CSAT and NPS surveys.Desired positions and duties:- Technical support positions (senior lead to mgmt level), escalation management- Knowledge Management jobs: wiki, KB articles, forums, tech documentation, LMS, how-to, training presentations- System hardware and software administration - Salesforce, Zendesk, Slack, networking, backups, h/w troubleshooting, VMs- Mentoring support and customer success teamsI'm interested in fulltime employment, happy to work any US timezone hours.

Listed skills include Software Documentation, Enterprise Software, Unix, Operating Systems, and 45 others.