IBM Internet Security Systems; Sandy Springs, GA

Senior Technical Support Analyst, 2006-present; Technical Support Analyst, 2005-2006

Provided "Tier 2" customer support on the Proventia Multifunction Security Appliance, Proventia Network Mail Security System, and SiteProtector software. Conducted multiple on-site visits to resolve customer issues and provide training. Established relationships with personnel in EMG, QA, Development, and Product Management, and used these resources to improve the quality of information provided to customers. Became proficient at technical troubleshooting, critical thinking, personnel management, technical communication, creative problem solving, effective product training, stress management, dispute management, and managing multiple tasks concurrently. Achievements: Through proactive spot training and weekly incident review, greatly reduced the time-to-close and average incident count for my team by 50%. Simplified troubleshooting of Proventia appliances by creating ProvEdit, a support file analysis tool which has been installed by more than 500 ISS personnel worldwide. Created a volunteer beta review team and a centralized update distribution system, and provided training and documentation for each new program revision. To reduce the number of incorrect hardware RMA shipments and decrease the amount of manual work required to process an RMA, created ProvSerial, an ISS serial number decoder. Continued to work with those involved in RMA processing and delivery to ensure information remained up-to-date and useful.

Microelectronics Research Center, Georgia Tech; Atlanta, GA

CMOS Process Technician / Website Administrator, 2002-2005

Worked as a web developer and Linux system administrator during my cooperative work assignment. Mastered web applications development and learned to apply problem-solving skills to unusual situations. Achievements: Created a collection of web pages to automate the mask request process and reduce submission errors. Reduced equipment downtime by creating a tool to automatically analyze data files and predict failure conditions; as part of this, manually reverse engineered a proprietary binary data format. Developed tools to increase efficiency by automating cumbersome manual procedures.

Georgia Institute of Technology; Atlanta, Georgia

Bachelor of Science in Computer Engineering; Major GPA: 3.19; Deans List

Georgia Tech Lorraine; Metz, France

Study Abroad participant, Summer 2003, Summer 2005

Programming

Substantial programming experience in Java, PHP, and Assembly Language, as well as in C, C++, Matlab, and VHDL. Development experience under Windows, Linux, and Mac OS X. Experienced in the use of version control systems such as Subversion and CVS.

Independent Project Design

Developed a Windows interface for controlling iPod playback; taught a computer to sing "Make a Circuit With Me" using a speech synthesizer; converted a barcode scanner into an object detection system for a robotics competition; constructed a web-based interface for remotely programming a VCR; wrote a program for generating RFC 2445 compliant calendar files based on Georgia Tech class numbers.

Professional Engineering Licensure	Georgia EIT License No. EIT022536
Amateur Radio	General Class License, Callsign W4PGS
IEEE SoutheastCon 2009 Planning Committee	Webmaster, 2008-present
Georgia Tech IEEE Student Branch	Branch Webmaster, 2002-2005
Georgia Tech IEEE Hardware Team	Optical Detection Group Leader, 2004-2005
Student Government Association	ECE Representative, 2003-2004
WREK Radio 91.1 FM	Disk Jockey, 2002-2005