• Experience administering, UNIX/Linux based systems (FreeBSD, Digital Unix, SunOS, Solaris, and RedHat), Windows NT and Windows 2000

• Experience troubleshooting web hosting related issues (including but not limited to POP, SMTP, packet routing, DNS, FTP, HTTP and SSL).

• Basic knowledge of HTML

• Basic understanding of PERL, MySQL and PHP

• Experience in the configuration and troubleshooting of Microsoft SBS (Small Business Server) client and Active Directory

• Expert Customer Service

   

  Employment History

January 2003 - Present                                                       

Licenced Massage Therapist

• Provide customized body work based on client needs.

• Build client relationships.

• Assisting in training new hires on spa protocol and sales techniques.

• Employed in high end spa locations

• Owned, managed, and marketed my own business.

January 2000 – September 2002                

Internet Systems Engineer & Systems Administrator

• Proactive management and administration of customer and infrastructure systems.

• Provide escalation support for front-line support teams.

• Root-cause analysis of reoccurring issues.

• Create and maintain knowledge-base articles for problem resolution.

• Managed a project focused on availability reporting for Windows-based server farm. Weekly conference calls with Microsoft to discuss downtime (blue screens, service packs, hotfixes, etc)

October 1, 1999 - January 2000       

Web Hosting Senior Support Representative

• Working as a junior-level manager, reporting directly to a Team Supervisor, for a team of phone representatives.

• Monitoring assigned department ‘trouble-ticket’ queues via the internal database on a daily basis. Providing feedback to management as to the training needs of the group.

• Mentoring for phone representatives as a source of technical expertise and training.

• Provide assistance via phone to customers in an escalated call atmosphere for both technical and supervisory related situations (2^nd level support).

• Work directly with systems engineers on difficult issues.

• Contact for VAR (Value Added Reseller) and third party vendors, providing technical support and assistance for them and their customers.

March 21, 1999 - June 1999                       

Web Hosting Customer Service Representative

• Provide front-line customer service via phone, email and faxes for the customer service department.

• Administrating and assisting customers in account related issues for Mindspring/Netcom hosting customer-base.

August 30, 1998 - February 1999

Contractor

• Answer phone calls, register training courses for Andersen employees

• Deal with software and hardware requests, pc upgrades, etc.

• Use of Windows 95, and Lotus Notes 4.5

               Education
 

 2002-2005           Texas Massage Institute                                                                 

Skilled Touch (with Honors) (January 2002)

• Swedish Massage, Sports Therapy, Trigger Point, Deep Tissue, Myofascial Release, and Shiatsu.

2003-2005           Parker Chiropractic College                                                         

Private Human Dissection Training

• Assisted extensively with cadaver dissection in preparation for gross anatomy continuing education classes. Training included dissection strategies and gross anatomy lab protocol.

• 100+ hours

1995-1997              Keller High School               

        G.E.D. (April 1997)

• National Honor Society Member

• Key Club Member