Clifford Anderson - Technical Support Manager

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SKILLS PROFILE

Tech Support guy with over 25 years experience in technical support. Early experience in PCB development, extensive experience with firmware, software and high-level system configuration. Eight years experience in management.

EMPLOYMENT

Locksmith

- Bill's Lock & Key LLC, Cothrons Security Professionals, and Dentwizard International - March 2014 to June 2018

Homes and Businesses

• Rekeyed locks
• Gained entry
• Replaced locks
• Installed deadbolts
• Reviewed security risks
• Set up Master key systems

High Technology Locks

• Installed & configured pushbutton or code locks: Schlage, Kwikset, Alarm Lock - Trilogy, HID, Arrow, KABA - Simplex
• Installed & configured RossLare Security AxTrax AS-525 Access Control Systems and Code Locks

Vehicles

• Gained entry vehicles
• Performed NASTF VIN lookup for lost vehicle keys
• Cut and programmed prox keys

Shop work

• Served customers in shop:
• Cut keys
• Rekeyed locks
• Extract keys
• Open locked boxes
• Documented procedures
• Contacted delinquent customers
• Ordered inventory and custom hardware
• Performed inventory of keys and parts
• Maintained website http://www.billskeys4u.com/index.html

Care Provider

- Brother - Phil - June 2013 to March 2014
Brother dying of cancer, provided care.

• Provided 24 hour assistance
• Administered, managed medications
• doctor appointments, nutrition, medication records and effects, and finances

Tier II Technical Support Liaison

- FreightWatch International - May 2010 to June 2013
Liaison to the Engineering Development Team for CDMA 1X and GSM/GPRS GPS tracking products. Supported C3 divisions in Europe, Asia, Africa, Australia and South America. Kept track of Zendesk tickets.

• Wrote technical manuals and training guides for 12 products in various configurations. Documented the entire tracking platform
• Wrote procedures for all processes: RMA, device programming, device termination and wireless service provider portals

Technical Support Specialist

- Ringdale, Inc - March 2006 to May 2010

• Sole support for over 35 products across 7 product lines in various stages of development.
• Provided troubleshooting, configuration, documentation and pre-sales support for all products: firewalls, mainframe and midrange printer and terminal emulation products, thin clients, terminals, printers, controllers, servers, SQL-Server based Biometric ID-readers.
• Managed Beta testing, and document control for new products.
• Wrote product manuals and FAQs for the website.

Technical Support Manager

- NLynx Technologies - Acquired by Ringdale - August 7, 2002 to March 2006
Provide troubleshooting, configuration, and pre-sales support for all products: firewalls, terminals, printers, controllers, emulation cards, and thin clients. Beta Management for 4 Linux based thin clients. Negotiated contracts with OEM customers. Supervised Technical Support Engineers.

• Managed quality assurance and Beta testing for two thin clients on a shoestring budget

Technical Support Manager

- NLynx Systems - Internal buyout by NLynx Technologies - November 1997 to August 2002
Managed Technical Support Group of 9 Specialists that provided troubleshooting, configuration, and pre-sales support for all products: firewalls, terminals, printers, IBM Mainframe and AS/400 Midrange controllers, emulation cards, and thin clients. Used PuTTY, Ipconfig, Ifconfign, NETSTAT, Traceroute and Wireshark to troubleshoot networking problems.

• Managed quality assurance and Beta testing for two thin clients and two firewall products

Sustaining Engineer / Project Engineer

- Andrew Corporation - Spun off to become NLynx Systems - July 1989 to November 1997

• Provided troubleshooting, configuration, and pre-sales support for IBM Mainframe Channel Interfaces and IBM Midrange AS400 protocol converters
• Negotiated contracts with OEM customers
• Trained Supervised Technical Support and Software engineers in various IBM protocols
• Maintained IBM 4361 mainframe running JES2, CICS, and VTAM
• Maintained IBM Midrange AS/400 running OS/400 and Advanced/36 running SSP
• Maintained DEC VAX VMX system
• Fixed firmware and hardware problems for S/360 FIPS-60 (bus and Tag) channel interfaces, and protocol converters doing EBCDIC, SCS, 3211, ASCII and ANSI conversions.
• Debugged firmware micro code problems in 8X305, 186 and Z80 based products for OEMs
• Negotiated and earned over $100,000 in support contracts as the sole contact and sole programmer

Technical Support Engineer

- KMW Systems Corporation - Acquired by Andrew Corporation May 1985 - July 1989
Provided troubleshooting, configuration, and pre-sales support for IBM Mainframe and Midrange protocol converters.

• Wrote technical notes, troubleshooting guides, and Engineering Action Request procedures. Supervised repairs
• Used Protocol Analyzers and internal products dumps to troubleshoot EBCDIC to ASCII translation problems.

Engineering Technician

- Datapoint Corporation - March 1981 - April 1985
Took engineering schematics and built memory and keyboard/display printed circuit boards to production.

• Assembled hard-wired boards from schematics
• Wrote test programs for memory boards and keyboard/display interfaces
• Performed Quality Assurance on computers
• Taught production line how to test products

EDUCATION

• Southwest School of Electronics
• Austin Community College; Associates Degree - Applied Science Digital Technology

EXPERIENCE

Programming:
8080, 6502, 186, Z80, 68020, 8X305, JCL, HTML, CSS, PCL
Operating Systems:
DOS, Windows 3.1, Win95, Win98, WinXP, Win2000, VMS, OS2, Mac, OS/400, SSP, Unix, Linux, and FreeBSD.
Training/Educational Courses:

• TCP/IP
• Systems Technology Forum - Systems Network Architecture
• TCT Technical Training - How to determine the problem in SNA
• Interactive Management

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