Resume

Robin D Young 906 Arbormoor Placerobindyoung@bellsouth.net Lake Mary Florida 32746(321) 948-0961

Expertise:

Senior Technical Support Engineer (5 Years):

In this role, I have been responsible for managing multiple projects for L3 Mobile-Vision, including:

Technical Account management for several of our larger customers:o Orange County CAo Dallas TXo Wyoming Highway Patrol

As a technical account manager, I am responsible the customer to provide a higher level of technical assistance:

o Faster response timeso Provide hands on Tier 3 technical assistanceo Coordinate resources to assist with all phases of the projecto Coordinate and manage conference callso Constantly review and offer suggestions to tour customers related to the overall

management of their various systemso Manage and update configuration changes in the servers, wireless network, etc.

Technical Support Mentor for staff at Maitland:

In this capacity, I review the work of the staff, offer assistance to resolve and work through serious technical issues, and provide coaching for our newer staff to assist them as they become more acquainted with the operation of servers, DVR’s, wireless infrastructure, etc.

System Configuration:o Validate that the customer equipment is configured correctly (Operating System,

applications, networking, utilities, etc.)o Recommend any changes that might increase performance or resolve an issueo Work with Engineering to validate know technical issues and initiate system changes

Technical Support Management (10 years):

I have held the position of IT manager and Technical Support Manager at three companies:

L-3 Mobile-Vision, Inc., Maitland Florida cMedia Inc., Maitland Florida Lucent Technologies, Maitland Florida

In each of these positions, I have been responsible for creating and developing a technical support process that provided mission critical deliverables, including:

Staff Hiring and professional development People Management on a day to day basis Managing staff in geographically dispersed locations System Configuration management Customer system implementation:

o Custom configuration of servers and related equipmento Installation of Wireless networkso On-site system installationo Application trainingo Documentation

Creation and development of a help desk to deliver continuing technical support to our customers Customer Relations Management Best Practices ISO 9000 certification

My management style requires complete team involvement, intense process management, and an eye for detail. I always strive to deliver the service that my customers require. My goal is to always go beyond just meeting the job requirements. I set my goals much higher and I build a team of professionals around me who can get the job done. We work hard, we work smart, and we enjoy the results.

UNIX/LINUX System Administrator (26 years):

Red Hat Enterprise Server 4, 5 Red Hat Enterprise Workstation 4, 5 Various Flavors of Linux (Red Hat 6, 7, 8, 9, Suse 6, Fedora, CentOS, Ubuntu, Mint) Sun Solaris 7 – 9 Sun OS AT&T UNIX V5 Release 4 Configuration Management System Virtualization Customized System Partitioning and Package Management Informix, MS SQL, MySql, Postgresql Database Administration Various Windows Operating System Configuration (PC, Server) TCP/IP Networking

Professional Experience:

February 2009 – Present L-3 Mobile-Vision Inc.Maitland Florida

Senior Support Engineer

In this position, I am the level III engineer charged with creating and implementing processes that the entire support and implementation department will use in their daily troubleshooting. This position requires a solid technical background in addition to management skills and customer service skills.I continue to implement much of the process that I was responsible for as a department manager, while using my technical expertise to resole complex issues for our highest visibility customers.

November 2004 – February 2009 L-3 Mobile-Vision, Inc.Maitland, Florida

Manager of Technical Support and Application Training

L-3 Mobile-Vision is one of the premiere In-car digital camera systems and Video Evidence Management application providers in North America. In my capacity as Technical Support and Training Manager, I have been responsible for creating a department that did not exist until I was hired. During this time, I have successfully developed and implemented a process to provide system configuration/testing, installation, training, and follow up technical support for the in-car Digital Video Recorders, and for the Digital Evidence Series video management application. I have been responsible for hiring and managing a team of ten capable support staff who perform installations, application training, and on-going technical support based on the processes that I have put into place.

October 2003 - November 2004 cMedia Solutions, Inc.Maitland, Florida

Manager of Technical Support and Application Development

cMedia Solutions was a startup company that is no longer operating in the business model that I was hired into. I was hired to create a process to provide system configuration/testing, installation, training, and follow up technical support for a Video Ingestion backend that recorded VHS format tapes and converted them to digital format for storage and for use in court. During my year at cMedia, I was actively involved in all phases of the business, and I was able to hire one additional staff member. I left cMedia to pursue other opportunities when the company was no longer willing to pay salaries, health care benefits, and travel expenses on a regular basis.

June 2000 - October 2003 Lucent Technologies Excel Switching DivisionMaitland, Florida

UNIX System Administrator/Manager IT Process

At Lucent Technologies, I was responsible for building, configuring, and maintaining Sun Microsystems Telco UNIX servers and storage RAIDS for the Excel Switching Research and Development team. I was also responsible for implementing corporate policies and processes related to IT management, including initial preparation and implementation of ISO 9000 certification. In October 2002, my entire department was caught in Lucent's downsizing. I was unemployed for one year, during which I kept busy by building home networks, setting up PC's for small businesses, and trading commodities.

December 1986 - June 2000 American Automobile Association (AAA)Falls Church, Virginia/Lake Mary, Florida

Technical Support Specialist III

At AAA, I started as a travel counselor in 1986. In this capacity, I provided travel information for AAA members, including marked routing maps (triptiks), auto and hotel reservations, and other related services. I moved to the Travel Services Marketing and Research department in 1989 as an Application trainer. In this role, I provided application training for AAA club employees across North America. In 1992, I became a Technical Support Specialist. I was responsible for supporting over 100 UNIX servers across the country, and in Canada. I performed UNIX system administration and database administration. As we moved from a UNIX platform to Windows NT servers, I became the primary technical administrator for more than 500 servers at over 100 Club sites across North America. I left AAA in June of 2000 to pursue a position as a UNIX System Administrator for Lucent Technologies.

Intangibles:

Excellent written and oral communication skills Outstanding knowledge of my customers Outstanding relationship with customers and staff Ability to hit the ground running, discover the issues, and determine a game plan for resolution Punctual Prepared for meetings and onsite visits (I always have the tools that I need to complete the tasks

at hand) Solid project management skills Very good conflict resolution skills

Education:

August 1981 – April 1984 Southeastern College Lakeland Florida

Completed 108 of 132 hours in a Bachelor of Arts degree in Theology