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The Vaillancourt Family

MICHAEL J. VAILLANCOURT

SUMMARY

·         Excellent customer service, communication and problem solving abilities; more than 15 years experience in providing superior service to customers, co-workers and subordinates

·         Goal-oriented with superior record of surpassing expectations

·         Up-to-date knowledge and skills in the information technology industry

·         Experienced in Linux/UNIX technical support, systems administration and Fortune 500 account management

·         Familiar with Cisco IOS and network design.

·         Working background in training off-site support organizations

·         Trained and experienced in management; have supervised as many as 250 team members, including training, performance reviews and scheduling

EDUCATION

ECPI College of Technology, Virginia Beach, VA

Pursuing an Associates of Science Degree in Computer Information Science

Concentration:  Network Security                    GPA: 4.0

Expected date of graduation:  June 2010

Related Courseware: Cisco router and switch, Subnetting, Variable Length Subnetting.

Awards: Dean’s List

CERTIFICATIONS 

RHCE (Red Hat Certified Engineer), 1999, Red Hat Inc. Durham, NC

RELATED EXPERIENCE

Red Hat Inc., Durham, NC

Professional Services Consultant/Team Lead, August 2000 – August 2001

·         Managed Fortune 500 accounts integrating Red Hat Linux into product offerings

·         Incorporated updated and new driver software into the Red Hat Linux Kernel as well as the mainstream Linux kernel

·         Resolved systems software problems in all versions of Red Hat Linux

·         Organized the partner support team for Red Hat, Inc.

·         Account management including conference calls, logs or tracking sheet for all issues, facilitating  correct pricing

Linux Technical Support, December 1998 – August 2000  

·         Resolved Linux installation problems on a variety of hardware platforms

·         Responsible for contract based telephone support on post installation and configuration issues, including Samba, NFS, NIS, Firewall, DNS, etc.

·         Helped develop the "Red Hat Ready" hardware certification program

·         Trained third party support organizations on all aspects of Red Hat software

·         Implemented the initial support phone team at Red Hat, augmenting email based installation support

Linux Technical Support/Internet Support, May 1997 – December 1998

InfoMagic, Flagstaff, AZ

·         Resolved Linux installation issues on multiple Linux distributions including Red Hat, SuSE, Slackware, and Debian

·         Provided support for the InfoMagic Work Group Server, a customized Red Hat 4.1 distribution

·         Maintained online support resources including email support, website information, and ftp support

·         Supported internet connectivity for many platforms including Linux, Microsoft, and Macintosh

·         Maintained Internal UNIX, Windows NT and Windows 95 network

·         Assisted in production of CD-ROM products including "Linux Developers Resource" and "Linux Archives" 

Onsite Computer Technician May 1997 – December 1998

InfoExpert, Flagstaff, AZ

·         Specialized in computer hardware and software troubleshooting

·         Installed and upgraded various hardware and software components

·         Worked with small business networks including Windows NT and Novell

·         Provided ongoing support to Local Area Network (LAN) clients

OTHER EXPERIENCE