To contact me, send an email to "resumeontheweb" at this domain dot com.

My experience in Business Service Management Solutions using BMC's SMS software was lacking real world experience. I took on support group project responsibilities to create process and workflow logic that are inherent to each company no matter how big or small. Eventually my goal is to be able to create a design on how companies should manage their infrastructure. Currently I am focusing on the enterprise level business processes so that I can take advantage of my experiences at Dell, BMC and the US Military and get a clear understanding on the processes and methods that take start-ups to giants. Having achieved this objective I am now ready to continue working with customers of BMC's products.

 
 

June 2010 - present day: BMC Software AtriumCore Support TeamLead

  • Leading a group of support engineers that support AtriumCore components.

December 2008 - June 2010: BMC Software - Backline Senior Support Engineer

Backline senior support engineer for the BMC Remedy Atrium Suite of products covering all platforms and all databases worldwide.
BMC Podcast show: The Nitty Gritty of a BMC Atrium Core CMDB Installation, with Daniel Hudsky
 

September 2005 - December 2008: E2open - Senior Support Engineer

  • Senior support engineer residing over 3 data centers.
  • Development of support portal which combines system event management with notification systems.
  • Development of internal and extrnal (customer) notification schemas. This project is done in php with MySQL database backend.
  • Responsible for notification logic and automation of troubled applications and system availability.
  • Serena TeamTrack administrator.
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    March 2003 - September 2005 : BMC Software - Staff Technical Support Level 2

    BMC Product Support of the following products:
  • Impact Manager (MCell) versions 2.1 through 5.1, Web Impact Console/Server, Remedy ARS + Help Desk integrations with Impact Manager, Impact Explorer Server(IXS/MCCS), Impact Explorer. BMC Portal 5.1 with CMDB, Patrol Portal and Impact Portal technology.
  • Patrol Integrations (mcxp, II4P). Master Cell Integration with Remedy (MCER) configuration.
  • Enterprise Service modeling with relationships to network management.
  • Attend meetings with Development and Product Group Engineers to provide early feedback and to forecast results on service modeling issues.
  • Internal BMC Support Website. While this function is almost vital in the skill set of support engineers, I believe that it's worth mentioning.
  • Platform focus on all Unix, Linux and Microsoft Operating systems.
  • Rack mounted server setup and configuration.
  • Quality assurance of software before GA (final release) of software solutions.
  • Managing of customer issues, identifying and tracking of bugs and offering solutions. Working closely with development teams to bring in timely resolutions.
  • International co-ordination of events and technical support issues.
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    Dec 1999 - March 2003 : Technical Customer Relationship Level 2 Lead (TCRM L2)

  • IT Masters Product Support and the following products; Tivoli Framework, Tivoli Enterprise Console, Remedy ARS + Help Desk, Master Cell, Master ARSuite, ARS Plus 4.x and Event Management to Help Desk integrations.
  • Designer and Developer of IT Masters Support Website.
  • Platform focus on Unix, Microsoft Operating systems, Linux. Network protocols and network event management.
  • Rack mounted server setup and configuration.
  • Quality assurance of software before, during and after GA (final release of software).
  • Managing of customer issues, identifying and tracking of issues and offering solutions working closely with development teams to bring in timely resolutions.
  • TeamShare administrator.
  • International co-ordination of events and technical support issues.
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    Aug 99 - Nov 99: Dell Engineering Software Test Lab. Unix, NT4.0, Win98SE and Win2000. Austin, TX

  • Testing of Software and Hardware with Dell portable platforms. This would include network connections, multimedia, games. Functional testing of operating systems such as Win2000, NT4.0, Win98SE and portable systems.
  • Following test cases and writing up issues in Lotus Notes database.
  • Dec 96 - Aug 99 : Level 2 Technical Support @ Dell Computer Corporation. Round Rock, TX.

  • Written a Product Form Guide for Dell's Resource/Driver CD-ROM for Inspiron line of business. I also made a functioning prototype of this CD and turned it in to Product Group which then became the model for today's Resource CD. (Reference: Jacques Marshall, Frank Williams, Stacy Lineberger)
  • Escalation point for 1st line Technical Engineers.
  • Project management and data collection for new products before they become available to the market. (Early Life Support).
  • Attend meetings with Product Group Engineers to provide early feedback and to forecast results on system issues.
  • Take part in Internal Website maintenance (Latweb). Provide updates, installation procedures, tear downs with photo images on Dell products.
  • Test and offer support on 3rd party products. Mainly targeting the application of Dellware's 3rd party items with Dell products.
  • OS supported: DOS 6.x, Win 3.1, WFW 3.1, Win95, Win95 OSR1-2.1, WinNT3.5,WinNT4.0, Win98, Win2000
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    Dec 95 - Dec 96 Senior Technical Support Engineer @ 1-800-Support Partners (Cornerstone) Austin, TX.

  • My duties were to provide 1st line customer support to multiple IBM clone companies. (Micron, Zeos, Texas Instruments, Compaq, Olivetti and Panasonic)
  • OS supported: DOS 6.x, Win 3.1, WFW 3.1, Win95, WinNT3.5,WinNT4.0
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    July 95 - Dec 95 2nd level Technical Support Engineer (Mentor)@ Unisys Austin, TX.

  • Coach and technical support 1st line call technicians supporting MS Win95 Operating System.
  • OS supported: DOS 6.x, Win 3.1, WFW 3.1, Win95, WinNT3.5,WinNT4.0
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    1993 - 1995 Cooperative Computing Industries Austin, TX.

  • Media Production Assistant
  • Production of CD-ROMs, Tapes
  • Unix Database Maintenance, backups.

  • 1985-1988 US-ARMY Ft.Hood, TX.

  • 11M Bradley Gunner(E4 Corporal). 241st Company 2nd Armored Division "Hell on Wheels"
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    Education

    1988 - 1991 ACC Austin, TX
  • Associates Degree in Liberal Arts (linguistics). German, Russian
  • In 2003 I attended evening college courses and studied C, C++, Perl, Unix (total of 5 semesters and then self study)
  • 1985 William Bryant High School Graduate
  • Queens, NY. Top 10% High School Graduate
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    Operating Systems Experience:

  • All Microsoft (DOS 6.x, Win 3.1, WFW 3.1, Win95, Win95 OSR1-2.1, NT3.5, NT4.0 WS & Server, Win98, Win2000, WinXP, Windows 2003). Linux (favorites Red Hat and Suse),IMB's AIX(favorite), Sun's SunOS, Mac OS10, HP's HPUX.
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    Software Experience:

  • Macromedia Flash, Visual Basic, C++, Windows DOS Batch files, TeamShare Administration, Shell Scripting, Perl, Tivoli, Remedy, Event Management Integrations to HelpDesk applications, Linux, Unix, PHP, MySql, Image processing, HTML, XML.
  • Daniel Hudsky

    Languages in order of experience:

    Czech (native), Russian, German, English.