GREGORY WAYNE KIKER
Microsoft Certified Systems Engineer
575 County Road 3986
Jasper, AL 35503
PROFESSIONAL OBJECTIVE: To obtain a challenging, rewarding position in a progressive technology company with opportunities for advancement.
Walker High School, Jasper, AL - Graduated May 1981 with honors.
RETS Electronic Institute Graduated June 1983 with A.S.E.E.
Bevill State College - 1996-1997 - Various Computer Courses (A+ Certification Equivalent)
New Horizons Computer Learning Center – Various Dates/Courses
CED Solutions – Various Dates/Courses
Microsoft Certified Systems Engineer: Security - Microsoft Windows Server 2003
Microsoft Certified Systems Engineer + Internet
Microsoft Windows NT/2000/XP/Vista/7 DICOM
Microsoft Windows NT/2000/2003 Server UNIX
Microsoft SQL Server 6.5-7.0/2000 LINUX
Microsoft Exchange Server Samba
Microsoft Internet Information Server Apache
Microsoft Proxy Server Sybase
Microsoft ISA Server
Microsoft Systems Management Server
TCP/IP Networks and routing,
(DNS, DHCP, WINS, PPTP, VPN)
Etherpeek/Wireshark and other network sniffers
Aspect CallCenter Releases 6 thru 8
Various Aspect CTI/Portal/CRM products
Personnel/Shop Management Experience
20+ years experience with remote and on-site customer relations/support
10 years Telco experience, including cellular, ISDN PRI/BRI, T1/T3, Frame Relay
20+ years of electronic component-level troubleshooting and repair
Computer hardware troubleshooting, upgrading, and repair
Various software packages, far too numerous to list
Significant personnel and departmental management experience, including repair and install shops as well as a medium sized ambulance service. Years of experience dealing with customers, internal as well as external, face-to-face as well as remote, irate as well as delighted.
Knetworx LLC – Owner/Operator (5/2010 to Present) – I started this company to fill a need
where I live, serving high speed internet to un-served and underserved areas of
Winston, Walker, and Cullman counties in Alabama. I built a fixed wireless network from the
ground up that serves nearly 300 customers that would not otherwise have access
to reliable broadband. In addition to
the technical responsibilities, I also handle billing, customer service, and
Varian Medical Systems – Integrated Software Specialist (7/2002 to 1/2011)
Provide remote and onsite support for Varian’s Windows-based Radiotherapy Treatment Planning and Record/Verify software. Also provide similar support for legacy products based on UNIX/LINUX. Project Management responsibilities include pre-sales and pre-installation/pre-upgrade survey, evaluation, planning, scheduling and customer consultation. Participate in and/or support installation and implementation of Varian software at larger, more complex or high-profile customer sites. Work closely with Development and Product Support Engineering to troubleshoot, debug and resolve product issues and insure success of beta/new product version rollouts. Promoted in July of 2003 to National Software Technical Support, a groups which handles 2nd level technical issues and provides support to Varian Field Service and Installation Engineers. This group is also tasked with creation and verification of technical documentation for Varian software products including installation and upgrade procedures for use by Varian Field Service and Installation Engineers.
Knowlagent, Inc. – Title: Sales/Implementation Engineer (10/2000 to 7/2002)
Responsible for completion of responses to pre-sales RFI/RFP's concerning Knowlagent's Contact Center oriented web based training software suite, as well as presentations of product. Also responsible for installation, configuration and support of this product (as well as it's NT/2000/IIS/SQL/MTS platform) after the sale. Responsibilities also included completing various integrations with other callcenter components such as ACD (Aspect, Nortel, Avaya, etc.), Workforce Management (Aspect TCS, Blue Pumpkin, IEX), and Quality Monitoring (Nice, E-Talk, Witness, etc.). Worked closely with Development and Sustaining Engineering to troubleshoot, debug and resolve product issues. Assist customers in resolving environmental issues such as operating system, desktop, firewall and router configuration that hinder successful deployment of the Knowlagent suite. Also responsible for instructing technical personnel to support product.
Paragon Solutions - Title: Software
Implementation Specialist (6/2000 to 10/2000)
Duties similar to Knowlagent (above). Paragon’s web-based e-learning suite was a very adaptable Learning Management System and was marketed to a variety of environments.
Aspect Communications - Title: Systems Analyst (3/2000 to 5/2000) See Aspect below.
Quinton Instrument Company - Title: Network Specialist (3/1999 to 2/2000)
Implemented and provided onsite and remote support for Quinton’s Windows NT networked hemodynamic and digital imaging software and hardware. Project Management responsibilities included pre-sales and pre-installation/pre-upgrade survey, evaluation, planning, scheduling and customer consultation. Planned and executed network layout and installation. Handled 2nd level technical support, Windows NT administration and training on equipment and application issues. Oversaw several successful Novell-to-Windows NT migrations. Successfully upgraded and converted several hospital hemodynamic and image databases (terabytes of data) to Y2K compliant format. This was done on a very tight schedule. (Last two quarters of 99) Worked closely with Hospital MIS personnel to successfully integrate Quinton NT systems and databases with existing hospital networks. Discovered and specified resolutions for post-release bugs in Quinton’s Angiocomm 5.0 Imaging and Archiving Software.
Aspect Communications - Title: Systems Analyst (5/1998 to 2/1999)
Provided remote and on-site hardware/software support to customers and Field Engineers for Aspect's Unix and Windows NT based ACD systems as well as Aspect's CTI hardware and software products. This included troubleshooting problems to local/wide area network, telco, software, or hardware component level.
BellSouth – Title: Technical Specialist (11/1994 to 5/1998)
Responsible for technical phone support and remote test, troubleshooting and debugging of high speed data circuits at BellSouth Business Systems, including T3, T1, Frame Relay and ATM circuits. Prior to this, I managed a cellular service and repair shop for BellSouth Mobility.
PRE-SOFTWARE/COMPUTER NETWORK SUPPORT EMPLOYMENT EXPERIENCE:
These positions date back through my experience as an Electronics Technician (and beyond) and may not be relevant your open position. They are included only to complete my employment history. Greater detail is available upon request.
Horizon Cellular (dba Cellular One) - Title: Service Manager (2/1994 to 8/1994)
Managed 3 cellular service and repair shops.
OKI Telecom - Title: Service Technician (6/1990 to 1/994)
Performed troubleshooting and repair of OKI cellular telephones.
Central Ambulance - Title: Operations Manager, Gwinnett Division (10/1987 to 6/1990)
Managed day to day operations of Central Ambulance’s Gwinnett division.
GEC Avionics - Title: Calibration Technician (1/1986 to 10/1987)
Calibrated and repaired electronic test equipment.
Harris Corporation - Title: Test Technician (4/1983 to 1/1986)
Test, troubleshooting, and repair of military avionics.
Merrill, Lynch, Pierce, Fenner and Smith – Title: Cashier (6/1981 to 4/1983)
Worked full time at this brokerage firm in a support capacity while pursuing my A.S.E.E.
Adcox Drug – Pharmacy Tech (4/1979 to 6/1981)
Worked Part-time as a Pharmacy Tech while in high-school.