Paul Downs is seeking full-time employment with opportunities for growth. He has over 20 years of experience in IT, including customer service, technical support, systems administration, and sales engineering. He is highly skilled in networking, security, and technical presentations. His objective is to find an energetic workplace that offers challenging technology projects.

1. Paul Downs 57 Amherst Ave. Pueblo, Co. paul@cafin8ted.com
Paul Downs
12/11/2016
57 Amherst Ave – Pueblo - Colorado
1-719-582-3091
paul@cafin8ted.com
OBJECTIVES
T o obtain f ulltime e mployment w ith a company that offers
aw esome technology and an e nergetic workplace, w ith g rowth
p otential w ithin the o rganization
SUMMARY
A Highly Energetic and motivated IT professional w ith a d rive
f or all things T echnical. From Smartphone’s to P c’s, and
Ro uters to Switches, I e njoy technology. With over 20 years of
e xperience in the IT world, f rom support to sales, I like w hat I
d o and I am good at it.
EXPERIENCE
C ustomer Service/IT Support
Rad ial (formally Innotrac) – support representative for ARRIS
(Nov.2013 – p resent)
 P rovide users w ith technical support for computer
p roblems
 Do cument network support activities

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 Install or repair network cables
 C reate o r reissue user Instructions. procedures. o r
manuals
 C reate o r update technical documentation for network
installations o r changes
 P rovide telephone support related to networking o r
co nnectivity Issues
 Re sets of p asswords from AD
 Up date software
 P erform adds moves and changes for IT
 Answer incoming calls
 Assess the needs of the customer
 Guide customer to resolution of issue
 T ake o nline p urchase o rders for support as needed
 Keep call times down
 C onsistently make better than 90% o n QA’d calls
 T rack issues and e scalate as necessary
 P rocess RMA’s as needed
 Wo rk w ith minimal supervision to resolve issues
 C onsistently take good notes regarding calls – and
issues
 Log and test Units that have been RMA’d for ARRIS (as a
p art of the returns team)
 Se tup New Labs for Training classes
 Build new systems – and g host them to standard for
sp ecific needs
 P rovide support for a joint effort between ARRIS and
SuddenLink for a WiFi team that e nsures that the e nd
use r – no matter the equipment o r technology and get
co nnected and o nline using the SuddenLink p rovided
WiFi

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Sp irent Communications Sunnyvale
SR T echnical Support Engineer - Backline (March 2006 to
February 2013)
 Manage routed incoming calls f rom Backline support
 C onfigure and define p arameters for installation o r
te sting of local area network (LAN). w ide area network
(WAN). hubs, routers, switches, controllers.
multiplexers, or related networking equipment.
 Ad just network sizes to meet volume o r capacity
d e mands.
 C ommunicate w ith customers, sales staff, o r marketing
staff to determine customer needs.
 C ommunicate w ith system users to ensure accounts are
se t up p roperly o r to d iagnose and solve operational
p roblems.
 C oordinate network operations, maintenance, repairs,
up grades.
 C oordinate installation of new equipment
 De sign. b uild, o r operate equipment configurat ion
p rototypes. including network hardware, software,
se rvers, o r server operation systems.
 De sign. Organize and deliver p roduct awareness.
 skills transfer, or p roduct education se ssions for staff or
suppliers.
 De velop and Implement solutions for Network issues
 Implement and p rovide technical support for voice
se rvices and equipment, such as p rivate b ranch
e xchange, voice mail system, and telecom system
 Re commend changes to improve systems and network
co nfigurations, and determine hardware o r software
re quirements related to such changes
 Document test p rocedures to e nsure replicability and
co mpliance w ith standards

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 Up date automated test scripts to e nsure accuracy
 Install, maintain, o r use software testing p rograms.
 C onduct software compatibility tests w ith p rograms,
hardware, operating systems, o r network e nvironments.
 C ollaborate w ith field staff o r customers to evaluate or
d iagnose p roblems and recommend possible solutions.
 Evaluate or recommend software for testing or b ug
tracking
 Support all Sales Engineers and p resales issues
 Manage d atabase of overflow calls
 Se tup and support customer issues w ith lab e quipment
 Give a continuous stream of communication o n all open
issues w ith updates
 C ontinuing education on equipment and technology to
stay ahead of o ur customer knowledge base
 P rovide support internally w ithin the support team to
he lp w ith calls that may need additional assistance
 C reate and manage internal relationships w ith
Engineering and Marketing to p rovide an e asy influx of
information and knowledge for supported products.
 C over cases from Europe and Asia
 Re produce C ustomer issues and offer the correct
so lution for them to continue testing
 C reate concise b ug reports for e ngineering to reproduce
and f ix
 Give technical speaks to peers and management
Account Executive
Se archTech Solution (Aug2005 to February2006) C ampbell
 P ersonally, interview each candidate (in house)
 C onduct reference o r b ackground checks o n job
ap plicants

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 C ontact job applicants to inform them of the status of
their applications
 De velop or implement recruiting strategies to meet
current o r anticipated staffing needs.
 Inform job applicants of details such as d uties and
re sponsibilities, compensation, benefits, schedules,
w o rking conditions, o r p romotion opportunities
 Interview job applicants to obtain information o n work
history, training, education, o r job skills
 P erform searches for q ualified job candidates, using
so urces such as computer d atabases, networking,
Internet recruiting resources, media advertisements, job
f airs, recruiting f irms, or e mployee referrals.
 P rovide management w ith information or training related
to interviewing, p erformance appraisals, counseling
techniques, o r documentation of p erformance Issues
 Se lect q ualified job applicants o r refer them to
managers, making hiring recommendations w hen
ap propriate
 De termined the best f it of o ver 80 position
 Se t up interviews w ith hiring managers
 P ush the hire through using a p ersonnel relationship
w ith hiring managers
 Build call lists through database and internet searches
 Successfully p laced candidates in contract and f ull time
p ositions
Field Support Engineer - Contract San Jose Tegrity (January
2005 to April 2005)
 Implement Tegrity a, university class archiving of video
aud io d igital information, at large educational

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institutions. (Ex: Santa C lara University, Colorado Tech,
Georgia Tech, West Point Military Academy)
 Up date knowledge and skills to keep up w ith rapid
ad vancements in computer technology
 P rovide technical support to designers, marketing and
sales d epartments, suppliers, engineers and other team
me mbers throughout the p roduct d evelopment and
implementation process
 T e st and verify hardware and support peripherals to
e nsure that they meet specifications and requirements,
b y recording and analyzing test d ata.
 Analyze information to determine, recommend, and p lan
layout, including type of computers and peripheral
e q uipment modifications
 T rain all personnel o n the use of the Tegrity Educational
training system and software
 C reate all necessary XML f iles and link the educational
C MS systems w ith Tegrity Software
 Install and implement Windows 2003 Server w ith IIS and
Windows Media
 Facilitate the integration of MSDE into the network
 T e sting and QA responsibilities for all new software
up dates
 Validate the inside server of the institution w ill reach the
o utside student population
 T rain the student population o n installation and the use
o f the Tegrity Pen
Manager/Operator (Co-owned)
Banana Spin (Internet C afé) (2002-2003)

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C orporate Sales Engineer Campbell, C A
Antara LLC. (January 2001 to April 2002)
 Facilitated all Asia/Pacific & We stern US p re-sales
technical p resentations of a layer 2-3 / 4-7 traffic
g enerators and Network T esting. (FlameThrower)
 C ommunicate w ith customers, sales staff, o r marketing
staff to determine customer needs.
 C ommunicate w ith system users to ensure accounts are
se t up p roperly o r to d iagnose and solve operational
p roblems
 C oordinate installation of new equipment.
 C oordinate network operations, maintenance, repairs, o r
up grades.
 De sign, o rganize, and deliver p roduct awareness, skills
transfer, o r p roduct education sessions for staff o r
suppliers
 De termine specific network hardware o r software
re quirements, such as p latforms, interfaces, bandwidths,
o r routine schemas.
 P lan and modify' p roduct configurations to meet
customer needs
 C ollaborate w ith sales teams to understand customer
re quirements, to p romote the sale of company p roducts,
and to p rovide sales support
 P roven key role in several $200K+ sales contracts and
saving critical accounts.
 Se rved as technical lead/liaison between Antara &
Me rcury Interactive p roduct integration.
 C onducted on-site - customized testing demonstrations,
training, and p roduct installation.
 C reation of technical documents (Whitepapers) and test
p rocedures

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Ne twork Administrator/Manager Redwood Shores, C A.
Breakaway Solutions, Inc., (October 2000 to January 2001)
 Facilitated the management of WAN/LAN network
e nvironment
 Analyze network data to determine network usage, d isk
sp ace availability, of server f unctions
 C onfigure and define p arameters for installation o r
te sting of local area network (LAN), w ide area network
(WAN), hubs, routers, switches, controllers,
multiplexers, or related networking equipment
 C onfigure w ide area network (WAN) or local area network
(LAN) routers o r related equipment
 Do cument network support activities
 Install and configure w ireless networking equipment
 Install network software, including security o r firewall
so ftware.
 Install new hardware o r software systems or
co mponents, e nsuring integration w ith existing network
systems
 Id entify the causes of networking p roblems, using
d iagnostic testing software and equipment.
 T e st computer software o r hardware, using standard
d iagnostic testing equipment and p rocedures.
 C reate o r revise user Instructions, procedures, o r
manuals.
 C reate o r update technical documentation for network
installations o r changes to existing installations
 T e st repaired items to e nsure p roper operation
 T rain user’s m p rocedures related to network
ap plications software or related systems
 Ad ministrator for all VPN access

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 Scheduled all major network downtime for necessary
up grades and/or support related issues
 P erformed b ackups for multiple se rvers on multiple
p latforms
 Maintain e mployee IT asset/inventory tags and security
re lated items for multiple o ut of state satellite locations.
Including, Laptops, desktops, P DA’s
Sr. C ustomer Support Engineer to Sales
Engineer San Jose, C A.
C yber IQ Systems (Formerly Holontech Corp.), (Aug. 1999 to
Oct. 2000)
 T echnical p re-sales p resentation for Load Balancer
(Hyperflow SP800 & XP 1600)
 P rovide technical support to designers, marketing and
sales d epartments, suppliers, engineers and other team
me mbers throughout the p roduct d evelopment and
implementation process
 Analyze information to determine, recommend, and p lan
layout, including type of computers and peripheral
e q uipment modifications
 Analyze user needs and recommend appropriate
hardware.
 Direct technicians, engineering designers or other
technical support personnel as needed.
 De sign test p lans, scenarios, scripts, or p rocedures.
 T e st system modifications to p repare for Implementation
 De velop testing p rograms that address areas such as
d atabase Impacts, software scenarios, regression
te sting, negative testing, e rror o r b ug retests, o r
usability

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 Mo nitor b ug resolution e fforts and track successes
 P lan test schedules o r strategies in accordance w ith
p roject scope o r delivery d ates
 De velop or specify standards, methods, or p rocedures to
d etermine product q uality or release readiness.
 T raining of new Sales Engineers and sales staff.
 Ad ministration of intranet FAQ’s up to d ate, b ug reports
 Hired and managed Staff to maintain a 24-hour coverage
f or the p roduct
SKILLS
 T echnical sales p resentations and demos ( pre-sales and
p ost sales) CxO level experience
 System administration and integration experience w ith
all current Windows Server p latforms
 Knowledge of performance monitoring/management
tools, load b alancers, traffic generators
 In-depth working knowledge and experience of layer 2
through layer 7
 w ith C isco Routers, Management Switches Knowledge
and experience
 WAN/LAN/WLAN networking technologies (TCP/IP, VPN,
802.11a/b/g/n/x)
 Sales and integration of f irewall products, Network

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Se curity, Intrusion Detection, and Vulnerability -
assessment systems.
 P articipated in sales events and trade shows as the
technical expert
 QA re sponsibilities - following Pre-defined test p lans
and creating new test procedures, following b ug
re porting procedures
 Ad ministrative experience w ith Network Security - IDS -
NIDS – Firewalls
 T e sting Using Spirent Test Center an d Spirent's
Avalanche Commander suite of tools and hardware
OTHER
I am C urrently o n a team, handpicked f rom over 7,000
e mployees, 30 sites, and 5 countries. T he Goal of the team is
to help lead and Drive the company into a cohesive unit after a
me rger of three companies into o ne. It’s called the C hange
Ne twork. T he Program b rings us together to allow us to b ring
id eas to the table to help w ith things like C ULTURE, BRAND
and COMMUNITY, in a p ositive manor
T o Date I have been singled o ut as a d riving force of this
te am. I have a Spotlight article w ritten about me , and w as also
asked to do a p resentation regarding the technology I f ound
and implemented to allow other company-wide sites to share
o ur KICK-OFF d ay as o ne community -- T his team includes

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e xecutive level down, and my efforts and drive have been
re cognized b y the e ntire company
I say this to let you know - I have the d rive - and p assion to
no t sit b y - I think out of the box - I look for better w ays - I
lo ve to help, train and resolve...Let my p assion, help add d rive
to your company