Chuck Wilhelm
Northern California San Francisco Bay Area

(415) 902-4543

charly@skunk.net

 

CAREER OBJECTIVE:
Seeking position as RF drive tester and to pursue training in RF Optimizing, Planning and Design

 

PROFESSIONAL EXPERIENCE

 

SE / Sr. Systems Engineer

XO Communications                   2000 through 2004

 

  • Pre and post sales support of enterprise data center and data circuit customers
  • Created turn up procedure documentation for all XO data centers country wide
  • Created XO Communications data center tour script and trained SE’s for tour certification tests
  • Recommended customer data center LAN / server layout and server hardware configurations
  • Created Visio drawings of recommended data center servers and LAN to WAN sites
  • Worked with customers network security needs to create Visio drawings with firewall specs i.e. parallel or serial, ports to allow i.e. SMTP, POP3, HTTP, HTTPS, FTP, Telnet etc.
  • First certified tour guide for XO Communications. Toured high profile customers such as Craig McCaw, Intel, Microsoft and others
  • Familiar with LAN/WAN links i.e. 10/100 over CAT5, DS3 and channelized DS3 over coax, GigE over fiber, OC3-12-48-192 over fiber
  • Familiar with IP subnetting / legal subnet blocks i.e. network, useable, router and broadcast

 

ISP Network Operations Center                                               

XO Communications                   1997 to 2000        (Concentric purchased by XO Communications)

 

  • Monitored data center customers using Netconsole and Enhanced MRTG reporting tools
  • Created HTML online support documentation and sole administrator of SE support Web site
  • Provided customer phone support of ISDN, Frame Relay, T1 & DS3 connectivity
  • Support of customer Ascend ISDN routers - added, deleted and supported connection profiles
  • Opened & closed trouble tickets via Remedy AR database
  • Supported customer's Internet related applications i.e. email and DNS

 

ISP Network Operations Center                                                      

GeoNet Communications             1995 to 1996        (Purchased by Level 3)

 

  • Phone support of customers via Sun Sparc UNIX work stations running Sun Solaris 2.5x
  • Familiar with UNIX based apps i.e. VI editor, email apps ELM and PINE, DNS BIND, nslookup, ping, traceroute, ssh, telnet, ftp,
  • DNS modifications of forward, reverse and named.boot/conf files, 
  • Internic domain registrations and modifications
  • Phone support of above mentioned equipment plus Internet related apps i.e. email and DNS
  • Created online support documentation and account turn-up procedures in HTML/Word/Excell
  • Created account configuration procedure & for T1 and ISDN customers
  • Configured and installed Cisco 1005, 2501, 2514, 2524 and 7500 routers for T1 & T3 service
  • Configured and installed CSU/DSU's i.e. Encore Prelude and ADC Kentrox
  • Configured ISP core router Cisco 7500 serial interfaces for customer IP and subnet info
  • Supported configuration of customer Ascend ISDN routers - added, deleted and supported connection profiles to Radius authentication database

 

ISP Technical Support

XO Communications                          1993 to 1995 (InterNex Inc purchased by XO Communications)

 

  • Supported configuration of all common Internet related applications such as e-mail POP3 clients (Eudora etc.) and SMTP, web browsers (Netscape), news readers, ping, telnet, ftp client, whois, nslookup etc..
  • Supported Ascend 25, 50, 75, 100, 130, 200, 400, 1800 and 4000 routers via UNIX and Microsoft operating systems. Supported TCP/IP stacks for Microsoft Win 95/Win NT, Apple
  • Activation and support of customer accounts via UNIX. Support of configuration profiles for forward / reverse DNS, named.boot, radius database and other ISP related functions
  • Created Tech Support documentation
  • Opened / closed Trouble Tickets via AR (Remedy), Oracle/Jam and Filemaker Pro databases

 

Technical Support Manager                                                                                   

XO Communications                          1992 to 1993 (Tiara purchased by XO Communications)

 

  • Supported Tiara network adapter cards hardware and driver software configuration running under Windows and Novell
  • Supported 10Net operating system installation, trouble shooting and tuning
  • Managed and updated dial up Wildcat BBS running six servers each with quad modem cards

 

Sales Manager / Purchaser / Technical Support Manager                            

QIC Research                                    1987 to 1991

 

  • Created all invoices and documentation used in company
  • Trained sales & support staff via script training in correct system applications and configurations.
  • Selected entire product line, set distribution pricing, maintained all relations with freight carriers and product vendors. Reduced product line from 350 to 170 products lessening burden of training, tech support, inventory and documentation.
  • Managed compatibility and performance evaluations of all new products.
  • Created quick reference and installation guides for technicians and customers
  • Provided hardware support to Novell and Unix installation technicians.

 

 

EDUCATION

 

  • West Valley College / Saratoga, CA
  • Cumberland Perry Technical / Mechanicsburg, PA