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Technical Writer / Language Specialist / Content Specialist Personal Data
Nationality and Date of Birth: Address: Phone and Email: LinkedIn: LinkedIn (Spanish): United States | 29 April 1976 515 East Dean Street, Kent, WA, 98030 (509) 473-9828 | firstname.lastname@example.org http://linkedin.com/pub/ashlar-trystan/5/ba2/a59/ http://linkedin.com/pub/ashlar-trystan/5/ba2/a59/es
After completing the required coursework for my Masters in Discourse Analysis and Classical Studies from the Unviersity of Buenos Aires, I have returned to the United States to move on to the next stage of my career. My extensive technical background together with my linguistic and textual analysis abilities uniquely qualiﬁes me for a position in online production, technical writing, editorial work, or as a documentation specialist. My long history of technical support allows me to continue work in application or software support, or systems engineering.
•Extensive writing experience at the university level •Proﬁciency in multiple languages •Passion for all communmication media •Online media production •Knowledge base and documentation experience •Signiﬁcant technical support experience •Strong, proven leadership and mentoring skills •Undergraduate and Graduate Studies in Discourse and Textual Linguistics •Customer service (front-facing, email, and telephone) and sales experience
Mar 2009 - Jun 2014 Thesis in Progress Master in Discourse Analysis, Universidad de Buenos Aires, Buenos Aires, Argentina Thesis: “Argument Strategies of Ambulant Sales in the Trains of Buenos Aires” | Advisor: Luis París Avg: 8.5/10 Master in Classical Studies, Universidad de Buenos Aires, Buenos Aires, Argentina Thesis: Thesis under Consideration Avg: 8.5/10 Bachelor of Arts in Linguistics, University of Washington, Seattle, WA
Minor in Philosophy
Aug 2010 -Jun 2014 Thesis in Progress
Sep 2006 - Dec 2008
Gpa: 3.43/4.0 Sep 2006 - Dec 2008 Bachelor of Arts in Romance Linguistics, University of Washington, Seattle, WA Senior Essay: “The Development of Second-Person Forms of Address in Spanish” | Advisor: Jurgen Klausenburger
Minor in Spanish
Mar 2011-Apr 2012 Senior Technical Support Engineer at Symantec Corporation, Buenos Aires, Argentina Data Loss Prevention (DLP) product support
Basic Responsibilities: As part of the Advanced (level 3 support) team, I held a leadership role in the organization, and assisted with internal development, training of the members of the Frontline team, and internal support for level 1 and level 2 employees. My duties included working as the Duty Manager on a periodic schedule where I assisted with customer request for escalations during emergency cases. In addition, I was responsible for maintaining the product’s knowledge base. Product Support: I provided support for the Data Loss Prevention suite of software, versions 8 to 11.6. This included basic troubleshooting during installs and upgrades, but was more focused on problems that arose during deployment of the software and components that did not function correctly. Skills Required: Windows XP/2000/Vista/7 (32- and 64-bit), Windows Server. 2003/2008 (32- and 64-bit), Redhat Enterprise Linux 5.2-5.7 (32- and 64-bit), Exchange 2003/2007/2010, Lotus Notes/Domino, Sharepoint, TCP/IP(v4 and v6), DNS, networking topology, HTTP(S) proxy, VPN, DMZ, Active Directory, SMTP, FTP, IM, HTTP(s), NIC conﬁguration, routers/ﬁrewalls/switches, MS SQL, Oracle 9/10/11 DB, Email, LDAP, Wireshark/Packet Capture, log ﬁles.
Sep 2006-Jan 2009
Team Lead at University of Washington Information Technology Service Center, Seattle, WA Formerly known as University of Washington Technical Service Center and UW Computing and Communications / Technical Support.
Basic Responsibilities: I lead a group of 30 students from the university who worked in a call center alongside permanent employees. As one of two with the position, I conducted interviews for new hires and trained new employees; I was responsible for creating and maintaining the policies and documentation of the department, and acted as an intermediary between higher-level management and those under my supervision. Product Support: This department provides support in person, by telephone, and by e-mail. The position entailed many responsibilities, such as resolving high-level account issues, the making of independent decisions in order to satisfy our clients’ needs and the creation of new policies and requirements. The department provides technical support and general computing advice, telephony support, and computer accounts, following policies laid out by the University’s policies. More than 500,000 people receive support, including professors, clinical staﬀ, employees, around 50,000 current students both undergraduate and graduate, and alumni. Skills Required: I provided support in Mac OSX 10.3, 10.4, and 10.5; Unix, Linux, Windows 2000, XP, Vista, and 7; modem and network connectivity; Unix and Linux server accounts; account conﬁguration, requests, and closures: DNS conﬁguration and URL forwarding; and support of internal software.
Mar 2000-Jun 2002
Senior Desktop Support Technician at Silicon Valley Bank, Santa Clara, CA
Basic Responsibilities: In this position, I held the responsibility of supporting 23 branches and oﬃces of the bank, located in three states, requiring travel and the management of expenses. My primary responsibility was to visit each oﬃce as necessary to assure that all services function property and to satisfy other technical needs of the clients. Secondary Responsibilities: As a secondary level of responsibility, I supported a few speciﬁc departments within the bank such as the cashiers, traders, and the exchange department. Skills Required: I gained experience in the support of database connections; conﬁguration and support of PDAs; creation and deployment of hard disk images; support of Windows 95, 98, NT, and 2000; Novell clients, IBM AS/400 support; several versions of the Microsoft Oﬃce suites; and general technical support.
Aug 2004-Oct 2004 Desktop Migrations Technician (Contract Position) at Proactive Business Solutions, Oakland, CA
I provided technical services in the relocation of desktops and post-move technical support for a company that specializes in the outsourcing of technical moves.
Oct 2002-Dec 2002
Team Lead (Contract Position) at United States Navy, New Orleans, LA Navy Marine Corps Intranet Migration Project (NMCI)
I coordinated implementation of the NMCI (Navy Marine Corp Intranet Migration Project) with more than 1000 units in a high-security government environment. The migration consisted in an inventory and the movement of email and data from computers running Windows NT 3.5.1 and NT 4 with Novell Groupwise in a Novell NDS environment to computers running Windows 2000 with Microsoft Exchange in an Active Directory environment.
Jul 2002-Oct 2002
Team Lead (Contract Position) at Northrop Grumman Ship Systems, Avondale Operations, New Orleans, LA Windows 2000 Migration Project
I coordinated the inventory and migration of more than 1000 units in a high-security environment with multiple government, Navy and Coast Guard contracts. The migration consisted in the movement of data from computers running Windows NT 3.5.1 and NT 4 to computers running Windows 2000.
Mar 2009-Oct 2013
Private Tutor at Buenos Aires, Argentina
While studying at the Universidad de Buenos Aires, I supported myself through private tutoring of a number of elementary, juniong high, and high school students.
Oct 2005-Mar 2007 Watch Sales and Merchandiser at Skagen Designs, Seattle, WA
In-store representative for Skagen line of watches at Macy*s Northwest ﬂagship store in Seattle. I travelled to locations throughout Washington, Oregon, and Idaho, providing training and materials to sales associates, and represented the line.
Nov 2004-Oct 2005
Watchs Sales (Commission) at Macy*s West, San Francisco, CA
Provided customer service, sales and servicing of watches in twenty or more makes, requiring familiarity with several thousand watch models.
English: Spanish: Portuguese: French: Italian: Native Speaker Fluent at University Level Lecture at University Level Lecture at University Level Lecture at Intermediate Level
Certification and Training
December December December October September December 2011 2011 2011 2011 2011 2001 System Administration of Red Hat Linux 5, Element K (Skillsoft) Data Communication over TCP/IP v6 Networks, Element K (Skillsoft) Symantec Sales Expert: Data Loss Prevention 11.0 Oracle Database Principles, IT College Argentina Symantec Technical Specialist: Data Loss Prevention 11.0 A+, CompTIA
Writing Samples (English and Spanish): http://uba.academia.edu/AshlarTrystanZickler
Diego Gomez Manager, Data Loss Prevention at Symantec Argentina email@example.com | (+54911) 3680-6943 Assistant Director, University of Washington Information Technology Service Center firstname.lastname@example.org | (206) 685/0907 Senior Computer Specialist, University of Washington Information Technology Service Center email@example.com | (206) 543-2877
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