Daniel F. Van Der Werken, Jr.
7 Washington Road Scotia, NY 12302 (518) 372-0983 danvdw03@hotmail.com
Professional Summary
Twenty months software development experience at an Internet ASP. Architected and successfully deployed two Microsoft .NET user control assemblies one to view Microsoft Office documents on the web and the other to view image files on the web. Designed and created setup routines for the offline product and specialized .NET Framework installer using InstallShield. Worked with Oracle 10g servers. Maintained and modified extensive PHP code-base. Key player in the PHP 4.3 to PHP 5.05 conversion for the entire site. Eleven years top-tier (levels 2, 3 and 4) customer support, including nine years critical problem resolution. Areas of expertise include MS-DOS, Microsoft Mail for PC Networks (messaging), Schedule+, Office products (Word, Excel, PowerPoint), networking to include TCP/IP and extensive network trace reading and analysis, all versions of Microsoft Windows (workstations and servers) up through Windows 2003 Server. Broad knowledge of Internet protocols (HTTP, FTP, HTML), working experience with Internet Information Server (IIS Web Server), Internet Security and Acceleration (ISA), and SQL Server. Incredibly in-depth knowledge and experience with all versions of Internet Explorer 3.x and above to include code-level knowledge. Comprehensive customer support experience including calming-down and working with extremely hot/high-profile issues, customer on-site visits, overnight problem (24 x 7) solving sessions, and immediate problem response to politically charged issues. Mentor and trainer for other customer service professions around the world (including professionals from France, Korea, Australia, Canada, India, England, and Japan). Excellent team player.
Technical Skills
* C/C++ * Visual Studio/Visual .NET * .NET Framework
* .NET and C# * Network Protocols & Analysis * UNIX/Linux Experience
* Web Client/Internet Explorer * Web Page Design * ASP .NET Development
* Debugging * Setup Technologies * x86 Assembler
* TCP/IP FTP DHCP DNS WINS *MCSE/MCP Certifications * CISSP Certification
Professional Experience and Accomplishments
E M P L O Y M E N T
* Software Developer, Consultant/Contractor, February 2006 present.
o Position Summary. Software Developer -- modified .NET user control for GZIP-based web compression, performance enhancements and bug fixes. Resolved critical PHP bugs. Installed systems upgrade for IBM RS/6000 AIX-based banking application. Wrote NSIS-based setup routines for Windows-based upgrades. Upgraded InstallShield installer for .NET 2.0. Worked on-site client problem resolution.
* Software Developer, Amici LLC, Albany, NY, October 2004 February 2006.
o Position Summary. Software Developer architected, researched, designed, and implemented Microsoft .NET user control for an Application Service Provider (ASP). Wrote this user control in C# using COM Interop technologies and Platform/Invoke for WININET.DLL. The .NET user control provides critical document viewing and management services for extremely large law firms. Designed and implemented the redaction code for the image viewer. Developed InstallShield 11-based installer to provide a web-based .NET Framework installation and configuration for online clients. Converted PHP 4.3 code-base to 5.05. Prototyped an ASP .NET web solution for viewing image and Microsoft Office documents from any browser on any system.
* Escalation Engineer, Microsoft, Charlotte, NC, January 1993 March 2004.
o Position Summary: Escalation Engineer highest level of customer and technical support at the Microsoft Corporation. In a support organization of approximately 5,000 employees, only about 100 are Escalation Engineers. Escalation Engineers take the most difficult and otherwise unsolvable technical or customer-critical issues and resolve the issues to the customers satisfaction by one means or another. Methods of accomplishing this main goal include:
* Using expert trouble-shooting skills honed by many years of working with customers on the phone, in the field, and in teleconferences to pin-point the issue and provide a solid action plan for resolution.
* Expert and detailed Schedule+ support. Detailed and extensive Exchange client support.
* High-level knowledge of Office 97, Office 2000, and Outlook up to and including debugging and building components as needed to solve the most difficult issues.
* Client/Server knowledge including administrative setup technologies (SMS, login scripts, etc.) and client/server and server-setup configurations.
o Accomplishments include:
* Providing code fix suggestions and writing code fixes for the Microsoft Internet Explorer product. These code fixes have impacted hundreds of thousands to millions of customers world-wide. Product code includes Windows for Workgroups 3.11, Windows 95, Office, Windows NT, Outlook, Outlook Express, Schedule+, Windows XP, Windows 2000, and Windows 2003.
* Working with Independent Hardware and Software Vendors (IHV and ISV) to identify areas of Microsoft product code for incompatibilities thereby saving each IHV and ISV thousands of man-hours of work and hundreds of thousands to millions of dollars each on development and distribution costs.
* Leading and managing Microsoft-customer conference calls, providing clear and decisive action plans satisfying to the customers needs, and receiving multiple letters of appreciation and recognition from both internal Microsoft and external customers.
* Wrote GUI-based and command-prompt-based applications to solve customer issues including utilities that shipped with the Microsoft Mail for PC Networks Resource Kit,. Compiled hundreds of setup packages using the IEXPRESS technology. Wrote special trouble-shooting logging into application binaries, and compiled Windows NT, Windows XP, Windows 2000, Windows 2003, and Internet Explorer.
o Responsible for:
* The development of training plans, training coursework, labs, and, training web-sites, to include a video presentation used world-wide to train new support professionals.
* High customer satisfaction ratings for work performed on otherwise deemed unsolvable problems including traveling to Luxemburg to solve software installation issues for the European Community headquarters.
* Mentoring, development, and training of new-hire Escalation Engineers as well as on-going mentoring of support professionals.
* Designed and wrote troubleshooting documentation for various products for lower-level support professionals to use in daily issues.
* Authoring over 200 Microsoft Knowledge Base (KB) articles including publicly documented KB articles used by large enterprise corporations world-wide.
* Officer. United States Air Force, September 1984-September 1992.
* Position Summary: Officer in the United States Air Force as an electrical engineer in the systems acquisition field. Responsible for radar-based systems in a flight test engineering group, program management for an Identification Friend or Foe program, research for space-based optical systems, and management of research programs
Education and Specialized Training
The Learning Tree International January 2006
Enterprise Web Development with .NET: Hands-On -- course number 506 Passed Course Exam
Air Force Institute of Technology Wright Patterson Air Force Base, OH 1987 1988
Master of Science in Electrical Engineering
Critical Course Work Included:
Research and Thesis: A Robustness Analysis of Moving Bank Multiple Model Adaptive Estimation and Control of a Large, Flexible Space Structure.
Stochastic Estimation and Control Theory.
Writing and running computer design simulations written in FORTRAN on a Super Minicomputer.
Technical Writing and Public Speaking.
Linear Algebra, Classical and Digital Controls, Navigation Controls Design.
Virginia Polytechnic Institute and State University Blacksburg, VA 1980 - 1984
Bachelor of Science in Electrical Engineering
Successfully completed and passed the Engineering-in-Training (EIT) test in 1984.
