1. Resume
Robin D Young 906 Arbormoor Place
robindyoung@bellsouth.net Lake Mary Florida 32746
(321) 948-0961
Expertise:
Senior Technical Support Engineer (5 Years):
In this role, I have been responsible for managing multiple projects for L3 Mobile-Vision, including:
• Technical Account management for several of our larger customers:
o Orange County CA
o Dallas TX
o Wyoming Highway Patrol
As a technical account manager, I am responsible the customer to provide a higher level of
technical assistance:
o Faster response times
o Provide hands on Tier 3 technical assistance
o Coordinate resources to assist with all phases of the project
o Coordinate and manage conference calls
o Constantly review and offer suggestions to tour customers related to the overall
management of their various systems
o Manage and update configuration changes in the servers, wireless network, etc.
• Technical Support Mentor for staff at Maitland:
In this capacity, I review the work of the staff, offer assistance to resolve and work through
serious technical issues, and provide coaching for our newer staff to assist them as they become
more acquainted with the operation of servers, DVR’s, wireless infrastructure, etc.
• System Configuration:
o Validate that the customer equipment is configured correctly (Operating System,
applications, networking, utilities, etc.)
o Recommend any changes that might increase performance or resolve an issue
o Work with Engineering to validate know technical issues and initiate system changes

2. Technical Support Management (10 years):
I have held the position of IT manager and Technical Support Manager at three companies:
• L-3 Mobile-Vision, Inc., Maitland Florida
• cMedia Inc., Maitland Florida
• Lucent Technologies, Maitland Florida
In each of these positions, I have been responsible for creating and developing a technical support
process that provided mission critical deliverables, including:
• Staff Hiring and professional development
• People Management on a day to day basis
• Managing staff in geographically dispersed locations
• System Configuration management
• Customer system implementation:
o Custom configuration of servers and related equipment
o Installation of Wireless networks
o On-site system installation
o Application training
o Documentation
• Creation and development of a help desk to deliver continuing technical support to our customers
• Customer Relations Management Best Practices
• ISO 9000 certification
My management style requires complete team involvement, intense process management, and an eye for
detail. I always strive to deliver the service that my customers require. My goal is to always go beyond just
meeting the job requirements. I set my goals much higher and I build a team of professionals around me
who can get the job done. We work hard, we work smart, and we enjoy the results.
UNIX/LINUX System Administrator (26 years):
• Red Hat Enterprise Server 4, 5
• Red Hat Enterprise Workstation 4, 5
• Various Flavors of Linux (Red Hat 6, 7, 8, 9, Suse 6, Fedora, CentOS, Ubuntu, Mint)
• Sun Solaris 7 – 9
• Sun OS
• AT&T UNIX V5 Release 4
• Configuration Management
• System Virtualization
• Customized System Partitioning and Package Management
• Informix, MS SQL, MySql, Postgresql Database Administration
• Various Windows Operating System Configuration (PC, Server)
• TCP/IP Networking

3. Professional Experience:
February 2009 – Present L-3 Mobile-Vision Inc.
Maitland Florida
Senior Support Engineer
In this position, I am the level III engineer charged with creating and implementing processes that the
entire support and implementation department will use in their daily troubleshooting. This position requires
a solid technical background in addition to management skills and customer service skills.
I continue to implement much of the process that I was responsible for as a department manager, while
using my technical expertise to resole complex issues for our highest visibility customers.
November 2004 – February 2009 L-3 Mobile-Vision, Inc.
Maitland, Florida
Manager of Technical Support and Application Training
L-3 Mobile-Vision is one of the premiere In-car digital camera systems and Video Evidence Management
application providers in North America. In my capacity as Technical Support and Training Manager, I
have been responsible for creating a department that did not exist until I was hired. During this time, I
have successfully developed and implemented a process to provide system configuration/testing,
installation, training, and follow up technical support for the in-car Digital Video Recorders, and for the
Digital Evidence Series video management application. I have been responsible for hiring and managing
a team of ten capable support staff who perform installations, application training, and on-going technical
support based on the processes that I have put into place.
October 2003 - November 2004 cMedia Solutions, Inc.
Maitland, Florida
Manager of Technical Support and Application Development
cMedia Solutions was a startup company that is no longer operating in the business model that I was
hired into. I was hired to create a process to provide system configuration/testing, installation, training,
and follow up technical support for a Video Ingestion backend that recorded VHS format tapes and
converted them to digital format for storage and for use in court. During my year at cMedia, I was actively
involved in all phases of the business, and I was able to hire one additional staff member. I left cMedia to
pursue other opportunities when the company was no longer willing to pay salaries, health care benefits,
and travel expenses on a regular basis.

4. June 2000 - October 2003 Lucent Technologies Excel Switching Division
Maitland, Florida
UNIX System Administrator/Manager IT Process
At Lucent Technologies, I was responsible for building, configuring, and maintaining Sun Microsystems
Telco UNIX servers and storage RAIDS for the Excel Switching Research and Development team. I was
also responsible for implementing corporate policies and processes related to IT management, including
initial preparation and implementation of ISO 9000 certification. In October 2002, my entire department
was caught in Lucent's downsizing. I was unemployed for one year, during which I kept busy by building
home networks, setting up PC's for small businesses, and trading commodities.
December 1986 - June 2000 American Automobile Association (AAA)
Falls Church, Virginia/Lake Mary, Florida
Technical Support Specialist III
At AAA, I started as a travel counselor in 1986. In this capacity, I provided travel information for AAA
members, including marked routing maps (triptiks), auto and hotel reservations, and other related
services. I moved to the Travel Services Marketing and Research department in 1989 as an Application
trainer. In this role, I provided application training for AAA club employees across North America. In 1992,
I became a Technical Support Specialist. I was responsible for supporting over 100 UNIX servers across
the country, and in Canada. I performed UNIX system administration and database administration. As we
moved from a UNIX platform to Windows NT servers, I became the primary technical administrator for
more than 500 servers at over 100 Club sites across North America. I left AAA in June of 2000 to pursue
a position as a UNIX System Administrator for Lucent Technologies.
Intangibles:
• Excellent written and oral communication skills
• Outstanding knowledge of my customers
• Outstanding relationship with customers and staff
• Ability to hit the ground running, discover the issues, and determine a game plan for resolution
• Punctual
• Prepared for meetings and onsite visits (I always have the tools that I need to complete the tasks
at hand)
• Solid project management skills
• Very good conflict resolution skills
Education:
August 1981 – April 1984 Southeastern College Lakeland Florida
Completed 108 of 132 hours in a Bachelor of Arts degree in Theology