WILBUR DIAZ

** ******** **** ( Floral Park, New York 11001

347-***-**** ( acaky1@r.postjobfree.com

INFORMATION TECHNOLOGY IT SYSTEMS MANAGER

Expert IT Administrator with over 8 years of experience leading technical

teams in providing the support and services necessary for an efficient,

productive business organization. Demonstrated skill enabling support

organizations to resolve end user problems in a timely and accurate

fashion. Able to drive optimal resource utilization and service delivery by

defining standardized processes and procedures. Proven history of

developing teams of highly skilled professionals who provide the foundation

for a robust, scalable IT function. Versed in all aspects of project

planning, management, and execution. Bilingual fluency with aptitude in

both spoken and written Spanish.

Areas of Expertise

IT Strategy ( Organizational Development ( Team Building ( Process

Definition ( Technical Support

Service Delivery ( Helpdesk Management ( Technical Project Management (

Process Reengineering

Troubleshooting ( Hardware, Software & Network Administration ( User

Training ( Service Level Agreements

Performance Management ( Process Standardization ( Solutions Design (

Crisis Response & Management

TECHNICAL SKILLS

Operating Systems: Windows 95 / 98 / NT / 2000 / XP / 7, Windows Server

2000 / 2003 / 2008

Protocols: Microsoft Exchange Server 2003 / 2007 / 2010, Ethernet TCP/IP

connections, Windows NT, Client / Server Applications/ Microsoft SQL Server

2003 / 2008, Netbackup 7.5, Evault

Network: LAN/WAN, TCP / IP, DNS, Drive Mapping, File & Print Servers,

Shared Folder Rights, Microsoft Active Directory

Applications: Symantec Ghost, BES 4.1 / 4.2 / 5.0, VMWare ESX Server,

Microsoft SQL 2005 / 2008, Symantec Endpoint Protection, Symantec

Netbackup, Afaria, Altiris, Alloy Asset Tracking, Dameware NT Utilities,

Microsoft SharePoint, Microsoft Project, Microsoft Schedule, Microsoft

Office Suite, Adobe Acrobat, Adobe Photoshop, Paint Shop, Cosmocom.

Hardware: Mainframes, Servers, Dell, HP, IBM / Lenovo, Printers, Modems,

NIC, Routers, Switches, Bridges, HUB, Peripherals.

PROFESSIONAL EXPERIENCE

Fairway Market ( Dec 2012-Present

Senior Systems Engineer

Coordinate server and database administration, standard and preventative

maintenance, updates, and patch implementation. Configure and test software

and servers. Ensure adherence to quality assurance standards. Maintain and

manage exchange server environment to ensure reliability, build and manage

Exchange 2010 DAG to ensure business continuity . Build and maintain

production and DR environment.

. Support and Administer 250+ Windows 2003/2008/2012 Servers

. Manage back up process for all data using Evault backup

. Maintain Exchange Server infrastructure for over 2000+ users managing

mailbox size and disaster recovery

. Created a successful disaster recovery plan for business continuity in a

disaster scenario

. Upgraded the VMWare environment for ESX 4.1 to ESX 5.1

. Set up and maintain VMWare SRM environment for disaster recovery

. Configured and deployed a WSUS server ensuring all servers have the

latest windows patches installed

. WILBUR DIAZ ( Page 2 ( acaky1@r.postjobfree.com

Fairway Market, continued:

. Boosted the reputation of the server team by providing the leadership and

structure needed to eliminate perceptions of unreliable performance and

poor results.

. Maintain and manage file server's/ printer server's

. Administer and Manage Active Directory infrastructure

. Configure and deploy Microsoft Windows server Cluster's for failover and

disaster recovery.

. Build, deploy and Administer Windows server 2003/2008 both physical and

Virtual when needed.

. Manage and maintain Symantec Antivirus, Evault backup, Software

deployment servers

. Configured and maintained the IT patch management process

Argus Information Systems ( May 2012-Dec 2012

Provides competitive benchmarking, scoring solutions, analytics, and

customized services to financial institutions to enable better strategy,

marketing, and risk decisions.

IT Systems Manager

Coordinate server and database backup and administration, developed and

deployed patch management process. Configure and test software and server

reliability. Ensure adherence to quality assurance standards. Train and

recruit new hires. Manage back up process and software ensuring all data is

protected and available for recovery. Manage tape backup systems and tape

media libraries all datacenters, maintain and manage offsite tape vaulting

for disaster recovery. Maintain and manage exchange server environment to

ensure reliability. Serve on the change control board approving or denying

new system changes that are submitted. Serve on the policy review committee

creating and modifying company policies.

. Support and Administer 250+ Windows 2003/2008 Servers

. Manage back up process for over 1.5 petabytes of data using Symantec

Netback up

. Managed and Maintain over 19 domains setting up cross forest trust when

needed

. Created a successful disaster recovery plan for business continuity in a

disaster scenario

. Successfully completed a cross forest exchange server migration

. Increased efficiencies for all database backups by reconstructing the

backup process and completing all backups in less than half the time.

. Configured and deployed a WSUS server ensuring all servers have the

latest windows patches installed

. Boosted the reputation of the server team by providing the leadership and

structure needed to eliminate perceptions of unreliable performance and

poor results.

. Maintain and manage file server's/ printer server's

. Administer and Manage Active Directory infrastructure

. Configure and deploy Microsoft Windows server Cluster's for failover and

disaster recovery.

. Build, deploy and Administer Windows server 2003/2008 both physical and

Virtual when needed.

. Maintain Exchange Server infrastructure and managed mailbox size and

disaster recovery

. Manage and maintain Symantec Antivirus, Symantec Netback-up, Software

deployment servers

. Configured and maintained the IT patch management process

EPANA NETWORKS, New York, New York ( 2005-May 2012

Leading telecommunications and financial services provider serving the

Hispanic community.

IT Systems Manager

Coordinate server and database administration, standard and preventative

maintenance, updates, and patch implementation. Configure and test software

and servers. Ensure adherence to quality assurance standards. Recruit and

train new hires. Reconcile assets for remote offices on a monthly basis.

Manage ticket resolution for 3 primary helpdesk queues. Initiate, plan, and

implement helpdesk projects. Delegate project and helpdesk tasks to

helpdesk team members. Provide remote support for field associates, remote

offices, and financial services customers. Monitor helpdesk performance and

plan employee training via the helpdesk performance matrix. Author

documentation for new processes and applications.

. Support and Administer 200+ Windows 2003/2008 Servers.

. Maintain SQL Server infrastructure creating new DB's as well as

maintaining DB backups.

. Configure and deploy Microsoft Windows server Cluster's for failover and

disaster recovery.

. Build, deploy and Administer Windows server 2003/2008 both physical and

Virtual when needed.

. Maintain and manage file server's/ printer server's

. Administer and Manage Active Directory infrastructure

. Maintain Exchange Server infrastructure and managed mailbox size and

disaster recovery

. Manage and maintain Symantec Antivirus, Symantec Netback-up, Software

deployment servers

. Provide Support and Administration of Call center call platform

(Cosmocom)

. Cut helpdesk ticket resolution time from 2.5 days to less than 1 day

through a complete overhaul of helpdesk processes, resulting in an

improved SLA.

. Boosted the reputation of the helpdesk team by providing the leadership

and structure needed to eliminate perceptions of unreliable performance

and poor results.

. Increased efficiencies for sales personnel in various national markets by

coordinating upgrade and deployment of 130 PDA units.

. Improved POS (point of sale) functions by managing a national launch of

new POS terminals to over 1000 stores nationwide.

TIME WARNER CABLE, Flushing, New York ( 2004-2005

$17 billion international cable, digital voice, and high speed internet

company.

Level 2 Representative

Provided technical support and information for broadband customers.

Addressed and resolved connectivity issues with internet, VoIP, and DTV

services. Identified the root cause of problems with user LAN/WAN, TCP/IP,

DNS, modems, and configurations. Delivered training to peers and team

members.

. Ensured optimal broadband signal performance via remote-access monitoring

and performance management tools such as Event Viewer and Performance

Monitor.

. Maintained seamless VoIP service by diagnosing and resolving digital

phone problems, including line clarity, echoing, chipping, voicemail,

call dropping, and line distortion.

. Assured support for multiple modems from different manufacturers by using

a broad range of tools to identify and resolve modem malfunctions.

. Received a promotion to team lead within 3 months of employment.

Additional roles include IT Manager / Assistant Store Manager for 235 Food

Corp (2002-2004), Assistant Store Manager / IT Support for 592 Lenox Food

Corp (1999-2001) and Direct Sales Representative for Global Computer

Supplies (1998-1999).

FORMAL EDUCATION

Bachelor of Business Administration, Business Management

Queensborough Community College, City University of New York

CERTIFICATION & TRAINING

Microsoft Certified Systems Engineer (MCSE) Microsoft 2000/2003 Track

VMWare 5.1 CVDX Certified

Microsoft SQL Server 2008

Symantec Netback up 7.5

CompTIA A+ & Network+ with Cisco Intro

Windows 2000 / 2003 Server: Installation & Administration of a Microsoft

Network

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