Engineer Customer Service

Stephen M. Knott

acau95@r.postjobfree.com

MOLENDIJK 11

3257AM OOLTGENSPLAAT

Ph Nr: 018*******

Mb. Nr. 062*******

Professional Profile

System Engineer / Enterprise System Administrator

• 15 years experience as a MS Certified Enterprise System Administrator/Engineer in Windows environments of 1,000-50,000+ systems centrally managed.

• 5+ years as a lead Citrix Engineer, handling infrastructure of multiple datacenters, upgrades, maintenance, support, new implementation projects. More than 100 Citrix servers in total.

• Updated skills for Windows 2012 including System Center 2012. Ready for challenges upgrading infrastructure to 2012 versions, similarly as I’ve migrated and virtualized about 500 servers moving from Windows 2003 server to 2008R2.

• 5.5 years Corporate System Administrator at global headquarters Provimi / Cargill. Transitioned from being 2 Billion Euro Company, now to regional headquarters of 30 Billion Euro business unit. Was decentralized but last 3 years all virtualized and centralized branch offices.

• Consulting on new designs, changes, and adaptation of standards.

• 5 years providing Drive Financial/Santander server infrastructure support, main datacenter hosting core applications.

• Lead technician designing and adapting new SOPs, SLAs, RFC, and thorough QA measures.

• 2.5 years at MPI Tech, Consultation and support to clients for Windows 2003 Application Server designs and implementations at large utility companies, banks, media companies etc.

Technical Proficiencies:

WINDOWS 2008R2 SERVER(AND NT/2000/2003-2013), POWER SHELL 3.0, SYSTEM CENTER SCVMM HYPER-V, SCOM, CITRIX/ XENAPP / XENSERVER, PROVISIONING SERVER, VMWARE, LOTUS DOMINO, MS ACTIVE DIRECTORY, SQL, IIS, ISA, EXCHANGE 2010, TELEPHONY -DEFINITY, AS/400 –IBM MAINFRAME, SYSTEM ADMINISTRATION / SUPPORT / MANAGEMENT / ANALYSIS, INFRASTRUCTURE CONSULTATION, VIRTUALIZATION, BLADES, SANS

Employment History

Irdeto Aug 2013 – Nov 2013

System Engineer (sub contractor for project)

Irdeto is a large digital TV services provider for a good deal of the larger producers. About 1,000 servers spread across four datacenters. Half Linux, half windows servers on high available infrastructure. I completed two migration projects.

• Project was to strategize and relocate about 400 worldwide servers (linux and windows) from Minneapolis and LA datacenters to the London datacenter.

• Provisioned resources for the new high available environments.

• Changed isilon SAN to resolve outstanding issues, and increase performance.

• Deployed Veeam for backup, config, synch and cloning across the datacenters

• Implemented Powershell for bulk rollout of systems within time schedule.

• Built new resource pools for linux and windows, clustered for high availability.

• Created SAN storage for CIFS and NFS shares for mounting within windows or linux

• Migrated servers to new domain

• Configured Active Directory authentication and sudoers for linux hosts.

• Configured Nagios

• Coordinate the needed firewall, VPN and VLAN configurations.

• Installed MySQL, cloned original databases and migrated to new setup

• Proposed and rolled out improvements for overall windows environment

• Proposed and rolled out improvements for overall linux environment

• Proposed and rolled out improvements for overall VMWARE environment

Charitable / Volunteer Work periodic

Bio-e associates

Eliantie Rijswijk/Rotterdam, THE NETHERLANDS Nov 2012 – Mar 2013

Field Services Engineer Eliantie project assignment as

Citrix Engineer at NYK Line, NBSE

NYK Line is a large logistics company, and NBSE is the internal IT datacenter supplier for 300 VMWARE servers, and with 20,000 users of Lotus Notes and Citrix. I provided 2nd-3rd line support and consulting for provisioning for the VMWARE 4 and 5 server infrastructure for dozens of end client office and internal IT infrastructure needs. I provided consulting, project lead and support for over 50 Citrix XenApp Servers, the Lotus Domino environment, the primarily HP Blades (some Dell), and Equallogic, with the majority on VMWARE. All users ran within VDI desktops (virtual Xenapp servers running on Provisioning server / Xenservers). The project included preparing documentation for external 3rd party support hand-over. I provided shift basis operational 2nd-3rd line ticket handling. I wrote several new Citrix designs, justified them to management and implemented them. I completed changes throughout the infrastructure, SQL, Active Directory, Application servers, Backup, etc.

• Design, install and support for new provisioned servers for XenServer and XenApp.

• Provided 2nd-3rd line VMWARE support, fixing a number of issues

• Project lead for migrating two offices to VDI.

• Designed and implemented new strategy to begin using multiple V-disks within Provisioning server, based on regions.

• Implemented App-v for Office 2010 to new clients

• Implemented App-v License control

• Installed new HP Blade running XenServer, for additional XenApp servers

• Collaborated, coordinated and wrote operational and support documentation for third-party support to take over.

• Provided consultation and design for new provisioned server strategy.

• Lotus Notes planning and implementations

• Implemented VEEAM for additional backup and sync for VMWARE clients unsupported for the backup client.

• Designed new citrix test environment and implemented

• Designed and implemented XenApp failover clusters

• Designed test plans for new test environment

• QA test plan delivered for new sites migrating to citrix.

• The 3rd line support not only included their many versions of Citrix XenApp and Provisioning servers. The 3rd line support included Lotus Domino, SQL 2008, Windows 2008R2, VMWARE Vsphere ESXi versions 4 and 5, Vcenter, Active Directory, HP and Dell Blade systems.

Provimi Holding BV(now Cargill), Rotterdam, THE NETHERLANDS Mar 2007 – Nov 2012 Corporate Headquarters 30,000+ Employees

Corporate System Administrator

Centralized IT Infrastructure, Operational and Support tasks for more than 100 locations’ centralized infrastructure Primarily Hyper-V servers, about 600 servers in total, across 60 main computer rooms globally, providing support to regional local IT.

Overall the work was about 40% project and 60% operations and support on the central and regional datacenters that host the global IT infrastructure.

5.5 years as System Administrator at Global IT Infrastructure department. Supported all levels of migration and consolidation of 60 remote AD domains into one central Win 2008R2 domain. Aligning sites with centralized roadmap and cost savings of datacenter technologies such as virtual Hyper-V, blades, and upcoming cloud. Participated in central reviewing all hardware purchases for all sites. Was central Infra lead on operational reporting, audits, deployments to cluster IT in approximately 100 locations, four major datacenters, and about 20,000 global AD users. Part of emergency oncall support team. Daily 2nd line systems knowledgebase update, and ticket resolution. Supporting corporate datacenter implementations whether upgrades, changes, and maintenance of various infrastructure. Daily operations administering and reporting on infrastructure platforms, such as Hyper-V Clusters, SCOM, WSUS, Central Symantec Endpoint Protection (Anti-Virus), SAN & Blade environments, TMG, SQL, IIS, Citrix XenServer. All primarily on Dell M1000e blade enclosures, Equalogix SAN /virtual environment. Migrated almost all servers (including email) to visualized blade / SAN environments, and all desktop applications to Citrix web portal access. Was involved in Administration and Support of Corpoarte Blackberry Enterprise Server, SAP BPC Everest, Citrix Application packaging and clustering, Hyperion, SAP, BEx, Onguard, Open Text, ECM, IT2, Backup Exec 12.5/2010 . Utilizing WDS, Symantec, Hyper-v and Acronis Imaging technologies. AD system / user / OU policies. Scripted packaged msi deployments. Symantec AntiVirus & Backup administration. Wrote several global procedures for IT updates. Wrote some technical documents. Mainly 2nd line (with often 3rd ) Corporate support to central and remote technicians. Worked as a Project Lead, Change Management Lead, Testing Lead & Implementer. Migrated off of about 150 lotus domino servers onto MS Exchange 2010. Failover Datacenter Clustering with Hyper-V, SQL and Citrix for DR and some continuity during maintenance. Role has changed slightly over the years on my focus area as system administrator, as the infrastructure team has grown 5 times in size, reorganizations, buyout, etc.

• From Central Global Infrastructure team participated in reporting, upgrades, operations, and auditing checks of several regional datacenters.

• Implemented several Hyper-V cluster configurations

• Remote Blade & Chassis management for more than 300 virtual servers mainly Dell M1000 Chassis.

• Wrote/Maintained Systems Operations Manual covering all day to day procedures, checks, administration, processes, maintenance, and other standard routines.

• Wrote intake documentation / requests for provisioning new hardware / software,

any SLA, backup requirements etc.

• Wrote backup / restore requirements documentation for application owner, vendor and IT compliance and signed agreements from the business for IT SLA.

• Was central buyer of approximately 10 million euros of hardware per year, while aligning to virtualization standards.

• Assisted on initial Design, Build and migration of entire environment to Hyper-V virtualization and SAN platforms

• Liaise with vendors, development teams, and application management for the setup and SLA of ECM Infrastructure 2 blades and 5 virtual machines.

• 2nd and 3rd line support to server operations and support teams.

• Consulted on multiple designs for migration from Lotus Domino to Exchange 2010.

• Administer multiple datacenters Symantec Backup Exec 12.5 and 2010

• Migrated from Dell MD3000i SAN to Equalogix SAN.

• Design & build team member for new Global Active Directory 2008R2. Lead implementation technician from headquarters. Supported wide range of centralization projects over 3 year period for 20,000+ users etc. Standardized/Centralized Anti-Virus, AD, DNS, IP/DHCP, WSUS, Hardware, etc.

• Design and planning participation for migration designs for Lotus Email to move to MS Exchange via Quest software and to new hardware etc.

• Design & build coordination as Lead for implementing Citrix upgrades to XenServer 6.0, with Provisioning, Hypervisors, Windows 2008 R2 Server, test environment, fault tolerance, load balancing, failover cluster datacenter, new applications, etc.

• Infrastructure support lead on Global SAP Implementation

• Design & build of Hyper-V SCVMM environment, immediately virtualized 200 servers as part of project. Later adding about another 300 servers.

• Technical lead on annual equipment replacement for clusters, aligning with corporate standards to virtualization and centralization aim.

• Large project Technical Lead, and Project Management on localized projects.

• Phase out of VMWARE test and development servers, migrate to Hyper-V

• Technical lead for local team of 15 IT colleagues, grew to about 30 colleagues and was totally restructured/reorganized several times.

• DMZ / Firewall appliances exposure, spam, network boost, VPN etc.

• Setup management networks at datacenters.

• Performance Monitoring, Alerts, Historical Reports, case studies

• SCOM Installation and Administration

• Planning and implementation involvement on server solutions designed, built, and supported

• SharePoint Disaster Recovery Planning

• Implementation of New Corporate Helpdesk and Central 2nd and 3rd level Support

• Infrastructure support to SAP and 3rd party SAP product support

• Citrix Presentation Server 4.5.2 Administration for LAN and WAN (upgraded to 4.5, and 6.0 XenServer)

• Planning, Documentation, Development, Test, and Execution of Change Management Processes

• Windows 2000/2003/ 2008R2 Server Administration within the group

• Lotus Domino Administration & Support on approx. 100 Global Servers, with local IT

• SMS Domino AntiVirus & Spam filter support

• Installation, Support / Admin of Citrix Terminal Services across WAN

• Support and implementation of corporate SQL environments

• 2008R2 Active Directory Administration

• Packaging and deployment of software via Active Directory

• Prepared Procedures, Policies, Training and Documentation for profit centers on products.

• 3rd level support for issues registered viat the Helpdesk platform from over 100 profit center offices’ IT departments.

• Build and Testing of Failover Datacenter capability.

• With new users and Applications, we doubled corporate LAN Laptops and doubled LAN Servers

• Project lead role on projects touching LAN and WAN

• Multiple Active Directory upgrades and domain migrations

• Setup LAN Inventory tools for System Monitoring, Support & Replacement (Spiceworks, then migrated to IT Assistant, then partially replaced by SCOM)

• Setup and supporting rollout of WSUS to all sites

• Administered Blackberry Enterprise Server globally (before being taken over by Workplace services)

• Administered, Setup & Supported rollout to new SEPM Symantec Antivirus (Endpoint Protection) platform.

• Administered Local & Supported Remote Symantec Backup Exec

• Guided interns with projects and managing local network (before service desk and workplace services came into operation)

• Installed & supported SQL servers local and on Global Clusters, Datacenters etc

• Synchronization / Offline Files Solutions

INDEPENDENT TECH CONSULTING (Ltd.) Brea, CA USA(PART TIME) June 2000 – 2007

Freelance Consultant providing solutions in MS Windows, IBM AS/400, and Linux environments. Sub contract and direct contract build project. Included network upgrades, Overall Admin, Scripting, Platform Installation for various applications in Web Marketing, Email, AFP Network Printing, E-Commerce, etc. IPSEC implementations. Onsite and remote work.

Systems Consultant / Engineer / Systems Administration

Consulting, design, equipment sales, operations, rollouts, & support. Inter-vendor Project Coordination. Client training, documentation, misc support.

• Projects, 3rd party Audit and consultation in windows networks, printing, and citrix.

• Preferred IT UK short contract Windows Administration

• Orange Business Services, Netherlands. Ticket Handling, IT Infrastraucture

• Projects, 3rd party Audit and consultation in windows networks, printing, and citrix.

• Dutch Horticultural company, Machinova, Network Consulting and Infrastructure Setup

• Spanish Financial company, Zawar. Citrix technical consultation.

• American Publishing company, Christosoro, e-commerce platform consulting and setup

• American E-commerce Enterprise, Buyproduce.com, System upgrades & helpdesk admin

• IPDS Solutions, Back-end support, Tech Dealer website, MySQL Dabatabases, Application for online quote system, etc.

• Financial Company, American Debt Freedom, Consultant on system platform.

MPI Technologies, Huntington Beach, CA USA April 2003 – Sep 2005

MPI Merged with I-DATA, Coordination with Denmark & France Offices

Systems Consultant / Tier I, II, and III Tech Support Engineer

Providing support and consulting on high end printing technologies on all types of servers and networks when connecting to AS/400, Mainframe, RS6000, Linux, etc. Primarily based application and print servers. Label and barcode printing. Large integration projects with banks, media, shipping, and utility companies for AS/400 and Mainframe utilizing latest Windows and HP technology.

• Windows XP, 2000-03, NT, 9.x, Unix, AS/400, Mainframe 0S/300, and MAC OSX support

• Designed and implemented dozens of high output server printing solutions for large banks, medical companies, newspapers, utility, and other large service providers.

• Supporting HP and Canon Development and Support teams

• Designed tools and scripts for Software updates

• Scripted mass deployment of firmware & software, saving hundreds of man hours for companies

• Provide HP, Canon, Lexmark, Xerox, and other industry high output printing support

• PCL, IPDS, AFPDS, Post Script, PSF, PDF, and AFP high end printing technical support

• New Wireless technology support for HP on Bluetooth enabled laptops, cellphones, PDAs, providing support to HP, MAC, and Microsoft Support teams.

• Lotus Notes / Domino production server and clients supported

• Server Clustering / Web-farming Support

Drive Financial (aka drive servicing), Cypress, CA USA May 1997 – Oct 2002

Servicing Co. for high risk Auto Loans. Accounting, Collections and Customer Service Office. Supported Branch Office Datacenter that Hosted the core corporate applications.

System Support Manager (actual: System Administrator)

Was the lead System Administrator for California main branch office, windows infrastructure. Local operations for about 15 servers. Mainly MS Exchange, Citrix and financial applications environment. NT-Win 2K Server environment. Support for 300 local desktops, 700 remote Win 2k clients, NT 4.0, XP, linux, hosted AS/400 and SQL all locally hosted for about 1,000 clients in total. Technical Support on a wide amount of software and hardware products across AS/400, NT/2000/XP/03, Definity G3si, & UNIX Platforms. Reported to Dallas headquarters management. Also local support to AS/400, application teams with datacenter operations, and other system administration.

SUMMARY

• Involved on Enterprise-wide infrastructure designs, maintenance, upgrades and security administration

• Assisted in planning, design, deployment, and administration of 3 networks.

• Involved on implementating of 300 local Ethernet systems on a Fiber Optic backbone, 3 Layer Cisco Switches, VLANS and routed SMDS Wan connected on two T1s, 15 local servers, 40 remote servers, with NT/2000/XP/03, AS/400, and related systems in a constantly expanding systems environment, and supporting 1,000 remote systems.

• Lead several Exchange & Outlook operations, and assisted Exchange Admin from Dallas

• Lead in development and implementation of Helpdesk Software MAGIC Helpdesk. High volume of level I, II, and III Tech Support Ticket Customer Service.

• Lead in local Telephone Avaya Definity G3Si system planning, development, deployment, and maintenance to extensions, agents, trunks, cor’s, vectors and vdns

• Continuous Script development & deployment decisions for system configuration standardizations which also included application config, sys maintenance, virus software, installs of software revisions

• Bi-Weekly Image Policy adjustment, documentation maintenance for 5 main department images

• Weekly after hour’s maintenance of network server & client systems: mass deployment scripts & images spanning up to 300 systems. (normally scripted to verify to save hundreds of man hours)

• Documentation of all telephone configurations and network equipment. Weekly meetings ensured all configurations, logs, designs & processes were documented electronic & hard copy

• Standardized 300 Desktops with script & image engineering, allowing further development

• Built, admin & standardized local servers from top to bottom, hardware, firmware, software, etc

• Installed server programs & client connections to a CITRIX Metaframe XP Terminal Server.

• Installed and administered CITRIX Security Gateway encryption across internal WAN

• Saved 100s-1,000s of man hours by deploying System Management Scripts run remotely, on logon, and via WSH for: Updates, Installation, Config. & maintenance of various critical applications

• Remotely deploying Application configurations, system maintenance, Virus Software, Patches, Service Releases, Security Policies, and Application Upgrades.

• Supported various software running on CITRIX Metaframe and Winframe

• Implemented Telephone and NT Profile Transitioning saving 2,000+ man hours per year.

• Saved Thousands of Man Hours with pre-configured AS/400 – Win2000 Applications on company wide System Images via Image Cast & Ghost programs.

• Setup & Admin ArcServ IT Tape backups, later migrated to Veritas Backup Software

• VPN and Shiva LanRover Dialup support and administration for mobile & remote clients.

• Implemented (CiscoWorks 2000) WhatsUp Gold SNMP Network Notifications

• Implemented Sun Solaris Performance Monitoring, tape backups and Printing systems.

• Designed Windows 2000 File & Print Servers and Migration

• Developed & Deployed login scripts with vb scripting for installation, maintenance & update tasks

• Migrated Windows AS/400 Emulation Software off of DLC and Telnet to TCP/IP and then DNS company wide

• Enhanced high volume network services fault tolerances on DNS, SMTP, DHCP, WINS, File, Print, application distributions, Domain Controllers and Active Directory Migration for optimum performance.

• Reports Downloaded to managers in MS Excel format, Visio & Hyperion Brio off of SQL AS/400

• Upgrade BRIO & VISIO reports off AS/400 and MS SQL 2000 Server

• Intranet access to VISIO and BRIO reports

• Network Security Software standardized across enterprise systems through Macaffie & Network Solutions E Policy orchestrater

• Network Printing Support of AS/400, NT/2000/XP, and Unix with high output of letters for bill collections using AFP technologies, stapling, sorting, etc.

• Visio Reporting front & back end support

• Migrated AS/400 Twinax networks to TCP/IP and Ethernet and upgraded them to a Microsoft front end with full network systems.

• CITRIX Server Farm & Gateway assisted setup & supported enterprise wide

• R&D & QA of XP/2003/Active Directory Network Upgrades

• VPN & Firewall setup & Administration with ISA Servers

• CiscoWorks SNMS Utilization

Empire Communications, Huntington Beach, CA USA (Trainee) Apr 1996 – Jul 1997

Paging and Cellular Phone company.

Systems Technician / Intern

Set-up & Support systems for company wide Windows network.

SUMMARY

• Travel to three Southern California sites Norwalk, La Mirada, and Huntington Beach assisting setting up and administering the networks

• Upgraded Systems from DOS and Windows 3.1 to Windows 95 and NT 3.51 Server

• Assisted Setup RAS ISDN Frame Relay WAN

• Re-install configuration of WAN office connections to Headquarters

• Configuration of home PCs for remote connection email and applications via RAS

• Setup mail client pop3 email for messaging

• Installed Software updates across network systems

• After hour maintenance, misc. support, and tape backups

Education & Training

Upgrading Your Skills to MCSA Server 2012 (2013)

Course 70-417 from CBT (plus home self study labs)

Citrix XenApp 6.5 (2013)

Completed Trainsignal, CBT and Citrix courseware

2010 Exchange Server MCTS Certification Course (2012)

Microsoft Training Kit Nr 70-622

Management Skills (2012)

Certificate program, Expert Rating Course

VMWARE Vsphere version 5 (2012)

VCP vSphere 5 ACADEMY CBT

Citrix Xenserver and Provisioning Server (2011)

Short training by United Forces Solutions

2008 Server R2 + Hyper-V Certification Courses (2010)

Self Study Courses

IQ IT London Tech College (2009)

Certificate in Advanced Citrix / XenServer Administration

PRINCE 2 Training (2009)

Certificate in Project Management

MICROSOFT Official Curriculum in ISA, Exchange, SQL Admin, etc (1997-2009)

MCSE Upgrade Courses from MS Press

Sharepoint Technical Training (2009)

Back end and Front end technical training delivered by vendor.

MPI Tech AS/400 Training (2003-2004)

Became IBM and HP Technical Engineer

Lucent/Avaya Training: (1999-2002)

Official training for full Administration of Definity, Intuity and CMS Telephony

S.E.A. TECH COLLEGE, Brea, CA (MCSE Certified in 2000)

Engineering Diploma, Equivellant to Vocational HBO / Batchlors Degree (1998 - 2000)

(State Accredited Vocational Technical College)

WebDesign Course, Fullerton College, Fullerton, CA (1997)

DOS Scripting and Networking, Coastline Community, Huntington Beach, CA (1996)

PC Tech Certificate (A+ Equiv) 20 credits, Placentia Lyceum, Placentia, CA (1996)

Linux Training (2001-2002)

LPI General Linux and RHCE self study Course completed

Additional Citrix Curriculum (over the years)

Server and Client Security Secure ICA & Security, self study courses

AWARDS

ROWAN AWARD (EMPLOYEE OF THE MONTH for Jan 2000), *System Support Manager

Drive Financial, Cypress, CA USA (Jan 2000)

ADDITIONAL / MISC KNOWLEDGE AND SKILLS

Altiris, XenDesktop, VDI, XenServer, integrating cloud technologies via citrix, HP Insight Control, HP SIM, HP Proliant hardware, iLO, SQL 2012, SCMMM 2012, SCOM 2012, Windows 8 Server, Windows 2012 Server

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