Alan Isenstadt

**** ******* ****, ******, **, ***82; 623-***-****; acr1dv@r.postjobfree.com

Technical Support Engineer

IT professional with extensive experience in network administration, Email security and technical support in a variety of settings both in the US and worldwide. Proven proficiency in troubleshooting and keen ability to find solutions to complex problems while establishing and building positive relationships with customers and colleagues. Experience includes:

Track record of achieving low resolution times and providing high degree of service while troubleshooting customer issues.

Solid background in leveraging applications to providing solution-based answers to customer needs.

Excel at solving complex email flow issues for worldwide customers.

Successful at change management and providing communication to diverse network groups and service delivery teams.

Trained in coaching team members in the “7 Habits of Highly Successful People” program.

Technical Proficiencies

Ironport email security

Hardware Server Support

Printers

HTML/CSS

Software Support SMS

Windows

Routers/Modems

McAfee ePO

Active Directory

Professional Experience

HARMONY WEB DESIGN, Peoria, AZ

Word Press web developer, marketing and SEO (2015-Present)

Consultant

BLACKBOARD, Phoenix, AZ

Upgrade Server Team (2015-2015)

Responsible for upgrading windows server and oracle database servers to the latest version of Blackboard 3.12

CONCENTRIX/CISCO, Tempe, AZ

Content Security Support Engineer (2012-2015)

Provide email security support for Cisco’s Ironport security appliance and support to network administrators throughout the world.

Successfully diagnose, troubleshoot and find solutions to a wide range of email based problems with average resolution times under five days.

Achieve above average results for customer surveys by presenting excellent customer support.

CABLEONE, Phoenix, AZ

Technical Support Technician (2010-2012)

Responsible for technical phone support for modems, routers, cable phones and cable TV with customers residing throughout the United States.

Increased call volume to 50 calls per day from 25 and raised first call resolution rate to 90% from 70%.

Led several team projects including hiring new coach, developing team web site, and implementing customer excellence surveys.

PULTE HOMES, Tempe, AZ

Network Administrator (2005-2008)

Administered SMS, System Center 2007 and McAfee ePolicy Orchestrator (ePO). Supported additional teams in a variety of network hardware and software products.

Decreased response time to less than two hours from six hours by creating process to protect over 14,000 customers from potential virus infections,

Created applications in SMS to distribute MS Office 2003, Dot Net Security, Adobe Acrobat, MS Office 2007, saving 1000 man hours.

Leveraged SMS to discover over 400 client systems undetected by McAfee ePO; developed package to join these systems to ePO, which increased company virus protection, saved 1500 man hours and potential loss due to viruses.

Served as co-instructor for “7 Habits of Highly Effective People” program; facilitated over 24 classes over a two-year period.

Alan Isenstadt Page 2

PULTE HOMES (continued)

Technical Support Engineer (2000-2005)

Provided phone and desktop support for 12,000 customers.

Increased personal resolution rate to over 65% from 50% within one year and increased team’s first-time resolution rate to over 60% (also from 50%).

Expanded accountabilities to help resolve technical issues with AS400, Windows O/S, routers, hardware and software issues.

Increased responsibilities in Security using Active Directory by managing users, groups, distribution lists and management tasks.

CITY OF PHOENIX FINANCE DEPT, Phoenix, AZ

User Technology Specialist (1999 2000)

Responsible for troubleshooting hardware and software issues for 400 Workstations.

Additional Work Experience

Gompers Center, Phoenix, AZ; Vocational Instructor (2009 – 2010)

Education

SUNY COLLEGE ENVIRONMENTAL SCIENCE, Syracuse, NY

Bachelor of Science (BS) in Resource Management

Certifications

GLENDALE COMMUNITY COLLEGE, Glendale, AZ

Web Developer Certification (2012)

Additional Technical Certifications:

A+, MCSE NT4.90, Cisco CCNA, Citrix CCA, Help Desk 2000

Additional Skills: Adobe Audition, Camtasia, Photoshop, HTML,Wordpress

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