Sirena Miklas

act90k@r.postjobfree.com, 727-***-****

Saint Petersburg, FL 33702

SUMMARY

Solutions-focused, team oriented Senior Technical Support Analyst with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support. Motivated and dedicated to getting the job done right the first time. Eagle eye for details with the ability to multitask. Strong written and oral communication skills. Courteous, professional and cooperative.

TECHNICAL SKILLS

Programming Languages: C, C++, Java, JavaScript, Perl, MySql, PHP, HTML, DHTML

Web Design Wide Area Networks Software Engineering

Network Security Data Base Management Wireless Networking

MILITARY

US Navy, 1990-1998, Active Duty/Reserves. Gulf War Veteran.

PROFESSIONAL EXPERIENCE

11/2009 – Present America’s Auction Network Saint Petersburg, FL

IT Supervisor/Network Administrator - Full-time

Manage all employees in IT/Production/Post Production departments. Responsible for scheduling and coordination of all employees within each department.

Provide systems configuration and administration for servers in a 24/7 highly available clustered web-based environment.

Deploy, install, and configure components of the systems infrastructure on an ongoing basis.

Provide technical support to over 250 employees running various windows operating systems.

Organize, plan and execute various projects involving the deployment, administration and support of business critical applications on Windows 2003/2008 platforms.

Support live production systems including Globecaster Studio, Chryon 6.12 and above and VT[5] applications as required by optimizing performance and helping resolve problems in a timely manner.

Responsible for all system installs, OS patching, and anti-virus administration.

Administrator of an Inter-Tel 5000 phone based system as well as a Tracer Server recording application running Windows SQL Server 2000/2005.

In charge of all RJ11/RJ45 implementation including punch down of 66/110 block telephone system.

10/2008 – 10/2009 Pulse Telecommunications Clearwater, FL

Main Switchboard Operator/Customer Service – Full-time

Routed all incoming customer requests to over 40 employees working from midnight to eight in the morning.

Managed employee work load according to customer in a professional and efficient manner.

Overseen all employee breaks, calls and issues based on needs of the customer.

Liaison between employee and night supervisor for all customer/employee issues.

Performed quality control at random on customer calls with employees.

Responsible for all nightly employee sign-in/sign-out sheets, headset’s assigned to each employee as well as morning shift personnel sheets.

09/2006 – 10/2007 ManagerAssistant.com Saint Petersburg, FL

Software Technician – Full-time

Responsible for setup, installation and security for ManagerAssistant 3.0 human resource software.

Maintained database testing, scripting and revisions of software products utilizing different operating systems.

Administrator of a Windows 2003 Web Server and three SQL Servers.

Provided support to all customers both internationally and locally concerning installation of software as well as training using the applications.

Designed database scripts for importing and exporting user data into a SQL Server environment.

Maintained ManagerAssistant.com website.

04/2004 – 07/2006 Midway Services Clearwater, FL

Network Administrator – Full-time

Administered a LAN/WAN running Windows 2003 with Active Directory, three SQL Servers, two Print Servers, an ICA Server and an Exchange Server.

Responsible for configuration, updates, troubleshooting and security of Midway Service’s Domain.

Managed the Technical Service Department, providing support to over 300 personnel on and offsite.

Responsible for planning, organizing and implementing all RJ11 and RJ45 wiring of additions to building.

07/2003 – 03/2004 Covenant College Lookout Mtn., GA

Student Support Specialist – Full-time

Project leader for design, development and implementation of a medium wireless network utilizing over 60 Cisco Aironet 1200 series Access Points and over 25 Netgear Stackable Switches.

Responsible for configuration, updates, troubleshooting and security of all Access Points and Switches using Wavelink software.

Computer Technician responsible for installation of wireless cards and support to over 1000 students running Windows 95/98/NT/2000/XP, Macintosh OS X, and Linux Redhat 9.0.

Administer security for all wireless traffic using a Bridge Server running Linux Slackware and MySQL for logging students into an Access database. Support a SQL Server with SurfControl software and scripts for recording all traffic coming and going from the campus into a SQL database.

10/2001 – 07/2003 University of TN, Math Department Chattanooga, TN

Systems Administrator – Full-time

Responsible for network administration to a LAN running Windows 2000 Server with Active Directory.

Provided technical support for over 50 computers running Windows95/98/NT/2000 Professional. Responsible for all hardware and software upgrades. Maintained security control of over 26 computers in a math laboratory using Symantec Ghost for multicast imaging.

Provided various programming skills to support development and design of math professors’ websites.

EDUCATION

BS, Computer Science, University of Tennessee – 2002

REFERENCES

Available Upon Request

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