Customer Service Management
Resume:
Ernest F. Welter Jr.
************@*****.***
Help-Desk Analyst with comprehensive Data Centerbackground providing Intel-
based workstations and end-user support in multiple regions (US, Mexico and
Brazil). Diverse experience in all facets of IT from racking and stacking
to project management, vendor relations, data center design and planning,
customer service, leading team and peers to achieve the goals set forth by
management. Demonstrated success developing strong client relationships
using interpersonal communication skills.
CORE STRENGTHS
Desktop Support Network infrastructure design
MS SharePoint administration Data Center Planning and Provisioning
Break Fix Quality control
TECHNICAL SKILLS
Platforms MS Windows 2000 / 2003 / 2008, Windows XP / Vista / 7,
Hardware Intel-based Workstations and Servers, enclosures and DASD
Applications Outlook, Excel, Word, PowerPoint, Visio, Project, MS SharePoint
2007 / 2010, MS Office 2000, MS Office 97,2k, XP and 2010, MS
SharePoint and Designer, MS Visio, Lotus Notes, Norton Anti-Virus,
Symantec Ghost, Altiris Deployment and Notification server,
Internet Explorer 5.0,6.0, Installing and configuring Internet
access software, Remote Control software, Extend Connect, Windows
CE, Pocket PC 2002, Configuring and implementing Altiris with
Mobile devices and remote imagining. Remedy ticketing system as
well as a homegrown Lotus Notes app with Schindler.
Network Wireless Ethernet (Wi-Fi), TCP / IP, DHCP, DNS, Computer Network
Connectivity and Wiring Infrastructure, racking and stacking,
cabling, setting up for power and cooling in cabinets.
Soft Skills Problem Solving and Preventing, Technical Communication to
non-Technical Users, planning, creativity and a strong
understanding of data center operations and provisioning.
Hard Skills End-user Support / Helpdesk, Project Management, Hardware and
Software Troubleshooting, Building Intel-based Workstations and
Servers, Mobil device management and remote imaging, Malware
detection and removal, server data backup management and disaster
recovery
PROFESSIONAL EXPERIENCE
Citigroup, Georgetown, TX 2008 - 2013
Data Center Planning and Provisioning
. Responsibilities include data center planning and provisioning, project
management, planning for installs, ordering cabinets,
and infrastructure and quality control.
. Specialized in Microsoft SharePoint administration and was instrumental
in developing systems and collaboration with various sites for all of
North America, Mexico, and Brazil, Developed, designed and published
information and processes using templates and various standardized forms
to track daily BAU activities, all spare parts and other non asset
tracking, knowledge base activities, training calendars, conference room
scheduling and many other functions.
. Using MS Power Point and video conferencing, trained employees on
software and processes, while providing internal and external technical
support, system upgrades, and integration.
. Use MS Visio to create detailed drawings of equipment racks, routing,
electrical requirements, and lay-outs of the data center for the service
delivery teams Plan installations using best practices to create and
implement procedures for installation of new and existing hardware and
software changes using the most efficient methods.
. Investigate, recommend, and procure provisions, equipment, and services
to provide seamless transition and integration of assets within the
datacenter using Aperture.
. Purchase and receive hardware, track shipments, audit equipment and
record asset records.
. Using Remedy, or another ticketing system to log daily activities.
. Plan and facilitate physical location and layout of racks, servers, and
other asset configurations as necessary.
. Designed and implemented several rooms of cabinets with infrastructure,
achieving a exemplary level of 100% accuracy and increasing efficiency
which resulted in major cost savings for the company saving over a
million dollars in parts and labor.
. Direct and supervise personnel responsible for all incoming and outgoing
shipments, equipment configurations, spare parts management, and server
assets, IBM mainframe installations, EMC DASD installs, and all X86
server installs.
. Using build, change and configuration management to create a solid set of
procedures like tile cut templates, install checklists, and a check out
process that ensures proper documentation of assets.
Ernest F Welter Jr. (Page 2 of 2)
. Troubleshoot, repair, and perform maintenance on servers, printers and
PC's as needed.
. Provide high-level technician and help desk support. Act as liaison with
other service providers and vendors including but not limited to: HP,
Dell, and IBM.
. Coordinate and facilitate procurement of parts, schedule repairs, build
rack configurations, stack servers.
. Actively participated as an advisor, made recommendations, and provided
feedback regarding state-wide Data Center operations in multiple
locations.
. Work closely with management to develop new policies and procedures.
. Demonstrate hands-on knowledge and aptitude related to all aspects of
design, implementation, and installation of hardware throughout the
data center.
. Successfully implemented and supported department personal computers
and thin clients.
. Supported the data centers disk destruction process and procedures.
. Ran a global project for implementing the North American standard
spare parts management, also trained Japan, China, Korea and Mexico on
how to use the tracker.
. Specialized in Microsoft SharePoint and was instrumental in developing
systems and collaborating with various sites for all of North America,
Mexico, and Brazil, Developed, designed and published information and
processes using templates and various standardized forms to track
daily BAU activities, knowledge base activities, training calendars,
conference room scheduling and many other functions.
. Trained employees on software and processes, while providing internal
and external technical support, system upgrades, and integration.
. Successfully set up, supported and upgraded MS Windows XP / Vista / 7
operation system workstations.
. Managed hardware replacements and related budgets for user systems in
the data center.
. Recommended, investigated, analyzed, and tested new technology
solutions as needs demanded.
. Provided daily support to the team, including developing new policies
and procedures to make the team more efficient.
. Ran meetings for daily briefing and present on new and upcoming
technology.
. Set up and supported all the Video conferencing for the data center.
. 100% accurate in validating all assets in the data center on a
quarterly basis.
Schindler Elevator Corp. Morristown NJ
2001 - 2008 Customer Service Team Leader
As helpdesk/ Systems Analyst I answered phones and supported users
throughout the US, burned and configured new PC's and ship to users,
purchased new equipment and made purchase orders, calling vendors to make
the purchases, lead on configuring Ipaq PDA to Sync with Lotus notes,
. Lead on Video Conferencing, lead on PC inventory, configuring handheld
field dispatching tools and support the technicians that use the tool.
. Maintain and catalog all PC inventory. Backing up and restoring PC data
with Altiris PC Transplant,
. Making images and RIP files to install programs, remote control of PC for
troubleshooting.
. Manage PC lists in Altiris Deployment server.
. House calls to repair any problems with PC's in Building, Travel to
region offices to upgrade software and hardware.
. In 2007 Promoted to Team Leader and was responsible for the daily phone
statistics, reporting to IT manager the state of team.
. Conflict resolution and counseling of peers.
. Presenting to new hires what the IT department does for Schindler.
. Traveling around the country supporting business critical meetings and
product launches.
. Configuration Bench optimization, Inventory control, and several other
managerial duties.
EDUCATION
. University of Phoenix- Associate in information technology, 2007
. GEOTEC PC and Electronics Institute-A+ Certification 1999
TRAINING
. MS Certified Professional
. MS DST ( Desktop Support Tech)
. ITIL V.3
. A+
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