Customer Service Manager

RUDY AKTAS

*** ******** ***** ? Northvale, NJ ***47

201-***-**** ? *********@****.***

http://www.linkedin.com/pub/rudy-aktas/a/3b8/877

INFORMATION TECHNOLOGY LEADER

Dynamic IT expert with 15+ years of progressive experience in IT management

positions including project management. Brings outstanding talents in

leading change throughout organizations to support cost reduction, profit

increase, and customer satisfaction.

Areas of Expertise

Leadership ~ Project/Vendor/Change Management ~ Negotiation ~ Asset

Management ~ Budgeting ~ Research / Analysis

Customer Service ~ Staff Training ~ Innovative Solutions ~ Decommissioning

Servers ~Cross Functional Collaboration

Certifications

PMP ~ VMware VCP 5 ~ ITIL V.3 Foundation ~ Lean Six Sigma Yellow Belt ~

Network+ ~ Security + ~ MCTS: Server 2008 R2, Server Virtualization ~

Microsoft (MCSE) ~ Linux+ / LPIC-1

DERFIA IT CONSULTING & IT PROJECT MANAGEMENT EXPERIENCE

oNE hUDSON mEDICAL aSSOCIATES, Edgewater, NJ ? Nov 2011 - Jun 2012

Assumed duties of an IT Project Manager during the build out of a new

medical practice. Developed the project charter, collected requirements for

the project, defined the scope, identified the stakeholders and created a

WBS. Designed and implemented the network infrastructure and procured all

IT equipment. Worked very closely with the architect, electrician, and the

cable installers from construction to completion. Attended weekly progress

meetings with all parties. Built a LAN room, configured the MS Server 2008

R2 & SBS 2011, AD, DNS, DHCP, Print & virtualized EMR applications.

Configured SonicWall TZ 215 firewall and SonicPoint Ni AP's devices.

Created site-to-site VPN and enabled SonicWall VPN solution for the medical

staff and established vendor access. Negotiated and procured all Telco

equipment and data/voice services. Converted copper based phone lines to a

CaaS based VoIP phone system to avoid costly PBX installation.

firstmed family medical Health Care, Northvale, NJ, ? Aug 2011 - Oct 2011

Worked as an IT Consultant, manage the migration non-domain based workgroup

computers to domain based platform Windows Server 2008 R2 platform; secured

connections to the all servers, computers, tablet PCs, and medical

information systems. Configured SonicWall Secure VPN solution to medical

vendors and staff. Negotiated and procured on behalf of the client for Dell

servers, SonicWall firewalls, HP printers/copiers, and desktop/tablet

computers. Installed Symantec Backup Exec 2010, Microsoft Server 2008 R2 &

SBS Server 2011 for File, AD, Print, DNS, and DHCP services. Purchased a

domain name and created corporate e-mail accounts for the staff members.

Virtualized a UNIX SCO OpenServer R5 based Medical Manager billing system

by using VMware Server 2 on Windows SBS 2011 server. Trained and mentored

practice staff on new systems and continue provide on going service and

support.

Selected Achievements:

* Reduced the annual telecommunication bills by 30% by replacing PBX

with CaaS based VoIP phone system.

* Virtualized the eClinicalWorks EMR Application by using the Windows

Server 2008 R2 Remote Desktop Session Host

* Decommission the old UNIX SCO based OpenServer R5 and convert it to

VMware virtual environment.

* Implemented staff messaging system and new tape/SaaS backup solution

to secure medical practice data.

elite traveler media group, New York, ? NY, July 2011

Directed company relocation, including building a new office and network

infrastructure for the future growth. Procured and configured Server 2008

File/Print servers, VoIP phones, Cisco switches, SonicWall TZ210 firewall

and HP printers; established a VPN connection to the UK HQ. Migrated Novell

GroupWise email accounts to Microsoft Exchange 2007 mail stores in the UK.

pROGRESSIVE MEDIA GROUP, San Francisco, CA, ? May 2011

Worked as an IT Consultant for a UK based Media Publishing Company to open

their new location at the West Cost. Build a new network infrastructure,

negotiated, procured and configured all Dell R510 servers, Cisco switches,

APC UPS, HP network printers, desktops and laptop computers. Installed and

configured Windows Server 2008 R2 for file, print, DNS and DHCP services.

Configured AD as a RODC for Branch Office due to slow/high latency to the

UK HQ. Worked with Telco companies; configured/installed data links and

VoIP phones. Configured SonicWall TZ210 Firewall, AdTran router, and Cisco

Switches to create VLan for data/voice networks and secure VPN connection

to UK data center.

RUDY AKTAS ? *********@****.*** ? Page Two

PROFESSIONAL EXPERIENCE

datamonitor, inc., New York, NY ? Aug 1999 - Apr 2011

IT Service Manager: Led critical data center 24/7 operations for

Datamonitor's North American headquarters with servers supporting multi-

million dollar global consulting services; liaised with CFO/management to

establish project goals, develop business plans and managed all IT assets

across the 6 offices.

* Lead, manage and train team of 5 IT professionals, providing 24/7

customer service & support across the US and AP.

* Primary point of contact for Network Operations; managed IT Department

to provide level I/II&III service & support for primary 200+ users

across six offices in the US and 150+ users in Asia-Pac. Additionally,

worked collaboratively with the UK headquarters to support the 1700+

users globally.

* Directed successful transaction of Exchange 5.5 to 2003 and Exchange

2010 servers and maintained Black Berry Enterprise and Enterprise

Express Servers; as well as critical system installation/data

migration projects.

* Managed/maintained daily operation VMware vSphere 4.1, Microsoft Hyper-

V, SSVMM 2008, Windows Server 2003, 2008/R2, SQL 2008 and messaging

servers, included, Exchange 5.5, 2003, & 2010 Servers.

* Monitored network performance using SolarWinds Orion NPM Monitoring

tools and implemented application/OS patching based on Microsoft WSUS

and IT.Shavlik.

* Configured/deployed Cisco 2600 & 2800 routers and switches.

Established VPN connections between six offices in North America and

the UK headquarters with FortiGate 200 Appliances.

* Collaborated with parent company to implement ITIL V.3 based Service-

Now application to manage Service Desk Ticketing system and Asset

Management solution.

* Performed server room racking and stacking as well decomminissioning

servers from the datacenter and recycle old servers

* Administered daily backup of all U.S. offices using IBM Auto Tape

Libraries with TSM-Tivoli Storage Manager and Symantec Backup Exec.

Selected Achievements:

* Reduced purchasing costs of all servers, desktops, laptops, MFC and

Telco peripherals in U.S. operations by more than 20% through

successful negotiations.

* Worked closely with HR and Finance to create plan, policies and

procedures to managed all company assets including laptops, Cell

phones, PDAs, and projectors that assigned to employees.

* Developed custom inventory control and asset management application to

track computer equipment, peripherals, and ticketing system. Work with

Finance and HR to include customized employee management modules and

deployed globally to all offices.

* Led software development efforts to create SFA application for

tracking leads to assist sales team in customizing client

interactions, thus, enable senior management in enhancing sales

forecast accuracy.

* Successfully negotiated and renewed Microsoft Volume Licenses for

servers, computers, back and front office applications and development

team across the organization.

* Cut the IT Production cost by decommissioning the server hardware by

moving existing applications to MS Hyper-V Servers.

* Managed & Procured all Telco equipments such as Avaya Definity & VoIP

Gateway systems, call management and call tracking system as well as

implementing Polycom Video Conference equipments.

* Coordinated build-out of Chicago, Silicon Valley, San Francisco,

Boston, Canandaigua, and Scranton offices for sales, support and

business analyst staff. Drafted floor plans, designed layout of

incorporating servers, Telco equipments, AC units, and wiring

data/voice and electrical lines. Expanded technology infrastructure

and data center to support company branch offices across the US.

* Negotiated with landlords/leasing agents; liaised with architects,

interior designers and general contractors.

* Reduced $ 500,000 in telecommunication & expansion cost over 10 year

period.

RCS Computer Experience, New York, NY ? Jan 1996 - May 1999

Senior Field Service Manager/Engineer: Oversaw team of 6 field technicians

to provide technical support for small to midsized businesses, including

staff training and assistance in earning repair certifications.

Collaborated with sales managers in securing service contracts; analyzed

information to determine/recommend layout for type of computers/peripheral

equipment to install to existing system. Led team to diagnose PCs/Macs for

hard/software issues and restoration. Provided field service for clients as

well as Level II/III support.

EDUCATION

Master of Science in Computer Science, New York Institute of Technology, NY

12/2009

Bachelor of Science in Computer Science, New York Institute of Technology,

NY 5/2008

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