Customer Service Management

KOSAMU WAISWA

** ****** ****** (#**) JERSEY CITY NJ, 07305 ? 201-***-**** ?

**********@*****.**.**

Certified IT Professional, with skills and knowledge in network systems

configuration, administration, monitoring, disaster recovery and data

provisioning. With relevant experience of providing solutions for critical

network systems infrastructure including firewall/router/switch/server

install/configuration, user level support, deployment and enhancement to

all network devices and security infrastructure. Self-starter, highly

analytical with aptitude for quickly scrutinizing environments to identify

and prioritize needs/risks and develop solutions. With a substantive track

record of delivering projects on time, with minimal impact to production

and user productivity.

.

CORE SKILLS HIGHLIGHTS

? Enterprise Monitoring ? Network/System

Administration

? Network/System Engineering ? Data Backup & Recovery

? Workstation/Server Configuration ?

Account Management

? Hardware/Software Configuration ?

System/root cause analysis

? Network Infrastructure ? Active Directory & GPOs

? Project Management ?

Virtualization (Hyper- V)

TECHNICAL PROFICIENCIES

Networking: Wired/Wireless Routers(Access Points), Firewalls,

L2/L3 Switches,

Ethernet/LAN/WAN, Routing protocols (OSPF, EIGRP, BGP, RIP),

Active Directory/GPO, Domain Controllers, Terminal Server,

VPN

Virtualization, DNS, DHCP, FTP, TCP/IP,

OSI Model, VLAN, PKI

IP

addressing & sub-netting, network cabling, Wireless

networking standards; 802.11a, 802.11b, 802.11g, 802.11n.

Hardware: Motherboards (ATX, Micro ATX, BTX), NICs, SCSI,

SATA, IDE, Peripheral devices and memory

modules, Cisco/Linksys, POE Switch, Cat

5/5e/6, HP/Ricoh Printers, IDS/IPS systems.

Software: Symantec Backup Exec, RAID, Hyper-V, Virtual

box, MS Office 2003/2007/2010,

Antivirus (Trend Micro/McAfee/Symantec),

WDS, WSUS, WAIK, DFS, Wireshark, Google Apps, SNMP,

PuTTY terminal emulation program

Operating Systems: Windows Server

2008, Windows XP, Vista, 7, 8 Unix/Linux (Red Hat/Fedora),

CISCO IOS

Programming: Basic to moderate programming in Java, C, PHP, MYSQL,

MS Access, Business Intelligence tools such as

Data Warehousing, OLAP models.

Scripting: Windows Powershell, Bourne-Again Shell (Bash Shell).

Certifications: CompTIA A+ (June 2012)

Network+ (March 2013)

MCTS/MCP - Windows 7 Configuration (December

2012), MCITP - Windows Server 2008,

Server Administrator (March 2013)

PROFESSIONAL EXPERIENCE

Computer/Customer Support professional 04/2012 - 03/2013 The Mentor Network

(Flanders New Jersey)

. Perform general installs, move, add and change hardware, software

. Configure and troubleshoot Windows desktop Operating Systems: Windows

(2000, ME, XP/Professional, Vista & 7).

. Fix and perform component level repairs for desktops, laptops, and

other peripheral devices.

. Troubleshoot Printer problems and network connectivity issues.

. Provide general assistance and support to end users in a manner that

ensures utmost customer service.

. Perform any other duties as assigned by the program supervisor.

Systems Administrator 03/2009 -11/ 2009 (ICTlabs)

. Installing new hardware including computers, printers, and other

peripheral equipment

. Designed, configured and maintained both the physical and logical

network architecture according to specific company policy guidelines

and procedures

. Configured and managed Active Directory objects and DNS.

. Mapped network printers, network drives and folders according to

specific company policy rules

. Formulated, implemented and maintained accurate Group Policy

Management Procedures and rules

. Created access Control Lists, by configuring Active directory/NTFS and

shared folder permissions.

. Ensured network security, by installing new software and performing

system upgrades, employing antivirus software tools, patch management,

configuring firewalls.

. Managed and monitored the Network with the help of tools such as

Simple Network Management Protocol (SNMP) and packet analyzers such as

Wireshark.

. Configured and implemented Virtual Private Network (VPN) connection

strategies, setup and implemented Remote Desktop and Remote

Assistance.

. General maintenance and repair of computers, monitoring and upkeep of

entire network

. Troubleshooting problems with computer systems, including hardware,

software, network and peripheral equipment problems, promptly

responding to user requests.

. Install/Configure Firewalls/Routers/L2-L3 Switches

. Deploy/Create backup policy using third party backup software such as

Symantec Backup Exec

. Deploy/configure Distributed File Systems (DFS)

. Assist with project management

. Provided user desktop support for XP, Vista, and Windows 7 operating

systems

Merchandise & Customer Assist (MCA) Associate/Sears Holdings

Corporation/North gate mall (CA) 10/2011 - 12/2011

. Merchandising and Pricing of stock in the store assigned department

(MCA-Hard lines)

. Adverts:

i) Setting up and/or Printing signs/bin tags as transmitted by the

Sears Technical Support Team and/or requesting

and designing using the Sears Network Communication Device.

ii) Making sure that every sign is placed with the correct

merchandise, and that it is labeled with the correct price.

iii) Performing merchandise and price auditing using the Sears Network

Communicator (SNC) device, including locating merchandise in the

stockroom using the Sears Network Communicator (SNC).

. Freight: Sorting new merchandize to determine what should be Floor

Ready and what should be back stocked, or kept in the stockroom in a

specific location following the fixture integrity rules.

. Floor organization: Keeping the store floor looking tidy and

presentable, including constantly checking the fixtures and re-

organizing merchandise moved out of place by the customers,

replenishing merchandise on the floor at all times whenever necessary

and as required.

. Performing general re-stocking of the fixtures in the store, building

and putting down/up fixtures/displays, helping the customers to find

merchandise. Responsible for store presentation, thus creating an

excellent customer experience.

Data Manager 09/2006- 01/ 2011 (Uganda Police)

. Implement policies and guidelines for data management as formulated by

the top management

. Develop standard operating procedures for data handling and archiving.

. Maintain data management plans and operating instructions for complex

business systems and architectures.

. Provide guidance in identifying and defining data requirements.

. Run queries and provide statistics on data sets (accidents, death

rates and degrees of injury).

. Actively participate in the capture, processing and storage of data.

. Provide technical oversight for integrating new technology or new

initiatives into data standards and structures.

. Evaluate the design, selection, implementation and support of database

changes using associated business requirements and design documents.

. Maintain internal data asset library.

. Assist in setting milestones and timelines.

. Ensure the integrity, confidentiality and security of all datasets.

EDUCATION

. Bachelor of Science in Computer Science (US Equivalency) - January

2011

. Internetwork Engineering Program - PCage Career Institute,

Parsippany New Jersey, United States

(March 2013).This is a one year Vocational Diploma in Computer

Networking

For details about this Program view this link

(http://pcage.edu/files/NetEng_960_hrs_v9_1.pdf).

REFERENCES

Available upon request.

Contact this candidate