Customer Service Manager

Sam Kane

Small business Consultant - Residential

San Jose, CA

***.****@*****.*** - 408-***-****

WORK EXPERIENCE

Residential / Small business IT Consulting

Cabot, AR - June 2010 to Present

Hardware and software installation/repair/integration

● System problem diagnosis

● Data migrations

● Virus/malware removal

● Software/web use training

● Cell phone repair/jailbreaking/rooting/flashing

Senior Systems Analyst

Taos Mountain Consulting - San Jose, CA - March 2010 to June 2010

Completed timely analysis of client IT infrastructure

● Documented Client infrastructure issues and presented findings to client executive team

● Completed tasks required to remediate client issues (Group policy changes, DNS restructuring, Setting up

active directory sites, creating domain user groups / login scripts to facilitate easier access to corporate shares,

setting up/tuning firewall policies)

● Wrote and implemented policies and procedures needed to remediate client deficiencies

Computer Operations Manager

Asyst Technologies, Inc - Fremont, CA - June 2007 to December 2009

Managed worldwide IT computer operations group. Fully hands on. Never left the trenches.

● Lead efforts to identify and evaluate all critical systems. Designing and implementing security processes

and procedures where needed.

● Supervised activities of all Systems Administrators and Helpdesk personnel worldwide.

● Successfully completed first phase of VMWare ESX implementation.

● Implemented Microsoft OCS company-wide as a means for users to more easily collaborate worldwide.

● Successfully integrated IT systems of company acquired via buyout.

● Headed IT systems Risk Assessment Team charged with analyzing all critical systems, developing reports

to document system vulnerabilities, and recommend appropriate solutions.

● Implemented strict security measures for core finance systems using separate VLan, stricter firewall policies,

and an idp system.

Senior Systems Administrator

Asyst Technologies, Inc - Fremont, CA - 2004 to 2007

Wrote and implemented policies and procedures, remediating numerous deficiencies and helping to establish

worldwide IT regulatory compliance (SOX 404).

● Implemented and administered SAN environment.

● Lead IT team responsible for the move of corporate headquarters, completing entire datacenter move in

the allotted two day window.

● Lead worldwide 1500+ user email migration from Exchange 5.5 to Exchange 2003, ensuring no loss of

corporate email and minimal downtime for each site.

● Implemented Blackberry Enterprise Server.

● Developed curricula to facilitate awareness training for management and employees.

● Provided 24x7 second and third tier support for entire worldwide user base.

Systems Administrator II

Asyst Technologies, Inc - Fremont, CA - 2001 to 2004

Lead corporate migration from Windows NT domain to Microsoft Windows Active Directory domain system.

Researched and implemented backup strategy to ensure safety of corporate data.

● Recognized for outstanding quality of customer service with numerous customer-support awards and

personal commendation from clients.

EDUCATION

AS in Electronics Technology

Heald Institute of Technology - Milpitas, CA

1996 to 1998

ADDITIONAL INFORMATION

Core Competencies: Cisco router/switch management; Microsoft licensing administration; Microsoft Active

Directory Administration; DHCP; DNS; WINS; Microsoft IIS Administration; Microsoft Exchange Administration;

Microsoft OCS Administration; Microsoft Sharepoint Administration; Blackberry administration; Business

Impact Analysis; Vendor Management; Regulatory Compliance; Data Integrity/Recovery; Disaster Recovery

Planning; Contingency Planning; Network & Systems Security; Risk Assessment; Cost Benefits Analysis

Platforms: Microsoft Operating Systems from DOS on; Linux; Mac OS; VMWare ESX; Cisco IOS; Android

Tools/Applications: GFI Security Suite (Network Server Monitor, Languard, EventsManager); Tripwire; LAN

Manager; McAfee/Norton Virus Protection Utilities; Snort; Legato Networker; Symantec Backup Exec; Norton

Ghost; VMWare Server; VMWare Workstation; Exchange Server; BES; Microsoft Office System (including

Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Microsoft Outlook, and Microsoft

Office Communicator); Microsoft Project; Microsoft Visio.

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