Domino Architec, Systems Administrator.

|Sergio G. Zarate |**** Oakhurst Ct, |Phone: 513-***-**** |

| |Cincinnati, OH 45241|Email: |

| | |abgfw7@r.postjobfree.com |

SUMMARY OF QUALIFICATIONS:

. Bilingual English/Spanish IT Professional with 20 years of experience in

Lotus Domino Systems Administration and End User Technical Support,

Network and Telecommunications.

Skills:

. SLA/Contract.

. Problem Solving.

. ITIL Methodology.

. Process Improvement.

. Domino Architect.

. Mobile Communication.

. IBM Certified Lotus Domino Specialist.

. IBM Certified Systems Administrator - Lotus Sametime.

Technical Skills:

Operating Systems: Windows NT, 2000, 2003, Windows XP, & 7.

IBM Applications: Lotus Notes\Domino 4.6 through 8.x, Sametime 6.x

through 8.5, Sametime Gateway on Websphere

Application Server V6.1, Sametime Advanced on RedHat

AS4, Lotus Quickplace 1.0 through Quickr 8.5,

Domino.Doc.

Other Applications & Tools:

Backup Solutions: Tivoli for Domino, ArcServe, Netbackup.

Monitoring: HP Sitescope, HP Insight Manager.

Antivirus: Symantec Corporate Edition, Trend Micro Scanmail, Sophos AV.

Mail: Exchange 2000, Domino 8.5.X.

Misc: Microsoft Office 2003 and 2007, Visio, PCAnywhere, Remote Desktop,

Acrobat Professional. VMware, Blackberry Enterprise

Server (BES). Traveler for Iphone and Android

devices.

Hardware: HP Proliant and Compaq servers, Cisco and Bay Network routers

and various switches, Remote Insight and Integrated

Lights-Out boards.

PROFESSIONAL EXPERIENCE:

United States Steel Corporation Pittsburgh, Pennsylvania

Jan 2011 - Apr 2012

ITO Service Delivery Consultant III

Global Service Desk (GSD); First level support member for the entire

corporation in US and Canada. General support for the continuous daily

operation of the company; from administrative requests, to front end

technical application issues and process control issues that could cause

plants to stop the shipping or productions lines. Entails: Administrative

Requests, Technical Issues, and Process Control requests.

Responsibilities:

. Assigned to the team in charge of reviewing and updating technical

documentation to troubleshoot and escalate issues used by GSD agents.

By maintaining that accurate and updated, agents increased efficiency

by 15%, reduced time on phone, and shortened amounts of abandoned

calls.

. As technical leader, the most frequent and common issues were reviewed

so they could be handled and solved by the GSD on the first call,

increasing this way Customer Satisfaction through enhanced First Call

Resolution by 25%.

Enterprise Services (ES) is a level 2 and 3 specialized team that

administers all Lotus Domino servers and all the collaborative tools for

the entire organization. Managed and troubleshooted Blackberry and Iphone

devices.

Responsibilities:

. As additional level 2 Support Specialist for Email, Sametime, and Quickr.

Decreased the amount of tickets on hold by 70%. Incidents were resolved

60% faster and "Completion Due Date" metrics also improved 60%.

. After the upgrade to version 8.5.3, I was assigned to create, improve,

and modify documentation for level 1 and 2 to support end users and

regular operations. This increased first call resolution efficiency by

40% and improved Customer Satisfaction. Incident Tickets were also

decreased by 20%.

. Architected with the team on the creation and testing of files to rollout

Lotus Notes Client 8.5.3 upgrade. By addressing the issues and

identifying conflicts removed 60% of failed upgrades.

. Assigned to work IBM on debugging and testing auto upgrades, reducing the

spent time to 50% of a fresh reinstallation of the application.

. Monitored and administered entire company wide email Infrastructure.

. Maintained replication schedules and cluster farms.

. Manage public address book for external users on various servers.

. Manage server console and issue server commands.

. Monitored Notes log.

. Installed user end clients and configuration issues.

. Verified periodic backups and restored when necessary.

. Administered Blackberry server (BES).

. Administered Iphone and Android devices Server (Traveler).

. Modified mail templates and pushed changes to production.

. Administrated the Lotus Sametime server and troubleshooted meeting issues

like repeated meetings and chat issues like disappeared buddy lists.

. Administrated the Lotus Quickplace and corrected security issues.

. Introduced ID vault db into the actual environment.

. Reviewed Certlog db to check on ids to expire to prevent service

interruption on user's side.

. Created and maintained schedule resources of physical rooms for scheduled

meetings.

General Electric Cincinnati, Ohio Jul

1999 - Dec 2010

ITO Service Delivery Consultant III

Senior Lotus Domino Administrator supporting collaborative web and java

enabled applications as Sametime Server, Sametime Connect and Meeting,

Quickplace, TeamRoom, and Domino.Doc. Also responsible for all server

Hardware, Monitoring, OS, and Active Directory. Assist Program Manager in

the implementation of best work practices, increasing productivity, as well

as customer satisfaction. Project Leader to General Electric (GE) by HP,

experienced in Pursuit, Transition, Steady State and Sun Setting of Global

Collaborative accounts. Managed offshore resources and facilitated a 7

person team dispersed in US, Spain, and India. Closed program after 10

years service.

Responsibilities:

. Promoted to Out of Domain Project Leader responsible for obtaining and

maintaining revenue into the whole delivery. Increased the income of the

program by 20% through high customer satisfaction and high salesmanship.

. Key member in making the Program transition's stage, 3 months early and

1/3 under expected budget.

. As member of the Architecture Team, we dramatically reduced the amount of

servers and introduced failover connection service. With the restructure,

increased service uptime by 30%.

. Six Sigma Black Belt project member that improved service ticket response

by 93% and resolution times by 52%.

. By researching on monitoring technologies/tools it was possible to lower

program operating costs by 15% and increased customer satisfaction by

50%.

. Architected IBM hotfixes for major bugs, increased uptime reliability by

70%.

. Administrated Notes servers to include server maintenance, user creation

and security management using version 5.x - 7.x.

. Upgraded servers from 5.x to 6.x and then to 7.x.

. Provided level 2 and 3 support to existing global Domino Servers.

. Performed daily Lotus Notes Administration tasks.

. Troubleshoot issues through a trouble ticket system and provided follow

up to resolution.

. Responsible for creating and modifying person documents and groups.

. Reposted users IDs, expired certificates, and certificate changes.

. Implemented antivirus solutions to prevent virus infections in the

infrastructure.

. Troubleshooted Sametime connection java enabled client as buddy list

issues.

. Troubleshooted Quickplace security membership and checkout corrupted

document issues.

NationsBank de M xico, S.A. D.F., M xico

Mar 1998 - Apr 1999

Project Engineer

Technical Specialist assigned to maintain and support all hardware

equipment (desktops, servers and PBX) for the trading room and operations.

In continuous communication with Corporate Office IT Support to align and

assure procedures and operation policies.

Responsibilities:

. As member of the Y2K Compliance Team, I was in charge of planning,

testing, and updating the firmware of all hardware that could impact and

affect the financial operation of the bank as well as document any

possible incident and its resolution.

. I was assigned to lead the integration of the information services

through communication links to provide timely financial information to

brokers from La Bolsa Mexicana de Valores, Banco de M xico, Bloomber,

Reuters, Eurobrokers, Prebon, etc.

. As daily operation, I was in charge of administering both the local

Network and Netware Server, as well as the communication equipment and

providing end user support, voice recording equipment and controlling

data and voice backup tapes.

Coopers & Lybrand M xico D.F., M xico Feb

1992 - Mar 1998

Supervisor

In charge of implementing and administering Lotus Notes servers for all

offices in the country. Leaded the Accounting Firm to a high end network

restructure in Mexico City and implemented LAN's in all country offices.

Leaded massive laptop installation/configuration and software training to

align them to specific requirements of Coopers & Lybrand Audit Support

System (CLASS). Administered the Novell network as daily task.

Responsibilities:

. Leaded the installation, configuration, and tune up of the first Lotus

Domino server for the firm and completed the migration to Windows NT and

upgraded to newer version of Domino. Also installed Windows servers and

registered Domino servers for all offices and enabled Email internally

for the firm. This reduced long distance phone expense and improved

internal documentation transfer.

. Defined replication and email transfer schedules in a hub-spoke

configuration.

. Completed a cost-benefit analysis to implement LAN's on every branch and

a WAN connection with them and Mexico City office. Participated on the

Network restructure from Arcnet to Ethernet. Leaded the effort and

supervised every physical installation of Ethernet LAN on each branch

office and worked with vendors on selecting the Ethernet Bay Networks

equipment that exceed the needs and allowed future growing.

. Developed an image installation package to reduce the installation time

by 65% in a massive laptop installation process. Documented the process

for others to follow.

. Administered the Novell Network by creating accounts, groups, menu

scripts, software upgrades in network mode for terminals. Upgraded Novell

OS and introduced Windows groupware.

EDUCATION:

Bachelor in Electronic Engineering.

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