Customer Service Manager
Resume:
John Lukash
Clifton Springs, NY 14432
********@*****.***
Skills:
• 15 years of experience in working in the Information Technology field.
• Trained others in the use of applications and in technical support methods
• LAN hardware/software administration, design, installation and configuration
• System Documentation, Inventory and SOP and policy creation
• TCP/IP Ethernet Networking, DHCP and static IP addressing, Wireless Networking
• Symantec Antivirus Corporate Edition and McAfee Virus Scan Enterprise
• Subject matter expert on Electronic Medical Records/Practice Management software
• Proficiency with various Trouble ticketing systems and Asset management tracking
software
• Networking: TCP/IP Ethernet Networking, DHCP and static IP addressing, wireless
networking
• Hardware Installation: NIC, Modem, HBA
• Operating Systems: Windows Server 2000, 2003, 2008, Solaris, Unix
Work Experience:
Senior Network Administrator 8/2011- Present
CMIT Solutions of Hickory, Hickory NC
• Install, configure and maintain network services, devices, and equipment to
customer and industry standards.
• Plan and support network and computing infrastructure
• Monitor system performance and implement performance tuning as required
• Train clients on the most effective use of their new and existing resources and
software.
Technical Account Manager 8/2008 – 6/2011
Biz Technology Solutions, Mooresville, NC
• Handled Client Support Calls and resolved daily hardware and network connectivity
issues
• Act as advanced technical support for issues relating to application support and network
performance.
• Became subject matter expert on Electronic Medical Records/Practice Management
software whether they be Web based or housed on the local server.
• Serve as Project Manager /Senior Technician on all projects for clients. This included the
migration of SQL Servers, FTP Servers, Domain Controllers and Virtual Machines
Running Windows Server 2003, 2008 Standard and 2008 R2
• LAN hardware/software administration, design, installation and
configuration
• Monitor system performance and implement performance tuning as required
• Working with RAID (Redundant Ar ray of Independent disks), SCSI (Small
Computer System In terface), SAN (Storage Area Networks) etc.
Field Service Manager 5/2005 – 8/2008
MK Computer Solutions, Rochester, NY
• Provide computer support services including; Desktop and Server deployment, computer
repair, software deployment and application support, Active Domain administration and
network infrastructure installation.
• Act a single source of IT service and products for the clients.
• Assist clients to secure and protect both their network and data.
• Manage a variety of IT projects.
• Train the customer on the use of any new equipment or software that is deployed.
• Provide technical support on any software or hardware that the customer needs or
acquires
• LAN hardware/software administration, design, installation and
configuration
Customer Support Manager 8/2002 - 5/2005
FrozenCPU, Fairport, NY
• Oversee day-to-day operations of a premier Internet retailer.
• Handle customer support issues of both technical and non-technical nature. Responsible
for troubleshooting any issues with the website.
• Tracked and maintained usage matrixes for website hits and visits.
• Ensured high visibility of the website through Search Engine Optimization methods
• Responsible for ensuring all new products are posted to website and categorized
correctly.
• Responsible for handling and tracking of all returns and RMAs.
Manager - Technical Services 5/2002 - 8/2002
EZ Central.com, Rochester, NY
• Duties included t roubleshooting hardware, software and connectivity issues
i n Windows environment on PCs running Windows XP, Vista and Windows
• Maintain network connectivity and overall systems health
• Installation of new equipment and software, data back-ups, LAN/WAN
connectivity.
• Handled Client Support Calls and resolved daily hardware and network
issues
Partner 5/1997 - 11/2001
NCCS Corp, Rochester, NY
• Installed and configured LANS, servers and workstations in a variety of work
environments using hubs, routers and other common networking equipment.
• Established and implemented security and administrative practices for customer’s
networks and desktop computers.
• Performed troubleshooting to correct computer software and hardware issues reported by
customers.
• Responsible for on time completion and overall profitability of all projects.
• Provided training and documentation to end users on the new data networks and
telephone systems to insure minimal loss of productivity
Technical Trainer 11/1997 - 1/2000
Xerox Channels Group, Rochester, NY
• Trained customer service representatives to support end users with setup, installation
and use of Xerox non-networked printers and multifunction devices.
• Monitored calls taken by representatives to access any additional training or corrective
action that needed to be taken.
• Served as part of the pre-launch support team for multiple Xerox printers and
multifunction printers.
• Served as Tier Three technical support for issues requiring escalation. Provided
advanced level technical support for printers, fax and telephony issues.
• Assisted in the implementation of a knowledge database software solution used by
customer service representatives and end users via the Internet.
Tank Platoon Leader 9/1983 - 9/1987
US Army
• Responsible for operation and accountability of 11.5 million dollars of U.S. Army property.
Oversee the health, welfare and training of a sixteen man tank platoon
Education:
Trained in EMC2 Clariion SAN Administration
Comp TIA A+ Computer Technician
5/1984 Niagara University, Bachelor of Science in Business Management.
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