Customer Service Technical Support

Objective:

Succeed in the Information Technology field, and grow into leadership

roles by utilizing my technical, software/hardware and administrative

skills, and at the same time to experience new challenges and

opportunities.

Education:

San Diego State University -- Bachelor of Science in Computer Science.

(12/2002)

Emphasis in software programming, database management, and networking

Experience:

August 2003 * SupplyPro Inc - www.supplypro.com - San Diego, CA

To Present

- IT Manager: Feb. 2010- Now. SupplyPro Inc-www.supplypro.com

o Promoted to fulfill the IT Director position vacancy.

o Responsible for all aspects of our Information Technology

department supporting 1 headquarters office, 1 Offsite High-

Security AT&T Co-location, and 2 remote offices managing and

training a staff of 3 System Administrators.

o Implement and enforce policies to prioritize and provide fast

turnaround times to meet end user needs.

o Responsible to research and implement new solutions to increase our

services uptime, continuity and availability to all of our national

and international customers. Determine and recommend hardware and

software requirements

o Maintain Vendor relations and keep track of all contracts and

service renewals.

o Other duties include responsibilities described in Windows System

Administrator role (below)

- Windows System Administrator: March 2005- Feb. 2010. SupplyPro Inc-

www.supplypro.com

o Work directly with the IT Director to handle all issues.

o Maintain all servers, PCs, Phone systems, & network devices.

o Maintain company's LAN/WAN network in a Tier 3 Windows environment

following all standard network methodologies.

o Manage and maintain about critical servers (windows

2000/2003/2003R2/2008) and applications located in SupplyPro in-

house Data Center, Offsite High-Security AT&T Co-location facility

in Irvine, and 2 remote offices.

o Deploy and maintain an Active Directory environment (2003 level)

across all company sites assuring error free domain replications.

o Deploy, maintain, and troubleshoot company's DNS, and DHCP servers.

o SQL 2000/2005 Installation, maintenance, tuning and backup. Use of

MS SQL Server Management Studio.

o Build, maintain, and troubleshoot all application, IIS 5.0/6.0

(load balanced), and FTP servers keeping an updated Disaster

Recovery Plan.

o Deploy new Software releases to QA, Post-QA, and finally to

production servers monitoring all phases of the deployments and

performing rollbacks when necessary.

o Provide technical support to all employees spread across the San

Diego headquarters and 2 remote offices.

o Migrated company's Exchange servers from 2000 to 2003, and then to

2007.

o Manage backup and restore procedures using VERITAS Backup-Exec and

E-vault offsite software solutions.

o Setup custom MSSQL database interface implementation to support

national and international customers.

o Great Project Management experience and ethics through extensive

planning and testing prior to live deployments.

o Support the Tech-Support Team for escalated trouble tickets.

o Evaluate new hardware and software solutions.

o Manage firewall and VPN connections using CISCO Switches/Routers.

o VMware Certified. Administration of ESX 3.5 servers, Virtual

Infrastructure and EMC SAN Storage.

o Maintain phone and voice mail systems.

o Responsible for new EDI setups using AT&T VAN and Qualedi.

o Administered SharePoint servers. Installation, configuration and

maintenance of SharePoint server 2003.

o Assure a 99.9% uptime for all servers and applications with

afterhours support and response to server alerts.

- Sr. Technical Support Rep: Aug 2003- March 2005. SupplyPro Inc-

www.supplypro.com

o Provide a high level of technical support to both national and

international accounts.

o Resolve escalated issues within a 24 hour timeframe and provide

technical expertise to assist, build and configure client-side

HW/SW applications.

o Submit and participate in the planning/execution of customer's

enhancement requests (PDR and ECR) to meet customer needs and

enhance internal processes.

o Responsible for training clients as well as demonstrating HW/SW

features of the SupplyPro systems to existing and newly established

accounts.

o Create technical documentation for the SupplyPro systems, projects,

KB articles, and other technical processes using Visio.

o Research and Implement new tools to help the Customer Service group

better assist customers.

o Perform as a key liaison between the Technology/Engineering Dept.

and other non-technical groups within the organization.

o Test new applications and releases keeping detailed bug reports.

Oct. 2001 * San Diego State University - (TNS) Telecommunication and

Networking Services:

To Dec. 2002

- Network Technician/Analyst: San Diego State University--TNS

o Technical support identifying and solving customer problems and

needs.

o Provide over 7000+ SDSU Staff and Faculty members with Ethernet,

dial up, and network applications support.

o Network-related troubleshooting. Excellent communication,

administrative, and analytical skills.

Feb 2000 * San Diego State University - Main Computing Center

To Oct. 2001

o Computer Consultant/ Supervisor: San Diego State University-Main

Computing center.

San Diego State University Student Computer Lab

Consultant/Supervisor:

o Selected by department faculty to supervise computer lab. Helping

train and supervise new employees to meet the job's requirements.

o Provide technical support setting up, installing software,

networking, and maintaining 200+ stations running efficiently.

Technical Summary:

Networks/Hardware:

- Windows NT 4.0, 2000, 2003, 2003R2, 2008, Active Directory, DHCP,

DNS, Terminal Server/Services, IAS, TCP/IP...

- DELL PowerEdge/PowerVault servers, EMC SAN AX4-5i, Cisco 2800, 3600,

PIX Firewall, Catalyst 2960, Quantum SuperLoader3, Foundry IIS Load

Balancer, Barracuda SPAM filer...

Software:

- Windows 95/98/2000/2003/2003R2/2008/NT/XP/VISTA, MAC OS 9/X, RedHat

8, ESX server, VMWARE LabManager, Navisphere Express, MS Office

97/2000-03/XP/Vista, VSS, SharePoint, Cisco VPN Client, Norton Ghost,

Citrix GoToAssist/GotoMeeting, Query Analyzer/SQL Enterprise

2000/2005, Symantec BackupExec 9.x, 10.x, 11.x, Visual Studios

6.0/2005, TrendMicro/McAfee/AVG enterprise, Sharepoint server 2003,

Virtual PC2004, Virtual Server 2005, Oracle Designer 6i,

SalesLogix2000, Sage Peachtree Accounting Software, Windows

ActiveSync, Crystal Reports, Mercury Quick Test Professional 6.5, EDI,

RightFax, M2M ERP System ...

Customer/Technical support:

- Assessing customer needs and specifications. Troubleshooting Windows

based products. - Database Analysis.

- Working with Staff for new product implementation, HW/SW support and

performance improvement.

- Previous experience as a Sr. Technical Support Representative.

Software Development:

- Analyzing software requirements, designing software solutions,

writing, testing, and debugging.

Languages:

- C, Visual C++, Java, JavaScript, (SQL/PL MS SQL), UNIX (Korn/Perl

Shell Programming), M68k Assembly, HTML, VB,

VBScript, Active Server Pages (ASP), XML, Windows PowerShell.

Project Highlights:

- VMware Upgrade VI3.5 to VSphere

- EMC SAN Architecture design, setup and maintenance

- SQL server Database Upgrade from SQL 2000 to SQL 2005

- System Center Configuration Manager - SCCM 2007

Plan, test, and deploy to production to manage and deploy packages to

stations across network/offices

- IPSEC Active Directory Replication:

Plan, test, and deploy an inter-site Active Directory (AD) replication

via IPSEC to increase network security by closing all unnecessary open

ports in company PIX Firewalls.

- Windows Update Services WSUS Server:

Windows Server Update Services to control, secure, and monitor all

updates sent to all IT resources companywide.

- Microsoft Exchange Upgrade:

Responsible for Planning, testing, and deploying a new Exchange Server

2003, and 2007 environment.

- VMWare and LabManager Implementation:

Plan, test and deploy an ESX Lab environment to production.

- SupplyPro Systems Virtualization:

Plan, test, and deploy virtual machines of all SupplyPro Devices to

the Customer Service Department to enhance the response time while

troubleshooting and fixing SupplyPro customers hardware and software

issues.

- Symantec Backup Exec Migration/Upgrade:

Upgrade Symantec Backup Exec from 9.0 to 10d, 11d and 12d. Migrate

Backup Exec Media Server to new Hardware to increase performance.

- Data Center Move:

Plan and coordinate the move of all critical production servers to

AT&T 24x7 Data center in Irvine.

Certifications:

- VMware Certified Professional - VMware Infrastructure 3. (December

2008)

Languages:

- Fluent in French.

- Strong command of Arabic

- Extra-strong command of Spanish

References: -Available upon request.

Contact this candidate