Manager Customer Service
Resume:
Vincent S. Ventura
Murrieta, CA 92562
Direct: 619-***-****
Email: *******.*******@*****.***
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Qualifications:
Information Technology professional with a demonstrated success in
Client Engineering, Systems Engineering, Network Administration, and
Data Center /Network Operations Center. Proven expertise and strong
ability to increase reliability, maximize productivity, and introduce
system and operational efficiencies.
Areas of expertise include:
. Network Installation and Configuration
. Project Management
. Network Operations Center
. Remote Diagnosis, Troubleshooting, and maintenance
. Customer Service Liason
. Strategic and Tactical planning
. Systems Analysis
. Design Solutions
. Problem Resolution
. Configuration and Implementation
. Security Administration
Summary of Experience:
. 7 years working with different server platforms HP, Dell, and IBM
. 9 years Level 1 - 3 support technician
. 6 years working Active Directory in a multi-site/domain windows
2000/3003 environment, DNS, DHCP, & WINS server administration
. 8 months working at 365 Main Datacenter in Oakland racking various
servers, routers, switches for ISP and Telco providers. Cross-connect
copper, fiber and coax between MPOE and Demarcs for data and voice.
. 2 years administration for Netcool Monitoring suite of products
. 2 years working with Linux and Solaris platforms.
. 2 years Perl scripting for Netcool alert processing
. 1 year vbscript, wmi, and wsh scripting
EDUCATION
HEALD Technical College, Hayward, CA Graduated -
06/2001
Windows 2000 MCSA Certification
ITT Technical Institute, Hayward, CA
Graduated - 08/2000
Associate of Applied Science in Electronics Engineering
CERTIFICATIONS & ACCOMPLISHMENTS
BMC ITIL V.3 Foundation
Project Management Certified Level 1-3
. Project Requirements Bootcamp
. COMPTIA A+ certification - Hardware and Software PC repair
. Microsoft Certified Professional - Implementing and supporting NT 4.0
Workstation
. Microsoft Certified Professional - Installing, Configuring, and
Administrating 2000 Professional and Server
. Microsoft Certified Professional - Implementing and Administering 2000
Network Infrastructure
. Microsoft Certified Professional - Implementing and Administering 2000
Active Directory Services
. MCSA 2000 Certification
. Introduction to SQL, SQL Plus, & PL/SQL course- certificate 2006
PROFESSIONAL EXPERIENCES
Bergelectric Corporation, Escondido, CA
Network Administrator
02/2008- Present
. Provide Level 3 NOC support
. Manage and Administer TrendMicro Officescan servers
. Manage and Administer WSUS server and patch management
. Manage and Administer Blackberry Enterprise Server
. Manage and Administer Active Directory Environment for 12 remote
branch locations.
. Manage and Assist with data center upgrades and cable management.
. Manage all window server maintenance and upgrades.
. Maintain multiple ESX and ESXi servers on HP blades
. Manage and Administer Vsphere 4 virtual machines and Citrix Xenapp
environment
Applied Biosystems, Foster City, CA
IT Systems Engineer, Tools and Automation Division
06/2005- 01/2008
. Administration and configuration of Monitors of Monitors (Netcool)
with other EMS systems like BigBrother, Oracle Enterprise Manager,
Domino GSX, and HP OpenView
. Monitor all production and test systems and applications
. Oversee all availability management processes tie in with problem
management
- Automatic Problem ticket creation, processing and queue management
via Remedy and Netcool
. Client Engineering responsibilities include application validations on
a single desktop image for all workstations, Ghost desktop image
creations and automated imaging process, software and hardware
standards, WSUS patch deployment on multiple WSUS site servers.
Supervisor, Field Automation Division (Applied Biosystems)
01/2004- 06/2005
. Maintained 50% hands-on support with troubleshooting escalations and
50% supervision for Day to Day processes and management.
. Provided executive level services to key stakeholders in the America's
Service, Support, and Sales organizations.
. Assisted third-level product specialist with laptop\desktop
customizations and performance benchmarks to ensure product
application compatibility and streamline external customer
troubleshooting.
Sr. Field Automation Specialist (Applied Biosystems)
09/2001 - 01/2004
. Supported over 500 + Field Users across North America and Canada with
both Tier 1 & 2 support using various remote tools such as VNC, Webex,
and Dameware.
. Maintained service levels by minimizing break\fix turnaround times to
less than 3 days by providing loaner laptops.
. Setup and provide logistics for National Sales and Service conferences
in North America.
. Maintain asset management and storage for all assets under the
Americas organization.
Datacenter and Network Operation Experience
Global Netoptex, Inc. 365 Main Datacenter in Oakland, CA
NOC Level II Technician, part time - weekends only
01/2007- 08/2007
. Monitor, troubleshooting, and resolve Tier 1 and 2 local area network
problems and escalate to tier 3 to resolve more in depth problems
. Fielding and documenting network related trouble notifications (calls,
alerts, official notifications)
. Analyzing and reporting network performance data from MRTG and Nagios
alerts
. Modifying configurations of network device at customers request
. Handle Cross Connect requests and audits for Data and Voice.
. Installed fiber, copper, and coax throughout entire datacenter (From
meet-me-room to customer premise)
All Covered, Inc. Redwood City, CA
NOC Technician, part time - weekends only
03/2006-03/2007
. Manage alert, email, ticket, and answering service queue
. Detect, assess, remotely resolve, or escalate to on-call consultants
on all priority server alerts across 1000 small business clients in
the North America
. Configure and administer all server monitoring agents on new or
existing clients using N-able monitoring agents and probes
Luk & Associates, Hercules, CA
Network\Desktop Consultant for Engineering Firm
01/2001-01/2004
. Implemented and designed Active Directory mixed mode environment for a
15-Users environment utilizing Microsoft SBS 2000.
. Purchased, configured, and recommended server and workstation hardware
specific to AutoCAD requirements.
. Maintained VERITAS backup schedules with thorough follow-up and
documentation with end-users as well as proactive communication with
other technical associates. .
. Implemented and configured VPN\Firewall server utilizing Zyxel
Internet security appliance.
. Maintained and administered Exchange 2003
. Break\fixed repairs and workstation custom upgrades.
Alternative Resource Corporation - Cisco Systems, Inc., Milpitas, CA
2nd Level Desktop Support Technician
12/2000 - 04/2001
. Responsible for providing 95% laptop and 5% desktop services for 2
designated buildings that consisted of 400 end users by providing
system administration through user account creation, maintaining
break\fix scheduled appointments, and ticket queue management.
. Ensured Service Level Agreements were met or exceeded accordingly to
Cisco's customer satisfaction with an average of 20 service calls per
day that were completed at different priority response times.
Makay & Somps Engineering, Pleasanton, CA
Corporate System Technician, 06/2000 - 11/2000
. Provided 80% desktop and 20% helpdesk support for 250+ end-users
spanning 5 different remote locations on Windows 95 and NT 4.0
workstation environment.
. Server administration included creating, managing and troubleshooting
user accounts using User Manager/Server Manager on Windows NT Servers,
Installing, configuring and troubleshooting Print Servers, maintain
backup solutions with Veritas Backup software, and providing
maintenance and troubleshooting to File Server's Raid arrays.
. Provided other additional duties including Cat-5 cabling, TCP-IP and
local printer setup and maintenance, image 9x and NT 4.0 stations via
ghost utility, service and rebuild raid servers (software and
hardware), purchase and build desktops, and software and hardware
maintenances and inventories.
Contact this candidate