Engineer Customer Service
Resume:
Vladimir Shvets
********.******@*****.***
Objective
A highly motivated and committed professional seeking a challenging
position, which will make use of my current skills as well as allow me to
expand my knowledge in various fields of Information Technology.
Certifications
Cisco Certified Network Associate (CCNA), Cisco Certified Network Associate
(CCNA): Wireless, Security+, Citrix Certified Administrator (CCA) for
Citrix Edgesight 4.5, Microsoft Certified Technology Specialist (MCTS) SQL
Server 2008
Technical Expertise
Windows 2000, XP, Vista, Windows 7, Windows Server NT4.0, 2000, 2003,
2008(R2). Norton Ghost, CA Unicenter Desktop & Server Management, Tilovi,
SMS ZTI, Connectwise, Remedy and ServiceCenter ticketing systems, Track-It,
McAfee ePolicy Orchestrator 4.6, Microsoft WSUS, VMware Server 2.0, VMware
Workstation 7.0, N-Able N-central, Rightfax 9.3, Windows System Image Maker
6.1
Experience
FPIC, Inc. Jacksonville, FL
Systems Administrator February 2011 - Present
Responsible for installation/configuration, operation and maintenance of
systems hardware, software and related infrastructure for the IT
Department.
. Maintain a nationwide Windows domain environment consisting of 45
Windows Servers, 300+ workstations, 50+ laptops and 350+ users.
. Create, test and deploy Windows XP and Windows 7 images for various
hardware platforms
. Utilize scripting languages to automate processes, such as VBScript
and PowerShell 2.0
. Administer and sustain a company wide antivirus solution utilizing
McAfee ePolicy Orchestrator 4.6
. Build and maintain a test Windows domain in a virtual environment
utilizing VMware Server 2.0 and VMware Workstation 7.1
. Provision Active Directory objects; such as users, computers an and
groups
. Create, test and deploy Group Policy Objects within the Active
Directory infrastructure
. Schedule and perform monthly security patches in accordance with
established policies
. Act as an escalation point for the Help Desk Technician, performing
tier 2 troubleshooting and support to end users
. Coordinate all aspects of hardware refresh, migrating from Windows XP
to Windows 7
Enterprise Integration Jacksonville, FL
CSX March 2010 - February 2011
System Engineer
Setup and maintain Citrix Edgesight infrastructure within the CSX
environment in order to ensure operational readiness of the CMOR Kiosks.
. Install, configure and maintain Citrix Edgesight for Endpoints 5.3
server and clients
. Install, configure and maintain Microsoft Server 2008 and Microsoft
SQL Server 2008
. Design, test and implement various hardware and software alerts based
on predefined thresholds.
. Design automated solutions for common issues and work with internal
teams to engineer, test and implement said solutions.
. Work closely with the CMOR application team and onsite support to
ensure Kiosk hardware and software is in proper operating condition.
MPS / MPSGI / Rayonier February 2009 - March 2010
Network Operations Center Engineer
As a member of the Service Desk, responsible for providing end user support
via an ACD line as well as working/resolving of unassigned incident
tickets.
. Receive and respond to incoming calls and e-mails regarding end user
software/hardware issues.
. Perform remote analysis, diagnosis and resolution of complex PC
problems, implementing remote corrective solutions.
. Communicate accurate and timely status of incidents to the end users
. Work with end users to resolve problems within assigned Service Level
Agreement
. Configure, maintain and troubleshoot end user workstation hardware and
software products
. Work with escalation teams to various issues and report resolution
status to the end user
. Meet metrics including SLA, call statistics, customer service
statistics, ticket quality and billable hours.
Merrill Lynch Jacksonville, FL
Senior Specialist November 2007 - November 2008
Member of an operations team supporting the CA Unicenter Software Delivery
System. Interface with software deployment teams to resolve issues and
address requirements. Perform project work to plan new and upgrade
deployments.
. Participate in monthly deployments to 28,000 workstation, which may
include Operating System and core application updates.
. Produce deployment status reports on a predetermined schedule to
internal IT groups and clients.
. Accept and complete troubleshooting tickets within the guidelines of a
SLA, utilizing Remedy ticketing system.
. Participate in various deployment projects, such as CA Unicenter
environment cleanup efforts, Hardware Refresh project and Office 2007
rollout.
Bank of America Jacksonville, FL
Senior System Support Specialist June 1999 - November 2007
Support of Jacksonville Consumer Real Estate Associates and Business
Partners in their hardware and software issues, which include but are not
limited to application support, maintenance and upgrades to existing
hardware/software platforms, and daily support for any related PC issues.
Environment consisted of 1200+ Windows XP workstations, 300+ LAN printers
as well as print queue administration on 7 Windows 2003 Servers.
. Accept and complete troubleshooting tickets within the guidelines of
a SLA, utilizing ServiceCenter ticketing system.
. Deployed requested software to desktop and server platforms
utilizing Tivoli Software Distribution web console.
. Monitored multiple servers via WhatsUp Network Management software.
. Setup a Red Hat Linux file server to host data for a software
deployment.
. Created, maintained and deployed workstation images utilizing Norton
Ghost utility.
. Administered nationwide Windows NT 4.0 domain, locally this
consisted of 1200+ workstations, 2 domain controllers and 7 Print
Servers.
. Oversee server hardware installation by vendors.
. Performed scheduled data backup and rotation of tapes to offsite
facilities.
. Worked closely with the Network Support group to effectively
troubleshoot any connectivity issues within the supported area.
. Maintain several server batch jobs utilizing Windows Task
Scheduler, thus ensuring the successfully completion of the job and
troubleshooting any failures.
. Managed multiple projects, such as printer decommission and rollout
as well as hardware refresh.
. Facilitated the rollout of multiple Loan Centers, which consisted of
server and workstation deployment, as well as management of on-site
technical staff.
. Directed cleanup of several Active Directory global groups, by
coordinating efforts with Bank of America Wan Security and
Jacksonville Consumer Real Estate Technical Support.
. Assisted in migration of users from Windows NT domain to Windows
2000 Active Directory domain, which consisted of workstation
deployment and user data transfer into the new environment.
Education and Training
Associate of Arts, Florida Community College of Jacksonville
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