Customer Service Management

CLARK VOSS *** **th St. NE Mason City,

IA 641-***-****

OBJECTIVE

Obtain an information technology position within an organization that

provides the opportunity to contribute and grow by utilizing and expanding

upon experiences, training, and education in the IT field.

SKILLS

. Leadership experience: managed Jr. Administrator and lead on large

scale projects.

. Proficient with MS Office 2003, 2007, 2008, and 2010 to include:

Entourage.

. Able to maneuver and troubleshoot within the following operating

systems: Windows 95/98/2000 NT, XP, 2000 server, 2003 server, 2008

server, Vista, Windows 7, Mac OSX, and Linux.

. Business information systems and information systems design.

. Notable soft skills: positive work ethics, good attitude, and desire

to learn and be trained.

. Business data communication.

. Information systems security.

. Information systems project management.

. Accounting, business economics, and statistics.

. Experienced with running networking cable, setting up routers,

switches, TCP\IP and installing network cards.

. Experienced with data communications, telephony (Cross Connects), and

networking, interfacing and connectivity, components (hardware and

software), planning and design LAN management control, and hot

aisle/cold aisle layout design for server rack placement.

. Analyze, evaluate, and research complex communication situations.

EXPERIENCE

TeamQuest, Clear Lake, IA:

Quality Control Engineer (4/10-Present)

. Conducts functional, application, regression, performance, and

penetration testing.

. Experience in navigating and testing with a multitude of platforms:

AIX, Solaris, HP-UX, Windows 2008 R2, Suse Linux, Red Hat Linux, and

VMware ESX, ESXi.

. Manage VMware Hosts/Guests, create/delete Datastores, and Clusters

within vSphere client.

. Experience in creating/deleting/manipulating Solaris Zone tables,

Project tables, and Pools.

. Establishes and maintains thorough documentation of all testing work

and results.

. Assists in planning for testing of alpha and beta versions of the

company's products.

. Adhere to software testing processes and prepare weekly status

reports.

. Experience with Agile based methodologies.

. Assists in designing and developing functional test procedures and

quality checks.

. Ensures that all assigned products meet quality and customer

performance standards.

. Assists in writing test cases for assigned product modules, building

test systems, and automating tests.

. Provide training in new procedures when they arise to other testing

staff and other departments when needed.

. Provide assistance monitoring server performance and space issues for

department testing and assist in corrective action.

. Assist in Product Generation, editing, and manipulating Perl scripts

for product builds.

Aerial Services Inc., Cedar Falls IA:

Network Administrator\Information System Manager (9/09-4/10)

. Maximization of the efficiency, reliability and security of the

network.

. Implementation of special technical projects when needed.

. Managed departmental budget, cost analysis of IT expenditures and

forecasting.

. Interfaced with vendors for procurement of technical equipment and

coordinated seeking new vendors as needed.

. Managed all corporate e-mail services, including related maintenance

and operation of email server, email archiving techniques in Exchange

Server 2007 as well as database backups and restoration procedures.

. Maintaining scheduled network backups, off-site tape rotation,

inspection of back-up logs and periodic test restores to ensure

reliable backups.

. Performed server, storage, and network design and capacity planning.

. Ensured the availability/recoverability of the company's computer

systems.

. Designed, documented, and executed appropriate maintenance procedures,

including system upgrades, patch management, and system backups.

. Assisted in the development of network policies and procedures

. Oversee network security and recommend security standards to

management.

. Evaluated alternatives and developing recommendations for

technology/process solutions to meet business requirements.

. Trained non-technical individuals on the use of software applications

and technical concepts.

. Developed, implemented, and maintained policies, procedures, and

associated training plans for server and network resource

administration, appropriate use, and disaster recovery.

. Participated in the development of long-term strategic goals for

systems and software in conjunction with the CEO, department managers,

and end-user stakeholders.

. Configured, managed, and maintained local Firewall, DMZ, Switches, and

VPN.

. Monitored and tested server and network performance and provided

performance statistics and reports weekly.

. Recommend, scheduled, and performed server, storage, and network

improvements, upgrades, and repairs.

. Provided support to all servers/desktops/laptops/printers/plotters

onsite and remotely as well as supported all servers/desktops/laptops

at the Waverly, IA Airport.

. Configured, managed and maintained enterprise applications Exchange

2007, MS SQL 2005, License servers, web services for IIS, Tomcat, and

FTP, as well as provide SQL, and programming support as needed.

. Managed and maintained all Active Directory elements.

. Confirmed Symantec Backup Exec backup processes are completed

properly, periodically test restoration of data, and conformed to data

archive policies.

. Configured, managed, and maintained a 151 TB Isilon storage unit,

applied patches and updates and built 67.5TB storage device used for

daily backups.

. Ensured network uptime performance to prevent negative business

interruptions in a 24x7x365 environment.

. Managed company's Digital Phone System and voicemail and implemented a

new IP based VIOP phone system.

. Tested new software in virtual environment before implementing into

production and documenting installation instructions for end-users and

Jr. Administrators use.

Bank of America, Chandler AZ:

PC System Support Specialist II (12/05-9/09)

. Provided on-site and remote technical support for 548+ computers and

users. Also assisted 5 other locations with on-site and remote

support.

. Provided 1st and 2nd level onsite server support (Windows Server 2000

and 2003) and performed root cause analysis for HP server repair and

maintenance.

. Researched, resolved, and respond to end-user

issues/problems/questions received via email, telephone calls,

callbacks, or escalations, and provided support on desktop systems and

servers, in accordance with current standards.

. Developed and provided technical coaching and mentoring to other

analysts and corporate employees.

. Expert level skills in the installation, configuration and maintenance

of Windows corporate devices for employee use.

. Liaison for Senior Executive / Managing Directors Critical Issues.

. Acted as product liaison for major products, working with other

corporate departments and third-party developers to solve technical

issues as needed.

. Contributed and communicated user/technical service policies and

procedures for products supported.

. Captured and reported critical data regarding system outages,

notifications, problem reports and support statistics. Provided

management with regular reports on this information and recommended

process or system improvements and proactively communicated system-

related issues to management and the user community.

. Determined resources needed to fulfill project needs and escalate

trouble ticket problems.

. Used SMS 2003, PC Anywhere, Remote Desktop, Remote Assistance, VNC,

and Net meeting efficiently to help troubleshoot and resolve issues

remotely.

. Experienced with two different ticketing systems: Quintus and Remedy.

. Troubleshoot extensive Lotus Notes and Outlook issues local and

network related.

. Maintained up-to-date inventory of all desktops, laptops, printers,

etc.

. Participated in On Call Support rotation and after hours support.

. Provided 3rd tier support for workstation support and services -

responding to desktop technicians questions and troubleshoot technical

problems as they arise - coordinating cross-functionally with other

technical department's representatives as necessary.

. Involved in PC moves of 400+ PC's and rollouts.

. Installed, maintained, repaired, analyzed, and troubleshoot

HP/Compaq/Dell/IBM desktops, towers, and laptops. While

troubleshooting symptoms on PC/Workstations and analyzing various log

files, logon scripts, batch files, event viewer, dump files, and text

files to determine root cause of complex problems and determine

appropriate corrections.

. Investigated reported and resolved network security issues.

. Provided systemically corrective training material to 1st / 2nd Level

Support Tiers for reduced escalations and general process improvement.

. Provided IPASS (VPN) support and installation/support of (Cingular,

Verizon, and Cisco wireless cards).

. Troubleshoot HP and Lexmark printer issues and determined appropriate

resolution.

. Used exceptional time management skills to carry out daily tasks and

projects.

Manpower (Revlon Inc.), Phoenix AZ:

Sr. Desktop Support Technician (08/04-12/05)

. Installed, maintained, repaired, analyzed, and troubleshoot personal

computer and small Intel based equipment and software according to pre-

determined standards.

. Visited client PC/Workstations and equipment in response to problem

tickets assigned by the Helpdesk.

. Provided first and second level onsite server support (Windows Server

2000, 2003).

. Analyzed symptoms on PC/Workstations and interrogated various log

files to determine root cause of complex problems and determined

appropriate corrections.

. Provided 3rd level support for complex problems and took corrective

action. May request guidance from other IT areas to restore services

and/or identify and correct problems.

. Installed software on PC/Workstations according to standards, adhering

to pre-determined instructions.

. Recommend systems modifications to reduce user problems.

. Repaired and troubleshoot Zebra printers for warehouse.

. Manually and remotely installed service packs and patches on the 60+

workstations.

. Designed backup schedule, performed restorations utilizing Grandfather-

father-son backup methodology.

. Created, distributed, and backed up data in regards to security badges

and readers.

. Installed, configured, maintained, troubleshoot, Radio Frequency LXE

equipment for warehouse.

Manpower (American Express), Phoenix AZ:

Desktop Support (04/04-05/04)

. Manually installed patches to over 300 workstations.

. Worked at all 8 facilities in the valley in a month's period with

limited senior level support.

. Worked with VNC, Tivoli, and worked with Ghost while doing work at

various American Express buildings.

. Managed time productivity to get all facilities patched.

. Worked in a Team environment to achieve common goal.

. Reached goal ahead of schedule which provided monetary benefit for

American Express.

Manpower (GAP/Old Navy), Phoenix AZ:

Desktop Installation (04/04-04/04)

. Assisted in installation of Point of sale machines in multiple

facilities.

. Worked in Team environment.

I.C. System, Mason City IA:

Lead Collector/Client Service/Desktop Support (02/00 - 10/03)

. Provided hardware/software support for computers and workstations.

. Configured Internet connections, email, and web browsers.

. Manually install service packs and patches.

. Quickly identify problems and issues and provide fast troubleshooting

and problem resolution.

. Lead and collaborate on cross-functional teams to attain team goals.

. Handled large volumes of incoming calls & outgoing calls (more than 15

per hour).

. 1 1\2 years of Customer Service Experience.

. Highly skilled in dealing with difficult and angry customers.

. Experienced working with a diverse customer base.

. Resolved customer problems tactfully.

. Accustomed to working in a team environment.

. Explained monthly statements, faxed materials.

. Resolved customer's debt submitting Internet questions.

. Assisted monthly goals, incentives, scheduling, time off, training,

and reprimands.

EDUCATION

B.S. Degree - Management Information Systems, Hamilton College

GPA: 3.60, Mason City, IA (7/02-Graduated)

A.A.S. Degree - Computer Information Systems- Network Administrator,

Hamilton College

GPA: 3.80, Mason City, IA (4/00-Graduated)

Certified HP Accredited Platform Specialist (ASP) - HP Commercial Desktops,

Workstations, and

Notebooks (8/06)

Microsoft Certified System Administrator (MCSA) 8/08

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