Customer Service Manager

Gregory L Daniels

PO Box ***

Albion, RI. *****

Cell: 857-***-****

Home 401-***-****

E-mail **************@*******.***

Work History:

February 2008 to present:

Responsibilities included:

Gardner Resources Waltham, MA. Client Biogen

IDEC Weston, MA.

Messaging / Blackberry Server Administrator /

Deskside Systems Analyst.

Second and third level Domino & Blackberry

servers support administration.

Administration for 5000+ mailboxes and 40+

servers.The majority of the environment is

Domino on Windows, 2003 & 2008 servers & Linux.

Extensive Mobile Handheld device support with

2000 users in the environment. Maintaining

server connectivity on the LAN and RIM

networks.

Assisting the end user community via direct

phone & end user support for Blackberry wireless

handhelds. Performed desk side software installs.

Experience with support of the Lotus Notes

clients on Domino 6.5, 7, 8.5 systems running on

Windows, Linux & VMware.

Operating Systems & Platforms: WINNT/2000/XP,

Linux Red hat MS Exchange Server 2003.

Supported the mail system using Postini anti-

spam control. Helped maintain NetApp storage planning

projections for the Domino environment.

My responsibilities included the day-to-day

Notes/Domino Administration for 5000+ mailboxes

and 40+ servers.

Experience with 3rd level Domino & Exchange BES

5.0 server.VMware - Domino on BES.

Supported the Domino Account Manager Profile

based Notes account setup tied in to the Adminp

process.

Have experience with extensive support of the

Lotus Notes clients on Domino systems running

on Windows, Linux & VMware.

Other experience for Postini spam control,

NetApp storage planning that Domino is sitting

on.

Contributed to several projects including

Tangoe MDM Mobile data management solution for

handheld devices.

Lead the project to convert existing

standalone BES 4.x servers to a Virtual BES server environment.

Built and maintained several BES 4.x & 5.x

servers for test and production environments.

Operating Systems & Platforms: WINNT/2000/XP,

Linux Red hat MS Exchange Server 2003.

Acted as an internal resource during a MS

Outlook & Exchange Notes to Exchange BES

Migration.

Carried a Blackberry handheld for 7 x 24 after

hours on-call support.

Other Responsibilities include server

installation, configuration and maintenance of

a large scale, Windows-& Linux based Lotus

Notes environment with multiple domains.

Domino to Exchange migration experience.

March 1997 to February 2008 Houghton Mifflin Harcourt, Boston, MA.

Responsibilities included:

Second and third level Domino servers support administration.

Installation: Blackberry Enterprise Server 4..x & 5..x wireless

Administration.

Hands-on Configure and distribute Blackberry wireless Handheld devices.

Direct end user & Helpdesk support intergrading with the Remedy ticketing

system.

Provide second-level end user support.

Carry and respond to paging using a Blackberry handheld 7 x 24 after hours

support.

Upgrading existing Lotus Notes/Domino and Client software.

Server capacity planning and performance monitoring.

INotes Web Mail Whale appliance support and monitoring.

Installing & configuring Domino server tasks & components: Clustering,

Connection docs, & Program docs.

Monitoring SMTP mail routing, LDAP look-up tasks.

Installing & configuring additional Lotus software including SameTime IM.

MS Exchange Migration to Lotus Notes experience using Binary Tree 3rd party

software.

Hands-on MS Outlook Client Support.

Setup & monitoring of replication & routing schedules.

Domino Account Manager Profile based Notes account setup tied in to the

Adminp process.

Perform file restores from backup tape using Legato module for Lotus Notes.

Postini Anti-Spam Gateway support for the Enterprise and the end user.

Network Duties:

Monitor and respond to all network alarms.

Identify, isolate, and resolve basic data communications problems.

Monitor network management systems and track all network problems to

resolution or/and escalation.

Escalated issues through appropriate levels to the Operations and

Engineering team. To resolve issues in a timely manner thus reducing

customer downtime.

Work with other departments, customers, vendors, and partners to provide

efficient fault resolution of network and systems outages.

Followed escalation and notification processes as required

Work with vendors, business, and site partners in resolving service

impacting issues.

Provided high quality customer service and follow through.

Document network outages in a detailed fashion using our trouble tracking

system

Updated operating procedures and documentation on a consistent basis.

Monitored ticket update information and ensures trouble-ticketing

information is current and accurate.

Updated Network documentation on a scheduled basis, and provide real-time

and postmortem outage notification and reporting.

My reports included Produced daily, weekly, and monthly network

availability reports.

Responsible for ensuring all related documentation and technical issues are

effectively conveyed to the Helpdesk.

September 1995 Stream Software Westwood, MA.

Computer technical Systems Administrator Support

Summary:

Very passionate about quality and excellence. Self-motivated and pro-active

able to influence people and resolve conflicts.

Have strong organizational and documentation skills. Possess a thorough

understanding of project management requirements and capable of defining

strategies.

Dedicated team player, analytical, observant, and fast-learner, with

excellent verbal and written communication skills, and 'do-whatever-it-

takes-to-get-the-job-done.

Certified Lotus Notes R5/R6, Administrator CLP, with extensive hands-on

Domino support12+ yrs. Domino & with experience with Exchange 2003/2007.

Lotus Notes Administrator with knowledge of R5.x/R6.x, 7.x, 8.x client

Notes.

7+ yrs. Blackberry Enterprise Server 4..x, 5..x Administration experience.

Building and configuring & supporting the entire BES environment.

Built BES 4.x & 5.x servers with knowledge in HA and Disaster Recovery

planning & architecture.

COURSES:

Lotus Domino R5/6 Administrator (CLP) Certification

Administering the Lotus Domino R6 Environment: Operating Fundamentals

Administering the Lotus Domino R6 Environment: Building the Infrastructure

Administering the Lotus Domino R6 Environment: Managing Servers and Users

PRODUCTIVITY POINT INTERNATIONAL, Boston, MA. 1999

Implementing a Domino Infrastructure (R5)

Deploying Domino Applications (R5)

Maintaining a Domino Server Infrastructure (R5)

Maintaining a Domino User (R5)

Domino System Administrator Update Course for Lotus Notes 6.0

Lotus Help Desk Support for Notes 5.0/6.0

PRODUCTIVITY POINT INTERNATIONAL, Boston, MA. 1997

Lotus Notes Developer R4.5 1 Course 1

IMPLEMTING AND MANAGING MS EXCHANGE SERVER 2003

Course 1

PROMETRIC TEST CENTER, BRIDGEWATER STATE COLLEGE, Bridgewater, MA. 2004

INTERNODED INC.

Blackberry Server Administration Course 4.x. Waltham, MA. 2004

EDUCATION:

C P I Cambridge, MA. 1995

Earned a Computer Science Certificate

Earned a Degree Business Administration 1985

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