Customer Service Technician

Richard Sottilaro

*** ********** *****

Lincoln Park, NJ 07035

201-***-****, *************@*****.***

Career Objective: Seeking position as PC Technician to fully utilize computer hardware and software

know-how, construction and ability to ensure that corrective maintenance and troubleshooting on

malfunctioning desktop computer systems, peripherals, and related hardware by using diagnostic

software and troubleshooting techniques which can be employed.

Hardware/Software Expertise:

Desktop Operating Systems: DOS, Windows 2000/XP/Vista/Windows 7

Network Operating Systems: TCP/IP (LANs, WANs,DHCP,DNS VLANs WINS and Wireless networking

Software: MS Office 2003-2007 Suite, Outlook,Project, Visio, VPN, Remedy ticketing system, Norton

Ghost imaging, MacAfee and Norton antivirus, VERITAS Tape Backup

Hardware: Gateway, Dell, IBM, Compaq, Sony and HP Desktops, Laptops Printers and Servers

Work History:

January 2010 to present

IT Consultant/Independent Contractor

• Insight Global: (Deployment Technician): PC deployment of 200 Dell desktop/laptop

computers. Provided follow up desktop support resolving: applications, networking and printer

issues.

• Champion IT Services: (Data center support specialist): relocation and racking of new and

existing IBM and NCR Main frame and Dell blade servers. Racking and configuration of Cisco

routers and switches. Installation termination and troubleshooting of cat6/ coaxial cabling.

Installation and racking of Cisco routers and switches. . Installation of electrical power generating

and distribution, Uninterruptible Power Supply (UPS) and batteries, and DC Power Systems

• Pomeroy Consulting: (Thin Client Field Migration Technician) Configuration and installation

and troubleshooting of Thin Client workstations for Lowes (Home Improvements).

• Verigent Technologies: (Cable installer) De-installation of existing cat5/fiber cabling and the

installation, termination and testing of new cat6/fiber cabling. Design and construction of new

data closets including overhead racking and installation of routers/switches and patch panels.

• Berman and Larson Consulting: Helpdesk Specialist (Level 2) supporting 300 users via phone

email and desktop. Responsible for imaging, configuring, maintaining, troubleshooting and

upgrading of computer hardware, software, printers and networking. Support of HP Desktops and

IBM Lenovo laptops using Windows XP and Windows 7 machines. Utilized the Footprints

ticketing system and Outlook 2007 email.

Richard Sottilaro

Construction

November 2006 to January 2010

Business Owner

• Manage construction projects: coordinating architects, engineers, other contractors, when

necessary.

• Provide presentations to homeowners.

• Manage construction budgets and schedules.

• Knowledge of building codes, with front-end analysis of project management tools and

procedures.

• Evaluate project performance and compliance with contract terms.

• Plan, manage and deliver individual projects.

• Handle advertising; attract new clients and business.

• Handle invoicing and follow-up with past, present and future customers.

January 2005 to November 2006

IT Consultant/Independent Contractor

• Spherion: PC Migration Technician Successful deployment of 700 Dell desktops/laptops using

Norton ghost imaging, created backups and data transfers. Installation of Outlook 2003 email

installed and configured TCP/IP networking, and mapping of network drives and printers.

• Altman Group: Help Desk Technician supporting 100 users in Windows XP environment.

Responded to Level 1 and Level 2 issues via phone and emails tracking tickets using Remedy

ticketing system. Supported hardware, software, and email and networking issues.

• C3/I: Image Break/fix Technician Responsible for reimaging, backups and data transfers of IBM

Laptops for redeployment. Successful configuration and deployment of 15 computers per shift.

• Vonage-VIOP: Help Desk/Phone Support for end user customers and responded quickly to

Level II trouble tickets related to Windows 200/XP software/hardware problems and network

connectivity issues. Responded to an average of 20 calls per shift and provided excellent

customer service. Escalated complex issues to Level III Support.

Lucent Technologies

North Andover, Massachusetts

December 1996 to September 2004

IT Support Specialist/NT Administrator

• Windows Desktop support for more than 300 Windows (R&D) users.

• Installation, configuration and trouble-shooting of Windows NT/XP Operating Systems, Windows

application software (Office XP/2003) and Lucent proprietary software). Installation and

configuration of TCP/IP DNS DHCP and Wins networking software

• Maintained accounts’ group policies and DHCP addresses as Windows System Administrator.

• Unix technical support tech Minimized end user downtime efficiently and quickly; creating Hot

Swap program of UNIX workstations.

• Planned installation and implementation of thin-client support – utilizing Citrix Thin Client

Server.

• Assisted Lab Managers in procurement of computer equipment, paying attention to budget, user-

friendliness and cost-efficiency.

AT&T

North Andover, Massachusetts

October 1989 to November 1996

IT Support Coordinator

• Managed Lab for existing and new development of Sonnet Technology Telecommunications.

• Procured new telecom and computer-related hardware.

• Negotiated all network computing costs. Help set standards and policies to improve efficiency

and reduce cost for major software development projects.

• Installed, tested and maintained all telecommunication equipment.

• Maintained all inventory of telecommunications equipment per ISO 9001 standards.

• Interfaced effectively with all levels of the organization including trade contractors to oversee

construction and installation of new Central Office infrastructure.

• Act as Subject Matter Expert

• Analyzed, planned and assigned installation activity to other installation personnel.

Education, Certification, License:

• PMP Training Attended William Paterson College (2009)

• Windows 2007 Office suite Project Visio and Intuit Quickbooks 2007 (2009)

• MCSE and Cisco training through Massachusetts Workforce Program (2005)

• A+ Certification (2005)

Contact this candidate