Customer Service Project Manager
Resume:
Kenneth W Smith
** ****** **** • Matawan, New Jersey 07747
732-***-**** (Residence) • 908-***-**** (Cellular)
******@*********.*** (E Mail)
SUMMARY OF QUALIFICATIONS:
A Networking Professional with more than fifteen years of progressive experience culminating
in senior level accountability for the deployment, administration, support, and maintenance of
network administration and enhancing flexibility, scalability, and reliability of Lan/Wan data
storage facility, including considerable knowledge and background in industry standard
equipment and technologies produced by Cisco Networks. Core competencies include:
• Storage Area Networks (SANs) • Wide Area Networks (WANs) • Fiber Channel Fabric Topology
• Ethernet Network Topology • Channel Extension • Local Are Networks (LANs)
• Network Switches/Directors • Network Applications • Customer Service Engineering
• Desktop Supervision • Cisco 1711/1811 VPN Devices Network Administration
•
An innovative, effective staff and team member with a strong project orientation and the
capacity to utilize and integrate diverse resources in defining and implementing solutions to
enterprise network and communications technology issues and requirements.
PROFESSIONAL CERTIFICATIONS:
• A + Certification
• Compaq ASP Certification
• Dell Laptop All Desktop Server Certification
• Network + Certification
• MCSE NT 4.0
• MCSA 2000
• MCSE 2003
• Server +
• CCNA
PROFESSIONAL PROFICIENCIES:
Network Service Engineering
Considerable experience in the design, installation, support, and remote and on site
maintenance of network technologies.
Planned and executed installations and maintenance of Cisco 1711/1811 devices, switching, and
•
channel extension platforms, deploying and repairing backbone components including NetApp
storage equipment, Brocade DCX 48K routers, Brocade Silkworm switches, McData i10k, 6140,
and 6064 directors, McData Spherion 4400 and 4700 switches, Brocade/CNT USD X, and Edge
storage routers
I was a Project manager for the Cisco Recertification program. I created processes and
•
documentation for use by the department and ATT and FRB service partners, in addition to
working with customers in scheduling of resources to complete recertification’s in North America.
I was also responsible for tracking on going recertifications and reporting to management on a
weekly basis with the status of all open projects
Audited and analyzed Cisco 1711 and 1811 VPN devices functioning via use for the Federal
•
Reserve Bank and managed Cisco employing Nationwide
Tested faulty equipment and diagnosed causes of malfunctions, utilizing test instrumentation and
•
software diagnostic tools to provide expedient responses to support and service requests
Kenneth W Smith Page 2
• Managed network resources; troubleshoot printing and network log – on problems
• Created and administered user and group accounts
• Developed and implemented systems policies
• Purchased equipment and negotiated with vendors.
• Installed and troubleshoot Jet Direct
• Maintained software library
• Setup and configured UPS Create and administer user and group accounts
• Supports, builds, troubleshoots and repairs all server related issues
• Provide technical support of network clients worldwide
• Supervise 6 desktop technicians
• Supports hardware, software, new upgrades and installs
• Extensive knowledge of Windows Operating Systems –NT, 98, 2000, XP and Win 7
• Configuration, troubleshooting, and providing Level 2 and 3 support for end users on desktops and
laptops
• Some utilities used include: Symantec Ghost, Nals, Radia, Tivoli and Remedy.
• Setup and configure laptops for Wireless access and VPN.
• Create queues in Remedy to monitor calls in different areas. Check techs calls opened closed
pending in remedy as I monitor techs calls. Create different Marcos so techs can see calls coming in
to queue.
• Create and administer user and group accounts in Win 2003/2000/ XP –
• Supports, builds, troubleshoots and repairs all server related issues on 2000 NT 2003
• Provide technical support of network clients worldwide
• Create and maintain user accounts profiles, groups, and folders in NT and AD Environment,
password resets and folder permissions.
• Keeping current with technology changes that could impact corporate security.
• Configuration, troubleshooting, and providing Level 2 and 3 support for end users on desktops and
laptops
• Providing client support of hardware/Software, running 30 trouble tickets per day on Remedy.
• Supports MS office 2003 and PAL, Palm Pilots and all custom desktop applications including
Blackberries
• Some utilities used include: Symantec Ghost, Nals, Radia, Tivoli and Remedy, Vantive
• Setup and configure laptops for Wireless access and VPN.
• Builds Server Racks and Configure and Installs Servers
• Maintain Licenses for applications and servers
• Monitoring tools for Network include NetIQ –SMS
• HP Servers Proliants DL 380 – DL 580 – DL 585
• Software Package tools include Radia – NetInstall
• Build VM servers ESX 2.52 and 3.0
• Configures Raid on All servers ( HP Proliants DL380’s and DL 580’s and Power Edges
Kenneth W Smith Page 3
• Thorough Knowledge of SOP’s and FDA regulations and Codes and Following policy and procedure
accordingly for Server builds and Decomission of Servers.
• Install Cisco 1711 & 1811 VPN devices for Tier 1 Clients to connect to the Federal Reserve Bank for
Money Wire Transfers
• Trained 6 new employees on how to configure & test Cisco 1711 & 1811 VPN devices and how to
connect Tier 1 Clients to the Federal Reserve Bank infrastructure.
• Configure Cisco VPN devices for each client which consisted of traffic filters, static routes and
working with Tier 1 Clients setting up their Firewall rules on their internal networks to match the
Federal Reserve Bank requirements
• Troubleshoot problems with Tier 1 Clients after the initial install, with Firewall rules and all network
configurations on their internal networks.
• Created (MACD= Move Adds & Changes) for clients that need network infrastructures change before
or after the initial installation dates.
Project/Account Management
Significant background in planning and facilitating the timely completion of service projects and productively managing account
relationships.
• Assessed account requirements, communicating and coordinating with client operational, support, and management personnel...
• Created and maintained a positive, professional image of self and organization represented...
• Provided a broad range of on site services, including repairs and upgrades as well as re certifications for maintenance contract
renewals…
• Allocated resources in fulfillment of project requirements, assuring availability and managing inventories of parts and supplies
required to fulfill customer service requirements...
TECHNOLOGIES:
Hardware:
Cisco Routers 171*-****-**** 7200, Dell PowerEdges, HP Proliant Servers Cisco Catalyst 7200 Cisco Catalyst
6509, Cisco Routers 4507, 7513, 3524, Cisco Terminal servers 3600, 2621, IBM Blade Center, Pix Firewalls, NAI
Infinistreams I410 & I610, DSS Sniffer, Bay Accelar layer 3 switch, Enterasys 8600, Bay 5000s, Hubs, Bay 450,
350, 28115, layer 2 switches Asynchronous hubs and Synchronous Modems, X.25 Packet Switch, Spectron Line
Analyzer, Fireberd 6000, Line Drivers, WAN, LAN, Analog and Digital Circuits, Microtester and Penta Scanner,
Fluke Meters. Synoptic hubs
EXPERIENCE:
TSR Consulting, Edison NJ 07/06 to present
Contractor for AT&T
Cisco Engineer
Novartis East Hanover NJ 08/03 to 07/06
Server Administrator/Desktop Supervisor
02/98 to 05/03
Schering Plough, Kenilworth, NJ
Server Admin/Desktop Engineer
Kenneth W Smith Page 4
EDUCATION:
The Cittone Institute: Edison, New Jersey
Graduate: Computer Science
Associates Degree
1990 – 1993
New Horizons: Edison, New Jersey
Microsoft Certified Systems Engineer course Transmission Control Protocol, Interment Protocol, (TCP/IP)
Window 2000, Professional/Server, Networking Essentials
1997
Sayreville War Memorial High School, Sayreville, New Jersey
High School Diploma, June 1989
REFERENCES:
Furnished upon request
Contact this candidate