Customer Service Manager

Carlos Rodriguez

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

Atlanta, GA 30331

404-***-**** • **********@*******.***

NETWORK ADMINISTRATOR / HELPDESK ANALYST

Proven Technical expertise in a Career Spanning 9+ Years

SUMMARY

I am an accomplished Information Technology professional with an extensive 11 year background in Network

Administration, Design, Support, and Installation as well as proven ability to design and implement networks

and systems infrastructures at a regional level. Strong customer service skills; competency in multiple training

methods (on the job, instructor led, distance learning, etc. I am also able to liaison between technical and non-

technical people and adept at determining requirements, project scheduling, and technology planning.

Operating Systems: Windows XP/Win Server 2000/2003/2008, SMS/SCCM 2007 R2 (ConfigMgr)

Networking: LAN/WAN design and architecture, TCP/IP, Ethernet, VPN, various protocols

Applications/Tools: SCCM 2007 R2 deployment and infrastructure knowledge including

troubleshooting, design, and implementation experience, Microsoft Office Suites,

Mcafee, Symantec, PowerQuest, Ghost, Active Directory, MS Exchange, ARC

Serve, NetVault, Backup Exec Witness, Dameware, Landesk, Altiris etc...

Hardware: Dell Server Family, Desktop and Laptops, Servers. Familiarity with Avaya

Switch 8700, Octel Voice Mail

PROFESSIONAL EXPERIENCE

Simmons Beddings, Atlanta, GA 2005- 2011

Network Administrator

• Manage and administer Microsoft System Center Configuration Manager in support of patching,

automated software deployment, remote control, operating system deployment, inventory and

reporting.

• Deploying and configuring new sites servers and roles.

• Building reports and dashboards with queries built directly from the database as well as

packaging applications for automated delivery.

• Operating System image creation and automated delivery of images.

• Supports the functionality and efficiency of the current network technologies used by the

company

• Automated patching in a diverse geographical and functional environment to include

manufacturing, research and administrative locations.

• Plan and implement network security, managing host security, file permissions, backup and

disaster recovery plans, file system integrity, and adding and deleting users.

• Maintain confidentiality with regard to the information being processed, stored or accessed by the

network.

• Provide 3rd level support to Client Technologies Technicians.

• Create and modify Group Policy Objects in support of workstations and users.

• Set, maintain and document workstation hardware, operating system, browser and personal

productivity software standards.

• Train 1st and 2nd level support staff on use of tools, processes and standards established.

Adelphia Cable, West Palm Beach, FL 1999 – 2005

Network Administrator / Field Technician

• Maintain LAN and WAN connections to multiple building sites using fiber technology.

• Support all Microsoft Windows servers, desktops and laptops in this office and out in the field.

• Administer tape backup environment/routine for backing up company data stored on servers.

• Ensure all servers are kept at current patch levels and perform operating system upgrades as

necessary

• End user technical support of company software and productivity applications including

Microsoft Office 2000, Microsoft Outlook/Exchange, Internet Explorer, and selected proprietary

applications.

• Maintain a superior level of technical knowledge and skill in accordance with pertinent

technology evolution.

• Provide help desk approach for not only the local Call Center, which is equipped with over 400

computers, but other system offices in the country as well.

• Responsible for IT Administrative tasks on servers and computers, monitoring applications such as

McAfee, Firewalls, MS updates as well as monitoring GPOs being applied on all PCs across the network.

• Maintain integrity and confidentiality of client information by ensuring appropriate standards in

compliance with department standards and procedures.

PERSONAL SKILLS

• Bilingual (Spanish)

• Excellent communication and organizational skills, including ability to organize time and work

on multiple tasks and follow through to completion of task or project

• Excellent analytical and problem-solving skills, including high degree of attention to detail and

accurate processes

• Knowledge of TCP/IP, VPN and LAN technologies

• Experience with Microsoft Windows 7, XP, Microsoft Windows NT 4, 2000 and 2003 Server OS

• Experience with Microsoft Office, Veritas Backup Exec, NetBone, Ghost, Power Quest

EDUCATION

Global Knowledge

Courses: CompTia: A+ and Networking +, Course of Study: TCP/IP, Microsoft System Center

Configuration Manager 2007, Configuring, Microsoft Server 2003,2008, Security +, CEH

Certificate: MCP+I (Microsoft Certified Professional +Internet)

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