Project Manager Customer Service

PETER T. ERSKINE, JR.

** ***** ***** ********, ** 07456 *************@***.*** 551-***-****

NETWORK ADMINISTRATION

In House Support ~ Helpdesk Manager ~ Network Engineer

Highly accomplished IT professional with a proven track record of effective systems operations

and support demonstrated through hands-on experience in the design, development, and

maintenance of network and software connectivity applications. Proficient in PC to network

installation and configuration, software and hardware upgrades and replacements, and system

administration. Influential communicator collaborating effectively with managers, key users, and

various personnel regarding new processes and appropriate systems operations. Able to quickly

defuse situations that have the capability to escalate beyond control; calmly rationalize situations

in order to enable client to communicate problems more effectively, allowing a better

understanding of business goals. Core competencies include:

Network Infrastructure & Configuration Process Improvements

Project Management Training & Leadership

Quality Customer Service Influential Presentations

Troubleshooting & Problem Resolution Maintenance & Support

Interpersonal Communications Systems Analysis

PROFESSIONAL EXPERIENCE

STRATEGIC MICROSYSTEMS – Parsipanny, NJ 8/2007 – Present

Strategic provides a complete portfolio of Technology Services to businesses & non profit organizations throughout

the nation.

Network Engineer/Project Manager (2007 Present)

Travel throughout the country installing networks and managing projects from site surveys, to on site staff training.

Cabling of phone systems and networks, moving client networks between locations, setting up new networks from

scratch and moving PCs to new networks. Additionally setting up multiple site WAN’s throughout the country and

full end user training on their new work environments.

Highlights:

• Install all cabling, servers, phone systems, and hardware, in Miami, Ohio, Los Angeles, and Queens NY,

offices connecting to central NYC office. Including VPN connectivity, DFS file replication between sites,

printer sharing, and redirection for export system.

• Full network overhaul from existing Windows 2003 with Exchange 2003 to all Windows 2008 with

Exchange 2007. Backed up and restore all mailboxes to new server, rebuilt and reconfigured new terminal

server. Migrated CCH Prosystems Tax software to new network, rejoined all the PC’s to the new domain,

including Vista business computers.

• Ran and terminated 160 cables, a combination of Cat5e, Coax, and HDMI. Setup new network comprised

of 3 new servers: DC/File server, Exchange 2007, and SQL database server running proprietary medical

database software. Moved 12 client PC’s from existing location and configured to new network. Installed 4

wall mount TV’s, ceiling mounted 27 speakers, and setup remote Sonos stations for satellite receivers.

• Managed full network overhaul and move. Ran over 200 Cat5e runs, in two locations. Migrated a

2000/2003 network environment to 12 new 2008 servers. Migrated a single Exchange 2000 server to two

2010 server replicating across two locations. Setup Barracuda Web and Spam filters. Installed and

configured Blackberry Enterprise Server. Installed Sonicwall routers at both locations, configured VPN

between the sites, in conjuction with a high speed E Line. Configured DFS replication between both

locations, and SSL VPN for secure remote access. Configured 200

PETER T. ERSKINE, JR. PAGE TWO

• PC’s on the new network setting up all user profiles with existing NK2 files, favorites, and desktops.

• Migrated an existing 2003 network with roots in Windows NT to a fully functions 2008. Upgraded and

moved 1993 Timeclock management software to current builds that ran on 2008 server. Migrated

Exchange 2003 database to Exchange 2010. Deployed Vipre Enterprise across the network. Installed

Blackberry Enterprise Server and connected all users to new database after Exchange migration.

Reconfigured original RRAS network that was configured on three subnets into one unified network and

recreated all security that was based on subnets.

STRATEGIC BUSINESS SYSTEMS – Ramsey, NJ 2/1999 – 7/2007

Progressive provider of software and networking solutions to the motor vehicle industry along with other large firms

requiring proof of delivery, and/or document management solutions.

Network Analyst (2001 2007)

Promoted to manage information technologies; install small networks in conjunction with

imaging solutions. Accountable for document management operations including proposal and

sales tasks, implementation, staff training, and creation of system user manuals. Perform onsite

client installations and trainings for Dealer Communication System (DCS) package, and 2

document software suites. Direct Helpdesk activities as Manager; oversee customer support for

customer sites and troubleshoot internal issues. Conduct PC and server setups and maintenance,

and adjust Webshield device. Produce all system procedures; scan manuals for end users and

generate various documentation for both internal and external utilization.

Highlights:

• Instituted a Proof of Delivery solution for Allied Beverage facilitating scanning of delivery tickets and

missing ticket reporting, which saved over $100K in missing stock.

• Upgraded client business by installing various servers, firewall, Webshield, network printers, and

computers; setup user friendly settings including email and web access, which decreased turn around time

on calls, and enabled downloading of reports to monitor sales, track inventory and generate modified

accounting reports that previously had to be custom created.

• Instrumental team member during large $100K project for Nathel and Nathel; implemented Proof of

Delivery system, removed all dumb terminals, replaced PC, and setup network, file server, print server, and

email system.

• Reduced annual operating costs through implementation of OCR for AnyDoc solution for NJ Carpenters

Pension Fund; installed system facilitated ability to scan documents by 3 personnel where previously

documents were entered manually by in house staff of 7.

• Created lab environment running a Windows 2000 Server and various applications over different operating

systems, which are utilized for testing purposes.

• Generated revenue growth by enhancing implemented systems with existing clients including software

upgrades, new modules, new software packages, and functionality enhancements.

Software Installer & Trainer/ Helpdesk Analyst (1999 2007)

Travel to dealerships throughout North America installing customer sites, setting up Dealer

Communication Systems (DCS), and training staff members. Conduct all training for document

management installations consisting of 50+ end users; perform ongoing instruction as software

updates/upgrades are released. Supervise 2 staff members handling/responding to dealer inquiries

regarding parts, vehicle, and warranty transactions made through AM General web-based

application, and involving document management installations.

Highlights:

• Facilitated the rollout, installation, and training of web based DCS product for AM General (Hummer)

consisting of nearly 200 dealerships throughout North America, the Middle East, and Japan.

PETER T. ERSKINE, JR. PAGE THREE

• Collaborated extensively with onsite network administrator to install and configure a DCS system in an

environment without proper tools or trained staff; completed installation within strict time restraints by

attaining needed hardware/software and training staff members to appropriate levels, which enabled

dealership to operate on schedule.

• Spearheaded incoming helpdesk call initiative; customized Computer Associates ServiceIT Program,

designed workflow diagrams to maintain consistent call escalation procedures, and created a database to

log all incoming calls enabling various subject and customer searches, which improved resolution response

times by 50%.

• Successfully setup and implemented a Dealer Communication System (DCS); trained end users regarding

system operations and resolved previous issues that resulted in overall satisfaction from upper and lower

management within the dealership.

• Improved systems functionality internally and at customer accounts by installing new devices such as

Webshield, which eliminated time needed for users to filter through unwanted email and increased virus

protection within the network.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Biology/ Medical Technology Courses Information Technology Courses

Shippensburg University, Shippensburg, PA Bergen Community College, Paramus, NJ

Microsoft Certified Professional (MCP)

Working Towards MCITP

Certified – Metafile Information Systems Software Suite

Certified – AnyDoc Software Suite

TECHNICAL PROFICIENCIES

Platforms: Windows 9x/NT/XP/2000/Vista/7, Windows 2000/2003/2008 Server

TCP/IP & Network Active Directory, Group Policy, DNS/DHCP, Exchange 2003/2007/2010, IIS, Certificates,

DFS, LAN/WAN Network Setups, Blackberry Enterprise Server, RDP Server Farms,

Configuration:

Terminal Services, Windows Mobile, IBM AS400 Management & Operations, Lotus

Notes/Domino, VPN Clients, Computer Associates ServiceIT Package, Kaseya Managed

Services Package, Labtech Managed Services Package, Connectwise IT Management

Suite, McAfee Enterprise Virus Scan, Network Associates Webshield Device & Software,

IBM Client Access, Remote Desktop, Microsoft Office Suites, HP Jet Admin, Microsoft

SUS System, Symantec Backup Exec, Symantec Endpoint Protection Server, Vipre

Enterprise Server, Quickbooks Server, ProFX Accounting Package, Lacerte Tax, Time

Matters, Tabs/PracticeMaster,

Hardware: Barracuda Spam/Web filters, Sonicwall Firewalls/SSLVPN/SonicPoints, Juniper Firewalls,

Cisco Routers, Network Printers/Scanners, NIC Cards, Wireless Cards, Video & Sound

Cards, PC Projectors, Hubs & Switches, PCs, Laptops

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