Customer Service Software

JOHN WILSON

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

Poughquag, NY *****

Home - 845-***-****

Cell - 607-***-****

SUMMARY

14+ years experience in the Information Technology field providing

outstanding customer service to large corporate and collegiate environments

with skills in Windows Server 2003, Windows Server 2008, Windows Server

2008 R2, Exchange 2003, Exchange 2007, Exchange 2010, Windows XP, Windows

Vista, Windows 7, and all older Windows platforms, VMware 3.5, VMware ESX

4.0, VMware ESXi 4.0, Active Directory administration, and Video

Conferencing

Experience with Symantec Backupexec 12.1 on Dell Powervault LTO-2 Tape

Library

Experience with all aspects of LAN/WAN networking

Proficiency in on-site and telephone tech support for all network,

hardware, and software issues

Experience with remote management software

Competency in working independently and as part of a team

Excellent problem solving, communication, and multi-tasking skills

Proficiency in the administration and support of Windows XP and Windows 7

desktops/laptops, and network printers

Proficiency in MS Office support

PROFESSIONAL EXPERIENCE

CORNELL UNIVERSITY

Windows Administrator (August 2004 - November 2009)

Administrator for Exchange 2007 and Active Directory. Full responsibility

for maintaining the entire system, including creating, maintaining, and

deleting user accounts, distribution lists, public folders, etc.

Management of SPAM, Anti-virus software, updates, roll-ups and patches on

all servers, mail flow, and message tracking

Administrator for Symantec Backupexec 12.5.

Administrator for all print servers and network printing strategies.

Assisted in the creation and implementation of security and anti malware

policies for servers and workstations

TC/PIP and DNS Administration.

VMware ESX 4.0 and VMware ESXi 4.0 administration.

Provided back-line technical support and front-line user support for IP and

ISDN video conference calls.

Provided back-line support for helpdesk staff in resolving complex problems

involving computers, printers, and video projection systems.

PBG (PEPSI BOTTLING GROUP)

Technical Support Analyst (February 2000 - March 2004)

Provided high level support for all technology resources and users at six

field sites within New York State- Syracuse, Rochester, Buffalo, Elmira,

Watertown, and Sanborn. Maintained all sites with minimal downtime. User

support was always conducted in a professional, friendly, and courteous

manner thereby putting users at ease in what was often a very stressful

corporate/manufacturing environment

Responsibilities included server and LAN/WAN maintenance, desktop/laptop

hardware and software support, deploying new desktops/laptops, tape backup

administration, Active Directory and Exchange administration, and telephony

administration.

Support was provided both on-site and remotely via telephone and remote

management software including Remote Desktop, Remote Assistance, Zenworks,

VNC, and Rconsole.

PCNA (PEPSI COLA NORTH AMERICA

On-site Support Analyst (September 1998 - February 2000)

Daily responsibilities included desktop/laptop hardware and software

support, LAN support, deploying new desktop/laptop systems, Netware 4.1

administration, and assisting the backline team with implementing new

software rollouts, and operating system upgrades.

Projects included management of all remote access software, including Shiva

dialin, RAS, and PCANYWHERE.

G. E. CAPITAL I.T. SOLUTIONS

(March 1996 - September 1998)

Provided desktop/laptop hardware and software support and LAN support for

various corporate clients.

Excellent interpersonal and technical skills as a consultant with G.E.

Capital at the Pepsi location, and as the trainer of the new technicians

coming on site there resulted in employment with Pepsi Cola North America.

EDUCATION

Ongoing classes in VMware ESX 4.0, VMware ESXi 4.0, Windows Server 2008 R2,

and Exchange 2010

Previous classes in Windows Server 2003, Exchange 2003, Exchange 2007, and

SharePoint 2007

January 1996 - A.A.S. Degree in Computer Technology from Baruch College

(C.U.N.Y.), Manhattan, N.Y

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