Customer Service Manager

Barry J. Wand

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

Leander, TX *8641

Mobile: 512-***-****

Email: ******@*****.***

October 2010

Summary of Experience: Many years of experience in Information Technology,

working many facets of the industry including operations, systems control,

customer assistance, database administration, disk management, application

development, systems analysis, network administration, system security,

microcomputer technology, Local Area Networks, multimedia, data

communications, Desktop Support, Lotus Notes and Domino administration and

application development.

Notes/Domino Experience: Administration experience (15 years) includes

Levels 1, 2 and 3 support, performance analysis, capacity planning,

security monitoring, management of Address Books/Domino Directories, Email

(Notes mail and SMTP gateways), Calendar and Scheduling, Domino Clustering,

Backup (ADSM), Hub management (mail and application), Database Replication

management (deploy, monitor, troubleshoot. repair), Access Control Lists

(create, troubleshoot, adjust), Development experience (10 years) includes

creating/modifying forms, views and agents.

Hardware:

Communications: Andrews Bridges, Bridge/3COM Communications Server, IBM

3270 terminal coaxial network. Servers: Intel 310/320 file servers, IBM

PS/2 Server 195, IBM PS/2 9595, IBM PC 300, 500 and 700 and Netfinity,

Dell, HP and Compaq servers, Workstations: IBM, Compaq, Zenith, Dell

desktop systems, TI, Compaq, IBM ThinkPad, Toshiba, Sony and HP laptops,

Printers: IBM, Brother, Canon and HP printers, (IBM, HP JetDirect and MILAN

print servers), Network adapters: 3COM, Olicom, IBM, SMC, LinkSys, Thomas

Conrad, etc Peripherals: SCSI and IDE hard drives, RAID controllers,

Modems: 3Com/US Robotics, Intel, GammaFax, IBM. Minicomputer systems:

Honeywell 700,

Operating Systems: Windows 95/98, NT 3.51 and 4.0 (Workstation and

Server), Win2000 (Workstation and Server), Windows XP, Windows Vista, OS/2

2.11/3.0/4.0 (Warp), OS/2 LAN Server, some UNIX/AIX/SCO and Netware. GCOS

(Honeywell), MCP (Burroughs) and OS/1100/Supervisor/Telcon (Unisys)

Applications:

Lotus Notes/Domino R3, R4, R5, R6, R7 client and server, Lotus EasySync,

IBM DCAF, IBM Netfinity, Netfinity Manager, MS Office, Lotus SmartSuite

96, 97 and R9 (Millennium Edition), MS Internet Explorer, Netscape

Communicator, Aventail Connect, AT&T Network Client VPN, WordPerfect 5.1,

Visio, IBM PComm32. ALL-IN-1 Office Management System, IBM's

PROFS/OfficeVision, RETAIN, VM, IBM LIU/2 (LAN Installation Utility),

RemotePM, RemoteVision, IBM AntiVirus, McAfee AntiVirus, Norton/Symantec

AntiVirus, Antigen AntiVirus for Lotus Notes, Delrina WinFax Pro and

FormFlow, ADSM, MS Exchange, Essential Tools 5.1, Symantec PCAnywhere,

Symantec Desktop Firewall, Candle Intelliwatch, WatchDog, TeamStudio, JAWS.

Protocols:

TCP/IP, NetBIOS, Telnet, FTP, SMTP

Miscellaneous:

Fiber optics installation and termination, thin and thick Ethernet coax and

RS232 twisted pair cabling, Token Ring MAUs, Compaq and Wrightline KVM

switches,.

Work History

Ajilon Consulting, 442 Capital of Texas Highway Austin, Texas 78759

February 2003 to August 2009

Contractor to IBM Software Group, Americas Software Channel/OEM Sales

Operations, Austin TX, Lotus Notes Developer/Database Administrator,

Maintain existing and create new applications in support of North American

OEM software sales team. Designed, developed and deployed a new

applications. Modified other databases in support of Operations and 250+

sales team members scattered all over North America and sales support team

in North and South America. Maintained ACLs. Servers in Boulder CO.

StarPoint Solutions, 10 High Street, Boston MA 02110

October 2001 to May 2002

Contractor to The Gillette Company, Lotus Notes/Domino

Administrator/Developer,. Maintain Domino Directory. Used RPR Wyatt's

Essential Tools, Candle's Intelliwatch, WatchDog, Domino Administrator and

other in-house utilities to manage system resources and monitor server

performance. Provided Level 3 support for Gillette customers. Designed and

developed in-house applications used by Admin Team.

ACT1 Technical & Professional Services, Austin, TX

May 2001 to July 2001

Contractor to IBM/Lotus Professional Services, assigned to Administrative

Office of the US Courts, San Antonio, TX. Established Helpdesk to support

Systems Administrators at court units throughout the US.

Analysts International Corp (AiC), 1033 La Posada Drive, Suite 300, Austin,

TX

March 2001 to April 2001

Contractor to IBM Global Services, Houston, TX, Lotus Notes Administrator

for Texaco Notes environment. Developed documentation for workstation

upgrade from R4 to R5. Provided Level 2 and Level 3 support for Texaco

customers. Created and deleted userids, upgraded certificates on existing

userids. Coordinated with and advised developers on application issues.

Analysts International Corp (AiC), 1033 La Posada Drive, Austin, TX, 78752

April 2000 to December 2000

Contractor to IBM Austin, Software Group Division, Websphere Development

Department, Lotus Notes Administrator and Developer. Modified existing

applications, created and deployed new applications, assisted department

members with workstation issues, assisted other division administrators in

setting up additional servers and identifying security and capacity issues.

Coordinated with global administrators on backup and replication issues.

Coordinated with department heads at various sites in the US, UK and Japan

to determine where improvements were to be made in applications..

IMI Systems/Ajilon, 1050 17th Street, Denver, CO, 80265

October 1999 to April 2000

Contractor to IBM Global Services, Boulder CO, Lotus Notes Administrator

for the IBM account (Global Notes Architecture (GNA)), Also served as point

of contact between GNA environment and internal IBM project for business

partners (BPS/GPI). Coordinated with administrators in CA and TX for timing

of application deployment. Provided after-hours support for GNA environment

via pager, VPN access, etc.

Computer Task Group, Inc (CTG), 12710 Research Blvd, Suite 220, Austin, TX

April 1999 to August 1999

Contractor to IBM Global Services, Service Delivery Technology Center,

Austin TX. Relocated multiple production and test servers during lab

reorganization, set up Netfinity Manager to monitor server performance and

availability. Reviewed architecture, ordered, built and deployed 2 new

NT/Notes servers to increase capacity and provide redundancy. Increased

RAID capacity on existing servers.

Computer Task Group, Inc (CTG), 12710 Research Blvd, Suite 220, Austin, TX,

78759

May 1996 to April 1999

Contractor to IBM Global Services, Groupware Services, Austin TX. Lotus

Notes Specialist, Administrator and Developer. Designed and deployed in-

house applications for use by Admin Team. Managed Address Book and mail,

including SMTP and RPC. Provided QA and deployment of new applications,

replication of applications with internal and external customers. Provided

Level 3 support to customers. Trained Level 2 support personnel. Configured

and deployed Notes/Domino servers for new Global Notes Architecture (GNA)

domain for Austin and Raleigh sites. Managed and sunset (deactivated)

legacy domain (AUSNOTES) during migration and deployment of new GNA

domains (IBMUS and IBMDC26). Provided troubleshooting of performance

issues and recommended/implemented resolutions. Provided on-call support.

XXCAL, Inc. Contractor to Advanced Micro Devices, (AMD.)

July 1995 - April 1996

Lotus Notes Application Developer and Administrator

Maintained existing applications and designed new applications in support

of K5 project. Assisted primary Notes Admin in maintenance of Notes

servers. Designed, procured, implemented and administered new test domain

to test application development efforts and validate anti-virus software.

Made modifications to mission critical application used to share design

specs with multiple business partners and allow extremely sensitive design

and test results to be replicated back to AMD.

Triad Data, Inc. (Contractor to 3M Company)

March 1995 - June 1995

Personal Computer Administrator

MS LAN Manager and Novell Netware environment. Maintained workstations

used by engineers within Division Engineering department. Designed Notes

applications for in-house support.

Triad Data, Inc. (Contractor to Electronic Data Systems)

November 1994 - January 1995

Software Migrator

Installed standard configuration on desktop and laptop computers to support

EDS's Management Consulting Services employees

Adia Information Technologies (Contractor to Dell Computer Corp.)

July 1994 - November 1994

Network Tester

Configured various models of Dell workstations and servers to run stress

tests utilizing various network interface cards, protocols and network

topologies.

Aerotek Telecommunication Services (Contractor to Vanstar Corp.)

March 1994 - July1994

Systems Engineer

Subcontracted to work on IBM contracts to install workstations and servers

for projects for Clarke American and USAA.

Butler Service Group (Contractor to IBM Corp.)

October 1992 - December 1993

Software Developer Marketing Programs

Coordinated marketing efforts for OS/2 application developers. Installed

department file server and deployed Lotus Notes client on workstations.

Developed Notes applications to maintain marketing program participants and

distribute program mailings

EDP Computer Services Inc (Contractor for Mobil Natural Gas, Inc.)

May 1992 - August 1992

Technical Support, Member of Technology Group

System Administrator for OS/2 LAN. Configured bridge for communication

between Houston and Calgary sites. Built, configured and deployed OS/2

servers and workstations to Calgary site.

Computer Sciences Corporation (Contractor for IBM Corp.)

Frbruary 1991 - April 1992

Operational Support Specialist/Analyst

Level 2 Helpdesk for PCDOS, OS/2 and OS/2 LAN Server operating systems.

Created/updated trouble tickets with status and fixes to problems.

Distributed fixpaks to customers.

Computer Sciences Corp (Contractor to U.S. Army Finance and Accounting

Center)

May 1989 - January 1991

Software Tester/Network Administrator

Software tester for major project to rewrite the US Army FAC System in the

Ada programming language. Also serviced as Network Administrator, Supported

250 users. Managed communications server and 3270 hub, installed fiber

optics, coax and octopus serial cables, repaired workstations. Coordinated

network requirements with Operations Center.

United States Air Force, various locations

July 1976 - April 1989

Various positions

Data processor/computer operator, Assistant System Security Officer, Files

Maintenance Supervisor for Base Level Data Processing Center. Managed

Burroughs and Unisys mainframe files placement, backups, restores.

Supervised magnetic media library and Customer Service operations.

Established Small Computer Customer Service Center (SCCSC). Served as

Manager of Defense Data Network operations (predecessor of the Internet).

Managed email accounts, served as technical coordinator for connecting

mainframes to DDN.

PROFESSIONAL TRAINING: Two years of study toward degree in Information

Systems Management. Includes Computer Systems Management, Principles of

Management, Personnel Management, Resource Management, Computer

Programming, MIS Operations, Advanced Computer Programming and many others.

Community College of the Air Force, Lotus Authorized Notes Basic/Technical

User, Notes Application Development I & II, Notes Administration I & II

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