Customer Service Manager
Resume:
John Paul Monaco
Eugene, OR***04
********.******@*****.***
Summary
A motivated professional with experience in Information Technology positions of increasing scope
and responsibility. Versatile individual with expertise in large hardware and software projects,
rollouts, vendor management, support services and cross platform implementations. Diverse and
extensive experience in manufacturing and health care business processes. Managerial experience
directing and coordinating efforts in:
• Project Management
• Material Management and Inventory Control Systems
• R&D Projects and Reporting
• Technology Asset Reporting
• Capacity Planning
• Nationwide Hardware and Software Rollouts
• Customer Service and Support
• Service Level Account Management
Technical Summary
Hardware:Dell, HP, IBM Servers, Blade Servers, network printers, routers, switches, thin clients,
Cisco ASA, Pix Watchguard, Wireless Technologies, Exabyte, Quantum tape drives, Polycom
Video Conferencing
Software:Microsoft Project, Exchange 5-2007, IIS, Sharepoint, SQL2000-2005, SCCM, Lotus
Notes, Office 2003-2010, Altiris Notification and Deployment Server, VMware, Microsoft Virtual
Server, Hyper-V, Wise Package Studio, Avaya, Remedy, Ghost, Citrix Presentation Server, Insight
Manager, CentreVu, VPN, BackupExec, Jetadmin, Crystal Reports, Software Artistry.
Operating Systems:Microsoft 9x, NT, 2k, XP, Vista Windows 7, Server 2000 – 2008, Small
Business Server, Terminal Server 2000, 2003, Novell 3.x – 6.5, Linux, AS400, OS390
Languages:Visual Basic 6, VBScript, HTML, WMI, WSH
Certifications:MCSE 2003, Netware CNE, A+, Helpdesk Institute, Windows Installer
Professional Experience
Care-IT Solutions, Eugene, OR 02/10-
Present
Care-ITsolutions offers networking and technology consulting services for small offices and home
offices throughout Lane County.
Consultant
• Complete Information Technology services for small office locations typically consisting of point to point VPN
technologies and Microsoft Small Business Server 2008. Web Design, hosting and remote support.
• Recent projects include: Care Senior Living (careseniorliving.com). Installed virtual servers for Exchange and
Terminal Services and Cisco ASA for remote VPN access. Domain hosted and designed.
• Creswell Insurance. Installed Microsoft Small Business Server 2008. Configured Linksys RV042 for PPTP
between 2 locations.
• Serenity Lane. Server administration for Citrix Presentation Server, Exchange, SQL 2005, BackupExec 12.5
daily, weekly backup, virtual servers, Cisco 1700 series routing.
Goodneighbor Care, Springfield, OR 10/05-02/10
Goodneighbor provides management services for independent, assisted living, and memory care
communities across America.
Information Technology Manager
• Daily responsibilities include all network, client and communications management for local and remote
locations. Analyze business needs and recommend technology to facilitate initiatives in a fast pace growth
focused environment. Complete dedication to customer service and support for all business units. Current
platforms include but not limited to: Microsoft Terminal Services, SQL, Ubuntu Linux, 54 Point to Point VPN’s,
Wireless Technologies, VOIP and various web hosted applications.
• Established all Information Technology policies, procedures, architecture, hardware, software and respective
resources for Good Neighbor Care.
• Directed the complete move and re-establishment of all network and telecom services for corporate employees to
a new corporate center. This was accomplished by working closely with each department, telecom vendor and
remote communities to ensure all computer equipment and devices were packed, moved, reconnected and
functioning properly. This included reconfiguring and re-establishing 54 VPN tunnels in the course of 1
weekend.
Invitrogen, Eugene, OR 01/05-
10/05
Invitrogen is an innovative partner in life science research and the commercial production of
biomolecules.
Consultant – Client Side Support Lead Project
Responsibilities include: Management of all server, client and peripheral support in Windows,
Unix, Linux environment. Migration of existing LDAP/SAMBA environment to Windows Active
Directory.LDAP, Active Directory and Exchange 2003 Administration.Desktop imaging, software
inventory and asset management utilizing Altiris Notification and Deployment Server.Software
installation package creation using Wise Package Studio and VB Scripting.All telephony
installation, administration and support including video conferencing, VPN and BlackBerry
wireless. Complete Information Technology purchasing and training. Project Management of global
projects.
Kerr McGee, Oklahoma City, OK 6/04-12/04
Kerr-McGee Corporation is a global energy and inorganic chemical company. They are the
recognized leader in oil and natural gas exploration and production.
Consultant - Altiris Administration and Patch Management
Manage all updates, service packs and software package deployments using Altiris Notification and
Deployment server technologies across the U.S. and worldwide locations. Develop installations
using batch programming,Msiexec command line, Visual Basic Scripting and Wise Package Studio.
Design and implement patch management workflow process in OpenText’s LiveLink software. The
scope of this project involves 5000 desktop and laptop devices.
Aegon\Transamerica, Louisville, KY 02/04 – 06/04
The AEGON USA companies offer life insurance, pensions, related investment products, as well as
supplemental health insurance products through operating divisions of their member insurance
companies.
Wise Package Studio 4.61
Create MSI installation packages for SMS deployment into migrated XP desktop environments.
Validate application XP compliance. Customize existing MSI packages using Transforms. Create,
validate, isolate and debug unattended multi tiered client/server application installations. Careful
considerations must be made for file, registry, and resource conflicts in a locked down (user
permission) restricted environment. This project consists of over 800 applications.
IBM,Moline, IL 09/03 – 01/04
IBM provides business solutions to large companies across the United States and Canada.
Network Engineer, Independent Contractor
Performed multiple installations of Windows 2000 Advanced Server and Microsoft XP
Professional.
• Server hardware and software installations with Windows 2000 Advanced Server in State
Farm Insurance agencies. Existing NT4 domains were migrated to Windows 2000 Active
Directory and software
packages deployed using Microsoft SMS. In addition, all workstations were migrated from
NT4 to XP using SMS and Altiris Rapid Deploy.
This assignment was 42 State Farm locations all across northwest Arkansas. 42 IBM
xSeries 205 servers and approximately 220 HP workstations were installed and/or upgraded
and all were completed on time or ahead of schedule.
Beverly Enterprises, Inc.Fort Smith, AR 09/95-12/03
Beverly Enterprises, Inc. and its operating subsidiaries comprise a leading provider of healthcare
services to the elderly in the United States.
Manager of Advanced Support
(Working) Manager of 8 Network Analysts, 4 Desktop Support Engineers and oneFacility
Coordinator in the support of Wide Area and Local Area Networks in over 600 nationwide
locations.
• Daily responsibilities included: Monitoring of enterprise backup systems including Exabyte
tape drives to ensure successful nightly backup completion, administrator of network
printers and print servers including large document center printers, lead engineer on
Corporate Tax servers and applications, SAN support, lead engineer on SPAM and content
filtering. Create custom application package installations using Wise Professional for
desktop and laptop deployment using Altiris Rapid Deploy software.
• Manage, coach, train, mentor Advanced Support engineers and CallCenter personnel
supporting 600 elder care facilities and additional healthcare subsidiaries.Conduct quarterly
performance evaluation assessments on each employee to determine yearly merit increases.
• Accomplished a major hardware/software rollout including: cabling, workstations, printers,
file servers, advanced IBM system 36, operating systems, software and VSAT (satellite
telecommunications) to over 600 locations across the country. Worked directly with field
service technicians using scripted installation procedures for all devices. All scheduling
requirements were met and close to 1 million dollars were saved in hardware acquisitions.
• Completed major patient care database conversion at all remote facility locations. This was
accomplished with scheduling, remote access into each location, installation of new
software, migrating existing patient data and uninstalling previously installed software
components. Patient data is extremely sensitive and each elder care facility is under strict
HIPPA regulations including fines and unannounced state or federal audits. The Advanced
Support Department was able to complete all installations and migrations 1 month ahead of
schedule with no impact to any facility.
• Completed Network Operating System conversions at 600 locations nationwide. The scope
of this project was the conversion of the existing Novell 3.2 network operating system to
Microsoft Windows 2000 with active directory services. This was accomplished through
scripted Wise software image installations, Altiris software deployment and direct
involvement throughout the project with research and development engineers. Advanced
Support co authored all of the Wise installation executable scripts and was the single point
of contact during this conversion. This eliminated the need to procure contracting services
saving thousands of dollars in labor cost.
• Directed the move and re-establishment of network services for 1000 corporate employees
to a new corporate center. This was accomplished by working closely with building
departments, movers and co-workers to ensure all computer equipment and devices were
packed, moved, reconnected and functioning properly after each weekend move. The entire
project was completed in 2 months with no impact or downtime to any department.
• Implemented a Virtual Private Network solution to replace Remote Access Services.
Advanced Support provided online technical instructions, software and documentation to
each of the 2000 remote users. No users suffered any unexpected delays in their remote
access requirements. Continued monitoring, trending, analysis and reporting of VPN
account usage data resulted in $50,000 savings each month in remote network access
charges.
Professional Development
Microsoft and Novell continuing education.
Supervisory skills workshops.
Education
Bachelors of Science – Computer Science, University of Miami, Coral Gables, FL
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