Customer Service Management

Persistence/ Thoroughness/ Precision

Dependable and efficient professional, who enjoys working with new

technology and is dedicated to a high quality of customer service. Has a

proven track record for working effectively with team members.

Results orientated who is creative in identifying and designing effective

solutions to meet the current needs and future expectations of the

business.

. System Application Software

. Help Desk Management

. Hardware/Software Troubleshooting

. Network Analysis & Administration

. Network Security

. Technical User Support

. Active Directory

. Project Management

Career Highlights:

ITIL certified with CISSP training. Recently deployed MARS and Websense

monitoring systems for security, lowering network activity by 30%. I have

over 10 years experience with Active directory and customer-Support.

Providing confidentiality and integrity of customer, employee, and business

information in compliance with organization policies and standards which I

received commendations from Management resulting in becoming a member of

the Global Security Management Team. Responsibilities included support of

67 physical locations with more than 4000 user accounts in one OU.

Consisting of: Administration of user accounts, Outlook, VOIP, Software

Group permissions, Directory and department group access permissions.

Assisted in creating new system images by testing for Legacy applications

Software Upgrades within Regulatory requirements. My Service Level

Agreement of 95% was reached with complete satisfaction of my customer base

followed by commendations from users and Management. My monitoring of

software licenses had saved the company thousands of dollars yearly.

Proven customer service with recognized strengths in problem-solving,

trouble-shooting technical support and planning with implementation of

proactive procedures and systems to avoid problems.

Created instructions for testing and deployment of all new software and

hardware. Coordinated and participated in the system implementation and

training personnel for software and hardware updates.

Maintain IT Software maintenance contracts and services for corporate

computer systems.

Negotiated directly with the Vendors to create co-terminus contracts, which

provided a savings to corporate expenses.

Maintained all production server backups and delivered data recovery for

customers per request.

Provided security monitoring and reports for users and databases per

corporate standards to Management.

Professional Experience:

CSL Plasma Boca Raton, Florida

Network Administrator II

NABI, Boca Raton, Florida

Network Administrator

AeroTec/Tek Systems Ft Lauderdale, Florida

Desktop /Network/Telecom Technician

MBNA America Camden, Maine

LAN Administrator

Maine State Nurses Association Augusta, Maine

Office Manager

FMC/Marine Colloids Division/International Rockland, Maine

Information Resources Coordinator

Education:

New Horizons (2009), Plantation, Florida

CISSP, Certified Information System Security Professional

ITIL V3 Foundations, Certified 7/10/2009, Information Technology

Infrastructure Library

Global Technology (2007), Raleigh, North Carolina

Cisco MARS, Cisco Security Monitoring, Analysis, and Response System

Appliance

System-Link Technology (2004), West Palm Beach, Florida

Planning, Implementation & Maintaining the Microsoft Window Server 2003

Active Directory Infrastructure

Digital Equipment Corporation, Bedford, Mass

VAX/VMS Operator, VAX Utilities & Commands

Dibol - 11, Commercial Programming Concepts, Select, DBase II/IV, Multiplan

American Management Association, Bedford, Mass

Computer Operations Management, Management Skills and Techniques for New

First Lint Supervisors

Ask Computer Systems, Inc, Bedford, Mass

Manman Systems Manager / VAX-VMS

Drake Training Center, Portland, Maine

Novell Systems Manager

VHS - Systems Upgrades on Novell 4.x, Design, Optimization & Capacity

Planning

Certifications:

ITIL Version 3 (7/10/2009)

Membership:

ISSA, South Florida Chapter (2009)

SKILLS

. Active Directory, MS Windows 2003/2000/NT4, Exchange Server

. Maintain network security policy

. Active Directory Email Administration

. Citrix User Applications

. VOIP Active Directory Administration

. LAN hardware/software administration, design, installation and

configuration

. MS Windows XP/2000/NT/9X desktop/workstation operating systems

. VERITAS network backup software

. MS Office Suite 2003/XP/2000/97

. TCP/IP Ethernet Networking, DHCP and static IP addressing, Wireless

Networking

. VMware monitoring

. Symantec Ghost and Antivirus software

. VPN based mobile remote computing solutions

. Help Desk /end-user LAN/Hardware/Software support

. System Documentation, Inventory, SOP, Regulatory policy procedures

. Cisco MARS deployment and monitoring system configuration

. Websense deployment and configuration per management specifications

. High Quality Customer Service

. Project Management - Detail Oriented

. Office Procedures - Training

. System Application Software

. Organized - Multitask

. Computer System Security

. Help Desk Management

. Data Entry - Inventory Control

. Effective Time Management

Contact this candidate