Manager Customer Service

Dwayne T. Harper

*** ** ****** ** **** 951-***-****

Corona Hills CA 92879 Cell 310-***-****

abkr8x@r.postjobfree.com

OBJECTIVE

To secure an IT position where my skills and training will contribute to

the overall success of the company and will also provide me with

opportunities to enhance my technical knowledge and experience.

QUALIFICATIONS

Experienced IT professional with over 11 years of key network and PC

experience

Possess strong analytical, troubleshooting and problem resolution skills

Key acquisition and implementation experience with the ability to meet

established deadlines

Strong team player with equal ability to work independently in the field

and on assigned projects

Eager to accept new challenges and learn new systems and technology

Highly motivated and hard worker dedicated to providing the highest level

of customer service with strong proactive communication and thorough follow-

up

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TECHNICAL SKILLS AND EXPERTISE

Windows 95/98/NT/2000/XP/Vista/7 Patchlink Administration

Microsoft Office Suite, Lotus Notes, Active Directory Administration

Ghost, Partition Magic BMC Magic Help Desk Application

Wireless Devices (Blackberry, PDA, Windows 2000/2003 Server Administration

Modems, Laptops)

Novell Netware Citrix Server Administration

Citrix, WinMagic, SecurDoc Encryption, Network Standards and Protocols

Remote Desktop RDC, Laptop Data knowledge

Destruction BES (BlackBerry Enterprise Server)

LAN/WAN - TCP/IP, IPX/SPX, DNS, FTP, VOIP - Cisco IP Phone Using Call

POP, DHCP,Telnet, FTP, ISDN, T1, DSL, Manager and Unity

VPN, Wireless (802.11a,b,g) RIS Imaging for PC's and laptop's

Fiserv ITI

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EDUCATION AND TRAINING

I.T.T.TECHNICAL INSTITUTE LOS ANGELES, CA

Electronic Engineering

A.S. DEGREE

AMERITECH COLLEGE NORTH

HOLLYWOOD, CA

Information Technology

DIPLOMA AWARDED

A+ CERTIFICATION

CALIFORNIA STATE LOS ANGELES LOS ANGELES, CA

Computer Information Systems (CIS) B.S.DEGREE 3 years completed

TECH AMERICA/SAISOFT TRAINING CLASSES

Designing Security for Microsoft Networks

Completed 8/11/2008

Introduction to Cisco Networks

Completed 9/22/2008

Microsoft Windows 2003 Server Administration

Completed 2/09/2009

Microsoft Windows Vista Administration

Completed 5/04/2009

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Dwayne Harper

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Phone 951-***-****

PROFESSIONAL EXPERIENCE

Vineyard Bank - Corona,CA 3/2008-

11/2009

(Acquired by California Bank & Trust via the FDIC 7/2009)

IT Systems Specialist

. Provided desktop and various network support functions for 700 users

across 20 locations in a 24/7 on call environment

. Performed roles as 1st line or 2nd line support as department needs

changed

. Onsite support for MACs

. Created, implemented, and monitored policies and procedures to ensure

compliance with internal and regulatory requirements, and ensure the

ongoing integrity of the company's hardware and software systems

. Diagnosed and repaired hardware and software issues, including reimaging

of laptops and PCs

. Developed, tested, and implemented business system upgrades

. Lead role in research, planning, and development of procedures and

processes designed to proactively assist internal customers and reduce

Help Desk call volumes

. Managed software upgrades and data backups for Evault (I365) Backup and

Recovery platform

. Monitored and created Active Directory accounts, group memberships, and

user access

. Maintained electronic Active Directory user life cycle files

. Created Cisco voicemail and user access accounts

Glencrest Investment Advisors (PFF Bancorp) - Claremont,CA

10/2005 - 3/2008

IT Systems Administrator

. Overall responsibility for the Information Technology platform

. Created, implemented, and monitored policies and procedures to ensure

compliance with internal and regulatory requirements, and ensure ongoing

integrity of the company's IT infrastructure

. Responsible for the company's LAN\WAN infrastructure

. Provided Information Security analysis and related functions

. Developed, tested, and implemented Business Continuity Plans for all

technology-dependent business functions

. Monitored the status of the company's information infrastructure and

advised management of potential issues and future requirements

. Managed all IT system upgrades and supervised the implementation of all

software installations and patches

. Developed custom database applications, programs, custom reports, and

utilities as needed.

. Negotiated IT contracts (backup servers, disaster recovery site, IT

software and hardware product support, Siemens phone support)

. Windows 2000 server support, Active Directory User maintenance, VPN

concentrator user support and local client install, PIX firewall tunnel

configuration

PFF Bank & Trust (PFF Bancorp) - Ranch Cucamonga,CA

10/2005 - 3/2008

IT Support Analyst III

. Team Leader- provided second level support for end users for PC hardware

and software, banking systems, Email, telephone problems, and questions

. Responsible for desktop support for 1000 users, corporate headquarters

and 51 branch offices Trained Level 1/Level II analysts to increase

efficiencies and quality control

. Lead role in research, planning, and development of procedures and

processes designed to assist internal customers/end users and proactively

eliminate future and user problems

Dwayne Harper

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Phone 951-***-****

PFF BANK & TRUST cont

. Assumed leadership role and additional responsibilities in the absence of

the Helpdesk Supervisor

. Supported and helped implement, standards and procedures designed to

ensure compliance with internal and regulatory requirements as developed

by the Network Manager and Information Security Manager in the use of all

Bank systems

. Lead and coordinated projects that resulted system enhancements

Jackson Federal Bank - Brea,CA

2/2000 -9/2005

(Acquired by Union Bank of California 12/2004)

IT Tech Support Specialist

. Responsible for desktop support for 250 users at corporate headquarters,

15 branch offices, and 5 remote loan offices

. Provided IT support for executive management (administered all wireless

devices as well as home office support)

. Responsible for server support (assisted in troubleshooting and

replacement of routers, hubs, hard drive, UPS systems)

. Tech support for adds, moves and changes, including relocation of a

branch office to a newly constructed building, relocation of critical

Call Center and back office operations units, build out of new training

center, acquisition of branch office and the consolidation of two branch

offices.

. Project lead in Windows XP Migration (testing & implementation of Windows

2000 & XP, troubleshooting & evaluation of all current applications

needed for day to day operations, scheduling, new PC implementation,

branch rollout)

. Managed software and hardware installation and support (desktops &

servers)

. Worked with business units and vendors to install new releases and

software upgrades as well as coordinate testing and rollout.

. Provided administration support for the Telecomm PBX (created &

maintained employee accounts)

. Served as primary and back-up security administration for key

systems/applications

. Key member of acquisition/merger transition team, responsible for

integrating and/or replacing key systems and hardware as well as

providing post transition end user support

. Developed user documentation and created technical procedures for

internal IT group

. Worked closely with the parent company IT department on any

integrated/shared systems

ISSG - Universal Studios - Burbank,CA

1/1999-11/2000

Networking/ Data Entry/ Inventory

. Key team member responsible for migration from Token ring to Ethernet for

over 1500 users

. Installed desktop hardware and software

. Inventoried all IT equipment

. Responsible for PC maintenance and replacement

DreamWorks SKG - Burbank,CA

7/1998-12/1998

Y2K Compliance Technician

. Tested software and hardware for Y2K compliance, documented findings

. Contacted vendors to review Y2K compliance information

. Compiled and reported Y2K target information to senior management

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