Customer Service Engineer

Kathi Porter

*** ******* ********* #* . *** FRANCISCO, CA 94110 .

415-***-**** . *****@*******.***

Part-Time Help Desk Analyst

TRACK RECORD OF EXCELLENCE SUPPORTING SOPHISTICATED LAN/WAN NETWORKS AND

HOSTED TECHNOLOGIES

Talented, self-motivated Systems Engineer with more than 15 years of

experience providing remote and onsite Tiers I/II support for a variety of

enterprise critical, proprietary networks and e-commerce systems including

Web Technology Support. Extensive experience supporting industry dominant

Ethernet-based LAN/WANs with complementary experience supporting Web

technologies. Strengths providing remote and telephone production support

to users with limited technical skills. Continually upgrades skills through

on-going professional training. Effective managing multiple assignments

simultaneously.

Highlights of Expertise:

Remote Support Network Design Technology Deployments

Network Administration Tier I/II Support Website Content Management

Upgrades & Migrations Client Management Test Planning & Execution

Technical Proficiencies:

Certifications: Cisco Certified Network Associate (CCNA), Novell Certified

Network Engineer (CNE), Novell Certified Network

Administrator (CNA), PC Administration and Maintenance.

Platforms: Windows 2000,2003, 2008 Server, Active Directory, Windows

2000/XP Pro SP2, Windows 7, Novell NetWare, Cisco IOS, DOS,

UNIX/Linux. Familiar with Apache Web Server.

Applications/To Adobe Contribute CS3, MS Exchange 2007 Management Console,

ols: PINE, Eudora, Outlook, TELNET, FTP, MS Office Suite, MS

Project & Visio, Internet Explorer, Netscape, Firefox,

Remedy, Touchpaper Helpdesk, LanDesk, LogMeIn123 and MS

Windows XP Remote Assistance.

Networking: Microsoft Windows Networking, Ethernet LAN/WAN, Veritas

Backup Exec, Legato Networker for NT, IIS, TCP/IP, WLAN

802.X technology.

Hardware: Familiar with HP NetServers, Dell and HP Desktop computers,

Dell laptops, HP Printers, Cisco routers & switches, and

Visual ASE devices.

Languages: Familiar with Bash Shell Scripting, HTML and various HTML

text editors.

Professional Experience

KEY ACHIEVEMENTS:

JUDICIAL COUNCIL OF CALIFORNIA, San Francisco, CA 1999 to 2009

Systems Administrator II

Provided remote and on-site support and administration for business

critical network systems including the AOC LAN with 500+ users. Ensured

maximum uptime in a production oriented environment. Collaborated with

cross-functional teams internal and external members to design, develop,

and implement upgrades and enhancement to legacy systems. Partnered with

IT team members and functional process owners to plan and develop future

upgrade projects. Performed periodic backups of the MS and Exchange

servers. Managed third party vendors and service providers.

Key Achievements:

. Designed and implemented a proof of concept LAN for MS Exchange 5.5.

. Provided remote and onsite support of LAN / WAN internetworking

hardware.

. Migrated cc:Mail to Exchange 2000.

. Upgraded Netware 4.0 operating system to Netware 5.1 as a key member

of the technical project team.

. Upgraded the enterprise's workstations and peripherals from Windows

2000 to Windows XP.

. Partnered with senior technical staff to migrate the network

operating system from Novell NDS to Microsoft Active Directory.

. Evaluated and tested technical documentation for HP NetServer

hardware.

. Earned multiple awards for exceptional customer service and support.

AMERICAN PRESIDENT LINES, LTD., Oakland, CA 1996 to 1999

Network Administrator

Administrator for Ethernet LAN. Provided user support for hardware,

software, operating system, and connectivity issues for over 100 users.

Ensured optimal performance of Netware 3.1 and cc:Mail systems through

proactive monitoring troubleshooting, and performance tuning. Provided

escalated product support as a Tier II support resource. Managed vendors

and third-party service providers in accordance with service level

agreements (SLAs).

Key Achievements:

. Evaluated and upgraded networks as part of the Y2K compliance

initiative.

. Partnered with systems administrators (SA) and analysts to migrate

cc:Mail to Exchange 5.5.

WELLS FARGO BANK, San Francisco, CA 1994 to 1996

Helpdesk Analyst

Supported users for hardware, software, and connectivity issues. Diagnosed

and resolved issues remotely. Tracked and assigned resources for escalated

issues and workstation service calls. Administered MS Mail for LAN and

remote users. Provided informal training and coaching to users for self-

diagnosis of routine issues.

Training

INTERNET TECHNOLOGIES STUDIES PROGRAM (08/2007 TO PRESENT)

City College of San Francisco, San Francisco, CA

Professional Self-Development: (04/1996 to Present)

Microsoft Training, Cisco Systems Training, Serebra IT Training, Novell

Training

City College of San Francisco

Education

CITY COLLEGE OF SAN FRANCISCO (08/2007 TO PRESENT)

San Francisco, California

Major - Computer Networking and Information Technology

School of Science and Math

S.U.N.Y. College @ New Paltz (09/1976 to 09/1980)

New Paltz, New York

Major - Liberal Arts, Minor - Journalism

Contact this candidate