Customer Service Manager

David Lutz

**** ***** ***** ****@**********.*** Home: 916-***-****

Folsom, CA 95630 Cell: 916-***-****

. Dedicated Technical Support manager with 16+ years of experience at

increasingly responsible positions in information technology support,

system administration, project and team management, and client

relationship building.

. Experienced System Administrator and Desktop Support Engineer with the

ability to perform in high pressure environments while consistently

meeting deadlines and objectives and most importantly providing

exceptional customer service.

Areas of Expertise

Microsoft Server LAN/WAN networking Managing Support Teams

Administration Exceptional People Skills

Advance troubleshooting Project Management Training and Mentoring

skills Experience

Microsoft Desktop OS and Mobile Platform

Hardware Support

Professional Experience

HITHER N YON TECHNOLOGY - Folsom, CA 1/02 to Present

Manager of Technical Services

As co-founder and managing partner of Hither N Yon Technology, my

responsibilities spanned all aspects of building a technical support

organization from the ground up, including setting up the support

structure, negotiating and developing SLA's for clients and ensuring

these were consistently met. I was responsible for hiring, training, and

managing technical support staff, and maintaining ongoing client and

vendor relationships and for managing the day to day system

administration and support of servers, networks, and desktop systems for

over 40 small businesses in the Sacramento Area

Additional responsibilities included technical project management and

support for HP's product placement, branding, and seeding efforts.

Managed all technical aspects of event and branding initiatives within

geographically diverse teams of various business groups and multiple

vendors.

. Supervised over 20 technical support personnel both locally and remotely

providing desktop and server support to clients ranging from construction

and accounting firms to Hollywood celebrities and top rated television

shows.

. Onsite project management and technical support for the 2004-2010

Sundance Film Festivals, 2004-2008 Toronto Film Festival, MTV Video Music

Awards, ESPN summer and Winter X-Games, MPTF Night Before the Oscars

party.

. Managed the technical aspects of integrating computer and related

technology products into TV shows such as "The Apprentice" (seasons 2-6),

"Extreme Makeover Home Edition", and "CSI: Miami", "The Office", and "The

Martha Stewart Show".

. Managed multiple concurrent projects while maintaining an extremely high

rate of customer satisfaction

. Solid experience designing and administrating Microsoft Server's from NT

to 2008, Exchange from 5.5 to 2007 and every desktop OS from 3.1 to

Windows 7.

. Solid Networking knowledge of TCP/IP, DNS, VPN, DHCP, NAT, Security, and

Wireless Standards.

. Exceptional experience with up and coming technologies and trends and the

ability to integrate them into a business environment such as the mobile

market is doing today.

. I possess the ability to clearly articulate project fundamentals to all

levels of business with great interpersonal soft skills and a deft touch,

but most importantly I never lose sight of how enterprises, departments,

or people actually use technology in their daily lives.

THESUPPLY.COM - San Jose, CA 4/00 to 11/01

Manager of Helpdesk and Infrastructure

Successfully created and managed internal IT support department for a

well-funded dotcom startup. Responsible for all internal Desktops, voice

services, internal server management, worldwide dial-up and VPN

connectivity, internal infrastructure, security, as well as facilities.

. Successfully developed and managed IT Helpdesk group responsible for

supporting over 100 internal and remote users with desktop, voice

services, LAN/WAN issues.

. Managed all system administration duties for internal Exchange, file

server, and application servers.

. Responsible for all facilities related issues, including workspace

design, building security and LAN upgrades. Successfully directed 2

remote facility expansions adding an additional 22,000 square feet.

. Managed all IT related purchasing, including software, hardware, as well

as contractor and vendor relations and agreements.

. Additional responsibilities included supervision of 8 Help Desk Analysts,

production of daily Help Desk metric reports, ensuring that all Help Desk

calls are serviced within the applicable SLA's, and hands-on support for

escalated calls.

. As part of the 7 member company close team, I was solely responsible for

shutting down all internal and external IT services, negotiating end of

service agreements, and shutting down facilities.

ANALOG DEVICES - Santa Clara, CA

9/97-4/00

Lead Desktop Support Engineer

. Assisted in creating MIS Help Desk for Banyan, Windows 3.x/95/NT,

Macintosh and Sun OS. Created a business model for the Help Desk area by

developing procedures, which included problem reporting, and defining

levels of escalation.

. Migrated 900 users from Banyan to Windows NT, and assisted in planning

and implementing migration from Beyond Mail to Microsoft Exchange.

. Daily NT and Exchange Administrator duties. Continued daily support of

over 900 desktop users with Microsoft's Office Suite, network issues, and

hardware problems.

. Implemented Remedy to track issues, provide escalation path, and measure

helpdesk performance which closed almost 70% of all service calls on

initial contact.

TAOS MOUNTAIN SOFTWARE, Santa Clara, CA

12/94-9/97

Member of Technical Staff

As a member of Taos's technical consulting group, I provided both desktop

and server support and administration at companies such as Sun

Microsystems, Etak, and Electronic Arts. Some of my assignments were as

follows:

. Sun Microsystems

I was Responsible for nightly back-ups and maintenance of over 600

production servers in Sun's Milpitas Data Center. Experienced using

Legato Networker and TMS to back up servers. Provided continuous

worldwide support of same production servers in case of network or server

failure.

. Electronic Arts

Network Operations Center technician responsible for making sure EA's

internal servers were running properly and escalating as needed to ensure

100% of critical systems.

. Etak Navigation systems

Desktop Support Technician Assisted in migrating 300 users from Novell to

NT, Installed NT Workstation and Windows95.

Education and Training

De Anza College - Cupertino, CA 9/82 to 5/84

Earned 80 credits; concentration in film studies

Contact this candidate