Customer Service Management

M AN IS H D ESAI

**** ******** *****, *******, ** 91356 ●

Cell: 818-***-**** ● 7

Email: ******@****************.***

Objective

To obtain a challenging and growing position in the Information Technology field with a company that allows me to

enhance my knowledge base and further my career.

H ighlightsSumma ry of Qualifications

Over 10 years of well rounded Information Technology experience which includes networking, assembling designing

and troubleshooting servers and & workstations, database and application programming, customer providing technical support,

and project & business management.

Knowledge base: Information Technology: Business Management:

Server & Workstation Design & Upgrades – Dell, HP, IBM, White box Financial Management

Network Design & Upgrades – Cisco, HP, Dell, IBM Project Management

OS – Microsoft (up to Windows 7 & Windows Server 2008), Mac OS X Strategic Management

Email – up to MS Exchange 2007, Kerio MailServer v6 Negotiation Skills

Application Development – VB, Java, MS Access, Oracle 8i, SQL Accounting

Web Design – HTML, WordPress, Drupal, Dreamweaver MS Project 2007, MS Office 2007

VPN & Firewall- Check Point, SonicWALL, Cisco, IPSec, PPTP, etc. QuickBooks 2009

Backup & DR – Symantec Backup Exec, Retrospect, ArcServ, TrueImage, Ghost Peachtree Premier Accounting

Storage Technologies – SAN, NAS, CDN Act 2009, Goldmine

E xperience

Chief Information Officer, Partner 1/2004 to

Present

Smacchat.com, Tarzana, CA

Spearheaded business model inception and site design

Responsible for day-to-day technical aspects of the website, ranging from implementing new design code, integrating

diverse banner and video advertising, multimedia editing, encoding and integration, site traffic analysis, etc.

Handle contract negotiations with clients and vendors

Manage and direct outsourced designers and contractors throughout numerous projects

Led blog site design as an offshoot of the main site to quadruple visitor traffic and revenue stream for the domain

Implemented colocation setup, UltraDNS setup, AV processing and Flash media server streaming

Independent Computer ConsultantOwner, Independent IT Consultant 2/1994

to Present

Indizo Consulting, Tarzana, CA

Responsible for planning and implementing migrations, upgrades, or new designs for client network

infrastructureDesign, upgrade, and maintain & troubleshoot client networks, servers, and workstations,

Configure and implement Firewalls, RAS, VPNs, ISDN, Fractional T1, VLANs, set up firewalls, VPN solutions,

wWireless solutionsAP Integration,

cCreate backup and disaster recovery procedures,procedures; perform training, and systemwidecompanywide rollout on

the newer systems and networks..

Provide local technical support and rapid onsite service to clients for quick solutions.

Design and implement Windows 9x/NT/2000/XP/2003/Vista servers, workstations, and networks from ground up for

small and medium business clients, set up firewalls, VPN solutions, wireless solutions, create backup and disaster recovery

procedures, perform training, and roll the clients out on the newer systems and networks.

Constant client interaction with new clients and their needs for distinctly different systems and network

environments using all different types of enterprise level hardware and software technologies have greatly improved

my hands on technical skills, communication skills, and business skills.

Meet with clients on a regular basis to strategize and direct IT business models that would best fit their needs.

Constant Work with various enterprise level technologies to set up broadband VPN using a variety of solutions based on

client needs, setting up and troubleshooting mail server systems and web servers. project management experience includes

planning, budgeting, coordinating, and leading completing project completions upwards of to $500,0001M to create

optimum IT infrastructures and meet diverse client business needs

Keep up to date with latest IT trends and technologies via webinars and conferences in order to best service

client needs

Customer Service Technician 7/1997 to 3/1999

Nationwide Money Services, Calabasas, CA

Monitored daily ATM activity nationwide and handled over 1200 customer technical service calls per day diagnosing

cause of concern, talking customer through the proper solution, and dispatching and working with site’s local area

technician when necessary to resolve technical problems.

Performed management related duties such as creating monthly management reports and presentations for company

executives, and implementing several office procedures to increase work efficiency (Tech Support Solution manual,

frequent refresher training sessions, a 12-month daily Technical Support Department work analysis).

Performed a 24-month companywide support analysis to address uptime guarantees from providers that resulted in a

$3M settlement for the company

Computer Consultant and Technician 3/1996 to

12/961998

Anderson and Associates, Sherman Oaks, CA

Installed, maintained, upgraded, and performed troubleshooting of client systems, workstations, servers, and LANs.

Assisted in network, desktop, and server migrations, including Windows 98, Windows NT, and Exchange 5.5

E ducation

Bachelors in Information Technology, May 2001 Bachelors in Biology, June 2000

American Intercontinental University, Marina Del Rey, CA California State University, Northridge, CA

GPA: 3.9, Dean’s List

Bachelors in Information Technology, May 2000

American Intercontinental University, Marina Del Rey, CA

GPA: 3.9, Dean’s List

Hardware and Network Design

A+ Computer Upgrade and Repair, Microsoft Windows Operating Systems, TCP/IP, Microsoft IIS 4.0/5.0, Microsoft Exchangee 5.5/2000

Business Development

Project Management, Strategic Management in IT, Financial Management in IT

Microsoft Project 98/2000, Microsoft Office

Application Development

Developed fully functional front-end GUI applications to connect to a centralized database.

Visual Basic and Java Programming, ASP, Visual Basic 5, Visual Café 3.0, Microsoft Access 97/2000, Oracle 8i

Web Development/Design

HTML Programming, VBScript, DHTML, Microsoft FrontPage 2000, Adobe PhotoShop, Macromedia DreamWeaver & Fireworks

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