Customer Service Engineer
Resume:
igor goldshteyn
*** ******** **** ( Staten Island, NY 10308 ( *******@*****.***
INFORMATION TECHNOLOGY PROFESSIONAL
TECHNICAL QUALIFICATIONS
. IT SERVICE SUPPORT PROFESSIONAL WITH CLIENT-FOCUSED EXPERIENCE IN
HARDWARE / SOFTWARE SUPPORT WITH STRONG MULTI-TASKING, PROBLEM SOLVING
AND VENDOR MANAGEMENT ABILITIES.
. Hands-on experience in providing solutions and support to end users for
custom designed applications and commercial desktop software with proven
track record of handling customer service issues with diplomacy, tact,
and a sense of urgency. Effectively able to communicate complicated
concepts in an understandable manner matching the message to the
audience.
. Responsible for keeping an update on inventory list assets (desktops,
laptops, printers, and monitors). Participate in special projects and
perform other IT related duties as required.
. The "go to" person being sent to CEO, CFO, and Director Level associates
houses to troubleshoot computer related problems.
. Troubleshoot and resolve Windows O/S (XP/Vista/Windows 7) and
applications issues either in person or via remote support.
. Experience in IT product evaluation, testing, and acquisition (Software,
Hardware and Services).
. Daily administration of backups for a heterogeneous systems environment
using Symantec Backup Exec.
. Strong knowledge in many cabling configurations (UTP wiring, RJ-45, RJ-
11cabling).
. Document, and update technical documentation for technical support staff
in the Issue Tracking system. Managing implementation project for
software patch and hot fix management utilizing WSUS 3.0 throughout
organization.
. Install and support software packages including: Windows Server O/S NT-
2008, Windows Client O/S (NT through Windows 7), Macintosh OS (Leopard
10.5), Active Directory Maintenance & Support on Microsoft Exchange
5.5/2007, Microsoft System Center, Microsoft Office Suite 97-2010, Visio
2000-2010, Research In Motion (BES and Blackberry devices), Symantec
Enterprise Security Manager, VMware ESX and Workstation.
. Supporting Compaq/ HP ProLiant, IBM Netfinity, Dell PowerEdge Servers and
IBM Compatible Workstations, Network Printers/Scanners/Copiers,
Notebooks, Handhelds, Wireless PDAs.
. Provided after hours support for help desk and Windows Client Server
environment.
Professional Experience
DESKTOP SUPPORT ENGINEER SEPTEMBER 2007 - JUNE 2010
sotby enterprise, inc. Elizabeth, NJ
. Provided quality technical support for 200 plus US based users and daily
maintenance of all LAN resources in zonal offices.
. Supported various corporate IT needs, including desktop/laptop (mostly
PC, some Mac) new hire image deployments, virus/malware removal.
Delivered training to new employees based on requirements on various
products and services.
. Installed, configured, managed, and troubleshooting of desktop hardware
and software install, move, add, change and Break/Fix support. Maintained
hardware standards, automated packaging of unattended software and
technical documentation.
. E-mail Support troubleshooting and supporting MS Outlook email for both
the local client as well as Outlook Web Access. Outlook PST archive file
management and troubleshooting.
. Participated in maintenance of 30 Windows 2003 - 2008 servers, across two
functional domains in an environment spanning multiple domestic and
international facilities located in two countries for 300 plus users.
. Installed, configured, managed, and troubleshooting of Windows Server
2003-2008 including troubleshooting of all Active Directory
functionality. Maintained on-going support for remote access to servers
via HP/iLO based console.
. Provided support for Active Directory consisting of server side
responsibilities including account creation and troubleshooting.
. Involved in implementation and hardware support to include cabling and
Alert Management to monitor the health of the Windows infrastructure
technologies consisting of remote thin clients accessing centralized
terminal and virtual desktop environments.
. Participated in implementing central server location. Inclusive design of
environment monitoring, physical security, network infrastructure, and
layout requirements as well as managing the migration from the older
datacenter.
. Managed implementation project for software patch and hot fix management
using a WSUS 3.0. This project consisted of on-going support after
rollout as well as security-related responsibilities including security
policy development and enforcement, patch management of the entire
heterogeneous environment.
. Worked independently providing sole support to senior executives.
assistant vp, platform engineering June 2005 -
September 2007
iqor (irmc) Parsippany, NJ
. Participated in Administrated Windows 2000 and 2003 including
implementation and daily maintenance of user accounts, network shares and
network permissions for more than 6000 users.
. Daily responsibilities included installation, configuration, maintenance,
troubleshooting and monitoring of over 750 HP Blade and Reliant servers,
87 Microsoft Terminal servers and 40 VMware ESX servers.
. Served as team engineer on-call 24x7x365 rotation of network engineers
ensured timely response to all critical issues.
. Earned solid reputation for resolving complex issues and providing
exceptional C-Level executive support.
. Provided monitoring of systems alerting and uptime management tools:
Alert Page and Microsoft MOM.
. Worked closely with the network team, cabled servers to datacenter
Catalysts 6000 switches using CAT 6 cabling standards for access to and
from a server farm to other layers of the network Configuration of access
ports and VLANs on the Catalyst switch was also a required
responsibility.
. Implemented and maintained on-going support for restricted remote access
to servers via HP/iLO console.
. Performed SMS administration consisting of daily tasks included: creating
SMS queries, packages for network-wide distribution and maintenance of
SMS database, participating in globally based team of four countries -
US, Canada, India, Philippines - for a global deployment of a multi
domain Windows 2003 Active Directory implementation.
. Served on team responsible for minimal downtime relocation of the US
based datacenter for a global based IT organization and creating a
primary world-class data housed in a co-location facility.
. Played role in implementation of iQor new centralized call center model
which consisted of leading edge technology methodologies to minimize
support and technology costs while maximizing centralized support, and
efficient use of technologies consisting of remote thin clients accessing
centralized terminal and virtual desktop environments.
HELPDESK SUPPORT TECHNICIAN May 2000 - June 2005
municipal credit union bank New York, NY
. Managed a team of mid-level engineers servicing an end-user population of
over 1000+ users across eleven locations around New York Metropolitan
area. Responsible for the rollout of 500+ Windows 2000 workstations under
extreme time constraints during the weeks following the 911 terrorist
attacks.
. Participated in administration installation and configuration of 56 NT
4.0/2000 servers and 10 NT 4.0 Terminal servers.
. Installed and configured Windows NT 4.0/2000 Backup Domain Controllers,
File and Print Servers, SQL Servers with fault tolerance implementation
such as RAID5/RAID1.
. Created and configured network user's accounts as well as e-mail accounts
using MS Exchange 2000 and MS Outlook Responsible for the upgrading of
current operating systems to Windows 2000 SP2/ XP SP1 using ImageCast 4.5
and Altiris 5.5 as well as security updates and patches on DMZ servers
weekly.
. Provided technical support resolving problems created as a result of
migration to Windows 2000/ XP.
. Troubleshoot HP LaserJet 4000/5000/8000 series and all related printing
problems.
. Orchestrated rollout of Software Update Services throughout company.
. Configured and maintained Avocent KVM over IP switches and a variety of
equipment including Compaq Reliant DL360, DL380, ML530, Compaq Deskpro,
Compaq IPaqs, Compaq EVO, HP Notebooks and Pocket PCs.
Education And Training
BACHELOR OF SCIENCE IN TECHNOLOGICAL MAINTENANCE, WITH HONORS
dNepropetrovsk technical college Dnepropetrovsk, Ukraine
Professional Development
. Additional studies at Hunter College, New York, NY
. SAM Consulting and Training Center, Brooklyn, NY; majored in
Networking Technology
Certifications
. Microsoft Certified Professional ID: 7213715, achieved 2009
. Microsoft Certified Enterprise Support Technician, achieved 2009
. Microsoft Certified Systems Administrator, in process.
Contact this candidate