Customer Service Project

Laurie Casiano

**** *. ***** ******

East Hazel Crest, IL 60429

Phone: 708-***-**** -Cell 708-***-****

E-mail: *********@***.***

A high-energy, detail-oriented, computer professional is seeking an

Information Technology position that will allow the use of current skill-

set, also providing opportunities to work within different systems to

develop a broader knowledge base. My ideal position will encourage

growth, challenges and promote a team environment.

Notable Skills

Excellent customer service acumen Quick Learner

of New Programs/Systems

Ability to transition quickly to meet business objectives Problem

Solving

Strong planning and implementation skills Trouble

Shooting

Project Management Extensive hands-on

experience

Relevant Professional Experience

Fitzsimmons Surgical Supply, Tinley Park, IL. 10/07 - 5/10

Was the only IT Person supporting 90 users including Corporate

Headquarters, 7 Retail

Stores, and a Pharmacy in a Healthcare Environment.

. Server 2003, 2008 Server 2000, Terminal Server 2003, Terminal Server

2000, NT4 Server

. Managing Snapgear Routers - IPSEC between Corporate Headquarters & 8

Remote Locations

. Switches, Hubs, and Controllers

. Manage Firewall including Webwasher

. Linux Open Exchange Email Server and Exchange 2010.

. Mestamed (custom Medical Software) using Open VMS

. New User set-up for Network, Email, Mestamed

. Back-up and Restore using Sepsesam on a Linux based Server

. Microsoft Office 2003, 2007, Outlook 2003, 2007 and Norton Anti-Virus

. Phar-Med (Pharmacy Software) on an NT4 Server

. Purchasing of Computer Equipment

Cleaned-up and streamlined Network and later worked on upgrade with

consultants that includes 7 Windows 2008 Servers, Microsoft Exchange, Sonic

Wall Routers, and Windows Based Medical Software.

S & S Automotive, Elmhurst, IL. 4/05 - 10/07

Computer Operations Manager - Supported Corp Office, Warehouse & 6 Remote

Facilities

. Cisco, Netopia, and Wireless Routers with both T1 and Dsl

. Managing 2 Cisco, and 9 Netopia Routers between 2 main buildings and 6

remote sites

. Switches, Hubs, and Controllers

. Wire Punch Downs, both Data and Phone

. PC, Printer, and Dumb Terminal Installation and Support

. User moves, adds, and changes including PCs, printers, telephones, and

peripherals

. New User set-up for Network, Email, AS/400, Phone extension, and

Voicemail

. AS\400 - JD Edwards, Job Scheduler, IPL, Back-ups, Restores, Query,

and Dreamwriter

. Windows XP, 98, and NT 4.0 Desktops and Laptops

. Windows 2000 and NT4 Servers, including TCP/IP, DHCP, DNS

. Microsoft Office, Outlook, and Norton Anti-Virus

. Avaya IP Office Phone System

. Purchasing of Computer Equipment

Notable Accomplishments

. Completed a project consisting of converting 5 remote facilities from

56K modem lines Perle Controllers, and Muxes to Ipsec Tunnels between

Dsl Routers. This Project includes programming and installing new

Routers, Replacing Terminals and Line Printers with PC's and Laser

Printers, Setting up a small network at each location and

reprogramming existing wireless routers to function in the new

environment.

. Also working on a project to redirect Internet Traffic at Main Offices

. Cleaned up Job Scheduler on the AS\400 to eliminate issues with

Nightly Processing

. Documentation and Streamlining of Processes to make things run

smoother

First Alert/BRK Brands, Aurora, IL

Jr. System Support Specialist 9/1995 - 1/2001

Network Specialist 1/2001 - 8/2004

. Served as primary Support Person for all PCs, networking, software and

hardware for on-site and remote employees

. Windows 95/98/Me/2000/XP - Desktop and Laptop

. Resolution of end user problems over the phone and desk side

. Used Trackit to enter and manage Help Desk calls

. Set-up of new and existing equipment including PC's, Laptops,

Printers, PDA's and other Peripherals

. Repair of PCs, printers, and laptops, working with outside vendors

when necessary

. Support for Microsoft Office 95, 97, 2000, and XP

. Support for stand alone and network printers including HP, Xerox, and

jet direct boxes

. AS\400 Support including Legacy, JBA, and JD Edwards using Client

Access

. User moves, adds, and changes including PCs, printers, telephones, and

peripherals

. New User set-up for Network, Exchange, AS/400, Phone extension, and

Voicemail

. Software installation, configuration, and troubleshooting including

patch maintenance

. Ghost imaging software, PC Anywhere, and Norton Antivirus Corporate

Edition

. Remote access support including Shiva, VPN, Web Portal, and Secure

Remote

. Server administration and support for NT 4.0 and 2000

. Administration and support for Microsoft Outlook, 97, 98, 2000 and XP

on Exchange 5.5 Server

. Back-ups and restores using Arcserve

. Hubs, switches, maus, data wiring, and voice wiring

. Siemens Phone Switch, Voicemail, and Call Processing using Direct AMO,

EMML, and LC-Win

. Lucent Phone Switch, Audix Voice Power Voicemail, and Vectoring (for

call center)

Also have experience with Novell, token-ring, Client 32, AS\400

Operations/Printing Reports,, Robot Reports, IBM 5494 remote

controllers, line and forms printers, twinax, dumb-terminals, Win 3.1,

dos, and Lotus Smart Suite

Notable Accomplishments

. Implemented Helpdesk tracking system using Track-It Software

. Successfully transitioned the Network from Token Ring to Ethernet

. Upgraded server from Novell 3.12 to NT 4.0

. Upgraded Lucent Definity phone switch and Audix Voice Power voicemail

system

. After transfer, figured out Siemen's phone switch and saved employer from

having to place expensive service calls

. Set-up closed facility for new company after it was sold, phone system,

call center, Pc's, data wiring, 2000 server, email migration, user

setup

. Converted a wireless access point and wired warehouse that previously did

not allow access to accommodate programmers for a seamless transition of

the JBA system to JDE on the AS/400

. Through various company transitions, support has included First Alert/BRK

Brands, Pelouze, Health-O-Meter, Sunbeam, Mr. Coffee, and Coleman

Powermate.

Education

Associates Degree, Computer Science, South Suburban 1997 and Networking

Specialist Certificate from The South Suburban Career and Business

Institute 2006, including classes in Unix-Sun Solaris, Novell, RPG, Cobol,

Basic, C, C+, C++, Ms-dos, AS\400 Operations, Server 2000, Windows XP, A+,

Networking +, and 4 Semesters of Cisco Routers

Contact this candidate