Customer Service Management

Thomas R. Moore, Jr.

ably4y@r.postjobfree.com -- 484-***-****

Certified Microsoft Professional with experience in Data Center

Operations/Management, System Administration, Networking, and Security

Summary of Qualifications

Extensive experience in Systems Administration, Network Design,

Implementation, Management and Monitoring in Large Environments

Excellent Troubleshooting and Technical Support expertise with network

connectivity, security and server operations.

15 years of experience in the IT Industry

Excellent communication, problem solving skills, ability to multitask and

prioritize

Technology Skills

Hardware: HP/Compaq and Dell Servers, Network Appliance, Fiber Attached

Storage, Direct Attached Storage, Network Attached Storage,

F5 and Coyote Point Network Load Balancing Systems,

miscellaneous PC workstations and hardware

Networking: Ethernet, TCP/IP, HTTP, SSL, SSH, FTP, SFTP, DNS, DHCP, WINS,

VPN, NAT, LAN/WAN, Hubs, Switches and Routers, Firewalls,

Wireless 8.02.11b/g/n

Operating Systems: Microsoft 2008/2003/2000 Server, Microsoft Windows

NT4.0 Server/Workstation, Microsoft Windows 2000/XP

Professional/Vista/Windows 7 Professional, Microsoft Internet

Information Server v. 4/5/6, Microsoft Software Update Services

(SUS)

Collaboration: Microsoft Exchange Server 200x, Blackberry Enterprise

Server (BES)

Database Platforms: Microsoft SQL 7, 2000, 2005

Software: Microsoft Visual Studio .NET, Microsoft Office Suite

v2000/2003/2007, Computer Associates Innoculan and Backup Exec,

Trend Micro Enterprise Anti-Virus, Adobe PhotoShop, Symantec PC

Anywhere

Professional Experience

March 1999-Present

Allegiance Marketing Resources, LLC West Chester, PA

Title: Manager, Network Operations / Microsoft Systems Engineer

. Management of IT Team, Managing IT Budget, Web Site and Bandwidth

Capacity Planning

. Day to Day Operations, Administration, support of multiple E-Commerce

Web Sites utilizing Microsoft Windows NT 4.0, Windows 2000, and

Windows 2003 Server, IIS versions 4/5/6/7, SSL, SQL Versions

7/2000/2005 and clustering technologies maintaining 99.9% Site uptime.

. Engineering, implementation and Management of two Data Center

Locations (Primary/Backup) for all Allegiance Client Web Hosting

. Current Systems support up to 1.5 Million E-Commerce Users across

multiple Client Web Sites

. Administration of Web Site Load Balancing utilizing Coyote Point

Equalizer and F5 BigIP systems

. Implementation Microsoft Sharepoint Collaboration Services

. Administer and maintain internal corporate network utilizing Microsoft

Windows 2003 Server with Active Directory/WINS/DNS/DHCP, Microsoft

Windows XP Professional and Vista Workstations

. Administration of Multiple Microsoft DNS Servers

. Administration of Microsoft Exchange Server 2003 Corporate Email

System

. Administration of Blackberry Enterprise Server (BES) for remote

Corporate Users

. Implementation of Microsoft Software Update Services for single point

deployment of Operating System patches

. Design, implementation and maintain backend Campaign Management Email

System

. Currently evaluating Microsoft Windows 2008 Server and Microsoft SQL

Server 2008 for Deployment into Live Environment

. Management of Emergency Response team-24/7 escalation point for Web

Site Disaster Recovery Strategies

October 1998-March 1999

Cyberpass, Inc. Camp Hill, PA

. Networking Engineer Consultant--Duties included: Year 2000 Project

Onsite Consultant at Arco Chemical Company USA

. Evaluation and Upgrade Projections Of Large Enterprise Corporate

Network (Windows NT v4.0 and Novell IntraNetware 4.11) for Arco

Chemical Company USA Operations

August 1997-October 1998

Comcast Cellular Communications Inc. Wayne, PA

. LAN Administrator Enterprise Support Services--Duties included:

Network Administration-Windows NT 4.0 Multiple Domain (Account and

Security Management), DHCP/WINS and Microsoft Exchange account

management in a Large Corporate Environment.

. Managed day to day technical support operations and personnel for

2200+ Internal Comcast Employees utilizing Help Desk and desktop

support teams.

. Escalation point for 2nd and 3rd level technical Issues

. Contributed to redesign of support and call center metrics to create

an enterprise call center and a well-balanced support team.

. Overseeing various projects to improve the quality and efficiency of

the Support Team.

. Testing SNMP Network Management (Compaq Insight Management) software

for deployment to production environment.

May 1994-August 1997

DecisionOne (Formerly Bell Atlantic Business Systems Services) Malvern, PA

Technical Support Specialist Hardware/Software Help Desk Environment-Duties

included: Supervising call flow and CSR activity, Second Level Technical

and Customer Relations escalation's, initial training new CSR's, New

Product training. Also involved as Backup for Commercial Software Help

Desk supporting shrink-wrapped applications for corporate customers.

July 1995: Created, trained, and supervised new Hardware Help Desk at

DecisionOne Bloomington location.

Promoted to Call Center Trainer February 1996. Performed training of new

and existing CSR's in numerous Online Banking Packages and Netscape

Navigator. (DecisionOne is an OEM Partner with Netscape Communications

Corporation to provide technical support to Netscape Navigator End Users)

March 1996: Created, trained, and supervised New Netscape Navigator Help

Desk at DecisionOne Bloomington location.

Primary Trainer of Windows NT for Eastern United States DecisionOne Field

Engineers.

July 1997: Promoted to Technical Help Desk Support Manager-Netscape Client

Support-Duties included: supervising day to day call center operations,

monitoring/evaluating 30 direct reports, customer service escalations,

direct contact with Netscape for support/procedural issues.

Additional duties include backup Network Administrator of Novell Netware

v3.1x and v4.x servers for approximately 200 users, Desktop support for

internal customers, evaluation of new support opportunities for DecisionOne

Help Desk, and creation of numerous Microsoft Access Databases for CSR Call

Logging.

Education

July 1993-May 1994

Lincoln Technical Institute Pennsauken, NJ

Certification:Electronic Service Technician. GPA: 3.98 Awards include

Deans and Honors List.

August 1983-December 1984

Shenandoah Conservatory of Music Winchester, VA

Music Education Major

January 1985-May 1985

Glassboro State College (Now known as Rowan State College) Glassboro, NJ

Continuing Music Education Major. Attended Simultaneously with Cumberland

County College.

January 1985-May 1985

Cumberland County College Vineland, NJ

Continuing Music Education Major. Attended Simultaneously with Glassboro

State College.

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