Customer Service Manager

Glenn A. Elza

*** ***** **., ******** *******, CO 80911

Home: 719-***-****

Cell: 303-***-****

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

Objective

Obtain a Computer Systems Support position in which I can perform system installations, maintenance, upgrades, and

repairs as well as maintain and support property network issues and provide quality customer service.

Experience Highlights

McAfee EPO 4.0 Administration

Avaya IP Office / Voice mail System

Aristocrat / Oasis Conversion in two casino properties

VMWare Administration

IBM P Series/AIX Hardware and Software

MMS, Infinium, and Kronos, MICROS, Track-It, and VERITAS software applications

Windows 2000 Server/Exchange Server experience

Windows 2003 Server/Exchange Server experience

Windows 2008 Server Experience

Linux SuSe, Red Hat, Mandrake, and Fedora experience

Working knowledge of computer equipment installation, maintenance, and repair

Experience with MS Excel, Power Point, Word, Access, Front Page and Corel Word Perfect

Work History

Atmel / Kelly Services – Colorado Springs, CO

June 2010 to Current

Diffusion Operator

Working in a clean room factory environment handling integrated circuit product material

Responsibilities

Cleaning product before and after furnace firing using FSI Washers

Transport and deliver diffusion completed product to other department tunnels

Perform FSI quality checks

Process materials through multiple steps using company proprietary applications

Maintain speed, quality, communication and organization for optimal product movement

The Broadmoor Hotel/Resort - Colorado Springs, CO

September 2009 to June 2010

Guest Services

Trained in Bellman, Valet, Shuttle Driver, and Garage Coordinator positions

Responsibilities

Assist guests with luggage to/from hotel room

Park and retrieve guest vehicles

Coordinate valet garage using AS400 by entering and maintaining records of vehicles in and out

Transport guests to and from various locations throughout the hotel/resort property

Wildwood Casino - Cripple Creek, CO

May 2009 to October 2009

Systems Administrator

Support all computer related technologies including network administration, PC/Server hardware and software,

support and installation, and VMWare systems support. Manage IT work orders, Oasis administration, InfoGenesis

POS administration and support all other network resources.

Responsibilities

Respond to hardware and software issues at user workstations

Install, configure, and maintain the Microsoft Office Professional environment

Troubleshoot and repair minor hardware and software problems with multi-interface cash kiosks

Add, modify, and delete users from a various number of applications used throughout the company

Audit users and security for the company to stay in compliance with the Colorado Division of Gaming

Bullwhackers Casino- Black Hawk Colorado

June 2006 to April 2009

System Administrator

Support all computer related technologies including mainframe support, network administration, PC/Server hardware

and software, support and installation, and telecommunication systems support. Support the IT Manager to maintain

and improve services to company guests and all end users

Responsibilities

Backup administration with VERITAS Backup Exec

Xiotech Administration and support

McAfee EPO 4.0 Administration

Install, maintain, troubleshoot, and repair computer system hardware, software and peripherals.

Assist personnel with workstation and applications issues as needed

Diagnose system hardware, software and network issues to reach resolution

Contact and work with outside vendors for products, services, and maintenance agreements

IGS Casino Management support (on an IBM AIX System)

Provide on-call service as needed for casino support

Maintain users and security in Active Directory, Exchange, Unix Systems, and Micros

Assisted with the rollout of new MICROS system and Oasis system

Manage support tickets for timely resolutions and customer support

Assist the IT Manager with training of new IT Support Technicians

Create procedures and instruction for use in training and support

Ameristar Casino Black Hawk - Black Hawk, Colorado

March 2004 to June 2006

Systems Analyst

Install, upgrade, support and maintain casino system hardware and software. Also work closely with the Network

Administrator to maintain system security and integrity.

Responsibilities

IBM iSeries AS400 Application and User Management for Kronos, Infinium, Stratton Warren, and ACSC

IBM iSeries hard drive and system resource maintenance, perform system saves and maintain tape backups

Maintain user profiles in Active Directory, InfoGenesis, Oasis Slot System, WRG Real Time Slot Services

Responsible for hardware and software maintenance, upgrades and repairs, implementation and deployment

of InfoGenesis POS System for three profit centers

Creation of a comprehensive database, policy and procedure for user data entry and maintenance

On site technical support for the corporate offices, department offices and all end users

Manage open and closed support issues with Track-It

Education and Training

CollegeAmerica – Colorado Springs

Bachelor’s degree in Computer Science - 2010

Summa Cum Laude

Xiotech – Certified Training - 2009

Info-Genesis – Certified Training - 2006

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