Customer Service Management

Jeffrey Galando

318-***-**** 318-***-**** ( *******@*****.*** ( 409 South Bonner (

Ruston, LA 71270

( Network Engineering (

Accomplished and results driven professional with over 26 years of

Information Technology Management experience, 11 of which have been working

in Network Engineering and Mainframe Network Delivery. Recognized for

professionalism, commitment to excellence, and demonstrated ability to

communicate and work with senior management, associates, and customers. Has

an excellent interpersonal skill, able to communicate and collaborate

effectively with co-workers at all levels. Self-motivated and can work

independently or in a team. Broad based qualifications include:

> Cisco CCNA Certified and knowledgeable of current Cisco technologies

> 15 years experience with Networking Technologies (SNA and TCP/IP)

> Design and implement Multi-layer Switch networks for clients

TECHNICAL SKILLS

Software MVS Operating System, ZOS Operating System, Windows, Unix,

VTAM, NCP, EP, SSP, TCP/IP, FTP, UDP, SNMP, SMTP, ICMP, IOS,

RIP, EIGRP, OSPF, BGP, JES2, JCL, VSAM, TSO, Text Editor,

ROSCOE, CICS, IMS, IDMS, DB2, ABEND AID, ADABAS, FILE AID,

CA-SPOOL, CA_DISPATCH, DFHSM, FDR, SYNCSORT, RACF, ACF2,

CIP, DLSW, CISCO IOS, MPLS, VPN, QOS, and all Cisco

technologies

Hardware IBM RY4, IBM 3174, IBM 3745, IBM 3720, IBM 4248, IBM 6262,

IBM 3800, IBM 3900, HDS P85, AMD 755, MEMOREX 5490, MEMOREX

3202, MEMOREX 3288, MEMOREX 3265, MEMOREX 5491, STK

3490-M34, STK 3480-M24, STK 4490-M30, HP 9000, SEQUENT 55000

SE20, CISCO 3920, CISCO 4000 SERIES, CISCO 6000 SERIES,

CISCO 7500, CISCO 7505, CISCO 2500, and CISCO 7513

AREAS OF EXPERTISE

. Excellent Strategist - Provide solutions that boost productivity and

efficiency across the organization. Quickly identify problem areas and

. implement effective solutions to meet goals.

. Exceptional organizational skills - Consistently recognized by

colleagues for exceptional talents in needs analysis and problem

resolution in fast-paced environments.

. Strong sense of responsibility - Solid professional standards;

excellent track record of dependability. Maintain focus on achieving

results while implementing business solutions to meet a diversity of

needs.

. Administration and Management - Knowledgeable of business and

management principles involved in strategic planning, resource

allocation, leadership technique, and coordination of people and

resources.

. Project Management - Identifies and assess opportunities, schedules

the project in logical steps and budgets time required to meet

deadlines. Consistently recognized for completing projects on time and

within budget.

. Customer Service - Consistently demonstrate responsiveness, strong

customer focus, and ability to build good customer relationships.

. Innovative Creativity - Consistently employ technological solutions to

increase efficiency while using time productively to track progress

and meet goals.

PROFESSIONAL EXPERIENCE

Infrastructure Specialist for Plano Engineering and Mainframe Network

Delivery:

SW Global Network Engineering Team ( Ruston, LA

2006-Present

Responsible for designing solutions for new client networks

Serve as Lead Engineer on projects and SME for OSA, EBN/EE, and LAN

technologies

consistently ensure Network switches are Cisco Block point compliant

Configure LAN/WAN solutions for client networks as well as VPN/VRF MPLS

networks

Provide 24/7 on-call support for Mainframe and LAN related network problems

Key Accomplishments:

Installed new mainframe network technologies

Designed and implemented Plano SMC OSA switch network which involved

converting 50 mainframes from legacy CIP router connections to high speed

switch connections

Infrastructure Specialist for Mainframe Network Engineering:

EDS (National Team) ( Ruston, LA

2005-2006

Implemented new router technologies and installed new versions of Cisco IOS

software

Supported mainframe Refresh and served as Lead Engineer on client network

design and installs

Independently worked on high level client network problems

Incorporated new SNA technologies (APPN, EBN/EE)

Continued to enhance knowledge of Cisco routers, switches, and WAN

technologies in pursuit of Cisco CCNP Certification

Key Accomplishments:

Passed examinations to become Cisco CCNA Certified

Infrastructure Analyst for Network Software Group:

EDS (Sacramento IPC) ( Rancho Cordova, CA

1999-2005

Converted SNA network to APPN network and supported several operating system

upgrades

Played a major role in migrating FEP (Front End Processor) clients to router

TN3270 connections

Provided on-call support from a national level

Key Accomplishments:

Instrumental in migrating new clients into the Sacramento network

Completed various Cisco router and TCP/IP courses

Completed several client disaster recovery drills

Infrastructure Associate for Network Software Group:

EDS (Sacramento IPC) ( Rancho Cordova, CA

1997-1999

Responsible for the configuration and management of ten NCP's (Network

Control Program)

Accounted for install and maintenance of the network software on fifteen

mainframe systems

Provided on-call support for Sacramento and client network

Assisted clients in implementing new network technologies

Key Accomplishments:

Completed System Programmer training

Enhanced knowledge of SNA and TCP/IP technologies

Senior Operator of the Operations Assistance Center:

EDS (Sacramento IPC) ( Rancho Cordova, CA

1993-1997

Resolved various client problems (approx. 50 calls daily)

Served as the Team leader for area

Implemented Quality Management system for OAC

Provided 1st level support for client network problems (SNA and TCP/IP)

Key Accomplishments:

Effectively developed an improved Operations Assistance Center as well as

network training documentation for OAC area

RELEVANT EMPLOYMENT HISTORY

Management Internship Program:

EDS ( Springfield, VA

1985-1986

Process Improvement Analyst for Output Services:

EDS (Sacramento IPC) ( Rancho Cordova, CA

1992-1993

Manager of Output Services:

EDS (Sacramento IPC) ( Rancho Cordova, CA

1989-1992

Manager of Resource Management and Scheduling Group:

EDS (ASIMS Army Account) ( Springfield, VA

1986-1989

Advanced Operator:

EDS (ASIMS Army Account) ( Springfield, VA

1985-1986

OPD Operator:

EDS (ASIMS Army Account) ( Springfield, VA

1983-1985

EDUCATION and CERTIFICATIONS

Management Internship Program:

EDS ( Springfield, VA

1985-1986

Operations Development Program:

EDS ( Springfield, VA

1984-1985

System Programming Certification

EDS ( Plano, TX ( 1998-1999

CCNA Certified

Cisco ( Shreveport, La ( 2006-2009

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