Manager Project

Mario Palacios

**** ** *** ****** **. ( PORT ST. LUCIE, FL 34953 ( PHONE: 240-***-**** (

********@*****.***

SYSTEMS ADMINISTRATOR II - HELPDESK / DESKTOP SUPPORT

Technology professional with experience installing, managing, and

maintaining implementations of enterprise-level hardware and software.

Adept in gathering, analyzing and defining business and functional

requirements to assist in decision-making; and designing/re-engineering

processes, workflows and technology solutions for systems and networks.

Proven ability to seamlessly implement next-generation technical solutions

improving revenues, margins and workplace productivity.

Highlights

Network & Systems Administration Strategic Technology Planning

Major Software/Systems Systems Security & Disaster Recovery

Implementations Testing/Scripting/Documentation

Data/Systems Analysis Technical Writing (Manuals/System Specs)

Data Flow & Process Mapping

Professional Experience

APICS- aLEXANDRIA, VA 2006 to 2008

Systems Adminitrator II 2007 to 2008

Helpdesk Support 2006 to 2007

Advanced to systems administrator role to provide IT support for the

company's technology infrastructure. Manage large-scale enterprise

migration projects, systems conversions and performance tuning and

monitoring of applications/systems. Team lead for the company's Help Desk.

Diagnosed and resolved technical hardware and software issues for staff,

clients, and members.

Responsibilities / Key Results:

. Led the implementation of an enterprise-wide migration to an application

management system. Optimized training documentation for the help desk

support staff prior to our go-live date.

. Analyzed all aspects of the McAfee EPO Orchestrator deployment to ensure

a smooth migration. Created desktop standardization, and provided ad-hoc

reports using built-in querying tool.

. Managed the implementation of a VPN solution for remote workers, while

maintaining existing Citrix system in place.

. Reviewed, created, and revised overall departmental technical

documentation for completeness and accuracy. Trained the help desk staff

in company standards and proper support procedures.

. Gathered and assessed needs from internal business units; created custom

solutions to resolve issues (e.g., system slowdowns, virus outbreaks and

process bottlenecks); and developed functional specifications for IT

group.

. Automated previously manual, time-consuming processes to drive gains in

data tracking/accuracy, workgroup efficiency and profitability.

robert half technologies - washington, dc 2006 to 2008

IT Contractor

Worked on a range of IT projects in the Washington, D.C. metropolitan area.

Assignments:

. Systems/Network Administrator - APICS, BMT/DESIGNERS and Planners, Dupont

Dental AssocIATES

. Desktop Support Analyst - Godfrey and Kahn

. PC Technician - E-Plus/DC Public Schools

. LAN Administrator - US Olympic Committee

COMPUSA - GAITHERSBURG, MD 2005 to 2006

Technical Services Manager

Lead the Technical Services team ensuring excellent service was provided to

customers. Oversaw receiving, scheduling, installation, repair, and upgrade

of multiple computer platforms, printers and other peripheral equipment.

Responsibilities / Key Results:

. Trained service advisors to ensure proper execution of the sales process

and check-in procedure.

. Ensured customer satisfaction throughout with constant follow up,

expedited service and daily communication.

. Maintained organized, efficient, customer friendly work area.

. Worked with other departments to drive technical service sales and

increase overall productivity and profitability.

. Established performance measures, goals, objectives and priorities for

Technical staff to provide direction, set project priorities, and ensure

activities were completed on time using project planning and

organizational techniques.

. Interviewed prospective employees to select the best qualified candidates

for vacant positions using interviewing techniques and technical

expertise.

. Ensured there was good communication with store employees, management,

and vendors to obtain and distribute technical information, advise on

technical projects, resolve technical conflicts, and set priorities using

technical expertise and oral communication skills.

. Monitored and evaluated employees' work performance to advise staff of

the requirements and expectations of their positions and provide feedback

using direct observation and oral/written communication.

. Interpret and disseminate information to inform employees and clients,

and provide responses to their questions using oral and written

communications and technical expertise.

. Prepared and/or reviewed written reports (e.g. monthly activity, special,

status, statistical, informational, etc.) to communicate project status,

statistical data, security violations, and other information to

management.

. Developed short and long range plans to provide input to management on

the Department and Section strategic plans.

. Prepared and conducted briefings and oral presentations to management or

other executives to report information, answer questions, and seek

project approval.

. Reviewed and administered contracts, agreements and/or leases to ensure

service is in compliance with contract specifications, and to verify the

accuracy of invoice figures using the actual contracts and invoices.

. Negotiated service level agreements and improvements in the problem

management process with computer hard-ware/software vendors to enhance

efficiency and effectiveness of computer systems using interpersonal

relations.

. Developed streamlined procedures that decreased labor time and eliminated

redundancies.

Home pc solutions - rockville, MD 2003 to 2005

Freelance IT Consultant

Advised small business and residential customers on how to better use and

improve the use of technology systems within their organizations, and

homes, to meet their business objectives and overcome problems.

Responsibilities / Key Results:

. Met with clients to determine their requirements and define the scope of

projects.

. Ensured necessary resources were allocated and deadlines were met.

. Audited current client's system specifications and researched their work

practices and the nature of their business.

. Analyzed software, hardware, and network requirements and giving

independent and objective advice.

. Developed, tested, installed, and monitored new systems.

. Assisted clients with change-management activities.

. Prepared technical documentation and reports for customers.

. Organized training for users and other consultants.

lasership - bethesda, MD 2002 to 2003

Courier / Independent Contractor

Short-term contractor for pickup and delivery service.

Responsibilities / Key Results:

. Provided excellent customer support to our clients.

. Efficiently organized and navigated pick-up and drop-off routes during

demanding commute times.

ingenium, inc. - upper marlboro, MD 2002

Web Developer

Conducted site audit of the Prince George's County Government website, in

preparation for site re-launch in late 2002.

Responsibilities / Key Results:

. Met with government departments to establish, gather, and assess

technical requirements.

realeum - aLEXANDRIA, VA 2000 to 2001

Systems Administrator 2001

Webmaster 2000

Advanced to Systems Administrator role to provide IT support for the

company's development, test, and live environments. Developed, optimized,

and maintained company's website.

Responsibilities / Key Results:

. Installed, configured, and tested backend servers and client software as

needed, for their flagship product, Realeum Foundation, utilizing Unix,

Weblogic 5.1/6.0, and Oracle 6.0.

. Created necessary documentation to build, administer, and support Test,

Development, and Production environments.

. Conducted performance analysis to ensure backend hardware and software

were working optimally.

. Worked with developers, database administrators, and other support staff

to troubleshoot and implement product features and to ensure seamless

application integration.

. Implemented successful live rollouts, service packs, and patches.

. Provided 24x7 support to clients.

. Designed and developed database driven security components for the

Customer Support Center, through the Realeum website.

. Improved the performance and security of the company's website for

various browser platforms.

. Monitor and troubleshoot site's uptime.

zonafinanciera - Fairfax, VA 2000

IT Contractor

Led team of programmers tasked with the development of automated web

components for the company's portal.

Responsibilities / Key Results:

. Met with senior programmers to develop, review, and analyze the technical

requirements for the project.

. Developed, tested, and implemented web-based components to seamlessly

integrate with server-side objects.

. Utilized Cold Fusion, SQL, ASP, XML, (D)HTML, and JavaScript.

The worldbank, imf, and ifc - washington, dc 1998 to 2000

Webmaster 1998

Administrative Aide 1998 to 2000

Responsible for the full life cycle implementation of the intranet site

for the East Asia and Pacific Region. Provided administrative support

for various teams, departments, and regions.

Responsibilities / Key Results:

. Designed website comps and templates for multi-browser compatibility.

. Met with the East Asia and Pacific Region staff to develop, analyze, and

gather technical requirements for the launch of their intranet site.

. Implemented dynamic web pages using ASP, XML, JavaScript and HTML.

. Designed website graphics.

. Updated site content.

. Assisted in developing the USENET intranet forum for the Water and

Sanitation Program, launched in March 2000.

. Started program to convert departmental files and documentation to

digital formats.

. Provided administrative support, including but not limited to

coordinating department workflow, scheduling, and material and equipment

preparation for meetings and conferences. Instrumental in various teams

in the following departments and regions:

o Transportation, Water, and Urban Development; East Asia and Pacific

Region

o VP's Office of Economic Development

o Latin American and Caribbean Region

o VP's Office of External Affairs

Education

Montgomery college- rockville, md

Associate of Arts in Computer Science (AA), 1993

University of the district of columbia-

washington, dc

Bachelor of Science in Computer Science (BSCS) transferred, 1989

woodrow wilson s.h.s- washington, dc

High School Diploma, 1987

Technology Summary

Applications: 2003 Exchange Server, pcAnywhere, Macromedia Dreamweaver,

Microsoft FrontPage, Microsoft Office, TopLayer, IPS, Websense,

Postini, Inter-tel PBX Phone system, McAfee Protection Pilot,

EPO Orchestrator, Spysweeper Enterprise, DataKeeper, Iron

Mountain Backups, Backup Exec, Microsoft SQL Enterprise

Manager, Microsoft SQL Query Analyzer, Norton Ghost, Microsoft

Project, Microsoft Visio, TrackIt Ticketing System, Weblogic,

Oracle

Systems: Windows (2003 & 2000 Server, Vista, XP), Unix, Mobile

(Blackberry, Windows, Palm, and Android)

Languages: C, C++, Java, SQL, (D)HTML, PHP, ASP, Javascript, XML

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