Engineer Manager
Resume:
Letter of Introduction
From: Thomas V. Ferdynus
Personal E-Mail: *********@*****.***
To Whom It May Concern:
Within this document, you will find my letter of introduction and my
resume. I hope to successfully pursue a position within the IT group, or if
possible another area within the company, which may also match my job
skills. I feel that I have a unique blend of people skills and technical
expertise, which will allow me to broaden and strengthen the technical
support base for any company that requires the finest in technical
excellence. I have obtained a variety of skills and disciplines throughout
my working career, thus I have a wide area from which to draw experience
from. I have worked within:
. A former computer manufacture
. In retail sales
. In education
. A world class enterprise financial leader
. Call centers
I understand how a computer user may feel awash in a sea of technical
problems. I have both the technical expertise and people skills to best
resolve these types of problems quickly and efficiently. From my previous
work experience within Commodore Business Machines, I understand what is
required to solve production problems, compatibility issues, and how to
interface with production design engineers. I can also understand the wide
variance of support issues within the educational system as I have spent
the past 20 years planning and designing a wide variety of networks and
computer systems. I am also fully versed with physically servicing both
computer hardware and software. I have also spent a great deal of time
researching and developing both Internet and Intranet technologies. I have
also had the pleasure of designing educational curriculum for adults in the
principles of how to use a computer and software for both fun and business.
I have design and presented a wide variety of both computer and software
presentations for both industry and consumer trade shoes. Should you
require further details, please feel to contact me either during normal
business hours or after hours at home. At the present time I have been
employed with GMAC RFC Canada since 2002 and have international experience
with GMAC RFC Australia. Recently, I am completing a short term contract
with Volt/Apple in a tier one support role involving Apple's iPhone.
Thank you in advance for your time in regards to this matter.
Regards,
Thomas V. Ferdynus
Thomas V. Ferdynus
Work Experience:
Technical Experience:
Hardware: Desktops, Laptops from Apple, Compaq/HP, Dell, Toshiba, Intel,
Motorola, Diamond MM Digital and DEC, Polaroid, Kodak, UMAX,
Epson, Lexmark, SGI, repair and support for both desktops and
servers
Smartphone's: Blackberry and Apple iPhone
Software: iPhone 3.0 OS, Pega, Microsoft Applications and Desktop OS's,
VMware, Adobe, Oracle, Cyber Media, Network Associates, MacAfee,
Symantec, Trend Micro, Cisco, Palm, Blackberry, Power Quest,
Intel, IBM, Lexmark, Sun, SGI, Lotus, Novell, VERITAS,
SharePoint, OSX
Mail Systems: MS Exchange 2003 & 2007, SoftArc First-class
Networking: Bay, Cisco, IBM, SMC, HP and Kingston
Scripting: Perl, VB,
Database Familiarity: MS SQL, Oracle 9i and 10g, MYSQL, Pervasive, BTrieve
V6.15
Desktop OS: Windows XP, Windows Vista, Mac OSX
Server OS: Windows Server 2008, Windows Server 2003, Windows Server 2005
SQL, Active Directory, DNS, DHCP, IIs, Windows 2000 Server, Active
Directory, DNS, DHCP, IIs, NT (3.x, 4.x, Server), Novell 3.x, 4.x & NDS,
5.x & NDS, Sun Solaris, AT&T Unix, Red Hat Linux & Novell/Susie Linux, IBM
OS/2, OSX, VMware ESX
Network Servers: IBM NetFinity, Dell, Compaq/HP, Apple
Server and workstation virtualization: VMware ESX
Network Security Appliances: Barracuda, Borderware, Sonicwall, Checkpoint
Protocols: TCP/IP, IPX/SPX, AppleTalk, and NetBIOS
Infrastructure: Network cable systems: Token-Ring, Ethernet, and Fibre
Optics
Current Certifications: MCSE, CNE, CNA, OS/2, IClass, School Vista, HP
Blade P&C Class
Work in progress Certifications: CCNA
Career Summary
Systems Engineer with over 20 years of experience. Well versed in IT
environments throughout different types of business's within the computer
industry. Constantly learning, always striving to use out side the box
thinking, maximising creative problem solving to better understand not only
the problems that maybe encountered, but also take effective steps to
minimize and eliminate the possibilities of problems re-occurring. Never
stops until the process is complete & the customer has received the very
best results.
Career History
Teleworld Staffing / AT&T
Started September 21rst, 2009 to Present
Tier 2 U-Verse Technical Support Specialist
Provide technical support for AT&T U-verse IP TV Product, supporting both
the hardware and software across a wide and varied demographic from across
the United State, primarily to AT&T's installing technicians and managers
. Calls are routed to AT&T's support center in Richardson Texas
. Calls are logged using CMS, a proprietary in house AT&T trouble
tracking ticketing system, also used for logging and resolution
statistics
. Various in-house technical resources are leveraged to resolve
incoming calls
. Participate in team meetings on a weekly basis to discuss issues
and better improve customer resolution statistics
. Coach and mentor younger support agents to increase customer
satisfaction index's
. Recently promoted to AT&T FDRT team to deal with cases which are
considered extenuating circumstances to resolve as quickly as
possible using all available resources within AT&T
Volt / Apple
Started March 23rd, 2009 to September 17th, 2009
Apple iPhone Technical Support Specialist
Provide technical support for Apples smartphone, the iPhone, supporting
both the hardware and software across a wide and varied demographic from
across the United States and Canada
. Calls are routed to Volts Dallas call center on a first come,
first served basis
. Calls are logged using iLog, a proprietary in house Apple
trouble tracking ticketing system, also used for logging and
resolution statistics
. Various in-house technical resources are leveraged to resolve
incoming calls
. Participate in team meetings on a weekly basis to discuss issues
and better improve customer resolution statistics
. Coach and mentor younger support agents to increase customer
satisfaction index's
GMAC RFC Australia
Started September 17th, 2007 to October 12th, 2008
Pega Systems Senior Support Engineer
Manage the daily support function for auto decisioning mortgage
applications. Support in the delivery of Pega report functions for mortgage
consultants across Australia. Provide backup support through innovative
software and hardware solutions to the internal business groups.
. Managed a Altiris environment to install & configure software
on workstations
. Designed, purchased, configured and installed all server
hardware as required by the project scope, installed OS and
associated patches for a fully integrated Windows Server 2003 R2
Pega Rules Commander environment resulting in zero down time and
a automated mortgage application process which is substantially
faster then the SLA's which were agreed to by the business units
involved
. Used VMware ESX to build virtual servers for development,
integration services and production Pega environments as well as
MS SQL Server 2005 environments
. Working with GMAC RFC Pega Engineers in Minneapolis, I have
tailored pearl and visual basic scripts and used them in the
implementation of a automated monitoring process which allowed
me to visual monitor all the Pega Rules Commander processes in
real time
. Developed extensive documentation based on the methodologies
which were used to design and build the various Pega Rules
Commander environments from development right through to
production
. Developed extensive procedures to allow database's to be moved
from one Pega environment and implemented in another Pega
environment
. Ongoing R&D of software and hardware for use in the various
business divisions within business divisions of GMAC RFC
Australia
. Maintained and supported Exchange 2003, added users, removed
users, maintained user mailboxes, set user limits, added,
removed, re-synced Blackberry accounts
. Used pre-scripted VERITAS Netbackup routines to backup & restore
user mailboxes at the brick level
. System SharePoint administrator for IT ops and the other
business unit groups
Mortgage Intelligence
A division of GMAC RFC of Canada
Started September 23rd, 2002 to August 17th, 2007
Systems Engineer
Manage the daily support functions of a 7.5 billion a year financial
services company. Support in the delivery of a weekly payroll in excess of
2.5 million to 1100 mortgage consultants across Canada. Provide innovative
software and hardware solutions to the internal business groups.
. Primary team lead for all server design requirements from all
business units, this included meeting with all key project
managers, scoping all project requirements, purchasing the
appropriate server hardware based on project budgets, receiving
into inventory all server hardware, building out all server
hardware, install the server OS levels as determined by the
project scope, patching any further OS requirements, then
handing over key server's to the primary stake holders for final
sign off
. Working with GMAC RFC Network Engineers in Minneapolis, I
assisted in the planning and implementation of the integration
of the Mortgage Intelligence network into to the GMAC RFC Global
Network
. Re-designed, planned and implemented a fully integrated Windows
Server 2003 network environment resulting in zero down time and
no loss in financial transactions
. Re-designed, planned and implemented a solid file transfer
environment based on Microsoft's NT technology for both lender
transactions and mortgage consultants transactions
. Developed a single vendor platform environment of HP / Compaq
Proliant based server technology
. Developed a single vendor platform environment of HP / Compaq
desktop technology
. Helpdesk level 1,2 & 3 PC management in the branch office
. Helped in the development of a company wide purchase program of
PC's from a single vendor for both head office and our mortgage
broker community
. Ongoing R&D of software and hardware for use in the various
business divisions within Mortgage Intelligence and mortgage
broker administrative office networks
. Managed a Altiris environment to install & configure software
on workstations
. Maintained and supported Exchange 2003, added users, removed
users, maintained user mailboxes, set user limits, added,
removed, re-synced Blackberry accounts
. Used pre-scripted VERITAS Backup Exec routines to backup &
restore user mailboxes at the brick level
. Migrated 1200 independent mortgage broker user accounts from
SoftArc's First-class Mail to Exchange 2003
. Used VNC to install and configure Outlook, Outlook Express,
Eudora, Thunderbird for independent mortgage brokers across
Canada
. Used VMware ESX to build a virtual server environment in a
hybrid HP P/C blade environment, virtual environment was used
for development test and production code tuning
. Supported 12 Macintosh's, iMacs & Server X in the advertising
department, Entourage was integrated with Exchange 2003, Office
for Mac, Adobe Suite
FiLogix
Started Aril 1rst, 1999 to September 19, 2002
Manager, Network Solutions
Manage the daily support functions of a 3 billion a year financial
services company. Provide front line support to both lending
institutions and over 200 mortgage consultants across Canada. Provide
innovative software and hardware solutions to both lending
institutions and mortgage consultants.
. Managed all server design and implementation work for both
Filogix's business lines as well as those for key independent
mortgage brokers across Canada, this included regular meetings
with key individuals from FiLogix's IBM vendor, as well as
representatives from IBM Canada to stay current with IBM's small
vendor server offerings
. Re-designed, planed and implemented the use of internet
technology as a communications tool resulting in a $8000.00 per
year cost saving in leased phone line costs
. Re-designed, planned and implemented a fully integrated Netware
and NT network environment resulting in zero down time and no
loss in financial transactions
. Re-designed, planned and implemented a solid file transfer
environment based on Microsoft's NT technology for both lender
transactions and mortgage consultants transactions
. Re-designed, planned and implemented firewall Internet
technology from Bordware Inc.
. Developed a single vendor platform environment of IBM NetFinity
based server technology
. Developed a single vendor platform environment of IBM based
desktop technology
. Front line service and support of networking technologies in
lending institutions
. Front line service and support of mortgage consultants laptops
and desktops and in office networks
. Front line PC management in the branch office
. Assisted in the development of support material for lending
institutions and mortgage consultants on the use of ECNI 2000+
Mortgage Origination software system
. Helped in the development of a company wide purchase program of
PC's from a single vendor
. Ongoing R&D of software and hardware for use in lender and
mortgage broker administrative office networks
. Installed, Maintained and supported Exchange 2003, added users,
removed users, maintained user mailboxes, set user limits,
added, removed, re-synced Blackberry accounts
. Used VERITAS Backup Exec for backup & restore of internal
Exchange functions
Toronto District School Board - Etobicoke
Started December 1rst, 1991 to March 30th, 1999
Network Specialist
Manage the daily support functions of the academic environment with
two contract consultants, one full time software technician, two
University of Waterloo co-op students, assign and track various
projects and problem assignments given to my staff of five.
. Met regularly with key individuals within IBM's education
division in Canada to stay current with offerings for both class
room server requirements, as well as IBM desktop offerings for
classroom use
. Designed, planed and implemented the use of internet technology
in the classroom
. Installed network cards (Ethernet & Token-Ring), network cable
(Thin net & 10 Base-T, Cat 4 & Cat 5 Token-Ring), IBM Token Ring
MAU's, SMC and IBM Ethernet hubs, repeaters and switches, wiring
closets, CD-ROM's, hard drives, memory upgrades
. Front line service and support of networking technologies in
schools
. Front line service and support of classroom computers
. Front line PC management in schools
. Developed courseware for teachers to aid them in PC hardware
management and software management in the classroom
. Developed courseware for teachers to aid them in PC hardware and
software maintenance for use in their homes
. Helped in the development of a IBM OS/2 Wan environment, then
developed a migration plan to a Microsoft NT Wan environment
. Helped develop and complete IBM OS/2 Wan installation of the
school board's administrative offices, service areas and schools
. WAN end user support, WAN workstation set-up, configuration and
support
. Did ongoing R&D of software and hardware for use in classrooms
and administrative office networks
. NT Server V3.51 used to build and install a WEB server using
Website for schools, then completed a migration of NT Server
3.51 to 4.0, summer of 1997
. Developed and completed Internet access installation for 15 High
Schools and 63 Elementary Schools, summer of 1997
. Designed entire IP & Routing classroom environment based on
Class B & C IP structures, summer of 1997
. Planed and supervised the installation of 10 new classroom
networks including 300 PC workstations, summer of 1997
. Planed and supervised the installation of 300 Macintosh
workstations, summer of 1997
. Planed and supervised the installation of 15 Oracle Database
Servers for classroom networks including 240 PC workstations,
summer of 1998
. Planed and supervised the upgrade of 15 NetWare 4.11 Servers for
classroom networks, summer of 1998
. Developed and implemented Intranet Web Server based on NT 4 &
Information Server 4 to provide critical information to teachers
& administrative network users, summer of 1998
Commodore Business Machines Limited
February 1rst, 1988 to November 28th, 1991
Educational Network Support Specialist
Originally hired to aid in the support of both dealer and end user
support calls. Was promoted to develop and market an educational
network solution for school boards across Canada.
. Network shell software development and documentation development
. Network hardware and software integration
. New PC hardware and network integration
. Network topology design and support
. Network software trouble shooting and network hardware trouble
shooting
. Field technical support for School Boards across Ontario and
Commodore Retail Dealers
. Developed technical support services for school boards and
retail dealers
. Developed technical documentation and technical "white" papers
. Developed training courses for Commodore PC's and Commodore
Amiga's
Electronic Playworld / SaveTech
March 2nd, 1987 to January 28th, 1988
Retail Store Manager and Service Manager
Helped in the development of a small business division within a
retail store environment. Responsible for ensuring that customer
equipment which required service depot warranty work be handled
quickly and efficiently.
. Retail management of SaveTech's business division
. Design and sales of Point of Purchase Systems.
. FAX and Copier sales and service
. Service Manager for warranty depot equipment
M. H. Ingle and Associates Insurance Brokers Limited
June 28th, 1985 to March 1rst, 1987
Small System Manager
Responsible for the daily operations of data entry and processing
insurance claims. Prepared future forecasts of system growth, system
support upgrade costs, and technical support costs.
. Systems debugging and support on a DEC PDP 11 Mini
. Hardware and software technical support
. Planned & purchased IBM compatibles to be used with existing
software and hardware
. Projected future systems growth
. Designed long term and short term projects
Micron Distributing Limited
April 1rst, 1985 to June 25th, 1985
Retail Product Specialist
Direct line selling and support of retail products from wholesale.
. Sales and support of major software and hardware to retailers
throughout Canada
. Assigned retail accounts to sell IBM and Apples products to end
users
. Service and support calls were made on a daily basis to sell and
support products and to address any dealers concerns which they
had about the products which Micron Distributed
Electronic Playworld
April 17th, 1983 to May 14th, 1985
Retail Sales Associate
Retail sales associate.
. Small computers sales and service
. Installation of local area networking in small offices
. Inventory control, product distribution, installation of
computers & small electronics in customers homes and in small
business offices across the GTA
. In store marketing and displaying of product, some design of
retail advertising was also done
Related Experience
. Three month contract with Justice Canada, installation of several PC
workstations along with the designing and implementation of several
printer drivers for Word Perfect
. Various short term contracts from Systems Plus for consultation on
Local area networks which were PC based, installation & consultation
on small DEC PDP systems
Education
. Seneca College - Introduction to UNIX - Basics of AT&T UNIX version 5
. George Brown College - Basic Programming - Basic programming
structures
Professional and Networking Education
2007, Pega Systems - Introduction to PRPC, System Administration of PRPC
2007, HP Canada - Introduction to HP Blade Enclosures
2007, HP Canada - HP C Class Blade Technology Installation & Configuration
2007, HP Canada - HP P Class Blade Technology Installation & Configuration
1999, Starlight Technologies - NetWare 529 - Upgrading from NetWare 4.x to
5.x
Required course to upgrade CNE 4 status to CNE 5 status
1998, Starlight Technologies - Microsoft Exchange Server 5.5 Series -
Concepts and Administration
Course six of the Microsoft NT Engineer Certification Program
1998, Starlight Technologies - Creating and Configuring a Web Server Using
Microsoft Tools
Course five of the Microsoft NT Engineer Certification Program
1998, Starlight Technologies - Internetworking with Microsoft TCP/IP on
Windows NT 4.0 Base Technologies
Course four of the Microsoft NT Engineer Certification Program
1997, IBM - Education - Atlanta GA - Integrator Training, School Vista
9 Day(s), Concentrated into 5 Days, Main Focus was installing and
maintaining a successful IBM School Vista Network on NetWare 4.11,
Configuring Win95 for optimal performance on the desktop, maximising
network performance using both Token Ring & Ethernet switches from
IBM. Configuring ORACLE Database servers. Migrating ORACLE Database
accounts from an Application Services to Registration Services
1997, Starlight Technologies - Networking Microsoft Windows NT 4.0
Base Technologies
Course three of the Microsoft NT Engineer Certification Program
1997, Starlight Technologies - Supporting Microsoft Windows NT 4.0
Enterprise Technologies
Course two of the Microsoft NT Engineer Certification Program
1997, Institute for Computer Studies - Supporting Microsoft Windows NT 4.0
Core Technologies
Course one of the Microsoft NT Engineer Certification Programs
1994, IBM Canada - LAN Server & OS/2 Engineer Certification Program
8 Courses in total. First 3 covered the installation, tuning and
support
of OS/2 on a workstation, remaining 5 covered a complete installation
process of OS/2 LAN Server.
1993, IBM Canada - IClass Advanced Administration
Course covered the installation of a NetWare 3.11 & Upgrading to
3.12, overview of NetWare 4.x, fileserver installation & planning,
installation of the IBM IClass & School View Classroom Administration
software.
1992, Starlight Learning Centres - NetWare TCP/IP Transport
Novell TCP/IP Interfacing & Communications
Course covered the installation of TCP/IP NetWare Modules on a LAN.
1992, Micro D - NetWare Service And Support
Novell Software & Hardware Installation Course
Course covered the complete installation of a Novell 3.11 & 2.2
network, hardware requirements, software requirements, cable and
wiring requirements.
1992, Micro D - NetWare Data Communications
Novell Network Communications
Course covered the various aspects of both LAN communication
fundamentals as well as the fundamentals of live wire communications.
1991, Micro D - NetWare Systems Administration
Novell Admin Course
Course covered the systems Administration of a Novell 3.11 & 2.2
Network Operating system.
1991, Micro D - NetWare Systems Manager
Novell Advanced Systems Manager Course
Course covered the introduction to the Novell Network Operating
system.
Interests / Hobbies / Community Services
Former Cub Leader for Scouts Canada, Helped with delivering of food
for my church & it's operating food bank, Worked with various
charitable organizations within the Mississauga / Greater Toronto
Area, Automobiles & Auto Mechanics (Competed Regularly in Solo II
Sporting Events), Music, Emerging Computer technologies, Mountain
Biking, Road Biking, Avid fan of NASCAR racing series (all Truck,
Nationwide, Sprint)
References:
Michael Gullick - GMAC RFC Australia - +61 (4) 1799 9956,
*******@*******.***.**, former IT Manager
Andrew Lo - FiLogix - VP Business Continuity - +1 (416) 360 - 1777, former
manager
Karl Wondrak - former CTO GMAC RFC Canada - ********@*******.***.
Art Trojan - former Mortgage Intelligence CEO - +1 (480) 272 - 9553
Contact this candidate