Customer Service Engineer
Resume:
Michael J. Stone
*** ********* **, **** ******, FL 32129
*********@*****.***
OVERVIEW
Over five years experience of supporting and maintaining corporate
I.T. infrastructure including:
. Installing, upgrading, and troubleshooting Windows desktop and
server operating systems
. Using TCP/IP protocol stack to configure and troubleshoot networks
. Active Directory Services and Exchange Server for Windows 2000 and
2003
. Securing and monitoring access to network resources through users
and group membership
. Building and/or troubleshooting hardware for servers and desktops
. Providing exceptional customer service for both on- site and remote
(phone, email, RDP, VNC) clients
. Effectively, and patiently communicating with clients and other team
members.
WORK EXPERIENCE
CyberShift, Inc. Consulting: Ondemand Services, Technical
Support 2/2008- 9/2009
This position put me in more of a monitoring role that also included
helping the desktop support engineer when his job became overwhelming,
however my primary responsibility was to ensure remote clients could
access the web based application we hosted.
. Monitor network performance, including servers (physical and virtual
windows 2003 application nodes and databases), services, and network
hardware for any problems that may interrupt live clients usage.
. Resolve any issues such as high latency or outages of application
nodes, disk usage, and database locks that may occur using
established processes and protocols. Developed and documented new
processes for greater efficiency/usability. These include backups
and restores, Active Directory auditing, restarting failed services,
researching events that occur and are logged, as well as monitoring
firewall and IDS system(snort) to ensure no network penetration has
occurred.
. Also assist in various desktop duties such as hardware upgrades and
troubleshooting, imaging, etc.
Consulting, Those Computer Guys: Technician
10/2006- 10/2008
For this company I had the opportunity to wear different hats on
different days due to the variety of clients we had.
. Assist in the planning and deployment of Microsoft Exchange
03/07(migration) deployment/migration, as well as Active Directory
deployment/support in a small business environment.
. Respond to calls for business clients requiring on-site assistance.
This included everything from configuring MS Outlook (2000 and up)
configuration and setting up printers, to resolving DNS/ADS issues.
. Provide in-home technical support for users experiencing hardware
and software problems. These included a variety of fixes, as
necessary, either on-site or back at the office, as required.
Services routinely included spyware/virus removal, hardware
replacement and upgrades, and network installs.
IND, Parsippany, NJ: Network Engineer (level 1)
11/2005- 3/2006
IND is mainly an I.T. consulting company that would provide on-site
support should a business decide to outsource its technical
infrastructure.
. Provide network troubleshooting, firewall and VPN monitoring and
configuration for clients ranging from small offices in their homes
to clients spanning multiple physical locations typically using
Watchguard firewalls or built-in Windows VPN's.
. Setup and troubleshoot user's email accounts and Group Policies
through Exchange 2003, Active Directory, and a 3rd party anti-spam
services.
. Assist or take ownership of workstation (primarily HP and Dell) and
server assembly, installation, diagnosis, and repair
Intel Corp., NJ: Materials Specialist (level 3)
03/2000- 11/2005
Originally Dialogic, Inc., this was a manufacturing level position
where inventory and product shipping were the primary responsibilities
. Obtain customer orders for product (usually voiceboards, analog and
digital) and pick and pack product for shipment.
. Conduct inventory audits to ensure accuracy of product numbers in
database(Oracle, later SAP)
. Ship product overseas according to US and international customs and
trade laws regulations.
. Assist in the training temporary of new personnel as well as the
supervising of current employees within department.
EDUCATION AND TRAINING
CompTIA Network + Certified
Certificate in Network Security GPA: 4.0
The Chubb Institute of Technology, Parsippany, NJ
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