Customer Service Manager
Resume:
JOSEPH M. DUNN
********@*****.***
***** ** ** **** (305) 606-0708c
Miami, Fl. 33157 305-***-****
QUALIFICATIONS
Microsoft Certified Systems Engineer 2003: Security
•
Microsoft Certified Technology Specialist: Vista
•
Cisco Certified Network Associate
•
CompTIA Security +
•
CompTIA A+
•
Supervised a staff of six to ten technicians.
•
Experience with WIN XP/2000/2003/Vista, Active Directory, DNS, WSUS, MS Office Suites, MS Exchange 2000/2003,
•
Outlook, IIS, Symantec Antivirus, Frontpage, Lotus Notes R5, Remedy, Oracle, Citrix, Blackberry servers and PDA's,
CISCO VPN, VMware ESXi, Dell, Compaq, and HP servers, desktops and laptops, HP blade servers.
Seasoned professional with leadership, training, interpersonal, writing, and presentation skills.
•
EDUCATION
Barry University Miami, FL
Bachelor of Science in Information Technology, March 2005
Major: Network and Systems Engineering, GPA: 3.865
Blue Hills Technical Institute Canton, MA
Associates Degree, June 1983
Major: Computer Programming and Data Processing
PROFESSIONAL EXPERIENCE
TGC Global Coral Gables, FL 10/2009 – Present
Senior Engineering Consultant
Installation, activation and troubleshooting of WIMAX radio equipment.
•
Cabling installation and troubleshooting.
•
Evaluate new technologies, techniques and products.
•
The McClatchy Company Miami, FL 10/2006 – 4/2009
System Administrator
Active Directory add/removes/changes in a Microsoft Exchange 2003 environment.
•
Support for data center comprised of over 50 file, mail and various application servers.
•
Enterprise Blackberry and Treo server administration.
•
Installation of HP, Dell and Compaq servers including firmware upgrades, RAID configuration, OS installation,
•
applications installation, rack mounting and IP addressing.
Sever monitoring via IP Sentry and using domain tools including user manager, server manager, and group policy
•
editor, and troubleshooting DNS issues and DNS server setting.
Install, maintain and support a Captaris Rightfax server.
•
Patch management via Windows Server Update Services (installation and monitoring).
•
Perform system backups using EMC Legato and Brightstor Arcserv Backup software.
•
Experience troubleshooting hardware failures and systems incompatibilities on X86 platforms.
•
Desk side support for a Shared Services staff of 100+ users and a Call Center of 100+ clients.
•
Client Architectures included Windows XP, 2000 and Windows Vista clients.
•
Installation of client desktops via Ghost imaging software including image creation and maintenance.
•
Install and troubleshooting of network and desktop printers, scanners, and handheld PDA’s.
•
Software support included Office 2007/2003/2000, Outlook, IE7, and NAV.
•
Provide technical support on all Windows applications.
•
Work with management staff to assist in technical training.
•
Participate in change-management process. Assist with process improvement and automation.
•
Assist in IP addressing management.
•
Cabling installation and troubleshooting.
•
Evaluate new technologies, techniques and products.
•
ExxonMobil Exploration & Production Chad Inc. Chad, Africa 3/2005 – 10/2006
Senior Support Analyst, Kome IS Team Lead
Supervised a GIS Customer Service team of eight to ten technicians providing level-1 and level-2 Help
•
Desk support for a 24/7 multinational corporation.
Coordinated local support for data center comprised of over 20 file, mail and various application servers.
•
Diagnosed and repaired LAN/WAN issues, including Cisco switches, wireless, radio, satellite, Cat5 and fiber
•
connectivity issues.
Prepared work schedules, delegated and assigned project work to the GIS staff.
•
Trainer for technicians, helpdesk personnel, and new users on Lotus Notes, Remedy, and standard application suite.
•
JOSEPH M. DUNN
Mentored Chadian staff in troubleshooting techniques and interaction with other business units.
•
Worked under limited supervision with extensive latitude for the use of initiative and independent judgment.
•
Cabling installation and troubleshooting.
•
Primary support for third party vendors via VLAN and remote VPN connectivity.
•
Monitored GIS Helpdesk operations to ensure effective and timely response to all service requests using various
•
methods (Remedy).
Knight Ridder Inc. Miami, FL 4/2002 – 3/2005
System Administrator, Client Support Services
Active Directory add/removes/changes in a Microsoft Exchange 2000 environment.
•
Managed upgrade of a standardized desktop to Windows XP, including testing and maintenance, for local client base.
•
Installation of client desktops via Ghost imaging software including image creation and maintenance.
•
Install and troubleshooting of network and desktop printers & scanner.
•
Patch management via Windows Server Update Services (installation and monitoring).
•
Provided support for implementation, troubleshooting and maintenance of system infrastructure and any process
•
related to these systems, including; day-today operations, monitoring and problem resolution for the entire client base.
Ensured complete documentation of call ticket issues and their resolution.
•
ExxonMobil Inter-America Inc. Coral Gables, FL 4/1993 – 4/2002
Senior Support Analyst
Supervised GIS Customer Service team of four to six technicians providing level-1 and level-2 Help Desk
•
support for a 24/7 multinational corporation.
Coordinated escalation procedures for Level 3 and vendor support.
•
Administered standard load set for 2000+ end user workstations in 22 countries.
•
Liaison to Central Desktop Skill Center to test and update regional changes to the standard load set.
•
Problem Coordinator for remote IS contacts in 22 country affiliates.
•
Implemented various workstation upgrades (WIN 95, NT4, XP).
•
Monitored Helpdesk operations, ensured complete documentation of call ticket issues and their resolution.
•
Coordinated with departmental contacts to ensure highest customer service satisfaction.
•
Hardware and software support for 400+ local Windows 95/NT clients.
•
Contact this candidate