Technical Support Manager

PETER J. OLANDO

*** *. ***** *****, ***********, Ohio

Phone: 440-***-**** Email: *********@*****.***

Hands on System Administrator/System Analyst with strengths in diagnostic troubleshooting,

LAN/WAN, Windows and Unix/Linux administration and customer satisfaction.

SUMMARY

• Exceptional ability to communicate technical information to end users

• Strong background in evaluating new products and implementing best practices

• Solid computer operations background involving maintenance, and troubleshooting of

computer hardware, operating system and network issues

• Experience installing and configuring Windows XP, 2003/2008 Server, Solaris Os and Red

Hat Linux

• Familiarity with network management tasks, including user security and system

administration, and IT Infrastructure Library Concepts, through training

TECHNICAL SKILLS

OS: Windows 2000/XP/2003/Vista/2008, UNIX/Linux, Mac OS, Solaris OS, AIX 5L

Network Protocols: TCP/IP, IPX/SPX, OSPF, RIP, EIGRP, IGRP, BGP, VPN, SSL/TLS, LAN/WAN

Languages: Perl, Python, C/C++, C#.Net, PHP, XML/XLT, COBOL, PL/SQL

Applications: MSSQL 2000/2005/2008, Sybase, MySQL, Oracle, SAP, DB2, Teradata, Veritas,

Microsoft Office 2003/2007, Web logic, IBM WebSphere, ITIL, Crystal Reports

EXPERIENCE

Progressive Insurance, Mayfield Village, OH

June, 2006 – Present

IT Support Analyst

• Wrote technical procedures for troubleshooting and system optimization

Provided first level technical support to internal and external users, monitor hardware and

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software to ensure effective operations

Served as a liaison between the system engineers and the management team

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Provided remote and onsite technical support on a broad scope of hardware and software

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problems; including printing and network connectivity, database and computer security

for over 25000 customers

Indiana State University, Sycamore Technology Solutions, Terre Haute

Aug. 2005 to May 2006

Intern IT Consultant

• Provided technical support to United Way Agencies through phone and onsite

• Advised customers on technology solutions

• Developed and hosted websites in Windows and Linux environments

Indiana State University Library, Terre Haute

Feb. 2005 – May 2006

Game Programmer

• Designed and programmed instructional games for the library using 3D Game Studio

• Helped students with reference questions

Indiana State University College of Business, Terre Haute

Feb 2004 – May 2006

Computer System Administrator

• Backed up data using Veritas and other programs

• Installed and manager Solaris 8 OS server with business applications

• Drew the network diagram for the workstations and stock trading rooms

• Installed and implemented CRSP Databases, DataStream, and SAP Software.

Managed user accounts in Windows 2000/2003 servers and Terminal Services.

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Configured Netware, GroupWise, network printers, and Internet Protocols.

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Indiana Career and Postsecondary Advancement Center, Bloomington

April 2001 - Aug 2002

Data Analyst

• Trained and supervised new employees

• Created, edited and maintained MS Access databases

• Assisted with fiscal planning

• Provided technical support to other departments

LISA Inc., Bloomington, IN

Sep 2001 - Aug 2002

Web Developer

• Maintained and hosted an e-commerce/e-business websites.

• Performed ghost multi-cast.

• Developed websites

EDUCATION

B.S. Information Technology, Minor: Mathematics & Economics May 2006

Indiana State University, Terre Haute

REFERENCES: Available upon request

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