Customer Service Project

Pasquale Filoromo

Email: *********@********.***

Address: *** *** *** *****

City: Honey Brook

State: PA

Zip: 19344

Country: USA

Phone: 610-***-****

Skill Level: Experienced

Salary Range: $30,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Systems Administrator/Information Technology

Competent IT professional with 12-year portfolio of success overseeing systems administration and leading mission-critical upgrades and conversions in a Windows-based environment. Dedicated to maintaining optimal systems up-time and reducing overhead expenses. Adept at conducting root cause analysis to identify and resolve critical technical issues. Expertise in relating to confused, frustrated end-users by leveraging combination of service skills, technology training, and troubleshooting capabilities. Credentials include: MCP, CompTIA A+, and CompTIA Network+ certifications. Pursuing CompTIA Security+.

Areas of expertise include:

Network Support aa Systems Administration aa Systems Analysis aa Help Desk Support aa End User Support

Issue Resolution aa Root Cause Analysis aa Equipment & Network Configuration aa End User Training

Remote Support aa Solution Development aa Data Backup & Recovery aa Wireless Conversions

Project Management aa Cost-Cutting Initiatives aa Maintenance & Repair aa Troubleshooting

Blackberry Enterprise Server

PROFESSIONAL EXPERIENCE

VertitechIT - Lancaster, PA 5/2012- 12/2012

IT Support Technician

Clients Supported in this position:

Cosmetic Surgery of Lancaster; Eye Physicians of Lancaster; Lancaster Cleft Palate Clinic; Orthopedic Associates of Lancaster; Lancaster General Health Campus; Womens and Babies Hospital, and Lancaster General Health Systems.

Devices supported:

Apple iPhone / iPad, Android Phone / Tablet, Mobile, Desktops, and Laptops

Ticketing System:

Autotask

Summery:

Supported Lancaster General Health Systems Wallaroo Project / PC Refresh Project by building and imaging Windows 7/XP operating systems on several hundred PCaaas, Laptops, Desktops, and mini PCaaas all while supporting a break/fix ticketing system and finishing well before project due date.

Quad656 - Wayne, PA 5/2012- 5/2012

IT Support Specialist

St. Luke Hospital iPad Project aaa Reconfigure five hundred 16GB iPad 2aaas from remote physicianaaas offices with wifi Verizon network and physician related apps for deployment.

Quad656 - Wayne, PA 2/2012- 4/2012

IT Support Specialist

Sovereign Bank Project aaa Inventory and Data Warehousing in support of Sovereign Bank computer refresh project.

Essintial Enterprise Solutions - Lewisberry, PA 2/2012-2/2012

IT Support Specialist

Cardinal Health aaa Diagnosed clientaaas Lexmark T644 laser printer toner not sticking to media caused by malfunctioning fuser assembly. Ordered and installed fuser kit along with compromised fuser cover to resolve.

Quad656 aaa Wayne, PA 9/2011-10/2011

IT Support Specialist

Fulton Financial Corporation ATM Project - Worked together with the network operations center and the IP communications manager to update all bank ATMaaas to current American with Disability Act (ADA) in four states. Prepared Cisco switches for deployment to each bank. Helped in the network operations center to update all bank Cisco unified communication system devices utilizing Cisco communication software and Orion enterprise monitoring software.

Quad656 aaa Wayne, PA 8/2011-9/2011

IT Support Specialist

Kutztown University Project - Team of four helped Kutztown University PC Support Department in the final stages of data migration, PC Support, and troubleshooting of their Microsoft Windows 7 professional computer desktop refresh.

Wolfington Body Company, Inc. aaa Exton, PA 9/2000-5/2004, 11/2005-7/2010

Manufacturer of school buses, commercial buses, ambulances, and other specialty vehicles.

Systems Administrator

Administered, maintained, upgraded, and monitored 85 desktops/laptops across main headquarters office and 4 remote office LANs. Troubleshot usersaaa desktop, notebook, and connectivity issues within Microsoft Office 2000/2003 environment. Conducted root cause analysis for issues with servers, printers, and networks utilizing monitoring tools, Cisco network assistant, command prompt diagnostic tools, and remote desktop client. Maintained system backup and recovery. Updated and maintained servers remotely. Generated printer, workstation, server, and network equipment configuration reports. Facilitated end-user training via remote support tools. Maintained network diagram using Microsoft Visio and Flukeaaas Network Inspector.

Key Contributions:

aa Improved headquartersaaa LAN performance 75% by installing new 100 MB switches, Cisco Wireless access point, and 1,500 feet of CAT5 cabling.

aa Facilitated remote office internet access by configuring Windows server as on-demand, dial-up server.

aa Provided remote sales access to in-house database and Outlook Web by installing and configuring DSL, VPN, and wireless access service.

aa Designed and installed remote office LAN in Southern New Jersey comprising several workstations and laptops with Windows 2000 small business server acting as file and print server, which was connected to main office through Cisco router and dedicated T1 line.

aa Maintained Veritas Backup Exec backup and recovery plan; minimized system downtime by storing backup on-site in cold safe and RAID mirroring solution for Windows 2000 domain controller and RAID 5 solution for SQL server.

aa Reduced end-user downtime 98% with break-fix support for local and remote end-users using Windows 2000/2003 servers systems and XP desktops.

aa Championed conversion of vehicle diagnostic tool to wireless environment in support of buses for 75% of school districts in PA, DE, and NJ.

aa Consulted with internal departments to interpret IT needs, provide solution options, implement hardware and software solutions, offer system instruction, and continue system maintenance.

aa Saved $25K by developing innovative solution to transfer state vehicle titles to digital format.

Sony Electronics, Inc. aaa Fort Myers, FL 6/2004-1/2005

Technical Representative

Provided level 1 help-desk services to customers. Resolved product use issues and technical problems for Sony desktops, laptops, and PDAs; followed established troubleshooting procedures and escalated issues to higher technical level support when necessary. Relied on extensive customer service orientation to relate to confused and frustrated end-users using combination of service skills, technology training, and computer troubleshooting abilities.

CERTIFICATIONS

MCP aa CompTIA A+ aa CompTIA Network+

PROFESSIONAL DEVELOPMENT

MCSE NT 4.0 Microsoft Approved Curriculum /CompTIA A+ Curriculum

MCSE/MCSA 2000 Microsoft Approved Curriculum / Self Study of CompTIA Network+ Curriculum

Cisco Networking Fundamentals Approved Curriculum

Self Study of CompTIA Security+ Approved Curriculum

Springhouse Computer School & Delaware County Community College, Exton, PA

TECHNICAL PROFICIENCIES

OS: Win 9x/NT/2000/XP/7 aa Win NT/2000/2003 Server aa DOS aa TCP/IP aa DHCP aa Exchange Server

Active Directory

Tools: Net Inventory aa Microsoft Visio aa Performance/Network Monitor aa Symantec PC Anywhere

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