Customer Service Project

Joshua D. Bilsky

**** ******* *** **** *******, PA 15122 412-***-**** (H) 412-***-**** (M) **********@*******.*** www.joshbilsky.com

Professional Profile

Highly motivated, solutions-driven information technology (IT) professional with broad technical skill set and experience in both corporate

and government environments. Proven ability to manage major IT projects from analysis and development to implementation and

optimization.

Communication Ability to interact directly with high profile clients. Experienced at working independently as well as in a group

setting. Regularly keep the client and management informed of the status of routine tasks as well as major infrastructure projects.

Customer Service Extensive background in dealing with customer service issues. Establish a positive relationship with

client by consistently identifying customer expectations. Escalate priority issues to upper management and provide

follow-up support until problem resolution.

Documentation Strong background in documentation processes. Committed to documenting all technical and process

management procedures in order improve the level of service provided to the client.

Management Knowledge of managing a site from both a technical and customer service perspective. Served in the capacity

of a subject matter expert on various project rollouts. Familiar with project planning and implementation processes.

Standards Compliance Considerable experience in both the development and implementation of standards. Known to

leverage the use of a standardized hardware and software environment to increase support efficiency thus resulting in maximized

return on investment.

Technical Support Proficient in the support of client, server, and network infrastructure. Hands-on experience supporting both

Microsoft Windows-based systems in NT domain/Active Directory and Novell NDS environments.

Technical Expertise

Development Access 2003, Delphi 5, FrontPage, HTML, JavaScript, PHP, SQL, Visual Basic 6.0, Visual C++, VBA, Winbatch

Hardware Apple, Acer, APC, Avaya, Canon, Cisco, 3Com, Compaq, Dell, Fujitsu, Gateway, HP, IBM, Intel, Linksys, Sony

Networking Bluetooth, DHCP, DNS, Ethernet, FTP, IPX, SecureID, TCP/IP, VPN, WINS, Wireless 802.11B/G/N

Platforms Linux, Mac OS X, Novell, UNIX, Windows 95/98/NT/2000/XP/Vista/7, Windows NT/2000/2003/2008 Server, DOS

Software Adobe Suite (Acrobat, Photoshop, Premiere, Director, Fireworks, Flash, Freehand), Antivirus (McAfee, Norton),

AutoCAD, Backup Exec, Citrix, Entrust, ePolicy Orchestrator, GoToAssist, Ghost, Groupwise, Heat, Joomla, Landesk,

Lotus Notes, Lumension Sanctuary, Microsoft Office Suite (Access, Excel, Outlook, Powerpoint, Word, Project), Oracle,

Pointsec, Powerquest, Presentation Server, Proengineer, Remedy, SAP, SMS, Sysprep, Visio, VPN Clients (Apple,

Checkpoint, Cisco, Microsoft, Nortel), XenApp, Zenworks

Professional Experience

June 2005 Present Wyle Information Systems U.S. Department of Energy, NETL ITES Contract Pittsburgh, PA

Client Systems Engineer

Developed a universal Windows XP standard operating environment which reduced the total number of image sets from 12 to 2.

Implemented Microsoft Windows Server Update Services (WSUS) for operating system patch management.

Created a system restore DVD for remote and mobile users.

Migrated Citrix MetaFrame XPa to Citrix Presentation Server 4. Performed daily administration and maintenance of the servers.

Implemented Citrix Web Interface 4 and Citrix Secure Gateway 3.

Integrated RSA SecurID technology into the Citrix remote access environment.

Employed the use of a custom Windows Preinstallation Environment (PE) build for diagnosing and rebuilding systems.

Utilized Novell Zenworks to deploy applications and manage 1500 workstations located at three geographic locations.

Automated application installations using Windows Installer MSI, InstallShield, VBScript/WSH, and batch.

Implemented McAfee ePolicy Orchestrator (ePO) 4 for workstation endpoint security.

Migrated NETL to a least privilege, locked down workstation environment with deployment of Federal Desktop Core Configuration (FDCC)

Developed and implemented a Pointsec for PC 6 configuration for laptop hard disk encryption.

Provided extensive analysis of IT infrastructure and developed solutions to improve efficiency.

Performed management level duties such as preparing and executing project plans, submitting and closing change requests, and submitting

project closeout packages.

Thoroughly documented both technical and management processes.

March 2005 June 2005 Pyramid Consulting Nationwide Appraisal and Title Account Washington, PA

Support Analyst (Consultant, Short-Term Contract)

Served as a level one support analyst providing end user support for custom in-house web application

Fielded work orders from the Lotus Notes ticket database, gathered information from users, performed testing and analysis of various issues,

and worked with development staff to resolve those issues. Assisted full-time support staff with the backlog of outstanding issues.

Constantly communicated the status of issues to the users, developers, and managers. Provided thorough follow-up throughout the process.

October 2004 March 2005 Capgemini Hand Held Products (HHP) Account Charlotte, NC

Systems Administrator (Consultant)

Integral part of high visibility projects including implementation of the test network, Microsoft ISA VPN rollout project, and the Active

Directory infrastructure improvement project. Served as a lead technical analyst on the global Windows XP Ghost development project.

Successfully migrated 100 Windows 2000/XP PCs to Microsoft Active Directory (Windows 2003 Server) in three days without any major

issues encountered by the user community.

Performed various functions related to the systems administration role including support of both client and server hardware/software.

Functioned as the sole onsite IT analyst supporting 80 users in a complex engineering environment.

Developed thorough procedures for desktop configuration and troubleshooting. Provided detailed documentation for all procedures that

were implemented.

Lead the initiative to standardize hardware and software environment at the Charlotte location to coincide with the rest of the HHP

business.

Developed a standard operating system/application load set in Ghost that was applied to all new PC deployments and rebuilds.

Recognized by the user community as well as HHP IT management for the substantial improvement in quality of service.

January 2004 September 2004 Department of Justice Federal Bureau of Prisons (FBOP) Butner, NC

Information Technology Specialist

Implemented Java-based fingerprint identification systems at three FBOP facilities.

Developed a health information system in Microsoft Access 2003. The health information database system was used complex-wide by

healthcare personnel to track medical consults and patient demographic information.

Provided a method for anonymous end user feedback by developing an intranet website form using Microsoft FrontPage XP.

Assumed the role of lead analyst on the Microsoft Software Update Services (SUS) rollout project. Developed and implemented the

deployment plan for both client and server components.

Served in the capacity of a desktop support analyst providing hardware and software support to 1200 users.

Developed a universal Windows XP standard operating environment that could be installed on any desktop PC.

February 2001 December 2003 Computer Sciences Corporation (CSC) Bombardier Transportation Account Pittsburgh, PA

Systems Analyst (Consultant)

Supported PC hardware and software on-site as well as remote locations. Exclusively supported high profile, executive staff users.

Functioned as a lead analyst on the infrastructure transformation project. Windows NT 4 Client/Domain to XP/Active Directory migration.

Scripted operating system configuration and application installations. Reduced the overall system build time from 60+ minutes to 20.

Served as a primary technical analyst on the software certification project. Tested engineering application functionality on the Windows

XP standard operating environment (SOE). Documented application installation and configuration processes. Identified and resolved

several software compatibility issues with business critical applications. Continually reported status directly to project management staff.

Assisted the lead systems analyst with the development and deployment of the standard Windows NT/2000 Ghost build.

Education

August 1999 April 2003 University of Pittsburgh Pittsburgh, PA

Bachelor of Science in Information Science

GPA: 3.23

Certification

Comptia i-Net+ Certification, October 2000

Comptia Network+ Certification, February 2002

Contact this candidate