Customer Service Software

Zane Gray

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

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

City: Winter Garden

State: FL

Zip: 34787

Country: USA

Phone: 321-***-****

Skill Level: Experienced

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ZANE GRAY

848 Bending Oak Trail 321-***-****

Winter Garden, FL 34787 *****@*******.***

OBJECTIVE

To obtain a position with an organization that will utilize my experience and success within the IT field.

SUMMARY OF QUALIFICATIONS

Focused, analytical IT professional with a positive attitude and strong work ethic.

Outstanding rapport and communication with people from diverse backgrounds.

Ability to relay complex information to non-technical users in an understandable manner.

Excellent skills in organizing, planning, trouble-shooting and problem-solving.

PROFESSIONAL EXPERIENCE

L-3 COMMUNICATIONS/ Superior Technologies Orlando, FL

7/12 2/13

SYSTEMS ADMINISTRATOR

Engineering firm that develops high-end technical laser systems and laser deployment packages.

Provide outstanding customer service and support for internal users and staff.

Oversee the smooth operation of a network containing over 150 computers, thin clients and laptops, 13 servers with 4 Virtual Machines also printers, scanners and other peripheral devices.

Maintain all Active Directory features. Primarily DNS, DHCP and create and manage user accounts and email services. Create and implement new group and securities policies.

Maintain all server logs, updates and fixes for server operating systems. Implement new software installations and upgrades for servers software and hardware.

Monitor network and nodes on network. Checking for connectivity, load balance and network traffic bandwidth. Monitor software installed on node systems for updates or upgrades. Ensure that each node on network met compliance of company standards.

Maintain division backups for servers and desktops. Manage the backup operations for company critical data. Backups performed using Bright Store to tape backup.

Upgrade Symantec Endpoint antivirus server to most current version. Ensure that all policies and firewall rules were current. Upgraded all 150 clients to the most current version of Symantec AV using the SEP Console to deploy packages to the client systems.

Rebuild: Create new VMWare host to operate a clean installation of PGP Universal Server. Create new client installer packages to deploy to client systems. Create flow charts for deployment of upgrades required. Managed current VMs for SEP Server and Local Intranet Site.

Created new .PBX certificates file for Microsoft Exchange 2003. Clean up and apply quotas to user mailboxes. Create backups using CA Backup tool to tape drive. Prepare server for migration to Exchange 2007. Implement the smooth migration from Exchange 2003 to Exchange 2007.

L-3 COMMUNICATIONS CYTERRA Orlando, FL

4/07 4/12

SYSTEMS ADMINISTRATOR

Engineering firm that develops high-end technical security products for Department of Defense and Homeland Security.

Oversaw the smooth operation of a corporate network containing 16 Servers, 5 Virtual Machines, over 200 PCs and laptops, multiple printers, scanners and copiers, monitored battery backup system, Cisco teleconference systems, overhead projectors, surround sound systems. Performed routine maintenance, upgrades, updates and patches for all hardware and software related items.

Maintain all Active Directory features. Primarily DNS, DHCP and create and manage user accounts and email services. Create and implement new group and securities policies.

Maintain all server logs, updates and fixes for server operating systems. Implement new software installations and upgrades for servers software and hardware.

Maintain division backups for servers and desktops. Manage the backup operations for company critical data. Backups performed using Bright Store to tape backup.

Zane Gray Page Two

EXPERIENCE (continued)

Monitor network and nodes on network. Checking for connectivity, load balance and network traffic bandwidth. Monitor software installed on node systems for updates or upgrades. Ensure that each node on network met compliance of company standards.

Experience with various servers (i.e. print, file, Exchange, POP3, RSA, Black Berry (BES), Web and license) as well domain controllers and NAS storage devices.

Handled virus removal; data backup and recovery; loss prevention; system imaging/recovery (via Symantec Ghost or other 3rd party software); and LAN and TCP/IP connectivity issue troubleshooting.

Modified and customized commercial programs for internal needs.

Set up equipment for employees; installed and repaired hardware, software and peripheral devices.

Resolved problems/issues through conducting computer diagnostics, conferring with users and reading technical manuals.

Linux Ubuntu support for ongoing internal projects. Provide technical support and the creation of light script commands to perform various duties needed by engineering.

Worked with major hardware/software vendors on purchasing of related items, warranties and/or technical support.

Consulted with management on IT issues; prepared hardware/software evaluations and recommended upgrades, modifications and improvements.

Worked with RSA and Cisco products to provide VPN (Virtual Private Networking) for end users.

Accomplishments:

Initiated, developed and implemented new encryption software with the requirements of two-factor authentication; had to do this twice due to vendor changes.

Migration from POP3 to Exchange server environment.

Developed and maintained training materials and procedures for both department and end user support; provided training to support staff and end users.

Created Loaner Laptop Program (with SOPs) for engineers to use at home or in field (U.S. and abroad); developed detailed charts for tracking and cleaning/maintaining/updating/security checks.

Designed work procedure flowchart for new system set-up; SOPs now used company-wide.

Played major role in expanded purchases of UPS batteries; coordinated certification and maintenance of UPS systems and implementation of batteries onto network.

11TH HOUR BUSINESS CENTERS Orlando, FL

2006 2007

IT SYSTEMS ADMINISTRATOR

Sole IT person responsible for IT management and support services for 20+ small business centers (providing use of computers and copiers) in locations such as hotels and resorts.

Troubleshot Windows based operating systems, 3rd party software and networking related issues.

Maintained logs for hardware/software and product licensing.

Made recommendations for purchases and upgrades on all technical equipment and services.

Maintained Active Directory services, Email services and Company Website.

Accomplishments:

Re-established company network after a change in company physical location. Conducted business with cable and phone installers to ensure proper installation of data drops and phone service drops. Setup new server room with current servers systems. Coordinated purchase of new Dell Power Edge server and switches. Configured all equipment for the new environment to include wireless access points and security cameras.

Initiated and implemented remote application client software package to manage systems which resulted in greater customer satisfaction and productivity.

Resolved companys licensing issues on systems by securing, implementing and maintaining all appropriate licenses.

K-FORCE TECHNOLOGIES Orlando, FL

2006

IT Helpdesk Support Level 2 Technician (4 months of contract work)

Assigned by this staffing agency to a clients (Connextions) multi-complex call center which involved extensive use of Active Directory to manage user accounts and systems.

Responsible for helpdesk support for users and set-up/break-down of PC hardware and peripheral devices.

Zane Gray Page Two

EXPERIENCE (continued)

TECHNICAL SKILLS

Operating Systems

Microsoft Windows 95, 98, ME, 2000, XP, Vista, Windows 7 Windows 8 (standard, professional and enterprise versions)

Windows Server 2000, 2003 and 2008r2

Ubuntu, Fedora and Red Hat flavors of Linux

Server Applications

Microsoft WSUS

Microsoft Exchange 2000/2003/2008

Microsoft SQL 2005/2008

Microsoft Virtual Server 2005

Windows Hyper V 2008r2

Symantec-PGP Universal

Symantec Endpoint/Protection/Encryption

Blackberry Enterprise

FT Gate POP3 Mail

RSA

VM Ware / Hyper V / Sphere

Oracle Virtual Box

Microsoft Office 97/2000/2003/2008

Protocols and Service

IPP-LPD-LPR

VPN

POP3

SMTP

IMAP

HTTS

Wireless 802.11B-N and 125/256bit Encryption AES-TwoFish-Serpent

Software Applications

Adobe Standard / Prof

Microsoft Project

Visio

Access

Excel

Outlook

Word

PowerPoint

Win Zip

MacAfee Antivirus

Symantec Antivirus

Symantec Ghost

WebRoot-Spy Sweeper

Cisco VPN Client

VNC Ultra VNC

BrightStore Backup Exec.

Thunderbird

Firefox

Internet Explorer

Microsoft Visual Studio

PTC Pro Engineer

VM Ware Sphere / HyperV

Zane Gray Page Three

EXPERIENCE (continued)

CERTIFICATION / EDUCATION

Comp TIA A+ 2005

Pursuit of B.S. in Communication and Networking Manager (completed 2 years) DeVry University

A.S. degree in Computer Science International Academy of Design and Technology

Seminars/training in Microsoft Exchange Server, Linux - Invincia Browser Protection and Internal Networking Implementation and Management.

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