Customer Service Sql Server

ROBERT M. PUCCI

FULL CONTACT INFORMATION AVAILABLE ON REQUEST ***@***********.***

QUALIFICATIONS SUMMARY

Lead Support Analyst with a proven record of enhancing technical support procedures, automating routine tasks, providing

tailored software solutions, and surpassing all customer service level objectives. Comprehensive fifteen-year history with

leading technologies, including multidisciplinary experience in:

W indows 2003 and 2008 Server Administration Cisco and 3Com Network Administration

W indows XP, Vista, 7 Desktop Support ShoreTel VOIP Support

VMware ESX and ESXi Server Administration Syntellect Call Center Administration and Scripting

W indows Server Update Services SharePoint 2010

PROFESSIONAL EXPERIENCE

Senior Technical Analyst Digi International, Davis, CA November 2005-Present

L ead Windows Systems Administrator respons ible for implementing and maintaining W indows 200 8 s ervers

a nd Windows 7 w orkstations in an Active Directory domain. Manage VMware ESX s ervers with SAN attached

storage hosting W indows and Linux v irtual m achines . Responsible for a dministration of S horeTel V OIP a nd

S yntellect call center systems .

I nstall, manage, and maintain HP DL 320, DL 360, and DL 380 based server infrastructure.

Technical leader for Foresight business intelligence team. Configured SQL Server Integration

S ervices to import data from thr ee external data sources and designed scripts to replicate data to

r emote file stores.

S elected and implemented Orion Network Performance Monitor to quickly detect, diagnose, and

r esolve systems p erformance i ssues a nd outages.

D esigned and p rogrammed t he W indows automation tool Script Zombie, w ww.ScriptZombie.com,

w hich automated companywide software installations, configuration verification, and other routine

d esktop a nd server s upport tasks.

L ead successful p latform upgrade f rom S harePoint 2007 to Share Point 2010 .

Test Engineer II Sprint, Rancho Cordova, CA February 2004-October 2005

L ead maintenance technician on Sprint s National ACD platform. Researched, isolated, and resolved issues

r elating to the EADS Pointspan ACD and ETalk quality monitoring s ystems used in 46 Sprint call centers.

M aintained, tested, and implemented Windows 2000 and 2003 servers. Provided end - user support for

W indows XP and 2000 desktops.

M aximized team productivity by designing V isual Basic and Procomm scripting solutions t hat

a utomated daily maintenance, troubleshooting, and installation tasks.

D esigned and implemented a 2.8 terabyte Storage Area Network (SAN), yielding a 60 percent savings

o ver budgeted amount.

Client Support Analyst IV Sprint, Rancho Cordova, CA June 2002-January 2004

P rovided first through third tier support for Aspect and Intecom ACD systems used in 46 Sprint call centers,

s upporting 7,700 customer service agents. Troubleshot and resolved circuit outages at DS0 to DS3 levels.

C ompleted engineering re quests to configure and install ACD hardware.

D eveloped an Intecom log analyzer to decode switch messages providing real - time alarm

a ssessment, facility conversion, search, and filter capabilities decreasing root cause analysis times

b y 75 to 80 percent.

D esigned and implemented Access and V isual Basic solutions to track and maintain 7,700 roaming

a gent accounts replacing an antiquated Excel based system.

Senior Systems Technician Sprint, Rancho Cordova, CA April 1997-May 2002

A dministered and supported a n NT domain consisting of 720 workstations, spanning two Sprint customer

s ervice call centers. Interfaced with staff and vendor organizations to solve system related problems.

I solated and resolved local area and wide area network problems utilizing netw ork sniffers, cable t esters

a nd common NT resources.

Weather Forecaster (1W071A) United States Air Force, Multiple Locations June 1987-March 1997

EDUCATION AND CERTIFICATIONS

Microsoft SQL Server Administration (MS 2779) 2007

Bachelor of Science, Information Technology (Summa Cum Laude) 2003

University of Phoenix, Sacramento, CA

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