Customer Service Management
Resume:
Glenn Villa
***** **** ****** # * ****** Grove, CA 92843
Mobile - 714-***-**** / Email - *********@*****.***
Summary
Advanced Network Support Administrator experienced with multiple
servers. Motivated individual, able to learn new systems and provide
desktop support. Broad technical knowledge combined with outstanding
help desk support and creative problem solving.
Professional Experience
Lighthouse Commmunications 01/11 - Present
Field Engineer, La Habra, CA
o Running network / voice cables for various clients
o Punching down CAT5e cables to patch panel
o Punching down phone lines from CO to 66 block to bring phone lines
into the building
o Imaging laptops and desktops - imaging and pushing images
o Site conversions from old company to newly acquired company
o Remote assistance support
o Project management - site conversions / PC conversions
o Ubiquity wireless bullet setup and configuration
o Installing / Configuring Nortel phone systems and phones
o CCCOne, Mitchell & Eclaims software install and configuration
o Installing network & local printers
o Making Cat5e network cables / phone cables with RJ-45 & RJ-11 Mod
Plugs
o Installing OKI printers and following configuration from company
o Installing network jacks and telephone jacks to users locations
o Provided server management to clients
o Provided software support to clients
o HP switch installation and configuration
o APC Battery backup installation
o Project management and coordination to move new clients to existing
network(s)
o Cisco switch installation and configuration
o Backing up users data and re-deploying to new workstations
o Test and turn up(s) - verification of T1 lines for new client(s) -
coordination with customer & vendor
Caliber Collision, Irvine, CA
Helpdesk support 08/10 - 12/11
o Microsoft Exchange User Administration
o Windows XP / Windows 7 Support
o Remote Support
o Local & Network Printer Setup
o Provide Desktop & Laptop support
o Computer Upgrades / Data Transfer
o Cisco VPN install and software support
o Active Directory User Management / Creation / Deletion
o Software & Hardware support
o Desktop / Remote Support
o Desktop Imaging / Laptop & Desktop configuration
o Mitchell / Pathways / Audatex software support
o Telecom support / Wireless Telephone Management
o VPN roll-out / installation
o Project Management
o ADP / HR/P Support / Installs
o Neoware Thin Client support / Roll-out / Testing
o Mitel phone switch administration
o BlackBerry Server - Account Administration
o Trak-It Ticketing entries and logs to respond and answer email
requests from users
Glenn Villa
13902 Taft Street # 1 Garden Grove, CA 92843
Mobile - 714-***-**** / Email - *********@*****.***
SDI Media Group Culver City, CA
03/08 - 10/09
Network Support Engineer
o Configuring / Setting up / Rolling out Windows 2003 Standard Server
o Managing / Creating / Organizing Users on various Domains
o Software & Hardware support
o User Management / Administration - Active Directory
o Configuration of Microsoft Exchange Email accounts / Exchange
Administration
o Setup APC Infrastructure Management Console
o Telecom Administration - Avaya Site Administration & Voicemail
o Remote Support
o Computer Upgrades / Data Transfer
o Provide Desktop & Laptop support
o Local & Network Printer Setup
o Daily practices for documentation of Client Computer Equipment /
Serial Numbers / Licenses etc.
o Hardware Installation (Servers / Workstations / Laptops)
o Cisco VPN install and software support / RSA Secure ID user management
o Imaging / Re-imaging workstations / laptops / servers
o Support data transfer applications - Digi Delivery / Aspera
o NetBackup tape management / Restores
o WinPE Imaging - Creating & Burning
Caliber Collision Centers Irvine, CA
03/07-02/08
Helpdesk support
o Desktop / Remote Support
o Desktop Imaging / Laptop & Desktop configuration
o Mitchell / Pathways / Audatex software support
o Telecom support
o VPN roll-out / installation
o Project Management
o ADP / HR/P Support / Installs
o Neoware Thin Client support / Roll-out / Testing
o Mitel phone switch administration
o Active Directory Administration
o Ticketing entries and logs to respond and answer entries from users
Accent Care, Inc. Irvine, CA
09/05 -
03/07
Technical Support Analyst
o Microsoft Server 2000/2003 Administration
o Microsoft Exchange 2003 Administration
o Neoware & Wyse Thin Client set up and support
o Project Management
o Facility / Office moves & relocation
o Telecom Support (Avaya - Definity & Audix)
o Domain Administration
o Cisco PIX 501 device configuration
o Broadband configuration for various remote sites (DSL modems)
o Remote support
o Brightstor Backup software (troubleshooting / support)
o Workstation & Laptop configuration
o Help Desk support
o Track-It software utilization
o Software & Hardware support
o Ghost 7.5 / 8.0 (creating & burning down images / creating ghost
server)
o Windows 2003 Standard & Enterprise installation
o Data transfer (old to new computers)
Glenn Villa
13902 Taft Street # 1 Garden Grove, CA 92843
Mobile - 714-***-**** / Email - *********@*****.***
Accent Care, Inc. Irvine, CA
09/05 - 03/07
Technical Support Analyst
o VPN roll - out / support / installation
o Network printer configuration ( print server configuration of remote &
on - site printers )
o Avaya IP Office Configuration / Roll-Out
o Citrix support
Streamline Networks Santa Monica, CA
09/ 04 -09/ 05
Network Support Engineer
o Windows 2003 Standard Server / Windows Small Business Server
Installation
o Managing / Creating / Organizing Users on various Domains
o Software & Hardware support
o User Management / Administration- Active Directory
o Configuration of POP3 email accounts
o Configuration of SonicWall Firewall device(s)
o Configuration of Cisco PIX device(s)
o Configuration / Roll out of Adaptec Snap Server (Storage Server)
o Configuration of Microsoft Exchange Email accounts
o Setup of APC backup batteries
o Racking Server(s)
o Remote Support / Assistance (Go To Assist & VPN Connection / Dameware
/ Windows Remote Desktop)
o Configuration of Backups for Various Clients ( NTbackup / Iomega )
o Computer Upgrades / Data Transfer
o Provide Desktop & Laptop support
o Network Roll-Outs / Network Migration
o Local & Network Printer Setup
o Daily practices for documentation of Client Computer Equipment /
Serial Numbers / Licenses etc.
o Monthly / Weekly / Bi-Weekly maintenance on client workstations and
servers
o Hardware Installation (Servers / Workstations / Laptops)
o Goodlink software ( setup & configuration / provisioning Treo 600 &
650 phones)
Qiagen, Inc. Valencia, CA
09/01 -
09/04
Network Support Administrator/Telecommunications Support
o Provide desktop, laptop and telecommunications support
o Implementation and upgrades from W2K to ADS
o W2K administration, troubleshooting, configuring and installing
o Configure / Install LAN setups for in-house and remote users
o Troubleshooting hardware and software
o Imaging, Creating and Burning to both laptop and desktop computers
o Sharing and mapping resources for users
o Administration of users on the domain both NT and Active Directory
o Installation of both hardware and software for various machines
o Assist in telecommunications support and administration
o Provide server administrations both Telecom & Network
o Assist users with problems related to connectivity and routine
computer usage
o Cabling for both network and voice (Cat5 & 2Pair)
o Setup video conferences, including, test and troubleshoot connection
to ensure a successful meeting.
o Relocate users phone(s)
o Computer Upgrade Rollouts
o Client TCP\IP Configurations
o Testing/toning out both digital and modem lines on the patch panel
o Call Accounting Software and BCMSVu Administration
o Novell Administration of users
Glenn Villa
13902 Taft Street # 1 Garden Grove, CA 92843
Mobile - 714-***-**** / Email - *********@*****.***
Qiagen, Inc. Valencia, CA
02/95 -
09/01
Senior Customer Service Representative
o Provide telephone support to customers including order taking and
problem solving
o Participated / Lead in training new hires and creating training
materials
o Served as a key assistant to the Management Team
o Lead project coordinator
o Served as mentor to new hires
o Extensive Customer Service experience
Professional Development
MCSE (in progress) ( RightFax 8.5 Admin ( Networking Technology
Technical Skills
W2K ( ADS ( Office 2000/2003/2010 ( Windows XP ( Windows Vista ( Windows 7
(Avaya Site Admin ( Snag-It
Terminal Server ( Microsoft Exchange User Management( Sharepoint ( SAP 4.6
( Veritas NetBackup ( Exchange 5.5 ( Audix Terminal Administration ( Nortel
Networks ( Powerquest Ver.5 & Ghost 7.5 ( Windows Server( Windows Server
Suite ( Go To Assist ( Definity Switch User management
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