Customer Service Windows Server

Neri Fabricio Pacheco

**** *. **. ***** *** Chicago, Illinois 60625

Mobile 312-***-**** - email: *****@*******.***

Summary: Extensive experience in Information Technology including Call Center Remote Specialist and System Administration.

PROFESSIONAL EXPERIENCE:

International Business Machines Corporation, Schaumburg, Illinois 60173, September 1998 - September 2015:

Premium Remote Hardware Support Specialist, Level II - Technical Support Services (TSS)

* Act as primary liaison between field technicians, premium customers, business partners and IBM Technical Engineers level III.

* Research, resolve and respond to call management records in accordance with established service level agreements.

* Develop and implement new procedures as required.

* Track, analyze and document problems through root cause analysis.

* Expedited problem resolution through debugging, part replacement and system firmware/device microcode upgrades.

* Products: POWER High-end, Mid-Range, Smart Analytics and PureData Systems.

* Applications: AIX 5.3, 6.1; VIO 2.2.2.1; HMC Hypervisor Virtualization VIO/LPARS/IVM.

* Maintenance: Upgrade System Firmwares and Device Microcodes.

* Working knowledge: Windows7, LINUX RH, LOTUS NOTES 9.0.1, AT&T Network Client, Avaya One-X Agent.

* Hardware: SAS/SCSI/Solid State disk drives enclosures, SAN Fiber Channel adapters, Converged Network Adapters (CNA),

FCoE Integrated (HEA) Adapters & LAN Ethernet Adapters, SAN/SCSI external storage units, Optical/ DLT tape libraries.

* Certificate of completion of technical courses & honors:

• pSeries Power including LPAR and Virtualization

• AIX Advanced System Administration

• PowerVM Virtual I/O Server I & II: Advanced Configuration

• TCP/IP on AIX Problem Determination I: Configuration

• TCP/IP on AIX Problem Determination II: Analysis Tools

• Received IBM Means Service Award for outstanding customer service. Northern Credit Services, Inc., Evanston, Illinois 60201, June 1991 - September 1998 Information Systems Junior Operations Administrator

* Responsible for all aspects of the IS department and Call Center including database management and scripting.

* Maintain, monitor, and review all programs on the RS6000 platform and SSA RAID arrays and AIX 4.x operating system.

* Client contact regarding all IS issues and new business.

* Schedule running of nightly programs, backups, downloads, reports and special projects.

* Training and hiring of IS staff.

* Establishing, installation and configuration of communications with remote, satellite offices. EDUCATION:

Microtrain Technologies, Chicago, Illinois 60606, March 2017 - Present IT Certifications in progress:

* MCSA: 70-410 Installing & Configuring Windows Server 2012 R2

* MCSA: 70-411 Administering Windows Server 2012 R2

* MCSA: 70-412 Configuring Advanced Windows Server 2012 R2

* CCNA: CISCO Certified Network Associate

* VMware: vSphere Certified Associate

* CCNP: Routing

* CCNP: Switching

* CCNP: Troubleshooting and Maintaining CISCO IP Networks

* CompTIA: Security+

* CompTIA: Linux+

Computer Learning Center, Chicago, Illinois 60603, January 1989 - June 1989 Diploma, Computer Operations and Programming (Cobol) Harry S. Truman College, Chicago, Illinois 60640, September 1985 - May 1986 Associates Degree in Liberal Arts and Science

References available upon request

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