Professional Summary

Customer service oriented Technical Support Specialist and Manager with 25 years career experience in all Windows environments. Highly adept at focusing on problem areas and resolving issues with a variety of technical and training solutions. Excellent ability to grow into and take on a variety of roles fulfilling the needs of the company.

Core Qualifications

Customer service-oriented

Management

Excellent communicator

PC & MS Office proficient

Help Desk

Quality assurance

Conflict resolution

Analytical and diagnostic skills

Education

Keller School of Management 2009

Master’s in Business Administration

Graduate Certificate: Information Systems Management

DeVry University 2007

Bachelor of Science in Technical Management

Minor: Security

Prairie State College 1994

Associate of Arts in Information Technology

Prairie State College 1991

Associate of Applied Science in Business Programming

Prairie State College 1989

Certificate in Computer Operations

Employment Profile

St Ann School, multiple roles 2011 – Current

Technical support

Took a network of computers all with public IP addresses and converted them to a private network. Upgraded 50 desktop computers to Windows 10. Upgraded network replacing Netgear switches with Cisco switches upping interconnect speed to gigabit fiber. Installed a 2008 server for file and print, DNS, DHCP, WSUS and IIS. Installed Squid proxy services and filters on Debian UNIX for student internet filtering. Added KVM switch for server access. Added IP Fire as the schools firewall which included IDS. Assisted with router upgrades moving from a T1 to a AT&T 20 MB fiber connection. Reconfigured network to assist with installation of fire and burglar alarm systems. Handled all Hardware troubleshooting and repair for the facility. All of this with a minimal budget in a parochial school environment.

Building Maintenance

Plastering prep and painting, cleaning, small and large repairs, planning and diagnosis, training and

direction of part time staff.

Lunch Room Manager

Process orders, receive inventory, and resolve issues, customer service and serve to about 100

students per day.

Unitrin Data Systems, Inc., Senior Network Analyst 1998-2003

Data center tier three support specialist for the Windows 2000, XP, NT, ME and 98 platforms on a 4,000-node NT network. Maintained the corporate 130-machine NT/ 2000 server farm. Held senior administration responsibility for NT domains, Exchange mail servers, and IIS web services. Assisted remote support specialists and mainframe and UNIX administrators in resolving issues; resolved problems escalated from other field support offices. Mentored and trained less experienced support specialists to enhance their skills and improve end user support.

Designer/project lead/developer for an internal VPN user accounting/reporting database utilizing Visual Basic, ODBC and ASP technology. This extensive system was designed to allow: line manager’s access to reports, users to make access requests, support to know user information while not compromising security. The design incorporated an automated workflow which accelerated processing requests while reducing processing errors.

Implemented a corporate wide DNS naming service, in addition to WINS, and replaced host files, significantly cutting troubleshooting time by reducing naming related issues.

Installed, configured and troubleshot Windows NT and 2000 servers on Compaq, HP, IBM and Dell hardware.

Implemented DHCP services, facilitating speedier conversion of the private IP infrastructure.

Maintained the configuration of local PBX and house telecommunications and network wiring, saving time and money by eliminating the need for outside support services.

Served as a project lead in disaster recovery planning and testing; successfully testing recovery of multiple machines three times and proving that the business resumption plan worked.

Led a project team in a corporate VPN implementation, taking a system from a planned 350-user installation to 1,400 users in 19 months, saving $25K per month in dialup fees while increasing user access 400%.

Spearheaded a large-scale KVM solution, which enabled server farm capacity to expand from 30 to more than 130 servers and increased consoles available by 200%.

Led a team that rolled out NT in data center workstations and participated in rolling out to 3,000+ stations across the country.

Served as a project lead for Radius and ACE authentication servers, holding responsibility for remote dialup administration and problem resolution for ISDN and analog devices. Set up the systems to generate the accounting department’s billing reports and diagnostic reports for remote support to troubleshoot end user issues.

Software Development Systems, Inc., Network Administrator – Consultant 1998

Functioned as the interim NT and UNIX network systems administrator in a 15-server, 150-workstation environment. Configured NT workstations and servers and provided end user support.

Participated in relocating the corporate office, which was completed in 24 hours with no loss of data.

Installed Windows NT server.

Safco Technologies, Inc., Network Manager 1993-1998

Was responsible and directed the daily operation and expansion of all information technologies resources. Controlled a $580K budget and supervised a staff of five maintaining a 250-node NT/UNIX network with workstations and 30 servers in six locations. Installed and maintained a Netscape enterprise server on IBM AIX. Installed and administered a SCO UNIX server and maintained and administered HPUX and AIX servers.

Installed and maintained a multiple post office MS Mail system, and then managed the subsequent conversion from MS Mail to MS Exchange.

Designed and supervised the installation of a two-location WAN using VPN through the Internet with Cisco PIX firewalls, saving $3,000 per month versus a point-to-point network connection.

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