Customer Service Project Management
Resume:
Valley Center, CA *****
****************@*****.***
CARMEN GREGORY
OBJECTIVE
Engineer with over 20 years of experience working with fast paced, ever changing enterprises.
Learn, retain, and apply new technologies quickly and efficiently.
Goal oriented and results driven with great communication and troubleshooting skills.
PROFESSIONAL ACHIEVEMENTS
Migrating existing servers to Hyper V environment
Migrating from Microsoft Exchange to Office 365
Migration from Windows XP to Windows 7 for all desktop and laptops
Migration from ATT Mobility to Verizon Wireless for Blackberry service
Migration from ATT Wireless Cards to Verizon Wireless cards
Dual Boot Windows 2003/2008 Server
Project Management ( Relay Circuit implementations for new sites)
Upgrade Cisco 6500 series core switch
Router Switch configuration and site turn up for multiple sites
SKILLS
Active Directory 2003, 2008
Windows Server 2003, 2008, 2012
Cisco Switching, Routing (3800, 2800, 3500, 2950)
Microsoft Exchange 2003, 2010
NetAPP, Dell Compellent Storage Systems
Project Management
Local & Wide Area Network Administration
PBX Administration/VOIP (Nortel, Shortel, Cisco, 3CX)
Internet Access Control (Bluecoat Proxy)
Windows XP, Windows 7 8, 8.1, 10, MAC OSX
WORK HISTORY
THE BMC GROUP INC, SYSTEM ADMINISTRATION/HELP DESK
10/29/07 – PRESENT
EL SEGUNDO, CA
Administer network resources (i.e. creating user accounts, granting
permissions, management of antivirus system, and maintain network
backups. Implementation and support of network infrastructure servers, switches, firewalls)
Documented enterprise standards and procedures (i.e. created
installation documents for software, Help Desk standard procedure documentation)
Perform testing (i.e. testing of new software on operating system
platform, implementation of new hardware in network environment, and
ensuring latest patches and updates are implemented on systems.)
Manage Help Desk Team via training, evaluation, support, prioritize responsibilities, and work with team to meet business goals, SLA agreements. Prepare reports, develop statistics, prepare processes for projects, manage contracts, track expenditures, minimizing downtime and providing excellent customer service.
THE MACERICH COMPANY, NOC/HELPDESK ENGINEER
10/08/01 – 10/26/07
SANTA MONICA, CA
Hired as temp to perm position. Officially became employee in February
2002
Administer network resources (i.e. creating user accounts, granting
permissions, management of antivirus system, and maintain network
backups, turn of new sites network, and Project management.)
Documented enterprise standards and procedures (i.e. created
installation documents for software, Help Desk standard procedure documentation)
Perform testing (i.e. testing of new software on operating system
platform, implementation of new hardware in network environment, and
ensuring latest patches and updates are implemented on systems.)
Handle transition of Relay Circuits switching vendors and ensuring
proper connection for all Macerich offices to network.
Purchasing of Hardware and software for company as well as maintaining
inventory (Track-it software) of all hardware and software within
company, Contract maintenance for all systems.
MERRILL LYNCH INVESTMENT MANAGERS SENIOR HELPDESK ANALYST
HOTCHKIS & WILEY/SUPERVISOR
8/94-7/01
LOSANGELES, CA
Train new Help Desk staff (i.e. troubleshooting hardware, software, and
phone support.)
Administer network resources (i.e. creating user accounts, granting
permissions, and management of antivirus system.)
Lead the team in departmental rollouts and upgrades (i.e. ghost imaged
workstations with customized software, upgrade operating systems to
windows2000 and Microsoft office2000, hardware upgrades such as users to
PDA capabilities and laptops.)
Document enterprise standards and procedures (i.e. created installation
documents for software, Help Desk standard procedure documentation, and
Y2k testing documentation.)
Perform testing and quality assurance (i.e. testing of new software on
operating system platform, implementation of new hardware in network
environment, and ensuring latest patches and updates are implemented on
systems.)
Troubleshoot and upgrade systems hardware and software (i.e. hardware:
Desktops, Laptops, Blackberries, Printers, Scanners, software: Microsoft suite, Lotus Notes, Adobe Acrobat, Bloomberg, ect.)
Manage videoconferencing systems (i.e. scheduling videoconferences,
handling maintenance, and setup technician for videoconferencing.)
EDUCATION
DEVRY UNIVERSITY, LONG BEACH, CA1999-2004
MAJOR: BACHELORS COMPUTER INFORMATION SYSTEMS
COURSES: VISUAL BASIC, C++, PL/SQL, ORACLE FORMS AND REPORTS, WEB DESIGN, WEB APPLICATIONS, HTML, ASP, PHP, PERL, JAVASCRIPT, MYSQL, ACCESS, MICROSOFT SQL SERVER
CERTIFICATIONS
WAVE TECHNOLOGIES, LONG BEACH, CA 5/2000
MICROSOFT CERTIFIED SYSTEMS ENGINEER IN NT
MICROSOFT CERTIFIED PROFESSIONAL NT
MICROSOFT CERTIFIED PROFESSIONAL + INTERNET (IIS)
REFERENCES
WADE WATSON
IT Manager, BMC GROUP INC
SHANE RIGGIO
VP Information Technology, THE MACERICH COMPANY
DAVID LARA
Chief Technology Officer HOTCHKIS AND WILEY/MERRILL LYNCH INVESTMENT MANAGERS
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