Customer Service Engineer
Resume:
MARK RENNA
ac15wg@r.postjobfree.com
Summary
Customer-focused Windows Administrator with over 20 years’ experience. Expert with computer operating systems, applications, hardware, and troubleshooting. Exceptional customer service, organizational, problem solving, and communication skills. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution. Critical in several enterprise-wide WSUS / SCCM / VMWare / Antivirus / AD / GPO / SSO roll outs and deployments. I Provide support with security monitoring technologies. Create test cases, scripts and support the upgrade of security tools. I am a Key Administrator for critical systems following ITIL process and procedures. I have a strong ability to document and streamline processes.
I have 20 years of experience as a Windows Administrator support lead, showcasing excellent organizational, communication, customer service, and problem-solving skills to improve IT and business operations. Collaborated with members in ITIL framework implementation. Utilize my strong grasp of ITIL principles and processes. I provide Infrastructure Solutions, Security Measures, Team Training. I can work alone or part of a team and cross functional teams.
Critical in several enterprise-wide roll outs and deployments. Active Directory, GPO, AD FS, SSO, SAML, WSUS, SCCM – 2012 and 2007, McAfee Antivirus epo – Endpoint Security and Encryption, Cloud, Windows 10, 7, and 2000 images, MAC OS, Microsoft patches via WSUS, and server based network tools/software that allowed software installation and removal on clients. System Policy Issue Identification Hardware/Software Installation/Configuration Troubleshooting. Create software images, ensuring latest applicable versions, patches, and product sets.
Implemented personal innovative ideas to enhance processes and streamline existing methods such as by creating batch/cmd/PowerShell scripts to automate processes - increasing efficiency and reducing time spend per/project which allowed technicians to concentrate on other work
Subject Matter Expert for computer OS - Windows 10, 7, 2000, software – Office 2013, 365, hardware – Desktop and Laptop, and mobile device-related questions or problems regarding hardware and software set-ups, moves, and installation and troubleshooting. Review and recommended ITIL process improvements. Vendor Liaison, Assessment, Feedback, and strong Documentation skills
Key Administrator for Windows Server 2012/2008/2003, WSUS, SCCM, SCOM, Active Directory, DNS, DHCP, GPO, SSO, Antivirus - McAfee epo console. Mitigate external threats and zero day attacks, exploit kits and malware. Continually improve threat detection rules. VMWare, Terminal Services, Cloud, Endpoint Security, Hyper V, Websense, TS, FS, Barracuda, Printing, Spam Filtering, Bitlocker, DLP, Exchange, CommVault
I utilize ServiceNow, HPSM, Tivoli, and Remedy to resolve problems referred by user community. Familiar with SOX controls and regulations
Skilled with networking concepts, LANS, WANS, equipment, protocols, firewalls, load balancers, routers, and switches. Administration of security monitoring tools, such as firewalls, IDS/IPS, and proxies.
Professional Experience
Celgene Contract Feb 2017 – Jul 2017
American-owned biotech company; world's 10th-largest with $13.2 billion in revenue.
Windows System Engineer
I implemented Windows Server, Antivirus Management, and Patch Management. I provide proactive support for mission critical business demands following ITIL procedures. I lead with support to customers across the enterprise for a variety of technical and operational issues. In addition to support, I participate in projects that drive business value that increase availability, reliability, and optimal performance of new\existing systems while keeping the business profitable through efficient operations.
My Key Responsibilities:
Senior specialist in Systems support including; Windows Server support. Troubleshoot and optimize Windows based servers. Investigate issues and determine root cause analysis.
Design and implementation of Antivirus services. Manage McAfee management console (ePO) along with client versioning and troubleshooting. Analysis and action Splunk Server Data.
Operations and Tier 2 support for Server administration while acting as an escalation point for support teams
Apply my business and technical analytical skills to analyze, identify, design, implement and develop comprehensive support processes to resolve complex business & operational issues
Security patching - SCCM/WSUS. Research known security vulnerabilities, create baseline of security patches, and test in a Lab environment to ensure the core business.
I have a strong ability to develop, document, implement policies and procedures. I mentor and train operational staff to support services
Prior Roles
Linde Gases North America 1996 – 2016
German-owned gases and engineering company; world leading with $19.7 billion in revenue.
Windows System Engineer
Windows Server Administrator/Engineer with 20 years of experience. Troubleshoot and optimize Windows based servers, root cause analysis. Exceptional customer service, organizational, problem solving, and communication, skills. Ability to build relationships and willingness to communicate with customers. Strong business and technical analytical skills in accordance with ITIL procedures to analyze, identify, design, implement and develop comprehensive support processes to resolve complex business & operational issues and ensuring the availability, reliability, and optimal performance of new and existing systems. Expertise in file permissions and folder share management as well as the escalation point for support teams. I have a track record of increasing efficiency to operations and reducing time on projects that drive business value.
Successfully rolled out McAfee Antivirus - Antivirus Management to the entire enterprise. Design and implementation of Antivirus services. Manage McAfee management console along with client versioning and troubleshooting
Successfully rolled out Microsoft Patch Management / Security patching via WSUS to the entire enterprise. Research known security vulnerabilities, create baseline of security patches, download and configure the console with new patches and baseline and test baseline in a Lab environment.
Develop, implement, and maintain policies, procedures, and training plans for AD\IAM services and their appropriate use.
Created and rolled out Windows 2000 and Windows 7 SCCM images for the entire enterprise.
Windows 10, Windows 7, Windows 2000 MCP (2002). Windows 95 MCP (1995). Have attended TCIP network, Server, and Security instruction classes.
Created batch/cmd scripts to automate redundant processes to increase efficiency and allow technicians to concentrate on other work.
Managed and Administrator for Windows Server 2008/12, WSUS, McAfee epo console, and maintaining software licensing integrity.
A.V. Services, Inc. 1985 – 1996
Custom Audio/Visual Systems.
Computer/Network Manager/Engineer 1989 – 1996
Responsible for the enterprise network computer systems. Install and setup computers, hardware, and software in a network environment. Directly oversee the access, usage, and policy of the network. Identify and provide hardware and software applications suited to specific department requirements. Configure, troubleshoot, upgrade, and maintain the network hardware/software systems
Production/Service Department Manager 1987 – 1989
Responsible for all phases of production. Directly manage a Production Department Staff. Coordinate system design through fabrication, checking for design flaw. Directly coordinate all aspects of field installation. Responsible for all phases of off-site technical service. Directly manage a Service Department Staff. Coordinate with clients and internal staff with scheduling and meeting client’s service requirements within set timelines.
Technician 1985 – 1987
Directly wire multimedia systems both in house and on site. Read from blue print schematics and specific details to produce a full working product from start to finish.
Education
Bergen Community College - Business Administration and Management
Eastwick College – Computer Science and Electronics Technology
National Education Center (RETS) - Electronics Technology and Microprocessor Technology
Professional Development - Windows 10, Windows 7 MCP (2002), Windows 95 MCP (1995), Attended TCIP Network, Server, and Security instruction classes.
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