Customer Service Manager

Professional Summary

Erasmo is a network engineer and systems administrator, possessing expertise in the design, development and implementation of systems and networks. He has demonstrated extensive understanding of networking issues at both conceptual and technical levels with experience instructing, influencing, motivating and training internationally diverse military and government clients. His background has made him a skilled leader with high technical aptitude and the ability to overcome complex challenges and effectively maintain defense and enterprise IT infrastructure.

Focus Areas

As a Network Engineer; I have handled multiple advanced information systems engineering projects to include the University of Hawaii Cancer Research Center, states Department of Education Converged Infrastructure, the Honolulu Board of Water Supply, local hospitals, and hotels. During these project his responsibility include implementing and training users on Cisco Unified Wireless Technology, infrastructure architecture, Cisco Secure Access Control Server (ACS), Cisco Prime Network Control System (NCS), and LAN Management System (LMS), Cisco Adaptive Security Appliances (ASA) with Firepower, Firepower Threat Defense FTD, integrated with the Firepower Management Center FMC, and Cisco Nexus Datacenter Switches.

Skills

Cisco Routing, Switching and Network Design

Network Engineering/Administration &Troubleshooting

Network Security Design

Disaster Recovery Design

Windows NT/2000/XP Workstation

Windows 2000/2003 Active Directory

Microsoft Exchange 5.5/2000/2003

Internet Information Server (IIS) 4/5/6

Microsoft Office 2000/XP/2003

Drive Imaging

Systems Management Server (SMS) 2.0 / 2003

Remedy User Administrator / Client

Domain Name System (DNS)

Wireless Technology, Security, Design, and Implementation.

Blackberry Server

Windows NT/2000/2003 Server

Sun Solaris

LAN routing and switching

Project Management

Customer Service

Software/Hardware Troubleshooting

Professional Certifications (current)

Cisco Data Center UF Support Specialist May 2013

Cisco Certified Internetwork Expert - Written (CCIE) May 2011

Cisco Routing and Switching Field Specialist May 2009

Cisco Certified Network Professional (CCNP) November 2008

Cisco Certified Network Associate (CCNA) July 2006

SolarWinds Certified Professional 2013

Comptia Security+ May 2010

Information Technology Infrastructure Library (ITIL) V3 Foundations May 2010

VMware Sales Professional (VSP) February 2010

Microsoft Certified System Administrator, Windows 2000 December 2005

Microsoft Certified Professional March 2004

Professional Experience

Prosis May 2012 – Present

Network Engineer Honolulu, HI

Significant Projects/Accomplishments (Partial List)

USS Missouri

Assessed the current USS Missouri infrastructure that serviced all servers, workstations, and voice over IP infrastructure.

Converted a Netgear one vlan switched network, with a Fortigate firewall, to a Cisco switched network with multiple vlan’s including a Cisco Enterprise Wireless Solution.

This solution included the use of a Cisco Wireless LAN Controller with Lightweight Access Points throughout the Battleship Missouri and the Pier.

This project required excellent communication skills between members of the team, other contractors, as well as the staff of the USS Missouri. .

Kohanaiki

Integral part in the planning, implementation, and management of the Kohanaiki Resort communications IP network implementation.

The implementation included, planning fiber implementation, configuring Cisco ASA’s, routers, switches and a wireless solution using Meraki infrastructure integrated with Cisco infrastructure.

Completely redesigned the resorts infrastructure into one Campus Area Network from multiple different Local Area Networks.

This project included integrating tough solutions to meet outdoor wireless capabilities, as well as creating a tough robust network infrastructure that could handle harsh environments.

Maintained remote management of the network / wireless infrastructure as needed by the resort.

Department of Education Converged Network Upgrade

Team lead for one of the contractors involved in the Hawaii State Department of Education (DOE) network upgrade project.

As lead engineer, managed a team of technicians with the difficult task of upgrading an entire schools network infrastructure within a very compact time schedule of usually less than one week.

This project requires excellent communications skills with members of the team, other contractors, and the faculty / staff of each school. It also involved communication with the members of the DOE IT team.

The project also involved extensive neighbor island travel and coordination of equipment and personnel to complete the neighbor island cutovers.

U.S. Marine Corp (GS employee) July 2010 – April 2012

Regional Services Manager Kaneohe, HI

INX Feb 2009 – May 2010

Network Infrastructure Project Manager Iraq/Hawaii

Managed daily operational maintenance, monitoring of the DOD network infrastructure throughout Iraq, for all DOD service components coming in and out of country.

Maintained a Cisco 4.x Call Manager Cluster that was the part of all communications secure and unsecure throughout Iraq.

Managed the completion of Cisco device scripts to automate the implementation of new Cisco devices onto the network, to include Routers, Switches.

Managed a team of 18 network / voice engineers to maintain a 24/7 support desk for tier 3 support.

JTSI/Prosis August 2008 – Jan 2009

Systems / Network Engineer Baghdad, Iraq

Managed daily operational maintenance, monitoring of over 500 Cisco devices throughout the Iraqi Defense Network (IDN).

Maintained a Cisco 4.x Call Manager Cluster that is now the main IDN phone network throughout Iraq.

Managed the completion of Cisco device scripts to automate the implementation of new Cisco devices onto the network, to include Routers, Switches, Wireless Bridges, Pix Firewalls, and Adaptive Security Appliances.

Trained Iraqi Ministry of Defense (MOD) employees by class lectures and lab equipment.

Trained Iraqi on the job training employees in all Cisco devices.

United States Marine Corps Jan 2007 – July 2008

Theater Data Engineer Camp H.M. Smith, HI

Managed design, implementation, and maintenance of deployed USMC Networks.

Managed training for numerous Marines to stay up to date with all new technical aspects approved for USMC networks.

Managed daily maintenance and upgrades of Marine Corps networks in a garrison environment.

Managed the procurement of any new technologies needed by the Marine Corps, to include software and hardware.

Computer Science Corporation Nov 2004 – Jan 2007

Technical Support of Operating Forces Camp H.M. Smith, HI

Administrator of Global Command and Control Systems for Marine Forces Pacific command, which consists of Sun Solaris servers, integrated with a Windows domain.

Managed many different deployable network assets.

Research, design, and deploy new information technology requirements for deployment by

Marine Forces Pacific Headquarters.

Administered multiple networks in a deployed environment.

Administered multiple Windows 2003 Active Directory domains.

Administered multiple clustered Exchange Server 2003 organizations.

Administered subordinate child domains located throughout various countries.

Worked on multiple routed circuits in a deployed environment; including KG-175 encryption devices.

Implemented and maintained multiple Symantec Anti-Virus servers for deployed networks.

Administered a Storage Area Network (SAN) for a deployed network.

Implemented Microsoft Operations Manager 2005.

Designed and implemented a distributive file system environment for a multi-continental network.

Dealt with all routing and Multi-Layer Switching (MLS) issues on a deployed multi-continental network.

Electronic Data Systems Nov 2003 – Nov 2004

Customer Service Representative Advanced Camp H.M. Smith, HI

Worked with the NMCI project as Lead Helpdesk Technician.

Trained new employees on legacy network applications and designs.

Managed and trained all helpdesk technicians to complete assigned projects and trouble tickets.

Transitioned from helpdesk management to network management.

Administered and maintained over 75 servers.

Administered and maintained over 2,500 end users.

Administered and maintained IAVA compliance on the Marine Forces Pacific and United

States Pacific Command’s Unclassified and Classified Network.

Omega Aug 2003 – Nov 2003

Customer Service Representative Advanced Camp H.M. Smith, HI

Worked with the NMCI project as Lead Helpdesk Technician.

Trained new employees on legacy network applications and designs.

U.S. Marine Corp Dec 2002 – Aug 2003

Help Desk Manager Camp Smith, HI

Trained and supervised a team of 6 helpdesk technicians to maintain a 24/7 helpdesk.

Executed training and lectures in new technology and network trends for the helpdesk technicians.

Completed standard operating procedures and installation guides for multiple systems and software on the Marine Forces Pacific Unclassified and Classified networks.

Managed the install and deployment of client workstations on the unclassified and classified networks.

U.S. Marine Corp July 2002 – Dec 2002

Network Infrastructure Technician Camp Smith, HI

Backed up Cisco Switch / Router Configurations for disaster recovery.

Updated switch configurations to improve performance efficiency.

Upgraded fiber optic to cat 5 media converters from 10 MB to 100 MB to optimize network performance to the end users client machine.

U.S. Marine Corp Jan 2002 – July 2002

Network Administrator (Operation Enduring Freedom) Manama, Bahrain

Assisted in managing the installation of a deployed site.

Complete and manage the cabling of the network infrastructure.

Configured Windows NT Servers and Windows 2000 Advanced Server for the new site.

Connected Exchange Sites to the Marine Corps Enterprise Network (MCEN).

Created and managed 150+ different mailboxes on an Unclassified and Classified network.

Set up X.400 connections within exchange.

Managed an Internet Information Server.

Configured and managed Windows NT 4.0 Server DNS.

Assisted in supervising a 24-hour Helpdesk of 9 Technicians receiving over 50 calls per

8-hour shift in support of Operation Enduring Freedom.

Managed and maintained domain backups for disaster recovery.

Migrated Exchange sites to new server hardware without lost data.

Upgraded Primary Domain Controllers onto new hardware platforms without the loss of data

or user accounts.

Maintained IP databases for our deployed networks.

U.S. Marine Corp Aug 2001 – Jan 2002

Network Administrator/Lead Help Desk Technician Camp Smith, HI

Participated in the installation of the network infrastructure.

Configured Windows NT 4.0 Servers.

Connected Exchange sites to the MCEN network.

Extensive experience in receiving and processing trouble calls/tickets.

U.S. Marin Corp Oct 1999 – Aug 2001

Helpdesk Technician Camp Smith, HI

Completed disk images for multiple desktop PC’s with a standard load for the classified network.

Help distribute new disk images onto over 250 PC’s without losing any of the customer’s date.

Education

Hawaii Pacific University

Bachelors of Science Business Administration in Computer Information Systems (2013)

Associate of Science Degree in Management (2011)

Contact this candidate