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Customer Service Manager

New Haven, Connecticut, United States
January 24, 2018

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*** ********* ******, *** *****, CT 06511

Home: 203-***-**** • Cell: 203-***-****


A self-motivated, dedicated support network manager with over 20 yrs in the information technology field. Working in alarge distributed networking environment. Strong technical knowledge in the implementation, maintenance andtroubleshooting of LAN/WAN networking systems. Proven ability to lead mission critical projects, bringing them to thedesired and successful conclusion. Demonstrated excellent advanced troubleshooting skills with complex networking issuesand consistently delivering effective solutions. Good communication and interpersonal skills.


Troubleshooting proficiency Windows XP/7/10DHCP/DNS Proficient in AVG, Printers, PC, laptops, Ipads,LAN aptitude chromebooks Wireless - Aruba Controller Windows serversVMWare Exchange/OutlookVSphere VRanger BackupHyper-V Appasure BackupVeeam Backup Barracuda Spam firewallBackupExec Barracuda ArchiverActive Directory IBOSS Internet FilterGroup Policy Management Amazon S3 BackupOpmanager Basic Switch configurationHP-SIM Basic Router configurationGhost Image Deployment SCCM 2012 DeploymentM86 Internet Filter Altiris Image DeploymentKBox image Deployment MS Office proficiencyWSUS PIX FirewallSmartboards Sharepoint



North Haven, CT

Network Manager 07/2004 to 01/2018Provided base level network administration support to several school districts.Displayed courtesy and strong interpersonal skills with all customer interactions.Built and maintained successful relationships with supported personnel, including but not limited to the, IT director andschool superintendent.Assisted end users with technical issues via email, in person and telephone.Responded to customer service tickets in a timely and effective manner. Diligently followed up with end users about resolved issues.Maintained a calm, professional demeanor when faced with high demand, high volume workloads.Developed network documentation. Strive to resolve trouble tickets within 2 days. ACES Schools 2017-2018 Regional School District #16 Prospect, CT 2014-2017 Middletown Public Schools Middletown, CT 2012-2014 Regional School District #16 Prospect, CT 2009-2012

Wolcott Public Schools Wolcott, CT 2005-2009 ACES Schools 2004-2005


Berkley Heights, IL

Senior Networking Infrastructure and Support Technician 06/1996 to 05/2004Project leader, coordinating and participating in the setup of new and relocating branch offices. Installation of servers,desktops, laptops and printers. Imaging and configuration of Servers, PCs and laptops for deployment. Participate inenterprise wide IT upgrades. Provide 3rd level support, including break/fixes, data restores, hardware/software installationand upgrades as well as project assignment.

Network Help Desk Technician 05/1995 to 05/1996Provide technical hardware and software support to remote customers. Resolve 90% of all calls received. ProvideMainframe application support. Communicate problem resolution clearly to end-users. Refer problem beyond my expertiseto next level support with clear documentation.

Underwriting Technician Sr.,.I, II & III 04/1987 to 04/1995Provide training to less experienced underwriting technicians. Supervise the distribution and processing of daily work.Communicate with agents and underwriters orally and in writing. Quality control work of newer UTs. Rate and issuecomplex commercial lines property and casualty policies. Recommend alternative-processing options when there is a timeconstraint. Utilize various PC and Mainframe daily.

Records Clerk I, II & III 03/1984 to 03/1987Organize, sort and file insurance policies alphabetically and numerically. Sort agents correspondence by underwriters nameand deliver as required. Pull daily come ups and policies for underwriters as requested.


BACHELOR OF SCIENCE: TELECOMMUNICATIONS MANAGEMENT 1999DeVry University, Addison, IL, United StatesGraduated Magna Cum LaudeDeans List, Fall 1996 - Spring 1997 3.8 GPA New HorizonOnline


Technical Counsil

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