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Engineer Customer Service

Location:
United States
Salary:
80,000
Posted:
January 24, 2018

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Resume:

Mark Nielson

**** ** ***** **. *********, OR ****7

H503-***-**** M503-***-****

ac36db@r.postjobfree.com

SKILLS SUMMARY

More than 20 years of experience in configuring and installing various Novell/MS Windows/VMware servers and workstations across multiple hardware platforms, printers, and many other peripherals with connection's to Novell, Microsoft, Mainframe and UNIX systems. Strong background in working within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure/server environment. Experienced in programming Novell ZenWorks and Microsoft SMS to deliver workstation and server patches, service packs, hot fixes, upgrades, and software programs. I have been Microsoft Certified on various Server and Workstation technologies. Proven hands-on network engineering experience with excellent customer service orientation. I am a self-starter that is task/deadline driven and well organized with attention to detail. I was unemployed actively seeking employment from 05/2010 until 02/2012.

MARCUS & MILLICHAP REAL ESTATE INVESTMENT SERVICES

02/2012 - Present

VOIP PHONE ANALYST

Primarily responsible for 80+ Real Estate office’s VOIP Phones, Fax machines, Voicemails. My responsibilities include firmware updates, hardware upgrades, monitoring and maintaining of Cisco Call Manager and Cisco Unity systems with built in and external tools. Primary liaison with vendors for Phones and Headsets for entire company. Member of Desktop Services team providing Level 2/3 support for Phones.

PROVIDENCE HEALTH & SERVICES

08/2005 – 05/2010

CLIENT SYSTEMS ENGINEER II

Primary engineer for Symantec Anti-Virus 10 for entire Oregon Region, Primary Engineer for research, development, package, and deployment of Symantec Security and VPN Solution for 60+ Home Community Services Home Health Aides Mobile Phones/PDA. Member of Oregon Anti-Virus Response team.

DESKTOP SYSTEMS ENGINEER II

SMS 2.0 and 2003 Admin, Hardware Systems engineer for all desktop PC and Laptop platforms, Primary Vendor contact for HP desktop hardware standards, and testing, Maintained Standard and specialized images for 15,000 desktop units, SMS admin creating packages for patches, applications, and software upgrades, Primary Account Admin for Livecomm Server accounts for entire enterprise, CMMI trained and certified. Microsoft XP Workstation Certified.

OREGON HEALTH AND SCIENCES UNIVERSITY

03/98 – 08/2005

NETWORK APPLICATIONS SOFTWARE ENGINEER

Integral team member in the research, creation, testing, deployment, and ongoing enhancement of a stable Windows 2000 image to approx 6000 workstations with installed applications. Member of team to research, create, test, and stage standard Windows XP image. Supported Hardware and Software for entire campus’s time keeping. Certified on Windows 2000 Workstation and NT 4.0 Server and Workstation.

DATA COMMUNICATION TECH LEAD

Promoted to Network Application Engineer in December 2000.

Veteran member of team that developed, tested, installed, configured and deployed Windows 95 to approx 6000 customers. Member of Y2K Novell Application Launcher Verification team. Member of the WinNT 4.0 desktop development team. One of three people responsible for developing a stable Windows 98 upgrade.

MENTOR GRAPHICS CORPORATION

03/97-02/98

DESKTOP SERVICES LEAD ANALYST

Provided software, hardware and systems support for approx 800 local customers and numerous customers across the country working in a team environment. Created and published web pages for reporting customer satisfaction and feedback. Administrator for Domain, File Access, and Email access for local and field sales forces across the U.S.

FIBER OPTIC TECHNOLOGIES/ENTEX INC.

8/94-03/97

SENIOR TECHNICIAN CLIENT DESKTOP SUPPORT (Contractor at Intel in Beaverton)

Senior First Level Support of Remote Access used on campus

Lead Tech/Supervisor for approx. 20 Junior techs

MICROSERV, INC.

12/92-08/94

BENCH TECH/FIELD ENGINEER

Factory certified to repair and maintain countless makes/manufacturers of computer hardware, monitors, printers, and fax machines. Onsite Field Engineer at Sequent and Intel.

EDUCATION

Excelsior College, Albany, New York, Associates of Applied Science Technical. (AAT) Major: Electronics/Instrumentation. 3.56 GPA. Completed Coursework May 2011, Jun 1977-Sept 1992 At multiple duty stations attended Electronics Training for specific Radar, Communications, Digital Devices, Numerous Leadership Classes. Certified as a Submarine Nuclear Weapons Quality Assurance Inspector.

SYSTEMS PROFICIENCY

Microsoft Certified Professional Windows XP, Windows 2000, Windows NT 4.0, Novell CNE, SMS 2.0 and 2003 and SCCM System Admin, X86 PC Server and Desktop Platforms. TCP/IP, Novell, Microsoft, and UNIX Networks, DHCP, NT Domains, Active Directory, Novell ZEN Works, ConsoleOne, HP Jet Direct, Healthcare Specific Mainframe Applications.

Experience

20+ years of Administering AD including user accounts and group policies.

4+ years Administering Exchange 2003 and Livecomm Server.

5+ years administering security and patching process. SMS 2003, Symantec Anti-Virus 10 and Symantec Endpoint Protection 11.

5+ years providing connection and email issue support for over a thousand mobile devices (Blackberry, Android, iPhone, and Windows Mobile).

20+ years of researching, troubleshooting, tracking issues, and documenting changes to production platforms.

20+ years of experience in a Help Desk/Network Support environment relating to desktop systems and all peripherals including hardware/software troubleshooting, maintenance, and repair.

3+ years of Experience with Blackberry Enterprise Server and mobile phone administration.

Member of On-Call teams responsible for responding to critical production system issues and Virus/Worm outbreaks.

Extensive familiarity with VMware and Virtual PC and setting up ESX servers and console to control virtual workstations.

Knowledge of Active Directory Group Policy Principles and experience in implementing them.



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