Support Manager

DENISE VO

*** ****** ***** #***

Newport Beach, CA 92663

Mobile: 818-***-****

******@*****.***

EXPERIENCE:

Segerstrom Center for the Arts / OC Performing Arts Center, Costa Mesa, CA 92626

Sr. IT Systems Manager, 06/2010 – present

Manage cloud-based Backup & DR solution with on-prem appliance

Manage and supervised Support team; assigned trouble tickets printers, desktop and Network support)

Manage Microsoft Office 365 Enterprise Plan (Office2016, SharePoint, OneDrive) for all staff

Manage and migrated on-prem backup Exec server to Cloud-based backup solution and data replication;

Manage VMware environment (hosts, VMs, backups) for Production, Test and Development; vSphere 6.0, vCenter 6.0 with EMC VNXe and Scale SAN

Manage Domain Controllers (WIN2012R2) servers, Active Directory, DHCP, DNS, Group Policy, Fileserver, print server

Manage Cisco UC servers (Call Manager and Unity) – migrated old NEC analog phone system over to complete VoIP

Manage Center’s data Primary/secondary ATT fiber circuits, Spectrum Circuit for all wireless devices, MPLS VoIP ckt.

Support Creative design/Graphics MAC environment integrated to Windows shared storage.

Manage cabling, configured and connected network switches, Cisco Aironet AP and remote services.

Responsible for the Center’s finance application (nQativ Activity) with SQL DB and client front-end

Supported Tessitura ticketing system/donor relations application.

Buyers Protection Group/LAND AMERICA FINANCIAL GROUP, Burbank, CA 91504

Network Admin / System Analyst, January 2006 – June 2010

Managed operational call center & support of production apps, front-end VB6, supporting SQL Server.

Installed HW/SW, updates for desktop applications. Built production reports and applications in MS Access

Configured ICA client - Citrix, RDP for terminal services, vnc, netop, pcAnywhere, Dameware

Managed servers & apps: WIN 2003 based Rightfax 9.3, WMS, TASKE, IVROUT, ACD Monitor, print server.

Administration of InterTel phone system and Voice Processor Unit; Daily management of BackExec server.

Managed BHWC/LandamWarranty web server (IIS6 configs) and all related sites: NHD, Buyers Reports.

Maintained data/changes on WMS products & services and supported 50+ reps(PDAs, Blackberry, laptops, VPN via eToken)

DATABASE / PROJECT MANAGEMENT:

Upgraded WMS production application, SQL server, and eliminated server down time. Changed domain server to LANDAM network. Replaced all workstations w/ Dell GX620 or above for LandAmerica standard. Managed all aspects of hardware inventory, configurations. Consolidated applications to minimize server licenses by 60%. Upgraded servers to date and compliance. Major involvement in office remodeling/reconfiguration/renovation for expansion. Revamped entire computer/server room operation & organizational layout structure. Processed new coverages into WMS production on state regulated applications. Administered Web server and IIS configurations.

SYSTEM SUPPORT:

Provided DB admin on WMS SQL Server 2000-2005; Macola Accounting SQL 2000 Server. Repaired/rebuilt and troubleshooted VB6 app/coding. Built production reports; Managed Rightfax server, then upgraded with integration to SQL Server 2000. Managed WMS apps for new contracts, work orders, reports, accounting, coverages. Managed business system communications from WMS, IVROUT, Web Server, ACD Monitor, Voice Processor Unit / Phone System. Daily & weekend desktop support for home-based users. Maintained invoicing submissions via webserver; trained Accounting to process and interface with WMS.

AUTOMATION IMPROVEMENT & STREAMLINE PROCESSES:

Strategized with Corporate Accounting to streamline PeopleSoft conversion from Macoloa Progression. Automated accounting methods for check payables, and financial reporting which reduced workload 20%. Created and built processes for marketing, contractor relations and customer service. Set up department-specific database forms, queries and reports to enhance W/O processes. Changed entire process for remote access to network apps & shares (WMS, Rightfax and other production apps from DSL connections to VPN (eToken). Implemented Exchange Email Server: public folder posting for web base ordering of contracts, NHD reports, services; group mailboxes. Modified web pages to meet regulatory state requirements for compliance, pricing and detail data.

EMPLOYEE TRAINING & DEVELOPMENT:

Rolled out new applications, enhancements, upgrades, and email to all local and remote/home-based employees (MS Office, MS Access, Outlook, remote desktop, WMS, Rightfax, Live Meeting, Blackberry & Desktop, Acrobat). Exercised company policies / procedures: SOX, Intranet, information security, shared resources. Roll-out new laptops for all sales individuals, provided training, connectivity via Blackberry & VPN access and emergency support. Developed new processes for BRES/NHD ordering in Disclosure database. Enhanced online ordering, tracking of Natural Hazard Rpts w/ Digital Map. Created production and financial reporting for RPM Warranty orders & renewals. Enhanced web server applications for efficient contract ordering and DB processing.

SYSTEM CONSOLIDATION - FUSION PROJECT:

Integrated fileserver / print server to WIN 2003. Removed obsolete Rightfax server 8.5 with SQL Rightfax server 9.3; new communications board server. Decommissioned WIN NT, 2000 and 98 Servers. Upgraded SQL Server 7.0 to 2000. Decommissioned Black Ice, WatchGuard firewall applications and servers. Updated users from Office 2000 to Office 2003. Worked with Pronexus to upgrade IVROUT server to DOTNET from VB6. Eliminated & consolidated websites to facilitate online processes. Upgraded ACD Monitor, TASKE server & InterTel Phone System; configured IP phones. Decommissioned legacy acctg apps, BESTINET Proxy server, Symantec antivirus server

BHWC INTEGRATION / IT EFICIENCIES:

Involved in all aspects of workstation projects, moves and changes throughout facility including all remodeling changes: system enhancements and upgrades; managed TASKE server for departmental call management & reporting; managed onsite Backup Exec server with LTO tape drive; administered terminal servers accessing rights; WMS, shared files, reporting DBs; relocated servers to Dallas Data Ctr. Managed SQL Database, Reporting Application Server and Fileserver; maintained accurate inventory of all hardware; Provided ongoing user support daily, nightly & weekend / off-hours; managed / maintained IIS6.0 server certificate for Securepay / Payflow-pro apps for credit card processing; managed BHWC web server sites, updated pricing, data, and legal state-regulated information (ASP, HTML, .NET)

HILTON GRAND VACATIONS, Las Vegas, NV 89118

Marketing System Analyst, 01/2005 – 12/2005

Managed daily operations including in-house support of installed applications and network for call center.

Installed and updated HW/SW administration of Citrix servers (access client/program neighborhood).

Remote shadowing (rdp, vnc, netop, pcAnywhere).

Supported Teledirect (Liberation 6000) dialer: application, transaction and communication servers for call center.

Wired, configured and connected network and remote Unix services.

PARAMOUNT PICTURES STUDIOS, Hollywood, CA 90038

Business Systems Analyst, 03/2004 – 07/2004

Developed and analyzed media projects for S&D in Home Entertainment. restructuring/modeling & promoting companies for sale with prospective buyers.

Developed applications to track, forecast and budget data for evaluating media sales.

Created queries, forms & reports using Crystal Reports, ACCESS, min. SAP BW.

Conducted user installations, systems analyses & application tests for data validation in DB conversions.

WARNER BROS. ENTERTAINMENT, Burbank, CA 91522

Research Systems Services Manager, 09/2000 – 08/2002

Support systems for Research Dept., user training, 3rd-party SW configs (film, TV & media; Nielsen, WRAP, DDS).

Configured Client Services for WIN NT4.0, 2000, XP and Novell NetWare for developmental projects.

Implement & installed hw/sw (servers, projectors, Scitex/Xerox color).

Developed applications improving data transfers/parses of TV rating data from NY to LA by 10%.

Built DBs, and Excel macros to automate data editing processes for reporting which improved efficiency 50%.

Instituted Business Intelligence processes to analyze high volumes of data, execute data extraction, data segmentation and report generation.

WARNER BROS STUDIO STORES, Burbank, CA 91522

POS Technical Systems Supervisor, 09//1998 – 07/2000

Supervised technical team that supported 150+ Point-Of-Sale systems. Installed POS Systems hw/sw

Developed call-center tracking system; providing efficient, minimal down-time and increased productivity.

Trained technicians, managers and helpdesk support staff on use and resolution of registers and servers.

Created support service analysis reports, policies/procedure manuals (Crystal Reports).

Collected and uploaded employee payroll data (Kronos, STS Storeworks), inventory, merchandising, pricing

EDUCATION:

New Horizon, Irvine, CA

VMware – Install, Configure, Manage 5.0 – upgrade to 6.0

Global Knowledge, Costa Mesa, CA

CCNA, Networking Boot Camp

DeVRY UNIVERSITY, Los Angeles, CA

Bachelor of Science: Concentration Information System/Telecommunications Management.

Additional Responsibilities and Duties at SCFTA

1.Manage, configure and support half of the servers running Center applications.

2.Manage, configure support and maintain VMware vSphere environment: includes servers, hosts, appliances (vShield, Kaspersky, Evault Backup).

3.Manage all aspects of all Center server back-ups onsite, and working with eVault for replication to cloud-based vaults for disaster recovery.

4.Configure and manage all server & workstation security via Kaspersky anti-virus server (daily monitor and preventative measures by scanning and definition updates)

5.Manage and install Microsoft quarterly server update patches every 3 months.

6.Set up, configure and manage all areas of hosted Office 365 Enterprise account with Microsoft applications for Outlook email, Word, Excel, SharePoint, OneDrive etc. (create new user and configure for use on workstations, laptops, mobile devices). Provide training and direction for Helpdesk team on installs when setting up new computers/laptops.

7.Configure, install, support and add all network printers, plotters, color copiers to network domain. Manage lease contracts with Canon and Ricoh. Manage online account for service and support with Canon. Work closely with vendor in cost savings contracts and removal of costly Ricoh machines.

8.Spec’d and evaluated plotter, replacing the 10+ years old bad HP DesignJet, feature and price comparison; managed procurement, purchase and support contract with Canon. Handle all installation, configuration,support and management of graphic printers.

9.Manage and set up all Cisco IP phones, manage and configure Cisco UCS PBX and voicemail servers. Manage Zeacom call auto-attendant and calling center software and server. Configure and setup digital and analog devices to communicate on internal network and Cisco PBX voip system. Then migrated outdated NEC phone system over Cisco Voip. Manage trunk/channels and line conversions with all involved 3rd party vendors (WTI, ATT, Zeacom, Nexus/Dimension Data). This is a great cost savings to consolidate Voice/Data circuits (approx. $5290 savings per month)

10.Manage all standalone POTS lines for building alarms, security, elevator and fire alarms, including ports to Voice Gateways for Cisco UCS connection.

11.Manage all aspects of data Ethernet and phone cabling required for both buildings.

12.Configure, setup and deploy Informacast via Cisco PBX alert paging system and mobile emergency. Also installed and configured NWare paging and audio system through Segerstrom Hall Audio Department. Migrate all physical fax machines to secure-hosted online eFax to meet PCI requirements. Many of the physical machines use to have expose documents of donor/patron credit card and personal information just sitting out in the open. This also eliminates the cost of consumables in supporting the fax machines (paper, toner, monthly phone line cost, hardware).

13.Manage and handle all IT dept procurement, purchasing and invoice processing. Vendor management and billing. (ATT, VMware, CDW, Spectrum, Timesaver, Microsoft (volume licensing), eFax, Adobe Creative Suite and Cloud Services, Boca, Verizon, Dimension Data, Pacificom, Canon, Evault, Solarwinds etc…)

14.Manage, configure and support the Center’s purchasing system for all users – Aestiva. Application is configured for an internal website for processing orders and invoices with SQL database server on the back up.

15.Manage, support and install the Center’s accounting system – nQativ Explorer & Activity applications. Manage the SQL database VM server, working closely with vendor in upgrades, enhancements and bug fixes.

16.Install, configure and support the Finance dept check scanners for uploading funds to Bank of America online deposits which replaced old SecurePay process.

17.Configure, set up and deploy all Center new computers, (Remote Desktop) Wyse terminals, laptops, tablets, mobile phones, printers, Boca ticket printers, handheld ticket scanners. Maintain all inventory and asset management of Center own IT hardware & software licenses. Configure/join to network domain, install all dept/user required applications including MS Office 2013/3016, configure email, configure and add network printers.

18.Build/create all new users for the network AD, Tessitura, Office 365, Kentico, Citrix ; as well as disable when employees depart the Center (managing security vulnerabilities). Forward emails as requested by HR and VP’s.

19.Back-up and archive all disable user account data once employee departs the Center

20.Install, configure and manage Box Office LED Marquee display signs that are connected to the internal network. Install application software application for Box Office supervisors to manage data to display for patrons as they enter show venues (Segerstrom Hall, Concert Hall, Samueli).

21.Procure, acquire and install all MAC workstations for Graphics /Creative Services dept. (video and music programming uploads, storage and backup). Install required applications for graphic design including Adobe Creative Cloud suites, Microsoft Office 2016 for MAC, Fusion, Portfolio, scanner software, antivirus software. Troubleshoot and support all mac users in the company.

22.Manage the Center’s business accounts for Microsoft and Adobe Volume Licensing for softwares to meet usage and license requirements. Renew software usage requirements as business needs.

23.Configure, install and deploy NAS (network access storage) devices for Education, Marketing and Programming Depts). Assign IP address and add to domain. Set up with customize network permissions based on dept access needs.

24.Provide support for Security Dept in building alarm system, security access (Security Solutions). Support mobile camera application Exacqvision. Install software for server communication and radio licenses. Work closely with vendor and Security team in configuring and assigning radios for staff through campus.

25.Set up and install customize Theater Operations/Backstage softwares for building and events needs: Roomviewer, Vectorworks, Autocad, Nware etc.

26.Manage all aspects of company account with Verizon Wireless for mobile devices: VP mobile phones and broadcast network MiFi. Processing invoices, purchase, configure and set up phones for VP’s, set up Global plans. Provide customize invoice copies to all VP’s as requested by CFO on monthly basis.

27.Manage and supported Remote access for staff via GoToMyPC application. Create user account and access permissions. Install and configure application on Center host computers. Provide instruction and training for remote access.

28.Create and build accounts for all interns, configure computers and dept permission as needed for job duties based on each dept. Usually about 4-5 intern account users, twice annually.

29.Manage and train staff: Helpdesk Desktop / Tier 1 support and Network Specialist. Provide performance appraisal, work hour management and mentoring.

30.Manage and configure Spiceworks Helpdesk system and server including ticket assignments, daily monitoring and follow up of requests and status reporting. Built this vm server and maintain as aspects of support, upgrades monitoring and troubleshooting. This is used for support request tracking and monitoring of all Center staff needs. This tool enables logging of all IT support activities and communications between requester and IT staff(s). Some items are not logged in here due to project scope. All IT staff members use this application as well as Center staff to report IT related issues.

31.Strategize and collaborate as member of core IT team in making IT decisions on overall dept & Center technology decisions for implementing new applications and processes, such as Resident Company communications, PCI Compliance and infrastructure changes and updates, WiFI network, all circuits coming into campus (primary, secondary Many fiber connection from ATT into both buildings and connectivity across the plaza.

32.Provide budgetary figures for IT Dept in assisting Director with annual forecast for Center’s technology needs for upcoming fiscal year. Work closely with Finance and Budget Committee

33.After hours and evening night technical support based on urgency of business/performance events. Return onsite as needed.

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