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Support Customer Service

San Jose, California, United States
August 17, 2018

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Michael Vasquez

*** ********** **

Patterson Ca, 95363

C- 408-***-****


References at

IT Systems Specialist

Experience Summary:

Lead, Manage, Train and Mentor In-house and Field Technicians on IT and Data Systems Management and Maintenance. The 4 R's Response-Repair-Recover-Review. Experience with procurement of IT Systems including replacement parts, budgeting IT projects by leading the Approved IT Programs, forecasting support and labor hours while leading asset management on a quarterly basis. Specialty at finding areas to maximize productivity while simultaneously cutting cost.

Building a stable and responsive user experience teaching technical teams how to maintain systems and network services worldwide. Always seeking excellence in customer service and support with flawless communication top to bottom. Gathers and reviews technical details and confirms results, where they must be analyzed bit by bit.

Trained by the US Patent and Trademark Office in Washington for government data security management as the Deputy Team Lead of Information Technology for managing and maintaining Cisco Video Telepresence with Jabber clients and WEBEX software for all US Federal Hearings to All USPTO Chambers in US, we installed Cisco SX80 Dual video cameras, troubleshooting Creston video conferencing Controllers with Audio, to Dual 70” Sharp Monitors including Polycom Conferencing Microphones. This also included setup, testing, staging and correcting paper jams on Kyocera, HP, Ricoh and Canon Printer Copiers for 100 Patent Officers and 14 Federal Judges from desktop to hearing support and updating Remedy on all Technical Support tickets.

Experience with Production Operations Management, Installation, Integration, Server to Laptop Service and Repair, Restore Imaging, IT Desktop Support Services, User Laptop configuration and troubleshooting, Anti-Virus, Data Transfer Services, Backup and Disaster Recovery, Security Systems, Customer Service and Support. Facility and Data Center Management. Technical Support familiar with Barracuda Security products, SPAM and Anti-Virus, Cisco Teleconferencing SX80 VOIP system, IBM Blade Servers with Vmware Virtual ESX Servers, WEB Filter Cloud Protection Services, Microsoft Windows NT, 2000, 2003, XP, 2007, 20010, Desktop 2007, 2008, 2010, laptop repair, Linux and Ubuntu Servers administration, MAC IOS including: iPhone and Android setup and configuration, testing using Smart bits, Wire shark, on WAN, LAN, WLAN Wireless 802.11/a/b/g/N, Microwave Radio testing and Support using Airmagnet Site-survey software, experience with DSRC standards, Working with Mobile Device Broadcast, Video Conferencing support with Jabber and WEBEX Televideo client. And Remote support using LogMeIn, TeamViewer, RDP, GOTOMYPC, SSH remote connectivity management.

Technical Summary:

Technical Lead, designing, implementing, leading Technical operations teams and vendors on desktop and network support, training technical operations teams on 24/7/365 support, using ticketing support systems, leading customer service, facility maintenance, standardizing maintenance processes and procedures, managing server maintenance and support, data center management - gathering requirements and turning customer deliverable s into a well-planned and organized technical team goal.

Excellent oral and written communication skills, excellent business presentation skills.

Summary of qualifications:

• Thorough understanding of all aspects needed to create an organization that effectively integrates technology and service.

• Specialty in Technical Training, Customer Support and Systems Support and Facility and Data Center Management and Maintenance

• Familiar with AGILE, JIRA, Salesforce, Bugzilla, HP OpenView, Microsoft SMS, Remedy, DP Umbrella, Lotus Notes, Peoplesoft. Salesforce., Oracle, Blackberry, iPhone, Windows. Office, Linux and Apple products/software.

• Excellent at creating solutions to customer issues with Company Wide-Awareness.

• Trained by “FEMA” The Federal Emergency Management Agency. How to respond/take action.

• Trained by the US Patent and Trademark Office in Alexandria Virginia, IT Support Services, Security Systems, Hardware Deployment, Software Support, Hardware Recovery Services, Customer Service, USPTO remote Services and support.

• Excellent Communicator and Motivating Personality.

• Solutions Specialist with all forms of Process and Procedural implementations.


• US Patent Office Desktop Security and Support 2015

• Barracuda Networks Cloud Security Services. 2011

• Cisco Secure Policy Manager 2002

• NT Enterprise 4.0 1997

• NT security 1997

• NT Core Technologies 1997

• FEMA – Federal Emergency Management Agency 1994

• Doubletree Hotel Fire Command Training 1986

• Local 316 Carpenters Union 1983 - 1987


02/17-02/18 Ai-Computing (Contractor-Consultant)

Title: Systems Specialist

Small to Medium IT Systems and WLAN / DSRC / WiFi testing and integration

Working with DSRC standards supporting a proof of concept for City of SF site testing.

Specializing in Air Magnet Site Survey Software for signal area mapping. Supporting DSRC with Wave mobile, Siemens, Proxim Wireless, Cisco and other Base Station Radio Integration. Using 802.11P Standards Broadcast to OBU (On Board Unit) or client to Base station RSU (Road Side Unit) other Support include: WAP and Point to Point or Multipoint setup and integration.

Testing Broadcast Mobility

Site Signal Map

Load Balancing

Bandwidth Management

Client to AP testing

08/15-12/16 US Patent Office - San Jose Ca.

Title: Deputy Team Lead Of IT

Lead the San Jose USPTO IT team on all Computer Systems Support including: Federal Hearings using Cisco Video Teleconferencing with WEBEX and Jabber client, Desktop Support - hardware to software, Asset Management, Network Management, Security Administration, Re-imaging, WIFI, RFID, Printer Support, Customer support of over 100 Patent Officers and 30 USPTO Federal Judges and Executive Staff.

Prepared the grand opening for the Newly established San Jose USPTO office

Setup configure 100 User Laptops and Desktops with Windows 7, Cisco Easy Connect, NAC, Dual Monitors, Printer, WIFI, Backup, System Imaging, Remedy ticketing system.

Trained and lead the installation of hundreds of desktops and Laptops, HAT stations including cable management and Networked Printers.

Supported Window 7, Cisco systems, Backup Software, and VOIP Video Teleconferencing systems, including Creston, Extron, Cisco, WEBX, and Jabber.

Work with SAN JOSE CITY IT on multiple Issues and USPTO Events.

10/10 – 12/14 Barracuda Networks –Campbell, CA

Title: Technical Support Specialist II

Technical Support Specialist: Setup and configuration of Spam & Virus Firewall, Security Services, SSLVPN, Clustering Services, Cloud Protection Layer, Enterprise Support Services, PCI compliant.

Configure and support: Linux based Application installation via Network Setup using SSH secure tunneling, Email Services SMTP, POP3, IMAP, HIPPA standards for Encryption services, Content filtering, REGEX, LDAP and recipient verification, WEB GUI premium support and troubleshooting, Apache server support, UBUNTU support, Vi batch and script editing, JOINME, MySQL, Network Clustering, VMware’s ESXi server with Vx setup and testing lab services, header translations, understanding of email with SPAM and Virus protection, Customer Satisfaction Leader. Supporting Windows Server 03, 08, and Exchange Server 5.5, 03, 07, 2010.

Good technical understanding of the following protocols and systems. Networking technologies such as TCP/IP, Routing, switching, ARP, DHCP and Application layer technologies including, but not limited to DNS, SSL/TLS, SMTP, POP3/IMAP, HTTP/HTTPS, SMB/CIFS, NFS

Basic knowledge of LINUX/UNIX OS.

02/09 – 10/10 Self Employed Remote Net Links -San Jose, CA

Title: WLAN Engineer

Supported customer installations and test 802.11 a/b/g/N products including software and hardware for customers in the US. Product testing-WIMAX and MESH wireless systems testing thin clients, including site surveys and customer quotes on AP HOT SPOTS.

Installed and maintained servers, routers, security devices including WLAN networks working with Hotels, Small to medium campus installs including MUNI Networks on network design, WLAN Video Surveillance products.

05/07 – 01/09 Proxim Wireless Inc.

Title: WLAN Engineer

Technical Services – Field Support Engineer, integration projects of MUNI Networks in the US and Overseas including backup links for Subscriber to Backhaul for WLAN to WAN, Test 802.11 A/B/G/N, 802.16, Wimax, Portal-Mesh, Base and Subscribers, Thin Clients, Functional and Customer Feature Testing. Train users on NMS monitoring and remote secure administration on wireless Network security Administrator and QA management supporting: QOS, WPA2/AES, 3DES and WPA/TKIP. Testing of 802.11 ABGN for Pre-certification for WIFI, ETSI, IC, FCC and DFS.

04/06 -04/07 Cisco Systems, Inc., - San Jose, CA

Title: Consultant Data Center Specialist

Planned and integrated three data centers moves and recovery of the STG training center from one location to another including: racked, cable-managed, install and configuration of over 1 million dollars of Cisco Routers, Switches, Firewalls and VPN devices, as well as setup and tested newly released CSM 301 Cisco Security Manager training center for remote testing.

Configured and setup IBM Blade Servers with Vmware Virtual ESX Servers to help sustain multiple training sessions with minimum resources.

Supported training centers for Cisco’s Security Technology Group’s Technical Marketing team.

Technical writer who demonstrates good communication at all levels of the organization.

Team player who adds value to technical knowledge base. One who works with international team members on department goals and daily activities.

Demonstrated that I work very well under pressure with minimum supervision.

06/05 -03/06 Consultant – Fremont Ca

Title: IT Specialist

Implemented and developed production systems and Internet presence for Beta Release program, testing internet signups and investor relations.

Provided IT support with Blog presence. Supporting Windows Server and System Configuration for Email testing and product Support.

10/02 -05/05 The Network Design Group – San Jose Ca

Title: IT Manager

Hired technical teams, coordinated data center changes, implemented Infrastructure upgrades, disaster recovery plans, and system integration-maintaining Data Storage Management in multiple co-location’s, as well as off-site tape storage and recovery services.

Planned, designed IT projects ensuring customer milestones are met and completed as planned.

Designed and implemented IT DRP planning and HA.

Developed Customer Training “Hand-Off” Program.

09/01 -09/02 HDS Inc. Hitachi Data Systems Inc., Santa Clara CA

Title: Consultant –Data Center Operations DRP Specialist

Disaster Recovery Design and Implementation for Santa Clara and Europe DRP-Tested with 99% Uptime Accuracy implementing a 24/7/365 Power Generator for Rolling Blackouts.

Designed, Planned and trained the Entire IT operations staff on Disaster Recovery Planning and how to implement graceful shutdowns, Systems and Network Preventative Maintenance, DR readiness, Change Management Scheduling, Development, Staging and Production Rollback Management.

09/00 – 09/01, Los Gatos, CA

Title: Technical Operations • Specialist

Lead the Technical Operations Support team on production operations 7/24/365.

Successfully stabilize production operations services from 8-10 sec to 4-6 seconds download speed and 65% uptime to 95% uptime, implement DRP, hire and convert all contract support services Temp into FTE. Supported Print Services for over 100 employees including Desktop Support. Design and Implement Production Operations Support Guidebook, Manage the IT operations budget support hours and hardware forecast. Migrate data center servers to fulltime support services.

05/00 -09/00, San Francisco CA

Title: IT Operations - Specialist

Designed and built I.T. infrastructure teams to support the ongoing business demands of a fully functional and productive 7/24/365 operation environment. Implemented a disaster recovery and business continuity plan that supported two co-locations with over 150 servers and over 350 users. This includes all Back-Office Systems, Desktop Support, Data Center Operations, LAN/WAN, UNIX, NT Domains with WIN2K File and Print servers, Network Security, Help Desk Support, Hardware Procurement, Data Storage Management, Technical Training.

08/99 – 05/00, Palo Alto, CA

Title: Data Center Consultant

• In less than 30 days Integrated Over 200 Compaq Proliant NT 4.0 Netscape WEBservers for ramp up for supporting over 3M – 5M more hits per day.

• Redesigned the production environment to fully support a disaster recovery plan which included recovery procedures consisting of NT 4.0 Primary Domain with DNS, Network Security, DHCP, daily backups, technical documentation, remote administration, system mirroring using Ghost technology, network cards using dual teaming for Cluster Technology and network redundancy.

• Trained server support and system engineers on 24/7/365 production support and maintenance including; data center management, change management, error and bug tracking for production release process.

• Wrote integration procedures for the build out of all new systems integrated into the production environment. This would include uptime metrics using Sitescope.

10/97 – 7/99 BMC Software Inc. (Formerly Boole and Babbage Inc.)

Title: Email Specialist

Building a world-wide network communications infrastructure deploying and maintaining Email, NT, Clarify, Network and Call Center administration supporting, mentoring 4 Jr. Lotus Notes NT administrators and 3 Network support administrators-who maintained over 100 production servers including HP Openview, Citrix Metaframe and Terminal Servers supporting Lotus Notes email, gateway and database clustered architecture world-wide.

Personally trained all system administrators on Lotus Notes administration deploying NT 4.0 Single Master PDC and BDC architecture including software and hardware setup and installation procedures configuring, maintaining administration of TCPIP, DHCP, DNS, WINS, FTP, HUB and Spoke design and methodologies, HUB to HUB database replication, maintaining users and groups, AdminP, Notes ID’s, troubleshooting servers, debugging Notes.ini, desktop.dsk, creating and deleting DB stubs, writing server documents for remote administration including backup and recovery. The Notes Team Supported over 32 offices, maintained email, hardware, and databases in all locations of Europe and the US.

Boole and Babbage was purchased by BMC Software Inc. and moved operations to Texas.

10/95 – 10/97 Applied Materials • Santa Clara Ca.

Title: Server Support Engineer

Supervised and trained over 20 Lotus Notes Jr. administrators world-wide including Amsterdam, England, Germany, France, Edinburgh, Israel, Japan, and the south Rim. Designed, tested & successfully implemented an off-site disaster recovery plan which included: hardware and software for over 12000 users. Successfully trained Jr. administrators on Compaq Proliant Servers, integrating and expanding disk arrays, RAID controllers, backup and recovery, Compaq’s Insight Manager, NotesView, backup hardware setup, training and installation, NT 4.0 Single Master Primary Domain administration including version control, troubleshooting network related issues. Third level support for day to day global notes administration which include: Notes clustering, user creation, maintaining

06/94 – 10/95 Applied Materials • Santa Clara Ca.

Title: LAN PVD Lead Engineer

Setup new IT division from initial startup to a completed 7/24 helpdesk using Remedy, Lotus Notes Groupware, SMS server and NT Single Master Domain implementation. Developed, trained, documented new IS&T helpdesk to support over 1000 PVD employees, contractors and vendors. Implemented Microsoft SMS (System Management Server) 1.0 to over 700 PVD engineers-using remote administration and System Audit information for maintaining users remotely from two locations, deployed Lotus Notes 3.3 Email and database servers on three NT 3.51 servers, migrated Novell 3.1 to NT 3.51. Trained Jr. Lotus Notes administrators on Server administration support, maintenance and remote administration. Managed the procurement of over 50 PC’s and laptops per week maintaining Win95, Notes email, distribution of customized applications per engineering group, maintaining logon scripts, over 30 file and print servers, and coordinating the move of over 1100 engineers to three different locations with only three technicians. Managed vendors and contractors projects/time. Managed all departmental moves and server relocation. Developed Helpdesk and server standards for all divisions of AMAT. Wrote the first employee handbook for PVD IT.

1/1994 - 6/1994 FEMA The Federal Emergency Management Agency • Redwood City HQ CA

Title: Sr. Systems Support Engineer.

Technical Support of the LA Northridge Earthquake. Training New techs on ACE software and Hardware, troubleshooting over 500 Dolphin and GRID Pen based pads. Recovering over 100,000 applications in 10meg memory sticks. Developing a disaster helpdesk with customer information database. Receiving the only FEMA Recommendation letter for hard work above and beyond.

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