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Manager Customer Service

Newport Coast, California, United States
November 14, 2018

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

Yorba Linda, California 92886

Cell 714-***-****


OBJECTIVE: IT Director/IT Manager


Hardware: AS/400, Lab Instruments

Network: Routers, Switches, Hubs, Firewalls, TCP/IP, Cat5, Ethernet

Windows Server 2016, Windows 7, Windows 10

Software: IBM Fix Console, Windows 7 &10, Office 365, SharePoint,

One Drive, Cloud Technology, Solarwinds, Virtualization,

Cherwell, Bomgar, Sharepoint, One Drive, One Note, Inssider


Excellent customer service orientation Ability to prioritize and meet multiple deadlines

Flexibility to meet the client’s needs Effective, efficient troubleshooting ability


Marriott Vacations Worldwide Newport, Ca

Lead Technical Analyst May 2008 – Current

Responsibilities include development and management of the resources and vendors for technology related projects. Design and present the presentations regarding projects and their requirements. Work in a team of 4 to support 16 properties both onsite and remotely. Demonstrate and make people clear about the project and its requirements

Direct vendors and install network equipment for new properties under construction

Perform responsibilities of planning, staffing, organizing and executing plans of the project

Develop and review floor plans and provide site surveys

Interface with customers and vendors to ensure work is completed satisfactorily and service is restored

Support Nortel Meridian and voicemail system and VOIP for over 300 end users including troubleshooting outages, call routing, call accounting, building new phones, reprogramming phones at multiple properties

Transportation Security Administration Irvine, Ca

IT Specialist August 2005 – May 2008

Coordinated all IT projects for TSA Operations at John Wayne and Long Beach airport sites to ensure company resources were utilized appropriately

Conduct regular meetings and coordinate with client team and other contractors

Compiled project status reports, coordinated project schedules, managed project meetings, and identified and resolved technical problems

Identified and analyzed systems requirements and defined project scope, requirements, and deliverables

Coordinated project activities and ensured all project phases were documented appropriately

Provided first-level contact and problem resolution for all issues for Verizon VOIP Phones which included setting and deleting settings and acted as a liaison between the VOIP vendor and internal support staff to assure accurate problem interpretation

ITResources Buena Park, CA

IT Support Specialist April 2003 – August 2005

Responsible for maintaining multiple client’s network and server functions

Server support and troubleshooting

High volume of Desktop support for various clients including support for home builder corporate offices and construction sites

Desktop roll-out

Clients: Isuzu Motors, Westview Services, Yamaha, The Olson Company, Micro Therapeutics

Richey Enterprises Anaheim, CA

Network Engineer August 1998 - April 2003

Responsible for maintaining client’s network and server functions

Server installation and configuration

Desktop roll-out

Team member on various Data Center moves

After hours on-call desktop/server support

Clients: Perot Systems, Compaq, Guidant, Dominican University, Barlow Respiratory Hospital




California State University, Fullerton

Bachelor of Arts, Liberal Studies

Unites States Army – Honorable Discharge

Education: Military Police School, Air Assault School

Awards: Army Achievement Medal, Good Conduct Medal

Protect personnel and property on Army installations by enforcing military laws and

Regulations, as well as controlling traffic, preventing crime, and responding to

Emergencies. Responsible for providing support to the battlefield by conducting Area

Security, Internment/Resettlement, Maneuver and Mobility Support, Law & Order, and

Police Intelligence Operations.

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