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Sales Representative Customer Service

Marlborough, Massachusetts, United States
November 28, 2018

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*** *** ******, #**, ***********, MA 01752



Systems Administration professional with experience supporting thousands of servers, reducing SLA times on tickets, while improving customer satisfaction. Track record of successful customer service.


TJX Companies, Marlborough, MA Windows Systems Administrator May 2007 – Aug 2018

Support approximately 2,700 Windows servers for Corporate, International, Regional, Remote locations. Build and support VMWare, HP blade and physical servers. Trouble shoot system issues including DNS, DHCP, and Active Directory, SNMP, and websites, operating systems, services and applications, continuous in process improvement. Lead, participate, and contribute to projects. Increase productivity of users by reviewing permissions for access in Active Directory. Manage migrations of major business applications team to consolidate multiple US data centers to a new state of the art data center; project involves 80% virtual as well as physical and blade servers. Ensure all security guidelines and standards are adhered to. Perform other job-related duties as assigned by Manager(s). Provide daily operational support. Track defects and works with business owners. Assist team members in the installation of application software/appliances, upgrades, system performance tuning, and resolve messaging, Lotus Notes, Symantec Anti-Virus, WSUS, Service Now, PPM, ECM, SCCM, Spectrum alerts and other application related problems. Work well independently and as a team member, collaborate with other departments within the organization to close gaps in processes.

Reduced ticket amounts by 3% from Service Now management systems, while increasing target SLA times to by reviewing processes, increasing System Engineers availability for other projects.

Migrated 7TB of users and group data from iSCSI to NAS network, working with multiple groups to determine the readiness of clients for migration data which included embedded links, made sure migration of data with no downtime.

Utilized SCCM for patching windows systems.

Manage endpoint management for all windows servers to ensure that they are all up to date and compliant.

Superior customer service skills.

TJX Companies, Framingham MA

Technical Analyst-Windows Systems Administrator May 2004 – May 2007

Patch Microsoft monthly patching for all servers. Trouble shoot system issues. Server support for second shift, monthly cross check all servers to verify they are all being backed up and patched to make sure all servers are up to standards for the company. Build physical servers and upgrade blade enclosures. Ability to learn quickly and come up to speed on existing applications and their architecture. Manages users, computers and groups with Microsoft Active Directory. Maintains physical and logical devices. Perform a variety of troubleshooting on blade enclosures, physical servers, blade servers, VMware servers. Manages and maintain access to server resources.

Implemented WSUS automatic windows update for the corporate servers reducing the time spent by 70%.

Upgraded enclosures, blades and physical servers during off hours.

Peregrine ticketing system, resolved system issues.

TJX Companies Framingham MA

Help Desk Analyst Nov 2002 – May 2004

Support Corporate, Global, Regional, Remote Locations. Setting up new hires, terminations, LANDesk, Lotus Notes mail support, creating new Domain ID’s, name changes, group changes, and notes recertification’s checking the mail hubs to ensure of proper mail routing, troubleshooting applications and hardware issues. Created documentation and a network location for documents for other co-workers to reduce amount of tickets escalated. Occasional desktop support assistance in Framingham, Westboro and one Regional office. Troubleshoot and document resolution to issues. Troubleshooting MAC, PC, desktop and printing issues.

Answered calls and troubleshoot clients’ problem, Resolution rate of approximately 85% of calls without desk side visit, other calls a ticket was issued for resolution.

Received many e-mails and letters of grateful clients of the service level that they received.

Teksystems Natick, MA Consulting Company

Help Desk Analyst Feb 2002 – Nov 2002

Working at TJX in this position

Troubleshoot and document resolution to issues. Answered calls and troubleshoot clients’ problem.

Randstad, Westborough MA Consulting Company Sep 2001 – March 2002

Sales Representative

Sales representative for Bose Kiosk site, a test site to sell four Bose products.

Ajilon, Burlington, MA Sep 2000 – Aug 2001

Team Lead, Help Desk/Technical Support Specialist

Ran weekly and monthly reports, Scheduled group between desktop and helpdesk assignments, covering three buildings in Boston. Attended client meetings to ensure SLA levels are being met within the client’s standard. Managed the helpdesk team, interviewed and trained new hires.

Was promoted within three months of the project to run the team.


Massachusetts Bay Community College, Wellesley, MA

Associate of Business Administration


Clark University Client/Server Certified, Sybase 5 Fast Track Certified, Relational Database Design and Software Design.

OPERATING SYSTEMS: Windows 2016, Windows 2012, Standard, Enterprise, Windows 2008, Windows 2003, Windows Vista, VMware 6.0 To 5.0, Citrix.


Windows Server 2016

VMWare VSphere: Install, Configure and Manage V 5.0

System Center 2012 Configuration Manager Concepts and Administration

Integrity: That’s Our Style

Ticket management system

20410 Installing and Configuring Windows Server 2012

Azure – Build SharePoint Server

Microsoft Access, PowerPoint, Excel, Word, OneNote, Outlook, SharePoint, Power Shell, Office 365.

Leadership Competency

Lean six Sigma

Six Sigma Level of performance in the Move-It! Courier Simulation

Enterprise Process Improvement Six Sigma White Belt Certification

Enterprise Process Improvement Six Sigma Yellow Belt Certification

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