Customer Service Engineer

ENTERPRISE ARCHITECT

Extensive expertise in I.T. Project Management, Enterprise Solutions and Design Architecture.

Dedicated leader, good communicator, self-motivated and team player. Pride myself in solving immediate technology solutions, long-term architecture and delivering successful results for the organization.

Areas of Expertise

●Enterprise Design & Architecture

●Technology Development & Production

●Project Management

●Enterprise Virtualization

●Enterprise Storage & Networking

●Security & Mobile Strategies

●Compliance & Governance

●Unified Communications & Voice Over IP

●Team Building & Leadership

●Budget Management

●Server & Desktop Administration

●Enterprise Virtualization

Technology Skills & Experience

Project Management – Ability to lead my team to deliver high quality performance and achieve the desired results.

Business Software –Managed and Supported software from SAGE, Intuit, CRM from multiple vendors

Security – All OSI layers, Firewall, IDS/IPS, Web 2.0 Threat Prevention, Cloud Security, Email, LAN/WLAN

Networking – Layer 2 & 3 routing / switching, Fiber optics, VLAN, PoE, QoS, Local/Wide Area Networks

Wireless – Enterprise to Branch wireless design and architecture, Guest Access, Voice, Security

Unified Communications – Enterprise / SMB IP-PBX, Voicemail & Fax to Email, Presence/IM, Conferencing

Operating Systems – Windows Server & Desktop administration (2000-2019), Mac OS X, Linux, iOS

Virtualization – Server & Desktop Virtualization, VMware & Microsoft Virtualization, Cisco UCS, Backup & DR

Cloud Services – Microsoft Azure, Office365, Google GSuite, Amazon Web Services

Storage – Centralized File Services, SAN/NAS/DAS, Backup, Fiber, iSCSI, High Performance & High Availability

Physical Security – Video Surveillance, IP & Analog Cameras, Central Storage, Remote/Mobile Viewing, Archiving

Web / Application – Manage multiple MS-based & Open-Source PHP applications, CRM, Business critical operations

Remote Access – Secure VPN access to business resources, Windows Terminal Services & Remote Access utilities

EXPERIENCE

Lake Avenue Church – Pasadena, CA

Information Technology Director 2007 – 2012, 2013-present

■Migrated the desktop infrastructure away Windows to Apple Devices. We were early adopters in leveraging Active Directory authentication for our Apple OSX computers.

■In addition, I was able to leverage our Xserve’s to run VMware ESXi to run virtual instances of macOS.

■Leveraged JAMF over 6 years ago to managed Apple Devices from iOS to OSX. Created an Imaging server, designed User/Computer Policies, leveraged the MDM solution from JAMF to manage over 250 devices.

■Also, worked closely with Cisco and Apple to leverage wireless technologies to optimize roaming devices through our campus infrastructure that spanned half a city block.

■Upgraded the network & security infrastructure to protect from external and internal malicious threats that the organization faced from targeted and random attacks from the perimeter and interior.

oLeveraged systems from vendors like, Cisco Systems & Palo Alto Networks. Using firewalls, intrusion prevention & detection systems and advanced threat mechanisms to mitigate risks.

■Migrated the email infrastructure to Office365 and Azure..

oStrategically using a hybrid-mode to ease the impact on the IT staff for testing. This hybrid mode allowed us to have some users in the cloud and others on premise without affecting production. Then, when ready, migrated all users carefully over a short period to the final Office365 tenant. Synced, their profiles and passwords with the on premise Active Directory environment to make sure password and other relevant information stayed intact.

■Leveraged Amazon Web Services for Storage using S3 and EC2 Server for Application and Systems Development. Created VPN connectivity to establish secure channels between the cloud tenant and on-premise infrasturucture.

■Architected, implemented and maintained a physical and private cloud using the virtual enterprise data center software from VMware. This reduced the IT management and operating capital footprint for Lake Avenue Church by 85% day one.

oThis environment was upgraded to a Cisco Unified Compute System (UCS) with a NetApp Storage solution by my team and I. This helped increased the server virtualization platform performance and capacity to grow by 5-fold.

■Upgraded an existing hybrid legacy Analog & IP PBX to a complete Cisco Unified Communications solution. We installed and leveraged many features such as Unified Presence (corporate instant-messaging), Fax-Over-IP, Campus and off-site IP paging, wireless VOIP capabilities and emergency response mechanisms.

oAfter 3 years, we virtualized the hardware to have it running in the private cloud designed using VMware and Cisco UCS. In addition, introduced better vendor / hardware support needed for better consistency across all I.T. operations and maintenance. Lake Avenue Church was also involved in a case study with Cisco systems on this implementation.

■Enhanced, using the Open Systems Interconnection Model ( OSI Model ), to make Layer 1 Fiber-optic and CAT 5e/6 cabling infrastructure throughout the 12 acre campus, which includes 5 multi-story buildings and 2 off-site campus. This was a requirement because of the voice, video and data traffic traveling over the improved IP network. It was built to specification with robust capabilities for the next decade and beyond.

■Migrated multiple legacy Video Surveillance platforms into a single IP Video Surveillance system for the Operations and Campus Services department. This allowed to increasing camera capacity, quality and campus visibility by 5-fold to its current state today. Thus, enabling campus security guards to watch for vandalism, injuries and safety more productively and efficiently.

■In addition, introduced better control systems for rapid on-site and remote management into the campus HVAC system. This enabled the Operations department to minimize processes in scheduling lighting and air-conditioning for the over 3,000 annual events held on the campus. For example, with the new system it allowed me to control the system from the roadside using an iPad to avert a major disaster in the main venue.

Advanced Microcomputing Concepts – San Dimas, CA

Senior Systems Engineer 2013 - 2013

■Responsible for senior projects and technical escalation for junior engineers. This included being the senior engineer for network down situations that needed senior level troubleshooting to correct the issue at hand.

■Assisted the Senior IT Management team in migrating their customer base to new firewalls with unified threat management capabilities to central manage, apply security policies and rules, review critical security events all from the central network operations center.

■Implemented many migrations to Office365 for the respective clients that were moving their email off-site to the cloud. Along with the project management, installation and configurations of the new environments that they were migrated to.

■Worked on troubleshooting firewalls, servers and physical/wireless infrastructures that were not configured properly by previous engineers. Along with implementing new design and solutions for existing and new clientele.

M-Theory Consulting Group – Los Angeles, CA

Director of Information Technology 2012 - 2012

■Lead a team of 8 engineers with respect to voice, video and data support of 50+ small to large size client bases. Cleaned up operations, customer service and project management duties and responsibilities’ that pertained to each individual. I not only managed, but did hands on implementation when my team was overloaded or just needed a senior helping hand.

■Implemented voice systems from PSTN provider to handset. This meant making sure the network was properly segmented for quality of service for the voice traffic. And, separating the data traffic to segregate from the voice for optimization. Along with the project management, installation and configurations of the PBX and handset devices.

■Worked on troubleshooting and improving firewalls, servers, network and wireless infrastructures that were not configured properly by previous installations. Along with implementing new design and solutions for existing and new clientele.

Adam Jacobs & Associates (Southern Wine & Spirits) – New York, NY

Southern California Information Technology Administrator 2004 – 2007

■My territory covered the whole Southern California region from Ventura, Los Angeles, Riverside and San Diego counties for approximately 2,000 sales representatives.

oI traveled every week to each branch site in the Southern California territory for information technology helpdesk support.

■Maintained, operated and stabilized central/branch office communications for the field office and mobile sales team. This included network, voice, desktop, end-user and executive information technology support needs.

■Provided professional communication and guidance for IT/business-related requirements. Along with on-call remote phone and email support for sales members in the field with technology needs.

■Also delivered Microsoft Windows, Office, basic computer one-on-one and classroom training to executives & end-users. The age group ranged from 25-75 years old. Highly successful results and retention rates for end-users with little to no previous experience.

Langers Juice Company – City of Industry, CA

Quality Assurance Administrator 2001 – 2004

■Responsible for Quality Assurance procedures, reporting and operations. Also, integrated the information collected to connect the reporting for operations, warehouse, accounting and executive departments.

■Direct report to executive team for daily, weekly, monthly and year over year production efficiency reports. Helped design and introduce new reports that gave better transparency into time-based production results.

■Created new processes for the company audit manual to meet Cal OSHA regulatory compliance. Prevented multiple events of inconsistency and poorly produced results that could affect the product’s integrity in the marketplace.

■Implemented Customer Relationship Management (CRM) software for improved customer service, accounting, production, and warehouse operations. Aided in the seamless integration of the new software into the current billing system to reduce footprint.

EDUCATION

Mount Sierra College – Monrovia, CA 2005

Graduated with Bachelor’s of Science in Computer Information Technology

Bishop Amat Memorial High School – La Puente, CA 1999

Graduated with High School Diploma

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