Customer Service Management
Resume:
Rick Vaughn
***** *. ***** ******, ******, KS ***62 Cell: 913-***-**** rvaughn-
**@*******.***
Career Overview
IT professional with experience in Systems Engineering, Project Management, Customer Focus and Team
Leadership.
Qualifications
Team Leadership Project Management
● ●
Microsoft Exchange Office 365 Deployment
● ●
Lync/OCS server PowerShell
● ●
IT Security Compliance and Auditing Hyper V
● ●
Windows Server VMware
● ●
Unified Messaging Active Directory
● ●
Certifications
● MCITP
● MCSE
● MCSA
● MCSA + Messaging
● Security +
● Network +
● A+
Technology
Operating Systems Software Hardware
● ● ●
Windows Server 2003, Active Directory 2003 & X86/x86_64 PCs &
2008 & 2012 2008 Servers
● Microsoft Exchange ● Cisco ASA Firewalls
● ● SonicWall Firewalls
2003, 2007 & 2010
Windows, XP, Vista, 7 &
● Microsoft System Center
8 ● Barracuda Firewalls
● 2007
Ubuntu Linux 12.04
Work Experience
Sr. Microsoft Field Engineer
June 2012 to August 2013
AOS – Overland Park, KS
● Security Analysis for Active Directory, Applications and Infrastructure.
● Information gathering and support for Security, Compliance and Auditing reviews.
● Implementation analysis for new and emerging technologies.
● Configuration and Management of environments for high availability.
● Project Management for infrastructure upgrades.
● Configuration and management for virtual environments.
● Vendor Management.
Team Lead
February 2012 to June 2012
ATOS Global
● Supervision of North American Engineering Team.
● Provided support for IT environments for Compliance and Auditing.
● Prioritized team workload across projects and tickets.
● Provide weekly reports to Executive Management relating to customer service metrics.
● Monitor ticket queue to manage established SLA's with internal and external customers.
● Conduct weekly team meetings to review projects and environmental status reports.
● Managed on-call and PTO schedules.
● Assisted team with customer escalations and issue resolutions.
Global Messaging Administrator
April 2005 to February 2012
PGi – Olathe, KS
● Team lead for Global Messaging and Collaboration Systems Administrators.
● Managed Microsoft Exchange 2003/2007 to 2010 migration project.
● Established and maintained knowledge base for Help Desk Team.
● Supported SharePoint environment.
● Managed system uptime and performance for Windows and RedHat based servers, mailbox servers, Office
Communications Servers, Blackberry Servers, SMTP Gateways and bridgehead servers.
● Project Management for Messaging Infrastructure.
● Managed spam/virus filtering configuration for inbound emails.
● Managed documentation relating to the Messaging and Collaboration environment.
● Provided 24/7 on call support.
● Managed disaster recovery plans.
● Planned/managed hardware and software upgrades.
● Infrastructure assistance with Global sites.
System Administrator
April 2004 to May 2005
PANHANDLE EASTERN – Overland Park, KS
● System Administration for Windows Servers.
● Project Management for hardware/software infrastructure.
● Tier 3 Desktop Support.
System Administrator
May 2002 to February 2004
VERSENT TECHNOLOGIES – Overland Park, KS
● Managed technical account relationships with external facing customers.
● Performed weekly visits to customer sites to review environment status, perform technology health checks
and meet with customer contacts to discuss current and future projects.
● Provided summary report of weekly visits to management and contacts at customer sites.
● Made recommendations when appropriate for implementation of Microsoft Small Business Server, to
reduce complexity and provide a better management interface for their environment.
Education and Training
Friends University 2000
Wichita, KS, USA
Computer Information Systems
Bachelor of Science
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