Customer Service Software
Resume:
Michael Pace
Fair Lawn, NJ *7410
acas0z@r.postjobfree.com
QUALIFICATIONS
• Effective strategic thinking, problem solving, multi-tasking, and collaboration skills
• Ability to contribute to a group and (desire) outstanding track record working as part of a
professional support team
• Experience with assisting end users with various technical issues including network and
software configuration, desktop system performance, maintenance procedures, as well as
extensive computer knowledge and experience in resolving customer service issues
• Ability to troubleshoot and diagnose system issues using remote desktop tools
• 10 years’ experience with HP, DELL & IBM Hardware
• 6 years’ engineering and support experience within a Windows Server infrastructure
environment providing server solutions to clients
• 6 years’ experience with VM and SAN
• 6 years’ Data Center experience racking, stacking and cabling servers
• Experience with networking equipment, cisco switches and firewalls
• Proven ability to identify complex network, software, and hardware issues
• Exceptional verbal and written communication, customer service, organizational, and
time-management skills
• Proficient with high-level troubleshooting in high-pressure situations
• Advanced administration of Windows Server environment’s
• Configuration of hand held devices (BB, Android, iPhones)
TECHNICAL SKILLS
Hardware: Experience working with and repairing sans, servers, networking hardware,
computers, laptops, mobile devices. HP, Dell, IBM, EMC, Radware, F5, Cisco
Software: Windows Server 2000, Windows Server 2003, Windows Server 2008 (Active
Directory, DNS, DHCP, Print Servers, Terminal Servers, IIS, Clusters) Windows 98,
Windows 2000, Windows XP, Windows Vista, Windows 7,Windows 8, Microsoft Office
Suites, VMWare ESX, Navisphere, Veritas Backup Software, Acronis Imaging, Norton
Ghost, Anti-Virus Software
PROFESSIONAL EXPERIENCE
FXSolutions, LLC Server Administrator:
August 2007 – August 2013
• On call support for 24 x7 for vital systems (Global Scale)
• Sunday restart procedure for Window Server environment, verifying all vital systems are
performing and operating properly.
• Resolve system disruptions and manage the incident notification process to alert office
personnel as part of the on-call team.
• Maintain and support NJ and Florida data center systems, window server 2003, 2008
environments, and Cisco, EMC SAN and Virtual Machine environments.
• Responsible for ordering of new equipment (Servers, desktops, laptops, SANS, etc etc,
racking, stacking, and cabling at our NJ Data Center.
• Group Policy.
• Monitor the trading systems, non-trading applications and infrastructure via HP
SiteScope.
• Lead problem resolution to assist back office users, traders, customer support, and
various IT teams.
• Assist development and QA staff in testing and deploying new and existing products to
production.
• Evaluate and perform critical data backup procedures.
• Create and maintain Active Directory Users and Groups.
• Administered Exchange services, create, and delete accounts and Distribution Groups on
local and global scale.
• Support for Home Office and Remote Users (Florida, UK)
• Implemented new backup storage device along with EMC Networker software.
• Backup administrator for NJ office, scheduled backup jobs (using eVault). restore, and
maintained tape inventory. Weekly offsite storage.
• Manage deployment and configuration of Windows servers, desktops, laptops and
network printers.
• Deploy TS (Terminal Services) accounts for oversea clients and personnel.
• Setup and support of hand held devices for Executives.
• Weekly updates to back office systems, utilizing Desktop Authority to upgrade system
wide software.
• Acronis image deployment via PXE for network imaging.
Pearson Education Sr.Help Desk Technician/Supervisor Old Tappan, NJ
January 2003-August 2007
• End user support for staff of 3500.
• Support proprietary Pearson software and web based applications.
• Troubleshoot various Microsoft Operating Systems and other Microsoft applications.
• Troubleshoot spy ware/pop up issues with various antispyware software.
• Troubleshoot computer hardware and/or software problems. Hardware including IBM
T20/T21/T41/T42, Dell D600, Toshiba 3500/M400 Tablets and various desktops.
• Troubleshoot Dial Up Networking and Microsoft Exchange Server issues.
• Troubleshoot Cable Modem and DSL issues and setup including the installation of
routers.
• Troubleshoot VPN connectivity issues.
• Installation of Blackberry Desktop Manager Software including Tethering.
• Travel to bi-yearly national sales meetings; provide technical support for all users.
Intellispace Customer Support Technician New York, NY
October 2001 – November 2002
• Technical support analyst for Global Helpdesk servicing over 50,000 end users.
• Assisted customers in basic connectivity configuration using IP based Ethernet protocols.
• Maintain and create new backups using evault software.
• Assisted customers with Microsoft Exchange connectivity issues.
• Rack and Stack new equipment when needed.
Computer and Communications, Inc. Computer Technician Clifton, N.J
April 2001-October 2001
• Responsible for the completion of diagnosis and repairs on Warranty and Non
Warranty PC, printing, and imaging devices.
• Perform service on personal computers, laptops, printers, and multi-functional
units.
• Build and configure PC systems to customers’ personal specifications.
• Conduct on-site trouble-shooting at various customer locations.
• Install and configure PC operating systems and applications.
EDUCATION
Global Knowledge
August 2012
Windows Server 2008
Global Knowledge
July 2010
Active Directory
The Chubb Institute, Parsippany NJ
June 2001
Diploma in Computer Technical Support
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