Customer Service Project
Resume:
Ernso Massillon
Upper Marlboro. MD 20774
******@*****.***
Phone: 240-***-****
CLEARANCE- Public Trust
PROFESSIONAL PROFILE
Solutions-orientated certified IT professional with significant experience
in multiple operating systems, software applications with cutting edge
knowledge technical changes and their business implications for over 10
years. Lifelong learner enthusiastic about applying new technologies,
enhancing current technical expertise, and applying transferable skill
sets. Highly analytical team player with aptitude for quickly scrutinizing
environments to identify and prioritize needs/risks and develop solutions.
PROFESSIONAL CERTIFICATION
o MCSE, Microsoft Certified Systems Engineer.
o MCSA, Microsoft Certified Systems Administrator.
o MCP, Microsoft Certified Professional.
o COMPTIA NETWORK + Certification
CORE COMPETENCIES INCLUDE:
o Disaster Recovery * Strategic Planning * Vendor Relationships
o Change/Risk Management * Total Quality Management * Network Operations
o Capacity Planning * Technology Scalability * Resource Management
o Project Management * Systems Integration * Computer/ Network Security
o Purchasing * Budgeting
TECHNICAL PROFICIENCIES
o Platforms: Windows, NT, 2000, XP WIN 7&8 Server 2000, 2003, 2008 2012 Mac
OS 8
o Hardware: Switches Routers DSLAMS DSU/CSU Servers PC Builds Modems Fiber
Channel SCSI ISCSI Printers
o Hands on senior level technical support To over hundreds end users, both
remotely via phone and onsite
Networking: LAN/WAN Ethernet Frame Relay ATM T1/T3 DS3 TCP/IP L2TP
Ethernet PPP VPN PVC NAS SAN
Applications: Active Directory WINS DNS DHCP Exchange Cisco content service
switch (CSS) F5 load balancing VM Ware Hyper-V BES (Blackberry Enterprise
server) IISMS Clustering High Availability Websites Xtend Lucents Vital Qip
Cisco Works Office What's up Gold Cisco Info Center VERITAS Nerve Center
AHD PC Anywhere Vantage Remedy Bridgetrak Goldmine Accware Heat Word
Perfect Lotus 123 Lotus Notes 5.0 Microsoft Products Outlook Internet
Explorer Netscape SCCM2007 SCOM2007 Ghost Terminal Services Tight VNC
HyperTerminal Storage Watch RAID watch Iometer MSI Logician PHP Project
Spyware Removal Software Symantec Anti-Virus Open Office Adobe SharePoint
PROFESSIONAL HIGHLIGHTS
Cherokee Nation Technology Sr. System Engineer / IT Manager
May 2011 - Present
Directly responsible for supporting 350+ Windows-based Enterprise servers
(W2K, W2K3, W2K8); CCSS & F5 load balancing of High availability web
servers; Windows 2008R2 Clustered Terminal Server implementation (Thin
Clients); Microsoft APP-V v4.6 Beta
o Manage subordinate
o Project/Implementation
o Domain Administrator
o Exchange Administrator
o Design, build and install servers, applications, and tools.
o Architect, troubleshoot, maintain, upgrade, and provide solutions to
hardware/software problems and issues.
o Provide daily proactive system administration to increase uptime and
system stability.
o Research and locate the necessary tools and processes to identify
troublesome trends as they develop.
o Monitor and analyze system problems that occur in the corporate network,
identify and solve problems as rapidly as possible.
o Participate in a variety of IT projects intended to continually
improve/upgrade the enterprise infrastructure.
o Security Officer: Implement & manage all SSL Certificates.
o AD and GPO Management of Users and objects throughout the domain.
o WSUS to manage Windows updates through Windows 2008R2 Terminal Services
project
o SCCM2007 & SCOM2007 configuration and deployment
o VMWARE (esx 3.5, 4.0)
o Citrx / XENAPP
o Mentor and provide leadership to junior level engineers as needed
o Escalation point for the help desk and field services as issues arise
o ITS Client Services Analyst
o PC/Network Support, Configure, troubleshoots to the component level and
setup computers for clients as need. Troubleshoot network related issues.
o Application Support, Install, Configure, and troubleshoot all
applications used by clients. Update and patch all applications. This
included a multitude of Medical applications, Office, and Data Base
applications.
o Network Administration, Implemented and administered users, computers and
objects in an Active Directory environment.
Project Performance Corporation System Administrator
February 2006- April 2011 .
o Participated in the migration of users from Windows 98 environment to
Windows XP & Windows 2003 & 2008 environment.
o Administer Microsoft Windows Servers (Active Directory), Microsoft
Workstations, and network security devices for 600 users.
o Proven ability to motivate project teams and ensure success using
leadership skills.
o Provided technical support and end-user training to internal and external
customers on network, software, and computer systems.
o Trained users to use new or modified applications, equipment and other
peripherals.
o Installed, maintained, monitored and managed hardware and software
applications including internet services connectivity, voice, video, and
data networks.
o Interfaced with clients to ensure customer service standard are met.
o Tracked equipment purchases and payments to include follow-up for
purchase orders and warranty problems.
o Utilized the Watch guard SOHO 6 firewall.
o Maintained complete and updated inventory of all software, computer and
other voice, video, and data peripherals.
o Responsible for the design, installation and wiring of the computer
systems, network infrastructure.
o Consulted with management and reviewed project proposals.
LIJ Systems Applications: Jr. Network Administrator
Riverside Hospital
March 2000 - April 2003
o Built, maintained, and repaired computer systems to improve speed,
reliability, and efficiency operation.
o Demonstrated high quality, results-driven, prompt, and professional
customer service.
o Reduced stress level of customers by adopting a cooperative attitude and
positive approach to every task and assignment.
o Trained users to use new or modified applications, equipment and other
peripherals.
o Installed, maintained, monitored and managed hardware and software
applications including systems administration, managing internet services
connectivity, voice, video, and data networks.
STAPLES, Inc, Silver Spring, MD Sales Manager
June, 1998 - July 2005
o Built, maintained, and repaired computer systems to improve speed,
reliability, and efficiency of operation.
o Manage/ supervise employees
o Diagnosed and repaired computers at the component and software level,
establishing alternative repair procedures to meet customer needs.
o Installed and gave technical demonstrations on working with Windows 98,
Windows 2000 and accessing the Internet.
o Ensured all subordinate associates were trained and possessed up to date
knowledge about all products sold.
EDUCATION
Strayer University Washington, DC
Bachelor of Science in Computer Networking June 2005
GPA: 3.10
CERTIFICATIONS
See above
REFERENCES
Available upon request
Contact this candidate