Customer Service Engineer
Resume:
Adam Rasch
Grand Rapids, MI 49504
Phone: 616-***-****
Email: ************@*****.***
EDUCATION
Davenport University Grand Rapids, MI 05/2009 – present
Associate of Science in Computer Networking Technology
GPA: 3.8/4.0
Expected completion of Bachelors of Science in Computer Networking Technology: 4/2015
PC Pro Schools Grand Rapids, MI 05/2007 – 12/2008
GPA: 4.0/4.0
PROFESSIONAL CERTIFICATIONS
- CCNP, Cisco Certified Network Professional - CompTIA Network+
- CCNA, Cisco Certified Network Associate - CompTIA A+
- CCA, Citrix Certified Administrator - CompTIA Server+
- MCITP, Microsoft Certified IT Professional, 2008 - HDI / SCA, Help Desk Institute/Support Center Analyst
- MCTS, Microsoft Certified Technology Specialist, 2008 - WCSP-XTM, WatchGuard Certified Systems Professional
- MCSA, Microsoft Certified Systems Administrator, 2003
- MCDST, Microsoft Certified Desktop Support Technician
TECHNICAL SKILLS
- Windows XP, Vista, 7, and 8 - Reflexion, DoubleCheck, and Barracuda SPAM solutions
- Windows Server 2003/2008/2012, Exchange 2010/2013 - Liebert and ADP Online UPS Systems
- Linux Ubuntu administration - Packeteer’s PacketShaper, Nagios, and SolarWinds
- Mobile, SSL, IPsec, site-to-site VPNs - Windows BDR, NT Backup solutions, and Safevault
- Cisco, HP, Motorola, and Ruckus wireless controllers - Ricoh, Minolta, HP, Dell, Canon, and Kyocera printers
- Linksys, HP, Cisco, Motorola, Ruckus wireless access points - AVG, Vipre, and Symantec antivirus software
- Citrix Presentation Server 4.0, 4.5, and Xenapp 5.0 - In depth networking experience at an Internet Service
- VMware Virtual Center and ESX 3.5, 4.0, 4.1, 5.0, and 5.1 Provider
- Cisco, HP, Dell, 3Com, Linksys, and Adtran networking - In depth experience providing both onsite and remote support
- WatchGuard, Cisco ASA, and SonicWall firewalls - In depth experience completing complex projects
- 3Com NBX 100, Avaya, and Shoretel Phone Systems
- iPrism, WatchGuard and Barracuda web filters, proxies
PROFESSIONAL EXPERIENCE
Trivalent Group Inc.
Systems Engineer III Grandville, MI 01/2014 – Present
- Act as an escalation resource to lower tier support personnel to resolve network and systems related issues
- Track time, both internal and external, through an hour-tracking system
- Maintain service status by following ticket communication procedures
- Attend training classes and maintain vendor certifications
- Participate in on call rotation for nights and weekends
- Act as a service and support contact with the client and provide exceptional customer service
- Troubleshoot circuit issues with US Signal, AT&T, CTS, 123.net, TDS, Comcast, Charter, and Verizon
- Troubleshoot networking equipment including routers, switches, and firewalls
- Troubleshoot systems equipment including servers, PCs, printers, wireless, and more
- Troubleshoot and maintain system software, critical applications, and vendor relationships
- Act as mentor to lower tier support personnel
- Effectively communicate both written and verbally to team and client status of tickets and support efforts
- Install and maintain hardware including servers, desktops, routers/switches, firewalls, and wireless devices
- Administer VMWare, Citrix, and Windows servers, including deployment of applications
Systems Engineer II Grandville, MI 08/2010 – 01/2014
- Troubleshot circuit issues with US Signal, AT&T, CTS, 123.net, TDS, Comcast, Charter, and Verizon
- Troubleshot networking equipment including routers, switches, and firewalls
- Oversaw the hardware and software needs of multiple organizations
- Maintained the highest level of safety and security of all vital internal data and customer data.
- Configured and managed SPAM solutions including Reflexion, Barracuda, and DoubleCheck
- Performed network infrastructure monitoring using Nagios and Cacti, with a variety of other network tools
- Configured and maintained primary and backup DNS forward and reverse lookup zones for hundreds of domains
- Configured and managed single domain, multiple domain UCC, and Wildcard SSL certificates
- Acted as an escalation resource to lower tier support personnel to resolve support related issues
- Acted as a service and support contact with the client and provide exceptional customer service
- Effectively communicated both written and verbally to team and client status of tickets and support efforts
- Installed and maintained hardware including servers, desktops, routers/switches, firewalls, and wireless devices
- Tracked time, both internal and external, through an hour-tracking system
- Maintained service status by following ticket communication procedures
- Attended training classes and maintain vendor certifications
- Participated in on call rotation for nights and weekends
- Effectively designed and implemented numerous customer networks
- Successfully implemented wireless solutions including autonomous and lightweight technologies
Systems Engineer Grandville, MI 03/2007 – 08/2010
- Administration and management of Windows 2000/2003/2008 environment including active directory
- Worked with the service desk as an escalation resource to provide top level support
- Assisted end users with opening and closing service tickets with ticketing software
- Monitored Network with Web Filtering software to effectively control internet access
- Monitored and maintained network using Citrix Management Console and VMware Virtual Center
- Worked with company phones, including Blackberry, iOS, Android, and Blackberry Enterprise Server
- Performed the general activities of LAN/WAN administration
- Maintained Enterprise AntiVirus solution with Computer Associates
- Administered DoubleCheck Spam Virus Email Manager Gateway
- Oversaw phone system and developed plans for future phone upgrades
- Managed and reviewed backup systems for proper retention and recall of all data sources
- Tested new technologies and products for customer applicability
- Installed all new hardware, systems and software for networks
- Administered VMWare, Citrix, and Windows servers, including deployment of applications
- Involved in troubleshooting, analysis of servers, workstations, and associated systems
- Evaluated system performance and implemented performance tuning
- Administered and upgraded network infrastructure components
- Oversaw the purchasing of and handling of hardware, printers, scanners, and more
- Designed and implemented disaster recovery plan for entire organization
- Developed, modified and enforced all hardware, software and security policies
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