Customer Service Manager
Resume:
Brandon Ethan Zimmerman
Harlingen, TX 78550
Cell: 956-***-****
*****************@*****.***
I represent myself as a loyal and an extremely dedicated employee who has the abilities to excel in any given
environment. I have extensive training and experience in customer service, server technology and information
system business technology. I challenge myself constantly in my chosen career path and can adapt with ease.
Having been a part of large work groups, I communicate and execute my duties with no difficulty. I am searching
for a position in which I will be able to appropriately use the knowledge I have acquired of technology systems to
help my employer expand and grow through advanced information business systems.
(August 2011 – Present)
Network Operations Center Engineer
Support.com Inc
Redwood City, CA
94061
• Install and configure windows server 2003 - 2012 R2 for small to medium sized business clients.
• Manage domain controllers for companies using active directory to promote demote roles and create
group security policies to meet customers’ business needs.
Kaseya pro-active server solution providing 24*7 servers monitoring and alerting customer if there is
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a status change in the server environment.
Creation of the BTE recruitment and testing document which was key in verifying if a candidate
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possessed the technical knowledge to perform his/her job successfully.
Designed and mapped enterprise infrastructure diagram for each company and attached to business
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profile as a reference to assist with remote support issues.
Subject matter expert for sonic-wall related setups and advanced network appliance configuration.
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Advanced networking support for small to enterprise sized businesses: vpn, tcp/ip, dns,dhcp and
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subnetting.
• Implemented disaster recovery solutions via code 42 crash plan software.
• Install and configure RAID array on windows server operating systems.
• Break/Fix remote support for windows XP/Windows 7/8/Vista/Server 2003/2008/2010/2012/Small
business/essentials.
• Exchange server support for server 2003 – 2012.
• RDP configuration
• Co-ordinate onsite technicians and work order creations for dispatch to onforce for onsite on issues
that could not be resolved remotely.
Server migration support and coordination including scheduling server down time.
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SQL Server 2008 -2012.
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VMware, Vsphere with operations management, HyperV, and VMware vFabric SQLFire.
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Created service procedures for SMB program which are published and are in use today.
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Full data center virtualization migration
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(November 2010 – August 2011)
Technical Consultant
South Texas Technical Services
112 Colorado Drive
San Benito, Texas
78586
Design and setup network infrastructure for clients that include servers, routers, firewalls, sonic walls
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and data wiring.
• Setup exchange servers for clients as well as setup active directory users and group containers.
• Communications contractor
Contracted as a VSAT technician for Anadarko oil and gas company setting up IDU modems and 1.2m-
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1.8m VSAT reflectors as well as calibrated and coordinated through NOC engineering group all over the
central and south west regions of Texas.
Analyze current IT configuration and recommend ways to improve clients IT effectiveness.
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Migrated older Operating Systems from XP to windows 7/8 and Server environment from server 2003 to
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2008.
• Create IT security procedures for medium to enterprise businesses which include setting up active
directory and creating group policies as well as configuring content filters on firewall and managing
company exchange server security and credentials.
• Replace company’s existing IT assets and dispose electronic waste.
• Provided IT services for small to medium size businesses by maintaining servers & workstations.
(March 2008 - October 2010)
IT Field Server Support Analyst
Aarons Inc.
1235 S. Josey Lane
Dallas, Texas
75287
Wrote and maintained procedures for IT operations and re-imaging procedures.
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Audit and document IT asset movements throughout company to eliminate unnecessary IT costs to
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employer.
Tracked all Issues through IT issue track software and follow up with site as needed.
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Remote helpdesk support to more than 1000 stores across the nation including Canada as well as
Troubleshoot TCP/IP network printers like Xerox, HP,Dell and Lexmark as well as install and setup on
local server and map users workstations to server.
When required provided timely professional end user support to Aarons Inc. stores and service centers by
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working remotely or onsite to identify and resolve Point of Sale System hardware problems, and perform
remote reimaging and hardware refreshes. I offered onsite technical support to stores operating sql
server 2008 and pos hardware, including troubleshooting network connectivity, new store infrastructure
setup, leased hardware refreshes and reimaging which usually required overnight and weekly travel.
Created and managed workstation images created in Norton Ghost or Acronis including workstation
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images and server images.
Developed and maintained an in-depth knowledge of cisco, point of sale, blackberry enterprise server,
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VPN juniper network, Network Printing, and windows server 03\08 and active directory.
Co-ordinated all IT setups for new store openings, closings and remodels in my assigned territory.
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Senior support of mid-American IT operations NOC.
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Administer IT security on servers and workstations throughout the company network using semantec 11
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monitoring utility.
Assisted development and deployment of new POS by operations division then to franchise operations.
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Configured and installed auto dialer system and attached to customer base DB via ACT.
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Consistent IT improvements based on latest RTO business model.
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Immediate resolution to VP requests and executive staff which directly hindered operations.
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(September 2006 - February 2008)
Field Service Manager
Direct T.V.
9367 Winkler Drive
Houston, Texas 77036
• Supervised field operations and production of regional Houston site, duties including: quality control
inspections, customer de-escalation, damage claims, and error reports. Also in charge of assigning via
Siebel software, all work to the 38+ in-house/contractor technicians assigned to me.
• Daily responsibilities include tech assignments, extensive cabling, satellite installs, and customer
service.
• Created daily tech trackers to track all inventory assigned to each tech’s company van; managed fuel
use for in-house technicians. On a monthly basis I would meet with the leaders of Houston's Metro
Market as well as leaders for home service providers to review the territory numbers and update them
with projections.
Education:
VMware Education Center
vCenter Operations Manager, Information Technology, 2013 - 2014
VMware Education Center
VMware Data Center Virtualization Fundamentals, Information Technology, 2013 - 2014
University of Texas at Brownsville
Computer and Information Sciences and Support Services, 2011 - 2011
HP TippingPoint Training
ASE - HP ProLiant ML/DL/SL Servers [2010] Certification, Server Computing Technology, 2009 - 2010
Dell Training & Education
Dell Power Edge & Blade Server Management Certification, Information Technology, 2009 - 2009
LinkedIn : http://www.linkedin.com/pub/brandon-zimmerman/30/36a/144/
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