Customer Service Management

CHRISTOPHER R. SILVA

Lead Analyst

*** **** ***** **** ****** . Oxford, PA 19363 . (302) 357 - 8496

***********.*****@************.***

SUMMARY

. More than 10 years' experience providing excellent customer service.

. Possess solid computer skills.

. Ability to create and deliver solutions that meet corporate

objectives.

. Comfortable operating in a wide range of platforms and environments.

OBJECTIVE

To secure a challenging position in a team oriented environment where I can

utilize my technical knowledge to help improve the customer experience.

TECHNOLOGIES

Windows 2003 /2008/ Server

MS Active Directory

MS SharePoint 2007/2010

VMware 8/9/10

Office 2003/2007 /2010

Tivoli Software Deployment Software

Advanced AV Hardware & Software

MS Exchange

Lotus Notes

Symantec Norton Antivirus and Ghost

Windows XP/Vista/7/8

Novell

Novell Zenworks Desktop

Acronis Imaging

Adobe Creative Suite

Macintosh

Cisco VPN Client

CORE COMPETENCIES

Windows Desktop Testing & Systems: Integration /

Administration Troubleshooting Deployments

Systems & Network Windows Server Active Directory Management

Upgrades

End User Training & Disaster Recovery Problem

Support Identification/Analysis

Network Connectivity Asset Management Mobile Device Management

(MDM)

PROFESSIONAL EXPERIENCE

Endo Pharmaceuticals Inc., Chadds Ford, PA (March 2011 - 6/12/2013)

Lead Analyst

. Technical lead for all support related to Microsoft SharePoint

for R&D

(Internal/External Sites) including team-sites, marketing, and

research.

. Assisted operations/ infrastructure teams with various capitol

support projects such as iPad deployments and corporate asset re-

capture processes.

. Management of project timelines, schedules, and vendors.

. Technical consultant for mobile device deployments and

strategies for sales associates. Including iPad, iPhone, BlackBerry

and Android.

. AV Support for all R&D AV teleconference rooms throughout the

campus.

Services provided: AV equipment repairs/upgrades/ installation and

support.

(Vendor contracts included Advanced AV, IMS Audio Visual, Intercall,

and others.)

SA IT Services Inc, Roswell, GA (2007 - May 2010)

Field Technician / Refresh Coordinator

. Support Manager for all refresh activities including cut-over's

of other acquired businesses, for Bank Of America corporate sites in

Northeast Region including DE, MD, PA. (Vendor contracts included

DELL, IBM, HP)

. Project managed Microsoft Windows 7 refresh & integration audit

and installation at multiple campus network locations totaling 3,000 +

installations. Partnering each installation with the latest DELL and

HP 64 & 32 bit hardware. Provisioning and testing.

. Management of corporate assets and inventory, which would range

anywhere from 100,000 to 300,000 in value, on a quarterly basis.

. Order equipment, establish storage and deployment locations,

stage equipment, supervise off-site disposal arrangements and pickups,

manage all serviced data centers, add /remove inventory to / from

asset management software.

. Management of project timelines, schedules. Management of team

members, training and development.(staffed at 6 persons)

. Regional management responsibilities included - monthly install

reporting, quarterly staff evaluations and yearly budget review and

cost analysis.

. Assisted local infrastructure teams with warranty and other

vendor related interaction. Customer facing was a daily requirement

with this position. Met weekly with Senior Level Management & Team

Leaders surrounding project planning, scheduling of deliverables,

deployments and scope of major refresh projects. This encompassed

both new hardware and software deployments.

W.L. Gore & Associates, Elkton, MD (2004 - 2007)

Lead Analyst

. Provided onsite and remote support of a LAN / WAN infrastructure in a

mixed Novell / Windows environment; including 24x7 on-call duty,

troubleshooting hardware, OS, and applications.

. Remote support of broadband connectivity, account provisioning, email

(Outlook, BlackBerry, Lotus Notes) and Windows installations,

configuration, and upgrade issues. Maintained and monitored support

for all TCP/IP network configurations, DNS, PROXY and printer

configurations and profiles.

. Client configuration and administration of MAS, VPN and Radius Secure

ID accounts and connections as required to secure a connection to

various sites.

. Supported various make and models of DELL and HP desktops and

Blackberry's for Medical Product divisions.

. Assisted Data Center Personnel in performing server 2003 builds,

racking, wiring, repairs, upgrades, migrations, performance

optimizations and monitoring, backups, restores, asset management,

disaster recovery, security patching and audits.

. Assisted with server and client infrastructure and architecture

changes resulting from moves, of two acquired businesses in Northern

NJ.

. Assisted Data Center Personnel with Consolidation and removal of

some Windows 2000 servers through taking advantage of underutilized

processors, memory, disk, and power resources, while reducing warranty

costs, power consumption, heat production, and space requirements.

PROFESSIONAL CERTIFICATIONS, TRAINING, AND PUBLICATIONS

CCNA (Current Study)

Windows 8 (Current Study)

Microsoft SharePoint (2007-2010)

Dell Certified Technician (2007-2010)

HP Certified Technician (2007-2010)

Novell Networks Management: Netware 6 (2008)

Novell Zenworks Desktop Management (2008)

BlackBerry Enterprise Server (2006)

Microsoft Certified System Engineer Course Work (MCSE)(1998)

Microsoft Certified Professional (MCP)(1996)

CompTIA A+ Certified (1995)

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