Customer Service Software

Erick Pelen

*** *** ******

Haledon, NJ, *****

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

973-***-****

Network Administrator with twelve years of broad information technology

experience. An expert in Level 1-3 desktop support and enterprise server

administration including secure network implementation, Blackberry

Enterprise Server, and security software administration. Budget

conscience and bi-lingual professional focused on ever-improving

corporate technical capabilities and network reliability.

Professional Experience

Arrow Fastener Company., Corporate Headquarters, Saddle Brook, N.J.

Aug, 2013 to Oct, 2013

Arrow Fastener is a leader in manual, electric and cordless fastening

tools a proud member of the Masco family. Masco Corporation is one of the

world's largest manufacturers of brand-name consumer products.

Sr. Network Administrator

. Responsible for maintaining Network hardware architecture and

inventory, including end user support.

. Performed necessary troubleshooting, diagnostic, research, and

documentation of various LAN/VoIP data communications issues and

solutions.

. Provided helpdesk support to internal users and to external clients

using kaseya remote desktop platform.

. Install system updates and patches on servers and desktops using

kaseya system management.

. Administer and maintain end user accounts, permissions, and access

rights.

. Manage and/or provide guidance to junior members of the team.

. Responsible for troubleshooting workstations, networks, software

applications, phones, copiers, and other technologies.

DRS Technologies, Inc., Corporate Headquarters, Parsippany, N.J.

Sep, 2001 to March, 2013

DRS Technologies is a leading U.S. defense electronics manufacturer with

approximately $4.0 billion in annual revenue and ~10,000 employees

worldwide.

Network Administrator

. Lead administrator for corporate LAN support on a Windows 2003

domain.

. Responsible for the day-to-day network related operations on all

physical/virtual servers.

. Lead administrator for corporate backups and restores using EMC

avamar software.

. Set up and maintain user accounts.

. Improved network reliability by 90% and increased desktop link

speed to 1GB through full switch conversion by installing new cisco

switches.

. Expanded corporate technical services by introducing and

implementing a service desk ticketing system.

. Implemented standard PC configurations by creating an enterprise

Windows 7 image.

. Reduced hardware costs by $100,000 by standardizing computer

equipment across the enterprise.

. Developed and maintained computer inventory accounting system to

reduce outdated equipment.

. Lead the rollout of Live Meeting and are responsible for

maintenance of Office Communicator 2007 server.

. Administer network security by making sure all machines have

windows patches up to date.

. Responsible for enterprise Symantec Endpoint Security server;

encryption drive software.

. Responsible for Blackberry Enterprise Server and handheld devices

for more than 100 end users.

. Provide Level 3 desktop and network support for executive

management.

. Administer enterprise solution for critical patches using Shavlik

and Kace from Dell.

. Provide support for VPN users with RSA security hardware tokens.

. Lead program manager for global Cisco Telepresence systems.

. Provide support for mac users.

Desktop Helpdesk Support Skills

. Commitment to customer service by providing excellent professional

soft skills.

. Knowledge of installing, diagnosing, maintaining and upgrading

windows PC hardware/software.

. Experience supporting a broad array of mobile devices (Androids and

iOS)

. Respond to open support tickets by prioritizing the severity level

using servicedesk plus software.

. Follow up with customers to ensure issue has been resolved.

. Performed system imaging using the windows assessment and

deployment kit (Windows ADK).

. Blackberry desktop support, blackberry handheld activation,

wireless synchronization, and blackberry OS backup/restore.

. Maintain desktop support documentation, tracking of systems, and

purchasing requirements.

. Install network printers and configure printer settings for windows

and mac users.

. Respond to queries either in person or over the phone using remote

desktop and VPN connections.

. Educate computer users on outlook settings, provide training

manuals, and re-image computer systems.

. Communicate with different vendors to ensure system support,

warranties, or upgrades are current on vendors system.

. Responsible for computer inventory and software license

administration.

. Setup conference calls using cisco telepresence to connect with

various locations.

. Responsible for wireless connectivity for laptop users and guest

network.

Fujinon Medical Endoscopy, North American Headquarters, Wayne, N.J.

Aug, 1997 to Sep, 2001

Leading international supplier of endoscopy medical devices and

technology. Subsidiary of FujiFilm USA.

Computer Technician Level I

. Provided Level 1-2 desktop support to approximately 75 end users

. Responsible for network hardware and software upgrades

. Analyzed and custom built computers to outfit client requirements

. Provided technical telephone support

. Tested systems to ensure the elimination of bugs or viruses

. Changed data tapes for weekly backups

. Participated in on-site training sessions

. Responsible for computer inventory and endoscope equipment

. Rebuild dental camera equipment

. Install local printers, battery backups and windows updates

Knowledge of software & strong technical skills

. Efficient use of voip using shoretel phone systems and managing

user information off-site in the cloud.

. Experienced supporting a broad array of applications on Windows

XP/ Windows 7 and OS X, including Microsoft Office, email, visio,

and project.

. Efficient use of kaseya IT systems management web-based platform.

. Ability to multitask between projects and daily technical support

duties.

. Proven abilities to diagnose root cause of PC, servers or network

issues.

. Efficient use of vmware vsphere virtualization platform for cloud

infrastructures.

. Efficient use of acronis backup/recovery 10.

Education

2011: Windows 7 Administration Certification, Global Knowledge, New York,

NY

2005: Windows 2003 Server Certification, Global Knowledge, New York, NY

1997: Associate of Science, Computer Support and Network Administration,

Dover Business College, Paramus, NJ

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