Customer Service Engineer

*** **** ** *. . ******, WA *****

PHONE 253-***-**** . E-MAIL ***********@*****.***

THOMAS D. NALI, JR

Objective

To Secure a position working in an Enterprise

environment where my experiences, commitment and

motivation can be effectively utilized.

Summary of qualifications

Provide excellent analytical and troubleshooting

skills; able to identify problems in initial stages

and execute quick resolution. I have experience in

an ITIL environment with Windows XP and Windows 7.

I am also familiar with mobile devices such as

Apple IOS, Blackberry and Droid. Cisco Voip

telephony and proficient with CA, Remedy and

Service Now ticketing systems.

Comp TIA Network+ July, 2011

Education

April, 2009 to June, 2011 Clover Park Technical

College Tacoma, WA

Associate's degree in Computer Networking &

Security Systems with my area of study was

Microsoft. I took an additional area of study in

Cisco. Classes included A+, Desktop Support,

Server+, Network+, Linux+, Security+, Data

Recovery, Contingency Planning, Telephony, Windows

Administration and Active Directory and Cisco

systems.

July, 1987 to November, 1987 US Army Basic Training

& Military Police Academy for the Army Reserve.

Military Education also included:

October, 1990 to Dec, 1990 US Army Engineer school

(Active Enlistment)

April, 1992 to May, 1992 Primary Leadership

Development Course

Work experience

Jul 2013 to present Service Desk Technician/

Incident Management for Adams Communication &

Engineering Technology supporting the VA Region 1

Enterprise network of over 6000 users. My

responsibilities are to perform tier 1 resolution

and tier 2 documentation supports. I work with;

Active Directory, Voip and Cell phones, Windows XP,

Windows 7, MS Office including Outlook,

troubleshooting and installing network printers

along with troubleshooting network issues and

several medical applications and devices used

throughout the VA Enterprise environment.

Nov 2011 to Jan 2013 Jr Operations Engineer/

Deskside Support for Catapult Technologies

supporting GSA Region 10 Enterprise Windows network

of over 500 users. My responsibilities have

included: New user setups in Active Directory along

with creating new computer accounts. Imaging new

computers with the current GSA image. Setup Voip

accounts and phones in Cisco Unified Provisioning

Manager. Working trouble tickets by remote or in

person at the Regional Office. VTC support on

Tandberg equipment. Troubleshooting and remediation

of hardware and software issues, network issues,

printer issues, VPN issues, Citrix issues, WebEX

issues, MS office, Nuance and Adobe issues and

other application issues. Virus removal or re-image

if the virus cannot be removed. Update inventory

when assigning new equipment. Setup new

workstations and also perform user moves within the

building. Elevate or remove permissions on files or

folders depending on the situation. Mapping network

drives. Transferring or working with other groups

or vendors to correct issues. I have been the eyes

and ears for Server Services to troubleshoot Server

issues in the data center. Some of the projects I

have done are re-cabling the data center, running

cable for new wireless access point additions.

Proper after hours shut down and power up of the

data center while the work was being done to the

electrical system.

Dec 2010 to June 2011 Algebra Tutor at CPTC. I

assisted fellow students with Algebra, Computer

applications and English.

Jun 2010 to Dec 2010 Helpdesk Internship @ CPTC

where I volunteered to do most of my internship

during the summer break to assist with several

classroom moves. I also got to perform a lot of

preventative maintenance and re-imaged some of the

out-dated classrooms. I also volunteered between

quarters to assist the instructors with re-imaging

the classrooms. I also coordinated the replacement

of all the servers in the Server+ classroom and

helped to set them up.

Tom Nali PC Repair April 2009 to June 2011 Self

Employment, I owned a computer repair business as a

Sole Proprietor where I would troubleshoot and

repair hardware and software issues on pc's and

laptops. I also setup wireless networks and

printers.

June 2000 to April, 2009 Self Employment, I owned

T&S Projects in which I specialized in Home Repair

& Remodeling where customer service was my first

priority. I wrote all my own contracts and

developed my troubleshooting skills to quickly

resolve issues.

Further employment history available including

military upon recommendation.

Contact this candidate