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Customer Service Manager

Location:
Toledo, OH
Posted:
August 06, 2014

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Resume:

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CAIMP F. BAILEY

**** ******** ****. *****

Toledo, Ohio 43607

Phone: 419-***-****

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PROFESSIONAL SUMMARY

Skilled and accomplished IT Systems Professional with over 20 years

experience in IT Systems support, IT Infrastructure management and Network

management.

> Extensive background in study and analysis of IT systems requirements for

design, configuration and management of LAN and WAN along with management

of servers.

> Expertise in setting up and managing Unity, Unity Express, Cisco Call

manager 5/6.1 and Express VOIP phones and video over IP.

> Expertise in IP phone implementation: Design, planning, Document buildup,

Call routing, Auto attendants, IVR integration, QoS, budgets, and

timeframe.

> Has considerable experience of working in the automotive industry

environment with in-depth knowledge of EDI/JIT concepts.

> Well-versed with set up, configuration and management of Citrix Servers

and VM Ware. XenApps/Appsense applications.

> Hands-on experience in design, setup and management of "Just in Time"

production systems including XP controlled shop-floor systems for

production.

> Adept at preparation of documentation, training materials and status

reports to provide feedback to senior managers.

> An excellent communicator with keen analytical ability and problem

solving skills. Demonstrated ability to work independently as well as

collaboratively in team environment.

TECHNICAL SKILLS

Networks: LAN, WAN, Novell Networks (Token ring and EtherNet),

Internetworking,

TCP/IP networks, FDDI Networks, FrameRelay, MPLS, and VPN.

Servers: Windows NT, 2000 and 2003 servers, Citrix Server, Lotus

Notes, Exchange

Protocols: SNMP, SNA, GOSIP, OSPF, TCP/IP, MPLS, SIP.

Routers: Cisco and Nortel routers

Operating Systems: VM Ware 3-4.1 vCenter, OS/2, UNIX, Windows

2000/2003/XP/Vista/7, Windows NT, Novell 2.11 - 5.1

Others: C++, SQL Server, Crystal Reports, Chameleon NFS,

Attachmate, SMS/SCCM.

PROFESSIONAL EXPERIENCE

Aktion Associates Inc. - Toledo, OH Feb

2012 to Present

Network Engineer/IT Consultant

. VM Ware vSphere 4.1 to 5.1 Installations, P2V processes, Configuration,

training, Implementing Disaster Recovery. vCenter, vSphere

. Server configuration design, Microsoft server 2003 - 2012, Exchange 2000

- 2010

. Cloud base services, customer support, network design.

. Nas/Das, and SAN experience. Infrastructure Provisioning.

. Tablet computing consulting, Dell, HP, IBM Server hardware experience.

. Data center design, Infrastructure wiring.

. IBM Blades, HP SAN, IBM stand a lone servers. Cisco routers, switches,

Juniper Routers, Pix firewalls, checkpoint firewalls.

. HMI and Hand scanner experience.

OnForce.com/Fieldnation.com - Metro Toledo, OH/Metro Detroit, MI Areas

June 2008 to Jan 2012

Service Engineer/independent contractor

. Customer service, network troubleshooting, I.T. repairs, for various

companies.

. McKesson Acudose software and Medical cabinet trouble shooting, for local

Hospitals.

. VoIP solutions, installs, and configuration for Avis locations, .Net

programming, Wifi Setup and Configuration.

. VM Ware 4.1to 5.1, vCenter migration for Lowes.

. Hancock-wood electric GPRS project. Fiber upgrade.

. Fiber cabling for Lowes, and network upgrades. Migration support to VM

ware, Setup. And configuration of Citrix servers.

. Windows 7 migration and project management, for Auto Zone locations.

. P2V using vCenter stand alone. VM ware upgrades to 5.1

. Checkpoint and Other 3rd party firewalls.

Prestolite Electric Inc. - Plymouth, MI Feb

2007 to May 2008

Manager of Systems & Network Administration

. Responsible for design, configuration, and management of LAN and Global

WAN. Catering to

network requirements of Trucking/Military environment.

. Implemented SAP ERP system at China and Argentina plants.

. Responsible for Oracle to SAP migration at US plants.

. Responsible for Mdaemon to Exchange 2007 Email migration at all locations

globally.

. Responsible for planning, design, and implementation of Global VoIP phone

system. Including Meeting with vendors, evaluation of equipment, team

management.

. Setup and managed Cisco Call Manager 5/6.1, Cisco IP phones, and IP

security cameras.

. Setup and configured Unity Express. Upgraded to Unity.

. Setup and configured Cisco routers and switches.

. Setup and managed VM Ware servers. vSphere, EXS 4.5-5.0

. HP Blades, EMC storage arrays, Equal Logic SAN

. Setup and managed Global Email system. Running Exchange 2007.

. Designed and Setup Citrix/terminal servers at Global locations.

. Setup, and Managed Citrix XenApps, Terminal services policies.

. Supervised Global I.T. team covering: USA, UK, Argentina, and China

operations.

. Responsible for Planning and implementation of MPLS Network.

. IT Project management for Global IT organization. Including budgets.

Responsible for upgrading and redesigning Computer rooms. USA, UK, and

China.

. Responsible for Backup power systems, and disaster recovery planning.

. Responsible for EPO Server for American plants, Symantec Enterprize for

Over seas operations.

. Responsible for Planning, design, and implementation of data center move

to new building.

. Setup and managed Black berry Enterprise server.

. Skills used: Cisco IPT, Cisco CER, Cisco ASA, Cisco Wireless, PBX Telco,

VM Ware, BIS, Notify Server, Dynamics AX 5.0, WSUS.

New Mather Metals Inc. - Toledo, OH Jan

2002 to Dec 2006

Corporate I.T. Specialist

. Responsible for design, configuration, and management of LAN and WAN to

cater to network requirements in auto industry environment.

. Responsible for planning, project management of phone system migration

from PBX to VoIP system. This was done for Corporate HQ, and 3 plants.

. Setup and managed Cisco Call Manager Express and IP network video for

security and production control.

. Responsible for design, setup, and management of "Just in Time"

production systems.

. Responsible for Kronos clocks. Instalation, Configuration, and Kronos

WorkForce Central 5.2

. Setup and manage Exchange 2003 servers, 2003 Active directory servers,

2003 Terminal servers and 2003 Anti Virus and Spam Servers. Setup and

Managed AS400 (iSeries).

. Work on setup and management of wireless network. Along with

responsibility for Cisco routers, Pix firewalls, Checkpoint and Other 3rd

party firewalls.

. Responsible for network cabling utilizing Cat5e and fiber and setup NAS

drives.

. Responsible for System side ERP implementation (SAP, Visual

Manufacturing) and also worked on EDI for two remote plant locations as

well as corporate office location. BI solution planning.

. Implemented Microsoft Dynamics AX 4.1/5.0 at Franklin, KY plant for

testing and prove out purposes before going with Visual. Ran on this

platform for 14 months.

Accomplishments:

. Successfully maintained 97% yearly network up time.

. Built network for both plants $130,000.00 under budget.

. Achieved savings worth $90,000.00 per year I.T. in operating expenses.

. Skills used: Citrix/Terminal server, Mcafee server, Citrix Xen Desktop,

Cisco Switches, Cisco IPT, Cisco CER, Cisco Pix, PeopleNet Truck

Tracking, Mfg/Pro, Windows 2000/2003 server

Kmart International Headquarters - Troy, MI Jan

2000 to Jan 2002

Supervisor/Level III, Deployment Operations Center

. Supervised and provided third level support for D.O.C.

. Managed a team of 17 level I and Level II engineers responsible for

configuration and troubleshooting of Cisco switches and routers.

. Responsible for operational status of T1's, frame lines, firewalls, and

dial backup lines for all Kmart stores.

. Responsible for management of NT based network using IP, server setup,

and configuration.

. Setup, managed, documented remote network support systems and software.

. Responsible for Unix Administration and Network Security

. Skills used: HP openview, Cisco IPT, Cisco CER, Cisco switches

Johnson Controls Inc, Detroit, MI July 1998 to

Dec 1999

Information Technology Supervisor

. Responsible for design, setup, and management of "Just in Time"

production systems that included NT controlled shop-floor systems for

production, Unix (HP) systems for financials/inventory control, and

Netware for LAN in auto industry environment.

. SAP, Oracle system architecture. BI planning/BC planning.

. Responsible for data communications link (EDI), and network security with

GM's plants, supplying in sequence to their production lines.

. Setup and managed Lotus Notes Email server and Netware based LAN running

IP.

. Worked on PBX/Voice mail programming with 110 and 66 punch down blocks.

. Prepared documentation and worked on disaster recovery planning, and

backup of all servers.

. Skills used: Cisco IPT, Cisco CER, HP openview, Cisco routers.

Xycom Inc. World Headquarters, Saline, MI Nov

1996 to July 1998

Network Analyst (C.N.E.)

Xycom is involved with manufacturing of industrial computers

. Developed and advanced hardware and software systems, supporting Windows

based Netware and NT network.

. Setup and configured Cisco routers, Ascend/Max firewalls, and security of

both LAN and WAN communications to manage network requirements.

. Responsible for enterprise wide Server and workstation data backups.

. Imparted corporate training on PC's, Win95/NT, Lotus Notes, and Internet

usage.

K-Mart International Headquarters, Troy, MI July

1993 to Nov 1996

C.N.E.

. Supported Client/Server systems, Netware based network and desktop

systems.

. Responsible for data communications, system installation, upgrades,

trouble shooting, end user support, and technical consulting.

. Provided support for AS400 and RS6000 running TCP/IP, setup net view 6000

and frame relay.

Blue Cross & Blue Shield of Ohio, Toledo, OH Oct

1985 to May 1993

Marketing Proposal Analyst

. Provided guidance and support to teams at departmental level for writing

program codes and coordinated all activities associated with the PC/Unix

LAN based proposal rating system.

. Wrote all users manuals and developed training materials for the remote

rating system.

. Contributed to development of marketing plan and advertising/promotion

initiatives for the system.

. Responsible for conducting corporate wide training of hardware and

software and imparted training to brokers.

Accomplishments:

. Credited with successful automation of a process that was completed in

two weeks, with a team of 14.

. Successfully increased turn-around time to 5 minutes.

. Published manual with library of congress.

Contract Jobs:

2001/02 The Wellnessplan Detroit

Hipaa compliance, Disaster Recovery Planning, Network upgrade,

Data migration.

Medical information systems. Setup and configured Citrix

servers.

2006/07 Robert Half Consulting

ERP/EDI systems repair/design, backup/recovery system design.

2008 Alumi-Bunk Toledo June to Nov

Video over IP, data recovery, disaster planning, remote access.

2008 Marathon Petroleum Findlay, Ohio July to

January 2009

Installing, setup, and testing Cisco Routers/switches. PBX to IP

phone migration. Responsible for planning and project

management. This included 250 sites. Included: Network

analysis, Map Network, Deployment methods, wiring requirements.

This was a Allworx IP phone system. CDMA network, with radio

phones.

EDUCATION/ CERTIFICATIONS

. B.S. Computer Science & Engineering, University of Toledo, 1990, G.P.A.

2.9.

. Combat Engineering Degree, Army, 1987 - 1991

- Squad Leader for a combat engineer, network data comm. team, Honorable

Discharge

- Heavy Equipment Operators License, SPC, Programming.

- Data Communications/ TCP/IP Networks.

Certifications

1992/99 CNE

1994 CCNE

1999/01 MCSE

Seminars and Training

1992-99 Novell Netware training. (CNE) 1992/95

TCP/IP Internetworking

1998/99 TCP/IP training (certified) 2000/01 I.T.

Security training

1996/99 UNIX Machines class 1 & 2. 1994/99 Cisco

router (CCNE)

1998/01 Supporting and Using Windows 95/98/2000, NT Class

2004 Mastering Internet and Security training

2011 Kepner-Tregoe Problem Solving & Decision Making

Awards:

2004 Nominated to Computerworld's Premier 100 IT Leaders



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