Customer Service Management

Luis Landron

[pic]

**** ********** **** ****: 239-253-

1877

Lehigh Acres, FL 33971 Email:

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

PROFESSIONAL SUMMARY

Highly dedicated and skilled IT professional with 15+ years of progressive

responsibilities managing multiple data centers while also trouble-shooting

MPLS and IPT converged network issues and server outages in a large-scale

corporate environment across multiple states. Led all 2nd tier support for

over infrastructure of 4000+ IPT phones, 250+ servers, including Exchange

2003 & Blackberry, and 2500 desktop & laptops. Fully bilingual in English

and Spanish.

EDUCATIONAL & TECHNICAL EXPERIENCE

University of Puerto Rico, B. S. in Computer Science

Polytechnic University of Puerto Rico, MBA International Enterprises

MCSE Training Program

Citrix Training Program

Microsoft Certified Professional

A+ Dell System Certified

ITIL in house training and experience

Knowledge and experience of SOX 404 compliance and change management

policies and procedures

WORK EXPERIENCE

Cerner Corporation (NASDAQ:CERN) - Cerner Corporation (Cerner) is a

supplier of healthcare information technology (HIT) solutions, healthcare

devices and related services.

Network Engineer

November 2010 - Present

. Responsible for local backup and tier 2 and 3 level support for of one

of our clients (NCH) using Remedy ticket system and Change Management

to track our work.

. Assist other engineers in networking deployments, upgrades and related

projects.

. Administer local Active Directory (AD) infrastructure including DNS,

WINS and DHCP administration.

. Work with the team deploying new wireless AP's and controllers as

needed for our client (NCH).

. Responsible for firewall configuration and administration, VPN

functionality, router and switch administration, software deployments,

custom reporting and change requests.

. Interacted frequently with end users (including senior-level

management) and vendors during trouble-shooting exercises and outages.

Maintained a calm, composed, and positive demeanor to help defuse user

frustrations or concerns when they arise.

RJE Telecom - A subsidiary of Dycom Industries (NYSE:DY) a leading provider

of specialty contracting services to the dynamic telecommunications and

infrastructure industry.

Systems Administrator

August 2008 - November 2010

. Accountable for all system & back-up administration of over 17+

servers located in 5 data centers around the US.

. Configured and administered over 2500 desktop and laptops to ensure

policy compliance

. Accountable for all administration and account management for Active

Directory (AD) and Blackberry internet mail services.

. Fielded all Service Desk 2nd and 3rd Tier Support utilizing Track-It

for work order management

. Responsible for desktop and server Symantec Endpoint antivirus

management and administration

. Responsible for DNS, WINS and DHCP administration

. Responsible for firewall configuration and administration, switch

administration as well as phone management and administration

. Interacted frequently with end users(including senior-level

management) and vendors during trouble-shooting exercises and outages.

Maintained a calm, composed, and positive demeanor to help defuse user

frustrations or concerns when they arise.

WCI Communities - a publicly-traded, national U.S. homebuilder generating

over $1.5 billion in revenues.

Systems Administrator

August 2001 - June 2008

. Accountable for all system & back-up administration of over 250+

servers located in 5 data centers

. Configured and administered over 2500 desktop and laptops to ensure

policy compliance

. Accountable for all administration and account management for Active

Directory (AD) and Exchange 2003 administration and RIM Blackberry

servers

. Accountable to ensure patch management completed utilizing WSUS & St

Bernard Update Expert

. Fielded all Service Desk 2nd Tier Support utilizing Track-It for work

order management

. Responsible for desktop and server Trend Antivirus management

. Provided Ironmail anti-Spam appliance support

. Supported Websense Internet filtering management

. Accountable for Dell OpenManage server management

. Responsible for DNS, WINS and DHCP administration

. Interacted frequently with a large number of end users, including

senior-level management, during trouble-shooting exercises and

maintained a calm, composed, and positive demeanor to help defuse user

frustrations or concerns

American Farms, Ltd - privately-held agricultural firm of annual &

perennial plants distributed through Home Depot, Lowes, Wal-Mart and other

independent plant nurseries.

Systems Specialist

November 1999 - August 2001

. Managed all company production operations including servers, networks,

and PCs and laptops

. Led a team of 20 administrators responsible for trouble-shooting all

infrastructure components

. Accountable for all back-up completion and implemented hardware fault

tolerance using RAID5

. Configured and maintained BayStack hubs, switches, and routers

. Scheduled all daily operation maintenance and special projects to

completion

. Led the Change Management process as Change Manager for all production

roll-outs of upgraded applications for quality assurance

Popular Mortgage (BPPR) - A finance service solutions provider with

operations in Puerto Rico, United States, the Caribbean and Latin America.

Systems & Desktop Technician

September 1996 - November 1999

. Responsible for managing and trouble-shooting a variety of operating

systems e.g. Windows NT, 95, 98, all running MS Office on a Novell

platform, as well as managing MAC OS machines.

. Managed all Server and PC administration including software updates

and hardware maintenance

. Administered nightly tape back-ups

. Managed all custom user profiles and account management

. First responder for network outages and support

. Excellent communication, troubleshooting and customer service skills.

. Wide breadth and depth of hardware and software knowledge.

TECHNICAL SKILLS:

. Windows Operating Systems - 95, 98, NT4, ME, 2000, XP, 2003, 2008, AIX

. Other Operating Systems - Novell 3.1 to 5.0, AS 400, MAC OS

. Active Directory design, implementation and administration

. Mail Servers - MS Exchange 5.5, 2000, 2003, 2007 incl. Outlook web

access, Blackberry, Novell GroupWise

. Antivirus Software - Trend Micro, NAI McAfee, Norton's, Symantec

Endpoint Protection

. Patch Management - Update Expert, WSUS, SCCM

. Backup Software - Veritas Backup Exec, ArcServ, Symantec Backup Exec

2010-2012

. Backup hardware - Dell, ADIC & Chi LTO2, DLT & DDS tape drives and

libraries

. Servers - Dell, HP and Compaq

. Storage - RAID, SAN, IP SAN, NAS, external drive arrays

. DHCP, DNS, WINS, IIS, SUS and CITRIX servers

. Applications - MS Office Suite, MS Visio, MS Project, QuickBooks,

Adobe, DPN, Lotus Notes

. Routers, Switches and Firewalls - Cisco, Nortel, WatchGuard,

Netscreen, ASA

. Network topologies - Ethernet, Token Ring

. Telecom Administration - IPT, CISCO Call Manager

. Admin tools - TrackIT, Remedy, SMS, PC Anywhere, Diskeeper, Hyena,

BindView, VNC

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