Customer Service Engineer
Resume:
Charles A. Carle
Rocky Mount, NC 27801
571-***-**** (c)
*******@***.***
COLLEGE & PROFESSIONAL EDUCATION:
Northern Virginia Community College - Annandale, VA. 1989-1992
Associates of Science Degree - Computer Information Systems /Systems
Analyst
MILITARY SERVICE EXPERIENCE:
United States Marine Corps 1983-1989 - United States Military
Honorable Discharge
CAREER EXPERIENCE:
Commonwealth of Virginia (COVA) - State Government & Public Universities /
Colleges
1996 to 2012
Accomplishments include:
Virginia Information Technology Agency (VITA) Northrop Grumman
Partnership
. Senior Systems Engineer, 1997-2012: a Senior Team Member with
day-to-day oversight of Information Technology Support for State
Government Agency Customer Sites and Facilities throughout 5 Counties
in Northern Virginia and many thousands of End-users. Planned,
directed, coordinated and implemented the design, installation, and
connectivity of computers and telecommunications networks, IP
addressing, Active Domain integration, Database Servers, Web Site
Hosting, and Collaborative Applications (Email, Share Point, Financial
Management systems, Timekeeping) etc. to ensure stable operations of
VITA-Northrop Grumman assets. Primary duties included developing,
configuring, maintaining, supporting, and optimizing new and existing
computer hardware, software, and data communications. Successfully
implemented multiple domain migrations and security cut overs to VITA-
Northrop Grumman Data Centers. Supervised projects and work for
Vendor Contractors to meet pre-determined scope of work goals and
tasking to resolve end user hardware and software problems in a timely
manner; served as VCCC Helpdesk Regional Point of Contact for Customer
Agencies to ensure that end users received the appropriate assistance.
This included identification, prioritization, and resolution of
helpdesk tickets, monitoring, tracking, and coordination with other
VITA Staff working in other locations in the State to address problem
areas that may affect Customer service level agreements supporting
3000+ Windows XP-2007 desktop computers, 200+ Windows 2000-2008
Servers, Active Directories Domain Management, MS-Exchange Servers,
numerous versions Cisco IOS switches, Routers and Firewalls, WAN
Circuits, Frame-Relay; TCP-IP, DNS, DHCP, MPLS, DMZ, vLAN, VPN
Switches, v4.11-v5.12 Novell Netware Servers/eDirectory, Symantec
Backup Exec and CAI Enterprise Backup Servers, and numerous hardware
autoloader tape libraries. Performed Database Server Administration
duties: design, install, monitor, and maintain production and
development servers to insure the highest levels of data availability
for Customer software; Microsoft SQL, CACHE RDBMS, Sybase SQL. Also,
proficient using IIS / ISA, WSUS, ALTIRIS and Web Application Servers
as well.
. George Mason University, University Computing & Information
Services/Telecommunications & Client Support, Computer Systems
Engineer- 1996 to 1997
Accomplishments include:
Network architectural design and planning; also technical support for
hardware and software as well as resource selection and acquisitions;
participated in the implementation of the Fairfax County Campus
Enterprise Network backup disaster recovery system; implementing and
maintaining Novell Netware v3.11-v4x operating systems on designated
Tricord and Compaq fileservers; also, integrated Exabyte storage
libraries and tape autoloaders to capture/ recover data located on
distributed production fileservers; migrating, consolidating, and co-
locating End-user's data; re-engineered data processing and access to
software applications; relocated proprietary software and resources
from production Compaq fileservers to Tricord fileservers. Prior to
separating from employment: developed the methodology to standardized
the x.500 Directory Tree naming conventions; and participated in the
beginning stages of the Email system upgrade.
County of Fairfax, Virginia - Local Government & K12 Schools Public
Education
1991 to 2000
Accomplishments include:
1996 to 2000 (Part-time evenings and weekends)
Fairfax County Public Schools - Adult Evening and Continuing
Education; (Part-time Evenings and Weekends): Technology Classroom
Instructor - Network Operating Systems
Accomplishments include:
. Educating Students in Novell Netware v4 and v5 to prepare for
the Certified Novell Engineer (CNE) Test. Provided hardware and
software technical training in the following concentrations:
fileserver installation; configuration and troubleshooting; NDS design
concepts and administration; also, file system, print services, and
LAN management techniques.
1991 to 1996
Human Services - Office of Information Technology, Computer Systems
Analyst II/ Network Administrator;
Accomplishments include:
. Served as Technology Coordinator and Project Team Leader for
several Health and Human Services Agency initiatives; coordinated
technical staff work activities; prepared project work plans,
milestones, and delivery timetables. Ascertained logistics; defined
and documented workflows; provided status presentations; prepared cost
benefit analyses; conducted feasibility studies; developed management
information reports; prepared system and user documentation; developed
and implemented a training program for 600 County Employees;
participated in the creation and integration of the Human Services
Information Technology Help Desk across 20 plus Northern Virginia
Facilities. Additional Systems Analyst expertise includes:
participating in technical meetings to define baseline specifications
for relational database management systems and modeling diagrams;
defined database table definitions and developed Oracle server engine
requirements; participated in developing distributed relational
database management systems; authored a Request for Information and
Request for Proposals; participated in contract negotiations and final
awards. Hands-on technical expertise included: designing;
configuring; installing; and managing five Human Services Enterprise
Novell Netware 4 LANs that supported 1200 End-users located at five
regional Service Centers and the Government Center building located in
Fairfax, Virginia. The projects were concluded after 8 office
buildings were operational with: upgraded CAT5/CAT6 and Fiber Optics
cabling; Cisco routers; Ethernet switches; Compaq Enterprise
fileservers; TCP/IP, Commercial-Off-The-Shelf software on 700 Windows
and IBM OS/2 Desktop Computers; Oracle 6-8 RDBMS Servers,
PowerBuilder, DbaseIII/IV/V and Paradox application developer; and
installed enterprise network printing.
United States Department of Agriculture (USDA) - The Graduate School,
Washington, DC
1989 to 1991
Computer Specialist - Computer Science Training Department,
Accomplishments include:
. Providing technical support and services to Federal Government
Employees in training classrooms, USDA Employees, Instructors, and
contractors. Responsible for Administration Offices and Training
Center's Local Area Networks; to include 4 fileservers and 250 Desktop
Computers; procurement and acquisition of computer hardware and
software; fileserver and desktop installations; systems
administration, and maintaining the following technologies: Netware 2x-
3x, Banyan Vines/Street Talk, and OS/2-Warp; IBM AS400/AIX Servers,
Terminal Service Client PC's connectivity software; Micro Programming
language compilers(C, C++, FORTRAN, COBOL, ALC, CLIST, SPF, ISPF-TSO,
QMF, and CICS). Databases included Oracle 5.lc-6.0; Ada-Base,
DbaseIII/IV/V and Paradox.
Brookvale Computer Associates, Rent-A-PC - Hauppauge, New York / Falls
Church, Virginia
1987 to 1989
Computer Installer, Trade Show Representative
Accomplishments include:
. Supported technology systems and services for Technology Trade
Show Vendors and Government Agencies, Trade Organizations; Colleges
and Universities. Installed computer hardware and software for IBM
Compatible PCs, Macintosh, Video Projection Systems, Network
Interfaces Cards, OCR's, Graphics Adapters, Modems and Office
Automation.
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