Technical Support Customer Service

Joshua K. Genin

646-***-**** *******@*****.***

Senior Systems Administrator

IT Support ~ Server Support / Administration ~ Systems Administration ~ Network Support / Administration

Fast, flexible, and business-driven senior systems / network administrator and MCSE with eight years in-

house and consulting IT experience including multiple government contracts. Proven ability to

implement major multi-platform systems to solve business issues and substantially reduce downtime.

Track record of developing and implementing network security procedures and configurations to secure

previously severely infected systems. Expert with varied network monitoring tools. Background

providing 3rd-level advanced technical support. Excellent presenter / communicator with expertise in

developing / implementing training programs for both technical and extremely non-technical staff.

Technical Skills

Certification: CompTIA A+ Certification, Microsoft Certified Systems Engineer (MCSE)

Software Microsoft System Console, Office 2003 / 2007 / 2013, Outlook 2003 / 2010, Exchange 2003, 2007 and

& Tools: 2010; GFI Spam Essentials, Norton Anti-Virus 5.0/Corporate, ESET

NOD32 Antivirus 4,5 and 6. Symantec Backup Exec, Symantec Ghost 5.0 / 6.0, Reflections, Compaq

Insight Manager, SMS, Diskeeper, Right Fax, ArcServeIT, Remedy 4.05, Citrix, Help Star, HP

OpenView, Web Help Desk

Hardware: Dell PowerEdge, HP, Compaq Workstations / Servers, Toshiba and IBM Laptops, Nortel and Netopia

Switches / Routers, SonicWall firewalls, Numerous Peripherals / Devices

Platforms: Windows Server 2008, Windows Server 2003 R2, Windows SBS R2,

XP Home / Professional, Windows 2000 Professional / Server, Windows 7 Home and Professional,

Windows 8, NT 4.0 Workstation / Server, Windows Active Directory; Mac OS 10; Linux RHEL 3.8

Networking TCP/IP, LAN, WAN, VLAN, VPN, Access-Lists, ISDN, MSTP, DHCP, NetBEUI, RAS, DNS, WINS,

& Protocols: POP, FTP, SMTP and SNMP, Active Directory, Windows 2000 System Policies

Professional Experience

NYC Tech Guys, Brooklyn, NY 2012-2013

Systems Administrator

Provided day to day systems administration for diverse field of clients ranging from 3 users using

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workgroup based security to large domains with over 200 users and multiple locations

Provided day to day systems administration to company’s Managed Service clients, acting as sole source

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of support between client and company

Installed, configured and supported multiple installation of windows 2003 and 2008 R2 into many

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domains

OS Consulting, New York, NY. 2009 - 2011

Systems Administrator

Provided day to day systems administration for diverse field of clients ranging from 3 users using

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workgroup based security to large domains with over 200 usersand multple locations

Installed and configured new installation of Exchange 2007 server into several domains.

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Installed, configured and supported multiple installation of windows 2003 and 2008 R2 into many

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domains

Simple Source LLC, New York, NY. 2008 - 2010

Systems Administrator

Provided day to day systems administration for diverse field of clients ranging from 3 users using

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workgroup based security to multinational, multiple forest domains with 200 users

Installed and configured new installation of Exchange 2007 server into several domains.

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Installed, configured and supported multiple installation of windows 2003 and 2008 R2 into many

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domains

MCGRAW-HILL, New York, NY. 2008

Systems Administrator

Recruited for 6-month project to provide high-profile server administration, database administration,

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JOSHUA K. GENIN PAGE TWO

PROFESSIONAL EXPERIENCE

continued

Vendor interaction / quotes, and server builds for major publishing house with 700 end users.

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Remediate broken and neglected hardware, and lead cost-effective reestablishment of outdated warranties.

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Provide some project management for ad hoc projects as needed.

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Utilize Dell proprietary monitoring software (IT Assistant) to proactively identify and resolve hardware

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and performance issues before calls / trouble tickets arise.

IT CONSULTANCY, Various Locations, NY 1999 – 2011

Systems Administration & Network Administration Consultant

• AD Plumbing, 2009 – present: Provide day to day support of small office of 5 workstations and 3 printers.

Developed and implemented anti-viral procedures and configurations, successfully eliminating virus

infestation in all work stations. Recommended, purchased and configured new workstations to replace

inadequate aging workstations.

Epic Security, 2009 –

present: Provide day to day support of office of 12 workstations, 3 servers and 6 printers

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in a 24x7 environment. Implemented new backup design using external hard drive cartridge sinstead of old

tape drives. Recommended, purchased and configured new workstations to replace inadequate aging

workstations.

Brooklyn Economic Development Corporation, 2002

– 2007: Developed and implemented anti-viral procedures

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and configurations, successfully eliminating virus infestation across entire network of servers and work

stations. Designed / administered LAN; migrated from NT to 2000 Small Business Server Active Directory;

and oversaw backup recovery plan.

NY Industrial Retention Network, 1999

– 2008: Reduced downtime significantly and increased productivity by

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migrating networks and desktop systems from Windows NT to 2000. Designed, installed, and administered

10/100 based Ethernet Windows 2000 Active Directory-based LAN and Exchange 5.5 Server, including

migration, VPN access configuration, and routed environment implementation using DSL and Netopia

7200R router. Implemented Norton Anti-Virus Corporate 8.0 infrastructure on server and work stations.

Designed and implemented backup and disaster recovery using Veritas Backup-Exec.

Serious USA, 2006:

Upgraded legacy phone system to state-of-the-art VoIP system to increase voice / data

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capacity and reduce ongoing costs; standardized computer images in multi-platform Mac / PC environment

to enable better management and increased productivity.

Chase Manhattan Bank, 2000:

Supported 35-server NT network running PeopleSoft payroll database, including

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performing daily tape backup using Compaq automated tape library and ArcServe.

Manhattan GMAT, New York, NY 2004 – 2006 (partially concurrent)

IT Director

Built first Technical Support department for fast-paced, high-volume online test-preparation company.

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Hired, trained, and managed cross-functional team of 4 technical support professionals; developed and

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managed annual operating and capital budget of $25,000.

Oversaw wide range of technical support including tracking and resolution of all technical issues.

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Selected and configured hardware, established critical vendor relationships, and developed technical support

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processes, generating improved customer service and 100% increase in customer satisfaction.

Developed Terminal Service-based infrastructure that enabled customer access to company servers for

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document retrieval while ensuring 100% data security and sustaining GMAT brand.

Established MS Exchange structure / protocol that reduced Spam 90% and vastly increased productivity.

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JOSHUA K. GENIN PAGE THREE

PROFESSIONAL EXPERIENCE

continued

Montefiore Medical Center, Bronx, NY 2000 – 2004

Network Communication Specialist

Provided 3rd-level Windows support for varied desktop and network issues and diverse end user base with

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varied departmental needs and specialized systems.

Maintained department LAN documentation for 300 users, and providing LAN support on Nortel switches.

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Installed and supported hardware and software for network printing and other operations.

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Implemented new internship and recruitment program: interviewed, trained, and supervised interns,

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resulting in increased help desk performance and productivity.

Practicing Law Institute, New York, NY 1998 – 2000

Desktop / Network Support Specialist

Provided technical support for 35-server NT network supporting 200 end users.

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Tasked with configuring and maintaining systems, software, network protocols, and remote access laptops

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for local and geographically distributed employee base.

Served as system administrator for all Microsoft Exchange functions, managing user accounts and access,

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and configuring system protocols.

Installed and configured SQL 6.5 client software and ensured server connectivity.

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Previous Experience

Consultant, General Electric Financial Services, Stamford, CT, 1997 – 1998

Data Coordinator / Junior Help Desk, Brown Brothers Harriman and Co, New York, NY, 1990 – 1997

Education

QUEENS COLLEGE of the City University of New York, Systems Administration, 1999 – 2003

MICROSOFT, Microsoft Certified Systems Engineer (MCSE),

COMPTIA, A+ Certification

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