Customer Service Manager
Resume:
James Rouhani
Palmetto, FL *****
************@*****.***
SUMMARY:
Over 11 years of extensive experience in networking (LAN and WAN), 15 years
of server and desktop support. Skilled at network design, project proposal
and management, testing, installation, maintenance and integration of new
technology with legacy systems. Excellent at rapid assessment and problem-
solving in order to troubleshoot dilemmas. Proficient in providing premium
support in all areas of end user hardware, server, and network setup and
repair. Capable of communicating complex technological concepts into simple
terms.
EDUCATION:
PMI Fundamentals of Project Management - 2014
ITIL Foundations Training - 2014
VMware ESX 5.0 ICM Training - 2011
Microsoft MCSA Training- 2010
Six Sigma Yellow Belt Training - 2010
Cisco Networking Academy CCNA Training - 2007
University of Mobile - Mobile, AL
Bachelor of Science Degree, December 2005
TECHNICAL SKILLS:
Hardware/Systems - Dell and HP rack mount servers, Cisco routers and
switches, HP Procurve network and SAN switches, Sonicwall NSA/UTM devices,
Barracuda Spam Firewall, Packeteer Packet Shaper, IBM AS/400, iSCSI and
Fibre Channel SAN.
Software - Microsoft Windows XP, 7, and 8.1, Windows Server 2003, 2008, and
2012, Exchange, Microsoft Lync, Microsoft Active Directory, Group policy,
RADIUS, LDAP, IIS Server, Microsoft SQL 2005, 2008, and 2012, Microsoft
Sharepoint 2007 and 2010, MYSQL, AS-400, Microsoft Office Enterprise 9x,
2000, XP, 2003, 2007, and 2010, WordPerfect, Linux, BSD, Solaris, HP-UX,
Novell, Lotus Notes, Lotus Sametime, Doubletake mirroring, VMWare Player,
Desktop, GSX server, VSphere, ESX/ESXi server 3.0, 4.0, 5.0, and 5.5,
Citrix, RDP, VPN, PCAnywhere, Dameware, VNC, Symantec Corporate Antivirus,
Trendmicro Corporate Antivirus, Webroot Spysweeper Enterprise, Grisoft AVG,
MacAfee Anti-virus, and Lavasoft Ad-aware, Yosemite Backup, CA Arcserve
Backup, Veritas Backup Exec, Microsoft NT Backup, HP Procurve Manager,
Symantec Ghost and G4L imaging software, PXE imaging, SCCM image deployment
and management, Marimba software deployment, Remedy, Peregrine, and
Perldesk helpdesk systems, Batch file scripting, VB scripting, C3ME/JDE ERP
software, Papercut printing and internet management software, Auditwizard
auditing software.
Networking - TCP/IP Ethernet Networking, Fiber optics, CAT5 & 6 cabling,
Wireless, IP Video, VOIP, DNS, DHCP, DMZ, NAT, VLAN, ACL's, Cisco IOS,
Subnetting, Supernetting, CIDR, BGP, OSPF, CDP, Spanning Tree, Public WAN
IP addressing, Packet sniffing, Ethereal, Snort, Honey-d Honeypot software,
LAN hardware/software administration, design, installation and
configuration.
EXPERIENCE:
2008 - Present: Technical Specialist, Baxter Healthcare - Bioscience IT
Provided 24X7 on call support as required in a FDA regulated and critical
pharmaceutical production environment.
Maintained a high level of technical support, and performed root cause
analysis for problems experienced within area of functional responsibility.
Designed, implemented and supported advanced and diverse technical
solutions that addressed complex business requirements.
Mentored and lead other staff members within functional teams.
Served as Subject Matter Expert (SME) for all areas of IT hardware
Worked with customers to develop technical specifications that met business
requirements for large and medium projects.
Identified and implemented process improvements in the architecture and
infrastructure of new and existing systems. Ensured improvements exceeded
future growth needs.
Provided technical support on Windows server and workstation environments.
Monitored system health of Microsoft Windows 2000/2003/2008/2012 SQL
servers.
Organized the research, capitol purchase, and implementation of VMware
ESXi/VSphere to provide high-availability for laboratory servers and
workstations.
Applied and verified Microsoft critical updates to Windows servers and
workstations.
Ensured 100% network connectivity via primary and backup circuits.
Investigated and identified technology to improve business for customers.
Actively pursued continuous improvement via Six Sigma/DMAIC strategies.
Created standard images for servers and desktops.
Carried the planning, design, and implementation of hardware and software
upgrades based on the Systems Development Life Cycle (SDLC).
Created new and modified existing Standard Operating Procedures (SOPs) for
the support of regulated systems.
Formed and lead sub-teams comprised of individuals from corporate's
businesses, functions, IT team and strategic vendors to address a specific
need or solution set.
Provided exemplary customer service to BioLife Centers, laboratory and
internal customers on a daily basis.
Managed the Nortel PBX telephone system.
2003 - 2008: Senior Network Administrator, University of Mobile
Provided top-tier support for all users, computers, and nodes in the areas
of hardware, systems, and networking.
Strengthened gateway security through the research, project proposal,
purchasing, testing implementation, and support of a Sonicwall 3060e
firewall UTM appliance.
Transformed the public IP systems onto a DMZ.
Established and administered servers running VMWARE Desktop, ESX, and GSX.
Planned and spearheaded Public IP address changeover from /28 to /23.
Managed multiple Cisco routers - 1800, 2500, and 2600 series.
Administered Novell GroupWise 6.5 server, researched, tested and performed
upgrade to 7.0.
Discovered flaw in previous backup schema, created new backup schema and
hardware upgrade.
Set up multiple VLAN system of networks.
Put into service a network of IP cameras to boost campus security. Assigned
separate VLAN ID to reduce network traffic on the main network.
Set up fiber-optic expansion on campus in order to bring more buildings
onto the corporate network. Managed multiple projects in all aspects from
start to finish.
Expanded copper network regularly. Handled multiple projects of
wiring/switch consolidation and replacement of aged cabling with CAT6 from
conception to post-implementation support.
Researched and put into action wireless network policy and setup. Verified
security was up to desired outcome.
Eliminated older anti-virus programs by installing improved corporate-
edition software. Greatly increased productivity while decreasing
infections.
Managed the helpdesk server including the hardware and the databases.
Established system documentation procedure for warranty, financial, and
informational auditing purposes.
Participated in the institution of policies and standard operating
procedures (SOP's) in the areas of network and hardware systems.
Collaboration in disaster planning and recovery of Network and Hardware
systems campus-wide.
Formulated long term goal strategies for my department.
Regularly utilized security and internal auditing practices to devise plans
to repair flaws.
Participated in relocation and upgrade of the main server room to on-campus
secure data center. Designed IT offices and upgraded data center.
Researched and proposed long-term power requirements and the purchasing of
backup generator power.
Handled quotes and purchasing of network, systems, hardware, and tools.
Presented budget recommendations to the Director of Information Technology
Services.
Supervised site licensing and campus agreements for the Network and Systems
groups.
Operated ITS' obsolescence program in order to provide the upgrade of older
systems servers, and network devices.
Maintained Health Information Portability and Accountability (HIPAA)
compliance within network and hardware systems.
Managed three directly reporting employees and delegated tasks. Supervised
and mentored student workers and provided technical training.
1999-2001: On-site Service Technician, Tech Advanced Computers
Provided on-site support to local businesses and clients.
Gained first-hand troubleshooting experience and problem-solving skills.
Installed network cabling and devices.
Set up and supported routers and servers.
Maintained travel and gas logs.
Handled in-house service workload and computer repair.
Participated in the building of new PC's during high demand.
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