Infrastructure Architect / Manager
Resume:
STEPHEN LUNSFORD
***** ***** **** ** *** N Apt **5 ● Austin, TX 78717 ● 858-***-**** ● *****@********.**
SUMMARY OF QUALIFICATIONS
Over 20 years of experience in directing and managing IT processes and teams. Expertise in network
analysis, design, implementation and support. Outstanding interpersonal, presentation and project
management skills. Strong commitment, vision and leadership skills and proven record of innovative
and effective staff development.
TECHNICAL EXPERTISE
Software: MS Office Suite, Project, Visio, iOS
Operating Microsoft Windows, Linux RHEL, MAC OS X, VMWare
Systems:
Networking Cisco, Dell Power Connect
Hardware: HP, IBM, Dell Servers; HP, Dell, EMC SANs
Databases: SQL, Oracle, DB2
PROFESSIONAL EXPERIENCE
Apple (Indianapolis, IN // Austin, TX)
7/2014 – present
Senior AppleCare iOS Advisor
Provide Tier 2 support for Apple iOS devices. This is the highest level of customer facing support
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Rated as Top Performer and a Mentor for new hire and struggling Advisors
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Represent Management on all customer issues relating to any case
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Troubleshoot hardware and software issues and provide resolution for customer, ensuring a world-
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class customer experience
Provide educational awareness of the functionality and capabilities of various Apple products
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Provided dedicated mentoring for newly promoted advisors to assist in learning of new tools and
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responsibilities as part of the Senior iOS Advisor role.
Completed a rotation to be part of the Apple QA software team for internal testing of AppleCare
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support tools.
Apple (Indianapolis, IN)
8/2013 – 7/2014
AppleCare iOS Advisor
Provide Tier 1 support for Apple products including iPhone, iPad, MacBooks and desktop Macs
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Troubleshoot hardware and software issues and provide resolution for customer, ensuring a world-
•
class customer experience
Provide educational awareness of the functionality and capabilities of various Apple products
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hh gregg (Indianapolis, IN) 8/2003 –
8/2013
Director, System Infrastructure (1/2012 – 8/2013)
Lead team of professionals responsible for 24/7 Tier 1 & 2 application, network and server
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support as well quality assurance testing
Manage vendor relationships, ensuring SLA commitments are met, strategic partnerships and
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enterprise consistency is maintained
Responsible for planning, tracking and ensuring adherence to departmental budget. Identify and
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lead strategic cost-containment efforts as business demands
Direct business continuity and disaster recovery planning for organization
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Oversight of SOX & PCI compliance efforts with coordination amongst IT operations
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Manager, Enterprise Servers & Data Center Operations (3/05-1/12)
Managed team of five individuals (5) responsible for all Enterprise servers, Data Centers & Tier 3
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desktop support
Responsible for performance of over 400 servers and 4000 desktops throughout the enterprise
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Oversaw data center operations as well as completed design, build and migration of data center
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to new facility
Led multiple successful migrations including Windows 2008, Excel 2007, VMWare 4.1 (majority of
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servers being virtual), and HP EVA SAN (15TB) migration to Dell Compellent SAN
Focus on world-class customer service and performance delivery
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Senior Systems Consultant (8/03 – 3/05)
Responsible for Intel-based servers on corporate network including hardware support, OS support,
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patches and operational metrics
Implemented dedicated and redundant DNS & DHCP servers
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Led Exchange 2000 & 2003 migrations
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Completed Brocade fiber switch migration to Cisco MDS 9000 director chassis with vSans
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Implemented Oracle Financials on Oracle RAC DB
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Designed and implemented VMWare ESX 2.5.2 farm
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ATA Airlines (Indianapolis, IN)
12/1997 – 08/2003
Systems Consultant
Complete project management (strategic planning, implementation, installation and support) of
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(34) enterprise Novell and (70) NT servers
Managed Windows NT4 to Windows 2000 migration including AD design, implementation, GPO
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implementation, FSMO role changes and DR planning
Led Netware 4.x and Netware 5.0 installations and migrations
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Directed company-wide migration from MS Mail to Exchange 5.5
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Federal Express (Indianapolis, IN) 9/1997 –
12/1997
Network Administrator (Contract Position)
Responsible for initial deployment of 150 PCs for new section of enterprise network at Indianapolis
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hub
Created user accounts, PC configurations, physical PC installation and network wiring changes
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Post-deployment user support with software assistance and hardware troubleshooting
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Assisted with server maintenance (Netware 4.11)
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K& J Communications, Data Processing Sciences and Union Federal Savings Bank
3/1989 – 9/1997
Customer Engineer, Network Administrator, PC Technician
Responsible for design, installation, maintenance and troubleshooting of small to medium-sized
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phone systems
Installation and maintenance of DSU/CSUs, modems, routers, multiplexes, hubs and switches
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Technical task ownership for design and implementation of small and medium LAN & WANs
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Responsible for installation, configuration and troubleshooting of PCs and printers at main office as
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well as branch locations
EDUCATION AND CERTIFICATIONS
Indiana University, Bloomington, IN (1987-1989)
Concentration on Math & Computer Science
RedHat Certified Technician
Microsoft MCSE
Novell CNE
PROFESSIONAL REFERENCES
Available as requested
Contact this candidate