Customer Service Management
Resume:
H ENRY B. C ABUENA
**** *** ********** **. ********, TX
********@*****.***
INFORMATION TECHNOLOGY MANAGEMENT
Project Management Technical Excellence Process Improvement
Resourceful leader credited with 25 years’ experience in all facets of information technology management within high profile
corporations. Collaborates with management and customers to achieve business and financial objectives utilizing a well developed
ability to define and explain technical concepts. Instrumental in streamlining and improving processes, enhancing productivity, and
implementing new technology solutions.
Management Information Systems Disaster Recovery Field Liaison
Network Engineering Data/Server Management Customer Service
Project Management Scalability and Product Staff Recruiting
Data Security Extensions &Training
Strategic Planning Software Forecasting/Budgeting
Develop/Install/Upgrade Process Improvement
Purchasing/Inventory Control
TECHNICAL SKILLS
Software:Microsoft Office, ITIL,SQL 2008,AD Management Tools, Windows Server 2008, Novell Netware 4.12 GroupWise
Citrix, WinFrame, Lotus Notes, PeopleSoft, VMware VSphere,Linux, Maximo, Remedy, McAfee, PC Anywhere,
WordPerfect
Hardware:HP, IBM,DELL, APPLE, Toshiba, Sony, Samsung, Gateway 2000 NEC
Network:Token Ring, Ethernet, IPX/SPX, TCP/IP, DNS, DHCP, Network Printing, OU's and Login scripts, Remote Access
using WinFrame, Shiva Backup using Arcserve
PROFESSIONAL EXPERIENCE
BANK OF AMERICA, Plano, TX 2003 – Present
Consultant
Supports system services to 3000+ Home Loan Mortgage Fulfillment associates, both individually and as a team leader
Provides onsite support to 100+ Home Loan Mortgage application servers built on Fox Pro database environment for a
network distributed across the US
Produces enterprise reports using SQL Server Reporting Services (SSRS) and Excel pivot tables making use of multiple
value section in parameters pick list, cascading prompts, matrix dynamic reports and other features of reporting services
Creates packages using SQL Server Integration Services (SSIS) for data extraction from Flat Files and Excel Files using a
OLE DB provider to SQL server
Key Accomplishments:
Standardized the hardware and network configuration for Home Loan Mortgage application for optimal performance by
taking bandwidth assessment of each site location, replace all non Gig hardware and reimaging the workstations with the
older build date resulting in optimal application performance and reduction in database corruption
Improved vendor’s application performance by 50% by relocating 23 Home Loan Mortgage application servers to the bank
data center, coordinating with other technology teams to setup the backend configuration, physically relocating the servers at
the new data center and configuring each virtual device to right pods
HENRY B. CABUENA Resume, Page 2
Performed upgrade of Windows Server 2003 to 2008 for all Home Loan Mortgage application servers requiring coordination
with other technology teams, travel to different sites, backup of Home Loan Mortgage application, replacement of server
hardware, and testing of the application resulting in a reduction in business risk and standardizing the server hardware
Bank of America professional experience continued…
Upgraded workstation Windows XP to Windows 7 and replaced all non standard hardware by coordinating with technical
vendors to replace the hardware, performing backup of the user profile, and providing onsite support to address any issues
resulting in improved performance of application and the standardization of hardware and operating system
Reduced security access risk by conducting global group cleanup to remove global group and users who no longer use the
Home Loan Mortgage application by creating power shell script for each user profile
SONY PICTURES ENTERTAINMENT, Culver City, CA 2002 – 2003
Consultant – Team Leader
Managed one of 5 teams of 12 technical consultants to ensure that a Windows 95 workstation / hardware upgrade project was
successfully realized improving user experience with minimal production impact
Documented step by step procedures upgrade process and piloted several users for proof of concept ensuring the upgrade was
rolled out with minimal issues
Coordinated and implemented the installation and modification of new computer hardware and software to meet the
prioritized needs of the line of business
Served as liaison between line of business and technical consultants on all matters pertaining to use of information
technology support
Developed and implemented technical procedures to ensure proper and effective installation of new hardware and software
resulting in reduced down time for the user
FOX BROADCASTING COMPANY, Los Angeles, CA 1995 – 2001
Manager of System Technology
Provided network and desktop support to 600+ users in the fast paced environment of entertainment television
Supervised desktop team consisting of 4 System Analysts supporting all hardware and software, network issues, hiring
technical applicant, budgeting, and assessment of new technology
Developed the Foxmailer website providing instant information access for Fox affiliates resulting in savings of $400,000 per
year
Reduced computer upgrade costs by $20,000 with the development of a database to track computers, printers, applications
and computer warranties
Saved $25,000 by developing a database to track incoming help desk calls and each user profile
Managed the installation, maintenance and administration of 25 Netware 4.11 servers, 6 NT 4.0 servers and WinFrame server
Led the conversion of 600 + users from Token Ring to Ethernet, documented the software installation and company e mail
policy and implemented project plans for incoming projects
Performed setup and use of backup system consisting of ArcServe 6.1 and DLT 40/80/SDLT
Tested new hardware/software and set desktop standards maintaining updates and support for non standard package including
Donovan Stereo & Piano, BIA, Easylink, Galaxy Explorer, SNAP3, Wrap and STBS.
EDUCATION & CREDENTIALS
BS, Business Administration, California State University, Los Angeles, CA (1 semester completed)
Certificate, Computer & Electronic Technology, Computer Learning Center, Los Angeles, CA
Certificate, Customer Relations, Computer Learning Center, Los Angeles, CA
HENRY B. CABUENA Resume, Page 3
Training Courses:
Novell 4.x Basic and Advanced Training Windows Servers 2003 & 2008 Basic and Advanced Training
Cisco CNNA Training SQL Server 2008 Business Intelligence Development and Maintenance Certified
Microsoft Certified Professional Compaq Hardware Certified IBM Hardware Certified
APPLE Hardware Certified Hewlett Packard Hardware Certified Toshiba Hardware Certified
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