Manager Help Desk
Resume:
GEORGE R. DIVENS
West Palm Beach, FL 33413
Phone: 561-***-****
*******@*******.***
OBJECTIVE:
I am a versatile Information Technology professional with advanced Systems Administrator exper ience and sound
knowledge of UNIX® and Microsoft Windows® administration and software applications. I am seeking an exciting
opportunity that utilizes my diverse experience and education.
Technical Skills:
• Project management of Aplicor™ Customer Relations Management Software and development tools
• Extensive experience performing business application performance data analysis
• Proficiency in marketing and campaign management
• Proficiency with Microsoft Windows® operating systems and Microsoft Office® software applications, providing
help desk support
• Managing PeopleSoft® and Remedy® ticketing systems
• Experience with administration in a heterogeneous UNIX®/Windows®/Linux environment
• Knowledge and creation of network and system documentation
• Experience with SGI®, Irix® 6.5.x, Freebsd®, Solaris®, Linux®, and Microsoft® Windows installation and
configuration concepts
• Performance Monitoring and tuning
• Proficiency in intranet web browsers, including creating web pages
PROFESSIONAL SUMMARY:
For the past 31 months, I worked as a Technical Support Engineer assigned to project management of several Aplicor™
software products. I developed a strong background in Customer Relation Management and Enterprise Resource Planning
applications, tracking implementation processes and delivering products on schedule. Prior to Aplicor™, I worked as a
Systems Administrator for 16 months, performing a wide range of help desk support and large data center administration
and management for Technology Investments (TLO™). Prior to TLO™, I worked as a UNIX Systems Administrator for more
than 8 years for NTT™ Verio Global Communications. In this position, my role included 3 months working in Tokyo, Japan.
EMPLOYMENT HISTORY:
Technical Support Engineer
10/2012 - 05/2015 Aplicor LLC 1515 S Federal Hwy, Boca Raton, FL 33432
• Project manager, developing, creating, and modifying Aplicor™ software products utilizing general computer
applications and specialized in house programs
• Analyzing user requests and outlining the necessary software solutions to facilitate customer requirements
• Managing incident ticket process, setting priorities and following up with Development team
• Designing customer solutions or customizing software to optimize operational efficiency to meet best practices
• Analyzing the design within the application to streamline the customer’s experience
• Assigning and coordinating database and development tasks with Development team
• General help desk support
Systems Administrator/Help Desk Support
11/2010 - 05/2012 Technology Investments (TLO) 4530 Conference Way S., Boca Raton, FL
33431
• Systems Administrator/Help Desk Support
• Established and created an “Operation Procedures Manual” to detail all aspects of IT Operations
• Developed emergency measures to address terrorism threats, due to the high company profile
• Created and maintained Windows® Deployment Server images for mass deployment to desktop and laptop
systems
• Deployed, administered, and assisted users with desktop personal computing
• Help desk support locally and remote, ranging from printer installs and high end software support
• Support of Windows XP®, Windows 7®, Windows 8®, Linux®, Ubuntu®, and Macintosh® systems
• Administration of Remedy® ticketing system
• Administration of more than 1000 cloud-based Dell® PowerEdge servers
• Performed nightly server operations including maintenance, updates, and monitoring server system
performance
• Performed inventory and maintenance of hardware and software licenses
UNIX Systems Administrator
10/2000 - 03/2009 NTT Verio Global Communications 5050 Conference Way N., Boca Raton, FL
33431
• Responsible for low to high-end server administration (700+ servers worldwide) in a large-scale, multi-site
production environment
• Responsible for systems management, including support, server monitoring, evaluating performance and
conducting maintenance
• Maintenance of a variety of Unix Operating systems, including Irix®, Freebsd®, Solaris® and Linux®
• Knowledge of Apache, Bind, Sendmail and various other 3rd party applications
• Creating Excel® spreadsheets, MXL, and Perl scripts to monitor and report system performance and disk usage
• Upgrading servers as required, lessening impact on end-users to the extent possible
• Responsible for providing escalation support for unresolved client issues submitted by customer operations
• Coordinated activities with other divisions in the United States as well as Japan, Germany, Switzerland, and Spain
• Training Japanese Systems Administrators to develop skills with Boca Raton systems in Boca Raton
EDUCATION AND TRAINING
Completion Date Issuing Institution Location Qualification Course of Study
11/2011 CompTEC FL Certificate CompTIA A Plus
01/1995 Gateway Education Center FL Certificate UNIX Administration
01/1989 Tampa College FL 2 Year Diploma with Honors Computer Repair
Technician
01/1987 National Radio Institute MD Diploma with Honors Data Communications
OCCUPATIONAL LICENSES & CERTIFICATES
Certification Title Issuing Organization Completion Date
A Plus Certification CompTia 12/2010
HONORS & ACTIVITIES
• Graduated with Honors from Tampa College with Certificate as Computer Repair Technician
• Graduated with Honors from National Radio Institute with Certificate in Data Communications
• Served as president of the Clearwater YMCA Scuba Divers club for 2 years
• Served as Troop No. 9 Webelos leader and Pack Leader of the Cub Scouts of America
• Served as Troop No. 106 Scout Master and District Unit Commissioner for Boy Scouts of America
• Served as Camp Master and Service Core personnel at local Boy Scout Camps in Clearwater, FL. and Sand Hill, FL
• Awarded the Distinguished Service Award by the Boy Scouts of America
• Eagle Scout Presenter for several ceremonies honoring recipients of Eagle Awards on behalf of the Boy Scouts of
America
Detailed References
Neil Redmond, Chief Information Officer Rich Haney, IT Operations Manager
Aplicor LLC NTT/Verio
1515 South Federal Blvd. 3950 Barkis Ave
Boca Raton, FL 33431 Boynton Beach, FL 33436
561-***-**** Ext 1103 561-***-****
Direct report for approx. 3 years Business reference known for 15 years
Chad Conant, Customer Care Manager Wally Yoost, Executive Vice President of Operations
Aplicor TLO
1515 South Federal Blvd. 4530 Conference Way South
Boca Raton, FL 33431 Boca Raton, FL 33431
561-***-**** Ext 1127 561-***-****
Co-worker for approx. 3 years Business reference known for 3 years
Joe Belden, IT Operations Manager Roger Camp, Global Operations Business Analysis
TLO GE Aviation / Smiths Industries
4530 Conference Way South 14180 Roosevelt Blvd.
Boca Raton, FL 33431 Clearwater, FL 33762
Direct report for more than 2 years Business reference known for 15 years
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