Customer Service Management

MIKLOS SARKOZI

412-***-**** ********@***.*** ** Hilltop Ct., New Kensington, PA

15068

Information Technology Professional / Business Development

** ***** ********** ************** *** management of networked, multi-

vendor computer systems, staff and vendors. Hands-on

install/configure/support of UNIX systems; Solaris, SunOS, HP-UX, AIX,

Linux, also Wintel and proprietary platforms. Infrastructure Project

Management through entire server life-cycle, integration through

decommission.

Skilled leadership, interpersonal, verbal/written communication, and

customer service skills.

Project Manager-(Service Integrator) / PNC Bank (August 2014 - January 2015

contract)

Using Clarity and Clearview tools, worked cross-functional technical

resources and PMO management to provide direction for TIS infrastructure

projects for Retail and AMG.

Desktop Migration / Deployment Team Lead / Peak Systems Inc. (Contracts)

Lead team of PC Technicians to replace old Wintel systems at Morgan

Stanley, UBS and Caterpillar offices for desktop migration Windows XP to

Windows 7. Follow-up support/training to resolve system configuration

issues. HP Multipurpose printer installs.

HP/ Morgan Stanley Sewickely, PA 15238 & Johnstown, PA 15905 (May-

June 2014)

Pittsburgh, PA 15212 (June 2014) & Monroeville, PA 15146 (June

2014)

United Bank of Switzerland Pittsburgh, PA 15212 & Sewickely, PA 15238

(June 2014)

Caterpillar Houston, PA 15240 (August 2014)

Network Technician Lead / Workmarket Inc./Concert Technologies/AT&T/VA

Hospitals

Oakland, Highlands, Aspinwall PA sites (July-August 2014)

Contract

Installation of T1 telecom equipment,

build/install/cable/configure/test, extend dmark

Vice President of Business Development & Director of Information Services

Abbott Research Group Inc. and CDA Research Group Inc.

Pittsburgh, PA 15238 (Dec 2011 - Nov 2013)

Computer support: Abbott Management Inc., CADA and VVV Medical Research

Group Inc.

Business Development activities & Information support activities

Part of a team that set sales goals and doubled core product sales in the

first year

Market analysis and product positioning campaigns retail and eCommerce

business

Building Sales affiliate program, product photography, TV commercial design

Design of marketing 'call sheet', eCommerce and weekly SEO discussions

Support of our FDA clinical trials and study support with independent labs

Selection of testing labs for medical products research and metals testing

work

Editorial and posting responsibility for company's promotional medical blog

Review order fulfillment vendor performance, EDI setup, setup of Amazon

sales

Quality Policy Manager maintaining ISO 13485 audit certification,

preparedness

Worked with HUD Auditors / produced Sage Timberline reports for tenant

accounts

Delivered Sage Platinum month-end, year-end accounting reports, closing GL

Responded to Customer care inquiries on WaterWorks and De Odor Works

products

Application for corporate membership in WBENC, WOSB, SAM and WPMSPC

Computer maintenance / Primary support Microsoft Windows SBS

Supported linux hosting servers, debugging php, GPG, Shopsite, web page

admin

Weekly updates of Windows operating systems, virus definitions and

utilities

Hardware and software refresh and updated network infrastructure

Maintenance of internet hosting for SSLs, email, domain names and eCommerce

Maintenance and modification of our company websites, content and function

Re-architected corporate email to gain reliability and speed for five

companies

Posting monthly product testimonials to our corporate web pages

Weekly sales reports, Google analysis, sales reporting for internal

management

Produced annual budget report, income statement and trail balance reports

Maintaining Sage Residential Management software in support of tenant

business

Maintaining Sage Timberline accounting software in support of all

businesses

All technical support of networked PC users multiple versions of Outlook

and OS

Managed vendor bidding for emergency generator replacement project

Modification as needed of Shopsite shopping cart software for online

business

Information Technology Project Lead & Production Lead

Management Science Associates Inc. Project/Product Management, (Nov. 2006-

Aug. 2011)

Technical Project Management

*Five years Project Management of Infrastructure supporting software

development group

*PM for Oracle DBA group utilizing RMAN and Veritas Netbackup, 12TB

of client data

*PM for Oracle DBAs implementing Dataguard & RAC, mission-critical

Appworx app

*Managed migration projects of Oracle instances from VMS platform to

AIX and linux

*Maintained WIKI postings, ran planning meetings and status emails

to convey project task status, milestones, schedule, and open

issues to keep stakeholders informed

*Managed Projects with MS Project and home-grown Request Manager

software

*EMC SMARTS monitoring implementation on Windows, AIX, Linux servers

*Migration of production data from aging Netware servers to Netapps

filers

*Implement / test BCV SAN mirroring solution for terabyte size Oracle

instance

*Project management work for business continuity, disaster recovery,

server availability

*Client projects in a mixed vendor environment: AIX, Linux,

Solaris,TRU64, Microsoft, Netware, OpenVMS, Oracle, EMC, Hitachi,

NetApp, Dell, HP, Sun

Technical support work

*Five years Project Management of Infrastructure supporting software

development group

*Datacenter technical liaison, defining solutions, managing resource

utilization

*Authored the adopted IMS backup policy, instance recovery and data

retention policy

*Documented the database recovery policy for Test, QA and Demo

database instances

*Defined and authored technical requirements document for SMARTS

implementation

*Supported request tracking software 'Request Manager'. Used

reporting statistics to help project owners manage their

projects. Did user acceptance testing of upgrades

*NMON System performance data collection and analysis, all AIX /Linux

IMS servers

*Assisted proof-of-concept testing Oracle RAC configuration on Linux

servers

*Certificate for MSA Leadership Course series and Associate member

BRCCI

Field Service Engineer, Hewlett Packard Co. Pittsburgh, PA (Sept. 2006 -

Oct. 2006) Supported the Eastern Operations field service division,

computer builds, installation, troubleshooting / repair of HP Proliant BL,

DL and ML systems for HP customers, on-call, account and parts management,

customer service calls, resolving hardware issues.

Hardware Services Lead Planner, Xerox-ACS Inc. Pittsburgh, PA (Dec. 2004 -

Sept 2006)

Project management of hardware server relocation projects: Chubb Insurance

and Mellon Bank.

Managed server implementation projects, resource management, ordered

datacenter power, cooling, network and rack space, arranged vendor

transport of systems, and installation.

Senior-level on-call hardware support of installed Midrange and Mainframe

hardware, client support of hardware shipment / installations, scheduled

IBM, Sun, HP vendor transport per established Datacenter change control

management policies and ISO2000 procedures. Rack-mount, repair, upgrade

server hardware, and manage datacenter incidents. Ran network and fiber

cables connecting server and SAN/NAS disk, removed legacy cabling.

*1st Annual ACS Hardware Compass Award winner, (team recognition of

contributions)

*2006 Certificates: MS XP Computer, Administering Linux, Firewall, Sarbanes-

Oxley Act

Network Documentation Specialist, Adelphia Communications/TEKsystems

Coudersport, PA (March 2004 - Sept 2004, 6-month contract)

Created Visio documentation for network and software engineering,

installed Solaris 8.0, Windows 2000/2003 server, Red Hat Linux, OS

security, patches and configured EMC SAN LUNs, maintained documentation of

cable lab in Dev, QA, Staging for software projects, Technical Project lead

VERITAS cluster, Sun/Oracle and software deployment BPI.

Customer Service Representative, Eckerd Health Services Inc. Pittsburgh, PA

(October 2003 - March 2004, while looking for Computer employment)

Customer service, retail and mail-order pharmacy phone support of user

benefits, HIPAA

Implementation Engineer, TEKsystems Inc./Global Systems Inc. Pittsburgh,

PA

(February 2004, worked one month contract while working full-time at

Eckerd Health)

Installed Solaris 9.0 / V880 server, (hardware & software) for Sirsi

PeopleSoft system

Lead Deployment Engineer, PNC bank / TEKsystems Inc. Pittsburgh, PA (May -

June 2003)

Managed teams for MS XP server deployment in a 'hands-on' capacity;

coordinated with branch management, pre-site planning, replacement of

Teller workstations and communication controllers. Validated proper system

function for user acceptance testing

Network Consulting Design Engineer, Fiserv Inc. Pittsburgh, PA (Oct 1999 -

Oct 2002)

Facilitate sale / support / initial sizing / design of UNIX and NT servers,

client network connectivity for implementation of InformEnt data warehouse

solutions. Evaluate complex performance metrics, implement improvements.

Benchmark application performance with developers to tune system and

database for desired performance of 36 client data warehouses.

*Five years Project Management of Infrastructure supporting software

development group

*Hardware sizing of Sun, Dell, HP and initial evaluation for support

of IBM platform

*Devised configuration build methodology to manage platform

performance variation

*Technical response to RFPs, RFIs, requests for quotes and

enhancements.

*Authored technical documents and 'Best Practice' papers for pre-

sales support

*Presented high-level technical proposals and solutions to client

executive staff

*Presented proposals with Sun, HP, IBM, Dell, Oracle, VERITAS,

Quantum solutions

*Participated in discovery / proposal of client network requirements

for solution design

*Produced annual system "Performance Report cards" to assist clients

budget planning

*Leveraged vendor relationships, for tech training, loaners and

improved margins.

*Senior Technical resource for PMs, Implementation Managers, unix &

Windows admins

*Founding member Systems Performance and member of Product Technology

committee

*Evaluated and proposed new technologies to set direction for the

InformEnt Division.

*Division recipient Employee Excellence award 2000 & Night on the

town award in 2001

Systems Support Engineer, Sun Microsystems Inc. Pgh, PA (April 1994 - July

16, 1999)

UNIX specialist with skills in enterprise computing, installing, upgrading,

troubleshooting all Sun and 3rd party network, software and hardware;

specialized in network and kernel support; second-level escalation for

Field Engineering and Sun Solution Centers; paged for on-site support of

mission-critical customers. Built partner relationships with IS staff at

assigned accounts using proactive support measures. Participated in pre-

sales technical support; designed and delivered technical training to

customers and in-house personnel; performed internal ISO audits and ISO

awareness training in U.S. offices to ensure BSI compliance, and held

'mock' audits to achieve corporate goals; maintained documentation and

software library; installed and configured Veritas, Legato, Oracle, Sybase

and other software for client systems.

Certifications from Sun Microsystems Inc. Pittsburgh, PA

Drake Certified Solaris Systems Administrator, Neville Clarke Certified

Internal Quality Auditor: ISO #0086C023896/1, StorTools Diagnostics

Certification: #24973 Sun Reseller Competency Certifications; Datacenter,

Network Storage, Cluster Sales

**Over 20 technical vendor training classes taken, list available upon

request

Systems Consultant, A.C. Coy Co., Pittsburgh, PA) (August 1993 - Feb

1994, contract)

Devised solution on UNIX system and Pentium PC, wrote programs in Microsoft

Visual C++, Transact-SQL and Bourne shell to implement an EDI system for a

transportation firm.

Systems Manager, U.S. District Court, Pittsburgh, PA (May 1991 - June

1993)

Managed technical support group for Clerk of Courts office, serving 13

District Justices, their staff, office of Administration, Operations,

Personnel, Finance and Procurement; designed and installed network

infrastructure for automated court docketing project; created tracking DB

for hardware and software inventory and software licensing; negotiated

contracts for improved service coverage at 50% reduced expenditure;

designed training courses with work-simulations. Implemented IT helpdesk /

captured metrics to improve training, and support. Planned IT staffing,

implemented Court 'firsts' of job-sharing and 'home office' for short-term

disability to leverage resources. Designed, installed, managed 3 Novell LAN

projects for court computing needs. Managed vendor construction raised-

floor computer room / automation offices.

Systems Administrator, Blue Cross/H.A.S R&D, Pittsburgh, PA (June 1990 -

May 1991)

Client-server support for 90 in-house users of PCs and UNIX hardware and

software; global corporate network support, resolved problems on SunOS,

Sybase's 4GL Relational database, FrameMaker, WordPerfect and PageMaker on

DOS; diagnosis, repair, hardware and software.

Information Software Analyst Prime Computer Inc. (June 1987 - August 1989)

Milford, MA

Analyzed and resolved problems using Prime Computer's 4GL database, graph,

spreadsheet, scheduler and mail for U.S.and global customers; implemented a

technical library system supporting 93 software analysts and managers;

managed, modified and maintained hardware, software, network configurations

of 15 Mini and Supermini computers corporate datacenter.

Hardware Technician, Forbes Health System, Pittsburgh, PA (Oct.19, 1985 -

May 14, 1987)

Maintained systems at 70 sites in 4 building and service continuity of

Technicon video-matrix terminals & printers, IBM 3270 terminals & printers

for a hospital system. Reconfigured network failures, made/ran cables,

designed classes, instructed users and 3rd shift engineers.

Computer Operator, Forbes Health System, Pittsburgh, PA (March 14, 1984 -

May 14, 1987)

Ran nightly core dumps after mainframe transmission, secured backups,

loaded software updates tapes, re-wrote maintenance schedule and refined

end-user documentation.

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