Customer Service Maintenance

Chippewa, PA

J OHN C . C OX 724-***-**** acpyr0@r.postjobfree.com

I N F O R M AT I O N T E C H N O L O G Y P R O F E S S I O N A L S Y S T E M A D M I N I S T R AT O R

Troubleshooting Networking Installations/Configurations

Dynamic IT Professional with experience providing top-level customer service coupled with strong technical knowledge

gained while working as a System Analyst. High expertise in the support of network systems to drive company growth

and technical innovation. Strong project management skills, with proven ability to direct large-scale development and

support initiatives. Proficient in determining system requirements and resolving technical issues quickly. Skilled in

providing effective leadership in fast-paced, deadline driven environments.

CORE COMPETENCIES

Network Design Network Administration Team Management

Mentor Trainer LAN/WAN

System Maintenance Network Enhancement Troubleshooting

Project Manager Project Design Deployment

SELECTED HIGHLIGHTS

Experienced troubleshooting and resolving issues with complex hardware, software and networking problems

Proficient in determining system requirements and resolving technical issues quickly

Initiated, developed and implemented a Visual Basic program that drastically reduces the touch and completion time

of the software portion of installing and configuring application software; project was self-initiated and intended to

maximize the utilization of resources by taking a proactive approach to automating and streamlining current

practices

Excellent communication skills proven by the ability to lead and interact with people from diverse backgrounds

Strong knowledge of hardware installations, configurations and replacements with expert knowledge of software

installation, configuration and support

Skilled at providing technical support and explaining technical terms/instructions in layman’s terms that non-

technical customers can easily understand

Received several “Above and Beyond” awards from management for outstanding performance, committed work

ethic and ability to resolve complex issues

PROFESSIONAL EXPERIENCE

American Airlines (US Airways Pre-Merger) Pittsburgh, PA 1999 - Present

SR LAN Technician III

Provide exceptional customer service while supporting more than 500 end users

Develop scripts utilized by operations support team to image workstations within the Operations Control Center to

increase team efficiency

Identify and implement process improvements to prevent outages and improve overall service quality for end users

Define the procedure and create documentation and training materials to onboard support staff in the proper use of

work order tracking and issue monitoring software

Create documents and processes to track physical inventory of parts and equipment, improving the team’s ability to

assess availability and utilize technology resources

Utilize extensive technical skills to assist with functionality questions, testing, implementation, and other deployment

and delivery functions to support the business and IT teams

Provide IT support for Operations Control Center which includes break/fix and maintenance of more than 1,000

computers and servers in a 24/7, high-stress, operationally critical environment

Support all facets of end-user computing including software/hardware installs, upgrades and overall maintenance of

PC desktop/laptop systems, software and peripherals to increase end-user efficiency

Closed more than 500 helpdesk tickets per year

Trained and mentor new employees with corporate infrastructure and help build their expertise in how to use the core

systems within the field

Improve stability and performance of system and networks

Provide Tier 1 and 2 help desk troubleshooting assistance, using Track-IT software for ticket logging

Provide high-level client support for computer and laptop end-users

Maintain excellent work relationships with vendors and manage group policies

Sabre / USAirways Account Pittsburgh, PA 1998 - 1999

Field Engineer – Pittsburgh International Airport

Provide IT support for Pittsburgh International Airport which includes break/fix and maintenance of more than 700

computers and servers in a 24/7, operationally critical environment

Support all facets of end-user computing including software/hardware installs, upgrades and overall maintenance of

PC desktop, software and peripherals to increase end-user efficiency

Provide Tier 1 and 2 help desk troubleshooting assistance, using software for ticket logging

Maintain excellent work relationships with vendors and manage group policies

Daily administration of 32 OS/2 Domain servers, 2 OS/2 Database servers, 3 Data Distribution servers, 2 Back office

servers and 12 PC Bridges between two networks

Worked as highest level technician in troubleshooting and repair within several Windows operating system

environments that included Windows, and OS/2 while also displaying and applying top tier repair knowledge in

desktop hardware

Applied expert knowledge in repair and technical inquiries to resolve email, operating systems, installations, virus

removal, printing and software related issues in a timely manner

Com-net Software Pittsburgh, PA 1991 - 1998

Site Manager – Pittsburgh International Airport

Administered and maintained Flight Information Display System (FIDS) for all airlines with in Pittsburgh

International Airport

Created preventive maintenance schedules and procedures for team to ensure customer satisfaction and consistent

quality of service

Trained and mentor new employees to help build their expertise in how to repair core systems within the field

Traveled to various locations to maintain and repair FIDS system for USAir, Continental And Delta, New Jersey

Transit and Metro North.

Supported software/hardware installs, upgrades and overall maintenance of cabling, line conditioners, modems and

CCTV systems to component level with minimal impact to operations efficiency

Maintain excellent work relationships with vendors

TECHNICAL SKILLS

Systems Architecture, Administration, and Operations

Project time, quality, human resource, communications and risk management

Strategic planning for technical infrastructure

Disaster recovery planning and testing, high-availability clusters and disaster-tolerant SAN storage architectures

Definition and implementation of corporate security policy for IT

Microsoft Windows 2000/2003/7/2008, Active Directory, VBScript, Microsoft SQL Server 2000/2008, Oracle

7/11g, Microsoft Exchange 5/2003/2007/2010, MS Terminal Services, Citrix (all versions), IIS, Lotus Notes 7, IBM

DB2, Oracle 7/8/10, Active Directory, Cisco IOS, Checkpoint.

Microsoft Office SharePoint Portal Server (MOSS 2003/2007/2010), Microsoft SharePoint Services

Cisco, Linux RedHat 3, Citrix (all versions)

Monitoring

Cacti, ntop, OpenNMS, Zenoss Enterprise 3.0, Nagios, GFI Network Server Monitor

Applications

All Microsoft Office products: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Project,

Microsoft Access, Microsoft InfoPath, Microsoft Publisher, Microsoft SharePoint Designer, Microsoft Visio

Microsoft Dynamics NAV (formerly Navision)

Microsoft CRM

mySAP

MFG/PRO

Operating Systems

Windows Server 2003 – 2008, Windows 7, Windows 8, Cisco IOS

Hardware

Dell Servers and storage, HP Servers and storage, Sonicwall Appliances, Cisco Routers and Switches

E D U C AT I O N

Penn Technical Institute, Pittsburgh, PA: 1990

Associate in Specialized Technology

ADDITIONAL CREDENTIALS

CERTIFICATIONS CompTIA A+, CompTIA Network +

VOLUNTEERISM LAN Administrator for Pathway Church

HOBBIES/INTEREST Camping, Karate and Running

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References: Available Upon Request

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