Customer Service Engineer

Nicholas Conger

**** ******* *** ● Montclair, Ca 91763 ● 805-***-**** ● ******************@*****.***

O V E R V I E W

Highly qualified Microsoft and Comptia certified IT professional with 6+ years experience in network and systems administration, system maintenance, technical troubleshooting, team building, new hire training, and infrastructure planning. Offering a strong background in IT combined with excellent customer service experience. Quick study, possessing a strong desire to expand technological knowledge and apply it to improving business performance. Proven record of success in improving technical systems and experience applying PC/Server hardware and software design, installation, administration, maintenance, implementation, and configuration to support growing business from small to enterprise-sized environments.

C E R T I F I C A T I O N S

Microsoft Certification License # E416-3169

Microsoft Certified Professional (MCP)

Microsoft Certified Solutions Associate (MCSA) Server 2012

Microsoft Certified Solutions Expert (MCSE) Server 2012 (In Progress)

Comptia Certification License # COMP001020474519

Comptia A+, Comptia Server+, Comptia Network+

T E C H N I C A L S U M M A R Y

Database Development: Microsoft (MS) Access, including Database Creation, Modification, Management and Adaptation, SQL Database and Query Language

Software Application/Productivity Tools: MS Office Suite (Word, Excel, PowerPoint, Access, Outlook, Frontpage), MS Visio, Windows Active Directory, Crystal Reports, AS/400, Lotus Notes

Networking: LANs, WANs, VLANs, Routers, Switches, Firewalls, TCP/IP, CCNA Courses

Hardware: PCs, Workstations, Macs, Server/PC (Assembly, Maintenance, Troubleshooting, Implementation), Backup Drives, CPUs, Motherboards, Peripherals, Backup Devices

Operating Systems: MS Windows OS Suite, MS Windows Server 2000-2012, Mac OS X, Remote Desktop

P R O F E S S I O N A L E X P E R I E N C E

COUNTRYWIDE FINANCIAL CORP / BANK OF AMERICA, Simi Valley, Ca (2002-2008)

Data Center Support Engineer – Wintel Server Engineering

Responsible for all day-to-day operational aspects of IT department, which included installation, maintenance, modification, racking, cabling, distribution, and implementation of hardware, software, and network connectivity for the 500+ existing servers and new builds throughout the large scale desktop/server Data Center.

Supported end-users with systems administration, including analyzing, designing, installing, maintaining, and repairing hardware, software, peripherals, and networks.

Delivered expert instructional technical support, developed protocols, and evaluated 10 new hires on server assembly and tape backup directory maintenance.

Improved efficiency of data re-collection and reduced transit time of tape backup media by 7 days by identifying and selecting data necessary for input and creating multi-department tape backup return database.

Organized and serviced fiber cables and switches in data center while simultaneously cataloging, adding, and tracking new and existing servers to the fiber switch room.

Responsible for all aspects of inter-departmental support including: desktop, servers, printing, networking, imagining, hardware, software, telecommuting, security, and software patching.

Accountable for increasing technical knowledge and hands-on experience, while duties included all aspects of PC/Server hardware and software maintenance across multi-departmental machines, while maintaining high ticket closure to uphold exemplary client support.

Oversaw and coordinated, with outside vendors, the receiving of servers on the loading dock and helped supervised the delegation of the installations to department team.

Improved efficiency of data re-collection and reduced transit time of tape backup media by 7 days by identifying and selecting data necessary for input and creating multi-department tape backup return database.

Proven ability to quickly learn and master new technologies while being equally successful in both team and self-directed settings.

Maximized efficiency by creating and maintaining accurate inventory of hardware and software on servers throughout the Data Center.

Innovated multi-functional training procedures using Word and Excel, and led creation and deployment of intensive training program for 10 new hires, increasing work productivity and reducing new hire lead and training time.

Productive in both team-based and self-managed projects; dedicated to maintaining up-to-date industry knowledge and IT skills.

Collaborated to conceptualize and originate Access Database for 250+ daily server backup tapes to be sent and recalled from offsite warehouse.

Responsible for maintenance, monitoring, and efficiency of Tape Backup Directory of minimum 250+ daily backup tapes to be sent offsite.

PRIMARY CARE PROVIDER/CONSULTING (2008-2015)

Served as full-time care provider for ill member of the family.

Installed, upgraded, and maintained PCs, peripherals, and home network equipment for small local businesses and personal acquaintances.

Able to keep current on all forms of technical skills through direct study and passing Comptia (A+, Network+, Server+) and Microsoft (MCP and MCSA) Certifications. Am currently preparing for Microsoft MCSE Exam.

E D U C A T I O N

CALIFORNIA STATE UNIVERSITY, NORTHRIDGE (CSUN), Northridge, CA

Bachelor of Science in Finance with Honors in Business / 3.5 GPA

Demonstrated outstanding scholastic performance as member of CSUN Business Honors Program and served as Director of Finance for CSUN Business Honors Association

Achieved recognition as Ernst & Young Sponsored Business Honors Case Competition Finalist and gave oral presentation to 15 business professionals and CEOs.

Elected to National Society of Collegiate Scholars, International Honor Society, and named to Dean’s List

MOORPARK COLLEGE, Moorpark, Ca

Associate Degree with Honors / 3.66 GPA

Earned membership in Alpha Gamma Sigma Scholastic Honor Society and named to Dean’s List

Excelled as a member of the Moorpark College Honors Program

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