JEFF HELLER

acqv3k@r.postjobfree.com 951-***-**** / 916-***-****

OBJECTIVE: To obtain a position that will allow me to use my managerial and/or technical experience within a Network or Operations Center and / or Help Desk / IT Customer and PC Support Environment.

MANAGERIAL AND TECHNICAL SUMMARY

A self-motivated, results-driven network operation center manager with hands on experience in all aspects of company and network operations. Have business background in music and streaming video industry, real estate, utilities, banking, retail, and manufacturing. Hired, built, managed, and reviewed 10-25 network operations personnel. Developed and implemented (POS) Point Of Sale processes and procedures for retail Environment and for network monitoring in a network operation center. Provided direct support for HP-Openview network node manager (NNM). Trouble shooting and repair of windows servers 2000, 2003, 2008 – along with reviewing and planning and designing and implementing Enterprise System Management (ESM) tools. Gathered data from trouble ticketing system, involving service level agreements and reported results to upper management. Provided FAQ problem management, documentation, and problem escalation on behalf of production processing environments. Lead weekly team meetings and communicated to senior management.

Technical skills includes: 24/7/365 systems administration, installations and upgrades, sever network maintenance, server and database administration, network maintenance and monitoring, provided backups, and disaster recovery. Also In charge of customer service, desktop and help desk support for IT.

SKILLS

MANAGERIAL

Project Management

Budgeting

Motivator

Process and Procedures

Scheduling

Quality Control

Quality Assurance

Vendor Management

Marketing

Sales Order Processing

Buying/Purchasing

Data Warehousing

SLA Management

Disaster Recovery

Change Management

Meeting Organizer

Supervisor

Trainer

Customer Service

Leadership / Team Builder

Break Fix - FAQ

Admissions Counselor

E-Commerce Mgmt

Conflict Support

Employee Staffing

Employee reviews

Credit Card Fraud

Check Fraud

Incident Management

TECHNICAL

Network Maintenance HTML .

ASP, PHP

SQL Server Administrator

AIX

Windows Server Administrator VPN Enterprise Manager

UNIX Server Administrator

Linux

Solari

Windows server 2003-2008

Backups

HP Openview NNM

DHCP

Terminal Service

Ping / Ipconfig

IBM Netview

SSL

Tivoli

Sniffer

Net Backup

Linux Server Administrator

IP / DNS

Windows 7

Hubs

CAT 6

Hardware Replacement

(POS) Point of sale

Credit Card Machines

More TECHNICAL

FTP / Remote Desktop

Intranet

SCADA

Legato

Networker

Remedy /HelpDesk

SNMP/SMTP/POP)

VOD -

Active Directory

Spider

Microsoft Office

Autocad

Query Analyzer

Expressions

Office 365

Telnet

Veratos

Encoding

Windows Media

Windows XP

Windows Vista

Routing

Switches

Web Site Development

Computer Hardware Repair

PC Charge Software

E-Commerce

VM-Ware / Logmein/

Desktop Support

PROFESSIONAL BACKGROUND

EMPLOYMENT:

FULL TIME: 3/2001 to Present

Accelerated Real Estate Schools aka Accredited Real Estate Schools Southern California, Corona, CA –Operations Manager, Network Operations, DBA/ Systems Administrator/ IT Customer Service

Provided on hands technical leadership, project management, training and research and development for online streaming video educational products. I monitor servers & networks systems for company. Provide incident management using Remedy, As Sys Admin I Add users and groups to (VPN) Vurtual Private Networks. Login to (VPN) using Log-me-in program or Remote Desktop to login to fix issues as needed. Responsible for server moves for retail and real estate educational environments. Managed up to 25 network operations adman’s and help desk personnel. Prepare and present Streaming Video encoding / W PowerPoint and audio presentations for online class products for students education. Reported to CFO and executive level management with regards to production, budgeting, training, research and development. Create escalation processes and procedures for users on servers to improve performance on the monitoring systems, with basic administration for break/fix, monitoring bandwidth, SMTP, CPU usage, disk space usage, and monitoring backups. Written FAQ database for NOC / Help Desk personnel to assist customers and for outages. Initiated a portal for e-learning which is used for in-house product training and customer courses. Developed escalation processes for online retail customers and online customer service training. Hired UNIX / Windows System Administrators, SQL Database Administrators, and Network Operations personnel. Schedule employee hours for a 24X7X365 support environment and perform annual reviews. Use of Social Media for advertising such as: blog, twitter, facebook, twitter, activerain, and YouTube. Written processes and procedures (Format: ISO-9000 ISO-9002) and facilitate training classes to team members for IT and real estate when needed. Work with outside vendors for installations and upgrades. Conduct ongoing maintenance and analysis of escalation processes for thresholds, monitoring and reporting. Available On Call 24 / 7 / 365 to telecommute when necessary.

Tools Use: Remote Desktop, Terminal Services, Logmein / Client, HP-Openview NNM, Tivoli, Microsoft Office Suite, VMWARE/ Logmein as used for multiple operating systems, Microsoft Web Essentials, Cute-FTP, Telnet, Ping, Dream Weaver, Flash, FrontPage, Windows 2003 Server, Windows 200*-****-**** Server, HPUX Servers, FTP, Storage Area Network, LVM, UNIX, Linux, Solaris, AIX, CGI, VTI, Active Directory, Active Server Pages, ASF, Windows OS 95, 98, 2000, NT, ME, XP, XP PRO, Vista Windows 7, 8 Apple OS 10, MS Office – MS-Word, Excel, Access, PowerPoint, Project, Scheduler, Network Monitoring, Remedy Ticketing, Vantage Point, Visual Basic 6 / Net + Programming, HTML, SQL, Query Analyzer, Visio, AutoCAD, Microsoft Expressions, Microsoft Movie Maker, Encoders, Sound Forge, VB Studio, Credit Card Machines & E-Commerce (POS)Point of sale, PC Charge Software.

12/2000 to 3/2001

Raging Wire Telecommunications, Sacramento, CA

Network Operations Center Manager

Built a staff of 12-18 system administrators and managed the Network Operations Center. Managed the server networks, with multiple customers who have unique network configurations and performance requirements. Responsibilities include selection and implementation of a network management monitoring and trouble ticketing system. Provide incident management using Remedy, also responsible for service level agreements (SLA) and shift scheduling. Ensured technical system problems are documented for daily reports and escalation follow ups are either resolved by the Network Operations Center (NOC) group or escalated to 3rd level support and resolved by them. Ensured all monitoring systems are properly functioning at all times. Managed all monitoring system improvements through the Project Management group and Change Management Process. In charge of: evaluating network performance, monitoring and troubleshooting server and internet problems, establishing policies and procedures, maintain reliability, implementing a disaster recovery plan, network backups, tape backups, tape management, taking calls from customers, and basic problem solving. Developed training materials and standard operating procedures. Continued to develop system overview and escalation documentation to ensure all process documentation is up to date. Performed employee evaluations for bonuses and raises.

Tools Used: UNIX/Linux/Solaris Administration, Tivoli, HP-Openview, Remedy, NT Administration, Microsoft Project, Office 2000, Windows 2000, MS Outlook Exchange, UNIX/Cisco/ NT (On-Call 24X7).

7/2000 to 4/2001 (Overlap because of Company being bought out.)

Hearme.com (Live communities) Mountain View, CA

Network Operations Center Manager

Responsible for day to day operations of a Unix Operations NOC Center. Managed a team of 10 NOC Jr. Systems Administrators. Provided leadership, direction, and motivation. Set schedules, wrote processes and procedures for training Jr. Administrators on monitoring, escalations and quick fixes at Hearme.com, which is a 24/7 operation. Worked closely with Sr. and Jr. System Administrators for problem fixes, monitoring load averages, CPU loads, disk space, internet usage, and security. In-charge of the change management process for the company. Worked side by side with the Operations Manager for special projects. As the NOC Manager, I trained and directed personnel to collect all aspects of data system activity for the NOC. More of my responsibilities included: planning, installation, operation, maintenance, staffing and control of all data communication, telecommunications and computing resources, scheduling, staffing and training of the NOC staff, supervising Jr. Sys Admin’s, evaluating network performance, performing employee evaluations for bonuses and raises, monitoring and troubleshooting server and internet problems, establishing policies and procedures, maintain reliability, implemented a disaster recovery plan, network backups, tape backups, tape management, taking calls from customers, and basic problem solving.

Tools Used: UNIX/Linux/Solaris Administration, Tivoli, HP-Openview, Remedy, NT Administration, Microsoft Project, Office 2000, Windows 2000, MS Outlook Exchange, UNIX/Cisco/ NT, SSH, Nwadmin, Dialup, Meeting Maker, Telecommuting (On-Call 24X7).

4/1995 to 5/2000

TMI Computers, Fair Oaks CA

Computer Repair/Consultant

Built and repaired computer Intel x-86 and clone systems and servers with installing hardware, motherboards, Ethernet cards, audio video cards, modems, hard drives, CD/DVD drives, RW-drives floppy, zip, memory, etc. Configured, programmed, and set up software for: Win 3.1, 95, 98, ME, XP, 2000, and NT. Installed LAN’s. Installed and configured operating systems and application programs for customers. Retail environment (POS) point of Sale, Credit Card machines. Provided customer support.

4/2000 to 6/2000

Providian (TEKSYSTEM), San Francisco, CA

Supervisor, Computer Operations (Contract)

This contract position required me to have an extensive computer production operations background. Managed production operations staff of 8 to 12 employees in a Unix and NT Novel environment and supporting a 24/7 network computing environment. Responsible for production and operational support functions in a client server environment. Providing incident management using Remedy. Directed and controlled the processing of production applications to meet the established objectives. Provided future needs, future workload, and resources. Planned for production processing and daily processing schedules. Ensured adequate, complete, clear, and concise production application documentation for production operations. Provided problem management, documentation, and problem escalation on behalf of production processing environments. Performed employee evaluations. Followed up on daily change implementation (change management) and worked with the development of staff to achieve successful change installations when necessary.

Environment was a financial institution, UNIX, NT, PC, NOVELL, Informix, FTP, lotus notes, remedy (On-Call 24X7)

1/1998 to 3/2000

Arcus Staffing/ Contracted to CAISO/ IBM Folsom, CA

Unix Computer Consultant (Contract)

Monitored multiple networks and 200 plus servers (from Sun Solaris, AIX, and HP using UNIX Commands to check CPU usage and load averages. Provide incident management using Remedy. Applications used: Netview 6000 (file systems monitoring with SNMP, TCP/IP and processes, CPU usage and load averaging monitoring), IMAC, Tivoli, SPIDER-ICCP applications for the deregulation of the power companies and GCP (Generation Control Project) monitoring the RIGS for CAISO. Capabilities include UNIX version upgrades, patches, LVM, NFS, writing scripts for back-up procedures, and user account creation/management. Extensive experience utilizing UNIX utilities such as, iostat, vmstat, ps, grep, sed, tr, AWK and shell programming. Technical Change Management Board Member. In charge of writing procedures and keeping updated shift logs and other duties assigned. Trained 12 to 15 employees on Legato tape backup processes. Performed backups using Legato’s nwadmin, networker, xrobot and understanding the fail codes and fixing the problems as they would occur with the jukebox. Dispatched calls to System Administrators. Help Desk Support, use of Remedy and DPU. Use of MS Office 97, Lotus Notes, Outlook 97, Internet, writing ping scripts, using TCP/IP addresses, routers, and hubs. SCADA and security monitoring of highly sensitive information. Escalation process severity 1,2,3,.

6/1997 to 12/1997

The Money Store, Sacramento, CA

UNIX Computer Operations

Monitored systems for regional and national servers using UNIX & NT commands and HP-Openview. Backed up tape drive information on loan boarding using Informix. When failures occurred, dispatching calls to Sys Admin.’s to come in and repair systems (servers, tape drives, configure systems, opening AR’s (Active Requests) on Remedy. Worked with the System Administrators and Help Desk support to create and solve AR’s. Wrote UNIX VI scripting for monitoring systems, cleaned tape drives, and other duties assigned. Help Desk knowledge of Lotus Notes, Remedy, Microsoft Office, TCP/IP Addresses, Routers etc. and other duties assigned.

3/1997 to 6/1997

NEOTEK Communications Inc. Sacramento, CA

Quality Manager/Trainer

Responsible for Quality ISO-9002 Implementation, Standard Operating Procedures, Repair Processes & Procedures, Document control for startup computer repair company, audited repair lines for cosmetics, electrical test, soldering audits, receiving and shipping inspections per customer and company standards to Mil specs & IPC-A-160 standards. ESD Certification Trainer, Soldering Trainer, Safety Implementation Trainer to OSHA Standards and customer satisfaction. In charge of quality issues and document control for the whole company. Safety and ESD Coordinator for the production line and Training Coordinator for the team.

1994 to 3/1997

ZYTEC Corporation, Lincoln, CA

Computer Test and Repair Operations / Quality Control

Team Lead for 20 employees. Performed employee evaluations. Repaired and troubleshooter on DDS DAT drives. Skilled in customer relations through the Catch program for the DDS 1 and 2 process. In charge of the ISO 9002 Implementation (flow charts and procedures, auditor for cosmetics, electrical testing, mechanical inspection), ESD Coordinator for the line, failure analysis for DOA and TTF's (times to failure) for the production line. Test and repair, receiving, shipping, UNIX / NT / Desktop Support, Help Desk for customer relations. Automated Testing and Repairs: HP Data Acquisition/Control Units - the HP-3497A, HP-6622A, Supply HP-7959, HP-3000, Products: HP - Othello, Macbeth, Tardis, Nestor, Power Supplies, HP Monitor Boards, and mechanism adjustment/alignment for PN-C1503-69027, PN-1533-69027, HP 9000 Unix (20 workstations computer network). Emulation of firmware on PC Boards.

EDUCATION

CCNA Certification – Received 2001 Serview, Orem Utah

Solaris UNIX

CalBRE Real Estate Broker’s License# 01234147

Arcus Staffing Home Study Courses- Unix Networking Programming Essentials & TCP/IP

IBM Microsoft MOUS Classes-MS PowerPoint, MS Excel, MS Word, MS Outlook, MS Access.

Zytec Corporation - Excel Management and Leadership Certificate, ISO-9002 & Quality MGR Repair Line Auditor

Seminar Education 1997 - Essentials of Excellent Customer Service Certified

Roland Corporation - MIDI Schooling Certificate 1995

Sacramento Army Depot - Electronic Certificate, Soldering, Mil Spec. Standards, repair and troubleshooting PC Boards, QA and QC for Computer repairs.

American River College - Electronic Studies & General Education

Weber State College - General Education, including Accounting

USMC – Warehousing 3051 MOS

Cordova Sr High Graduate

PROFESSIONAL REFERENCES

On Request

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