Microsoft Office Technical Support

DANIEL MOORE

**** ********* **., ******, ** *****

Phone: 210-***-****, Email: acrif6@r.postjobfree.com

Career Summary

I am a focused, detail-oriented individual with a diverse technical background and a passion for new technologies and fast paced environments. I am able to multi-task with proficiency and have a track record of providing added value to clients through a mix of technology enhancements and business process improvements. I continue to pursue my love of technology through higher education (B.A. – Software Development) and professional certifications (CompTia [A+/Net+/Sec+/Project+], Javascript, Java, SQL, PERL). I’m an intelligent hard-working individual who enjoys new challenges and environments where I can grow both personally and professionally. I have a passion for software development and new technologies, and I’m looking forward to moving my career forward in that direction.

PROFESSIONAL EXPERIENCE

November 2014 to Present Link Solutions INC. Ft. Hood, TX (Network Enterprise Center)

Telecommunications Support (Inside Plant)

My team and I are responsible for supporting over 35,000 users on one of the largest military installations in the world. We configure, maintain and repair central office telephony equipment (voice and data) at 2 major hubs and 8 Remote Switching Centers spread out over approximately 340 sq. miles. I recently completed an initiative to update the aging Windows XP infrastructure to a more efficient, government approved Windows 7 environment.

Technical acumen for this position includes but is not limited to:

Proficiency with REMEDY ticketing system

Knowledge of the SL100/CS2100 and AVAYA AS5300 Central Office telephony management systems in support of the Department of the Army at Ft. Hood, TX (NEC).

Knowledge of supporting telephony hardware including but not limited to: Optera 5200 Advanced Services Platform, Nortel MG9000 Media Gateway, Nortel 5520 Gigabit POE switch.

Maintain operations of primary switch servers, including Windows Server and Linux implementations, and databases (CAIRS).

Administration of Microsoft SharePoint environment for Ft. Hood NEC Inside Plant division.

December 2012 to November 2014 CGI Belton, TX

Network Engineer/Project Coordinator

While contracted to GAP INC. at CGI I was responsible for the telephony infrastructure of all new and remodeled GAP INC. Outlet locations in the U.S. and Canada (totaling about 75 projects a year). This position required planning complex changes to networks that impacted customer’s nationally and internationally. I reviewed provided blueprints to establish project scope and requirements, and worked with vendors and stakeholders to establish projected timelines and deliverables. I was responsible for coordinating with the client’s planning and engineering departments to ensure all plans integrated seamlessly with existing architectures and procedures. While at CGI I designed a cost effective solution to a time-sensitive, key contract requirement that had initially been overlooked and if left unaddressed would have placed the 5 year contract in serious jeopardy. I also successfully implemented new organizational and workflow tools to increase productivity on the GAP team.

Technical acumen for this position included but was not limited to:

Set up, configuration and management of AVAYA PBX and IP Office Telephony systems in support of GAP Inc. store service assurance and delivery.

Act as Project Manager in respect to telephony Moves, Adds and Changes during Commission, Decommission and Re-construction of GAP Inc. brand stores.

Expert proficiency with Microsoft Office Suite

Administration of Microsoft SharePoint Store Voice Operations environment and GAP NSI tool telephony SQL database.

September 2011 to December 2012 ITT Technical Institute West Covina, CA

Systems Administrator

While at ITT I was responsible for all aspects of IT administration, from desktop support to server administration and switch/router maintenance. I was responsible for coordinating all IT efforts at the school level to address and resolve technical and network issues and interacted regularly with Headquarters’ Network Services and third party vendors when needed to restore service outages and correct core problems. I was also responsible for identifying network environment problems and making recommendations to the college Director on the repair or replacement of campus hardware. During my tenure at ITT I successfully converted the existing windows XP student and administrative environments to two Windows 7 environments, one 32 bit administrative environment to support legacy applications and one 64 bit student environment to support new curriculum software releases. I also launched and optimized new server virtualization strategy and successfully implemented a new reimaging procedure utilizing Microsoft’s System Center Configuration Manager. I was frequently required to interact with students and staff and regularly held training sessions for new students and staff.

Technical acumen for this position included but was not limited to:

Active Directory set up and management

Windows Server 2008 set up and management

Wireless Systems set up and management

Active system management of user workstations with Microsoft System Center Configuration Manager

Working knowledge of Windows and Apple OS operating systems

Expert proficiency with Microsoft Office Suite

Working knowledge of AVAYA IP Office VOIP phone systems

Working knowledge of Cisco switches and routers.

Administration of Microsoft SharePoint environment for Student and Faculty domains respectively

April 2011 to September 2011 Time Warner Cable Anaheim, CA

Field Service Technician

While serving as a Field Service Technician with Time Warner Cable I was responsible for the successful implementation and maintenance; including the resolution of signal degradation, hardline and wireless network troubleshooting, and DOCSIS transmission issues.

Technical acumen for this position included but was not limited to:

Working knowledge of TCP/IP protocols, WEP/WPA/WPA2 encryption protocols and VOIP protocols

Working knowledge of Windows and Apple OS operating systems

Working knowledge of Wireless Network systems, including configuration and channel switching operations

Expert knowledge of RF signal transmission structure and factors attributing to signal variances

June 2009 to February 2011 Time Warner Cable San Antonio, TX

Technical Support Specialist/Operations Analyst/Special Projects

While at Time Warner Cable in San Antonio TX, I was responsible for multiple areas of Support, Analysis and Training. I initially started as a repair agent assisting customer’s with their technical support issues, however I quickly moved into a more robust role that involved training incoming tech support agents, doing operational analysis and creating robust troubleshooting and metric tracking tools.

Technical acumen for this position included but was not limited to:

Working knowledge of TCP/IP protocols, WEP/WPA/WPA2 encryption protocols and VOIP protocols

Working knowledge of Windows and Apple OS operating systems

Working knowledge of Wireless Network systems

Working knowledge of RF signal strengths and variances

Providing expert knowledge of various audio/visual, high speed data, networking and voice services.

Operational/Analytic responsibilities included:

Review of daily reports to identify training opportunities for all technicians.

Advanced knowledge of Microsoft office products, especially Excel

Special projects included:

Design and development of a metrics tracking and reporting tool for use in monitoring team productivity and assisting with end of year reviews

Design and development of the Texas region “Line of Questioning” tool used by customer care agents to expedite technical support resolutions.

Facilitation of new hire advanced repair classes and nesting/assimilation period

Design and creation of new divisional repair agent training procedures and documentation

June 2006 to June 2009 Romano's Macaroni Grill San Antonio, TX

Staff Developer

While serving as a staff developer, I was responsible for training new staff members in the business’ best practices. I developed a new ‘classroom’ development plan and a mentorship program to provide ongoing training and support through regular performance reviews.

EDUCATION

University

Degree Program

Dates

Western Governor’s University

B.S. IT – Software Development

Expected Graduation: Dec. 2015

ITT Technical Institute

A.A.S. – Computer and Electronics Engineering

Graduated July 2009

University of Texas at San Antonio

Credits earned in Communications

August 2003 – December 2006

Central Texas College

Credits earned in General Studies

August 2001 – May 2003

PROFESSIONAL CERTIFICATIONS

Certification

Issuing Institution

Expiration

A+/Network+/Security+

Project+

MTA: Windows OS/Server 2008

JavaScript Specialist

Database Design Specialist

Web Design Specialist

Web Foundations Associate

CompTIA

CompTIA

Microsoft

CIW

CIW

CIW

CIW

August 2017

N/A

February 2017

N/A

N/A

N/A

N/A

GOVERNMENT SECURITY CLEARANCE

US - Secret

*References available upon request

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