Customer Service Engineer

To: Personnel, Hiring Manager

Excellent customer service and computer skills, Self-Starter, Detailed, Dedicated, highly motivated professional with the aptitude for quick learning and exceptional communication and customer relation skills. Possessing a solid record of ensuring consistency and optimum use of resources as a systems and network administrator. have demonstrated the capacity to establish user accounts, environments and directories; to troubleshoot and correct complex technical problems; and to enhance operations and communications with expert technical support. As a network Administrator skilled at Streamlining and improving overall systems and network performance in demanding environments. Experience in managing multiple projects, possess strong customer service and communication skills and have the ability to work effectively in a fast-paced environment.

US Citizen, Legal to work in US..

I Pass Criminal, Drug Federal / Government Back ground Checks.

25 Years of Experience

SUMMARY OF QUALIFICATIONS

IT Asset Management with Strong understanding of PC, Server, network, software, and licensing for desktop Server hardware.

In-depth knowledge of Microsoft Windows XP,Vista,7,8,10 Professional operating systems, Microsoft Office 2003,2007,2010,2013, and their interrelationship to Windows 2003,2008,2012 Active Directory server networks.

Advanced experience with PC, laptop and printer hardware.

General understanding and experience in common desktop management concepts such as local profiles, roaming profiles and software distribution.

Active Directory user administration experience

Microsoft Exchange 2003 administration experience

Basic Microsoft SQL administration experience

VM ESX server and VM workstation, VM-Player and Imaging.

SAN, NAS Storage management experience

Backup technologies (VERITAS Backup Exec, Live Vault)

Disaster Recovery Strategy Experience

Blackberry and ActiveSync mobile devices.

Computer and Software deployment technology. (PDQ. MSI, SCCM, MSMT, ET.)

Networking (TCP,IP, DNS, WINS, DHCP, SMTP)

Cisco, Sonic wall and other firewalls

Remote access Desktop and Server

Technician Hardware, Software Field Experience

Symantec, AVG, MacAfee and Trend Micro Enterprise Antivirus experience.

Strong communication, writing, and interpersonal skills that promote a team approach to problem resolution.

Strong customer service skills.

Ability to work within a team.

Self-motivated.

Flexibility and versatility in developing approaches and problem solving.

Ability to set priorities and organize workflow.

Strong commitment to diversity in the workplace.

25 Years’ Experience in Day to Day Operation,

Planning and migration of Hardware and Software upgrades, Testing of new and Legacy hardware and software, Troubleshooting all WAN,MAN, LAN Network, Server, and Clients Day to Day Problems.

12 Years IT Service Manager.

Networking service work in the field, scheduling service calls and ordering parts as well as service calls.

25 Years’ Experience working with all types of Networks

Novell, UNIX, Linux, MS Servers and others. Performing various IT functions including setups, configuration, and new installs and troubleshooting on server and client systems.

I enjoy working in a high paced competitive environment and feel I have the knowledge and the background to be a true asset to your business needs.

Work Experience:

City of Dallas CompuCom June 2015, August 2015

City of Dallas “PC Deployment Support Technician”

Dallas TX.

Project Details: Phase III

Desktop Support Training, End user support, Software and Hardware technical support for end users city wide, windows XP to windows 7 and windows 8, Software Installation, Data Migration of users profiles to windows 7, computer Assets tracking for new and old equipment, utilizing network scanning software for finding pc lost with in the network, computer and equipment deployment, setup and configuration of software and hardware, organized and optimized pc deployment with departments supervisors and analyst on site.

City of Dallas CompuCom August 2014, Oct 2014

City of Dallas “Office 365 Deployment Support”

Dallas TX.

Project Details: Phase II

Desktop Support Technician (Office 365 MIGRATION project)

on-site Microsoft Office 365 support Tech to end user over the course of a 3 month migration process.

City of Dallas CompuCom Nov 2013, June 2015

City of Dallas “Systems IT Infrastructure Engineer”

Dallas TX.

Project Details: Phase I

* Desktop, Server Support for 6,500 users in 128 Departments city wide for Infrastructure Project,

* lead for large scale renovation of water utility divisions (DWU) surrounding Dallas TX, working with software and hardware upgrades, desktop and server replacement, Legacy application solutions, Windows XP to Windows 7, Windows 8 kronos, maxamo, hummingbird and Hansen, Pals group, Lims, lab works, PLC Scada controlled systems, as well as utilizing Windows Virtual PC for legacy desktop windows XP applications and VMware for converting physical windows servers to virtual server platform for server hardware optimization.

* Consulted for City of Dallas IT and Dallas Water Utility’s, for Business IT Network Infrastructure Liaison between the two organizations, Attending meetings, writing reports, writing site assessments and base lines, leading work force to rectify IT Network over all Infrastructures.

* Reviewed and assessed the current network architecture for strengths and weaknesses.

Reported findings and made recommendations for Infrastructure Improvement’s.

Interview and gather current and future networking requirements from Dallas Water Utility groups including but not limited to Application Management, System Engineering, ITS Technology, and Technology Services.

Performed a Gap Analysis of current network architecture and proposed future network architecture.

*Developed a short term and long term strategy to migrate the Off Site Server.

Created Visio drawings and other related documentation for proposed future network architecture Improvement’s.

* Developed a proposed Network Upgrade Statement of Work (SOW) for the Request for Proposal SOW gave preference to industry standards.

* Developed a proposed Network Upgrade Scorecard for the project. Scorecard had weighted values for minimum requirements.

* Lead On-Site Technician for PC, Server Migrations and Deployments.

Performed desk side support service per our client’s pre-defined, location specific service processes focusing on Rollout Support.

* Assisted with Networking, Security configuration and troubleshooting issues.

* Manage workflow and service request through our client’s call ticketing system.

* Imaging, re-imaging end user desktop and laptop machines if needed.

* Software installation, configuration, and troubleshooting for end users.

* General Desktop Support, Project Coordination, Move activities.

* Supported and assisted in projects with colleagues.

* Analyzed project problems and develop creative solutions, wrote assessed risks and benefit reports.

* IT Asset Management with a Strong understanding of PC, Server, network, software, and licensing for desktop Server hardware.

Methodius Hospital July 2013, Oct 2013

Sayers, HCA Corporate Tech Refresh Project

San Antonio TX.

Deployment Engineer

Project Details:

Lead PC and Server Technician for Migrating and Deployments of new Servers, computers, laptops for 3500 users in a Hospital, Lab setting, Perform all phases of systems Migrations and basic BIOS configurations as well as basic PC configurations configuring outlook, setting up printers, migrating user profiles, submitting documentation, etc.). Installed and setup all new equipment, configured to the network and tested.

Performed desk side support service per our client’s pre-defined, location specific service processes focusing on Rollout Support .Assisted with Networking, Security configuration and troubleshooting issues.

Manage workflow and service request through our client’s call ticketing system

Imaging, re-imaging end user desktop and laptop machines if needed

Software installation, configuration, and troubleshooting for end users

New Vision Consulting

Palmdale Ca. Feb 2009, 2013

Network Consultant, Systems Administrator

Computer, Server, Networking Administration, Performing System and software setup for local Domains, new account setup for network and email accounts, Server Maintenance and updates, Microsoft Exchange maintenance and trouble shooting, Client support with applications Word, Excel, Photoshop, and other,

Made sure backups where running properly and antivirus was always up to date.

Hardware support for DELL, HP, Compaq, Servers, CISO Routers and Switches, Networked HP Printers.

FADAL Machining Center Sept 2007, Feb 2009

20701 Plummer Street Chatsworth, CA 91311

Senior Server Engineer, Systems Administrator

Server Engineer of a global machining company with 200+ VM Windows 2003 servers. Responsibilities include administering all aspects of the assigned servers and software, which are not limited to Blackberry, Exchange, Juniper box, Surf Control, Cisco Firewall, Volume Shadow copy service, Right Fax and McAfee.

Manage up to 100 servers in complex environment, which includes Microsoft Active Directory 2003, Microsoft Exchange 2003, ISA, IIS, VMware, SAN, NAS, AS400 Servers. Working with Network Protocols. GRE, IPSEC, BGP, RIP, IT Asset Management PC, Server, network, software, and licensing for desktop Server hardware.

Responsible for a full server life cycle (provisioning, administration, optimization, upgrades and de-provisioning).

Troubleshoot advanced user problems related to servers, personal computers and other devices found in the Windows environment. Communicate with users during and post problems, issue resolution. Responsible for complex LAN, server, and IT systems issues, including decision-making about architecture and systems design.

Medtronic May 2006, July 2007

18000 Devonshire St. Northridge, Ca. 91325

Server Analyst

Administer network of over 300 Windows 2003 HP servers, 8 Exchange 2003 Servers (Enterprise & Standard) as sole Exchange Administrator with routine Exchange Database maintenance with edb and stm private and public file systems, sole administrator for Blackberry server consisting of 150 handheld devices. Manage ARC Serve backup system for eight IEM locations, each with 4.6-terabyte storage capacity.

Administer Microsoft Windows 2003 Server, Exchange 2003, SQL Server, Clustered servers and SAN management with in depth knowledge of the HP Array Configuration Utility (ACU) software, Blackberry Server, Citrix Meta frame Server, IIS, Bright Store, ARC Serve Backup and Symantec Client Security.

Sony Computer Entertainment America April 1999, April 2006

1630 Stewart St. Santa Monica. Calif. 90404

IT Manager, Sr. Server Engineer, Sr. Network Administrator

IT Manager, Systems Administrator

Server Network Engineer of a global gaming company with 800+ Windows 2003, 2008 servers.

Responsibilities include administering all aspects of the assigned servers and software.

Blackberry, Lotus note mail servers, Network Appliance servers and MacAfee Antivirus enterprise servers. F5 Load balancers. IT Asset Management with a Strong understanding of PC, Server, network, software, and licensing for desktop Server hardware.

Manage up to 500 servers in complex ESX-VMware environment for on-line gaming servers, which include Microsoft Active Directory 2003, Lotus notes, ISA, IIS, VMware, SAN, and other systems.

Responsible for a full server life cycle (provisioning, administration, optimization, upgrades and de-provisioning).

Troubleshoot advanced user problems related to servers, personal computers and other devices found in the Windows environment. Communicate with users during and post problems, issue resolution.

Responsible for complex LAN, server, and IT systems issues, including decision-making about architecture and systems design

Built and configure user Box’s Hardware and software configuration, Compaq and HP workstations.

Laptops and PS2 gaming testing equipment.

Network Protocols. IPSEC,BGP, RIP, GRE, TCIP.

Lotus Notes, Photo shop, Adobe, Maya, MS Office pro, Oracle, and many other programs dealing with our Play station Data Base and testing of Game software.

Franchise Pictures Aug, 1997, April, 1999

8228 Sunset Blvd. Calif. 90046

IT Manager, Sr. Network Engineer, Sr. Systems Administrator

Systems Administrator, Network Engineer

600 user environment; consisting of multiple Windows 2003 Server Domain Controllers, Exchange 2003 Server, Blackberry Enterprise Server, Trend Micro Server running Inter scan Virus and Client Server Messaging Security, Accounting Application Server, File Server, Fax Server and Terminal Server, IT Asset Management of PC, Server, network, software, and licensing for desktop Server hardware..

* Responsible for network architecture, implementing a full redundant and scalable network.

* Extensive experience with LAN, WAN, TCP, IP, DHCP, DNS, and WINS.

* Configure, manage and monitor network routers, switches and firewalls.

* Performed OS and security updates for network devices and servers.

* Performed system backups using VERITAS Backup Exec.

Education, Training

Moorpark High School 1985 Grad

Los Angeles Valley Community College 1989

CompTIA A+ Certification 1990 Cert

Florida Technical Inst. Low Volt Electronics. 1993 Cert

ICS Tech, Computer and Network Repair 1993 Cert

Hewlett Packard Printer. Certifications. 1994 Cert

Micro Design Intl. Hardware & Software Update Training. 1995 Cert

Microsoft Training

Learning Tree International Continuous Training 2000 - 2005

DESKTOP

Windows Desktop Administration

Windows Desktop Troubleshooting

Windows Desktop Windows NT, Windows 7 Deployment & Management

Windows Desktop Windows NT, Windows 7 Active Directory Planning & Migration

Windows Desktop Windows NT, Windows 7 Active Directory Troubleshooting

Windows Desktop Windows NT, Windows 7 Management & Troubleshooting

Windows Desktop Windows NT, Windows 7 Security

Windows Server 2000, SQL Database Administration

TCP,IP for Windows Networks Windows Desktop Windows 98, Windows 7

SERVER

Windows Server NT 4.0 Administration

Windows Server NT 4.0 Troubleshooting

Windows Server 2000, 2012 Deployment & Management

Windows Server 2000, 2012 Active Directory Planning & Migration

Windows Server 2000, 2012 Active Directory Troubleshooting

Windows 2000, XP Management & Troubleshooting

Windows Server 2000, 2012 Securing

Windows Server 2012, SQL Database Administration

TCP,IP for Windows Networks Windows Server 2003,2000,NT and Windows XP

Microsoft Exchange Server Administration

Disaster Recovery Planning for Enterprise

UNIX, Linux Administration and Support

VMware ESX Training

VMware ESX Server, VSphere

Cisco Routers Training

Cisco Routers: Advanced, Configuring

Network Appliance Training

FAS700 through FAS3000 Series Hardware Maintenance

Data ONTAP 4.0 - 7.1 CIFS, SAN, NSF Configuration, Administration

Data ONTAP Multi-Protocol Administration

IBM Software Training

IBM Lotus Notes 6.5 Administration and Troubleshooting

Professional Memberships

Hewlett Packard authorized repair technician.

Compaq authorized repair technician.

Dell authorized repair technician.

IBM authorized repair technician.

Network Appliance authorized repair technician.

Volunteer Experience

June 2013 Schertz-Cibolo-Universal City Independent School District Project

San Antonio, TX.

Project Details:

Deployed new computers systems in a School, was responsible for helping with the replacement of

out dated PC’s, and equipment..

1992-1995 Computer repair, troubleshooting, and setup for Norfolk Elementary School, N.Y.

1996-1998 Computer repair, troubleshooting, and setup for Stagg Street Elementary School, Ca.

Worked with local schools and churches

Awards Received

Micro Design Intl. Award of Excellence.

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