Manager Project

SERGIO A FLORES

**** *. ******* ***• 602-***-****

******@********.***

Technical Skills

OSs: Windows 8/ Windows 7/ XP/ Mac OS 8, Active Directory, Micro Soft Server 2003/2008/2012, Cisco, UNIX, Linux, MACE/Kronos, Google Chrome OS, MS-DOS, BlackBerry OS

Software: MS Office 2003/2007/2010, ECM, CA Service Desk, MS Visio 2003/2007, Visual Studio 2005/2007/2010, Back Up Solutions, VMware, MS SharePoint, BES (blackberry), HiPath(Cisco), Software recording applications (Wire Shark, Ethereal), WinDdg( Analyzing logs), Power Shell, PHP, JavaScript, Remote Desktop Connection(RDC), VNC remote connections, Open Mobile, Manage Soft products, MS Windows SDK v7.1, PowerGUI, SafeGuard Enterprise, Think-Cell, WebEx, RSA Secure Token, Infoblox

Hardware: Desktops (Dell, HP, Acer), Laptops (HP, Lenovo, Apple), Routers (Cisco, Zy Well, Sonic), Printers (HP, Dell, Brother), Hubs, Network installations and peripherals (mobile phones, PDAs, external HD copying hardware, Infoblox

Services: WINS, DNS, DHCP, IP Management, PPP, IPAM, Cloud Computing, VPN, ISDN

Protocols: TCP/IP, IPX/SPX, SMTP, HTTP, HTTPS, HTML, XML, FTP, Ethernet, Token Ring, Telnet

Education:

University of Phoenix 2009

Phoenix, Arizona

M.B.A., Information Technology

University of Phoenix 2007

Phoenix, Arizona

B.S., Information Technology

Experience:

10 years in the IT field in maintaining support, developing new strategies, and training IT personnel

10 years in sales/managerial field in supervising teams in sales, IT support, and maintaining revenues

15 years in customer service field in assisting customers, engaging managers, and providing ideas for growth

Job Experience:

OSA Administrator 2015-present

HP / Modis Co.

Contracted for IT support for John Deere, work for their EDS Print team(Global Print Infrastructure in the company)

Provide 3rd Tier support for DNS/IP, Print Queue, Print Server, Print Hardware, Toner requests, troubleshooting software, new applications, and hardware issue

Function 1st shift IT support for EDS Print Services team, 3rd Tier and personnel through a CA, Asset Manager, Service Manager ticket system with phone calls, emails, and IM communication

Acted on projects for JDIS providing support for infrastructure installations, including onsite support

Coordinate meetings with DDI team and other global Infrastructure teams for Project Updates and coordination

Coordinate schedules for troubleshooting for servers, applications, and networks

Created Knowledge solutions for new products and services.

Coordinate troubleshooting with middleware infrastructure team and other teams (24 On Call team)

Assisted other team members on projects, issues, and processes to resolve major troubleshooting in John Deere’s Infrastructure AD DNS and Print side

Provided Administration support for 2003,2005, and 2008 servers (builds and troubleshooting application, domain controller, and database servers)

Accessed to VMware servers to troubleshoot DNS,DHCP, IP applications

Added groups in Active Directory as requested (users, GPOs, and groups)

Provided assistance in creating solutions documentation for Projects

Function as Project Manager for several Project including the major Print Migration of DHCP/DNS for Global John Deere locations from AD Services to Infoblox

IT Analyst 2014-2015

Radiant Systems Inc.

Contracted for IT support for John Deere, work for their GIS DDI team(Global DNS/IP Infrastructure in the company)

Provide 3rd Tier support for DNS/IP requests, troubleshooting software, new applications, and hardware issue

Function 1st shift IT support for GIS DDI team, 3rd Tier and personnel through a CA, Asset Manager, Service Manager ticket system with phone calls, emails, and IM communication

Acted on projects for JDIS providing support for infrastructure installations, including onsite support

Coordinate meetings with DDI team and other global Infrastructure teams for Project Updates and coordination

Coordinate schedules for troubleshooting for servers, applications, and networks

Created Knowledge solutions for new products and services.

Coordinate troubleshooting with middleware infrastructure team and other teams (24 On Call team)

Assisted other team members on projects, issues, and processes to resolve major troubleshooting in John Deere’s Infrastructure AD DNS side

Provided Administration support for 2003,2005, and 2008 servers (builds and troubleshooting application, domain controller, and database servers)

Accessed to VMware servers to troubleshoot DNS,DHCP, IP applications

Added groups in Active Directory as requested (users, GPOs, and groups)

Provided assistance in creating solutions documentation for Projects

Function as Project Manager for several Project including the major Migration of DHCP/DNS for Global John Deere locations from AD Services to Infoblox

IT Administrator 2013-2014

Levi, Group, & Shoupe

Contracted for IT support for Modern Woodmen of America, work for their IT Department team

Provide 3rd Tier support for DNS/IP requests, troubleshooting software, new applications, and hardware issue

Acted on projects for Modern Woodmen of America providing support for upgrading the workstations from Win XP to Win7 OS for the entire Rock Island location

Attend meetings with IT team to coordination number of workstations and locations

Coordinate strategies for troubleshooting for servers, applications, and networks

Created Knowledge solutions for products and services in the new OS environment

Assisted other team members on projects, issues, and processes to resolve major troubleshooting

IT Analyst 2012-2013

Sedona Group

Contracted for IT support for John Deere, work for their JDIS team(2nd Tier support in the company)

Provide 2nd Tier support for troubleshooting software, new applications, and hardware issue

Function 1st shift IT support for JDIS, 2nd Tier and personnel through a SAP system with phone calls, emails, and IM communication

Acted on projects for JDIS providing support for infrastructure installations, including onsite support

Conduct meetings with Dealers and account managers for Installation project (with more than 8 locations)

Coordinate schedules for troubleshooting for servers, applications, and networks

Created Knowledge solutions for new products and services.

Assisted other team members on projects, issues, and processes to resolve major troubleshooting in dealer’s infrastructure such as Time Tracker, Websense Content Filtering, and Equip products.

Provided Administration support for 2003,2005, and 2008 servers (builds and troubleshooting application, domain controller, and database servers)

Added groups in Active Directory as requested (users, GPOs, and groups)

Accessed to VMware servers to troubleshoot DNS,DHCP, IP applications

Provided assistance in creating solutions documentation for Projects

Function as Project Manager for each dealer installing infrastructure network including router, server, and user domain (per single workstation)

IT Analyst 2011-2012

Tech Team Global

Contracted for IT support for a major company named Boston Consulting Group, work for their Client Architect team(3rd Tier support in the company)

Provide 3rd Tier support for 1st Tier and 2nd Tier IT personnel in troubleshooting software, new applications, and hardware issue

Conduct meetings with local IT of global offices – Europe, America, Americas, and Asia communicating new applications, protocols, and troubleshooting guides

Acted on training projects for 1st,2nd,3rd Tier teams providing troubleshooting guidelines for new software (Windows 7, Security, and WSUS updates) and created several IT troubleshooting articles in a centralized database used by 1st, 2nd, and 3rd Tier personnel

Analyze new software and applications for production use – recent rollout project of Windows 7 to all offices that included troubleshooting separate specialized applications for each division (finance, marketing, and hr)

Created and monitored documentation for troubleshooting and procedures

Image, Analyze, Document new images for Hardware to ensure reduced troubleshooting in the production field using PX Server, Debugging tools, and a list tests which we document on a Share Point site.

Work with AD, Server management(2003 and 2008), Security protocols, VPN, Mobile phone troubleshooting, Micro Soft software(Office 2003 and 2007), Internet Explorer(and other Internet Browsers),and specialized macros in Access, VB, Java.

Senior Helpdesk Tech 2010-2011

Tech Team Global

Contracted for IT support for a major company named Boston Consulting Group, work for their Helpdesk team(1st Tier support in the company)

Provide 1st Tier support for 2nd Tier and 3rd Tier IT personnel in troubleshooting software, new applications, and hardware issue

Handled Phone calls (about 40-60 calls per day) and email communications (about 30-40 emails) troubleshooting IT issues for software, hard ware, TCP/IP malfunctions and modifying structures in AD, Servers (Micro Soft, BlackBerry, and Mail Exchange Servers)

Assist in created several IT troubleshooting articles in a centralized database used by 1st, 2nd, and 3rd Tier personnel

Trained 2nd Tier IT in the functionality of our ticket system, protocols, and other procedures of troubleshooting in the BCG environment

Worked close in 3rd shift with European, Asian, South Americans, and American offices and local IT in analyzing major downtime in production due to servers, internet, and telecommunication services to assist and fix issues

Work with a ticket system, AD, Server management(2003 and 2008), Security protocols, VPN, Mobile phone troubleshooting, Micro Soft software(Office 2003 and 2007), Internet Explorer(and other Internet Browsers),and specialized macros in Access, VB, Java.

Database Coordinator/Business Partner 2008-2009

A Mother’s Touch Carpet Care

Created with an associate a new business in Phoenix area dealing with carpet/house cleaning services

Developed a website, database, and business structure for the growing business

Handled Phone calls for new customers and process cold calling, door to door – residential and commercial locations setting up new accounts

Used my recent MBA degree to assist to the business structure – finance, marketing, hiring

Information System Specialist 2006-2008

GoDaddy.com Software Co.

Worked as an IT support/ Sales agent for the Scottsdale location for IT products such as Domains, Hosting, Email Exchange, and websites.

Provide 1st Tier support for 2nd Tier and 3rd Tier IT personnel in troubleshooting software, new applications, and hardware issue

Handled Phone calls (about 40-50 calls per day) and email communications (about 10-30 emails) troubleshooting IT issues for software, hard ware, TCP/IP malfunctions

Worked with 1st tier and 2nd Tier personnel in troubleshooting some customer’s issues and assisted in created several IT troubleshooting articles in a centralized database used by 1st, 2nd, and 3rd Tier personnel

Work with ticket system, Server management(2003 and 2008),Hosting servers, Mail Exchange servers, DNS protocols, Internet Explorer, and specialized macros in Access, VB, Java, HTML and other website programs

References: Given Upon Request

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