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Technical Support Customer Service

San Diego, CA
April 13, 2016

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To Whom It May Concern:

I feel that I can be a great contribution to your company. As a dedicated team player, I provide excellent customer service and leadership skills. I effectively work well under pressure with strengths in communication, organization, and attention to detail and adaptability to constantly changing demands. Employers appreciate my initiative, ability to assume responsibility and eagerness to learn and work without supervision. I am extremely flexible and accommodating, working often to adjusting schedules of groups or individuals to provide support.

I have over 20 years of technical experience ranging from Desktop Support, Trainer, Network Administrator, Systems and Business Analyst. I interact daily with management on matters concerning several functional areas, divisions, and customers. I exercise independent judgment in developing methods, techniques, and evaluation criteria for obtaining results.

I have over 11 years of experience working in the legal field from directly supporting Superior Court Judges to attorneys and law firms. I approve requirements for all project communication, escalation of issues and reviews and ensure the final product meets/exceeds customer expectations. As a member of the NAVY Program Management Office, my responsibilities included planning, organizing, directing, and tracking all aspects of the program, including technology, schedule, cost, and internal customer satisfaction. I interfaced with task, technical and functional leaders, consultants, and support personnel. I was the primary internal customer interface for direct support. I was also responsible for both meeting the project schedule and ensuring all contractual requirements were met.

I am able to manage projects involving complex new technology, stringent schedule and cost requirements, significant risk, numerous consultants, and a widely diverse internal customer base. I prepare and provide briefings to the Board, consistent with the required methodology. I am capable of planning, organizing, directing and tracking technical, cost, schedule, and risk management for moderately complex programs. I have good written and verbal communication skills, as well as effectiveness in managing subordinates, and coach them to improve performance.

I welcome the opportunity to hear more about the company and what it has to offer. Please feel free to contact me with any questions and I look forward to hearing from you.

Warmest Regards,

Frank Estrada

Frank A. Estrada

403 Horizon View Dr. Chula Vista, CA. 91910


Cell: 619-***-****

Home: 619-***-****

Technical Summary:

Software Knowledge: Active Directory, BES, Windows 7, 2003 Server\Professional, Windows NT 4.0/95/98/ME/XP/7, VMware Vsphere 4.1 client, Worldox GX 3, WSUS, TIVOLI- Composer, Novell Netware 6.5, VERITAS Backup Exec 10B, Microsoft Cluster Service, PGP Encryption Software, DevTrack 6.2 Enterprise Project, BMC Patrol, Terminal Services Client Remote Server, VNC Remote, HP Open View, PC Docs; Legal MacPac; eCopy Desktop; eCopy Sharescan, Omtools Legalfax; VAX, MS Exchange, MS Outlook 97/98/2000, ASP, Domino Notes, Peregrine Tracking, Clientele, ISF Tools, Novadigm, Radia Advanced Publisher, VOIP/Proxy Server/Client, VPN Avaya Unified Messenger, IIS 5.0, Altaris/PQDI/GHOST Imaging, SQL Server 2000 VB, SAP/ERP, Netscape/Explorer 6.0 TCP/IP/Intranet, Novell Netware 4.0/4.1 ZENworks 6.0 SMS2.0 WINS, DNS, DHCP, Mail Site, Legal Solutions, iManage/Interwoven, DeltaView, DMS, VOIP – AVAYA, Trial Director 6, Concordance 7, 10

Hardware Knowledge: SAN servers, Compaq, HP Proliant servers Laptops/Desktops, Wireless Protocol 802.11,Nortel Networks, Electronic Key Management Systems, ACD phone system, Veritas Tape Backup, Hard drives/CPU, Memory, Ethernet/Hubs, Routers/Wireless Devices/Modems, PDA\Palm Pilot\RIM Devices, Scanners & Printers, Quick Cam/Digital Cameras


Morris Polich & Purdy LLP San Diego, CA

Systems and Client Support Nov 2011 - Current

Provide technical support to office staff, paralegals and attorneys

Audit system hardware and software to ensure compliance with company legal standards, policies and procedures; participant in the design and implementation of network for future work sites

Provide maintenance of day-to-day office operation and included LAN, Nortel PBX, WAN, telephone and voicemail systems, including system back-up/restore functions, disk space utilization, remote access status, event logs for security, system and events

Support and training for Worldox, Office products, Case Logistix, Concordance and Ecopy Pro

Control patching for Blackberry Enterprise Server (BES) and Exchange Server

Document all changes and submitted reports

Travel to and virtually support out of state offices

Worked with Exchange Manager, ad-ons, upgrades and administration

Maintain integrity and troubleshoot system problems with the LAN, WAN, telecommunications, telephone and voicemail

Worked with Microsoft Cluster Service

Oakland Consulting\SAIC San Diego CA

(Contractor for NMCSD Balboa Hospital)

Current Systems Specialist AHLTA\CHCS Feb 2010 - May 2011

• Documented processes and procedures for testing, and configuring Windows7 COTS

• Provided Tier2 IT Admin support for AHLTA\CHCS for over 30,000 clients

• Provided personal technical support services for systems,

Applications and users. Armed Forces Health Longitudinal Technology

Application (AHLTA), Composite Health Care System (CHCS)

• Work with Site Manager and Senior Tech Lead to update and maintain

Standard site support operating procedures

• Responsible for ensuring that application and client support is completed

on time and meets DOD requirements

IT customer support for clients within NMED Domain

Maintain problem and updated resolutions thru Remedy ticket tracking program

Identify, troubleshoot and escalate pc, client concerns and network issues

Experience with providing technical support services for systems, applications, and users. Armed Forces Health Longitudinal Technology Application (AHLTA), Composite Health Care System (CHCS), Essentris Acute and critical Care, Defense Blood Standard System (DBSS), and Defense Medical Logistics Standard Support (DMLSS)

GL Dynamics San Francisco, CA

Software Trainer\Consultant Jan 2009 - Feb 2010

Consultant to Software company specializing in supporting Professional sports teams

Train customers in use of Playbook and Scouting break down software

Liaison for Coders and coaches for enhancing training and teaching aids

Travel to client sites for installation to network environment and training of software

Continual updates and documentation for all processes and procedures

Testing and certifying products to work within customers networking environment

LPL\Kyocera San Diego, CA

IS Security Encryption (Contract) September 2008 - Jan 2009

Manage the application of software upgrades, security patches and planned maintenance of Exchange 2000/2003.

Strong knowledge of Microsoft Server 2003 and desktop products including, Windows 2000-03/XP and Exchange 2000-2007 in an enterprise environment

Followed end of life cycles for company programs

Installed, patched and upgraded VERITAS Backup Exec 10B

ITIL standards and statistics gathering, reviewing and presenting

Acted as a liaison with and between internal customers to coordinated activities and interfaced with task, technical and functional leaders, consultants, and support personnel. Function as primary customer interface

Managed internal Blackberry Enterprise Server (BES), configured Security keys WEP/TKIP/LEAP/PEAP for PDA and RIM Devices

Interfaced with various vendors concerning server equipment, VOIP - AVAYA, and software applications to resolve issues in a timely manner

Encryption of Laptops with PGP Encryption Software

Develop and maintain technical documentation for security environment

Maintain strict change control of messaging infrastructure

Provide 3rd Tier technical support and problem resolution

Independent Contracts San Diego, CA

January 2008 - September 2008

Played various roles including, exchange administrator, network administrator, trainer, installer, and designer

Implemented, upgraded, and maintained Exchange 2003/2007 servers including all add-ons and Exchange Manager

Provided Active Directory administration, Novell Netware 6.5 sp7 Administration.

Upgraded, maintained, troubleshot, and backed up Blackberry Enterprise Server (BES) and worked with RIM Devices

Worked with Microsoft Cluster Service

Measured capacity and performance trends to determine long-term needs

Provided systems metrics, root cause analysis and proactive monitoring

Created, tested and updated disaster recovery plan

Baker &McKenzie LLP San Diego, CA

Systems Analyst – Administrator June 2006 - February 2008

System administrator supported a 3,000 + user environment with 100+ server farm.

Migrated users from 2003 to 2007 Exchange Server. Worked with the design team to maintain and implement Exchange 2007

Manage Windows Updates via WSUS

Produced and updated technical documentation for Exchange 2007 Messaging environment and change control for messaging infrastructure. Integral member of planning and implementing team for upgrading North American region servers

Acted as a server admin, Exchange Profiler and office support of customer base consisting of over 200 on-site and a couple thousand people off-site while working independently. Administration tools included AD, Veritas Backup Exec 10, remote server access through Terminal Services Client and VNC, SSL Netscaler and VPN

Controlled patching for Blackberry Enterprise Server (BES) and Exchange Server

Documented all changes and submitted reports

Worked with Microsoft Cluster Service

Sole network\technical support for 2 separate offices of 50 customers

SAIC San Diego, CA

NMCI Pre Certification Test Engineer May 2004 - September 2005

Tested and approved PKI to work with Exchange Security in an enterprise environment and worked with Microsoft Cluster Service

Pre-Certification Packaging Facility lab testing DoD Information Technology Security Certification & Accreditation Process (DITSCAP and DIACAP)

System administrator supported a 6,000+ user environment with over 1,200 desktops 200 servers

Responsible for test, certification and integrity of applications within NMCI Windows 2000\XP environment including Electronic Key Management Systems (EKMS) products. Liaison between our government customer, the Central Design Authority (CDA) and vendors to ensure applications function within the NMCI environment

Responsible for ensuring that application testing is completed on time and meets NMCI requirements.

Used various techniques for data conversion and import/export ASCII files.

Participated in modification of procedures to solve problems concerning equipment, capacity, limitations, operations, and results. Used NARS, ISF Tools, and DADMS for updating and processing of software configuration management information. Used Radia Advanced Publisher packaging and distribution tools to package raw media into a deployable format and distribute to the standard desktop test workstation. Used troubleshooting tools and techniques to test applications, including Etherpeek, Regmon and Filemon

Responsible for planning, organizing, directing, and tracking all aspects of the NAVAIR/MSC program, including technology, schedule, cost, subcontractors and internal customer satisfaction

Responsible for ensuring that the project was completed on time and within budget, and met defined scope and requirements

Responsible for all project communication, escalation of issues and reviews; ensured the final product met or exceeded customer expectations

Managed projects involving complex new technology, stringent schedule cost requirements, significant risk, numerous consultants, and a widely diverse internal customer base

Morrison Forester San Diego, CA

Systems Analyst (Contract) April 2003 - May 2004

Migrated from Exchange 2000 to 2003 environment

Controlled patching for Blackberry Enterprise Server (BES) and Exchange Server.

Documented all changes and submitted reports

Assisted Attorney’s in use of PC Docs; Legal Mac Pac; eCopy Desktop; eCopy Sharescan, Omnitools Legalfax; Avaya Unified Messenger; VAX and other legal specific applications

Maintained integrity and troubleshot system problems with the LAN, WAN, telecommunications, telephone and voicemail

Allocated resources accordingly to priority, interfaced with other departments, sales representatives, upper management and vendors

Tested and provided analysis of new applications for migration rollout. Strong knowledge of Microsoft Server and desktop products including: Windows 2000 Server, Windows 2000 Professional, Exchange 2000 and Office XP

Computer Sciences Corporation San Diego, CA

Systems Administrator July 2002 - March 2003

Vital member of a handpicked team to assist in the transformation of laptops and pc’s to Win2k with legal applications over WAN for all Superior Court Judges. Post deployment for all Superior Courts to train groups of Judges in the use of remote VPN

Implemented and participated in 24x7 support rotation

Developed and published documentation for Superior Court Judges

Aided with implementation of SAN County Servers

Universal Martial Arts Chula Vista, CA

Instructor 3Rd Degree Black Belt June 1988 - December 1998

25 years’ experience in Muy Thai, Boxing and Jui Jitsu

Lead instructor for training units in the Chula Vista PD\ Sheriffs dept

Guest instructor to Camp Pendleton for Marine units training in ground control

Guest instructor and certification admin to Seal units at Silver Strand for 2 years

Worked with Gifted children and physical therapy patients for 16 years

Personal Achievements: Currently hold Adjudicated Secret Clearance

References: Available Upon Request

Salary Requirement: $65K - $79

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