Customer Service Manager

Alex J Gonzales

***** ***** ******

Houston, Texas 77077

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

Cell 832-***-****

OBJECTIVE

I am a seasoned professional and a highly productive team leader with over 15 years of experience in the fast-paced, results-oriented IT business. I am seeking an opportunity to utilize my unique skill set and enhance my knowledge of the Information Technology Industry in order to create mutual benefit for my employer and myself. My major strengths in are in communication, workflow production, research, problem solving, customer service interaction, detailed - organization, documentation of processes and procedures, and Microsoft systems including numerous hardware brands.

EDUCATION

-Sam Houston High School

-Wyoming Technical Institute

-General Motors Training Center

-Micro-Computer Technical Institute

-Lone Star College (Cy-fair College) – Computer + Networking - 62 credit hours.

-15 years of Information Technology Experience

-Multiple-Various IBM, Microsoft, Azure, HP, Dell, Cisco, and web series training classes.

EXPERIENCE

BAKER HUGHES, Houston, Texas June 16th 2014 – April 30th 2016

Location: Greens Point Area, 1010 Rankin Road – Manage multiple local and remote sites.

Global Hosting and Storage Engineer / Wintel Server Engineering Group – Hardware / Wintel Server Operations

-Successfully resolved daily CA Service Desk support tickets and exceeded clients expectations.

-Supported multiple local and remote site backups using Dell hardware and CA ArcServe16.5 Software.

-Supported multiple local and remote site Dell server hardware, successfully diagnosing and remediating server issues.

-Supported Net-App OSSV, and Disk to Disk software.

-Assisted with local and remote server consolidation to datacenter using VMware VSphere Web Replication.

-P2V’d and V2V’d antiquated servers.

-Scanned and remediated Dell iDRAC subnets in a global environment.

-Updated and configured Windows 2008 Server Core as a Hyper-V host.

-Installed Windows 2012 server, virtual and physical via Operations Manager cloud provisioning portal.

-Reviewed, reported on, and remediated server hardware compliance issues.

-Assisted with IT General Controls and SOX process walk-throughs for internal audit.

-Documented and published process and procedure standards for server compliance, and remediation, gold server build and iDRAC remediation.

-Managed the Windows 2003 Consolidation Project

EXPERIENCE

INVESCO, Houston, Texas November 27th 2008 – May 13th 2014

Location: Downtown Data Center, 1301 Fannin Street

Advance Systems Engineer / Wintel Server Engineering Group – Hardware / Wintel Server Operations

-Actively supported migration of antiquated IBM blades and standalone servers-replacing with HP G8 blade systems and standalone servers.

-Configured HPSIM system for monitoring new HP systems.

-Configured SCCM Servers and installed module packs.

-Maintained meticulous documentation of global server-build/decommission, procurement spreadsheets.

-Rebuilt, upgraded and replaced IBM blades HS20-8832, 8843, HP21-7995 & 8853, and extension modules.

-Imaged server systems with ADS utilizing the company golden specific image ISO files.

-Deploying SCOM and SCCM software, and Windows 2012 Server.

-VM server build-outs for local and remote sites. ESX and ESXi.

-P2V servers as required to minimize server footprint in datacenter.

-Rebuilt, upgraded and replaced IBM standalone servers X336, X366, X345, X3550, X3650, X3950, X445, X460, X3850 when necessary.

-Maintained parts inventory counts of servers and all related hardware spare parts.

-Resolved Heat, Remedy, and Service Now Software system incident tickets.

-Setting up of HP Blade systems, upgraded firmware, SPP’s, install Windows Operating Systems.

-Installed Onboard Administrator modules (OA’s), configured firmware and settings.

-Routed power, KVM, Ethernet, iLO, and fiber network cabling.

-Successfully performing scheduled after hours on-call duties.

-Clustered Windows servers.

-Configured Lync 2010 Servers, front end.

-Configured Lync 2010 features:

-Enhanced presence

-Recording and playback

-Group chat

-Desktop sharing

-Web app plugin

EXPERIENCE

Stanford Financial Group, Houston Texas June 2001 – Nov 24th 2008

Location: Galleria Area

Associate Systems Engineer II / Server Systems

- Active Directory extensive support and components, such as organizational units, universal groups, public folders, containers, calendars, and flexible AD queries on Users and groups.

- Consolidation and the migration of users home directories and group data from multiple domains.

- Moved AD accounts and mailboxes between domains.

- Increased mailbox sizes and balanced space issues on exchange 2007.

- Ordered, configured, racked, monitored and maintained Dell, HP, IBM server systems.

- Efficiently identified and resolved technical issues and provided assistance to the technical support teams with migration issues, freezing/hanging systems, blue-screens, permissions issues, and network printing issues.

- Analyzed group folders to migrate and grant access to resources in the domain.

- Configured iLO and IPMISH

- Migrated mailboxes from Exchange 2003 to Exchange 2007

- Decommissioned antiquated server hardware

- Installed Windows Server 2008 Operating System installation.

- Installed Windows Server 2003 to Windows Server 2008 Dell and HP server upgrades.

-Exchange 2007 account migration and consolidation

- MAC OS X ver.10.4 Tiger, X-Serve and X-Raid Storage Systems installation and maintenance.

-Exabyte Magnum 224 Tape library running Net-Vault Systems setup and installed including integrating of backup rotation procedures into current network backup rotation.

- Recovery of MAC OS X ver. 10.5.2 Leopard Mac Book Pro systems.

- MAC Xserve for Extensis Portfolio catalog system and database of 7TB in size - installation and configuration of flat file system.

- Network Load Balancing and configuration.

-Configured Advocent systems.

-Configured OCS 2007 Servers, front end.

-Configured OCS 2007 features:

-instant messaging

-presence

-group chat

-desktop sharing

Helpdesk Associate II / Computer Systems

- Customer service helpdesk and remote technical support.

- Heat Ticketing Software 8.0 ticketing system support.

- Reporting for SLA filtering and ticket management concerns.

- IBM A series, T40, T41, T42, T42P, T60, T60P, T61, R series laptop recovery, repairs, configuration and setup.

-Dell latitude D series laptop recovery, repairs, configuration and setup.

- HP Pavilion and Small Form Factor desktops, Compaq Presario and EVO desktop rebuilds.

- Financial software installation, configuration and support for global environment.

-Imaging desktops with Power-Quest/Ghost

-Documentation of build standards and configuration setups

EXPERIENCE

Custom Business Solutions, Houston Texas May – November 2001

(Worked Part-Time, Evenings)

Location: West Houston

Consultant - Field Support Specialist

- Configured IBM servers and desktop equipment with the POSI-Touch screen system.

- Installed thermal printers.

- Ran cabling for printers, pc’s and Pos-iTouch setup.

- Soldered DB Connectors and wiring to accommodate required printer connections.

- Performed asset management of warehouse.

-Cable TV, Ethernet and phone cable runs and outlets

EXPERIENCE

Covenant Technologies, Houston Texas January – March 2001

Location: Galleria Area

Consultant - Field Support Specialist

- Provided remote support for field office computer systems in Houston area locations.

- Deployed desktop replacements running Windows 2000 and XP.

- LAN support for multiple server and host machines, new account configuration, resetting passwords, mapping drives, configuring printers, digital phone ACD analysis on Nortel Network Phone systems, and documentation, punch board phone wire switching, setup projectors and screens for conference room meetings and training,

- Special services included vendor interaction, obtaining price quotes and documentation development.

- Assessed project issues and developed resolutions to meet productivity, quality, and customer’s satisfaction at various location.

EXPERIENCE

David Taylor Cadillac, Houston Texas March 1983 – March 2001

Location: Southwest Freeway

Manager – Service Shop Manager the last 7 of an 18 year tenure.

SKILLS

Hardware: Compaq, Dell, IBM, Lenovo, Toshiba, Acer, and Macintosh laptop and Desktop repair. MAC PowerBooks, MacBooks, Compaq, Dell, and IBM Laptops. Proliant Servers 3000/DL 580,380, 360 /ML 530/ML 580, Compaq Storage Works Raid Array 4100, HP StorageWorks MSA 70, Compaq 15/30, 20/40 and 40/80 DLT Units, Open View, Hewlett Packard Ultrium 1st Generation LTO SureStore Tape Library, Dell Power-Edge 2500/2650/6650 Hewlett Packard, Lexmark, Page-Mark, Xerox Docu-Centers, Canon Printers, Multi Display Monitors, Nutanix.

Software: Blackberry, Goodlink, Dame-Ware, Cisco IP communicator, Office Communicator 2007, Cisco RSA Secure ID Administration, Bloomberg, Net Exchange Pro, Assentor, Iron Mail-Cypher Trust, Thomson One, Microsoft Management Console, LandDesk, HP SIM, Open View, Dell Open Manage ITA, Replicon, Cisco Call Manager, Directory and Resource Administrator, WSUS, Directory and Resource Reporting, File Security Administrator, File Security Reporting, MS Exchange 5.5 / 2000 / 2007 Administration, Enterprise Vault, Lotus Notes Domino, MOM System Center Management, SCOM, SCCM, Microsoft Office XP/2003/2007, 2010, 2013, Office 365, Microsoft Word, Excel, PowerPoint, Access, Outlook, Microsoft Project XP/2003/2007, 2010 NetMeeting, Windows Meeting Space, WebEx, Global Crossing, Microsoft Lync 2010, Instant Messenger, Skype, Internet Explorer, Netscape, Safari, Firefox, Heat Ticketing system, Remedy AR System, Service Now, Blue Ocean, Tivoli, Dos/Windows, Visio 2007, WordPerfect, Adobe Photoshop, Dreamweaver, Norton Utilities, McAfee Antivirus, Symantec Anti-Virus, Tandberg, Bakbone Systems, CA Arcserve 16.5, IBM Director 5.20, HP Onboard Administrator, McAfee ePolicy, Hitachi Password, Cyber-Arch, Orchestrator 3.6.5.075, & 4.5, VMWare VSphere Client 5.5, 6.0, Xen Server 6.2, Cisco UCS DCUCI 5.0 Implementing Cisco Data Center Unified Computing. EMC NetWorker Console, version 8.2.2.5.

Operating Systems: Microsoft Windows 10, Windows 2012, 2008 Server, Windows 2003 Server, Windows 2000 Server, Windows NT, /2000/XP/Vista, Windows 7, Banyan Vines and MAC OS X ver. 10.4.11 Tiger, and OS 9, OS X ver. 10.5.2 Leopard, Snow Leopard, Lion, Mountain Lion, Mavericks 10.9, Yosemite 10.10, El Capitan 10.11, Ubuntu, Fedora.

Certifications - Currently Renewing

MCSE 2000

A+

MCP

Dell Parts

Certificates

Obtained HDI certification

Obtained Help Desk Analyst Boot Camp certification

Obtained Helpdesk Employee of the Month for May 2006

Obtained Helpdesk Employee of the Month for October 2006

Obtained Helpdesk 2000 Award

HP SIM, RDP, Blade Technologies April 17th 2009

VMware VSphere

XEN Center

Cisco UCS DCUCI 5.0 Data Unified Computing (classes only)

ITIL trained

Languages:

Fluent English

Fluent Spanish, 2nd language

PROFESSIONAL REFERENCES AVAILABLE ON REQUEST.

Contact this candidate