Customer Service System Administrator

Michael J. Escobar SR

***** * ***** ****, ********* WA 99337

Mobile: 509-***-**** • Email: *********@******.***

Objective

Experienced IT Professional with a strong analytical skill set, looking to expand my career, and explore Network Security, and Software Programming positions.

"The greatness of a man is not in how much wealth he acquires, but in his integrity and his ability to affect those around him positively." –B.M.

Key Qualifications

Involved in company & server migrations in roles as a Technical Analyst, Desktop Support, and Domain/System Administrator in multiple different jobs and environments.

Created multiple training, help, and instruction, easy to read, documents, helping colleagues, and new employees with troubleshooting and training.

Always willing to learn new skills, and take on new challenges, excelling myself in any field. I am the guy who is always willing to learn, from anybody.

Completed multiple online course with batch, HTML+, CSS, JQuery, VIM, and JavaScript.

Nominated for Excellence in Customer Service from the TriCities Visitor and Convention Bureau in 2013 while maintaining over 95% average customer satisfaction rate.

Work Experience

Desktop Support Lead, Consultant, Providence Heath and Services of Washington

Feb 2016 – Current

40+ hours per week

Supervisor – Aaron Aardal, 1-509-***-****, Please do not contact

Promoted to Desktop Support Lead, managing a crew of 8, during weekly migrations (domain change) from Kadlec to Providence.

At the elbow support for users who have been migrated, troubleshooting, and problem resolution

Manage team time, and projects needed for migration project (Validations, Replacements, Software issues)

Troubleshooting Printers, Dell and HP hardware, EPIC issues, Dragon Natural Speaking software, and all other Enterprise Healthcare Software, during Pre- and Post- migration.

Building tools, i.e. scripts, documents, and multiple knowledge based articles to help team troubleshoot and resolve issues in a timely manner.

Desktop Support, Consultant, Kadlec Regional Medical Center

Oct 2015 – Feb 2016

40+ hours per week

Supervisor – Aaron Aardal, 1-509-***-****, Please do not contact

IT Support for a Hospital Enterprise environment, for over 3,000 users, also involved in a migration project, to Providence Health Network.

Troubleshooting Microsoft Windows client operating systems, XP, 7/Windows & Microsoft Office up to Office 2010, and now Citrix environment, EPIC, Remedy, and SCCM.

Deploying new hardware, evaluating new software & security risks.

Senior IT Support Specialist, Railex

July 2014 – Oct 2015

40+ hours per week

Supervisor – Matthew Watkins, 1-509-***-****, May be contacted

Promoted to Senior IT Support and took lead position just after 3 months, after 6 months given System Administrator access, supporting all network infrastructure, servers, and desktops.

Maintain local servers, network infrastructure, and technology. (HP/DELL servers, Shoretel Server, UPS, Motorola/Aerohive networks, Wavelink Avalanche, Office 365 administration)

Dell OptiPlex Desktops/Latitude Laptops deployment, Imaging, Software and Patch testing

Provide support for Motorola Symbol RF Guns, and Samsung Galaxy Tablets, Datamax Thermal Label printer support, along with general printer HP LaserJet maintenance.

System Administrator in Active Directory, Office 365, Microsoft CRM, Priya, and Produce Pro

Supported Shoretel VOIP phone system, along with creating new users, and server updates

Involved in server migrations, permissions transfers, and file transfer from windows 2003 server to 2012 server VMWare, and DHCP crossover.

Data runs for expansion, CAT-45 cable, switches and VOIP Phones

Technical reading, writing, and communications in warehouse, office, and executive (Directors, VP, Senior VP) support. Communicated directly with Executive level members.

Computer Technical Support Analyst, Lockheed Martin

Dec 2013 - July 2014 Contract position

40 hours per week

Supervisor – Sheryl Watkins, 1-509-***-****, May be contacted

Involved in a mass migration in an Enterprise environment, supporting a power company in New York.

Created multiple training, helpdesk, and knowledge base articles, project specific, for all colleagues and new employees coming into the the migration.

Practiced excellent verbal and written communication skills and present complex technical information in a clear and concise manner

Support for Cisco VPN access, Mobile phone deployment, Outlook, and Windows environment

Provisioned and Supported Cisco Phones/Jabber/WebEx, IBM ticketing system, Outlook/Lync, Handled SharePoint, Active Directory, confidential material and sensitive data, and SAP

Customer Service, Starbucks

April 2012 - Dec 2013

32 hours per week

Supervisor – Katahdin Cook, 1-509-***-****, May be contacted

Nominated for Excellence in Customer Service Award for 2013

Built a strong ability of being able to work under pressure, and trained for excellence in customer service

Met high demand and executed fast paced delivery, and operated drive thru window and providing 30 plus customers with service every 30 minutes on an average every day

Education

Charter College

Associates Degree Computer Science

2.8-3.0GPA

oTrained for certifications in Network+, A+, Network security, Server+, Security, Forensics, Criminal Justice, and Network Security training, OSI model, security training, and basic IT standards

oUbuntu, Windows 8, Server 2012, Office 2013(Excel/Word/PowerPoint/Outlook), SonicWALL environments, TCP/IP fundamentals, IPv4, IPv6, Subnets, and other networking protocols

Charter College

Network Security Certificate

3.0-3.5 GPA

oCreated from scratch Linux based intrusion detection system (S.N.O.R.T.)

oUsed wire shark for network monitoring, studied multiple types of viruses, trained in monitoring, and maintaining network security

Eisenhower H.S.

oBuilding PC's for local elementary school’s computer dept., installed and setup Windows 95

oHTML and web development, and handled special projects and request from school

References

Darrell Fifield - Providence, Client Systems Spec 509-***-****

Amin Borough - Railex, Warehouse Analysts 509-***-****

Katahdin Cook - Starbucks, Store Manager 509-***-****

Margie Hart - CH2M Hill, Office Administrator 253-***-****

Contact this candidate