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Engineer Customer Service

Taylor, Michigan, 48180, United States
October 24, 2016

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**** ****** ** 313-***-****

Taylor, Michigan 48180


Lead system administrator in a Windows Server environment. Performed desktop support, Microsoft Exchange management, Active Directory management, Cisco phone and voicemail support. iOS support. Maintained local system backups for all departments. Planned and implemented network systems for manufacturing test floor and for a small start-up company. Have experience with all aspects of multiple desktop deployments using Windows Deployment, DriveImage, Clonezilla and ImageCast.

Led engineering quality testing on all document processing hardware and platform software. Managed hardware and manpower resources. Led cross functional team meetings to provide quality products to customers.


BURROUGHS, INC. Plymouth, MI Apr 2010 – May 2016

A leader in financial systems hardware and software

IT Support

Maintained and managed Microsoft servers configured with Server 2003, 2008 and 2008 R2. Managed server resource provisioning, security, user and group access. Repaired physical servers. Performed all local server backup and restores at the Plymouth Michigan site. Provided day to day support for all server access issues.

Microsoft Exchange administration, Active Directory Users and Computers administration, Cisco PBX and phones administrator, Xmedius cloud fax, all desktop hardware and application software.

Microsoft Powershell scripting. Created numerous scripts to automate many of the repeatable MS Exchange and Active Directory tasks and reports generation, including the company’s user onboarding process.

Wrote over 100 instructional documents for both end-users and the internal IT team.

Performed phone support for remote users. We used Teamviewer in many cases.

Reduced new PC deployment time over 50% by implementing a Windows Deployment server,

Provided IT Service Desk support and also assigned calls to IT service desk team, as required.

UNISYS CORPORATION, Plymouth, MI Jun 1990 – Jan 2010

Worldwide information technology services and solutions company: $6 billion annual revenue.

Lead System Administrator / Lead PC Migration Project Engineer Jul 2003 - Jan 2010

Maintained Software Development department servers to provide maximum up time and reliable backup and restore operations.

Reduced new PC deployment time over 50% by creating department-specific desktop images and used the images to load PCs for specific user functions.

Was primary support for all Engineering department PCs. This included desktop development and engineering lab systems.

Evaluated and qualified new Dell rack mount servers and PCs. Once qualified I ordered and deployed all hardware for desktop and engineering lab use.

Qualified Dell and HP PCs to be used as controllers for Unisys document processing machines which were sold to customers.

Lead Test Engineer in QA Jul 1997 – Jul 2003

Led the qualification test group of four, which performed functionality and qualification testing of new document processing systems, testing compatibility of proprietary controller interfaces in each generation of PCs, and software platform functionality.

Reduced PC-based system testing effort by 20% by combining configurations in the test process.

Led the PC Migration project which interfaced with Unisys marketing, engineering, manufacturing, and outside vendors.

Created test schedules and all engineering documentation required to release each migration project to Unisys manufacturing.

Developed process improvements by creating automated test result-generating software using Visual BASIC, creating test plans, replaced existing process of individual PC software loading with disk duplication, and eliminating redundant test operations. These improvements drove down costs while continued to meet aggressive schedules.

Manufacturing Support Engineer Mar 1995 – Jul 1997

Supported the Unisys Plymouth manufacturing facility in all document processing and imaging system testing areas.

Created test fixtures that allowed for module testing which replaced full system testing which reduced system testing costs in many cases.

Wrote new procedures, used by the manufacturing technicians to test document processor modules and image systems. These procedures met regulatory requirements for ISO9000.

Developed a Windows based network in the manufacturing system test area which allowed technicians to enter test results directly at their stations electronically instead of manually, which eliminated redundancy and errors.


High Speed Image Capture System - Integration and Installation Aug 1990 – Mar 1995

Responsible for system integration and system testing of High Speed Image processing systems at Unisys-Plymouth facility. Installed systems at customer sites in the US, South Africa, and China.

Received the largest employee suggestion award at the Unisys-Plymouth facility for reducing the cost of operation by over $60,000 per year.

Created sets of macros which reduced the terminal configuration time by over 40%.

Operated and updated the Unisys V-Series mainframe which was used to control the image systems.


Customer Service Engineer 1981-1990

Maintained and repaired all V-Series and B-Series mainframes and peripherals at all Burroughs / Unisys financial sites throughout the Detroit area.

Received customer satisfaction awards in 1987 and1989.


Firefighter / EMT Jan 1977 – Mar 1979

Provided structural and crash fire protection and rescue services.

USAF Technical Instructor Jul 1975 – Dec 1976

Taught structural firefighting and rescue techniques in the USAF Firefighting School.


AAS – CIS, Schoolcraft College, Livonia, MI, 4.0 GPA 2003

R.E.T.S. Electronics School, Detroit, MI, 3.9 GPA 1979

United States Air Force – Technical Instructor training course 1975


VMWare: Install, Configure and Manage 2014

Cisco Routing and Switching 2014

PowerShell 2.0 for Administrators 2012

Windows 7 Administration 2012

George Washington University School of Business - Managing Projects 2005

Quality Assurance Institute - Effective Methods of Software Testing 2003

CompTIA A+ Certification 2000

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