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Customer Service System Administrator

American Fork, Utah, 84003, United States
January 12, 2017

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*** * **** *

Lehi, UT *****

Cell: 801-***-****

Sr System Administrator / Helpdesk Support

Proven Analytical and Troubleshooting Abilities Customer Service and Customer Satisfaction Problem Solver Hardware and Software Troubleshooting Problem Resolution System Administrator Networking PCI Compliance Create/Refine Solutions and Processes Experience in Application Development Database

Highlights of Qualifications

Hardware Helpdesk/System Admin.

I am self-motivated and have a strong desire to learn all that there is in each area of my profession and to be able to function knowledgeably and proficiently in as many different areas as I can.

I have gained extensive knowledge and experience with many different aspects of a PC/Server configuration including site-to-site communications, hardware's, software, database, and many types of configurations of each. I have Supported IBM Power Systems, Dell PowerEdge, HP, and other manufacturers, PCs and peripherals, Networking configurations, Hardware, Software multiple Server Operating Systems, Security, and PCI Compliance.

Customer Service

In my well-over 10 years of experience, I have worked with people from all walks of life, professions, backgrounds from the US to Puerto Rico in personal and support type role and have become the one to assist these people by taking escalations and have spoken with dissatisfied clients on complex issues, working with them towards their satisfaction and satisfactory resolution. Becoming an expert in my job, people and knowing best how to assist the client to bring about a good client relationship, trust, and dependability.


Hardware Helpdesk/System Administrator


West Valley City, UT

Sr. System Administrator

6/2006 10/2016

Fiserv is a Credit Union and Banking Solutions and a Fortune 500 company. My primary role was Hardware Helpdesk, providing hardware support for our clients around the U.S. and Puerto Rico. In my tenure, I gained extensive knowledge of the products, systems, and configurations. I would occasionally be utilized in the Staging department when they were short-handed, setting up and installing new systems. I have successfully troubleshot and resolved new and complex hardware and software issues where the Software Support Team were unable to resolve. I was assigned to special projects, for example:

Administered the Client Disaster Recovery Systems which were comprised of VMWare ESXi systems hosting Windows 2003 and 2008 R2 Domain Controllers and multiple IBM AIX systems running WPARS and a Client accessible Windows IIS7 Web Server for monitoring EVault, their backup solution.

Setting up and hardening CentOS 6 and 7 Virtual Machines and Red Hat Physical and Virtual to run Apache Tomcat with reverse proxy. Ship the physical systems and remotely install, configure, and ensure functionality with third party company and processes.

In my tenure, my responsibilities included:

Manage incoming calls in "Facets", our ticketing application. Call the Client and troubleshoot hardware issues. Determine faulty parts and schedule part replacements with a contracted third party company. Follow up with the Client to ensure functionality and satisfaction. Close or reassign the case as appropriate.

Required to be independent, self-starting and self-managed. Be available on a rotating 24x7 on-call schedule for emergency support pages for clients Software Support, Staging, and Disaster Recovery and kept myself available 24x7 for my own team and Staging as well as I could.

Create or find new solutions to new and existing issues that come from new systems or system upgrades, changes, software changes/upgrades, requirements and document and implement as needed.

Set up, configure new servers. Ship the systems and peripherals to the client site, travel to the client site and install/replace (new and upgrade) the hardware in client Server rooms. Move data via NFS if they're upgrades. Verify functionality from all aspects and ensure that hardware and software is running properly before the systems go live. Immediately resolve any unexpected hardware, software, network issues as needed. Verify data and OS backups are working properly.

Set up, install, troubleshoot varieties of Hardware configurations, Unix, Linux, Windows Server and PC Operating Systems. Assist software and third party companies in troubleshooting any issues that can arise with changes in configuration and upgrades.

Troubleshoot and resolve hardware and driver issues, failures, driver and software compatibility.

Administer the internal VMWare ESXi systems including upgrading from versions from 4 to 6, Windows Server 2003 and 2008 R2 Virtual Machines. Keep the VM's patched, secured, and updated, remediating vulnerabilities found from Qualys scans, Tripwire, Vormetric to keep the systems secure and PCI compliant.

Created Linux system to run Apache Tomcat with Reverse Proxy for clients in Puerto Rico. Including configuring and hardening CentOS Virtual Machines and physical Red Hat systems, Installing Apache Tomcat, configuring to work with the clients 3rd party to access securely.

Ensure Customer Satisfaction at all times, resolving escalated cases, helping team members with issues to help resolve quickly and then training as needed to help the team be well-rounded in our skill sets.

Find, document and implement solutions.

Create training documentation for hardware and software setup/configurations.



Sunnyvale, CA

02/2007, Fortinet Firewall


Phoenix, AZ

07/2006, AIX Administration and Problem Determination II

Utah Valley University

Orem, UT

Oct 2005 to Aug 2006, Computer Science

Suse Linux Administration

C++ Programming


Software: Microsoft Office, OpenOffice, Adobe, Active Directory, Cisco WebEx, Team Viewer, Join.Me, Symantec Antivirus, McAfee Antivirus, Kaspersky AV, Malwarebytes, Lotus Notes, Lotus Sametime, Cisco AnyConnect, putty, psftp, PCN Term, NetTerm, FileZilla, Visual Basic, Tripwire, MySQL, VMWare, ESXi VSphere, Oracle VirtualBox, Microsoft Virtual PC, RSA, Dell iDRAC/RACADM, Dell OMSA, telnet, SSH, SFTP, FTP, HTML, VNC, Terminal Services/Remote Desktop, NLB, DFS, Samba (smbclient, smbpasswd, printer scripts, smbstatus, smb.conf, etc), tar, cpio, gzip, lpstat, lsvirprt, lp, CUPS, smit/smitty, diag, vi, Apache Tomcat, Disk Management, Device Manager, Event Viewer, regedit, Task Manager, IIS, Diskpart, Windows Sysinternals utilities procmon, perfmon, pstools, Fortigate Web and CLI interfaces, UTM, DNS, DHCP, TCP/IP, ping, tracert/traceroute/tracepath, netstat, arp, nslookup, ipconfig, ifconfig, tcpdump, SMTP, Wireshark, lspv, lsvg, lvdisplay, vgdisplay, lsdev, lspci, Unix and Linux Command Line, Linux Scripting bash, ksh, (basic/learning), Python (learning), sudosh, yum, apt, apt-get, subscription-manager


IBM (Power 5, 6, 7), DS3500 disk systems, LAN-Attached RAN/Digi PortServer

Dell PowerEdge 1900, T610-630, R420, iDRAC,

PC systems, Dell, HP, Custom, etc.


Networking: Switch, Managed Switch, Router/Firewall, Fortigate, Some Cisco

Printers: HP, Brother, Lexmark, Okidata, Canon. single or duplex

Other peripherals: Document and ID Scanners single and duplex, Signature pads, USB Drives, USB Hubs, Serial Devices,

Networks: LAN/WAN, Wireless, Routing, NAT, VPN, Switching, Layer 2 and 3,

OS: Windows: XP, Vista, 7, 8, 8.1, 10. Windows Server: 2008 & R2, 2012 & R2. AIX: 5.3, 6.1, 7.1. Linux: Red Hat Enterprise, 4, 5.x, 6.x, 7.2, CentOS 6 and 7, Ubuntu 12, 14.02, 16.02, armv71, Live Antivirus-Recovery CDs, Trinity Rescue, Kali Linux


A+ Certification

Convergys Management Training


"Client Centric" Award

This is given when a client has contacted the company via phone or email and has given praise for resolving an issue (usually a complicated) and is very happy about the service they received.

Values Award

Given for putting in more than required work/effort. This was for working overtime and working from home (personal time) on a client's issue. Additionally, I was asked to travel to the client's site (out of state) to resolve the issue in person instead of remotely (this was far from typical).

"Living Proof" Award

Similar to the Values Award. Given for Resolving complex problems and coming up with a solution resulting in happy and satisfied clients

"Living proof" Award

For working after hours on a down system until 1:00 AM and seeing the problem through while ensuring even the third parties are on task to resolve the issue.


"Not only is Neldon highly intelligent he is very hard working and easy to manage. He has tackled every project assigned to him with enthusiasm and competence. He understands the sense of urgency and how to get the job done quickly and effectively. He consistently produces superior quality work, on time, and with little supervision. In my opinion, Neldon is the true example of the type of employee that every employer wants."

Michael R. Waddoups

Former Supervisor/Manager

Fiserv, Inc.

801-***-**** or

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