Customer Service Support

MATT SUGDINIS

**** ***** ****, *** ***, Coconut Creek, FL 33073 (C): 954-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Experienced Systems Administrator with over 20 years of progressively advancing responsibilities supporting Enterprise Level Infrastructure Systems. Proven track record of excellent customer service providing direct support to all organizational levels. Extensive experience managing vendor support relationships for ongoing maintenance, upgrades and issue resolution. Experience supporting organizations on ITIL framework and processes.

SKILLS

Desktop and Server Administration

Backup Systems

Cisco System Administration

ITIL – Incident, Change, Problem Mgmt

Vendor Management

Executive Support

Exchange Administration

AD and Account Administration

EDUCATION

Bachelor of Science- Florida State University

Multiple Technical Certifications – Compaq UCCX Server Administration

ITIL Fundamental Training and workshops

WORK HISTORY

Systems Administrator, 08/2005 to 01/2017

Focus Technologies – Sunrise, FL

Experienced Exchange 2010 Administrator, DAG environment

Service Desk Management responsibilities reporting to Director of IT Infrastructure

ITIL Change, Incident and Problem Management on Atlassian JIRA ITSM Platform

Responsible for the management of all System backups on Back Up Exec platform supporting 3 locations

Managed Iron Mountain offsite rotation for DR and BCP requirements

Configure and maintain SFTP server access for internal and external users, UServ SFTP vs 15.1

Supported all Corporate users and management groups in Active Directory

Responsible for Spam Mail Filtering utilizing Google, Symantec and BrightMail.

Key member of Disaster Recovery Team, responsible for alternate location readiness, testing and event support

Responsible for DR communication systems using Satellite on DRV mobile command center

Experienced Windows Server 2003, 2008 and 2012 Desktop - Windows 7, 8 and 10

Administrator, Right Fax 9.4 Enterprise, setting up and managing users

Managed Image Right 3.5 and Image Right 5.7 email receivers

Principle IT Audit resource responsible for IT audit artifact gathering and control maintenance for annual SAS 70, SOC I & SOC II Audits working directly with 3rd party Auditors (Plante Moran)

Solar Winds Administration for server monitoring 12.0

Experienced Xen Desktop and Server Administration 6.5

Set up and maintained users for Oracle DocuCorp Desk Top 11.5

Managed user access for Policy Port (Proprietary SAAS offering – Insurance Agency Administration System)

Managed Patch Management with Microsoft SMS and SCCM

Managed CISCO UCCX 8.5 Administration for call center setting up skill sets, users and teams

Worked with CISCO CUCM 8.5 Administration for phone deployment

Managed CISCO Unity 8.0 Voice Mail Systems

Managed CISCO Compliance Recording 8.0 for UCCX CAD CR WFO Management

Managed Web Sense Internet Content Filtering 7.1

DSL/ADSL Installation Master, 09/2002 to 07/2005

Cyber Nation/Eco Comp - Fort Lauderdale, FL

Provided onsite installation and repair for Bellsouth’s residential and commercial DSL customers

Involved physical wiring as well as PC and MAC configuration and support, new installations required verification of service and the placement of new CAT 03/05 cabling as well as filters, internal and external at SMART JACK, NID, 110, BIX and 66 block POTS locations, which bypass existing alarm and PBX systems, rerouting filtered POTS lines back to existing systems

Repair services included diagnostics and replacement of existing equipment, resolving provisioning failures, PC & MAC configuration as well as OS troubleshooting

Managed inventory as well as processed all return merchandise authorizations

Technical Support Engineer IV, 03/1998 to 08/2002

The Answer Group - Margate, FL

Assigned to Compaq Consumer, Compaq Commercial and Bellsouth Internet Service accounts

Extensive customer service support resolving not only technical issues but billing, orders, processing claims and cross shipping of equipment and peripherals

Maintained quality average of 96% and a productivity level of 94%

Assistant Store Manager, 01/1991 - 02/1998

Wal-Mart Stores Inc. - Various Locations

Managed sales generally exceeding 8 million yearly

Involved with new hire staffing, sales training, OSHA compliance, evaluations and disciplinary procedures

Directly responsible for 10 – 14 subordinate supervisors, overseeing various departments with 30 – 50 hourly associates

Managed in 8 store locations, completed 5 full store inventories and opened 4 new stores on time

ACCOMPLISHMENTS

Successfully restored damaged files on primary company file server affected from crypto lock ransomware attack which affected several departments and not only were files restored but applications were reinstalled in order to restore functionality

Deployed with DRV Team to Baton Rouge for 8 weeks in wake of Hurricane Gustav, 2008, in order to support remote office with primary emphasis on restoring business operations for Citizens Wind of Louisiana

File Server migration, moved all company files for 325 users from a 2003 file server to a 2012 file sever to include drive mapping via group policy

Implemented new SFTP environment for internal and external users utilizing Solar Winds ServU SFTP v.15.1

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