Summary

A goal orientated, self-motivated, Accomplished IT and Contact Center Professional, possessing an innate ability to successfully identify issues and develop innovative solutions for increasing reliability & improving productivity. Also, I demonstrated a vast knowledge that yielded successful results in the areas of: Microsoft Office suite, personnel & systems administration, implementation & support of enterprise class systems/solutions.

Professional Experience

UNO (Near Shore Operations) Santiago, Dominican Republic 08/2011 – 01/2017

Project/Client - Hot Topic, Torrid, Box Lunch & Lovesick Brands iYogi Brother Printers

For the past 4 years I held a leadership role for an inbound Customer Service for a major retailer in USA/Fortune 500 Retail Company (Parent Company Hot Topic). During the time I participated in the project, I was able grow and hold several titles during my tenure. I started in the project in October 2013 as an Operation supervisor and again in September 2014. As of June 2016, I was promoted to Assistant Manager and was Acting Manager for 3 months.

As of January 2014, I have transitioned to a training role for one of the largest technical support subscription providers worldwide. My responsibilities have been to attend and conduct the initial training that will launch the campaign in UNO.

The Related Companies New York City, NY (Real Estate Development & Management)

Systems Administrator 09/07 – 11/08

I Held a versatile position that provided multi-tier support to an organization with 1000+ employees, 20+ remote sites & 120+ servers. Position consisted of the administration, installation & management of an Enterprise Windows environment, Cisco based Local & Wide Area Network, Network Security infrastructure, Server Virtualization infrastructure, Exchange mail environment and EMC SAN Storage systems. Also, architecting, deploying & documenting all new hardware & software installations.

Special Projects: Engineered & deployed the Citrix Presentation server 4 farm, VMware Lab-Manager & Virtual Infrastructure in a clustered environment & EMC’s Avamar backup solution for remote site. Deploy & configure all hardware & software components for SharePoint 2007 server farm.

CR Bard, Inc. Murray Hill, NJ (Developer & Manufacture of Medical Technologies)

Network Administrator 5/05 – 09/07

I Held a position with key roles in the existing LAN team by providing multi-level support to an organization of 3000+ employees, 150+ servers, multiple datacenters, manufacturing plants & remote sales sites. This position consisted of engineering, deploying & managing several areas of the server & network landscape. The main area of focus was supporting Windows servers, Active Directory, Citrix & Cisco based Local & Wide Area Network in multiple locations & Datacenters. Monitoring & support VPN access, VLAN’s configurations, Wireless infrastructure, e-mail filtering, & patch management. Monitor & correct issues with daily backups.

Special Projects: Spearheaded a Citrix Migration\upgrade from a Winframe 1.7 & Metaframe XPe to Presentation server 4 farm on 2 IBM Bladecenter Chassis w/ 10 blades & integrated network components. Standardized configurations & deployed Wireless to local & remote sites. Engineered & deployed VMware ESX (connect to a SAN) & GSX environments. Migrated critical and outdated systems to virtual machines in the VMware Virtual Infrastructure. Wrote all procedures used to build & deploy new Windows 2003 servers in the organization.

Professional Experience continues

Professional Experience (continue…)

Vertis, Inc. /Webcraft LLC North Brunswick, NJ (Direct Marketing & Large-scale printing)

System Engineer (promoted to corporate team) 7/99-5/05

Provide tier 3 Support to a 24/7 manufacturing environment by monitoring, diagnosing & responding to any systems related issues. Monitor & support a mixed Netware NDS & Windows Active Directory environment with 1000+ users & various applications.

Plan, coordinate & support the integration/migration of existing remote infrastructures. Coordinate & implement upgrades & hotfixes to systems & applications across multiple datacenters. Respond & resolve all issue related to the Citrix environment.

Education

•Computer Science Degree, Middlesex County College/Rutgers University (incomplete)

•Systems Engineering degree, CHUBB Institute (complete)

Training

Specialized Training

I have participated in several specialized trainings and certifications to enhance my knowledge and develop my skills. Among the trainings I have participated in, are:

•Microsoft MCSE, Exchange 2010, SQL 2008

•Cisco CCNA

•Citrix CCA

•VMware Virtual Infrastructure, Lab Manager

•PMP Certification

Administrative Courses

I have also invested time in developing my leadership and management skills as part as my continuous development and enhancement of performance:

•Time Management

•Coaching

•Customer Service

•Conflict Management

•Leadership

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