Customer Service Support

Darius C. Buster

512-***-**** *********@*****.*** LinkedIn: https://www.linkedin.com/in/darius-buster-b89806130

Profile

Analytical, innovative, and results-oriented Information Systems Associate with excellent networking skills. I am a certified team lead with proven project management experience. My goals include Project Management and ultimately Director of IT Services. I have an Associate’s Degree in Computer Information Systems and Business Administration. Strong customer service skills and attention to detail. Strong customer service focus. Self-starter, excellent communicator, strong problem-solving skills, and a strong work ethic.

Experience

Extensive technical experience: 15 years in the Information Technology industry, large and small scale environments

Dell certified equipment repair/installation technician (servers, desktops, laptops)

HP certified Trainer and equipment repair/installation technician (servers, desktops, laptops)

Nine years of PC migration experience, including staging and imaging using Symantec Corporate Edition (W2K, W2k3, Win2k, WinXP, Win 7, Win 8, VM Ware Server, VM Ware Workstation With Hyper-V)

Experienced using remote access for technical support through Windows 7 operating systems

Experienced using VM Ware Workstation, Hyper-V, V-Center access for technical support through Windows 7, and Windows 8 operating systems

SCCM Configuring and Troubleshooting TCP/IP protocol and network connection, experience with deploying and automating distribution of monthly security patches for Windows environments.

Installed operating systems and software: MS Office Suite 2007 through Office 365, Windows XP, Windows 7, Windows 8.1, Dreamweaver, V-Sphere Client, VPN clients, Baan, Norton Anti-virus, Lotus Notes

Local and wide area networking experience: TCP/IP, firewall security, LAN & VLAN administration

3270 mainframe application experience (General Motors)

Maintained, implemented and assisted with development of Microsoft Access and SQL databases

PC Technician, experienced in installing new and maintaining old laptops and desktops as well as peripheral support/maintenance. Experienced in installing computer peripherals to include printers, monitors, and tape libraries – Dell, HP, Compaq, E-Machines

Administration support of Windows Server NT, 2000, 2003, 2008 R2, 2012 R2

Active Directory Administration and maintenance – responsible for setting up and maintenance of user access rights, group policy, passwords, security, contacts, etc.

Managed offsite user accounts including secure-ID, VPN (Virtual Private Network), I pass, and Secure Portal

Employment

IT Operations Data Center Shift Lead

General Motors June 2012 – December 2016

Prevent business-impacting incidents by ensuring that all teams required quickly engages to resolve the situation before it becomes business-impacting.

Responsible for staying on top of all event, incident, and requests/change management for all during their shifts.

Interact with global peers within the network operations center and across other departments, to solve the more challenging escalated problems as well as change implementations from the simple, to the more complex

Provide technical guidance to clients on a variety of issues via telephone calls, emails, and client requests.

Manages all resources on the shift (direct and indirect) personnel to ensure coverage for each area within the ITOC and provide oversight for day-to-day ITOC operations

Assists with defining documented standard operating procedures, diagrams, and training materials for use by the team in the ITOC

Mentor and provide guidance to junior team members.

VM Account Administrator performed all actions with Hyper-V, allocating resources to each VM operating system Virtual Private Cloud, including manage users, virtual data centers, networking resources, and access

Conduct post-mortem reviews of incidents to ensure that monitoring gaps and process breakdowns are addressed

Perform standard System Center administration duties including but not limited to the design, deployment, monitoring, and diagnostic of SCCM, Orchestrator, SCOM, and related subsystems.

Use SCCM deploys and automate the distribution of monthly security patches for Windows environments.

Use ITOC monitors and various tools to correlate alerts and resolve incidents as quick as possible.

Implement policies and procedures surrounding Information Technology.

Manage the environment, including virtual machines across users, add vApps and media and create virtual data servers.

Provide oversight guidance and be a focal point for the ITOC during incidents to help resolve the tickets while still at a lower severity

Lead special projects for the ITOC as deemed necessary(master Schedule, Shift report, alert triggers, etc)

Power on, power off, reset, and suspend virtual machines in the data center.

Assist with the metric gathering and reporting in the ITOC.

Monitor ITOC ticket queues and move resources around to meet business demand and priorities that work best for General Motors.

Engage in the creation, researching, testing, and execution of the Disaster Recovery plan.

Escalate issues within GM as necessary or be proactive in ensuring appropriate support is engaged as necessary to help resolve the incident

Integrate ITOC processes with other IT operational processes such as Incident, Problem, Change, Availability, Release and Service Continuity Management and ensure various tools like CMDB, Change and Problem records are consistently leveraged by ITOC Operators during incidents to help resolve the tickets while still at a lower severity

Ensure that event ticket information is entered in the daily incident tracker and report out on the incidents during the daily review calls

Follow-up on Priorities 1 through 3 incidents that are not in Work in Progress status by the defined service level agreement

IT Site Support Lead

General Motors January 2009 – June 2012

Resolve end user’s technical issues following standard protocols

Executive IT Support Lead: provide support to a Senior Vice President and eight Executive Directors / Executive Assistants

Actively on-call 24x7. Some travel required.

Network Support Lead, for issues within the buildings, and connection to the main location in Michigan

Responsible for a broad range of operational support, for VM’s with Hyper-V, and install, move, add, change (IMAC) requests

Maintain a positive attitude while working in a dynamic, fast-paced environment.

Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, and multiple server platforms

Telepresence support of installation, and troubleshooting

Work within strict timescales and elevate incidents within defined time windows

Administrator of user accounts in Active Directory

Update Asset Management systems/maintain accurate inventory

Troubleshoot network printer, Access points, Switches, and ports for connectivity issues

Implement, support and troubleshoot emerging technologies within General Motors

Provide audio/visual support for upcoming Townhall and broadcasts

Support IT onboarding of over 2600 new hires over two years at the Austin IT Innovation facilities

IT Field Network Technician / PC Support Technician Lead

Hewlett Packard 2005 - 2012

Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met

Work with local teammates and virtual team members

Solve technical problems on assigned hardware and software platform application following standard protocols

Upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the service request

Network Administrator view virtual data centers, virtual machines, and Manage users, virtual data centers, or add vApps and media to the companies catalog.

Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, and multiple server platforms

Troubleshoot network printer, Access points, Switches, and ports for connectivity issues

Support the IT infrastructure in office environments

Administration support of Windows Server NT, 2000, 2003, 2008 R2, 2012 R2

Installation and full administration of Global corporate backups and data recovery using Veritas Backup Exec 8.5 and 9.1, Syncsort Backup Express version 2.15C, 2.15D, including offsite data protection

Administration of user accounts in Active Directory

Network Administrator Technician/ PC Support Technician

School One Technical Service 2001 - 2005

Administration and installation of user accounts in Novell Directory in Microsoft Windows 2003 Server

Performed PC and server rebuilds, as well as installations, configurations, maintenance, dismantling, and monitoring

Troubleshoot network printer, Access points, Switches, and ports for connectivity issues

Installation of Intellex units for video surveillance security systems throughout all companies in my region

Built maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation for numerous end users

Support the implementation of Operating Systems and installation of networking projects throughout specific environments such as Education, Business, and Financial

Upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the service request

Set-up software and applications for use on IBM, Hp, Dell, MAC, Gateway and Sony Laptops and Desktops of various makes and models

Education

Bachelor Of Business BA Administration Computer Information System

Davenport University Austin, TX Aug 2016

Associates of Arts Computer Information System & General Studies

Wayne County Community College Detroit, MI May 2003

CompTIA A+, Net+, Server+, certification

Boston Community College Boston, MA May 2000

Completed course work for CCNA (Cisco Certified Network Associate)

School Craft Community College Livonia MI, 2006

Completed course work for CCNP (Cisco Certified Network Professional)

New Horizons learning Center Austin, TX May 2015

References available upon request

Contact this candidate