Customer Service Engineer

*** ****** ****** **** (***) ***- ****

Brooklyn, NY 11216 Cellular 347-***-****

****.*.********@*****.***

Neil Franklin

Summary of Qualifications

I am Microsoft Certified Professional with over 20 years of experience. I've spent the last 7+ years employed at a large financial/insurance institution active in various roles within the CTO network organization. I'm proficient with various Windows' platforms and 3rd party network utilizes ranging from administration tools to network security.

Summary of Experience

Utilized various tools to perform day-to-day administration and maintenance on the Windows platform for the companies’ developmental, quality-assurance and production systems. Tasks include (but not limited to) 3rd level troubleshooting of problems that arise within the environment on a daily basis, installing and configuring server & desktop systems, installing and maintaining backup & systems management software, troubleshooting Dell and Compaq\ HP hardware issues, maintaining security standards via group policies and working with various development teams to ensure the availability of their applications for the business. During previous positions within the company - assisted with the engineering of a standardized desktop & servers, coordinated and participated in the desktop rollout and performed day-to-day support calls to the end users. Proven ability in mapping business requirements to technological deliverables. Skilled at implementations supporting various use-cases and application needs. Professional problem-solving and taxonomy skills, resolving complex technical issues. Excellent customer service acumen. Outstanding communication skills with the ability to relay complex IT concepts to non-technical audiences

Professional History

2016 to Present

PROFOOT Inc.

Senior System Administrator

User administration (set-up and maintaining accounts) remotely and locally

Providing support remotely and locally

Verifying that peripherals are working properly

Quickly arranging repair for hardware in instances of hardware failure

Monitoring system performance

Installation of various software packages

Created a backup and recovery policy

Updated OS and application software

Implemented the policies for the use of the computer system and network

Setup security policies for users.

Assumed additional responsibilities throughout tenure at Company

2009 to 2016

American International Group Corporate Business IT, New York, NY

IT SECURITY ANALYST

Analyzed, weekly data loss prevention intelligence

Performed risk assessments as part of the corporate vendor onboarding process.

Developed and implemented corrective actions for security breaches

Developed, implemented, and maintained internal procedures to ensure data security

Participated in the user security awareness training deployment programs

Served on disaster recovery testing\implementation team.

February 2001 to 2009

Unisys Corporation, New York, NY

Lead Customer Service Representative

Offered second and third level technical support and delegated for maintaining all Windows Servers and related technologies.

Imparted technical, administrative and configuration support for Windows NT Server.

Coordinated in strategic engineering planning sessions and assured systems high availability and data protection.

Corresponded about system maintenance requirements and risk evaluation to end-users, management and operation staff.

Managed systems and application support documentation.

Member of the 3rd level support team that was responsible to handle issues passed along from 50+ 1st level technicians in the Northeast region of the country

Assisted with the transition of support responsibilities being handled by AIG internally to being handled by the Unisys Corporation

Responsibilities included: technology refresh on PC's and laptops, setup of network and mainframe printers, troubleshoot server and desktop software/hardware problems and train new staff as they were hired

November 1999 to January 2001

American International Group - Data Center, New York, NY

Senior Network Service Facilitator/ LAN Administrator

Performed end-user support for the AIGDBG and Claims organizations

Performed new user setup including: home drive creation, LAN ID & Exchange account setup and ensured proper group membership so users would have the correct access to the necessary data

Assisted with upgrading Windows NT3.x servers to NT4

Assisted with the standardization of the operating system images on the various hardware platforms

Worked with development and engineering group(s) to ensure the proper execution of logon scripts

Worked on the Y2K compliance team to help ensure that all desktops and servers were compliant from both a hardware (firmware) and software perspective

In the assistant supervisor role, assumed responsibility and handled problem escalations in the managers absence

Projects included: physical relocation of users & data to different buildings, relocated & consolidated 25+ servers to new hardware & locations, assisted with the migration and testing of new 100Mb router and switching equipment that was replacing older 10Mb routers & hubs and assisted with the migration of users from Win9x to Windows NT4 workstation

January 1998 to November 1999

Athene Inc., New York, NY

Developer/ LAN Administrator

Developed software distribution solutions for corporate LAN.

Maintained corporate intranet site content.

October 1997 to January 1999

MicroAge Inc., New York, NY

LAN Administrator\System support Engineer

J.W. Thomson (New York, N.Y.)

System Support Engineer (Consultant)

Supported a token ring\ Ethernet environment of 400 users ranging from an employee to CEO, running on a mixed environment (both Novell 4.1, & Windows NT 4).

Citicorp (Long Island City, N.Y.)

LAN Administrator\System support Engineer (Consultant)

Responsible for resolving all Networks related problems, Software and hardware support .

Credentials

Microsoft MCP, A+ certification, (IT Security CISSP in progress), Dell Certified Systems Expert (DCSE)

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