Customer Service Manager

Certifications:

MCSE (Microsoft Certified Systems Engineer) 2000

CNA Certified Novell Administrator (NDS) 1999

CPM (Certified Project Manager) 2010

Experience:

Shine Technologies, Inc 04/16-Present

Deployment Manager IT Lead

Managed a support team that performs most of the day-to-day work

Assisted the Program Manager and the development team members in planning each release

Ensured that the organization's release controls are documented and well understood by development Teams and Program Support Teams

Ensured that the architecture and infrastructure on which the application will be deployed are robust and stable

Ensured that a detailed deployment plan has been documented along with a back-out plan should anything go wrong during deployment

Coordinate with the Marketing Department and the program to ensure that sanctioned communications to all stakeholders have been properly prepared and reviewed

Ensured the product has been correctly and completely integrated across the program

Validated that the product has been correctly packaged before deployment and ensure that all release controls have been satisfied

Worked with the Marketing Department or IT Operations to deploy the product successfully

Yahoo, Inc

Refresh/Deployment Engineer (Quarterly Contract) 01/16-4/16

Boxed/Unboxed PC and Macintosh systems

Windows 7 Refresh Project

Transferred data to Mac systems via Thunderbolt cable/External Hard drive

Saved user data via migration tool or via external hard drive

Followed and Enforced defined division processes.

Provided high level of problem solving and analysis. (post migration)

PC imaging tools, remote control tools and Microsoft Outlook experience.

Ensure exceptional customer service & support with prompt problem resolution & follow-up with users

Use ViewFinity Privileged Management to assure local users had appropriate rights

Excellent Knowledge and expertise in hardware and operating system related issues for Desktops and Laptops (winxp, 7, vista, 8)

Expertise in Windows 7 /8 /Vista Deployment processes, Image Development and deployment with MDT and SCCM OSD, design and administration of Microsoft SCCM (all versions) in a large enterprise, and task sequencing.

Advanced troubleshooting skills for issues that appear to be related to base client operating Image or any of the applications that are included in the standard client image.

Excellent knowledge and hands on OS Image capturing and driver integration using SCCM 2007/2012

Excellent Knowledge and expertise in hardware and operating system related issues for Desktops and Laptops (winxp, 7, vista, 8)

Provided detailed status & problem reports regularly.

Maintained Professional work ethic & demeanor in all interactions.

Responsible for support of remote VPN/connectivity.

DKMS Americas 01/14-01-16

Network Administrator/Technology Manager

Designed and deployed networks as per the company requirement

Handled different tasks such as network address assignment, assignment of routing protocols etc

Carried out network address assignment, assignment of routing protocols

Handled production networking environment by implementing and managing it

Handled network infrastructure devices and equipment

Provided Support for Windows 7/Active Directory and Microsoft Office suite

Responsible for website adds used different methodologies to increase the performance and reliability of the network infrastructure

Installed and Implemented Citrix Web Conferencing software

Purchased wireless cameras, wireless microphones for web conferencing with German affiliates

Responsible for setup of team meetings via web conference three times a week

Responsible for CEO Global meeting to all employees (via web conference)

Worked on wireless networking, both LAN and WAN and VMware

Created documents on network architecture, its design criteria, performance metrics, etc

Installed different software, hardware and equipment in company

Responsible for 4 personnel who answers phone for guided support during various projects

Able to design and deploy networks

Uncommon ability to network address assignment

Good knowledge of Citrix Ica client installation/support

Capable to do all network related tasks on daily basis

Excellent in English communication

Superb knowledge of TCP/IP fundamentals

Bank of America TekSystems

T-band Implementation Support (Contract) 12/11-01/14

Deployed, configured, migrated and maintained PCs, Laptops, Phones, PDAs (Windows 2000/2003/XP workstations and servers) and other hardware setups.

Configured and upgraded the regular 100 Mbps network infrastructure to gigabit infrastructure using Cisco 6000, 3000, 2000 series switches, MPLS Switches, ASA etc.

Configured and managed web based Symantec anti virus and Barracuda spam filter for the corporate environment.

Configured and implemented Cisco based customer service applications and soft phones on PCs.

Implemented Cisco VPN with RSA Security tokens and configured the hard and soft tokens for local and remote users.

Set up and configured Cisco Meeting Place Server and VoIP phone system for audio and videoconferences between remote offices.

Configured and implemented the Black Berry BES Server 4.0.

Managed corporate user profiles and permissions related to VPN, Dial-in and mailbox server access

Deployed, configured and maintained PCs with Windows 2000/2003/XP workstations and servers

Configured and managed desktops, laptops, network printers, network troubleshooting.

Deployed, configured and maintained PCs with Windows 2000/2003/XP/Windows 7 workstations and servers

Configured and managed desktops, laptops, network printers, network troubleshooting.

Installed and configured database servers, clients and other software on development environment.

Addressed user complaints related to hardware, software, network, performance and data communication problems.

Performed troubleshooting, diagnosed, installed, upgraded, configured, and repaired computer systems and network system components.

Philip Morris International

Executive Support Analyst/Helpdesk (Contract) 09/09-12/11

Provided users with assistance solving computer related problems, such as malfunctions and program problems. Works with HP Open View SD4 for tracking system.

Supported all the high level executives CEO Senior VP’s, and VP’s for The Latin America Division of Phillip Morris International.

Performed migration of user’s machines from Windows XP Pro to Windows 7

Supported Windows XP, Outlook 2003, Microsoft Office 2003, Blackberry’s and Dell & HP Printers

Knowledge of NTFS security, DNS, DHCP, OSI, LAN, TCP/IP, WINS, cabling and Ethernet

In-depth knowledge of repairing and assembling PC

LANDesk support

Determines computer software or hardware needed to set up or alter system.

Trains staff and users to work with computer systems and programs.

Assesses the usefulness of pre-developed application packages and adapt them to a user environment

Recommends new equipment or software packages.

Utilized the computer in the analysis and solution of business problems such as development of integrated production and inventory control and cost analysis systems.

Prepares cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

Specify inputs accessed by the system and plan the distribution and use of the results.

VR Networks, Inc. 03/08-09/ 09

Technology Manager/Call Center Manager (Contract)

Provided 1st and 2nd level support for 100+ users in a charter school atmosphere

Supported Windows XP/Vista, Windows Server, Exchange 2003, Blackberry Enterprise, and Dell and HP Printers

Troubleshoot problems remotely using Dame ware and PC Anywhere.

Created a Trouble tickets system via Spice works, resolved 20-30 tickets per day

Responsible for call center support to provide database assistance as well as trouble ticket solution.

Processed all staff requests regarding technological needs and repairs, including the installation, configuration, testing, maintenance, monitoring, and troubleshooting of end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, end user software and networking software products

Performed preventative maintenance, including the updating of software and checks of workstations, printers and peripherals

Secured and distributed A/V equipment, in collaboration with media and technology coordinators

Setup all videoconference system for personnel.

Worked with COO to ensure that technology is set-up for new staff

Deutsche Bank 10/07-03/08

Deployment Engineer (Contract)

Participated in a team responsible for configuration, packaging and deployment of java-based web applications within Deutsche Bank

Re-imaged RReef Investments PC’s to Deutsche Bank specs, migrating data.

Supported users after migration

Acted as a subject matter expert on key application server technologies used in the Deutsche Bank environment, such as IBM Web Sphere, as well as a broad knowledge of all technologies used

Developed and integrated tools and methodologies for automated packaging, deployment and configuration of all applications within the DB environment

Assisted the project teams as application code moves between environments on a smooth path to production

Installed Symantec Endpoint Protection in a global environment

Administered user’s rights via Viewfinity Elevated Rights Management

Troubleshoot application integration, deployment and configuration issues

Reviewed engineering specifications and requests for new/updated applications for technical feasibility, recommended/implemented solutions and produced thorough documentation

Possessed comprehensive technical knowledge and organizational skills to oversee, coordinate, and participate in highly complex projects with high visibility and high impact on the business.

Provided input on new and existing processes and procedures based on industry best practices

Organized, assembled and lead teams from multiple IT groups, and in some instances, may supervise daily work activities of assigned team(s)

Rockdale Sleep Center 08/02-09/07

IT Analyst / Lab Technician

Installed and set-up LAN Network using Cisco routers

Supported Microsoft Windows XP, Outlook 2000, Exchange 2000 and MS Windows Server 2000

Obtained, analyzed, and integrated patient information to determine testing parameters taking into consideration patient physical/mental limitations, current emotional/physiological status, pertinent medical/social and psychological history

Maintenance and cleaning of equipment as per lab protocol. Implemented Virtual private network using Point-to-Point Tunneling Protocol for Technologist repository. Provided telephone support for all health technicians using Cad well software

Explained pre/post-testing procedures to the patient including orientation to lab setting. Preparation and calibration of required equipment.

Education:

Barrington University: B.S. Management of Information Systems May 1996

Miami-Dade College: Computer Technology, May 1994

U.S. ARMY Supply and Logistics School Ft. Lee, Virginia, Sep 1989: Quartermaster

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