Technical Support Project Management
Resume:
GEORGE O. MOLDOVEANU
**** ******* ****** **., ********, TX 75071
Cell: 214-***-****
E-mail: ******@***.***
Profile: over 15 years demonstrated experience in infrastructure technical support and project management
Qualifications include a diverse and strong background in Operating Systems, Windows Networking and Helpdesk support. Background includes Systems implementation, technical support, desk support and team management in industries focused towards Macintosh,Windows XP, Vista and Windows 7,8,10 and 11 - technical support, network implementation and administration, programming, development and research, data migration & conversion, technology based manufacturing support, office hardware and software technologies, and the development of industry related procedures and applicable processes. Credentials are amply supported by extensive experience and knowledge in LAN, WAN, PC hardware, software and technical/operational support. Over 15 years' experience of technical/operational support for large corporations. Highly competitive, passionate, persuasive and articulate, able to achieve results others believed to be impossible.
Demonstrated success records in:
oProviding network administration, security of IT infrastructure & technical support in large environments, Cloud and on-premises - over 3000 users.
oDistilling value, overcoming objections and resolving hard to close problem tickets.
oInteracting and communicating graciously with both peer and management levels, collaboration with third party matter experts, account managers and IT solutions providers
oDelivering state of the art Excel & PowerPoint presentations to upper management and executives, successfully managing reporting tools technologies.
oExtended experience in a multinational and a multicultural environment, motivating co-workers to peak performance levels.
oProven record of initiative and success in deploying Windows, Linux and Macintosh as well as POS, support and resolution procedures, training specifications for systems and subsystems failures.
Supported Systems & Technology:
Ethernet, TCP/IP, IPX/SPX, PPP, SLIP, L2TP, VPN, ISDN, NT4, 2000, XP, 2003, 2008, 2012 R2 Server; networking: troubleshoot routers, switches, sub-netting, LAN/WAN network design, user rights assignment, accounts and group policies, implementation and administration of Active Directory Services, OU and multi-domain, data security procedures and backups, disk subsystems and fault tolerance, Unix interconnectivity.
Microsoft Windows family OS: XP, Vista, Windows 8, 10 and 11 Workstations and Server, 2012R2, 2016, 2019 (ADS, DNS, DHCP, IIS, WINS, AZURE), connectivity with UNIX and Novell NETWARE, MAC, LINUX.
Virtualisation with VMWare: WMWare Workstation v6, v7, v12, WMWare Server v2, Fiber Channel, iSCSI, SAN/NAS
Carrier services, transmission media, T1, frame relay, serial interfaces, modems, VPN, LAN, WAN, use diagnostic software to trace network faults, provide application support for RAS servers, install and configure network protocols, servers and workstations.
Macintosh desktops and laptops, PC desktop, laptop, servers, printers, scanners, ZIP drives, optical drives, motherboards, RAM, HDD, SATA, SAS, NAS, NIC, interface cards, SCSI cards, video camera systems and DVR, CCTV, system components, preventive maintenance, data storage devices, switches, routers.
MAS90, MAS200, AppXtender, VBA and VB.Net, Microsoft Office & Office 365: Access, Excel, Word, Project, Power Point, Outlook, SQL Server, Microsoft .NET Servers and Exchange, Veritas Backup, McAffee Groupshield, AccWare, GHOST.
Technical Skills:
Skills
Experience
Total Years
Last Used
POS, PC, LAN, WAN, Windows Servers, TCP/IP, infrastructure security
Advanced
10+
within 12 months
Windows Servers NT, 2003, 2008, 2012R2, Win XP, 7, 8 & 10, MS Solutions Windows Server
Expert
10+
within 6 months
Technical Support Hardware & Software: Windows and Apple/Macintosh OS, MS Office, Office 365, Azure, MAS200, VRS, MS Intune, Apple MDM, etc
Expert
12+
within 6 months
SQL Server installation, query, Exchange
Computer Languages: VBA, VB
Advanced
6+
within 6 months
Systems and Network Admin, AD & Project
Management
Advanced
8+
always
Professional Experience:
IT Manager - August 2022 to 10/31/2023
Startech Networks Inc, – Plano, Texas
Administered local network users (AD, LANDESK, ADDS, DNS, DHCP, OU, NAS, Cloud, Exchange,
PowerShell, AZURE, SERVICENOW, ZENDESK ticketing systems, etc.)
PowerShell scripting to automate/manage AD
Azure AD administration
Various applications support and desktop remote technical support
Provided support to office users, remote users and more than 100 mobile users.
Installed, maintained and supported switches, servers running Windows 2008,2012R2 and 2016
Troubleshoot, repaired, preventive maintenance and technical support for laptops, workstations and terminals (PC and MacIntosh).
Imaging Macintosh desktop/laptop/servers, PC Desktop and laptop Systems, Servers, iPads, iPhones, etc.
Provided technical support and troubleshooting for Macintosh, Linux and PC', LAN's & Printers, VoIP
Provided desktop support and training for Windows OS family, MS Office applications, Citrix)
Technical Support Shift Supervisor (contracted by Beacon Hill) - April 2022 to 07/29/2022 - contractor
7-11 Corporation, – Irving, Texas
Shift Supervisor on the project Push to Sign – automation of the process of changing gas prices on the pumps and external electronic signs
Ensuring all installations, maintenance, and upgrades are carried out on schedule and to client specifications.
Delegating tasks and developing budgets and work schedules.
Analyzing existing computer systems and making recommendations for upgrades and improvements.
Performing tests and troubleshooting, as well as quality assurance.
HelpDesk/Technical Support Lead (contracted by Cogent InfoTech) - April 2021 to June 2022 - contractor
Dallas/Fort Worth International Airport . – Irving, Texas
Administered local network users (AD, LANDESK, ADDS, DNS, DHCP, OU, NAS, Cloud, Exchange,
PowerShell, Azure, SERVICENOW, etc.)
PowerShell scripting to automate/manage AD
Provided support to over 300 office users and more than 1000 mobile users.
Installed, maintained and supported switches, servers running Windows 2008,2012
Troubleshoot, repaired, preventive maintenance and technical support for laptops, workstations and terminals (PC and MacIntosh).
Imaging Macintosh desktop/laptop/servers, PC Desktop and laptop Systems, Servers, iPads, Smart phones, etc.
Provided technical support and troubleshooting for PC', LAN's & Printers, VoIP
Provided desktop support and training for Windows OS family, MS Office applications, Citrix)
Technical System Administrator Lead - February 2019 to November 2020
Republic National Distributing Company, Inc. – Grand Prairie, Texas
Administered local network users (AD, LANDESK, ADDS, DNS, DHCP, OU, NAS, Cloud, Exchange, PowerShell, Azure, SERVICENOW, etc.)
Provided support to over 300 office users and more than 1000 mobile users.
Installed, maintained and supported switches, servers running Windows 2008, 2012, 2016
Troubleshoot, repaired, preventive maintenance and technical support for workstations and terminals.
Imaging PC Desktop and laptop Systems, Servers, iPads, Smart phones, etc.
Provided technical support and troubleshooting for PC', LAN's & Printers, VoIP
Provided desktop support and training for Windows OS family, MS Office applications, Citrix, ASW, etc.
Escalation Support Engineer (contracted by Abal Technologie) - November 2017 – February 2019)
MICROSOFT Inc. Irving TX
Supported Surface Hub hardware & software: installations, deployments, upgrades, complex data issues
Provided technical to a network of over 2000 resellers and customers.
Provided LEVEL2 and escalation technical support, troubleshooting, Microsoft Surface hub, tablets, hubs, routers, PC desktops and servers.
Developed functional specifications, QAIDS, reports, presentations(Excel, PowerPoint) and procedures for IT support group
Troubleshoot, assessed and resolved complex OS and Network issues(routing, TCP/IP, DNS, Storage, Exchange, Office365 related to Microsoft Surface Hub functionality).
Technical Support Engineer POS - November 2016 – June 2017 (laid off)
DIAMOND TOUCH – Grapevine TX, Inc.
Implemented proprietary POS software: installations, upgrades, complex data issues using Linux
Provided technical support to a network of over 2000 resellers and customers.
Provided LEVEL2 technical support, troubleshooting, hubs, routers, PC desktops and servers.
Developed functional specifications, QAIDS, reports, presentations(Excel, PowerPoint) and procedures for IT support group
Troubleshoot, assessed and resolved complex OS and Network issues( rounting, TCP/IP, DNS, Storage).
Gathered and assessed needs from internal business units; created custom solutions to resolve issues
Technical Support Engineer - September 2013 – March 2015
KOFAX, Inc. – Irvine CA
Supported image processing software: installations, upgrades, complex data issues with VRS4.5, VRS5.X.
Provided technical support to a network of over 2000 resellers and customers.
Provided LEVEL2 technical support, troubleshooting, networks, protocols(TCP/IP, UDP) hubs, routers, wireless connectivity, PC desktops and servers (2008, 2012R2, file servers, Win clients XP, 7, 8).
Developed functional specifications, QAIDS, reports, presentations(Excel, PowerPoint)documentation and procedures for IT support group
Troubleshoot, assessed and resolved complex OS and Network issues( Active Directory, DNS, Storage, NAS, File server).
Gathered and assessed needs from internal business units; created custom solutions to resolve issues
Technical Support Analyst/Helpdesk - January 2011 to September 2013
EL POLLO LOCO. – Costa Mesa, CA
Coordinated and supervised POS hardware implementation & maintenance, software upgrade operations with corporate IT systems, field technicians and end users.
Imaging, deployment, centralized software installation with Win Servers (PXE)
Provided technical support to a network of over 300 nodes (restaurants) and corporate users.
Provided LEVEL2 technical support, troubleshooting POS, hubs, routers, PC desktops
Deployment, Implementation,Troubleshoot, assess and resolve complex OS and Network issues (connectivity, remote control, data transmission sessions, camera surveillance systems, DVR).
Developed functional specifications, reports, presentations and procedures for IT support group and management. (Excel, Access, VBA, SQL)
Insured customer service excellence by monitoring and following up unresolved post-implementation issues.
IT Consultant – contract - July 2008 to September 2010
ROEL, S.A. Inc. – Bucharest, Romania
Designed and launched training documentation, prior to go-live and designed custom modifications to accommodate special needs.
Analyzed all aspects of Windows XP workstations deployment (physical & virtualization), and Windows 2003, 2008 servers installation, to ensure a smooth rollout and ease future virtual deployments (Oracle VirtualBox v3, VMWare v5 v9, v10).
Created desktop support standardization and dashboards and provided ad-hoc reports using MS Access and SQL Query Analyzer.
Documented work-flows, executed comprehensive training plans and delivered effective technical support (on site and over the phone) to end users.
Transformed processes/toolsets of geographically dispersed units into a cohesive, standardized set of solutions that elevated efficiency and accuracy of data processing.
Provided technical support (phone, remote and hands on) to about 100 users, at 20 locations, helping to resolve post-deployment issues (MS Office, Outlook, PC, printers, faxes, switches, VPN on XP and Vista clients)
Gathered and assessed needs from internal business units; created custom solutions to resolve issues (e.g., system slowdowns, virus outbreaks and process bottlenecks); and developed functional specifications, reports, presentations and procedures for IT support group.
Automated previously manual, time-consuming processes to drive gains in data tracking/accuracy, workgroup efficiency and profitability.
Software Technical Support Analyst - June 2007 to May 2008
SAGE Software, Inc. – Irvine, CA
Supported accounting software: installations, upgrades, complex data issues with MAS 90, MAS 200.
Provided technical support to a network of over 2000 resellers and customers.
Provided LEVEL2 technical support, troubleshooting, hubs, routers, PC desktops and servers.
Developed functional specifications, reports, presentations (Excel, PowerPoint) and procedures for IT support group
Troubleshoot, assessed and resolved complex OS and Network issues( DNS, Storage).
Gathered and assessed needs from internal business units; created custom solutions to resolve issues
Call volume of over 50 inbound calls per day, accomplishing 75% or more first time call resolution rate.
Insured customer service excellence by monitoring and following up unresolved issues.
Application Technical Support Analyst - Level 2 - March 2005 to May 2007
ARGENT Mortgage - ACC Capital Holdings – Irvine, CA
Coordinated and executed escalations notifications and communications on priorities 1 and 2 issues.
Interaction with several corporate IT systems, network engineers, field technicians and end users.
Provided LEVEL2 technical support, troubleshooting applications (Windows OS, MS Office, Citrix, etc.), printers, faxes, hubs, routers, PC desktops, laptops and peripherals.
Troubleshoot, assess and resolve complex loan application issues in mortgage proprietary software EMPOWER.
Gathered data, analyzed call center data and developed reports, presentations (Excel, PowerPoint) and procedures for IT support group and management.
Provided desktop support and training
High problem ticket volume, accomplishing 75% or more first time call resolution rate.
Insured customer service excellence by monitoring and following up unresolved issues.
Technical Support Engineer – Lead - November 2002 to March 2005
C.K.E. Restaurants - Carl's Jr. – Anaheim, CA
Coordinated and supervised POS hardware & software implementation and deployment, maintenance, software upgrade operations with corporate IT systems, and end users.
Provided technical support to a network of over 3000 nodes (restaurants).
Provided LEVEL2 technical support, troubleshooting POS, hubs, routers, security camera systems and DVR, PC desktops and NT 4.0 servers.
Troubleshoot, assess and resolve complex OS and Network issues (connectivity, remote control, data transmission sessions).
Developed functional specifications, reports, presentations and procedures for IT support group and management. (Excel, Access, VBA, SQL)
Call volume of over 70 inbound calls per day accomplishing 75% or more first time call resolution rate.
Insured customer service excellence by monitoring and following up unresolved issues.
IT Manager - December 2000 to August 2002
CHIPCO Computer Distributors, Inc. – Columbia, SC
Administered local network (ADDS, DNS, DHCP, OU, NAS, performance, etc.)
Managed a team of 15 analysts and technicians.
Redesigned, installed and supported a large LAN with servers running Windows 2000
Troubleshoot and technical support for workstations and terminals.
Installed and administered MS SQL 7.0, 2000, MS Exchange 2000
Coordinated and supervised production of PC Desktop Systems, PC Servers, etc.
Provided technical support and troubleshooting for PC's and LAN's & Printers
Provided desktop support and training for Access, Excel, Word, SQL, Windows 98, 2000.
Project Manager - March 1998 to September 2000
CHANNEL TREND, Inc. – Dallas, TX
Managed & administered corporate LAN (ADDS, DNS, DHCP) running on NT 4.0 and 2000 servers.
Researched and developed statistical method for stock market analysis for over 5000 trading companies using linear regression and standard deviation of historical prices. (MS Access, VB, MS SQL).
Developed software application for proprietary stock market research model in MS Access 2000 and SQL 6.5, "Channel Trend 2000" for Windows.
Provided help desk support for proprietary software including rollouts and training.
Developed automated and integrated solutions for data statistical analysis in MS EXCEL and MS ACCESS using VBA and SQL (chi-tests, variance, regression, projections, etc.).
Education:
University of Quebec 1994
Montreal, Quebec, Canada
Management Information Systems
DELTA College 1993
Montreal, Quebec, Canada
Computerized Financial Management
College Diploma
University of Bucharest 1983
Bucharest, Romania
Physics & Applied Mathematics
Languages:
Fluent:
English, Spanish, French, Italian, and Romanian
References:
Peter Dempsey
Manager – MICROSOFT
Issac Berkovits
Director Support Services - ARGENTMortgage 818-***-****
Hugo Gomez
Manager - 7-11
Sorin Nohai
Supervisor - ARGENT Mortgage 714-***-****
William Keller
CIO -CHANNEL TREND, Inc. 469-***-****
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