Terry Zak

Las Vegas, NV ***** • Cell: 702-***-**** • E-Mail: ad29rp@r.postjobfree.com

US NAVY Veteran 1987-1992

Professional Experience

Aristocrat Technologies Oct2021 to Present

Customer Experience SQL Support Level II

Working daily ticket queue via Salesforce for Casino related gaming issues involving ATI software and SQL issues. Remote Tools used to access servers and workstations for troubleshooting. Five-9s software and Zoom used to initiate two-way communications and Goto assist and other VPN based connections used to establish remote access. Monthly maintenance of country wide Gaming licenses. Running queries as needed and performing maintenance as needed for said sites. Maintaining security level requirements through training, LinkedIn Continuous education on SQL and coding methods. Handle inbound and outbound calls

Understanding and striving to meet or exceed Service level metrics while providing excellent customer service

Maintaining customer satisfaction through voice, chat, and/or email communications Multitasking through our many systems.

QuestX Software June 2020 October 2021

IT support tier 1 Providing desktop and remote level support for Quest X roadside software and hardware form their Las Vegas call Center. Day to day operations and ticket handling for trouble tickets. Documentation generation and updates for inhouse process and for other team members. Microsoft Office 365 support and Azure portal and VM support. Resolve and troubleshoot IT support issues impacting the operations environment. Assistance with training materials and provide input during weekly meetings.

Bigleaf network monitoring for bandwidth issues and remediation. Asset tracking of all I.T. assets, Documentation and tagging for hardware. Making purchase requests and PO’s for new equipment.

Demonstrated working knowledge and understanding of networking fundamentals, and desktop build outs and software patching. SQL remittances processing for the accounting team in SQL studio. PowerShell coding and use for monitoring VM resources. Ongoing use of Visual Studio Code to adjust data sources for SQL data import. Also learning other coding methodologies in my spare time.

Poker Palace April 2019-Jan 2020

IT Manager managing day to day IT operations for the Poker Palace. This includes dealing with the compliance for gaming regulations. Ordering and deploying hardware and software. Maintaining logs and records. Spreadsheet data mining for Aristocrat Oasis and promotional mailers as well as Kiosk drawing systems, Micros management. Windows Active Directory functions and application management and other day to day operational requirements. Managing VM and hyper V environment and virtual boxes.

Also responsible for deploying PCs for new users, maintaining telephone systems, wireless networks and peripheral devices printers, scanners, mobile/smart phones related to desktop infrastructure, in accordance with department standards

Software installation, maintenance, and upgrades

Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance

Identify, log and resolve technical problems with software applications or network systems

Respond quickly to department needs for help and information, presenting information to upper management.

Ensure that work is carried out within agreed service levels and in accordance with department guidelines

Explain and document technical issues in a clear way

ShopTech Oct 2018-Jan 2019

Level 1 Software Support for Shoptech MFG platform of software. The platform encompasses A/R A/P G/L Customer Vendor P.O and reporting. Part and sub assembly manufacturing, Quality control and shop floor control and time against materials and processes. My daily support was for mid and small sized Businesses and would usually be a phone call and remote connection into the desktop or Server for observation with the End user. Most of the clients using Shoptech MFG were required to be running Windows 7 or 10 64 bit and or server 2016 or newer. The application was able to scale with the bigger clients also and the database behind it was SQL based.

My daily functions consisted of Answering calls and calling folks back to get remote access and then observing software operations and doing data gathering to isolate the issue further. I would also assist clients with Parts tables and jobs and orders creation and fulfillment. Assist with customer database creation modification and troubleshooting within the platform. I would escalate issues beyond level 1 scope for advanced accounting issues and SQL custom reports generation requests. Salesforce was used daily for communications between teams, electronic chat with clients and the in-house Ticketing system and community knowledgebase, and technical documents were authored and also stored within the salesforce website.

Shift4 April 2018 –Sept 2018

Installations (Contract)

Responsible for installation and configuration of Shift4 Universal Transaction Gateway software.

Ingenico and VeriFone POS and PMS Device setup with our platform, and coordination with shift 4 coordinators for Go live projects. Typical clients include Hotels, Food and Beverage, Retail and Mail and online retailers, Museums, and various other businesses. Also assisting Chip card reader activation and Testing back to the Credit processing companies and their Point of sale platforms. End user training on the Shift4 Dollars' on The Net platform. Troubleshooting of network and open and closed ports and firewall testing. Training vendor IT staff on white listing ports and network connectivity via Goto meetings and conference bridges. Project planning and time management.

The Cannery /Boyd Gaming April 2017 - April 2018

Technical Application Support engineer. (Contract)

Support role for all Cannery pc based systems both gaming, non-gaming and monetary based systems support and NRT and MGT kiosk support. Support on the aristocrat software environment. I supported the following platforms: Windows 7, 8 10 Server 2003, 2008, 2012, Active directory. We used SCCM, for Software repositories for installations and application updates, as well as system Images based on what business unit was being upgraded. My interaction with the application would consist of adding a device into the container pool to allow the app to then see the new device, then I could assign apps based on Group policy containers and then the standard list of applications could be pushed down to the PC being imaged. Usually Windows 10 would be installed prior and added to the domain and then all updates and patches and naming would take place prior and then be added to the hardware inventory list also being maintained online. Final application launch and test on all critical gaming and banking apps prior to rolling out the new hardware and then swapping with the old units for decommissioning.

Some of the apps we used on property also consisted of: Dame ware, LMS support, EDR signage, EVERI apps in a gaming environment, chrome boxes, IGT and Micros POS systems, Freedom pay, VIP light speed, LANDesk suite, Oasis and Nuwave, Aristocrat Gaming suite, Eatec client. POS Setup and takedown for events and shows. Hardware replacement and ordering through vendor support, and vendor tech support relations ongoing for 3rd party app support.

Sutherland Global Services Oct2016 – April 2017

Technical Support Engineer

for the Las Vegas lakes Call Center. Various duties that cover everything form asset tagging systems and maintaining inventory to network drop and VLAN subnet changes via our international network team. Handling TCO (Total Critical Outages) via war room calls, and working with the network team on isolating root causes. Direct customer interfacing and PR relations with our various clients and ensuring smooth operations and continuous services are in place. Programs used include: Main app, Wire shark, WDM and SCCM imaging tools were used to push down Sutherland approved base images for the HP Thin client PCs in use in all call centers, AD account modifications and management also were performed within the SCCM and AD toolsets installed on my laptop. Writing documentation for new processes and making them available for the team.

Solar City Sept 2014 - Aug 2016

Technical support Rep

Provide level 1st & 2nd level technical phone assistance in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution on Microsoft Windows 7 and 8 OS, Mac OS, Android and Mobile device support. VPN and SQL management console support. Web based Solar tools and Sales Force issues. Responsible for company E-fax account creation and troubleshooting.

Manage assigned support incidents and maintain up-to-date status in the Kayako Ticketing Systems Console - Escalate unresolved issues that require more in-depth knowledge to our software engineering team in a timely manner. AD account management password issues and rights issues with domain and GPO.

Teach new employees on basic computer, Wi-Fi, and cell phone features & functionality

Create reproducible test cases, when necessary, for customer reported issues - Report and submit product defects in the bug tracking system - Create new knowledgebase articles and keep them up-to-date - Provide after business hour support on a rotation basis

Generate notes and how to articles in our Grid system. Use remote management tools for systems and VMware and network troubleshooting.

NOC Network Engineer Sept 2013 – Sept 2014

Compuvision, Las Vegas, NV

I supported multiple Canadian clients with their desktop, portable mobile devices and server back end infrastructure needs on a remote basis. We use a remote Connect wise and Kaseya tool suite to manage the day to day network operations for our clients. We handle everything from network drivers and server patching to system upgrades, office 365 webhosting and external email services. Active directory and exchange server support. Ironclad BDR backup solution and recovery as well as spam filtering email and active directory and group accounts management

Desktop Support Analyst Nov 2011 – July 2013

Harrah’s, Caesar’s Entertainment, Las Vegas, NV (Contract)

Performing in a desktop support role for Caesars Entertainment properties, supporting Wintel and Apple platforms, and application support for in-house web based desktop based and Microsoft based apps and suites.

Handled Juniper and Cisco VPN, Avaya One-X VOIP, and Symantec Endpoint Secure Encryption.

Administering Active Directory functions involving passwords; rights and group assignments and remote and laptop support; data recovery and encryption suite administration and system imaging duties.

Managing trouble tickets from Remedy Ticketing system; support on i-Series AS400 sessions; Offers, Suspense and Cognos applications; and Mac support.

Administration of antivirus/anti-spam software for personal and business PC’s

Dell Certified Technician March 2011 – Nov 2011

Citibank, Las Vegas, NV (contract)

Provided Tech support in ongoing projects at The Lake Nevada corporate offices.

Conducted hardware and software troubleshooting and anti-virus/anti-spam applications.

Managed personal workflow independently via trouble ticket system (service center).

Supported Avaya Soft phone roll-out project in addition to application and rights management via web-based console.

MPI /Identifix May 2010-Oct 2011

Computer/ Network Support Engineer (Contract)

Responsible for Windows 7 support on Desktops and Laptops using Dell Latitude and Power edge products.

Day to day responsible for Exchange and Active Directory account and network share rights and accounts. Ghost process for new equipment and configuration. Iron mountain for backups, Shoretel phone support. Network diagrams using Visio, and switch swap outs as needed. Drop activations and troubleshooting when problems arose. Also worked with Windows CRM and Web portal updates to shared documents via our internal website. Proxy network troubleshooting when issues arose.

Disney Company (ACS) Sept 2005 – Aug 2009

Executive Support Specialist

Windows and Mac support. Assisted customers with wireless connectivity and wireless certificates. Performed software and hardware installations and troubleshooting.

Advanced spyware and virus removal.

Active directory account maintenance, including SMTP address issues, group rights, folder level access.

Advanced Outlook client support. Blackberry Enterprise server account creation and troubleshooting.

VPN and local network connections troubleshooting

Various browser support and browser extensions, plug ins, access issues on a daily basis

Performed installations, service and maintenance of PC's Mac's Black Berry's, I-phones

Installed configured and supported HP Printers, Canons printers Xerox Fiery printers.

Service Center call ticketing both closure and creation.

Ghosting system images to new hardware, and personalizing the configuration for each client

3rd Level escalation and resolution follow up when routing calls to 3rd tier.

Writing procedures and documentation when changes occurred in the work environment

Recommend order and install Software hardware, and peripherals for executive staff.

Web based research and problem resolution for obscure issues not encountered within the environment

Training Clients on system use and updates and new apps as well as new hardware features.

Customer support remote, on site and by telephone. Maintaining the necessary tools and supplies needed for field work.

Configure and deploy Encryption services on all portable computing devices.

AMGEN (HP) June 2004 – August 2005

Help Desk Technician Contract)

Provided first and second level call resolution via phone, remote, Web, and email support for all Amgen locations.

Supported Windows and MS Office suite, Web tools, and remote access using Timbuktu in a multi-platform environment.

Troubleshot network connectivity issues and virus attacks using Spam and anti-virus tools.

Configured and sent out data encryption FOBS for remote laptop users.

Education

A+ Certified Network + Windows 7 and Server 2008 R2 certifications. Asher College locally in Las Vegas.

Bachelor degree BSIS from University of Phoenix. 2002-2004. Working on Security plus as time permits and web based coding full stack.

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