It Support Customer Service

ALAN BOBA

Old Bridge, NJ

Phone: 845-***-**** email: ******@*****.***

Professional Profile:

Extensive experience in IT support operations including manage staff, and provide phone, desk side, and remote support. Hardware and software troubleshooting, upgrade and replacement.

Hands-on experience leading all stages of system selection, deployment and support efforts, including requirements planning, testing, deployment scripting, monitoring, and support.

Education:

MS – Computer and Information Science

University of New Haven – New Haven, CT

BS – Technical Careers (Aviation Technology)

Southern Illinois University – Carbondale, IL

Certifications: CISSP, CCENT, LPIC-1, ITIL Foundations v3

Core Skills

Data Integrity/Disaster recovery

Contingency Planning

Risk Assessment/Impact Analysis

Customer Service

Network/Systems Security

Regulatory Compliance

Project Leadership

Cost Analysis

IT Training

Experiences:

powershell and GPOs. Use powershell scripts and GPOs in an environment without deployment tools to test for and install/upgrade software.

Service monitoring. Setup nagios server and define alarms for data center issues to provide round the clock monitoring and response. Alerts included replication failure, WAN/LAN outages, DNS and DHCP issues, server availability (SQL, MySQL, Apache2, BIND9, ISC-DHCP), Call Manager and paging server outages, backup failures, hardware failures, backup battery condition and others.

User assistance & training. Provide stupport to a full range of staff from temps to directors and vice presidents. Perform problem resolution and point-in-time training at desk side and remotely. Perform software and hardware installation, troubleshooting and replacement.

Define infrastructure standards. Create and continually update infrastructure standards in building cable plants, IDFs, MDFs and data centers. Supported more than 20 office reconstructions and moves.

Apply asset tracking practices to hardware for inventory and replacement. There was no system in place to manage assets deployed to staff or in wiring closets and server rooms. Implemented procedures to record asset usage. Used information to budget and plan hardware refresh cycles.

Implement remote management of IT solutions. Remote offices did not have on-site support. Select and deploy remote management solution for servers and desktops, including remote power and video for the servers. Reduced time for repair from days to hours and enabled proactive maintenance.

Improve application reliability. Migrate servers from hardware based device to virtual machines and storage to EMC NAS. Provide ability to migrate server instance in case of hardware failures and host data and applications on highly fault tolerant NAS.

Technologies:

Platforms: Windows 7/8/10, server 2012, 16, &19, Ubuntu Linux, Office 365, GSuite

Networking: LAN/WAN Administration, VPN, TCP/IP, VoIP, Gig Ethernet, 802.11

Tools: ConnectWise, Samanage, Spiceworks, Manage Engine, Dameware, Checkpoint Firewall, KACE Kbox, Altiris, IPS, IDS, SecureID, EMC, McAfee/Norton/Trend Micro Virus Protection Utilities, CA Arcserv, Data Domain, VM Ware, VirtualBox, Lotus Notes/Domino, Sharepoint, Exchange Mail Groupware and Collaboration, Microsoft Office (Word, Excel, Powerpoint, Outlook, Access), Microsoft Project, Active Directory, BIND9, ISC-DHCP, nagios

Employers:

NetConnect, Staten Island, NY Oct ‘22 – Feb ‘23

Help Desk Manager

Manage and support help desk technicians, communicate with clients and provide in-person and phone support.

Southeast Morris County Municipal Utilities Authority, Cedar Knolls, NJ Jan ‘21 – Oct ‘22

IT Systems Administrator

Provide support, develop policies and procedures and provide governance implementing secure IT practices.

Develop secure AD architecture including Tiered Admin and PAW.

Evaluate, recommend, implement system and user management applications.

COVID shutdown/layoff Mar ‘20 – Jan ‘21

Almod Diamonds, NY, NY Feb ‘19 – Mar ‘20

Diamond mining, finishing, jewelry production and sales.

IT Help Desk

Provide remote support for pointofsale systems in stores throughout the Caribbean and North America and in house end user desktop support.

Develop image and documentation to deploy Windows to desktops and restricted shell to pos systems.

Perform daily polling of stores that don’t respond to overnight automated poll.

The Douglaston Companies, Queens, NY & NY, NY Jan ‘17 – Feb ‘19

Developer, builder, and manager of residential and commercial buildings in NYC area.

IT Help Desk

Initially responsible for providing end user support. Role expanded to include help desk system evaluation, selection and implementation, 3rd party IT service provider evaluation, capability assessment and expansion, and peer mentoring.

Recommend then lead selection and implementation of help desk solution.

Demonstrate and lead changes to manage domain by policy with GPOs instead of deskside configuring.

Document undocumented procedures.

Unemployed, family move Apr ‘16 – Jan ‘17

Professional Computer Associates, Red Hook, NY Apr ‘14 – Apr ‘16

Managed services provider to SMBs in the MidHudson valley region.

IT Support Technician

Provide technical support to users on help desk call line. Administer user accounts on Windows and Exchange servers and Office 365 cloud accounts.

Firstsource Solutions, Lake Katrine, NY Nov ‘13 – Apr ‘14

Medical claims processor.

Data Entry Operator

Read scanned medical claim forms on screen and enter values that failed OCR into database.

Casey Family Services, New Haven, CT Feb ‘98 – Jul ‘11

Casey Family Services was a $50 million non-profit provider of diverse services to support safe, stable and lifelong family relationships for children and youth in foster care.

Director Information Technology

Senior IT leader with 10 direct reports. Responsible for all Casey Family Services IT operations and services. Casey Family Services operated throughout New England and Maryland.

Develop and managed $2 million annual budget.

Design and implement HIPAA compliance program.

Establish and manage Helpdesk for 350 end users located throughout New England and Maryland.

Introduce asset tracking practices for hardware inventory management.

Sikorsky Aircraft Corporation, Stratford, CT Feb ‘81 – Feb ‘98

World leader in the design, manufacturing and servicing of military and commercial aircraft.

IT Project Manager – Network Administrator

Broad responsibilities included administering servers, services, and user accounts for World Wide Customer Service Department and migrating network onto new servers.

Design and manage server-based send/receive/distribute fax system to track service requests worldwide.

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