Wesley Moss

**** ******* ***** ******

Marietta, Georgia 30067

770-***-****(cell)

adr2mh@r.postjobfree.com

Background and Skills

IT and Business Professional with strong background in computer operations, information technology, project management support and supervision. Experienced at creating processes, managing projects, and supervising teams. Articulate and reliable individual with an outstanding track record in Management of IT Operations and support Infrastructure in Information Systems and Network Technology.

Professional Experience

Hewlett Packard Enterprise

Technical Solutions Consultant January 2016 to May 2020

Successfully resolved technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

Responded to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer's entitlement.

Proactively assisted internal or external businesses and end-users to avoid or reduce problem occurrences.

Evaluated unique or complex installations, configurations, or repairs and make recommendations for resolutions that provided remote (offsite) service, customer access, pre-sales, post-sales, and service delivery.

Articulated clearly in writing and verbally. Added case notes and case resolutions to Salesforce.

IBM (CCI, Inc.) April 2015 to January 2016

IBM Server Support

Provided support and log analysis for IBM System X support and technicians in the field.

Dispensed a path of technical escalations and point of contact for IBM System X customers while working directly with IBM Product Engineering and Development.

Applied experience using automated tools for hardware testing like Dynamic System Analysis (DSA), and manual testing by the following problem-solving standards of IBM Hardware Manuals, Hardware, Software, and Firmware troubleshooting.

IBM/Lenovo (CCI, Inc.) August 2013 to April 2015

Lenovo Server Support

Provided technical support for Lenovo Think Servers and Think Stations; hardware failures, RAID configurations, OS installations, configurations, user account setups, and remote management set up for business and Enterprise customers in the U.S., Canada, Jamaica, and the Virgin Islands. Troubleshoot implemented systems through problem determination and profile log analysis (IBM DSA logs and Lenovo Profile Collection logs.)

Identified failing hardware components and dispatched service calls for onsite repair and/or part delivery to client sites.

Gratifying experience installing/configuring and troubleshooting hardware or software documentation of client problems and each step is taken to come to resolutions or escalations. Reports created for any newfound engineering bugs or failures on procedure implementation.

IBM (CTG, Inc.) January 2008 to February 2012

IBM SSR Support Analyst

Provided 2nd and 3rd level remote technical support for all Lenovo desktops, notebooks, and servers handled by IBM for Lenovo's business and residential customers in the United States, Canada, and Puerto Rico.

Also supported crisis-oriented customer complaints involving products or services which if no resolution approached, then escalated to Tier 3 group for completion.

Through identifying onsite issues and making improvements, maintained a 98% solve rate.

IBM (Spherion) October 2006 to January 2008

Gateway/Intel Server Support Analyst

Provided national remote technical support for Gateway/Intel server customers and field technicians, including the Pentagon, NOOA, and various Universities.

Track record efficiency of 97% resolution in troubleshooting and fixing servers with degraded or failed raid arrays, Windows Server 2000/2003 software problems, and hardware problems.

Earned a reputation for accurate detailed documentation using Siebel Business Applications ticketing system to document each service request from creation to completion and accurate documentation of technical support calls.

IBM (CDI) December 2005 to January 2006

Project Manager

· Project Manager for IBM/Walt Disney World Strategic Outsourcing for all Walt Disney World infrastructure RFS (Request for Solution) changes and upgrades for any applications, servers, and SAN storage.

· Implemented new business projects from requirements phase to procurement, to managing projects to closeout within 100% of the project timeline.

· Held conference calls with the customer to resolve any problems and any IMAC (Install, Move, Add, and Changes), distributed weekly status reports to customer and IBM team.

IBM (TEK Systems) 2004 – 2005

National Project Coordinator January 2005 to October 2005

· National Project Coordinator for IBM/PEP Boys infrastructure point of sale installation project which consisted of 541 sites across the United States and Puerto Rico.

· The project had a 98% success rate in being on schedule providing technical support to team leads and technicians for a complex infrastructure client Point of Sale, Cisco networks, Wireless Access Points, CCTV, DVD/DVR, camcorder if needed, and IBM server upgrades.

· Participated in weekly webcam training conference calls with a staff of 75 technicians to discuss major milestones of the project, any site changes or problems, and team building.

National Project Coordinator September 2004 to January 2005

· National Project Coordinator for Speedway Super America infrastructure upgrade to install customer rewards terminal, id machines and stand, network switch, printers, and network cabling for over 1,500 sites.

· Implemented a detailed daily status report that was 100% effective in informing all levels of management of site problems, escalations, third-party vendor issues, and resolutions.

· Conducted and participated in weekly webcam training conference calls for over 150 staffed technicians.

National Project Coordinator May 2004 to July 2004

· National Project Coordinator for Hotel Marriott Systems (HMS), a multi-state infrastructure project that involves Windows XP Pro migration for over 2,500 PCs and over 190 Windows 2003 Server installs.

· Acted as the main point of contact for technicians and engineers nationwide installing new IBM servers, and Windows XP Pro migrations which some sites had to be done using secure two-way radios.

· 100% effective in managing progress, expenses, and maintaining daily site status reports covering problems, and having techs use digital cameras to upload photos of completed installations.

*** Information on previous employers available on request ***

Education

Benedict College, Columbia, South Carolina

Bachelor’s degree Social Sciences

Professional Training

Dell Warranty Parts Direct Certifications

Dimension Desktops, OptiPlex Desktops, Dell Precision Workstations, Dell Notebooks, Dell Servers and Storage, Dell laser Printers

Technology Center, Inc. Atlanta, Georgia

Microsoft Installing, Configuring and Administering Windows XP Professional - Microsoft Managing and Maintaining a Windows 2003 Server Environment - Microsoft Implementing, Managing & Maintaining a Win 2003 Network Infrastructure - CompTIA Security +

Oglethorpe University Atlanta, Georgia

Windows NT 4.0 Networking Essentials, Windows NT 4.0 Core Technologies MS687, Windows NT 4.0 Enterprise MS689, Windows NT 4.0 Internet Information Server, Windows NT 4.0 Proxy Server, Windows NT 4.0 Networking Using TCP/IP

Computer Skills, Atlanta Georgia

Hardware: Synergy Compute Module, HP Store Virtual SAN Systems, IBM System X Servers, Lenovo Servers, Lenovo SAN Storage, Lenovo Think Stations, Lenovo Desktops and laptops, Gateway Servers/tape backup units/storage devices, IBM ES9000 mainframe, Digital VAX Systems, Wang VS100, Wang VS65, Synoptic 3395A Terminal Servers/3000 Concentrators, Ethernet and Token Ring LANs, 10/100 Ethernet LANs, CCTV, DVD/DVR, Cisco routers, Sun Microsystems, IBM 3090 Mainframe, Xerox 4890, 92C, and 4235 high-speed printers, webcam, camcorders, digital cameras, smartphones, HP printers, id machines, two-way radios, Compaq, NEC, Dell, HP, Toshiba and IBM laptops, desktops, and servers. RFS (Request for Solution) and IMAC (Install, Move, Add and Change) placed and monitored when needed.

Software: OneView, iLO, Salesforce, Quantum, One Note, Skype, HP My room, Teams, Avaya Systems, Cross, Focal Point, Lotus Notes 12, Skype, Siebel e-business Application, SAP, Microsoft Office 2000, 2003 and 2012 Suite, Paradox, TSO/ISPF, Microsoft Project, and PowerPoint, JCL, JES II, and Time Sharing (TSO).

Communications: TCP/IP, SNA, DHCP, LAN, WAN, Internet, Email, IDNX, DSL, and T1 fundamentals.

Operating Systems: BARR/RJE, DOS, DEC VMS, Wang VS, IBM MVS, UNIX, WinNT 4.0, Win2000, Windows XP, Novel, Windows 7, Windows8, Windows10, Windows Server 2011, Windows Server 2012, Windows Server 2008, Windows Server 2003, Linux (Red Hat / SUSE), and VMWare ESXi.

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