Water District Call Center

Brett G. Milton

**** *. ******* **. *** ***, Las Vegas, NV, 89106

Cell 702-***-****

*************@*****.***

Objective: Seeking a position in an Information Technology Support field, that requires operational, team-oriented qualifications, solid people as well as communication skills, training, and mentor ship experience.

Technical Experience:

Windows: 2Kx, Xp Pro, Vista, Win 7, Win 10, Active Directory, MMC, VPN, Firewalls

Windows server 2K3, 2K5, 2K8, 2K12, 2K19.

SQL Server 2005 - 2019 Configuration/Installation.

VMware vCenter (vSpere Web Client 6.5.0)(VMware Workstation) ESXi Server configuration

Remote Tools: RDP, PCAnywhere, VNC, Timbuktu, Win2k Term Services/Remote, Dameware, SMS, HP iLO, HP StorageWorks Command View EVA, Bomgar, WebEx, Microsoft System Center (Remote Control Viewer), Microsoft Teams.

Email: Outlook 2003/2016, Lotus Notes, Group wise, CC Mail.

Exchange Server 2K3, 2K10.

Microsoft Office Suites 2003 – 2016, Office 365

Microsoft System Center Configuration Manager (SCCM), SCOM (System Center Operations Manager), PagerDuty, Grafana, Promethius.

Back Up Tape Libraries (EMC/EDM, Symmetric, Symantec, Veritas) VTL, i5000, i6000

Hubs, Routers, Switches (Cisco, Extreme, Juniper, Avaya) Configuration, troubleshooting.

Hardware: Servers, Desktops, Laptops, Printers

Novell Networks, AS/400

Call Tracking Systems (Remedy, Altiris, Rumba, Tivoli, Clientele, Heat, Help Star, Applix, Service Now)

A+ Certification, Nevada Gaming Card

Work Experience:

Wynn Resorts and Casino October 2008 to present

Network Operations Center Engineer

Network Monitoring (Services, Processes, Disk space, Disk Utilization) What’s up Gold, Hostmon, Squared Up, SCOM (Microsoft System Center Operations Manager), Scorch, Pager Duty, Grafana.

Server Monitoring (Hard Drive failures, replacements) Application, Database, SAN, Cluster Groups

Network Switch / Port Configuration / Monitoring (Avaya, Ridgeline, Epicenter, Avaya Integrated Dashboard, Putty, SSH, Telnet, Infoblox)

Active Directory (Account creation / deletion, permissions, Security Groups,OU’s)

Network Backup administration / configuration (Symantec, Veritas Net Backup Administration Console)

Exchange Administration (Account creation, Mailbox, Distribution Lists, Calendars / deletion, permissions)

Application support (NSB – Aptos/Epicor Systems / POS / Retail / Simphony Micros EMC including Opera)

Proofpoint (Corporate email filtering, blocking, white listings)

Impac Medical Systems Inc, An Elekta Company October 2005 to August 2008

Software Support Specialist for a worldwide customer base in the Cancer Treatment Medical Industry

Took 5 to 20 calls a day from Medical staff, troubleshooting, resolving 90 percent of software and customer concerns.

Travelled 50 percent, to install, upgrade Impac Software, as well as train the Medical staff

Software encompasses work flow processes and practices, patient registration, billing, imaging, care plans, treatment charting, pharmacy orders, radiation prescriptions, patient documentation, and Dicom communication (interface to treatment planning/imaging systems)

Las Vegas Valley Water District July 2004 to October 2005

Software support technician

Took 20 to 30 calls a day. 85 percent first call resolution. Also performed desk side hardware diagnostics on company field laptops, including software installs and maintenance

Software supported: Water district specialized and proprietary applications

Supporting 2,500 end users, remotely and physically when a remote solution was not possible

Farmers Insurance Group September 2001 to April 2004

Senior Helpdesk Tier 3 representative taking 30 to 50 calls escalated from Tier 1 & 2 representatives. 98% call resolution of escalated calls.

Supporting 18,000 Farmers Group Internal employees and 16,000 Farmers Agents, and 2,000 Foremost Insurance Employees.

Supported Farmers Insurance Specialized Claim Software (CRN)

Supported AS400 and Internet Based applications for Farmers Insurance Agencies.

PSINet Internet Super Carrier March 2000 to April 2001

NOC Technician level 2, taking 20 to 30 calls a day, resolving 75% on first call resolution.

Offering support to 200 PSINet customers with over 600 customer servers

70% of servers were hosted by PSINet, others were Customer Servers monitored by PSINet

Built Server Racks, mounted Servers. Monitored services and web applications running on Servers, utilizing various server monitoring tools, also configured cisco and extreme network routers

Escalated issues to Tier 3 Engineering Staff, and generated helpdesk tickets

Monitored, ran, and restored incremental and full daily backups of PSINet customer servers

TRW Inc. January 1999 to March 2000

Senior Helpdesk Tier 2 representative offering telephone support for 40,000 campus wide TRW end users.

Taking 50 to 60 calls a day, resolving 90% on first call resolution

Resolving a variety of problems including network connectivity, network authentication, email clients, network printer configuration and connectivity, software support for proprietary applications, including Microsoft suites.

Tools included Enterprise server, Timbuktu Pro, Remedy call tracking

Acted as a liaison between TRW end users and Network administrators for third level support

Assisted in the training and support of all newly hired helpdesk representatives

Epson America October 1996 to January 1999

Helpdesk Analyst level 1 in a large call center with over 100 call center analysts divided in to 8 teams offering telephone support for Epson America products end users. 75% first call resolution.

Took 40 to 50 calls per day resolving a variety of printer and pc problems, which included printer driver installations, configuration and connectivity to Windows or Macintosh operating systems of Inkjet, Impact and Laser printers

Support also included Epson scanners and Epson Digital cameras. This included software driver and configuration of these devices to a variety of Operating system platforms (Macintosh / Windows)

Generated helpdesk tickets and ticket tracking, and customer escalations to tier 2 and 3 support.

Tested and documented results with new printers and all Imaging products

Assisted with the training of new hires

Education:

Fairfax HS

Graduated 1984

Associated Technical College / Los Angeles

Major: Telecommunications / Graduated 1987

AA Equivalent Course Certificate

Ron Brown Los Angeles Urban League Information Technology Center / Inglewood, CA

Major: Micro Computer Operations / Graduated 1996

560-Hour Course Certificate in computer hardware/software/network configuration

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