Support Specialist Call Center

Albert F Racelis **** Hearts Desire Ave Las Vegas NV 89115 Mobile: 702-***-****

Email: ***********@*****.***

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TECHNICAL SKILLS

Experience with system installations, upgrades, network security, systems maintenance as related to PC and Server Operating Systems, Microsoft Office Application Suite and 3rd party Windows applications.

Proficient in network administrative support of users, applications and system security. Proficient in creation of network drawings, documentation, system security mitigation, and site surveys of wired and wireless systems.

Proficient as Project lead in planning, implementation, installation of system and vendor applications in windows desktop and server environment within wired and wireless systems. Knowledge and experience in call center support utilizing applications such as CA Help Desk, Remedy and Heat.

Proficient in monitoring network communications to ensure reliability with network and application resources.

PROFESSIONAL EXPERIENCE

MILESTONE TECHNOLOGIES / eBAY, Las Vegas, NV 04/2015 to 05/24/2016 Break Fix Technician

• Provide Data Center Break Fix Site / Remote Support of eBay Server issues.

• Troubleshoot Server Issues as assigned to the Server Queue for Dispatch / Vendor Done Tickets.

• Ensure Ticket information is up to date, vendors tickets have been created and vendor status have been documented, follow up with vendors on outstanding server issues, complete assigned tickets in timely manner within the Clients SLAs.

• Ensure Server Management IP Address Configurations have been put into place for all Data Center Production Servers.

• Provide Documentation of Break Fix Process for Server issues found and problem resolutions.

• Carry out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws.

• Gather Server information of dispatch server tickets utilizing Remote Support Tools, Linux commands, and in house system applications to determine server health issues.

• Perform root cause analysis and determine appropriate course of action based on results. ITC / XEROX BUSINESS SERVICES, Las Vegas, NV 12/2012 to 03/3/2014 Data Center Hardware Analysis / Technician,

• Provided Data Center Server Hardware Support to MGM Resorts Data Center Properties and Xerox / eBay Data Center location.

• Provided Hardware Break Fix Support for Dell and HP Servers, Blades and Networking devices.

• Provided Rack / Stack, and Network Cabling for Server Site and Off-Site locations. Albert F Racelis 4561 Hearts Desire Ave Las Vegas NV 89115 Mobile: 702-***-**** Email: ***********@*****.***

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• Complete assigned Remedy ticket queue of Server incidents, work orders, change control, and Server Decoms providing updated status of server issues and vendor tickets.

• Provided structured cabling and labeling of cable runs from patch panel, Servers and Switch ports and Rack locations.

• Provided Support on Strike Team calls pertaining to major system related outages, work with Vendors on resolving server issues, ensured documentation is maintained and up to date. ACCOMPLISHMENTS

Provided System Documentation and Labeling Scheme for Servers and Network Equipment residing in the Xerox / EBay Pod at the Switch Data Center Location. Monitored Server equipment for HP Proliant Server via ILO monitoring process. Assisted in decom process of HP 3PAR Storage Devices, and overall management of EBay pod with XCommerce System personnel. IT CONSULTANT, Las Vegas, NV 06/2010 to 12/2012

Self-Employed

Provided computer support to individual home users and small business units providing application software and hardware installations, upgrades, hardware installs, configuration, and troubleshooting Wireless and Wired network related issues.

CORESTAFF / CLEARWIRE, Las Vegas, NV 03/2010 to 06/2010 Network Operations Technician - Contractor

• Provided Technical Support assistance to remote site field technicians on troubleshooting and resolving interconnectivity WAN issues related to remote desktop connections, Switches, Routing, Site Basestations, Join on Strike Team calls pertaining to major system related outages, work with Vendors on resolving server issues, ensured documentation is maintained and up to date.

• Monitored network performance across the organzations WAN utilizing Network monitoring tools to determine overall network health status between site locations.

• Worked on resolving Trouble Tickets related to system outages, communications issues, site BaseStation devices and hardware failure, T1 circuits and microwave device issues. Ensured that trouble ticket status is current and problem resolution is documented. APPLE ONE / CLARK COUNTY SCHOOL DISTRICT, Las Vegas, NV 07/2007 to 10/2009 Server Technician Contractor

• Provided Rack / Stack, and Network Cabling for Server Site and Off-Site locations.

• Provided hardware support and installs to offsite datacenter locations, rack and stack Servers, install cable runs from patch panel to Server devices, deploy pdu’s and setup patch panels. .

• Provided Rack / Stack, and Network Cabling for Server Site and Off-Site locations.

• Provided help desk technical support of Windows Servers for over 340 school site locations in the Clark County School District.

• Monitored school site system backups, performed Server installation support, software, firmware upgrades, and deployment of network devices to various school site locations.

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Albert F Racelis 4561 Hearts Desire Ave Las Vegas NV 89115 Mobile: 702-***-**** Email: ***********@*****.***

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ACCOMPLISHMENTS

Worked on a Team Project to survey and deploy over 1000 Wireless Access Point Devices throughout the Clark County School District School Sites. ANTEON INC / HOOVER DAM - LCD, Boulder City, NV 11/2003 to 01/2007 System Security Administrator / IT Support Specialist (GS11) Contractor

• Provided help desk technical support to LAN / WAN enviroments supporting Server and Desktop Hardware / Software Applications issues.

• Provided end user workstation builds and deployment, providing Microsoft Office installations, software upgrades, hardware upgrades, desktop configuration.

• Provided Network Server User Administrations, Server application installs and upgrades.

• Provided System Security, monitor syslog server events, Mitigated System Server Vulnerbilities detected by Site Security Scans, Ensured that System Security updates and Anti-Virus Signatures are current.

• Managed Site inventory database of system devices, software licensing, Server and Desktop Warranty Information and System Support Agreements are current. Ensured Change Control Management is put into place.

• Maintained SOPS and Documented Site Guidelines in support of Hardware and Software installations, configurations, system imaging and deployment are in place and up to date. ACCOMPLISHMENTS

Implemented network scanning system to assist managers, office personnel, and site engineers with the ability to scan and share documents from a Xerox Scanner to windows workstation. Configured FTP Server, user repository, provided user training and documentation. Improved efficiency for users to share scanned documents with site Engineers to implement project designs. Implemented Eye Witness Surveillance System to assist Hoover Dam’s police force onsite investigations of criminal activity and violations detected from police video cameras. Documented System Security Plans, System Contingency, and Risk Management Plans. Awarded Corporate Recognition Honor Award as a valued contributor of Team Anteon success. ODS HEALTH PLANS, Portland, OR 09/1995 to 02/2002

Sr. PC / LAN Support Specialist

Provided helpdesk call center support for installations, upgrades, troubleshooting technical issues with Token-Ring LAN/WAN system connectivity; Microsoft Office applications, 3rd party vendor application, hardware and software on OS/2 and Windows 2000 systems. Provided support of organizations Document Control Image Scanning System to scan Medical and Dental records into AS400 Database.

Provided network security administrations of users and server applications on Novell network. Provided Inventory Asset Management of hardware, software, and site licensing. ACCOMPLISHMENTS

Project Lead in Microsoft Windows Conversion from OS/2 to Windows XP, prepared system images for deployment in Windows XP workstation environment. Successfully deployed over 1000 images to end-user workstations.

Completed project to convert Token Ring network to Ethernet, de-installed token ring Albert F Racelis 4561 Hearts Desire Ave Las Vegas NV 89115 Mobile: 702-***-**** Email: ***********@*****.***

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Interfaces and replaced with Ethernet for over 1000 workstations, de-installation of token-ring cabling and replaced with Ethernet Category 5 and Layer 2 Cisco Switches. Improved overall network efficiency by 100%.

EDUCATION & TRAINING

Community College of Southern Nevada, Las Vegas, NV. Course study in Network Security, Cisco CCNA Certification Program, Security+, Network+, System Security Planning and Implementation, System Administrations of Microsoft and Novell Networks, and System Internet Forensics. Portland Community College, Portland, OR.

Windows 2000 Server System Implementation, Administrations, and Support. Clark County College, Vancouver, WA.

Novell Netware 5.1 Server Administrations.

New Horizons Technologies, Beaverton, OR.

Novell Zen Works 2.0 and Netware 4x Server Implementation, Management and Support. Clarity Technologies, Walnut Creek, CA.

Novell CNE Certification Program for Novell Netware 3.12 Service and Support. LICENSES & CERTIFICATIONS

Novell Netware CNA, Comptia Network +, and Cisco CCNA Certified.

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