Customer Support Help Desk

Benjamin P Buono

*** ***** **, ******** **. *****

Home Phone 215-***-****

Email: Personal – adytgb@r.postjobfree.com

Career Objective

I am looking to return to the corporate world after quite a few years of consulting. I am open to hands on, managerial or technical sales support. Maximum travel allowable is 50%. Relocation is not an option.

Experience:

The Andromeda Group LLC (12/25/2009 – present)

Owner 703 Swade Rd

Wyndmoor Pa. 19038

Consulting experience;

• Cisco, Nortel, Juniper, Aruba, Fortinet, Mitel, Palo Alto, Cradlepoint Routers, Switches, VPNs & firewalls migrations, refreshes, troubleshooting, remote access (teamviewer, logmein, putty, Tinyterm & Anydesk), rack & stack, WAP, Wireless heat mapping and WAN/LAN management.

• MS Windows XP,7,8,Vista &10 installs, migrations, troubleshooting, peripherals, interfaces with Linux and MAC, networking, virus scans, optimizations and virtualizations.

• IT End user support & system administration, Domain, VPN, account administration. Citrix, USMT, SCCM, Disaster recovery planning, Backup and Restore, Change Management

• Occasional tablet, cell phone, scanner and pin pad deployment and troubleshoot.

• IT/Telecom staff management, training & mentoring, Remedy experience, telco & IT vendor relations.

• C-level presentations, support and interface skills, Corporate training experience Verizon Network Integration (3/13/2000 – 12/24/2009) NOC Supervisor 52 E Swedesford Rd.

Frazer Pa. 19355

• Supervise 24 x 7 network monitoring, troubleshooting and repair staff

• Provide, monitor and evaluate call center metrics Via Remedy call track system..

• Provide Cisco and Nortel router support for over 1300 WAN customer’s

• Serve as 1st level escalation for all customer issue’s beyond normal scope of business

• Administrative include providing employee reviews, training, time management.

• Provide Pre/Post Sales support, including design, installation, and test

• Provide direct customer support and troubleshooting for maintenance customers

• Liaison for labor vendor and invoice review.

Novaeon Inc (1/99 – 10/99)

Director, IS operations 1210 Ward Ave.

West Chester Pa. 19380

• Receive direct reports from user Help desk and System administration departments.

• Manage nationwide corporate WAN/LAN infrastructure

• Coordinate nationwide consulting support for on-site problem.

• Provide project support for infrastructure changes and modifications.

• Provide telco phone switch support for West Chester office.

• Develop infrastructure strategies for opening and closing branch offices.

(3/95 – 10/98)

Computer Science Corporation 1301 Virginia Drive

Systems/Networking Support Manager Ft Washington Pa. 19034

• Hands on responsibility for conversion from 4 independent Sun/OS LANs into a 4 site intranet (TCP/IP based) with 6 Novell servers, Internet access, web browsing and e-mail capability.

• Responsible for developing, hiring and managing support staff of 6 people. Administrative duties included interviewing, time cards, performance reviews and budgetary concerns.

• Responsible for equipment, software, support contract and contractor purchasing and procurement.

• Facilities network planning and implementation of systems/networks for remote sites. Unisys Corp. (11/87 – 3/95)

UNIX Networking Customer Support Analyst Blue Bell Pa. 19424-0001

• First through top-level corporate phone and, when necessary, on-site customer support for all UNIX networking products.

• Supported Unisys DECNET, SNA, BSC, LU6.2, TCP/IP, X.25, OSI, RFS, NFS, NIS, PC terminal emulation, Portable NETWARE and UNIXWARE. Specialized in DECNET, SNA, BSC, LU6.2, TCP/IP, RFS, NFS and NIS.

• Performed internal lab system administration.

• Began work as UNIX database and language support, specializing in Oracle, Unify, Ingress, FORTRAN and C.

• Significant training in Wellfleet (now known as Bay Networks) routers, hubs and switches.

(11/85 – 11/87)

Sandman Associates/Yellow Book Community Directories Huntingdon Valley Pa. Software Development Project Leader/Programmer 19006 Project leader and programmer for in house office automation development. Provided administration for UNIX file server and PC LAN.

(4/84 – 11/85)

Leeds and Northrup North Wales Pa.

Database Programmer/Trainer

• Database development programmer and instructor. Maintained and gave customer classes for internal database used in electric power plant maintenance.

(11/78 – 4/84)

Computer Science Corporation Colesville Rd.

Member of the Technical Staff Silver Spring Md.

• Initial exposure to IBM/Digital mainframes, structured programming and large-scale development contracting to NASA.

Education

B.S in Physics/Astronomy (1978)

Mount Union College Alliance Ohio

Certifications: CCNA, CCNP, NSSCP - expired

Management experience:

Corporate help desk experience with Unisys

IT manager for Computer Science Corporation

Infrastructure Director for Noveaon

NOC supervisor for Verizon

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