Data Center Customer Service

Patrick G. VeVea

**** ********* ****** **., **. Louis Park, MN 55426

Cell: 612-***-**** E-mail: ************@*****.***

Skills:

Problem Solving / Troubleshooting Project Coordination / Management Customer Satisfaction

Microsoft Office including Visio Multi-tasking in a hectic environment Data Center Infrastructure

Documentation / Communication Quickly learning new competencies Vendor Management

CMBD Team Leadership / Mentoring CMMS

Professional Experience:

OneNeck IT Solutions / US Signal, Eden Prairie, MN 2015 – Present

Senior Data Center Technician. Focusing on Critical Facilities/Data Center management with special attention toward customer service and security, ensuring a stable DC environment and maximizing uptime.

Manage customer power adds and changes, including updating CI's, Visio and spreadsheet documents.

Develop/generate monthly KPI, power overage and other customer reports, and space/cabinet audits

Reduced monthly PUE average each of the first 5 years.

Apply root cause analysis to understand and address client delivery issues, resulting in improved service quality, prevention and client satisfaction.

Manage the building automation system, CRAC units, RTU's, cooling towers, PDU’s, UPS, generators and switchgear maintenance including scheduling and change management.

Developed/maintains MOPs, SOPs, flow charts and Site Management Guide.

Ensuring ITIL industry standards are maintained.

International Business Machines, Minneapolis, MN 2005 –2015

Systems Services Representative. Hardware service technician supporting primarily data center/mid-range servers which include IBM Power Systems, pSeries (AIX), iSeries (AS/400), nSeries (NetApp) and xSeries (Intel Processors) plus related tape and storage products, Sun Microsystems, NetApp storage systems and Cisco, Brocade, McData, and F5 network equipment within the Twin Cities area.

Farmers Home Group, Bloomington, MN 2001 - 2005

Operations Technician II. Responsible for mainframe operations, network administration and desktop support, including support of 300 independent insurance agencies. Maintained and supported 23 Microsoft Servers - NT 4.0 and 2000 - Exchange Server 5.5, terminal servers, SQL server and the SNA server. Successfully implemented call tracking/reporting procedures that improved call resolution, resulting in the creation of the Customer Relationship Management Group. Modified the month-end processing schedule, allowing critical reports to be available 1 days earlier.

Chronimed, Inc., Minnetonka, MN 1997 - 2000

PC Network Analyst. Provided hardware, software and network support in helpdesk and LAN Administrator roles. Rolled out desktop PC’s, laptops and thin clients. Upgraded to MS Office 97, and Outlook 98/Exchange. Received considerable recognition from peers and management.

MicroAge, Inc., Plymouth, MN 1993 - 1997

Provided AS/400 terminal, printer, controller and desktop support. Revamped wiring closets reducing controller downtime. Implemented daily/weekly routines to isolate and resolve problems before they are reported, reducing service calls. Streamlined the Windows 95 installation process, reducing downtime by 10 minutes per system. Stabilized the onsite service group, maintained PC and server equipment and provided technical support for 30 technicians. Implemented a systems history database to effectively track warranty data and PC maintenance. Sustained the remote sales force. Also assigned to the sales roll out team to perform warranty repairs and install Windows 95.

Dataserv, Inc., Eden Prairie, MN 1985 - 1993

Onsite at Dataserv, Inc. 1989 - 1993

Hardware maintenance of PC and mainframe equipment. Provided software and network support. Developed call tracking/reporting system implemented throughout the division. Recognized by co-workers and earned Employee of the Quarter award. Published articles in customer and Dataserv publications.

Onsite at Caterpillar Inc., Peoria, IL 1985 - 1989

Repaired and maintained IBM system terminals, printers and controllers in an office and factory environment. Started and maintained an aggressive preventive maintenance schedule on the factory floor, reducing service calls by 14%. Responsible for account management and its profitability, increased revenue 250% over 3 years.

Education:

Control Data Institute, Bensenville, IL 1983 - 1984

Graduated from the computer technology program with extensive experience in basic electronics, central processing units and peripherals. Developed professional business attitude.

Illinois Central College, East Peoria, IL 1982 & 1988

Earned college credits in computer logic, classes included COBOL programming, macro-economics, algebra and English Literature. Continuing education classes in Business Management and Accounting.

Additional Training:

IBM schools for pSeries, iSeries, nSeries, xSeries, DS8000, XIV, 3584 tape libraries.

Continuing education courses on networking, Unix, AIX, OS/400, Windows 2000, NT 4.0 & 95, IBM OS/2, Novel Netware and Macintosh hardware and operating systems.

Certificates:

CJIS Security and Privacy: Privileged Role

ITIL Foundations

Cisco Certified Technician

NetApp ASE2 Certified

A+ Certified

Apple Hardware Certified

Additional Interests:

• Lake Harriet Masonic Lodge, served in the officer's line and as past “president” - continuing involvement with Kids ID and ringing bells since 2002 for the Salvation Army. Serving as lodge musician since 2012.

• Active church musician playing guitar or bass guitar.

Entrepreneurial Activities:

V2 Pipes, for over 18 years I have been designing and creating fine smoking pipes for fine tobacco. These pipes have been sold world-wide by word-of-mouth, online, trade shows and 6 different brick and mortar stores in 4 different states have carried my pipes.

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