Information Technology Customer Service

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Eric Gutmann, MCP, MCTS, MCSA, CTS, CAPM

Canton, GA 678-***-**** ********@********************.*** https://www.linkedin.com/in/eric-gutmann

INFRASTRUCTURE AND IT PROFESSIONAL

Technical, driven Directory of Information Technology deliberate on providing technological support and guidance to clients. Strong capability in troubleshooting and solving system issues. Proven leader and mentor, guiding team members towards IT and personal excellence. Well-versed in numerous technologies, servers, and databases. Highly customer service driven and personable. Skilled in project management, process improvements, infrastructure directing, and IT support and issue resolution. Adamant on promptly and thoroughly resolving client problems. Aiming to bring my diverse expertise to a director-level role where I can continue to provide complex support to client IT problems.

Additional competencies include:

• VMware 5.5, 6.0, 6.5

• Information Technology

• TCP/IP Network Services

• Linux

• Software Troubleshooting

• Pager Duty

• Dell DDPE Encryption

• Absolute DDS Asset Tracking

• MS Active Directory

• Symantec Endpoint Managing

• Mongo DB Servers

• Network Technology

• FreePBX System Management

• Citrix ShareFile

• Microsoft Azure AD Services

• DNS Services

• AWS

PROFESSIONAL EXPERIENCE

FanDuel, Inc. Atlanta, GA

Infrastructure Manager Jan 2022-Apr 2025

Overview: Supervised a team of 8 Infrastructure Engineers in managing the FanDuel external server infrastructure that is hosted over many different platforms and architectures. Server environments are not limited to AWS, GCP and on prem data centers at multiple data centers across the US and Canada.

• Managed the day-to-day activities of the team of 8 engineers to ensure that all required tasks are managed and completed in a timely manner.

• Managed On-Call rotation using the Pager Duty online notification and support management tool.

• Provided a point of contact to work with other departments to address cross-area issues.

• Worked directly with state gaming regulators to ensure data center and infrastructure compliance.

• Worked directly with AWS on Outpost hardware and data centers to ensure that all hardware is functioning appropriately.

• Worked with DevOps and our cloud management team to ensure that the needed resources are available for additional deployments and scaling up needed instances.

• Managed the migration/lift and shift and decom of 8 data centers with a cost savings of over $1.5 million annually.

• Lead the scrum and standup sessions and managed the team progress through biweekly sprints using Jira. EyeQ Monitoring Inc. (formerly MDL Automation) Marietta, GA Director of Information technology Jan 2014-Nov 2021 Overview: Supervised three data centers consisting of 8 VMware 6.5 hosts, managing 150+ virtual and physical servers and 40 desktops and laptops with Windows Server 2012, 2016 and 2019, Windows 10 Pro, and multiple Linux Distros. Managed DNS for internal and external domain through the utilization of local DNS servers and external DNS servers with a third-party vendor, ensuring that all DNS records are properly syncing and populating. Managed and monitored the Symantec Endpoint Security Suite for all workstations and servers. Provided 24/7 on call support.

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• Head the company-wide IT Department used for all software and hardware problems, overseeing the day- to-day duties and projects of IT staff members, delivering timely and accurate solutions to IT problems.

• Create new virtual machines for data services and internal functions through the utilization of Windows and Linux, providing staff with migrate and scale out products and services, boosting employee productivity.

• Manage and organize the integration and synchronization between onsite Active Directory, Microsoft Azure, and Citrix ShareFile, streamlining and simplifying the process, creating proper authentication of services.

• Execute night and weekend updates and patches to the operating systems, networks, and VM updates quarterly, assuring all server OS patches are at current security and stability standards.

• Lead negotiations with multiple vendors, including Dell Corporate and PCM, driving the purchase of desktop hardware and software, safeguarding customer purchase and delivery needs. Bond International Software, Inc. (formerly VCG Software) Roswell, GA Senior Client Support Representative Mar 2008-Jan 2014 Overview: Administered system support for Windows 2000, 2003 and 2008 Server, Windows 7 Pro, Windows Vista, Windows XP Pro, and Windows 2000 Workstation. Facilitated remote connections for customers to install and troubleshoot issues with various software packages. Delivered exceptional customer service to clients and ensured clients’ needs were addressed and met. Trained new hires on the best customer service practices and methods. Ran remote programs, including RDP, Remote Administrator and PCAnywhere.

• Provided support for PointWing, StaffSuite, Adapt, AdaptSuite, WebPAS, and Tempware software applications and their operating environments, offering a Help Desk via phone, email, and remotely.

• Spearheaded database support for Microsoft SQL 2000, SQL 2005, Oracle 9i, and Oracle 10g, answering application questions and troubleshot data and system issues, ensuring all problems were promptly solved.

• Resolved server and workstation issues through troubleshooting, utilizing SQL Developer, TOAD, Enterprise Manager and SQL Management Studio through remote control programs, insuring top customer service.

• Performed user creation and maintenance on in-house and customer exchange environments for Exchange 2003, 2007, and 2010, promptly responding to service inquiries, reducing time spent on resolving issues.

• Devised support mechanisms for customer related issues with managed, enterprise, and SAAS customers’ workstations and servers, patiently explaining issues to clients, assuring all servers were running efficiently. Consultis, Inc. Boca Raton, FL

Manager of Information Systems Sept 2002-Mar 2008

Overview: Expedited WinXP Desktop and Server Support. Led Linux Sendmail server maintenance, troubleshooting, and support. Planned project management duties of new network services and upgrades. Oversaw and protected the security of all systems. Supported and ran WAN conductivity and remote application products. Monitored IIS and ColdFusion servers and safeguarded that the interface between the SQL databases and IIS were functioning properly. Managed Win2K and Win3K advanced server, NT, Oracle 8, MS SQL, Linux, Solaris, WinXP, and WinCE.

• Oversaw LAN/WAN support and troubleshooting for the main corporate location and seven remote offices, performing file and database server maintenance and support, insuring servers were operating properly.

• Monitored all aspects of the Information Systems, reporting any issues to management to prevent negative business impact, improving workday fluidity and productivity.

• Installed and oversaw all network and phone systems, addressing and resolving issues during business hours to mitigate any impact to the business day, delivering efficient and effective technical support.

• Supported the interface and performance of internal web-based applications, maintaining the conductivity between these applications and the crystal reporting server, assuring operations were running efficiently.

• Maintained software and hardware support on desktops and servers, administering including user and file maintenance, data processing, and data reports, resolving issues promptly and properly. IBM Global Services/Franklin Templeton, Inc. Ft. Lauderdale, FL Systems Management Integration Professional May 1997-July 2002 3

Overview: LAN/WAN/Internet implementation, set-up, troubleshooting, and support. File and database server maintenance, troubleshooting, and support. Communications server maintenance, troubleshooting, and support. Maintenance of accurate and timely backups of all systems. System administration, including user & file maintenance, data processing, and data reports. Assist in design and project management of new network services. Assist in maintaining security of all systems. Support NT, 95, 98, 2000, CE, Novell, and Mac OS. Desktop support as well as remote administration. NT, Lotus Notes, Macintosh, Novell, & DNS administration. Software and hardware support on both desktops and servers. Support feeder services for the trading desk including, but not limited to: Reuters, Bloomberg, Chase, Bridge, Audix, Warburg Dillion Reed, State Street, and Brown Brothers products. Motorola, Inc. Boynton Beach, FL

Senior Technical Support Specialist Mar 1995-June 1997 Overview: Supported the Network and Desktop systems for PPG. Did phone and walkup window support to help customers with their Macintosh, UNIX and PC problems. I also helped administer over multiple databases and the single point of contact for the sales force with their computer problems. I was also one of Motorola's Apple Support Coordinators. I received Most Valuable Team Player Award on August 95, April 97 and awarded Best Customer Service Award on May 95, December 95, September 96, and January 97. EDUCATION & CERTIFICATIONS

Chattahoochee Technical College Marietta, GA

Secondary Degree, A.S. Cyber Security

Chattahoochee Technical College Marietta, GA

Cyber Security Diploma

Broward Community College Fort Lauderdale, FL

Associate of Arts, A.A., Computer Science and Information Systems US Army Corp of Engineers Fort Ord, CA

Completed Tour, E-3, 12B1

Certifications:

• Certified Associate in Project Management: CAPM, Project Management Institute

• Cyber Security Certification: IS81, Chattahoochee Technical College

• Cyber Security Fundamentals Certification: CW71, Chattahoochee Technical College

• Technical Specialist Certification: TC31, Chattahoochee Technical College

• Microsoft Certified: 70-270, Installing, Configuring, and Administering Microsoft® Windows®, XP Professional

• Microsoft Certified: 70-290, Managing and Maintaining a Microsoft Windows Server 2003 Environment

• Microsoft Certified: 70-291, Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure

• Microsoft Certified: 70-680 Windows 7, Configuration

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