Technical Support Customer Service

Gaston J. Merino

Katy, TX

713-***-**** * *******@***.*** * http://www.linkedin.com/in/gastonm

Manager/ Senior Infrastructure Administrator/ Engineer

IT Management, Systems Administration, Operations, Networking, Technical Support

Driven, innovative IT professional with extensive experience in design, development, and delivery of effective solutions, analytical requirement studies, systems administration, customer training and support across multiple industries. Leverage self-motivation and refined organizational talents to mentor and inspire teams to execute on business initiatives. Excellent communicator, collaborator and leader; demonstrating unique resourcefulness for Information Technology organizations, continuously self-educating on new technologies and methodologies.

On-Premises & Hybrid Cloud Solutions / Operations Management / Leadership & Team Building

Data Compilation & Analysis / Financial Management / Customer Service Excellence

Virtualization / Strategic Planning/ Systems Administration / Technical Support

PROFESSIONAL EXPERIENCE

IT Lead Infrastructure (Nov 03 2020 - May 31 2025) City of Houston, Houston, TX

Technical Scope: on-prem/cloud infrastructure, VMware, and MS Windows Servers.

Managing Houston Health Department highly available infrastructure operations for servers, storage, virtualization and newly cloud initiatives, and environments. Directing a team on the support and implementation of new technologies to support HIPAA PHI applications and data. Creating and applying virtual solutions, ensuring high customer satisfaction levels across several platforms. Performing role of technical lead and manager for numerous projects involving internal customers and vendors. Delivering managed services and third level support for servers, storage, and global virtual infrastructure while providing ongoing mentorship to the team.

Key Achievement:

*Successfully deployed and supporting the Houston Health Department highly available infrastructure.

IT Lead/Senior Systems Administrator (Aug 25 2014 - May 07 2020) Halliburton, Houston, TX

Technical Scope: public/private cloud, VMware (VCloud Director VRA, VDI, VIO), Linux, and MS Windows Servers.

Managed global infrastructure operations for servers, storage, virtualization and cloud initiatives, and environments. Directed team of 8 plus additional vendor supplied contractors on various platforms. Created and applied Enterprise virtual solutions, ensuring high customer satisfaction levels across several platforms. Oversaw rapid deployment environments with VMware’s vCloud, VRA, VDI, and recently VIO. Performed role of technical lead for numerous enterprise level projects involving internal customers and vendors.

Key Achievement:

*Successfully deployed and sustained Halliburton's private cloud platform.

Principal Consultant (Apr 02 2012– May 30 2014) Texas Data Solutions, Houston, TX

Technical Scope: Managed Service Provider

Delivered in-house IT department experience for small/mid-size companies whilst managing service providers. Designed, and implemented solutions in Windows servers and desktops, VMware virtualization, networking, local and cloud storage, e-mail/messaging, and diverse applications.

Key Achievement:

*Generated high customer satisfaction levels through efficient delivery of MSP services to multiple customers.

Information Technology Contractor (Dec 10 2012 – Jun 28 2013) JC2 Technologies, Houston, TX

Technical Scope: Customer Support, SCCM, VMware, and iSeries

Provided Workplace Productivity Tools assistance for all Sysco Foods corporate and operating companies’ locations. Oversaw direct end user support, both locally and remotely, on desktop, laptop, and application related issues. Utilized SCCM to perform desktop and laptop deployments. Leveraged expert knowledge to support other areas with resolutions for systems issues.

Key Achievement:

*Assisted multiple IT department areas, going above and beyond job scopes to ensure productivity and functionality.

Senior Platform Systems Administrator (Mar 05 1996 – Mar 23 2011) BMC Software, Houston, TX

Technical Scope: VMWare, Linux, MS Windows Servers, iSeries, VMS, AIX, iSCSI/Fibre/NFS storage services

Oversaw execution of hardware and software projects as primary resource for VMware, Linux, zLinux on mainframe, UNIX, iSeries, Windows servers and multiple other OS’s administration. Supported global virtual infrastructure for 20+ iSeries, 30+ VMS systems, HPUX, Sun Solaris, diverse storage, and other multiple platforms. Provided solutions on multiple platforms as an R&D Support team member. Consulted for R&D organizations, identifying needs and effective solutions for product research and development. Managed Change Control activities while maintaining Change Control systems.

Key Achievement:

*Ensured high levels of customer satisfaction across various platforms through successful solutions delivery to global R&D organizations.

Project Leader/ Operations Analyst (Aug 03 1992 – Feb 16 1996) IBM-DPI/TFS(NYNEX DPI), Sugarland, TX

Technical Scope: AS/400 and PC/LAN

Supplied billing software and services and customer care while designing and implementing AS/400 and PC/LAN projects and operational procedures. Provided computer operations and communications solutions on both platforms for entire organization. Supported diverse international projects for companies operating in various countries. Conducted Q&A activities on software releases and documentation, and coordinated Beta site trouble reporting. Performed duties as technical pre-sales lead for products and services for existing and future clients. Administered software release delivery to clients through Quality Assurance Department and supplied WAN infrastructure solutions companywide.

Key Achievement:

*Supported infrastructure, and designed and implemented data center and office space layouts to boost LAN connectivity.

Additional Experience:

Operations Consultant * (Sep 09 1991 - Jul 31 1992) Superior Programming Services, Houston, TX

Operations & Technical Support * (Apr 30 1990 - Mar 08 1991) Care Shipping, Inc., Houston, TX

Systems Administrator * (Jul 15 1985 - Apr 13 1990) Petroleos Mexicanos (PEMEX), Houston, TX

EDUCATION AND TRAINING

University of Houston, Houston, TX: Business Computer Information Systems and Economics

Houston Community College: Data Processing and Business Administration

Technical Certifications

Certified Scrum Master

Microsoft: Azure Administration

BMC Software: ITIL Foundation – Ethics

Hewlett Packard: HP OpenVMS Basics and Administration

VMWare: ESX installation, troubleshooting, diagnosis and performance

IBM: AIX introduction, installation and troubleshooting – LPAR concepts, installation, and troubleshooting

Red Hat: introduction, installation, and troubleshooting

IBM: AS/400 Facilities, System Administration and Control – System Performance and Capacity Planning

Hewlett Packard: System Performance – System Management – System Operator – OpenVMS

Petroleos Mexicanos: Introduction to Powerhouse (by Cognos) – Data Processing Auditing

TECHNICAL PROFICIENCIES

Software:VMWare ESXi, VRA, VDI, VIO, Workstation, vSphere, Virtual Center, VROps – Linux – zLinux – UNIX – AIX – MS Windows servers – OS/400 – VMS – MPE/V – MPE/XL – Windows desktop OS’s, SCCM – Storage configuration and administration – SharePoint – BMC Patrol, Remedy – Help Systems Robot – MS Office – IBM's productivity applications – PowerShell – HTML – CL – PERL – C – VB – Familiar with Python - C++ – PSL – RPG III – COBOL – JCL – DBU – Powerhouse (Quiz, Quick, Query) – FORTRAN – Basic – Pascal

Hardware:Dell, HP and Cisco servers, UCS, HCI – IBM iSeries, pSeries, x86 servers and peripherals – Storage Platforms IBM, Dell, EMC – Sun servers and Sparc Stations – Hewlett Packard x86, Itanium, Digital, Alpha, HP 3000 series – Telecommunications Equipment

VOLUNTEER EXPERIENCE

Chairman Information Services Committee (2009-2011) Houston Livestock Show and Rodeo Houston, TX

Technical Scope: IT Services

Coordinated delivery of information services solutions to all committees and assisted HLSR Information Technology organization with yearly needs. Ensured Information Services solutions distribution through Corral Club Special Services Committee since 1992.

Key Achievement:

*Founded Information Services Committee in 2009 and increased team membership from 24 to 50+.

*Corral Club Support Member since 1992.

Networking and Cybersecurity Advisory Board Member (2016-Present) Houston Community College Houston, TX

Technical Scope: IT Consulting. Providing guidance for the college’s educational programs to benefit students and hiring companies.

Key Achievement:

In 2017 the National Security Agency and the Department of Homeland Security designated the Houston Community College as a National Center of Academic Excellence in Cyber Defense Two-Year Education.

Volunteer: BPMS150, Houston Habitat for Humanity, and Cycle Houston (Christmas Elves)

Scrum Alliance Member

International High IQ Society member

IEEE member

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