Project Management Call Center

Steven J. Clayborn MCSE, MCSA, MCP, MCTS:Exchange 2007

Cell: 925-***-**** / E-mail: ******.********@*****.*** / Livermore, CA 94551

SUMMARY

I am a Microsoft Certified MCSE and have been in the Information Technology field for 28 years.

Provided patching and updates to enterprise devices using Nessus, Azure In-Tune and PDQ.

Lead team in OS upgrade from win 10 to win 11 for over 1000 end points in 90 days.

Desktop Support for Windows 2000, XP, Vista, Windows 7, Windows 10 and Windows 11.

Exceptional communication, client relations, providing training, project management and documentation skills.

Self-starter who is goal oriented, a critical thinker and a creative problem solver with a strong sense of urgency and follow through with attention to detail.

SKILLS

Operating Systems: Windows 11/10/7/XP/2000, Windows Server 2012/2008/2003/2000/NT4

Networking & Infrastructure: DNS, DHCP, NAT, VPN (Net screen), LAN/WAN, firewall configuration, Active Directory

Cloud & Endpoint Mgmt: Microsoft Azure, Microsoft In-Tune (Endpoint Manager), PDQ Deploy/Inventory, Nessus

Security Tools: Nessus (vulnerability scans/remediation), antivirus (Norton, McAfee, TrendMicro)

Imaging & Deployment: Symantec Ghost, Acronis, PXE Boot, PDQ Deploy, Altiris, Funk Software (Proxy Remote)

Scripting & Automation: Batch scripting, PDQ scripting, process improvement and automation implementation

Telephony & Call Center Systems: Avaya Definity G3/Prologix, Intuity Audix, AVAYA Call Center Suite, Mosaix Predictive Dialer, NICE CLS/Logger

Tools & Platforms: Salesforce CRM, Remote Desktop, Funk Proxy, LiveStats, TeamViewer and VNC

Soft Skills: Project management, vendor management, team leadership, technical training, process documentation, client relations, critical thinking, problem-solving

EDUCATION / CERTIFICATIONS

CompTIA Security+ (In Progress-Approx Completion 8/2025)

MCSA - Microsoft Certified Solutions Associate Windows Server 2012

MCTS - Microsoft Certified Technology Specialist: Microsoft Exchange Server 2007

MCSE - Microsoft Certified Systems Engineer - Server 2003

MCSA - Microsoft Certified Systems Administrator - Server 2003

MCP - Microsoft Certified Professional

Microsoft 70-228 - Microsoft SQL Server 2000 Enterprise Edition

Avaya University Certification Mosaix System Supervisor (predictive dialer)

Avaya University Certification Mosaix PDS Producer 2.0 (predictive dialer)

NICE Systems 8.8, 8.7 and 4.2 Administration & Support Certification (call recording enterprise suite)

NICE Systems 8.8, 8.7 and 4.2 Nice CLS/Logger Installation and Maintenance Certification

Lucent Technologies Certified Definity G3 Prologix Administrator (system switch)

Lucent Technologies Certified Intuity Audix Administrator (voice mail)

02/2000 - Essentials of Microsoft Networking NT 4.0

02/2000 - Administering Microsoft NT 4.0

06/2000 - Supporting Microsoft NT 4.0 Core Technologies

7/1995-2/1997 Masters Institute-Certification in System Administration and Database Management

View my Microsoft Transcript:

https://learn.microsoft.com/en-us/users/stevenclayborn-2831/transcript/7xprnsrzznr9r69

WORK EXPERIENCE

10/2014 – Present Fremont Bank Livermore, CA

Senior Implementation Engineer

Assist management with defining and driving program & project initiatives.

Initiate NESSUS scans on all PC’s and Laptops and then remediate all High, Medium and Low findings.

Drives projects, solutions for implementing technology initiatives for complex business & technology objectives.

Support Azure platform with Microsoft Endpoint Manager (In-Tune).

Drive internal and external process improvement across multiple teams and functions.

Responsible for all Fiserv banking application upgrades/installs/troubleshooting for all branches

Managed the Dev enterprise environment for testing upgrades to hardware, software and new applications.

Research and implement automation per industry best standards and innovative solutions for the IT Enterprise.

Manage all PDQ Inventory and PDQ Deploy patching/scripting deployments to meet security requirements.

Create PDQ Deployment packages for over 800 Laptops for software patching / upgrades / Installs of software.

Demonstrated ability to deploy automation, industry best standards and innovative solutions to improve performance and efficiencies.

Project management of enterprise desktop software/hardware upgrade and new deployments.

Vendor management to ensure completion and adhere to policy and procedures per documentation.

Manage ticket escalations from Tier 3 and other departments to support the enterprise – approx. 800 users.

Purchase supplies, hardware, software and equipment as needed within budget.

Participate as a technical resource in all bank technology projects.

7/2012 - 9/2014 Fireside Bank Pleasanton, CA

Senior Support Engineer (contractor)

Provide support for the Helpdesk as final point of escalation for unresolved issues - 300 User Call Center.

Created new procedures, documentation and established new hardware standards for Desktop PC’s.

Communicate with and manage Vendors in all areas of Desktop support (purchasing/warranty of desktops/laptops)

Support day to day functions including maintenance of Servers, Desktops and Laptop Systems.

Provide technical for the project team of 5 and other members of the IT department.

Created, tested and installed new desktop image for the enterprise (using GHOST / Acronis to create the images).

Experience using Funk Software (Proxy Remote Control) and Remote Desktop to provide support / administration to local and remote systems.

8/2010 – 6/2012 Microsoft / Hewlett Packard Santa Clara, CA

Datacenter Support Engineer (contractor)

Support Server infrastructure for Microsoft / Hewlett Packard.

Troubleshoot and solve technical problems for production server hardware and software.

Replace server hardware, including Motherboards, HDD’s, Raid Controllers, Backplanes, Memory and CPU’s.

Configure Software per customers request, IIS, SQL, iLo, and other proprietary software packages.

Install New or re-image servers using Altiris Deployment solutions.

Prioritize and manage tickets based on urgency and global users affected.

4/2008 – 7/2010 Teneros, Inc (startup company) Mountain View, CA

Technical Support Engineer

Provide support for Windows Server 2000/2003 with Exchange 2003/2007.

Daily maintenance on Teneros appliance; optimization of EDB dispersement across Head unit and Expansion devices, repair and defrag of EDB/STM and applying updates to proprietary Teneros software.

Proactively stay up to date with all the latest technologies concerning Teneros's products and technologies

Recognize and escalate difficult technical / business issues within the engineering organizations.

Setup OWA and configure SSL Certificate for security while accessing email via the website.

Prioritized and resolved daily support cases via phone, email, and web portal using Sales Force CRM.

Worked with engineering and product development team to troubleshoot and provide fixes for product issues.

Provided group or one on one training to Exchange Admins for the Teneros application suite.

Create customer knowledge base articles as well as documented internal process and procedures.

File enhancement requests and work with product management to complete requested product enhancements.

Project lead for US and International team for upgrade to the Teneros system to resolve defective component.

12/2006 - 4/2008 Intermedia.net Sunnyvale, CA

Technical Support Engineer

Provided training, mentoring and technical support for the Level 0 / Level 1 Support Team.

Monitor Web / Exchange Server Health for the Enterprise, Respond to Priority 1 issues. (custom monitor tool)

Created documentation and Knowledge Base articles for clients about our current/new system modifications.

Support for our Website customers, including PHP, DotNetNuke, Apache Web Server, LiveStats, SSL Certificates, site user permissions, Microsoft Index Server, create Applications and Virtual Directories, ColdFusion, Community Server, SharePoint v3.0, FrontPage Extensions, Miva Merchant 5, Mime type setup.

Create request and install SSL Certificates for Customer websites.

Provide POP3 / IMAP4 mail support for Website customers, mailbox setup, and Outlook Express client setup.

Provide FTP support including site user setup and permissions, FTP client use, enable/disable FTP services.

Support for our Exchange customers, including Outlook 2003/2007 configuration and setup, Mailbox configuration and setup, import / export, Public Folder creation, Outlook Web Access, SharePoint v2.0, Blackberry Enterprise, Microsoft Active Sync Devices, Compliant Archiving (Global Relay / SECCAS), SpamStopper.

Managed Customer DNS records, including SOA, NS, MX, A, PTR, TXT(SPF), CNAME.

7/2005 - 12/2006 Fireside Bank Pleasanton, CA

Senior Support Engineer (contractor)

Managed Desktop software installation and integration project for the new Suite of AVAYA Call Center and Predictive Dialer software across the enterprise.

Troubleshoot, Create Fixes and Batch File Updates for the new AVAYA Suite of software to ensure compatibility with existing desktop applications.

Provide support for the Helpdesk as final Point of Escalation for unresolved issues - 500 User Call Center.

Created new procedures, documentation and established new hardware standards for Desktop PC’s in the enterprise.

Exceptional Documentation skills during the AVAYA Desktop Software installation project.

Created documentation and presented training to 20 3rd party vendors for AVAYA rollout.

Communicate with and manage Vendors in all areas of Desktop support (purchasing/warranty of desktops/laptops)

Support day to day functions including maintenance of Servers, Desktops and Laptop Systems.

Provide technical support for the project team of 5 and other members of the IT department.

Created, tested and installed on multiple hardware platforms a new desktop image for the enterprise (using GHOST to create the images).

Experience using Funk Software (Proxy Remote Control) to provide support / administration to local and remote systems.

8/2001 - 7/2005 California State Automobile Association Livermore, CA

Telecommunications Engineer

Supported Windows NT4.0 / 2000 Server, Windows 98, Windows 2000, Windows XP, and NT workstation environments.

System administrative duties including adding & deleting users or group accounts, assigning file system rights, file archiving & restoration, setup and maintain print services.

Project manager for NICE systems Installations, Removals, and Upgrades for versions 4.2, 8.7 and 8.8 for the enterprise.

Created documentation and procedures for new and current system within the information technology department.

Maintained and supported AVAYA's Mosaix Predictive Dialer System.

Create, test and installation of new campaigns on AVAYA's Mosaix Predictive Dialer System.

Configured, setup and support of NICE Systems CLS Servers and Loggers (agent voice recording systems running Windows NT4.0 and 2000 Server).

Created and presented training for new employees and re-fresher courses for the Member Retention Team.

Run detailed reports against Mosaix database for managers of each department for EOB report.

Provided basic support and administration of Aspect ACD.

Responsible for customer request for telecommunications support including moves, adds, changes and repairs.

Coordinated all activities between users and telephone vendors to ensure continuous connectivity.

Performed backups, restores, maintenance and created disaster recovery plans for all network and telephony systems.

7/2000 - 8/2001 Homegain.com Emeryville, Ca

Telecom / Network Systems Administrator

Network Administrative Duties including adding & deleting users or group accounts, assigning file system rights, file archiving & restoration, setup and maintain Print Services.

Design and support of a Windows NT / 2000 / 2003 network infrastructure.

System restore and backup using Symantec Ghost Utility and Image Cast - used to restore / create system images locally and/or over the network.

Administered phone switch and voice mail systems (Avaya/Lucent).

Programmed all adds, moves, and changes for the Avaya switch including voicemail.

Responsible for design and implementation of server room build (HVAC, UPS, racks, cabling, T1’s and phone switch installation).

Coordinated projects and technical issues with the Network, Windows Systems and Desktop Operations groups.

Responded daily to customer request for server / desktop and telecommunications support including moves, adds, changes and repairs as well as troubleshooting workstations and peripherals associated with relocation.

10/1995 - 7/2000 IMX Mortgage Exchange San Ramon, CA

IT Manager / Systems Administrator

Administration of Windows NT / E-mail servers, including LAN/WAN connectivity - security, end user administration.

Administered phone switch and voice mail systems (Definity Prologix G3/Intuity).

Project Leader for Y2K and site relocation move including all telecom lines, T1’s, all servers / desktops / printers / faxes and designed new server room.

Promoted to IT Manager for a staff of 10 in areas of hiring, firing, discipline, training, mentoring, and scheduling.

Installed, Managed and Supported Virus Scan Server / Client desktop Software (Norton, McAfee and TrendMicro).

Installed and maintained E-Mail Systems (Groupwise 4.0, Mdaemon, and Microsoft Exchange 5.5).

Served as lead for maintaining our back office applications and disaster recovery.

Network setup and maintenance, including; DNS, NAT, Netscreen VPN & Firewall.

Backup and administration of all servers, including offsite storage and encryption.

Created and provided training to new IT staff and end uses of our proprietary software.

Responsible for providing break fix desktop support for hardware and network issues.

Supported end user desktop systems and applications, Win 3.x to 95 upgrades, installation and configuration.

Provided 3rd level backline technical support related to installing & using VPN.

Wiring data and phone including patch panels, making patch cables, cross over cables and 66 / 110 punch down.

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