Technical Support Manager

PAUL H. REBANE

Melbourne, FL ***** / Oklahoma City, OK 73162

Phone: 817-***-****

Email: ****@******.***

SUMMARY

Analytical, detail-oriented and imaginative technology professional with diverse experience in several industries working with small to large network environments. Proficient in gathering data, resolving client issues, planning and implementing systems, and finding creative solutions. A strong team player, communicator, and leader capable of guiding projects with consistently successful results either as an employee, a contractor or a consultant.

PROFESSIONAL EXPERIENCE

Tech Mahindra (Integris Health) – Oklahoma City, OK Aug 2024 – Present

Senior Network Engineer

Work on enterprise-wide Esker eFax migration from Deliveryware legacy system. Work with Deliveryware inbound fax service to email, printers and file shares. Work with Esker-on-Demand for outbound and inbound faxing. Provide support for enterprise faxing solutions. Create Distribution Lists and Printer accounts in Exchange / Active Directory and allocate / assign eFax numbers for the accounts. Work with telco providers to resolve phone line and faxing issues. Document and track support via ServiceNow ticketing, along with creating Knowledge Base articles.

Vaco (Health First) - Melbourne, FL Oct 2023 – June 2024

Telcom Contractor

Worked on enterprise-wide Polycom / 8x8 phone system migration project. Inventoried, pre-configured and deployed new equipment. Salvaged out-of-date equipment.

Robert Half (QTC) – San Dimas, CA Oct 2022 – Aug 2023

Systems Engineer

Worked on company-wide Faxcom migration project to build a new FoIP / SR140 fax environment (two Faxcom Servers, two Suite Servers, and two Mailbox Servers) to replace existing PRI systems. Duplicated existing configuration as needed and build-out new Mailbox Server addition. Trained local personnel on supporting Faxcom systems. Project was completed successfully, in a timely manner. Also assisted in troubleshooting and resolving issues regarding PRI outage and Toll-free number translation. Provided escalated technical support to end-users via tickets.

Vaco (Health First) - Melbourne, FL May 2022 – Oct 2022

Field Service Technician

Worked on enterprise-wide projects: Printer Replacement (InfoBlox and PrinterLogic), Medical Cart Replacement and Office Relocation. Also, performed imaging of Laptops, Minis and All-In-Ones and software deployment via MECM.

American Presence - Melbourne, FL December 2003 – May 2022

Systems Analyst / Manager / Administrator

Administered and configured both internal and external network and systems including Windows Servers, Exchange Servers, Domino Servers, Faxcom Servers (Analog, Digital, FoIP / SR140), SQL Servers, desktop systems, routers and firewalls. Provided remote support to global customers in TF400 (AS400), Faxcom and iMPSCloud products.

Assisted in the setup and maintenance of multiple Windows servers used in iMPSCloud, a cloud-based messaging platform for global customers accessed either directly, via Web-Services, or SMTP Relay.

Developed and supported workflow applications for customers using Presence BPM software linking disparate data sources, monitoring systems and data, and generating reports and alerts. Setup iMPSCloud for rules, routing and handling of faxes based on customer needs.

Provided on-site and remote training to global customers on Faxcom, PresenceBPM and iMPSCloud products.

Worked with developers to test and rollout new software and features and well as performing upgrades.

Provided technical support via ticketing system to track and resolve both customer and end-user issues.

American Education Centers Texas Institute – Hurst, TX June 2003 - December 2003

Adjunct Instructor

Planned and presented courses following the MCSE, Network+, Security+, and A+ certification tracks. Developed labs for instruction as well as providing details of “real world” experience to students.

Verizon Wireless, formerly PrimeCo PCS - Westlake, TX January 1997 - March 2003

Senior Member of Technical Staff

Planned, implemented, and administered 10 Microsoft Exchange servers and 40 Lotus Domino servers hosting 4500 users. Responsible for Biscom Faxcom server solution at an enterprise level comprised of 20 servers nationwide.

Took the initiative to lead an Exchange server audit, 125 servers, to a successful conclusion allowing senior leadership to review the current status of the Exchange infrastructure and the technical leads to identify areas to be addressed in detail. Improved efficiency and established consistent enterprise standards.

During the merger consolidation of systems, coordinated team efforts ands developed new processes to optimize the migration of existing Lotus Notes users to Microsoft Exchange with minimal user impact. Successfully completed the project within deadlines resulting in a standardized email infrastructure.

Post merger, coordinated team efforts and developed processes to set up new servers and security dividing Lotus Notes proprietary data into two business organizations. Resulted in meeting strict project deadlines and with minimal user impact.

ERAPMUS (PrimeCo PCS) – Tampa, FL June 1996 to January 1997

Lead Systems Analyst

Responsible for SUN servers, SUN workstations, and 100+ Windows PC’s and laptops for 150+ users in the S.E. Regional Headquarters with six remote sites.

Coordinated build of a temporary 50+ user call center while assisting with the build of permanent 300+ user regional center, resulting in completion of customer care training in a timely manner prior to launch. Included the installation of a Cisco router and CSU/DSU equipment in conjunction with Datacomm.

Proactive in proposing the need for a permanent network connection, Passport Switch/Router, at a satellite office, effectively creating buy-in with management, ordered and installed equipment in coordination with corporate network group and telecommunications provider. Resulted in greater communication efficiency, improving relationship between functional groups.

Provided technical support to setup end-users and to resolve end-user issues.

TECHNICAL SKILLS

Hardware: Build, Upgrade, Administer, and Support SUN, Compaq, IBM, Dell, and other PC, Unix and Linux compatible systems and servers. Motherboards, firewalls, routers, switches, hubs, network cards, hard drives, RAID, memory, Blu-ray / DVD / CD-ROMs, modems, video cards, scanners, printers, POS, VPNs and PBXs

OS/Software/Languages: Solaris, UNIX, Linux, Windows, Windows Server, Notes / Domino, Exchange Server, Faxcom, Access, C/C++, UNIX Shell Scripting, SQL, JavaScript, HTML, XML, InfoBlox, Active Directory, DNS, DHCP, Webex, GoToMeeting, Teams, RDP, Wireshark, Updates & Patches to Operating Systems and Applications.

SOFT SKILLS

Communication (Verbal and Written), Teamwork, Problem Solving, Time Management, Critical Thinking, Decision Making, Organization, Stress Management, Flexibility, Conflict Management and Resolution, Leadership, Creativity, Resourcefulness, Persuasion, Openness to Criticism, Customer Service, End User Support, Escalated Support, Enterprise Support, Patience, Work Ethic, Vendor Management, HIPAA, Ticketing Systems, SaaS, PaaS

EDUCATION & CERTIFICATIONS

BS, Technical Management, DeVry University (Summa Cum Laude)

AA, Engineer, St Petersburg College

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Professional (MCP)

Certified Lotus Professional (CLP)

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