Engineer Customer Service
Resume:
James M Wouters
Newark Blvd
Newark CA, 94560
***********@*****.***
OBJECTIVE:
Seeking a challenging position in a fast-paced environment, this will make use of my strong communication and organizational skills. Proven ability to add value and get the job done right the first time.
PROFESSIONAL EXPERIENCE:
- Exchange & mailbox management concepts.
- Outlook email accounts, mail setup\configuration, data files and profiles.
- Active Directory Administrator.
- Working knowledge of SQL server and MySQL.
- Proven track record in customer service.
- Ability to respond rapidly to changing priorities, time lines in a fast-paced environment.
- Citrix VPN Administrator.
- Knowledge of desktop security (anti-virus/anti-spam/firewall/patching).
WORK EXPERIENCE:
December 2012 - DKS Computer Services, San Francisco, CA
December 2012 Consultant
Provide Professional IT Services for Business and Residential users. Provide a free, no hassle, no obligation, initial telephone consultation to discuss which solutions and services would best fit our customers’ needs and budget. Provide advanced secure, stable, and scalable information technology solutions to our clients. Provide installation, support, and administration services for Windows 7, 2000, 2003, and 2008 server environments with a thorough understanding of domain, site, and security, Active Directory and group policy implementations. Provide complete support for file, print, remote access with VPN security, Exchange, SQL + MySQL, and terminal servers. Manage full operating systems migrations from previous Windows Server versions. Install and configure Microsoft desktop operating systems such as Microsoft Windows XP, Vista, or Windows 7 as well as Macintosh OS X systems. Tutor customers in Windows, Outlook, Excel, Word, Photoshop, and many other popular software applications. Teach tricks and procedures useful in navigating and using popular websites. Development of comprehensive backup strategy to ensure data is protected against hardware failures and other possibilities. Set up cable, DSL, or dial-up access and optimize all internet connections to operate at maximum speed. Also configure install wired or wireless network to allow the customer to securely share internet connection and files. Manage the design and installation of all low voltage wiring including the deployment of video surveillance systems. Provide Malware Protection and Removal Services. Control the spread of spyware, viruses, Trojans, and other malicious software. Administer Small Business Server.
July 2007 - Network Equipment Technologies, Fremont, CA
Aug 2010 Support Specialist
Desktop Support Specialist in the Fremont Head Quarters supported approximately 300 users. Tasked with and completed the windows 7 rollout. Responsibilities were the administration of Active Directory, Citrix VPN Secure ID database and Blackberry Enterprise server. Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Install, configure and troubleshoot desktop systems, workstations, servers and network issues in a windows environment. Deploy and support blackberry and smart phone devices. Install, configure and support all standard IT applications. Maintain passwords, data integrity and file system security for the desktop environment. Communicate highly technical information to both technical and non-technical personnel. Recommend hardware and software solutions, and upgrades. Participate in development of information technology and infrastructure projects. Conduct training programs designed to educate the organizations computer users about basic and specialized applications.
Feb 2007 - Microsoft Corporation, Santa Clara, CA
July 2007 Support Engineer
Data center operations team member. Maintain the mission-critical production servers and network devices in an enterprise level data center. I worked in a fast paced environment and with the latest technologies utilizing Active Directory for object management. Responsible for handling server builds, rebuilds and upgrades in a timely manner. Rack new servers and hardware including stacking, wiring fiber optic cable. Manage asset tags, server names and serial numbers. Replace array controllers, back plan boards, and all server related hardware. Install Juniper and Cisco routers and switches. Responsible for the maintenance of over 58k devices in the Santa Clara Data Center which houses all the Hotmail, Passport and MSN servers just to name a few. Communicate technical related issues and network problems to other members that work in a functional (not-technical) environment. Install CAT5, CAT6, single mode fiber optic and multi-mode fiber optic as well as label all patch panels, hops and a-sync devices. Install router/switch blades and Xen- packs for router/switch blades. Install and configure server racks firewalls, power supplies and label all devices according to Visio diagram laid out by engineering.
Dec 2004 - Silicon Valley Technical Consulting, San Jose, CA
Feb 2007 Support Engineer
Systems & Network Engineer for a start-up company designing and installing integrated networks. Deploy Servers with Microsoft windows 2003 server and Workstations with Microsoft windows 2000/XP professional. Coordinate purchases of various software and hardware. Coordinate corporate-wide implementation of Microsoft - Novell Network. Design and Implement wireless connectivity. Upgrade servers to windows 2003 server and workstations to Windows XP. Create primary domain controller on Windows and administer the local network and servers as necessary. Provide training to clients and customers on software applications as well as troubleshooting methods. Consult with clients analyzing and documenting their needs. Install and configured new hardware and software. Install, configure and deploy wireless routers. Provide training and support for new clients on Windows networks in both LAN and WAN environments. Field service calls. Build PC compatibles from the ground up. Configure OEM systems, laptops, desktop and personal computers. Provide Software installations. Troubleshoot LANs and resolve any issues. Hardware replacements included motherboard, CPU, memory and various peripherals Bios and micro code upgrade. Trouble shoot Network connectivity and hardware issues and document and then address issues accordingly. Operating system upgrades. Configure e-mail.
Nov 2003 - Intel Corporation, Santa Clara, CA
Dec 2004 Support Engineer
Support executive level personal on stage showcasing Intel technologies.
PEL (Performance Enabling Lab) Deploy Servers with Microsoft windows 2003 server and Workstations with Microsoft windows XP professional. Test Intel Software Vendor applications and games (ISVs) for performance, optimizations and validate results. Create and deliver demonstrations to lab customers and public. Provide support to technical marketing engineers. Perform testing of applications on desktop and laptop configurations. Interact with team lead, program lead and other Test Engineers to perform daily duties. Work closely with Application Engineers, Technical Marketing Engineers and Senior Research Managers to gather additional information that may be required to successfully complete performance testing. Test (ISV) code drops, resolving (ISV) application problems. Input performance data into results DB. Perform statistical analysis on performance data and report out results to key stakeholders. Develop scripts by writing, debugging and implementing code to streamline testing of (ISV) applications. Review applications and ensure lab systems meet corporate data protection and Intel security guidelines. Manage upgrades for lab test systems, and preparation of software images. Root cause and resolve OS, hardware and network issues that may prevent the execution and evaluation of (ISV) applications. Interface with managers from different groups to set priorities and remove roadblocks. Analyze data variances in performance analysis of (ISV) applications.
EDUCATION:
Computer Training Academy, San Jose, CA
Certified LAN Technician Specialist
Certifications:
- (MCTS) System Center Operations Manager (Microsoft Exam 40-700)
- Test Title: 061 - HP ProLiant Server Maintenance
Training:
- Windows 7 Administration and deployment
- Administration of Active Directory Services
- Deploying Windows Server 2008
- Administering Microsoft Windows NT4.0 Workstations
- Administering Microsoft Windows NT 4.0 Server
- Supporting Microsoft Windows NT 4.0 Core Technologies
- Essentials of Microsoft Networking
- System Administration for Microsoft SQL Server 7.0
- Implementing Microsoft Windows 2000 Professional and Server
- Implementing Microsoft Windows 2000 Professional and Server Network Infrastructure
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