Project Customer Service
Resume:
JAMES BUTARI C.N.A.
***********@***.***
Objective:
To obtain a position in the Metro and surrounding Philadelphia area that will allow me to use my computer knowledge and customer service/managerial experience.
Certification: CNA,
Certification: GXP, GMP, GLP For Preclinical IT
Certification: Dell Installer, Dell Team Lead
• Professional Experience:
• First Keystone Bank- Bryn Mawr Trust Company
• March 2010 to present
• Reports to Create and Review
o Spam
o T.O.S.S. Reports <4 different reports.>
o Create IBS , Carne Reports, and Teller Error correction reports
o Run general ledger reports weekly
o Do Month end SOX reporting for First Keystone Bank
o Record overnight server backup tapes on logs; Backup done by using Symantec Backup
o Run back up on Main Business Servers
• Desktop Work
o Handle routine issues which are logged via my telephone extension
o Utilize remote tools to assist users in the branch offices
o Provide support for VP and CEO levels of both First Keystone Bank and Bryn Mawr Trust
o Set up and support banking applications for branches and operations office
• Network
o Set up new users in Active Directory
o Assign users to correct groups and access levels
o Run reports for Active Directory using special program called ADManager Console
• Desktop Support Consulting-short term contracts
• 12/2008 to 09-2009
• StarPoint Solutions- Virtua Health- Computer Hardware
• August 2009 to September 2009
Did re-imaging of computers for a major Hospital in the tri state area. Also handled special images for specialty equipment and the computers that ran them
• Insource Contract Services, LLC- New Jersey School District,
o May 2009 to September 2009
o Assisted in a short term project of setting up over 900 computers in a school district in the State of NJ. Removal of old equipment and the set up and install of the new equipment
o These site were schools on bases of US Navy, Fort Dix- Acted
o .
• CDI Contractors, LLC- June 2009 to September 2009
Assisted in deployment of new equipment in a school district in NJ. This included unboxing and setup of monitors, handling of paperwork and team management.
• 888 corporations.
• February 2009 to Present. Weekend contracts only
• Server projects. Moving of server from one site to together other Hp direction. Clients were Yellow Book, Hp. Verizon.
• trouble shooting in Windows XP Pro,
• .
• Starpoint Systems- Federal Reserve Bank Philadelphia PA, 8/ 2008 to12/2008
• Provided first and second level phone support for user base of 700. Including Handling The Federal Reserve VIP users. Support of Lotus Notes, 7 Outlook 2007 which included the backup of any Personal pst files, Active Directory, Priority software. Also support of MS Office 2003. Handled High priority tickets as needed.
• Provided basic hardware support for laptops (HP and Dell) desktops Dell Printers and Blackberry support in synching and email accounts.
• Trained in first level support of Office 2007 Word, Excel, and Power Point. Closure rate of over 50% on First contact.
• Tools used SMS, Remedy 7, Lotus Administration, Lotus Notes Password recovery system, Lotus Notes Password clearing. Active Directory, SMS Basic tool set.
• Modis- Nationwide 11/07 to 07/08
• Desktop support level 2
• Provided level 2 supports for an end user base of approximately 500 and over 400 out of office agents and support staff using HP Service Center 6.2 and Peregrine Service Center. The network was Novell and Windows network environments. Configuring Oracle 8 clients and supported all users in Lotus notes and Data base according to a specific set of parameters. Able to use Active Directory in many situations in project and trouble shooting work. Worked on Special Projects as needed. Responsible for Remote support given to remote officers using Novell tools and special remote access servers. Special projects included proper surplus removal, deployments of new laptops and new computers. Daily activities included software installs, printer trouble shooting basic network troubleshooting.
• Alpha Numeric- GlaxoSmithKline-5/06 to 10/07
• Project specialist
• This large scale project consisted of several steps and processes.
• Began with contacting and keeping in the loop several VP’s, Department leads, Heads of Research and Laboratory managers
• Responsible for the First stage which was initial Lab surveys, which created an inventory of laboratory computers, servers, routers, and switches and recorded their location, OS, software, Network jack assignment, instrument owners, and lab contacts. The Second stage is coordinating of SCS Network OPS personal, scientists, and lab availability. If necessary, Static IP requests forms were filled out and recorded and followed up upon. As each computer/instruments were changed over to the new network and responsible for testing for connectivity. During this time we had to reconfigure appromately. 37 Windows 2003 based servers in the 3 campus area. The end user count for this project that was affected was over 4,000. Total of servers and pc’s over 5,500. These servers were configured to GSK specific needs. This activity was supported by 1 GSK employee.
• Handled cases of issues, concerning software and the changeover by making calls to vendors. Issues other non –standard systems are handled in the same manner.
• O/S systems used by GSK are Windows XP professional, UNIX, Windows NT, Windows servers 2003, Windows NT server. Software used is Microsoft Office, Lotus Notes and Oracle Database software. Configuration was set to company standards. Vendors used by GSK are Odyssey, Beechman, Agilnet Opera; Lacie HP.
One of the major parts of this project is the coordination of the end-users, the use of SCS personnel Department Heads of R @ D to reduce the impact of the change over.
Trouble shooting was required in many cases. Top priority was to be sure that the end-user had network connectivity and all software related to his research was working correctly.
• OAS- ABB 11/2005 - 5/2006- - Warminster/PA
• Desktop support level 2-3
• Provide level 2 supports for an end user base of approximately 500. Included the President of their manufacturing systems, and VP of Sales and VP of Accounting and other Department Heads Tickets were created by an IBM problem tracking system designed for the manufacturing plant. Average call volume 15 to 20 problem tickets a day this plant is a 100% IBM domain. On call 24/7 by pager and cell phone. Due to nature of the Plant was trained in OSHA safety regulations. This environment is a Windows XP profession O/S with Lotus Notes databases and E- mail system. Base programs supported are proprietary in nature dealing with different large production processes. Assigned small scale projects on an as needed basis, one of which was a full plant domain change. Performed systems backups of business critical systems before the start of the project and performed the restoration of the systems.
• Halian - Glaxo Smith Beechman- from 02/04 to 12/06
• Support Analyst
• Performed remote maintence on true servers and virtual servers and Pc’s
• Created and maintained virtual servers and Pc’s.
• Provided Level 2 desktop supports for an end user base of over 3,000 end users. This included several VP’s, Department leads, Heads of Research and Laboratory managers
• Provided Level 1 and Level 2 basic network support for three major campuses in the King of Prussia area.
• Assisted in the testing of vendor and internal developed programs on a Base created image (XP Pro) Tested Images and then if passed were send to another team for delivery to the software management team. This also included using a validation process. This was a secondary function of the position
• Assisted in daily SAV reports and status.
• Assisted in the installing of replacement PC for the Lab areas.
• Assisted in special projects as needed.
• Placed in charge of PC inventory and tracking
• The O/S in this area are mainly Windows NT, Windows 2000, Windows server 2000 and Windows XP professional edition
• Trained in GMP and GLP standards which are used in all Lab areas.
• Trained in Business Support Framework.
• Tools used Symantec’s Ghost, Lotus Notes, Remedy Service Console, Same-Time instant messaging.
• Aljion-Special City of Philadelphia virus project. 08/03 to 0/903
• Used Symantec from Servers to remove the following viruses Blaster, Sobig, Welchia and Dumbar.
• This project took place in the areas of Philadelphia City Hall, Revue Department, Water Revue, and the Prison System. Trouble tickets were entered into a Remedy data base followed up and closed.
• Navy Air Station Joint Reserve Base Willow Grove 02/03 to 08/03
• Site is based on a Military base NASJRBWG .in Willow Grove, PA.
Navy Air Station Joint Reserve Base Willow Grove
• Top Secret Clearance was required for this project.
• Set up and Maintained Symantec Anti-Virus Corp Edition 8.0 on Windows 2000 and Windows NT network.
Servers are Dell Power Edge with Windows 2000 Server. Used Active Directory to resolve major issues.
Used Terminal services to manger user accounts and computers. Handled issues with TCP/IP on regular basis. Handled Level1 and 2 type problems with the DHCP server. Also was responsible for reporting and tracking of DNS and WINS issues. Also handled support of PDA (Palm and Blackberry) which included initial setup and synch up to PC.
Performed RAID 5 Disaster Recovery rebuild of Seagates Hard Drives that failed.
Performed daily Virus, Application, and System Event Log check daily, and did any necessary action to correct any problem.
Handed level 2 LAN Support, including testing ports, Hubs, switches, and cabling
provided level 2 and 3 desktop Support for over, 1,500 end users.
Performed level 1 support for GroupWise Email System.
• CSC 11/02 to 02/03
• Level 1 and 2 Helpdesk - Supported Three accounts DuPont ETS and OSN. Handled MS Outlook, MS Access, MS Word, Advanced Remote Desktop issues. Also was responsible for 3270 Basic Mainframe access problems. On many occasions, handled the escalation problems on UNIX and NT Servers .Handled the escalation of end-user issues. At this site, we used the AHD tool for call and ticket information and tracking. Used Lotus Notes for database support. Used SMS for remote access for end-user support. Performed remote support for network and local printers.
• ARC 1998 to 02/2003
• Citizens Bank –Desktop Support - Performed a conversion of Citizens Bank old hardware to a new format. This included a replacement of old SCSI drive with new IDE and system setup in UNIX shell program.
• First Union – Desktop Support - Worked on a setup of new network printers (HP5 series) through the First Union Bank branches.
• Cyber start project – PC Tech - Responsible for the installation and set-up of Gateway PC at various schools and preschools in the state of PA. Duties included connecting the schools into a dial-up state-funded network. Performed Levels 1 and 2 helpdesk duties at various times during the project for the new users of the network and application support of Microsoft Office 2000 while at the site of the install.
• American Express Token ring to Ethernet conversion - Team Lead, LAN Technician, Data Technician - Responsible for the data backup of each office using restricted American Express software, created back-up storage for each server. Encrypted above data onto CD-ROM disks. For each site, was responsible for the parts inventory before work started. Installed Cisco 2511 switches, Cisco 3600, PDU for the site and installed the UPS. Was responsible to track all work times and time Assist schedules. Reset all cables for the site on patch panel and all devices. Performed Levels 1 and 2 troubleshooting for the install. Handled all time sheets for each site. Did next day’s site walk-through with each end user.
• Pathfire-IBM - LAN Support (a site-by-site project) - Performed Viacast receiver setup and install of IBM servers into WB and CNN TV station affiliates LAN and WAN. Supported new LAN for a limited time. Assisted in the setup of the specialized software created for the sites. Duties included cabling and rack mounting of all components. Handled all paperwork for the site install.
• Wal-Mart-IBM - LAN Support (a site-by-site project) - Performed install of two IBM servers into Wal-Mart’s existing LAN and WAN. Did configuration of specialized software for the site. Performed all cabling and network connections, up to and including TCP and IP set-up. Rack setup was also done on this project.
• Blue Current-Solvent - Site Lead - Of thirty PC Techs for a data backup of IBM Think Pads (over 500) and restore to Windows 2000. Allotted workflows in a station-to-station procedure. Handled all paper work from end-user receiving to work flow stations.
• St. Paul Companies - Site Lead – 9/11 Disaster 15 PC techs assisted site employees in moving to new location with existing employees due to WTC Crisis. Installed two Cisco 2900 switches, ran Cat 5 cable, arranged the Priority Lists, reconnected new site employees to network, reset passwords for network log-in, Lotus Notes log-in. Assisted new employees in new sites by giving Levels 1 and 2 desktop supports.
• Radio Shack Project - LAN Support - Installed at each site a Compaq Pentium III server with Windows 2000 server O/S into existing LAN. Installed a Cisco 1900 switch at each site. Connected an IBM server to the Cisco switch. Connected Cisco 1900 switch and Compaq Server to a Broadband Dish, and connected each site’s POS system and registers to the new server. Configured POS system to an epoxy server to give each site Broadband Internet access. Handled all on-site issues with some assistance from Radio Shack’s Network Operations.
• First Church Project - PC Tech - Installed Dell Optiplex Pentium III with Windows 2000 O/S and MSOffice 2000 Products. Instructed end-users in basic level operating system use and basic to mid/advanced use in MS Office 2000 use at site.
• Penske-Rollins Project - LAN Support - Installed at each site new IBM Netfinity servers, Dell Slim Line series for their rental counters, and Dell Optiplex GX 110 for each site’s back office personnel. Installed Cisco 1200 and 1900 switches. Ran and set up Patch Panels for the Servicenet and Penskenet servers.
• Hewlett Packard Project - Field Tech - Provided field support for a possible recall of a certain model of monitor by performing tests on the monitors at each site using testing equipment provided by HP.
• PECO Project - PC Tech - Assisted in the conversion of their network from Token Ring to Ethernet. Also performed any necessary hardware upgrades to laptop and PCs to make them network ready.
• CMD Project - LAN Tech - Deployed Cisco routers to branch offices, set up modem, and frame relay for office.
• Payless Shoe Store Project - PC Tech - Performed a complete install, upgrade of PCs, and connected them to POS terminals.
• Parade of Shoes Store Project - PC Tech - Performed a complete install, upgrade of PCs, and connected them to POS terminals.
• La Petite Academy Project - PC Tech - Performed a complete install and upgrade of PCs and performed setup of ISP and modem.
• Federal Express - Field Tech - Handled routine hardware and software problems. Also installed and upgraded hardware as needed. Provided two-hour response time to sites in Mid-Atlantic region.
• SAP Project - Created database for old PCs, printers, and monitors for resale by client. Also assisted in Desktop support of Microsoft Office products and Levels 1 and 2 Desktop tickets. Helped in re-imaging IBM laptops for new employees of SAP.
• Bell Tech- Desktop support- first duty was the removal of the following viruses Blaster, Sobig, Welchia and Dumbar. These were recorded in their Remedy system and were assigned to techs, which then would go and do the work. We would enter into the Remedy system all actions that were performed. I also was asked to handle level 2 Desktop support issues and enter them in the Remedy system.
• Kraft Foods Project – Helpdesk and Desktop Support Level 1 and 2 for new PC users and for end users with software upgrades, supporting over 100 end users. Supported Win 95, NT, MS Office products, Outlook, and Rumba 2000. Interviewed end users to determine appropriate software requirements for each department. Created home directories on individually mapped network drives. Configured new PCs according to each department's needs. Installed SAP to special purpose PCs; converted old Microsoft Mail to Outlook 98; performed software upgrades on older PCs with earlier versions of Rumba, Faxcom, Internet Explorer, Adobe Acrobat Reader, and Winstall in updated versions.
• Archdiocese of Philadelphia, Methacton School District and The Philadelphia School District - Lead Tech - Dell Year 2000 Initiative Project - Dell Link to Learn Program. Performed computer installation and testing for Network connectivity with existing computers in Windows NT and Novell Networks. Worked on a team to change over from Token Ring to Ethernet format. Performed the above within set time limits to lessen any employee/student downtime.
• Holy Family College - Help Desk position supporting Office 97 and WordPerfect. In charge of manually inventorying HFC Philadelphia and Newtown Campuses. Collected data to create an inventory list of all PCs and printers. Created database in Microsoft Access and Excel in a Novell 4.11 network. Found and reported possible software licenses conflicts. Handled hung PC and routine printer problems, working 50% over the telephone. Organized IS Department equipment, software and office supply areas. Performed random Y2K PC hardware tests in HFC main campus using Yesy2k testing software.
• System One
• INCom11/99 to 06/00
• SmithKlein Beecham - (Inacom) - Part of Steady-State Refresh Project. Worked in a Pharmaceutical situation. Followed strict work protocol provided support of the installation and support of new technology to the end users. Was trained in Lotus Notes for this project. Also handled the repair of laptops during the first week after the Court filings of Inacom.
• Lockheed Martin, Helpdesk, Desktop Support and LAN Support - King of Prussia - Provided 1st and 2nd Level Desktop support for approximately 350 end users across the Metro campus. Supported Win NT4.0 SP4, SP5, and assisted in server backups for NT and Novell 4.11 servers. Supported Win 98, Win 95, MS Office 2000, Outlook, Netscape, and Remedy. Performed rollouts of New Gateway E4200, E3200, Gateway Solo 9300 laptops, IBM ThinkPad 600, 600e, 700, and 770. Performed hardware upgrades for existing PCs. Assisted in several special projects including disconnect and reconnect of 150 new users from an old building into the Metro campus, including servers. Handled approximately 5-12 trouble tickets per day, including all necessary paperwork.
• Diagnosed and corrected computer-related problems. Upgraded and installed new PC hardware. Loaded and configured various business-oriented programs for my own customers.
• Picway Shoes - 10/1988 to 12/1995
• Manager - Provided excellent customer service to approximately 30 to 50 customers per day. Responsible for hiring, supervising, scheduling, and training a staff of five. In charge of inventory, cash reconciliation, budget control, and store's performance. Daily use of store’s POS system. Assisted District Supervisor in special projects.
• Education:
• Nettrain, 498 Kings Highway, Suite 102, Cherry Hill, New Jersey - Certified NetWare Engineer Program
• Holy Family College, Philadelphia, Pennsylvania - Major: Management/Marketing/Computer Science
• Community College of Philadelphia, Philadelphia, Pennsylvania - Associates Degree in Business Management
• Programming Languages/Operating Systems:
• COBOL (1990-1991) Internship through Holy Family College at Frankford Hospital.
• Created and maintained an operations manual database on AS/400.
• C, C+ Holy Family College courses work. Created small programs for business for private concerns.
• BASIC (1990-1994) Holy Family College courses work.
• MS DOS Work experiences (1986-present).
• WINDOWS 3.1/WINDOWS 95/WINDOWS 98,Windows 2000, Windows XP PRO, Windows Vista Windows Server2003 (1992-present)
• Apple and Mac support.
• Home and Business personal computer. Repair and support service. Installed and configured Win 95 and Win 98 to customer specifications. Supported systems by unhanging PCs without loss of data. Created shortcuts for end users by telephone. Handled installation of new programs into clients’ existing systems. When needed, handled common problems at site (e.g., printers not printing, printer paper jams, etc.).
• NOVELL NetWare 4.11 (1998 to present)
• Setup servers and clients. Created and maintained networking systems. Troubleshooting problems with PC connections. Familiar with command line functions and protocols.
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