Technical Services Lead Resume
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Avon, CO
SUMMARY OF QUALIFICATIONS
- Information Technology professional with almost 20+ years of IT management, networking, telecommunication, data & voice cabling, hardware support, help desk and server support within a variety of operating systems in internal and external client facing positions.
- Demonstrated excellence in IT operations, telecommunication, networking, administration, leadership and received formal recognition by employers throughout my career.
TECHNICAL SKILLS:
- IT Operations & Support Desk Management
- Windows Server Administration & Support
- PC Desktop & Laptop Support
- Telecommunications: PBX, ACD, VoIP, IVR s, Call Handlers, POTS, Digital Phones
- Data & Telecommunications Cabling: Outside plant, Structured cabling, Design, Installation & Repairs
- Data & Telecommunications Architecture
- Networking: Microsoft Networking, Cisco Networking, LAN s, WAN s, VPN s, AD, DNS, DHCP, Wireless access points, Point to Point Wireless and Point to Multi Point Wireless, Guest & Corporate WiFi, VPN & Firewalls
- Hardware: Desktops, Laptops, Servers, SAN, NAS, VMware, Cisco Routers & Switches, WiFi & WiMAX Access Points, Micros POS, ID Printers, NEC 2400 IMX PBX, Cisco IP Base Voice systems, Mobile devices, Motorola Trunk Radio Systems, VM Systems, Cisco Maraki.
- Software: Windows Sever, Windows Client, Microsoft Exchange, Microsoft Active Directory, Microsoft Office, Visio, Symantec Endpoint Protection & Encryption, System event Monitoring, POS Systems, Call Center Phone Systems, Cisco IOS, Cisco Call Manager, Cisco Maraki, VMWare, ServiceNow.
WORK EXPERIENCE:
Confidential
Technical Services Lead
Responsibilities:
- Managed technical support team
- Maintained departmental budget
- Supported Windows servers & systems in a physical and virtual environments
- Supported network switches, routers, firewall, WiFi and VPN hardware
- Supported Cisco Call Manager phone system
- Vendor Management
- Planed future systems migrations and network upgrades
- Adhered to ISO, Colorado and Federal financial security & business standards
Senior Systems Administrator
Responsibilities:
- Supported Windows servers (AD, Exchange, File, Anti - Virus, Document Imaging, Security)
- Supported servers in virtual and physical environments
- Supported switches, routers, firewalls and VPN hardware
- Supported Cisco Call Manager VoIP phone system including dial plans, handlers, phone trees, call recordings and other related voice systems
- Lead for PC support technicians day to day task and projects
- Planed future systems migrations and network upgrades
- Adhered to ISO, Colorado and federal financial security & business standards
Technical Account Manager
Responsibilities:
- Contract IT support for clients in Summit & Eagle County
- Short term and long term IT planning on behalf of clients
- Planning, coordination, and execution of IT projects as defined by client
- IT support of client accounts, including designing and implementing data network infrastructures with integrated topologies, and providing continued support of client staff, networks, and servers
- Fiscal responsibly for client IT needs, including annual capital budget prep and review/update of minimum hardware standards
- Maintained technical documents relating to network topography and security data
Confidential, Mountain, CO
Senior IT & Telecom Operations Technician
Responsibilities:
- Supported and managed the resort’s network backbones, network switches, and wireless access points
- Performed Network & Server administrator tasks (DHCP, DNS, Exchange, AD, File Storage, Network & Server Monitoring and other server related maintenance)
- Team leader with supervisor functions
- Trained IT Operations team members and other resort staff
- Supported and managed the resort’s NEC PBX phone system (analog, digital & VoIP)
- Supported an Interactive Intelligence 75+ seat call center (analog & VoIP)
- Maintained and managed dial plans, handlers, phone trees, and system recordings
- Supported the telephone & network wiring throughout the valley (outside plant and structured wiring)
- Supported the resort POS systems, front line computers and peripherals
- Designed networks, data and phone wiring for new buildings and areas
- Maintained and managed Copper Mountain’s 800MHz trunked Motorola radio system
- In charge of the Data Center power (AC/DC) & backup/emergency power
- Answered support calls in a help desk environment
- Part of IT Operations on-call rotation
Telecommunication Network Technician
Responsibilities:
- Maintained and managed Copper Mountain NEC PBX systems for in house guests (Hotel) and Admin phones systems
- Maintained and managed Intrawest’s US Accounting & Purchasing office Nortel PBX system
- Maintained and managed Copper Mountain’s ACD Phones System and related servers for a Interactive Intelligence 75+ seat call center
- Maintained and managed dial plans, call handlers, phone trees and system recordings
- Maintained and managed voice TIE trunks between Copper Mountain Resort, Winter Park Resort, and Golden Offices.
- Maintained Copper Mountain’s physical cable plant (Copper & Fiber Optic Cable)
- Maintained and managed servers related to Copper Mountain’s phone systems
- Maintained and managed Copper Mountain’s 800MHz trunked Motorola radio system
- In charge of Copper Mountain Resort’s Data Center power (AC/DC) & backup/emergency power
- Managed a 400+ user cell phone account for Intrawest’s Colorado divisions
Network & Computer Operations Technician
Responsibilities:
- In charge of maintaining resort front line POS station (F&B, Ticketing, Ski School and Lift Access Control Systems)
- Performed maintenance on hand held RF scanning units & Rapidtron Gates for ticket access control during the winter season.
- Performed troubleshooting on system malfunctions for desktop PCs, Resort’s POS ticket systems, Micros 3700 & 8700 including Boca thermal ticket printers & ID card printers.
- Supported the resort’s Cisco network switches
- Installed & supported PC based applications, software upgrades and operating systems
- Assisted the Help Desk staff with answering calls gave support over the phone or delegated the problem to other support staff.
- Employee of the year 2001/2002 Season & Employee of the Month July 2004