SUMMARY:

A dedicated, customer oriented professional experienced in technology installation and servicing, hardware repair, and setting up and troubleshooting customer servers and networks to their complete satisfaction. Hardworking and energetic self-starter with a drive to develop procedures and ideas to make jobs easier, work the hours needed to ensure networks are up and running, and train users in technical processes.

CORE COMPETENCIES:

• Business Development
• Operations
• Project Management
• Account Management
• Client Relations
• Communication
• Strategic Planning
• Leadership Skills
• Team Building
• Personnel Management
• Training & Development
• Goal Setting
• Program Developer
• Presentation Skills
• Coaching/Mentoring
• Management & Financial Reporting
• Negotiations
• Asset & Liability Management
• Analytical Skills
• Problem Solving
• Interpersonal Skills
• Quality Control
• Data Base Skills
• Business Objects
• Transport Process
  

TECHNOLOGIES:

Experienced on Outlook 2007, Windows 7, Windows Vista, Windows XP, Windows Server 2003, Level 1 Help desk experience AIX, Unix, Solaris, scripting,

PROFESSIONAL EXPERIENCE

Confidential, TX 3/27/2012 – 6/28/2012
Sever Desk Technician

• Working on the Acosta Service Desk, for Fujitsu. I am responsible to handle Users issues in a timely fashion.
• I will be using the Triole ticket system. I will be using mobi, Strategy and Strategy lite to help handle the Users issues.

Confidential, Plano, TX 2/2011 – 1/2012
Coordinator

• Responsible for day to day operational activities of 6 Service Centers throughout the Country, for HP and WWTS.
• Involved with HP customer meetings as well as meeting with the WWTS District Manager on a daily basis to discuss the Service Centers’ operation.
• Assist each Service Center to resolve any issue that they might have that causes them not to handle End User issues..
• Worked with the WWTS District Manager to make sure the Service Center has the tools they need to function and handle End User issues.
• Responsible to put together the reports the Customer needs to show their Customer how the Service Centers are functioning.

Confidential, Richardson, TX 11/2009 – 1/2011
Security Technician

• Worked on Amdocs, Citrix, VTS, Precash and CRM, OIM Systems to add users plus update user information on the systems. Make sure the accuracy of the information Used Active Directory to add and removed users, plus reset passwords.
• Oncall for after hours support if needed.
• Assist remote Account Service Representatives repair Customer PC issues if they had issues processing Login Certificates on their local PC’s.
• Worked in the Customer Service Department to make sure all issues were resolved in a timely manner.

Confidential, Dallas, TX 7/2009
WAMU/CHASE Conversation (contract)

• Assisted with the upgrade of all of the WAMU PCs’ to match the Chase PCs’.
• Removed the old WAMU scanners and printers and replaced them with the new Chase scanners and printers, plus made sure they were worked correctly.
• Made sure all of the old parts were ready to be sent to Chase to be destroyed.
• Nortel Networks.

Confidential, Plano, TX 8/1995 – 3/2009
Senior Field Engineer

• Installed and serviced Periphonics IVR products from the newest MPS500 and MPS1000 platform with IBM and HP OSCARS and Sun Servers, (located at AT&T, Greyhound, Westar, FEMA, and Entergy in Little Rock).
• On the HP and IBM Oscars I loaded and configured Windows 2000/2003 to work within the Customers network.
• On the Sun Servers I would configure the server, using the VI / or the EMAC editor to setup the host file or hostname files to allow the server to talk on the customers network. When the System was setup, the router, hub and switches were programmed to run efficiently and make sure the customer and all users were talking to the system and processing calls.
• Provided prime support for PerI IVR’s in Oklahoma, Arkansas, Kansas, and Western Missouri, requiring some overnight travel.
• Handled service calls by VPN access or dialup access to correct customer issues on a rotational 24 hour on call basis
• Designed a menu script for AT&T using the VI and EMAC editor. This script allowed access to each of the customer’s individual scripts from a central point to check the status of the network. This menu allowed the customer to gain better insight into network status.
• Loaded and maintained Windows2000/2003 on IBM servers and HP Proliant servers using Active Directory and Exchange Administration for over 5 years.
• Assisted with connection and configuration of Cisco routers, for over 5 years.
• Setup and used IIS, ASP, and MS SQL server, to setup and work on Customer issues, for over 5 years.
• Maintained a Parts Supply for my accounts totaling about $30,000 dollars.
• Provided help desk level and Technical level support for customer issues.
• Handled via VPN, dialup, and/or onsite. The issues that were handled were rebooting of servers, reset or troubleshoot down T1 lines, down servers. By the logs we troubleshot down to the component level, and then ordered the parts to be on site the next day at the Customer location. We worked on software issues on either the Sun or the Windows Servers to the successful resolution. The issue may require a new patch, or a new approach taught to the customer. But the Customer was never left not knowing how to correct this type of issue in the future, or what to do if the issue happens again...
• Maintained the BellSouth D1 system including X25 and T1 Communications.
• Maintained, Installed, and administered IBM R24 Servers, running the AIX software with Oracle. These were Pseries servers. We would connect through workstations to get to the servers. When issues arose, after hours, we connected through the modem to the workstation to get to the servers. We used mksysb to complete backups on the systems. We built scripts to monitor the system. We used the VI and the EMACS editor to make the scripts with Perl. The database was a multithreaded data base with Oracle and AIX to make sure the Directory Assistance System data base ran well. Responsible to load data, complete backups, make sure system ran efficiently, plus load new releases. We were responsible to add servers to the network plus add patches to allow the system to run at top efficiency. Do to contracts restraints we had a 99.9 % up time. Some of the systems were using Solaris 8 and some were using Solaris 10. These systems were maintained and monitored. The Customers had PC’s and Servers that were using Linux, my responsibilities included monitoring and maintaining the systems for the Customers.
• Installed, maintained and troubleshot, Bay Networks BCN and ASN Routers.
• Responsible for software and hardware maintenance, handling 24 hour on call coverage. Worked on IBM Servers, HP Servers, and Sun Servers, routers, Hubs and switches. Configured Hubs, routers and Hubs to work on the network. Loaded HP and IBM to work with Nuance or Text to speech software and Windows Server 2000. Plus Windows Server 2003.
• Maintained the Operator Services Systems in the Northwestern and Southwestern Bell Area. Provided on-call support 24 hours a day to make sure the System was always up. Maintained a 99.9% up time for the customer.
• Responsibilities included support of UNIX, SUN (Solaris) AIX, Windows 95 through Windows 2003.
• Provided PC hardware support.
• Loaded Software on IBM, HP SUN and any PC the customer had to run our applications.
• Spearheaded new projects, from paper to inception. Handled all logistics to ensure that equipment arrived on time to begin installation and implementation. Always under tight deadlines to complete installation on time. We were required to use all of our Project Management skills to make sure the Customer was happy and the project came in on schedule or early.
• Provided status updates to all parties involved (Internal Management, Client, Team Members, and supporting teams. I was able 24 hours a day to help other members of my team, if they had equipment issues, or needed procedures on how to correct a customer issue. I wrote many procedures to help my Team mates correct customer issues in a timely manner.
• Assisted Entergy in connecting to the Sun Workstation (through a dial-up, through a Terminal Server) to their development Server via GUI screens though utilization of 3 different procedures and the customer’s help; we setup the network to allow the customer to accomplish the goal.
• While working with AT&T their Microwave was hit by a tornado and 300 users were unable to do anything which was costing AT&T at least $100,000 per hour in downtime. Solved the problem by moving the backup TI’s to primary roles and the customer was returned to service in under 30 minutes.
• Volunteer to review Federal Grants. The group’s initials are BTOP, from Broadband USA.
• Volunteer to Manage the Churches Softball team, and I sing in the Church Choir..

EDUCATION:

Bachelor Degree in Information Technology
Associate Degree in Applied Science
Electronics Technician
Areas of study include Pulse and Digital computers; Microprocessors; Instrumentation and Controls; and Electronic Communications.
Technical Skills: Microsoft Windows 2000/2003, Excel, Word, PowerPoint plus various other programs