My Resume
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PROFILE
A solutions-oriented technology professional with experience in upgrading, integrating, testing,
documenting, troubleshooting, and supporting various devices and applications. Has a proven ability to
integrate the business value of innovation and technology to realize organizational goals and objectives.
Possesses a talent for pinpointing issues in initial stages and executing pre-emptive resolutions.
EXPERIENCE
Desktop Technical Support Representative II
FIS October 2014 to Present
1601 Sawgrass Corporate Parkway, Sunrise, FL 33323
Supports over 300 users in a secure and complex primarily Microsoft environment. Works with other technical departments that do not have a physicl presence onsite to assist in resolving issues. Solves Problems that require analysis and research. Works on small to large, complex projects that require increased skill in multiple technical environments. Extensive knowledge of multiple operating systems and related utilities and hardware. Works on one or more projects as a team member or occasionally as a project lead. May coach junior technical staff. Works under general supervision with latitude for independent judgment. May consult with senior peers on certain projects. Wide latitude for independent judgment.
Technical/Product Support Representative II
FIS March 2012 to October 2014
1601 Sawgrass Corporate Parkway, Sunrise, FL 33323
Administers the necessary product requirements to maintain consistent account control of clients that use FIS software products and ensures that the quality and utilization of FIS software products satisfies client needs. Provides in-depth product support to FIS clients by resolving incoming inquiries. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Handles complex calls/ solutions that require analysis and research. Works on multiple projects as a project leader or frequently as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple FIS Products. Coaches and mentors more junior staff. Works under minimal supervision on complex projects. Wide latitude for independent judgment.
Network Operations Center Engineer III
FIS November 2008 to August 2010
1401 NW 136th Street, Sunrise, FL 33323
Led a shift of production support analysts that monitored and supported large server environments in Sunrise, FL and Phoenix, AZ. Performed regular maintenance on Microsoft application servers, Microsoft SQL databases and Linux application servers. Scheduled and ran daily, weekly, monthly, and quarterly reports. Managed batch and delivery processes to ensure automatic processing completed successfully. Managed user permissions on production systems using Active Directory. Managed DNS systems that directed traffic between the two main datacenters. Managed documentation for all processes and procedures in the Command Center. Worked with administrators, developers, and management to resolve issues. Sent out company alerts when customers? service was degraded, and engaged resources to correct.
Facilities Systems Engineer
Motorola October 2002 to January 2008
8000 West Sunrise Boulevard, Plantation, FL 33322
• Saved over $31,000 on outside AV support in 2007.
• Saved $40,000 on the digital signage project and it was completed ahead of schedule.
• Rebuilt the on-site Weather Station and the associated web page.
• Facilitated department training meetings and created new and enhanced materials.
Supported a thirty person Facilities Department in a Windows XP environment with large format HP plotters and multifunction printer/copier/fax. Responsible for 68 conference rooms including repair, maintenance and upgrade of audio-visual equipment including LCD projectors, various input sources, as well as system automation. Provided support and training for end users of the various conference rooms. Coordinated conference room and event preparations. Managed building automation, monitoring and reporting systems for the 1 million square foot Motorola facility in Plantation, FL. Duties included streamlining HI Solutions automatic lighting control system for energy efficiency and occupant needs, monitoring FPL power feeds to the facility and energy usage via Power Logic. Also responsible for maintenance, repair and upgrade of the Intellex DVR video security systems and DSX card key access systems. Provided management services for the iDEN radio and Skytel 2 way pager fleet.
IT Manager
Paradigm Properties April 2002 to October 2002
220 North Main Street, Gainesville, FL 32601
• Consolidated the server infrastructure to ensure uptime and increase efficiency.
• Migrated mail server to a modern server that provided better features and stability.
• Instituted LAN and WAN monitoring to ensure stable communications.
• Overhauled the company website to project a better company presence.
• Implemented proper troubleshooting and repair procedures.
• Created a help desk trouble ticket database to better service internal customers.
Led a small IT department supporting 180 team members on Macs at 20 sites. Maintained a small server rack including Microsoft SQL, Windows 2000, and Solaris servers. Rebuilt the company website consisting of approximately 2400 pages. Researched and implemented suitable Ethernet enabled power protection for the servers. Implemented network monitoring of the servers and WAN connections, including email and pager notification of disruptions. Set up a database help desk ticketing system.
Systems Engineer II
Motorola May 1997 to April 2001
8000 West Sunrise Boulevard, Plantation, FL 33322
• Redesigned the Networks Group?s website.
• Prepared and presented Call Center metrics data weekly.
• Returned the Network Health package to operational status.
• Executed core functions in the Microsoft Mail to Exchange migration.
• Was an integral part of the Motorola Y2K Rollover team.
• Developed a FileMaker Pro database for tracking department assets.
• Worked on the campus-wide 802.11 Wireless pilot project.
Provided Windows NT, 2000 and Macintosh support for 4000+ associates at Motorola?s facility in Plantation, Florida. Responsibilities included answering help desk calls and emails, using the help desk software, Remedy ARS and preparing and presenting weekly metrics data. New system installs, system downs, and second level support on Macs and PCs. Other duties included Unix, NT and Exchange account creation, network infrastructure support and backup recovery tasks using Net Backup. Involved in network projects, maintenance of departmental web pages, testing new concepts and products. Was responsible for department communications infrastructure including radios and pagers. Managed the Macintosh Support team of four during the last year of its existence (1999). Continued as the head of informal Mac support until leaving Motorola. An integral part of the Year 2000 rollover team and a substantial member of the MSMail to Exchange Migration team.
EDUCATION
4/10 Joomla! Fast Track
LVS Online.com
1/08 Configuration of Crestron Systems
Crestron, Fort Lauderdale, Florida
1/08 Essentials of Crestron Programming
Crestron, Fort Lauderdale, Florida
3/04 HI Solutions Course
HI Solutions, Kennesaw, Georgia
7/02 Yardi Administrator Course
Yardi, Inc, Santa Barbara, California
1/01 Cisco CCNA Boot Camp Course
Productivity Point, Sunrise, Florida
1/00 Microsoft Windows 2000 Administrator Course
Productivity Point, Sunrise, Florida
8/99 Microsoft SMS Course
Productivity Point, Sunrise, Florida
4/99 Microsoft Windows NT Administrator Course
Productivity Point, Sunrise, Florida
7/98 Microsoft Exchange Administrator Course
Productivity Point, Sunrise, Florida
10/91 to Computer Technician Course
1/92 CDI, Minneapolis, Minnesota
9/88 to Chemistry/Computer Science Major
6/91 Clarke College, Dubuque, Iowa
INTERESTS AND AFFILIATIONS
Member of the Oldsmobile Club of America and the League of Professional System Administrators.
Interested in classic muscle cars, computing history, science, science fiction, movies, music and genealogy.