SUMMARY:

• Accomplished IT professional and Support Analyst with 14 years progressive experience in networking, support analysis, and customer care management. Reputable for troubleshooting complex systems, integrating platforms, and managing CRM related issues. Skilled communicator and active listener with a focus on delivering exemplary customer service.
• On premise and cloud infrastructure
• Computer Based (CBT)
• User Support
• Backup and Recovery
• SQL Server Administration
• Troubleshooting
• Virtualization
• Process Improvement
• Performance Tuning
• Deployments / Implementations
• Hardware Builds and Installs
• Staff Management

TECHNICAL SKILLS:

OS/Platforms: MS Windows (NT/2003/2008/Server/XP/7), UNIX, Windows Mobile 6, DOS, Linux, Mac OS

Applications/Tools: Microsoft Dynamics CRM 2011, SharePoint 2010, Active Directory, Exchange Server 2007, MS Office Suite, Norton Ghost, VMWare, SQL, Soti Pocket Controller/MobiControl, Dell KACE 1000, Remedy, Altiris, New Relic, HP BAC, HP SiteScope, Amazon EC2

Networking: LAN/WAN/VPN & Wireless, Frame Relay, T1, TCP/IP, DHCP, FTP, DNS, HTTP

Databases: SQL Server 2008 R2, Intuit QuickBase, Microsoft Access

Hardware: Routers, switches, servers, RF devices, Symbol mobile, smartphones, workstations/peripherals

PROFESSIONAL EXPERIENCE:

Confidential, Tempe, AZ

Consultant II

Responsibilities:

• Conduct webinars for IT staff, teaching basic and advanced technical administration of Dynamics CRM.
• Advise IT staff on Dynamics CRM customization capabilities, including the in corporation of third party managed solutions such as ClickDimensions.
• Conduct webinars for non - technical end-users of Dynamics CRM, covering basic sales and customer service functions, as well as user personal ps and settings.

Confidential, Phoenix, AZ

Senior Systems Administrator

Responsibilities:

• Work with vendor technicians to resolve critical issues with production and development infrastructure and applications.
• Work with business analysts, project managers, corporate management, desktop support staff, and end-users to successfully shepherd on-premise MSCRM 2011 project from pre-production to go-live. Provide ongoing support, including installation of updates.
• Identified and resolved serious performance issues with SharePoint 2010 by upgrading server components.
• Established and maintain virtualized servers in Amazon's EC2 cloud environment.
• Manage Microsoft Exchange Server 2007 deployment.
• Maintain Dynamics AX 2012 test and production environments, resolve technical issues.
• Maintain MS SQL Server 2008 R2 deployment.

Confidential, Phoenix, AZ

Systems Administrator II

Responsibilities:

• Employed analytical tools such as HP BAC, SiteScope, and New Relic to monitor processes and isolate issue causes.
• Opened bridge calls and triage cases with network, developer, and database teams.
• Updated documentation, including internal IT, Wiki,,and SharePoint knowledgebase.

Confidential, Anaheim, CA

Deliver contracted support

Responsibilities:

• Deployed client/server cabled and wireless networks. Migrated clients from dial-up to broadband environments.
• Established and implemented security policies. Setup firewalls and configured antispam/antivirus solutions.
• Developed best practice based backup recovery strategies.

Confidential, Irvine, CA

Enterprise Application Support Analyst

Responsibilities:

• Attained significant expertise with SQL Server 2000/2005, Windows Server 2000/2003, and Windows Mobile 5/6.
• Set up Windows 2003 servers from scratch; created and managed VMWare servers.
• Participated in a major Microsoft Dynamics CRM project.

Confidential, Orange, CA

Application Support Analyst

Responsibilities:

• Supported major in-house developed web-based applications including Volt Highways and the Volt Internet Recruiting Tool providing interfaces with Career Builder, Dice, and Monster.
• Deployed MS CRM/Outlook Laptop Client used by the sales team. Served as a key resource for testing, troubleshooting, and hot fix installation. Facilitated communications between user groups, IT, and senior management. Developed standard support process for common issues, maintained knowledge base on SharePoint.
• Performed root cause analysis on degraded systems performance at branch offices. Identified and corrected bandwidth problems resulting in dramatic improvements in application performance.

Confidential, Fullerton, CA

Data Systems Manager

Responsibilities:

• Improved system performance 500% by eliminating chronic bandwidth problems.
• Overhauled the error validation process that substantially reduced fulfillment errors.

Confidential, Los Angeles, CA

Lab Technician

Responsibilities:

• Built/upgraded PCs to meet class requirements. Loaded applications in Linux, Windows, and UNIX environments.
• Spearheaded changes to the classroom network infrastructure, eliminating image delivery errors.

Confidential, Fullerton, CA

IT Manager

Responsibilities:

• Supported Symbol wireless scanners including firmware updates, IP addressing, and RF access point configuration..
• Implemented the UNIX/Oracle based Webvan Order Fulfillment System.
• Expedited repair of the business critical conveyor belt sorter and replaced firmware following storm damage.
• Manage development, test, and production environments
• Use Deployment Manager to create new MSCRM organizations as needed
• Scratch build new development server, install MSCRM Server 2011
• Refresh development and test databases with production database backup
• Install and configure MSCRM Email Router on Exchange Server
• Upgrade MSCRM deployment from Update Rollup 6 to Update Rollup 11
• Manage user accounts
• Install third party add-ons, resolve technical issues
• Resolve technical issues for end-users and developers
• Open support tickets with Microsoft CRM support when needed
• Train IT staff in basic MSCRM support
• Advise on future upgrades
• Technical lead for Dynamics AX 2012 test and production environments
• Maintain test environment, including frequent database refreshes from production
• Install Cumulative Updates and hotfixes as needed
• Open support tickets with Microsoft AX support when needed
• Control user accounts to AX client
• Set up application, server, and database admin user accounts for third party developers (Western Computer and Arbela Technologies) in test environments
• Deploy third party developed customizations to production, monitor testing by end users, confirm successful deployment, respond to any issues that do arise
• Set up second production server for high availability
• Scratch set up new AOS server to be used exclusively as a load balancer
• Create new cluster for AOS load-balancer server and production application servers
• Configure Management Reporter for Microsoft Dynamics ERP
• Configure Microsoft Dynamics AX Application Object Server (AOS) connection to Microsoft SQL Server Reporting Services