Field Service Technician Resume Profile

SUMMARY

IT Specialist and Subject Matter Expert SME in Lotus Notes Domino Administration with in-depth experience in problem resolution. Demonstrated expertise in driving projects such as mass migrations and server upgrades from start to finish, including organization and communications. Recognized as SME in North America for Lotus Notes and submitted several fixes to Lotus for various issues that were previously unresolved. Described as having unmatched client skills within US. Possess additional experience as mainframe Channel Specialist, VM/MVS console operations, on client/server help desk, software testing, and regulatory documents review.

TECHNICAL SPECIALIZED SKILLS

Certified Lotus Professional and Subject Matter Expert of Lotus Notes
TDP/TSM
Email Fax
OSM
AIX/UNIX/Linux Server issues
Creator of Global Resource database to assist users with Technical Knowledge
Management of Kiosk environment for Notes
Planned and executed mass migrations for Lotus Notes users.
Blackberry server and device support
Sametime 8x support
Procedural writing for Steady State and New Processes using Microsoft Word
Created Videos as Procedures using Microsoft Producer for countries not using English as a first language
Mainframe Hardware and Software Test Technician . For IBM future mainframe products , tested and verified the function of the Processor Controller code for various software releases on multiple Mainframe Hardware platforms including Z Series.
Citrix
HTML
Javascript
Vmware
Cloud Computing
Microsoft Lync
Mysql
Active Directory
Sharepoint

PROFESSIONAL EXPERIENCE

Confidential

Field Service Technician

Performs service, repair and/or installation of company product s including system hardware, software, PCs and Point of Sale POS equipment. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime and shares knowledge with their team members..

Confidential

Fiber optic Support Analyst

Assist customers with Fiber optic Support issues in regard to Voice , Data and Video.

Confidential

Lotus Notes Administrator

Contract assignment with IBM
Upgrade servers with current Tivoli Data Protection TDP and Tivoli Storage Manager TSM code.
Resolve issues when either TDP or TSM fail on servers.
Assist users with Lotus Notes client issues when requested by Team Lead.

Confidential

Served as Lotus Notes Client Specialist
Installed and supported Lotus Domino Server versions R4 through R8.5 in both dedicated and Virtual environments on pSeries AIX and zSeries zLinux.
Provided Lotus Notes Client support for Windows users of Notes versions R4 through R8.5.
Submitted Technotes to Lotus on problem resolution and created agents / scripts for troubleshooting purposes. Acted as backup Tivoli Storage Manager Administrator for Lotus Notes restore issues.
Served as Email Fax Administrator for Email fax server problems and upgraded Email Fax Window servers.
Install and Support of Email-fax on Windows Server 2003 including MS Access DB and use MYSQL commands
Support of Blackberry Server , Bes Version 5.0 , on Windows Server environment and resolved user issues.
Troubleshot and resolved Server crashes quickly.
Built Z series servers for Lotus Notes users.
Troubleshot Aix and Lotus notes issues on P series , Z series and Linux servers
Received numerous letters of thanks from customers and executives.
Asked more than once to assist on mail issues for IBM's CEO.
Known throughout North America for quickly fixing problems that had been previously unresolved for months. It was not uncommon to resolve these issues in a few minutes.
Fixed problems no one else could resolve including at times third level support.
Received highest number of customer recognition letters in organization for client issues.
Resolved TCPIP , DNS and DHCP issues for users so they can connect to Lotus Mail.

Windows Server Administrator

Built and updated Windows Servers for Email Fax administration .
Updated and fixed Ms Acess Database using MySQL

Confidential

Resolved issues with Lotus Notes, VM, Connectivity. Microsoft and Lotus Smartsuite issues.

Confidential

Monitored VM and MVS consoles for failures.
Completed Change requests for VM and MVS.
Wrote several Rexx execs for operators to assist troubleshooting VM issues.

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