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It Management/technology Services Resume

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San Francisco, CA

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SUMMARY

  • My ambition is to alleviate the company’s burden of hardware/software maintenance, ongoing operation and support.
  • I enjoy the evolutionary process and working with teams who bring services and technology together.
  • I specialize in the overall IT Service Management (ITSM) Architectural methodologies.
  • Keeping customers happy is my mission.

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

IT Management/Technology Services

Responsibilities:

  • Implemented ITIL Certified - Jira Service Desk Issue & Project Tracking.
  • Deployed Confluence, a single source of truth, that centralized work for optimal organization and accessibility.
  • Delivered higher systems availability for systems uptime at 99.9% for managed servers.
  • Remediated 8 years of legacy hardware to a centralized database (Service Now).
  • Provided a cloud based backup and failover solution for Disaster Recovery/Business Continuity requirements.
  • Decreased Law ITS Systems technology annual spend for FY-2017 by 30%.

Confidential, San Francisco, California

IT Management/Systems Administrator

Responsibilities:

  • Improved Internet speeds 5x by deploying a highly reliable AT&T fiber optics solution.
  • Optimized Wi-Fi performance by installing Cisco Wireless Access Points using 802.11ac Wave 2 technology.
  • Deployed cloud-based disaster recovery as a service solution to fulfill DR/BC requirements.
  • Established Internet and Network Usage Policy for acceptable digital communications.

Confidential, San Francisco, California

SaaS Engineer/Office Manager

Responsibilities:

  • Provided live chat, email, and phone technical support to the community of end-users.
  • Trained end-users on the installation and functionality of Confidential core products.
  • Troubleshot technical issues and when appropriate escalated bugs to developer.
  • Maintained high levels of customer satisfaction by providing fast and accurate responses.
  • Documented and managed customer interactions in online Zendesk ticketing system.
  • Moderator and administrator for the OpenECU user forum for quick response to inquiries.

Confidential, San Francisco, California

SaaS/QA/Software Support Engineer

Responsibilities:

  • Improved customer experience by creating a quick start guide for the company’s web-based enterprise application(s) Fleet Outlook and Fleet Outlook Administrator.
  • Enhanced internal communications by assisting in deployment of web-based Cisco IP telephony infrastructure.
  • Contributed written articles to the technical support knowledge base for public and private use.
  • Provided team and field training for GenX Mobile hardware installation/support and NetSuite CRM web-based business software suite.

TECHNICAL SKILLS

Enterprise Application Software: NetSuite, SAP (limited).

Enterprise Storage: AWS-S3, Box, Google Drive, CommVault, Tegile, NetApp, Barracuda.

CRM: NetSuite 2014.1, Salesforce.com (SFA).

CI/Agile/DevOps: GitHub Enterprise, Travis CI, PaperTrail, Heroku, MATLAB, Mathematica.

Business Analytics: Tableau Server, Google Analytics.

Operating System: Mac OS X, Linux (all flavors), AIX, MS-DOS, Windows, NT 4.0, Windows 7,8,10 Windows Server 2008,2012 -r2, Solaris .x86, Sun Unix.

VPN: OpenVPN, Tunnelblick, Global Protect, Cisco AnyConnect.

Mobile: IOS, Android, Blackberry OS.

Networking: LAN, WAN, TCP/IP, VPN, WINS, DHCP, DNS, NIS, NFS, MPLS, Active Directory, ISDN, DSL, T1, T3 & Frame Relay.

Security: Palo Alto Networks, Cisco PIX, ASA, Mirage NAC, Symantec, Sophos Safeguard, Avast

Hardware: IBM, Sun, HP, Compaq, Dell, Cisco, NAS, SAN, EMC.

Programming Languages: C#, Python, JavaScript, HTML/5, SQL, Oracle and VBScript.

Web: .Net, Drupal, Dream Weaver, Apache, HTML5, ASP, FrontPage.

Desktop Application Software: MS Word, Excel, Outlook, Access, PowerPoint, Project, Visio, Adobe Photoshop, AutoCAD, PC Anywhere, Pages.

Phone Systems: NEC, Cisco IP, EIC 2.3+, IP-PBX, VOIP.

Conference: Citrix, Skype, Zoom, Echo 360, Logitech Pro Web-Cam.

Audio Visual: NEC NP Projector Series, Epson G & BrightLink Pro Projector Series.

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