OBJECTIVE

To acquire a position within IT operations where I can apply my experiences, both technical and customer service oriented, to a highly critical team-oriented environment, maximizing the experience and the success of both our clients and end-users.

TECHNICAL EXPERIENCE

I have experience in troubleshooting and support of the following platforms and applications:

• Desktop Operating Systems: Windows 95 thru XP

• Server Operating Systems: Windows Server 2000 thru 2005, Exchange, Blackberry BES

• Unix: AIX

• Database Suites: Microsoft SQL, MySQL, Oracle 8.x/9.x

• Mid-Tier / High Availability: IBM iSeries/AS400, HP Tandem, Stratus

• Protocols: TCP/IP, DNS, DHCP, WINS, NIS/LDAP, HTML

• Storage sub-systems: Tivoli and NetApp

• Applications: Active Directory, Microsoft/Unix clustering, Citrix,, Cisco RSA Secure ID/MCI VPN, Microsoft Office 97 thru 2007, Cognos, Lotus Notes 5 thru 7, Infogenesis, HP OpenView, Blackberry PDA’s, Microflex,  BMC Patrol

EDUCATION & CERTS

·         AAS Computer Networking Administration, Bergen Community College, Paramus, NJ 08/2004

·         CompTIA A+ Certified, 2005

WORK HISTORY

Providing critical support in the Command Center and coordinating with various IT departments to ensure maximum, high availability to the company’s mission critical systems with 36 months experience working within a hotel and casino environment

·         Tier 2 support in a global, 20,000+  server environment, both Windows and Unix platforms

·         Provide 24/7 support for over 50,000+ users, world-wide

·         Provide 1^st level support for over 250+ different applications

·         Provide 2^nd level support for the Help Desk

·         Manage 16 datacenters, 2 on-site and 14 remotely

·         Citrix Metaframe XP administration

·         IBM iSeries AS/400, Stratus and Tandem server administration

·         Troubleshoot, report and address all network, enterprise, thin client, casino or hotel outages

·         Monitor and resubmit network backups with Tivoli

·         Audit casino progressive slot machines, document all jackpots or suspicious activity

·         Promoted to Team Lead at the Help Desk for day shift after 10 months with the department

·         Monitor the Help Desk Escalated queue on a daily basis

·         Maintain SLA standards, tracking and routing of support calls with 65-75% FCR

·         Provide Tier 2 support to other Help Desk coordinators

·         Perform Weekly Outage reports for the Director of Customer Service

·         Participated in Players Club deployment at Mandalay Bay, Monte Carlo, Luxor and Excalibur properties

·         Provide 1^st & 2^nd level support for 50,000+ employees of MGM MIRAGE

·         Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.

·         Resolve issues and install software remotely and on-site

·         Escalate issues which need to be addressed by other departments

·         Responsible for training new Help Desk agents

Consultant to Ricoh US headquarters in West Caldwell NJ, providing support for 5,000+ users and Accenture contractors

·         Maintain 85-90% SLA, tracking and routing of support calls & 65-75% FCR

·         Managed support during a merger between Ricoh, Savin, Lanier and Gestetner

·         Delegated support during a transition from Novell to a Microsoft Networking environment

·         Implemented effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.

·         Troubleshoot & resolve issues, software installations on-site and on remote clients

·         Responsible for training new Help Desk agents

·         Processed MACD for all new user users for Lotus Notes, Novell and Active Directory

·         Troubleshoot, Install & support TCP/IP & Wireless Networks, Drive Mappings, Network and Local Printers & Applications

·         Blackberry Support and BES Management

·         Mal-ware threat assessment and management