Resume of Information Technology Consultant

Title
Information Technology Consultant

Primary Skills
extensive experience in computer hardware, networking, Windows/ Linux operating systems, SMTP, security best practices

Location
US-FL-Melbourne Beach

Posted
Jun-24-08

Information Technology Professional

SUMMARY
Information Technology Professional offering over 12 years of experience in the computer industry. Solid background with extensive experience in computer hardware, networking, Windows and Linux operating systems, SMTP, security best practices, and detailed problem diagnosis in both workstation and server environments. Strong communications and interpersonal skills with experience training, mentoring, and managing individuals and small teams. Proven track record of turning difficult customers into raving fans and providing top-notch support in a wide variety of challenging technical environments.

EXPERIENCE
Windows Email Security Administrator - 2007 to Present
Wipro/Infocrossing, Broomfield, CO
Work as part of a team in a complex, large-scale environment to provide Windows 2000 and 2003 server security for a variety of managed services customers. Responsibilities include implementing and maintaining Trend Micro ScanMail, OfficeScan, and Server Protect Enterprise Anti-Virus solutions, monthly Windows security vulnerability assessments, patching support, and security monitoring. Ensure continuing compliance with established security practices and guidelines across all customer and corporate locations and provide recommendations for improvement.

* Project lead on initiative to radically improve mail infrastructure for large corporate customer receiving over 1 million email messages a day.
* Provide security perspective and guidance on corporate projects and new customer migrations.
* Provide daily support to one of Infocrossing's most difficult and sensitive customers.
* Support complex email infrastructure including two Barracuda 400 mail gateways.
* Plan and implement after-hours updates, troubleshooting, and software installation on production servers.

Tier III Technical Lead - 2000 to 2007
eSoft Inc, Broomfield, CO
Provide support for the entire line of eSoft's firewalls and Content Management servers, working daily with complex networks, IPSEC, Deep Packet Inspection firewalls, Gateway Anti-Spyware and Anti-Virus solutions, Spamfiltering, Web Content Filtering, and Intrusion Detection and Prevention Guide and train newly hired support representatives and provide support and assistance to the Technical Support Supervisor.
* Provide frontline support to 22 level 1 support technicians serving over 15,000 customers.
* Directly handle technical escalations for high profile clients and large resellers with complex issues.
* Conducted a 3 week on-site training program when Fused Solutions, Inc was chosen as an outsourcing partner to handle level 1 calls.
* Guide a team of 4 Tier III Support Representatives through day-to-day issues.

HP Netserver Support Agent - 1999 to 2000
Hewlett Packard, Loveland, CO
Contract position. Provided over-the-phone support for the entire line of Hewlett-Packard Netservers with a focus on hardware troubleshooting and installation of network operating systems.

* Supported installation of network operating systems including SCO-Unix, Linux, Novell Netware, and Windows NT Server.
* Provided support and troubleshooting for server hardware including setup of RAID arrays and recovery of those arrays using hot-swappable drives.
* Worked directly with Hewlett-Packard Customer Engineers to facilitate on-site repairs and replacements.

Senior LAN Analyst - 1998 to 1999
United States Dept of Agriculture, Fort Collins, CO
Contract position. Provided Desktop and Phone support as part of a helpdesk team covering all facets of a 100+ user environment including server backup and maintenance, Windows OS and application troubleshooting, and management of company hardware and software.

* Actively participated in the development of several new call tracking and reporting tools as well as the production of a new set of online support tools.
* Provided administration and operations support for 6 NT/Novell Netware servers.
* Worked daily to provide a seamless operating environment for all USDA employees and keep all network servers and desktop workstations running smoothly.

NT Rollout / Helpdesk Technician - 1997 to 1998
Connecting Point of Greeley, Greeley, CO
Handled in-store and on-site software and hardware support for Connecting Point customers as well as fulfilled support obligations for various business service contracts. Was contracted out to the Kodak facility in Windsor, Colorado where I worked on the transition team moving the entire site over to the Windows NT platform. This involved physical backup, placement, and upgrading of existing computers.

* Part of a team supporting a 600+ user LAN with a wide range of PC hardware and software.
* Handled overflow desktop support for clients at Kodak to help their existing helpdesk.
* Worked in a variety of unique environments for various Connecting Point customers as needed.

IBM Transition Specialist - 1996 to 1997
IBM Global Services, Boulder, CO
Contract position. Served as part of an IBM Transition Team to discover, learn, and transition helpdesks from various Lucent Technologies facilities back to the IBM Boulder campus. Position required travel to Lucent technologies offices in the New Jersey area and accelerated discovery of a wide range of their helpdesks in a high profile, complex business environment. At the time, this was the largest helpdesk contract ever awarded IBM Global Services.

* Part of an on-location team that smoothly transitioned 3 helpdesks from New Jersey to the IBM facility in Boulder within 8 months.
* Supported a nationwide Microsoft Exchange rollout to all of Lucent Technologies facilities involving several thousand users.
* Administered NT Domain passwords, MS Mail Clients, and worked with several internal UNIX systems

HP Escalations Manager - 1994 to 1996
Sykes Enterprises, Inc, Greeley, CO
Provided over-the-phone support for customers of Apple Computer, Hewlett-Packard, and Netcom. Worked with new employees to strengthen general customer service and phone skills. Managed escalations for the Hewlett Packard account and worked directly with HP Management to develop solutions for dissatisfied customers.

* Reduced customer complaints on the Hewlett Packard account by over 75 percent through employee training and awareness initiatives.
* Provided one-on-one mentoring to employees who needed assistance increasing their customer service skills.
* Experience with Windows and Apple operating systems and hardware, TCP/IP, Dial-up, Modems, Laptop software and hardware, and email support.
* Handled escalations and higher end technical issues that could not be resolved by the regular call center staff.




EDUCATION
B.S., Information Technology
Regis University, Denver, CO
Currently a Junior at Regis University pursuing a degree in Information Technology.


SKILLS
* Training, mentoring, management of small groups and projects. Specialize in satisfying difficult customers.
* Specialize in satisfying difficult customers.
* Operating Systems: Linux, Windows workstation and server operating systems
* Web Development: General PHP, MySQL, HTML, Photoshop
* Security: Firewalls, Enterprise-level Antivirus solutions, SMTP security, Security best practices

TRAINING
Microsoft 2008. 3 day training for Microsoft's course: "Managing and Maintaining a Microsoft Windows Server 2003 Environment"

Microsoft 2008. Currently working through online class for Microsoft's course: "Implementing and Administering Security in a Windows Server 2003 Network"

Qualifications and Keywords
Windows OS (95,98,MX,2000,XP, and Vista), Windows Server (2000, 2003), Linux (Redhat), and Unix installation, configuration, and support. Hardware support including servers, desktops, laptops, printers, KVMs, network hardware (switches, hubs, cabling), firewall appliances (Instagate, Cisco Pix, SonicWall, Barracuda), RAID arrays, tape backups and other storage mediums. Software support including Microsoft Office, Outlook, PC Anywhere, and general Windows application software. Security Applications at both the Enterprise and Desktop level (Trend Micro OfficeScan, Server Protect, and ScanMail, Symantec, Norton, McAfee, Windows Live OneCare) as well as spamfiltering, webfiltering (proxies) and Intrusion Detection products. Network topology, security, configuration, and troubleshooting including Windows Domains, Active Directory and LDAP, SMTP security, TCP/IP, VPNs, IPSEC , PPTP, RDP, Ethereal (Wireshark) tcpdump, firewalls, wireless access points, network hardening and security best practices. Basic web development including HTML, PHP, and MySQL. Helpdesk and phone support. Windows workstation and server migrations, due diligence, and new customer integration. Creation and presentation of training materials and workshops, mentoring, small team management and project leadership.

Certifications
See above


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