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Summary:

My career began in Information Technology and Services back in 1985. During this
time I have been involved with many different aspects of the IT field, all whic
h share the ability to provide services and support to clients, and fellow assoc
iates alike.
My experience in customer service is extensive and has varied from face-to-face
interaction, using tools to provide remote support, and phone-only services as w
ell.
My choice is to welcome new challenges, and my goal is to treat all assignments
with a high level of enthusiasm and dedication.
I am available to work any shifts and schedules, and I offer the opportunity to
discuss my abilities and accomplishments in greater detail.
Specialties:
Windows Server 2003
Windows Server 2000
Windows XP Professional
Windows Active Directory
Internet Information Services (IIS 6.0)
Microsoft Office Applications
Microsoft Sharepoint
Enterprise Project Management (EPM)
Remote Desktop Protocol (RDP)
NetIQ Management Tools
Gomez Website Services
Repliweb Deployment Application
Remedy Service Management
Cisco IOS (beginning level)
Citrix NetScaler
CA Spectrum Network Monitoring Services
SolarWinds Network Management Services

Experience:
Senior Infrastructure Technician at Mattel, Inc.
October 2005 - January 2009 (3 years 4 months)
My position at Mattelas data center encompassed three different job descriptions
. Our group worked on a combination of Internet Operations, Network Operations a
nd I-Series Operations.
Internet Operations: Created locally hosted Internet and Intranet websites and d
eployed content. Setup site redirects and managed groups, permissions and direct
ory structures. Built and configured new web servers and web farms with the assi
stance of load balancing. Maintained and repaired server hardware and implemente
d security updates and service packs as needed.
Global Network Operations: Provided 24x7 monitoring of ATM, Frame Relay, DMVPN a
nd Point-to-Point circuits. Performed level two problem determination and worked
with communications vendors and site contacts to address and resolve service ou
tages.
IBM I-Series Operations: Performed nightly processing, monitored batch processin
g and system backups. Responded to error messages such as locked jobs and user a
ccount problems, and escalated level two problems to developers and programmers.

Store Support Engineer III at Petsmart, Inc.


February 2000 - October 2005 (5 years 9 months)
Presented my technical expertise to diagnose and resolve hardware and software i
ssues for over 700 retail locations in the US and Canada, and served as project
coordinator for POS and Non-POS hardware and application rollouts.
Collaborated on complex, long term, multimillion-dollar projects implementing ad
vanced technology upgrades in retail locations, distribution centers, and centra
l command.
Participated in the research and development of new technologies including hardw
are selection and installation, and collaborated efforts with multiple groups to
run test pilots.
Procured hardware, applications and licensing for new and established locations,
and managed third party vendors for installations, SOW's and RFQ's.

Systems Support Technician at Mattel, Inc.


September 1998 - February 2000 (1 year 6 months)
Provided comprehensive 2nd level desktop support to over 200 clients in a high-v
olume call center, and participated in 1st level services to 3,000 clients throu
ghout the US.
The position was focused on the implementation of a new facility. Required skill
s included installing and configuring servers, workstations, applications, netwo
rk and communications equipment.
Formulated a Y2K system compliance project; applied application updates and serv
ice packs as needed, and created an effective system to track and maintain compl
iance documentation.

Sole Proprietor at PC Detail


October 1996 - March 1999 (2 years 6 months)
PC Detail was a small business that provided consulting services to business cli
ents and individuals in the Phoenix-Metro area, and was a licensed reseller of c
omputer systems and other associated hardware.
Services provided include installations, upgrades, hardware repair, site plannin
g, and custom configurations. The company maintained a high level of customer sa
tisfaction and repeat business due to completing projects within schedule, meeti
ng expectations, and providing end-user training in an easily understood manner.
I personally managed all aspects of running a small business. These included acc
ounting, purchasing, expenses, meeting tax requirements, and providing earnings
statements.

Senior Field Engineer at Alpha Microsystems, Inc.


December 1985 - May 1996 (10 years 6 months)
Alpha Microsystems was a manufacturer of proprietary microcomputers, and held a
large standing as a nationwide service provider through its Service Operations.
My position as Field Engineer began at an entry level and evolved into a senior
position as the result of achievement and advancement within the company.
The focus of my duty was to provide onsite break/fix hardware solutions, site-pl
anning, upgrades and installations. Secondary roles included generating revenue
by negotiation and sales of maintenance service agreements.

Education:
Stellar International Institute
Microsoft MCSE Training, 1999 a" 2000
Coursework completed:
Networking Essentials
NT 4.0 Administration
NT 4.0 Server
NT 4.0 Workstation
Phoenix College
General Studies, 1990 a" 1992
Coursework completed:
Accounting Principals
Business Management
UNIX Operating System
MS/DOS Operating System
Computer Networking and Repair