Skills/Tools Used
CompTIA Network+ N10-005; A+ Equivalent Experience
Windows XP Professional, Vista, 7, 10 , Mac OS X, Office 2003/2007/2010/2011/2016/2019
Experience with Windows Server 2003/2008, Active Directory, Group Policy, MS Sharepoint, Exchange 2003 maintenance, GFI Mail Essentials and other tools, Citrix Administration/Citrix Presentation Server Console/XenApp, Thin Client, VMWare Workstation/vSphere/ESX, Virtual Box, Virtual PC, Raritan KVM, Symantec Brightmail Gateway, Symantec Endpoint Protection, Norton Ghost, Splunk, Asana, Cisco CCW, Cisco Agile, Cisco CSCC and CCW-R, other Cisco internal tools, Smartsheet, Cisco Webex, Cisco Spark. Blackberry Server (add/edit), iPhone and Android, Numara Track-it, LANDesk Dellserv, Spiceworks, Logmein, VNC, CA Agile Rally, Smartsheet, Asana, Webex Teams, Jive.
Server and Desktop Hardware (Hard drive, memory, motherboards, 1U/2U rack installation), server farm network cabling, KVM, printer setup, Non-IOS Router setup/installation.
Project Coordination, Project Management, Customer service, account management, tech support, help desk and IT support, systems administrator, SLA, quality analyst, ticketing Technical writing for knowledgebase and Wiki entries, process documentation. Applied Agile/Scrum methodologies.
Experience
Cisco Systems (Experis): September 2014 – November 2018: Remote/San Jose, CA
Project Manager/Analyst/QA/Partner and Sales Support (CTG/NPI/SalesOps)
This (flexible and remote) role manages Product Implementation projects involving Product SKUs (related to SaaS, collaboration, unified communication, Webex, subscription and legacy purchases) configuration and population to the Cisco Commerce Workspace (CCW) website for sale to Cisco partners and customers. Use of Scrum sprint methodology used for annuity SaaS offerings and strict Waterfall used for perpetual offerings. Collaboration with Product Managers and Supply Chain to ensure accuracy, finance approval, royalties, and UAT/Stage for testing prior to production. Tools used: Smartsheet, Asana, ServiceNow, PHMT (Product Hierarchy Mgt Tool), OWB and Design Canvas, eGenie, SLT, NPI Workspace, UI Validation, InBiz and Product Upgrade Tool (PUT), Webex, Webex Teams. Products supported: Webex, Spark/Teams, Cisco Flex, Cisco Prime Collaboration, Cisco UCL/UCM, Enterprise Agreement, Cisco Business Edition 6K, 5K and 4K, Solutions Plus, CCA, CUWP, FedRamp, HCS and more. Other duties: documentation of process, supporting Sales field with sales order issues involving products for sale on CCW, change management. Tenure in this journey ended due to budget requirements and contract was not renewed.
Project Coordinator/Analyst/Partner and Sales Support (eBusiness/SalesOps)
This (flexible and remote) role exercised knowledge of network and collaboration from previous IT experience in use of conducting quality surveys for new product provisioning related to SaaS, such as WebEx. Manage existing and implementation of new surveys known as A2Q which are designed to negate unnecessary SKUs and services during order and provisioning so that the customer and Partner technician experience the best experience possible. Work closely with Cisco Product Managers and Product Development teams across the globe to execute decisions regarding change management with the technology and Cisco Partnerships. Each product experiences the A2Q workflow process as a one-year project, reviewed for effectiveness, and either continued or terminated and passed Sales for continued sale without the need for an A2Q.
Fiserv: January 2014 – August 2014: Austin, TX
Client Services Tech/Analyst/Web Hosting Support/Project Coordinator
This was a Level 3 webhosting support role supporting clients of divided segments relying upon Fiserv for delivery of electronic documents to their customers with an industry focus in Banking and Finance. The role exercises some skill analyzing SQL and XML with some SQL command changes; data-mining errors, token values and other data strings in Splunk; and other tools designed to provide access to Linux logs. Daily obligations to UAT and a weekly Production cycle for webhosting changes are common. Entering Rally user stories for Project Management and Root Cause Analysis. The position is largely client support with a project management drive to coordinate with Software and Web Developers to ensure product stability and delivery. The relationship with the Developers is meant to ascertain problems together and perform software testing for quarterly updates.
Rackspace Open Cloud Academy: September 2013 – December 2013: San Antonio, TX
Student
This is a student role learning hands-on real-world experience in a data center. Phase 1 involved obtaining a Network+ (complete). Phase 2 would involve intense coursework on Linux, SQL, Apache and Cloud Services. The result would be LPIC-1/Linux+ Certification in conjunction with real-world experience that apply directly to the next role.
harden healthcare: September 2011 – End April 2013: Austin, TX
Service Desk Analyst II
As a member of a large enterprise support staff servicing users via remote and phone, this role supported various issues involving Citrix, email, Blackberry and BES accounts, AD accounts, escalations to network/sysadmins, support of personal PC and Macs; Administration of Citrix Management Console and Landesk; remote support with VNC and LogMeIn; minor support for apps such as Kronos, Santrax, Caretracker, Allscripts, Procura, MBS RehabSmart, AHT (American Health Tech), Peoplesoft, Rehab Optima and Suncoast; manage knowledgebase and Wiki entries; remain HIPAA Compliant. This role ended April 23, 2013 due to budgetary constraints within the IT department.
Whitebox advisors, llc. (Experis): March 2010 – March 2011: Austin, TX
Support Technician / Help Desk /Tradefloor Support
As one of three infrastructure support staff servicing employees and C-level Executives via remote and telephone, this role maintained responsibility for desktop and portable systems including onsite servers such as the ESX, Riverbed, Raritan KVM, Eaton Power, Dell Powervault, VMWare vSphere, Symantec Brightmail Gateway, Bloomberg, add/delete of devices and users from Blackberry Server and Good Mobile, light troubleshooting of Tandberg C60 Telepresence server and Tandberg E20 desktop phones; moving Mitel phones from one location to another through the Mitel setup program; wiring of patch panel to switches for new machines and devices; Ghost backups, Group Policy, Active Directory; support network issues in the Austin office and work with the Minneapolis Systems Administration team. This role ended on March 1, 2011 to outsource most functions to a local Colo.
capstone real estate services: November 2007 – End November 2009: Austin, TX
Support Technician / Help Desk Management
As one of only two infrastructure support staff servicing employees and C-level Executives, this role supported desktop and portable systems in an 800+ user environment. Duties included: Supporting users via phone, remote and desk side supporting PC hardware and software such as Domin-8, Citrix, Sharepoint; Blackberry, Windows Mobile and iPhone; Active Directory users and groups; new application rollout/configuration; Manage Exchange mail stores and quotas; GFI Mail Essentials; File Server Function (HP Proliant/Dell), Assist with tape backup operations using Symantec Backup Exec 12; Set and maintain standard desktop configuration; advise system/mobile purchases for corporate and field; Coordinate with data center for server issues, build, patch, and maintenance of Windows Server 2003/2008; Advise IT Manager on projects and coordinate future projects; Log work in Numara Track-IT and OTRS. This role ended on November 30, 2009 to outsource the position.
Dell, inc.: July 2006 – End October 2007: Austin, TX
Consumer Tech Support Agent (Consumer Hardware Warranty Support)
The role in this prestigious organization was to collect detailed customer feedback for Microsoft and Dell's internal product group relating to future releases. Michael Dell invested time in this organization personally. Secondarily, the group answered calls as trial runs prior to implementing policy on standard call centers. Primary duties included engaging users with support and education on how to use desktops, portables, and Windows XP/Vista, modems, internet connectivity, printers, routers, and various other peripherals with specific focus on Dell and Microsoft products; basic server support including virtual drives and directory structure; create, update and manage end user accounts and taking ownership of cases along with interfacing with Dell partners such as QualXServe assisting with issues involving end user repairs; log all trouble calls in the Dell case software and the Microsoft trouble log. Manage knowledgebase and Wiki entries for internal access, follow up on lost calls to ensure a resolution and customer satisfaction. We remained the front-running consumer call center for Dell until the last day of the initiative on October 29, 2007.
Education
northlake college (dcccd), Irving, TX: August 2002 – May 2004. Core Curriculum
Austin community college – riverside, Austin, TX: August 1997 – May 1998. Focus on English, Literature, and core curriculum.
university of north texas, Denton, TX: August 1995 – December 1995. Focus on Radio, Television, Film and core curriculum.
More about Certifications
CompTIA Network+: Reg Number - (Expired)
Other Certs: Scrum PSM currently in-progress. CAPM in-consideration. ITIL in-consideration.
