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Technical Service Engineering Manager Resume Example

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TECHNICAL SERVICE ENGINEERING MANAGER
Summary
Advanced Active Directory Administration Performance Tuning & Capacity Monitoring Data Security, Backup & Recovery Standby/Failover Administration Web Server Administration Solaris Administration SMS and SCCM Administration LAN Administration Leadership skills include: L-code Manager (first-line manager) Scheduling labor resources to support factory, *Customer, and business partner needs Scheduling required maintenance activities Technical and team lead responsibilities Managed fifteen field support engineers over three different geographic locations Lead various IT projects
Skills
Proficient in an assortment of technologies, including Microsoft Windows Server 2003, 2008, XP, Vista, and Windows 7. Virtualization products - Citrix client sessions, Microsoft Hyper-V, HP remote graphics software, and VMware vSphere. Administer Solaris 8 and Solaris 10 server w/ Trusted Extensions, Linux Redhat Enterprise Server 5.3, Microsoft Operations Manager (MOM) 2005, Microsoft System Management Server (SMS) 2003, Microsoft System Center Configuration Manager (SCCM) 2007, Microsoft System Center Operations Manager (SCOM), BMC ARsystem Remedy - administration and development, Active Directory, DNS, DHCP, WINS, VERITAS/Symantec Backup Exec, Netbackup, VxWorks, Cisco LAN devices, Microsoft Internet Information Server (IIS), Novell GroupWise, Microsoft Exchange, Lotus Notes, Powershell, Visual Basic, Visual basic scripting, solutions in Oracle enterprise and SQL Server environments. HP blade architecture (C3000 & C7000
Experience
05/2014 to Current
Technical Service Engineering ManagerCompany Name － City, State
  • First line manager of a team of fifteen field support engineers, supporting three separate geographical locations
  • Perform liaison duties between the field and factory personnel to address labor and technical decisions with regards to fielded system
  • Provide technical reports and documentation identifying known issues and associated fix actions from the field personnel back to the factory
  • Create and manage the schedule of the field support personnel
  • Establish implementation plans for the field support personnel regarding each software and/or hardware upgrade/change
  • Provide configuration management duties over a critical network that provides mission support to customer operations
  • Administer client applications and an active directory infrastructure, Solaris network firewall appliance, administer and manage Cisco devices, perform backups and restores of critical customer data
  • Troubleshooting fielded related hardware and software
  • Created and implemented an after-hours workflow process to identify and respond to critical network and system outages
  • Drive vision of the on-site technical engineering team
  • Ensure technical and functional designs meet business requirements
  • Implement automation components: scripting using batch files, VBS scripts, and Windows PowerShell scripts.
11/2008 to 05/2014
Field Support Engineering LeadCompany Name － City, State
  • Team lead of the field support engineers.
  • Provide desktop support, administer client applications, administer Solaris 10 with trusted extensions operating environment, manage and administer Cisco routers and switches,
  • Linux Redhat support and administration
  • Support/administer VxWorks components
  • Manage and support network encryption devices
  • Perform network backups and restores of critical mission data utilizing Symantec Backupexec
  • Troubleshooting field related IT hardware
  • Administered COTS and customized client applications
  • Active directory infrastructure administrator
  • Administration of Solaris network firewall appliance
  • Administer and manage Cisco devices - routers and switches
  • Troubleshooting fielded related hardware and software
  • Ensure technical and functional designs meet business requirements
  • Implement and administer multicast routing technology to support data and video dissemination products
  • Provide technical reports and documentation identifying known issues and associated fix actions from the field support personnel back to the factory
  • Create and manage the schedule of the field support personnel
  • Establish implementation plans for the field support personnel regarding each software/hardware upgrade/change
11/2005 to 11/2008
Lead Desktop Configuration SpecialistCompany Name － City, State
  • Team lead of the field support engineers.
  • Administer client applications, small active directory infrastructure, UNIX firewall appliance, manage Cisco devices, and perform backups and restores.
  • Troubleshooting field related hardware.
  • Ensure technical and functional designs meet business requirements.
  • Provide technical reports and documentation identifying known issues and associated fix actions.
  • Lead desktop configuration specialist utilizing SMS 2003 and SCCM 2007 maintaining twelve sites and 8,000 client machines.Server administrator duties - administering large-scale active directory enterprise.
  • Provided tier III support for active directory and desktop configuration issues.
  • Intranet server administrator.
  • Primary BMC Remedy developer and administrator.Responsible for developing, testing, configuring, distributing and performing quality assurance for customized application packages, software updates and patches.
  • Created and updated technical documentation associated with the SMS/SCCM architecture.
  • Implemented security procedures and tools in support of the organization's information technology architecture and business needs.
09/2005 to 11/2005
Wintel AdministratorCompany Name － City, State
  • Supporting active directory infrastructure in conjunction with a Novell architecture.
  • Supported support for all of the associated medical applications.
  • Brightstor ARCserve backup administrator.
  • Primary web administrator for local intranet site.
  • Novell GroupWise administrator.
  • Provided support for SAP system.
02/2001 to 09/2005
LAN Administrator\Level-III Support AnalystCompany Name － City, State
  • Migrated the organization from an NT 4.0 flat-level domain into a Windows 2000 domain architecture.SQL 2000 administrator.
  • Web server administrator for an intranet site.Promoted to level-III enterprise division where we led an upgrade from a Windows 2000 to 2003 active directory infrastructure.
  • Maintained over four hundred locations and over thirty thousand clients.
  • Responsible for creating VBS and maintaining VBS scripts to automate several functions.
  • Supported Blackberry and Palm handhelds for all enterprise users.
  • Introduced a new system for responding to user requests that reduced monthly support tickets by 50%.
  • Supported SAP data warehouse applications.
  • Identified and communicated known issues to upper management to proactively record the issues for future troubleshooting efforts.
Education and Training
Bachelor of Science: Information TechnologyUNIVERSITY OF PHOENIX － StateInformation Technology
Master of Business Administration: Information SecurityJONES INTERNATIONAL UNIVERSITY － City, StateInformation Security
Master of Science: Information Assurance ResearchJONES INTERNATIONAL UNIVERSITY/UNIVERSITY OF FAIRFAX － City, StateInformation Assurance Research
Activities and Honors
Information Systems Audit and Control Association (ISACA) and Information Systems Security Association (ISSA) Member
Skills
Active Directory, ARCserve, automation, Cisco switches, Cisco routers, Citrix, hardware, configuration management, encryption, data warehouse, documentation, firewalls, functional, graphics software, Novell GroupWise, Microsoft Internet Information Server, Team lead, Linux, Lotus Notes, Microsoft Exchange, MOM, SQL server, Windows 7, network, Novell, Oracle, developer, personnel, quality assurance, Redhat, routing protocols, scripting,desktop support, technical documentation, Troubleshooting, UNIX, Netbackup, video dissemination, Visual Basic, VxWorks
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Resume Overview

School Attended

  • UNIVERSITY OF PHOENIX
  • JONES INTERNATIONAL UNIVERSITY
  • JONES INTERNATIONAL UNIVERSITY/UNIVERSITY OF FAIRFAX

Job Titles Held:

  • Technical Service Engineering Manager
  • Field Support Engineering Lead
  • Lead Desktop Configuration Specialist
  • Wintel Administrator
  • LAN Administrator\Level-III Support Analyst

Degrees

  • Bachelor of Science : Information Technology
    Master of Business Administration : Information Security
    Master of Science : Information Assurance Research

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