Employment History 2015-Current System Support Specialist, SouthTech, Sarasota fl

(603) 781-5252

cjrowes@gmail.com
Employment History
2015-Current System Support Specialist, SouthTech, Sarasota FL(3^rd party IT provider)

- Provide network support of Both LAN and Wireless Network-Dell SonicWall-VPN

- Provide customer support and assistance in the use of computer hardware and software for multiple companies. 

- Certified Mac support installation, configuration, Troubleshooting IOS,MAC OSX, Hardware repair

- Specialized Application Support Medical, Legal and financial software

- Support for multiple company’s applications and hardware

- Administer and maintain computer workstations running Microsoft Windows and Apple operating systems. 

-   Install, configure, administer, and maintain application software on the computer workstations including updates

-   Diagnose and resolve computer hardware and software problems in response to customer-reported incidents.

- Maintain standards, Processes and regulations, HIPPA,PCI,SOX

- VMAdmin hosted envirorment- VMware 5.0

- New Users AD creations, AD management and termination process

- Provide value with the best professional and courteous customer support.

- Bring new IT processes Including SCCM 2012, Apple System support

- Administrator for multiple companies Exchange/Office 365 Prem./Hybrid/Cloud

- Server Support 2000-2012R2-Maintainence, Patching, Repair, Troubleshooting

- Retail, Legal, Medical, Financial, Software and many other business types
2015 – 2015 Senior Lead Engineer, Freelance Contracting Tampa/St. Petersburg, Florida Area

- Recognized for highest level of C1 support and positive attitude,

- Setup new hires and complete company separations- Active Directory account and permissions, Groups and GP's

- Domain Administrator duties, security support creates, edit and modify user ID and access, active directory

- Software and Asset management, AirWatch Mobile device administration- Porting, cost savings, repair and setup

- iPad, iPhone, Android, Windows phone, complete support and on-site repair

- Cisco Unified phone system administration, assigning - create extension, troubleshooting

- Implement inventory software/hardware asset management

- Roll out of new security features to include VPN, RSA Token-soft/hard, biometric…

- HP, Dell, Lenovo certified hardware and warranty repair for server, Installer EMC hardware

- Data center installs, cable runs-rack builds and decommissioning of old hardware

- Certified and single point of support for Apple product and troubleshooting- Mac OSX- IOS devices

- Microsoft software/OS support - Server 2003-2012 –OS XP- windows 7 – MS Office Products 2003-2016, Office 365

- Oracle- SQL installs, configure and support – VM’s-Linux- Red hat, Ubuntu, Centos, Solaris

- Daily tape backup support and reports for SOX audit compliance, Iron Mountain, Commvault

- Create and maintain SOP’s , create documentation, teach training class on company technology

- Security risk management reports for Malware-Virus- rebuild as necessary- refresh of systems

- Maintain vendor relationship, printer support- troubleshooting, repair and supply support

- Maintain HIPPA,Nist,Fisma and SOX compliance, Disaster Recovery Team member, data encryption and destruction

- Symantec Altiris Solutions – end to end management of desktops including patch management, asset and inventory management and software deployment for Windows desktops

- JAMF Casper Suite Admin– end to end management of MAC desktops and laptops including patch management, antivirus management and software deployment, Enroll and maintain Centrify for AD support and policies for Unix, Linux, OSX

- BMC Remedy (Implementing over from Service Now)

- Configure Open mobile iPass enrollment for hot spot use for traveling users
2015-2015 Help Desk Technician, IT Specialist, National Oceanic and Atmospheric Administration(NOAA) Via Cyberdata Inc.

- Pass and maintain a federal government security background investigation.

- Provide customer support and assistance in the use of computer hardware and software. 

- Assist government IT Department in the installation and configuration of computer workstations

- Deployment of Mac and Windows Systems. Cisco IP Phones and headset, Conference phone, Tele-presence

- Administer and maintain computer workstations running Microsoft Windows and (SPC) Apple operating systems. 

-   Install, configure, administer, and maintain application software on the computer workstations.

-   Install software patches and updates on computer workstations.

-   Diagnose and resolve computer hardware and software problems in response to customer-reported incidents.

-   Perform the work outlined above in accordance with the technical instructions, advice, guidance, manuals, handbooks

- Maintain standards, and regulations provided by government IT Department.

- Provide professional and courteous customer support. Bring new IT processes Including SCCM, Apple System support

- Altiris Deployment – Create, Deploy scripted packaging for installs and updates/Patches, Images, Asset management- Cross Platform.

2014-2015 Enterprise Access Administration/FSR Project, JPMorgan Chase and Co., Tampa FL

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  Wintel Analysts supporting Global Access administration in a production support environment
  
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  Identity and Access management (IAM)
  
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  (FSR) File Server remediation project’s
  
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  Risk and security management
  
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  Create all process documentation, Instructions and Training examples
  

·       - Change Controls and the impacts those changes have in the environment

·          - Security Shared folder Infrastructure

·          - Full Active Directory support

·          - Information Access Security Policies

·          - Troubleshooting security issues and coding problems

·          - Excellent communication skills

·          - Create and Run scripts in VBScript; Perl; Python; Power Shell

·          - Strong Excel – Pivot tables; VLookups

- Create Query reports for SQL database retrieval

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  Remote in after hour to make change after COB and weekends that work in that global region
  

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  Provide Executive level support- boardroom- conferences-site support
  
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  Recognized for highest level of C1 support and positive attitude, Avg. work week 48-60+ hours
  
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  Setup new hires and complete company separations- Active Directory account and permissions, Security Badge Admin
  
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  Domain /Exchange Administrator duties, security support creates, edit and modify user ID and access, active directory
  
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  Created/SME Digital Signage throughout Bottomline NA creating new social and marketing projects for all lines of business. Maintain cost and content for all lines of business.
  
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  Instituted security groups and maintained proper OU configuration and Sox procedures
  
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  MDM Admin- Mobile device administration- ATT- Verizon, Porting, cost savings, repairs and setup
  
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  iPad, iPhone, Android, Windows phone, complete support and on-site repair- saved over $12,000+ monthly
  
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  Relationship manager to all lines of business to make sure all IT needs are being met at the highest level of service
  
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  Complete Support ENO interactive whiteboards and LifeSize-Blue Jeans global video conference systems
  
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  Avaya phone system administration, assigning - create extension, troubleshooting conferencing system/Avaya system
  
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  VMware ESXi –View-VDI– HyperV configure, create, templates, deploy, maintenance and administration
  
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  HP certified hardware and warranty repair for laptop, desktop, workstation, server
  

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  Certified and single point of support for Apple product and troubleshooting- Mac OSX- IOS devices
  
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  Microsoft software/OS support - Server 2003-2012 –OS XP- windows 7 -8 – MS Office Products 2003-2013
  
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  Unified Communication Expert Audio/Video streaming, Video Bridge H.323 and SIP VoIP WebEx, PGI, MS Lync
  
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  Cisco Telepresence, Polycom setup and quick resolution of any issues.
  
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  Maintain Fax2Mail, FTP-SFTP, HP Quality Center, Quick Arrow, Accounts and access
  
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  Oracle- SQL installs, configure and support – VM’s-Linux- RHEL, Ubuntu, Centos, Solaris
  
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  Revelation and Spice work ticketing system – Resolve 3800 + tickets yearly, supporting US, UK, Australia
  
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  Quantum tape library- daily tape support and reports for SOX audit compliance, Iron Mountain, Commvault
  
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  Create and maintain SOP’s , create documentation, teach training class on company technology
  
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  SharePoint library for dept. documentation, Create templates for work, Change management, projects
  
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  Security risk management reports for Malware-Virus- System Encryption - Beach Head/SED
  
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  Travel and support of remote offices- Great Neck NY, Raleigh- Charlotte NC, Wilton CT, Highland Ranch CO
  
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  Network MPLS, router, and switches installs for remote office- Maintain Site uptime at all locations.
  
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  Maintain vendor relationship, Xerox – HP printer support- troubleshooting, repair and supply support
  
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  Project management of printer roll-out from building print server to installing all printers on the network
  
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  Cyber Protection Team, Malware, SOFOs, Bluecoat, Barracuda, Forensic analyst of infected systems.
  
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  Procurement ordering of IT software and hardware equipment, negotiate cost saving pricing
  
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  Quarterly meeting support and setup – including back projection screen and wireless audio, video recording
  
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  Maintain HIPPA, PCI ,NIST ,FISMA, FFIEC and SOX compliance, Help establish a Disaster Recovery Team documentation, Identify team members and outline the processes for compliance, data encryption and destruction
  
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  Instituted the companies First response team for CPR/AED and First Aid response
  
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  Instituted the use of SCRUM meeting to address all outstanding issues to resolve.
  

ENTREPRENURIAL HISTORY

1999- 2011 Business Owner, Madbury Technology Consulting Madbury, NH – Derby U.K.

• IT/IS consultant in the government, medical and marketing sectors

• Testing, QA, and implementation of the latest technology in both application software and hardware to meet client needs within set time frame, while offering the highest level of 24/7 global customer support available

- Build\Hire and train for multi tier support services for company products and in-house support

- Security administration, Risk Management, system penetration testing advise on improvements

- Consultant in foreign markets for hardware and software upgrades, updates, storage and application lifecycles

- Work with vendors, EMC, Hitachi on storage projects and upgrades. Avaya, Toshiba (VOIP) systems

- Building servers, managing implementation, troubleshooting and repair, networking, virus removal, firewalls security,

Biometrics, Two-Factor identification and security verification. Building security improvements for audits

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  Build data centers, cabling, rack, Liebert/APC/Eaton Power management, fire suppression, and install systems
  
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  Routers, Switches, Fiber, Gigabit Network equipment install and recorded mapping
  
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  Procurement of equipment, negotiate pricing and contracts for legal review
  
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  Work with vendors for Audio/Videoconference room installs, printer rollouts, remote location MPLS installs
  
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  Complete support for Apple System and Server, Xsan, solutions including hardware and software
  
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  IOS, Android, Windows Devices testing, repair, cost saving negotiating and billing
  

- Virtual Environment projects with cost saving, systems matched with global remote access

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  Marketing, Create Videos and edit along with content for companies and broadcasting
  
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  Worked with Marketing team for demos, R&D of new marketing ideas, Booth Setup and signage
  
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  Special Event Planning, United Way team member, Charity events team.
  
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  Business Analyst, Systems Analyst, Contractor Autodesk system design, Network Analyst, VMware OS/Server
  
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  SAP analyst, SAN, NAS, disaster prevention and recovery, VOIP network system design and implementation
  
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  Green Technology – environmental friendly and budget conscious technology options
  
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  Database reconciliation and configuration; SQL, MySQL, Oracle database repairs and mergers
  

2007-2010 Global Support Technician, Timberland Co, Stratham NH

- Provide technical support and maintain superior customer service to Timberland’s global user base

- Complete Solo support for Apple Macintosh software and hardware. For designers and Creative

- Apple certified support, system build and configuration expert

- Supply support for Timberland’s hardware, software and application platforms and servers

- Work in conjunction with third party service providers to resolve installation, maintenance and warranty services

- Dell certified hardware and warranty repair for Laptop, Desktop, Workstation, Server, Windows OS 2K. XP, Vista

- Maintain incident records for each service request, provide comprehensive notes of actions taken

- Respond to telephone, email or personal requests for technical support and provide timely solutions

- Provide NOC coverage and support shift work on a temporary or permanent basis upon request

- Security support creates, edit and modify user ID and access, active directory, exchange, AS/400, SAP

- Create and edit documentation, do cross training for fellow teammates

- Disaster recovery team member, create test environment, SunGard sight contact, resolve onsite issues

- Disaster onsite documentation creator, Marketing department project contact

- Create system image for deployment and complete End of Life support

- Video Conference setup/configuration global (Polycom) Telecom support, Cell-Blackberry- Smartphones

- Certified Program Manager, Server 2008, Windows 7 Advanced, VMware Server/Desktop, ITIL V2

- Special Event Planning, United Way team member, Sporting event team captain

- Project management of small to large programs and projects. System Development , out of the box thinking for new productive tools and application support. Assisted manager with training and coaching teammates.
2004-2007 Customer Care Executive, Comcast, Sarasota FL

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  Successfully marketed product line in the Southern and Northern division, introducing new services and explaining complex technology to customers, consistently in Top 10 high sales and customer appreciation for regional markets
  
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  Managers assistant for escalation and customers saves, Providing the team coaching on proficient customer interactions
  
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  Recognized with awards for team spirit, customer interaction recorded for excellence and training
  
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  Helped to come up with improvements and increase revenue for regions. Example: install charges increase, Credit card transaction charge for OTP live service rep. this reduced call numbers and improved use of automated payment calls
  
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  Supervisor Assistant- supervised customer calls, monthly team contest and team building ideas, team stats
  
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  Assist in training new employees and work with vendors (HBO, Showtime, Starz, etc.) scheduling call center team promotion and contest for marketing items
  
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  Always a great team player, motivator, and trainer on new technology
  
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  Product knowledge including recent upgrades in packages and pricing of Comcast Digital Phone, Digital TV, Comcast High Speed Internet, and Comcast Digital Voice (VOIP)
  
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  Proficient in ASCR, ICOMS, Cable Data, Remedy and Comcast Intranet
  
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  Negotiated and closed sales, maintained accounts and kept detailed records of all contracts
  
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  Overnight head-end coverage and OTJ training of head-end
  
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  Technical Support Professional resolving TV, Internet, Digital Phone services
  
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  In-field install of Coax cable, Node repair, Internet, Digital TV/DVR box, Digital phone MSU, Home networking
  
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  Fill-in for ON-DEMAND dept. file conversion and setup menu
  

2002-2004 * See ENTREPRENURIAL HISTORY

1999-2004 Program Manager / Technical Engineer/ Implementation Engineer, Polaroid License and ID Systems, Bedford MA

• Managed implementation and roll out of systems in states and countries for government contracts serviced while providing excellence in training and support of state personnel and law enforcement, DOT

• Recognized for monthly awards and bonuses for highest level of teamwork and support

• Support, maintenance of hardware and software, setup and training of all government agencies involved

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  Program Manager/Assist Program manager on certain contracts, Create BOM
  
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  Increased cost savings and met 100% rollout schedule deadlines
  
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  Hired/Trained in-state and remote helpdesk support on all products to support for lifecycle of projects
  
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  Worked with customer network teams to prepare and mediate any foreseen issues prior to implementation
  
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  Procurement of equipment and services, negotiate contracts and cost
  

• Polaroid liaison on multi-million dollar contracts for licenses, passports, ID cards and government security IDs

• Implementation and training of digital facial recognition and biometric finger printing and scanning

- Listed on 3 patent’s for Biometric with team mates for identifying and making improvements to technology

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  Systems analyst providing Tier I, II, and III support, Development QA, SQL, Securities Administrator
  
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  Network administration, Program Management, customer and help desk training, customer and EXPO demonstration, QA/QC for all system and software prior to deployment. VMware create sessions for troubleshooting/regression testing
  

• Windows AS, NT4.0 base, Sun server, Solaris, and UNIX, WAN/LAN Configuration

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  60-80+ hr work –week, 90% Global travel, Top security clearance for certain countries
  
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  MCSE 2000 Cert, Program Manager Cert., MCDBA 2000, AS400, RS6000 Security
  
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  Managing teams in the field globally 25-75 members
  

1998. 
      Server support Technician/ Manager, Digital-Compaq, Nashua-Salem, NH
      

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  Laptop repair of NEC 4000, 5000, and 6000 series computers, including replacement of CPU and modems for recall upgrades, hot load, replacement of hard drives and filtering out system problems within 24 hours
  

- Troubleshooting and repair of laser printers, scanners, fax machines, PCs, servers, software and PBX systems

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  Virus scanning and deletion, bios and modem upgrade software download and verification, data recovery and back up
  
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  Systems analyst providing Tier I support, Assist management with daily operations and training personnel
  
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  Production building of Compaq servers, specializing in specification of rack server builds
  

1997. 
      Program Manager, Suncity, Colorado Springs, CO
      

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  Consultation and evaluation of customer needs for different types of hardware and/or software upgrades
  
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  Business analyst, System analyst, Contact Negotiations. Helped company grows and profit. Multiple Hats
  

Help Desk Manager/Network Administrator

- Network administration, data back-ups and recovery, DB2, build and manage helpdesk, trained 25+ employees

Field Tech/Product Demonstration

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  Installation for major companies, building servers for LANs and WANs, servicing and repair of hardware and software
  
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  Application management and QA
  

Bench Tech

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  Troubleshooting and repair to component level PC, servers, printers (inkjet and laser), scanners, and attended training seminars
  

Web Administration

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  Consult with .COM start-ups and help create and host a variety or web method and architectures and tracking WWW trends to meet customer’s needs while keeping to a budget
  

Outside Consultant

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  Consultant for Dyncorp in Columbia, South America to build IT systems in difficult environmental conditions followed by 24/7-support roll out
  

EXPERTISE

Software Expertise

- Avaya Administration - Migration and Refresh - POS, SAP, Clarify - FTP/SFTP - Software QC/QA - Install Shield/Images - SQL, Oracle,DB2 - LAN/WAN

- Application Lifecycle - Remote PC/Server - Tier I,II,III Support - TCP/IP/DHCP

- Server NT,2003,2008,R2,2012 - Web Ware - Microsoft Office 2000 thru 2013 - Wireless Configuration

- Solaris/UNIX/Linux - Sun, Products - System Ghosting/Configuring - MS - SCCM (SME)

- Disaster Recovery/Securities - VERITAS, Altiris - Digital Imaging - Mac OSX (Config.)

- MS, 95/98/NT/2000/XP,7,8,10 - Windows Script Host - Image Scan and repair -Firewalls/VPN

- Parallels Desktop - VMware/Server/Desktop - Citrix (All Products) -System Validation

- Malware/SOFOS - NAS, SAN, - Securities Applications -All Symantec SW

- Adobe CS Suite, Acrobat - MS Exchange - Sharepoint/Sandbox -Active Directory

- BMC Remedy/Suite - CA Center/Authentication- Spicework ,Revelation -McAfee IronMail

- Trend Micro Products - Symantec Altiris Product - JAMF Casper Suite - AirWatch

- Open mobile iPass - Centrify - Software/Asset Management - Flexera

- Process Management -Office 365 -Solarwinds -Training Document

Hardware Expertise (including repair)

- Biometrics - Facial Recognition - Complete Diagnostics - Q.A.C. (ISO)

- EMC2 VNX,VMAX, Clarity - WIFI Networks - Benchmarking - RAID Server

- PC/Tablet Repair/Upgrades - QUALCOMM’s/Tape - Cisco Series Hardware Routers /Switches

- Routers /Switches - Ent.Server Repairs - Firewalls-Juniper/Sonic wall - VERITAS, Altiris

- Cabling - Smart Phones BB, - Blade Servers - Bluecoat, Baracuda

- Printers (inkjet/Laser/Thermal) - Scanners/Plotters - Apple Hardware - POS Hardware

- 3D Printers - Data Centers - Dell/HP/Lenovo/IBM - MPLS/VPN, VPLS

- IOS/iPhone/iPad -Avaya/Polycom/NEC - Lifesize/Video Conference - HP DL G6-Gen8

- Digital Signage -Storage Arrays -Telcom Equipment - RSA (ACE) - Avaya Hardware - Juniper Router - Cisco Catalyst 6500, 4500,3750 and 2900 series switches

- F5 Load Balancer - SAN Solutions Hardware- Mobile Admin - Nutanix

- Meraki/Aruba Wireless  LAN Controllers, Access Points and Aruba Airwave

CERTIFICATIONS/TRAINING

- MCSA: Windows Server (2003) - MCSE:NT, Windows Advanced Sever (2000-2012R2)

- A+ Certified (1990s) - Windows NT Server: Admin, Securities, Profiles, Desktop Apps (2000, 2008)

- VMWARE 5.0,5.5,6.0 - Cyber Security/FATCA/Anti-Money Laundering(JPMorgan 2015)

- Net + - Juniper VPN - Web Hosting

- SCCM 2007 -IAM/IDM - PMP (2004)

- Office 365 - Windows OS 2000-Windows10 -Dell SonicWall/KACE

- Security + - Agile Certification - CISSP Certification (2004)

- Server + - Cisco: CCNA, Training/Labs/OJT -Routing & Switching

- Altiris - Remedy/Service Now - Symantec firewall and anti-virus

- Audio/Video Conference Bridge - Cisco/Polycom/Avaya - Avaya Administration Cert. Ver.6

- Apple Certification and classes - ITIL v3 Foundation - Certified Program Management

- Apple Certified Support Professional 10.6

- Apple Certified Technical Coordinator 10.6

- Apple Certified Deployment Specialist 10.6

- Apple Certified Directory Services Specialist 10.6

- Apple Certified Systems Administrator 10.6

- Apple Certified Support Professional 10.7

- Apple Certified Technical Coordinator 10.7

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  - Apple Certified Support Professional 10.5
  

- Apple Certified Security and Mobility Specialist 10.6

- Microsoft Exchange Server: E-mail Administration

SPECIAL SKILLS

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  Managing teams of 25+ employees, training, and mentoring individuals to achieve high levels of success
  
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  To quickly adapt to any and all changes in the industry and train fellow colleague in those changes
  
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  Ability with demonstrating and training in ways people can relate and retain information
  
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  Quick understanding of all technologies I come in touch with and finding their benefits and draw backs
  
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  Always thinking outside the box for best practices, ideas and cost effectiveness
  
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  Proficient with both hardware and software and how they relate to business
  
• 
  Always a team player that thinks positive and works with everyone to achieve personal and company goals
  
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  First Aid trained- Corporate First respond
  

Notable Awards/Recognition
Employee of the Quarter (6 Times) Sun City

Customer recognition award (For going above and beyond) Sun-City

Award for 3 Pending Patterns in Bio-metrics Polaroid Corporation

Team Support Award (3 Times) Polaroid Corporation

Project Manager Completion Recognition award (9 Times) Polaroid Corporation

Implementation Success Award Polaroid Corporation

Customer Appreciation recognition (20 Times) Polaroid Corporation

Spot Bonus for Above and Beyond (4 Times) Polaroid Corporation

#1 Sales for region (4 Times) Comcast Corporation

Recognized for Team Spirit (3 Times) Comcast Corporation

Recognized for Proficient Calls and Customer Support Comcast Corporation

Top 10 Sales- Regional (All but one quarter) Comcast Corporation

Recognized for above in beyond team support Timberland Corporation

Spot Bonus for going Above and Beyond Timberland Corporation

Recognized for highest level of ticket resolution (Every Month) Timberland Corporation

Recognized for Above and beyond support and resolution Bottomline Technologies

Recognized for Excellence in C1 (21 Times) Bottomline Technologies

Spot Bonus for going Above and Beyond (4 Times) Bottomline Technologies

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