Ed Morales

5100 S. Delaware St #A104 Englewood, CO 80110 (c) 303.332.4015 (e) em6a2838@w

estpost.net
SUMMARY:
Support the efforts of information technology, including Desktop & customer supp
ort, network & telecommunications, and infrastructure operations. Performs assi
gnments that require initiative and limited independent judgment in the monitori
ng, maintaining, reporting and conducting entry to high level fault finding reso
lution and responds to technical issues and request. Professional working knowl
edge and abilities of standard information systems methodology, techniques, proc
edures and criteria. Exercises limited but increasing judgment in performing ass
igned tasks. As part of normal job duties, maybe required to be in an on-call s
tatus to be able to promptly respond to and address user/customer needs. Flexib
le, with excellent communication, problem-solving skills, leadership, ownership
and negotiating skills. Talented and accomplished Information Technology profes
sional with extensive background in Systems, Network Support, Installation & Gre
at customer services. Multiple certifications in HP, IBM, Dell, Toshiba and A+.
15+ years of related technical experience and plus 8+ years of supervisory expe
rience.
PERSONAL ATTRIBUTES:
* Excellent communication, problem-solving skills
* Outstanding communication and customer service skills and excellent when inter
facing with all levels of staff and e vendors.
* Ability to contribute new concepts/techniques to complete assignments/tasks. I
ndependently and handle most unique projects, task and situations. Supervise oth
ers if needed.
* Handle customer's problems timely and quickly. Escalate issues according to es
tablished procedures.
* Flexibility, willing to work non-standard working time and field-service job.
* Excellent customer service skills
* Some experience with Apple and software

Technical Skills
Operating Systems: Windows 98/NT/2000/XP/Vista/Windows7 & Support MS 2003/20
08 Servers
Networking: LAN/WAN/DNS, TCP/IP, Ethernet, CCM and Cisco VPN
Applications/Tools: MS Office, MS Exchange, McAfee/Trendmirco Virus, Remedy, L
egato Professional Backup, On Remote Control, Netmeeting, AD, Asset Management,
Symantec Data Backup to Server & Citrix
Hardware: 15 Years PC / Server assembly and repair, Hardware/Software Config
uration and upgrades. Work on Dell, IBM, HP, Compaq and HP printers. 15 years t
roubleshooting All software and hardware issues.

PROFESSIONAL EXPERIENCE
Samuel Engineering, Greenwood Village, CO
Network Administrator/SR. IT Technician 06/2007 - Present
* Provide IT/Desktop support in the corporate office as well as those located at
the field sites and travelers
* Responsibilities include network systems and server configuration/maintenance,
end-user support, hardware/software troubleshooting and research and developmen
t
* Windows 95/98/NT/2000/XP. Windows Servers (NT & 2003) Beta tester for Vista &
Office 2007 & 2010
* Provide network support of network equipment, access and installation
* Coordinating IT service and support with client users as required
* Responds to users needs, questions and concerns in an accurate, effective and
timely manner
* When performing duties as Network/telecommunications technician: Install, tes
ts and support WAN/LAN & telecommunications. Responds to and identifies network/
telecommunications problems & expedites corrective action, while referring major
and chronic problems to IT Management.
* Enterprise WAN/LAN (DNS,TCP/IP & DHCP) on an all-Cisco network Including PIX F
irewalls, Cisco Routers, Catalyst Switches, Cisco VPN, Cisco VoIP telephony back
-end systems. Use Call Manager.
* When performing duties as IT customer support: Conduct tests of standard hard
ware and/or software affected using supplied test procedures and diagnostic tool
s. Resolve problems and faults concerning installation of hardware and/or softw
are.
* When performing duties as an Infrastructure operations technician: Perform har
dware and software moves, adds and changes. Migrates data and user accounts (Ac
tive Directory) as required. Data backup according to established procedures &
assures compliance with policy. Escalates problems to a higher level as require
d to assure timely resolution.
* Performs a range of tasks in a variety of contexts without frequent reference
to others
* Identifying and Recommending the use of best practices
* Provide technical assistance to others in IT who perform specific assignments
as delegated
* Striving for Continuous Improvement, standardization and consistency in IT Ope
rations
* Communication IT strategies and goals with users and managers
* Writing Documentation, Procedures and Plans
* Cross training with personnel as required
* Recommending Standardized policies and procedures
* Keep Managers and users up and down the Organization informed with Heads-up an
d Follow-up on technical issues and outstanding actions
* Maintain a focus on high quality Project support
* Utilize all resources available
* Develop and maintain an active IT task log as required
* Identify opportunities to reduce cost & increase productivity
* Keep abreast of technical changes in the IT field
* Participate in the development of and follow Change Management process
* Maintain a high degree of system availability and data protection
* Leverage existing Samuel Engineering knowledge wherever possible
* Better turn-around of IT service to Projects and Users
* Lowered Risk to Project Data Loss and Project Schedule Impacts
* Increased understanding of IT Industry, Technical Developments & Technical Sta
ndards
* Increased value awareness of IT by user groups
* Experience with basic network systems, i.e. Servers, Routers, Switches, cablin
g, wireless.
HP, Englewood, CO 05/1999 - 12/2006
ITO Support Specialist III - SWD/MCI/Verizon Business
* POC/Support MCI 48 CCM servers on the east coast. Total of 3,000 plus customer
s
* Software Distribution (SWD) utilizes On Technologies CCM product to remotely d
eploy applications and operating system updates and patches to MCI PC's.
* Maintained/monitored CCM servers, error and dead client's computers.
* Daily and Monthly CCM projects - Making sure that all the CCM servers/client's
have the latest upgrades. Office 2003, McAfee, Hummingbird and internal MCI sof
tware applications
* Utilized MCI remedy ticket system.
* Contributed new concepts/techniques to complete assignments/tasks
* Handle customer's problems timely and quickly. Escalated issues according to e
stablished procedures.
MCI/Verizon Business Denver, CO 05/1999 - 02/2005
Supervisor / Team Lead - WAN/LAN III
* Supervised team of 6 technicians
* Provided 24/7 support for over 1,000 users desk side and/or remotely which ent
ailed configuration/testing of software installations, Extensive trouble shootin
g software and hardware issues, upgrades and assembling computers and maintenanc
e/trouble shooting with Blackberry & HP printers. Understanding of network topol
ogies and protocols TCP/IP network (DNS, DHCP & etc). Microsoft desktop operatin
g systems and products knowledge. Network Administrator experience with Windows
products.
* Microsoft Windows client server, MS Exchange, Citrix, MS Office and MS Outloo
k.
* Experience with basic network systems, i.e. Servers, Routers, Switches, cabli
ng, wireless.
* Through knowledge of PC hardware/software troubleshooting.
* Acted as Project Manager for Y2K upgrade to include (timelines, computer count
, firmware upgrades, delegation of work assignments, provided and managed check
list for other technicians)
* Point person for remote locations, would travel to sites to assist site techni
cians with PC Upgrades or when site was short staffed. Inventory Control, Asset
Management and IT Equipment Control
* Lead for software upgrades and computer upgrades which included inventory of o
ld computers, rolling out desktop/laptops to new users and asset disposal.
* Meet MTTR/SLA and follow company IT policy.
* Work with other IT departments/groups within company. Emailed customers with s
ecurity, virus and important information that may minimize down time or harm IT.
* Install and maintain windows 95,98,98SE,W2K and XP
* Managed Asset insight rollout which inventories computer hardware, software an
d registers user on computer.
* Responsible for virus (McAfee) clean ups and database updates which included d
esktops, laptops and servers.
* Worked with trouble shooting IBM, Compact, Dell & Toshiba (certified)
* Trained other technicians on trouble shooting hardware and software. Perform y
early reviews.
* Provided daily data backup for Microsoft Office applications.
* Tested, Installed and used Office 2003 (set up for email filters and deleting
emails)
Formal Training: Security, Networking, Windows 2000/XP Server, Project Managemen
t
SageNet(MCI) 04/2000 - 08/2000
Senior Field Engineer
* Computer and Server hardware repair for Denver Metro area for onsite and remot
e locations for MCI centers
* Ordered parts for in or out of warranty computers for urgent issues.
* 24/7 support working with internal IT support for MCI
Vanstar/InaCom (MCI) 10/1998 - 04/2000
Senior Field Engineer
* Computer and Server hardware repair for Denver Metro area for onsite and remot
e locations for MCI centers
* Ordered parts for in or out of warranty computers for urgent issues.
* 24/7 support working with internal IT support for MCI
Laptop Express 07/1996 - 09/1998
Manager of IT
* Managed team of 3
* Hardware and Software upgrades
* Sales (computers, software & hardware)
EDUCATION: AS Degree of Occupational Studies, Computer Networking, College Ameri
ca, Denver, CO