Jose Serrano Email & Phone Number

Portsmouth, Virginia

Responsible for handling first level and escalated support of service requests involving user issues, workstations, printers, networks and vendor specific hardware and software in support of city operations; support ticket management for various end user requests. Installs, administers, tests, maintains, and troubleshoots the department’s hardware and software; responsible for resolution of problems with personal computers and related equipment; configure, monitor and maintain desktop systems, deploy operating system.

Norfolk, Virginia Area

*Received and resolved a daily average of 45 calls for service ranging from IP reservation, Outlook Client 2003/7/2010 troubleshooting, to Citrix connectivity issues and so on. *Maintain and advance level of understanding of the Sentara HealthCare application systems, network and server environment to provide optimal support. *Conduct effective handoff of incidents by asking clarify questions and receiving clarifying statements. Ensure co-workers and myself are following policy specific processes while conducting the handoff.*Where possible make suggestions to improve implemented policies and guidelines.

* 100% successful completion rate on all Tier III Help Desk issues that overflowed to the NOC* Managed Windows OS and Security Patch Management process, by working with the 62 individual Small Business Customers (SBC), I was able to decrease the percentage of non-up-to-date servers and workstations to 20 devices out of 340 devices, approximately 6% of total devices supported.* Established workflow process to gather real numbers regarding backup successes and failures, which covered backup software such as Kaseya Acronis, Veritas NetBackup and Backup Exec, NT Backup, Windows Backup and other third party backup solution for monthly client company reporting.* Raised the Backup success rate. Only 20 out of 62 (32%) SBC were consistently having successful backups, I increased this number to 55 out of 62 (88%) SBC with consistent successful backups. The remaining client customer could not afford to replace degraded hardware and were willing to continue with the status quo.* Implemented Manufacturer update process to ensure all servers regardless of manufacturer were up to date with manufacturer hardware (BIOS) and OS updates. In a couple of occasion these updates save the client company from having to purchase new hardware.

I remotely managed the day-to-day operation of 100+ Windows/Intel/HP Platform servers. Created and/or updated policies, procedures, and scripts for my team to utilize. Engage in fostering relationships with the company's individual business units (BU), to insure better communication and understanding of any internal processes, compliance regulations, and accountability from both my team and the (BU). Continuously conduct reviews of hardware and software to insure cost effectiveness is maintained with every decision to purchase and/or redeployment. I am also working on the "Top Ten Worse Servers" in the Enterprise. We identify prevailing issues and through research we provide a permanent resolution.

I influenced final decisions that have a significant impact on the support of the server environment of the department, business unit or company. I've provided analysis, recommendations, consultation and expert advice. Evaluate, diagnose, troubleshoot and resolves complex technical issues. Provide training and technical support on new technologies and complex issues. Lead teams in planning and implementing complex subsystems. Participate in testing and implementation of new technologies that meet business needs. Create and maintain system documentation. Perform system administration and operating system support including OS installation and configuration. Manage system upgrades, enhancements, migrations, server downtime, and integration and releases of software to QA, production and disaster recovery environments. Perform data back-up and recovery support. Track and analyze usage and performance and recommends corrective action. I've been responsible for security and assisted with disaster recovery for large/complex systems.I can work independently to achieve management/department goals. Work on assignments where considerable judgment and initiative are required in resolving problems and making significant choices, recommendations, or decisions. I have advanced knowledge of operating systems, server platforms and data storage platforms. I have advanced knowledge of system installation, configuration, logical partitioning, back up and recovery methodologies, and fundamentals of security. I also have advanced knowledge of server commands and ability to create complex scripts. I have strong written and verbal communication skills to include technical writing skills

Perform a variety of network management functions related to the operation, performance or availability of data communications networks. Maintain servers with up-to-date patches, security fixes and service packs. Conduct the daily backup of servers. Install, configure, maintain and troubleshoot all PC/laptop hardware, printers and other peripherals. Establish new user accounts on the network granting access to required network files and programs. Troubleshoot network/user problems, present resolutions. Participate in major network installations and upgrades. Perform other job-related duties and responsibilities as may be assigned from time to time.Install and configure servers with Windows 2000 and then applied major enterprise banking applications such as Harland Financial (CFI) Deposit Pro and Lending Pro, Deluxe ONE for Windows, STAR (AWS), Kirchman Corporation /Kirchman Bankway Enterprise, Captira’s Enterprise Fax Solution, Administrator and configure Bank Imaging System Servers, Work with System Integration on creating Standardized Bank Server Image Build. In charge of Countrywide Financial Centers roll out. Monitor Bank nodes within the enterprise via HPSIM 4.2 Run queries via SMS.

Associate, Network Administration

Activities and Societies: Currently attending school for Network Administration

Associates, Systems Engineering

Diploma, College Prep