Dan Burrows Resume
San Antonio, Texas 78233
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HIGHLIGHTS & QUALIFICATIONS

• Data Center Operations Support Engineer
• Client Services Project Management/Implementation
• Network Support Services Engineering  (Switches, Routers, & Gateways)
• Systems Management Support Engineer
• Network Cabling and Infrastructure Experience
• Web site development experience with Flash, HTML5 & CSS3
• 15+ years of experience in Service Desk and Customer Service
• 10+ years of experience working in a NOC environment
• Known for approachability, diplomacy and calm demeanor
• Demonstrated ability to quickly diffuse heated customer situations
• Provided a leadership role in a team environment
• Supported other team members and facilitated in creating a stress reduced atmosphere
• Trained others in the use of applications and in technical support methods
• Excellent troubleshooting and logical problem solving skills
• High level of written and oral communication skills
• Demonstrated ability to meet deadlines, and set priorities

DESIGNING SKILLS

• Developed level 1 and 2 support processes using ITIL Foundation, and wrote the procedure manuals
• Collaborated on the design and implementation for a full infrastructure including the disaster recovery site
• Planned and designed ergonomically safe and efficient work spaces and equipment
• Designed and created my resume website

TECHNICAL SKILLS

• Microsoft Server NT-2016 installation w/Hyper V, implementation, maintenance, and upgrades
• Microsoft IIS  installation, maintenance, administration tuning and support
• Microsoft Windows XP, Vista, 7, 8, and 10 Desktop Support
• Scripting/coding knowledge using Visual Studio, VBScript, WSH, XML, VXML
• Cisco Routers and Switches, Remote Systems Operations/Management
• Cabling, Patching, Labeling/Management (Ethernet, KVM cabling, ISDN, T1/T3 coax/Fiber, etc. for both in-cabinet and between cabinet configurations)
• Operating Systems: Windows Server Windows NT-2012 and Windows Desktop 98/XP/Vista/7/8/10, Cisco IOS
• Software: MSOffice 2000-2013/Office365, AtTask, Helpstar, Visual Studio, Visual Basic, Visio, DHCP, DNS, HTTP, SSL, SSH, XML, DNS, Active Directory, Exchange server, SharePoint, MS SQL 2000/2005/2008, VMWare, Trend Micro, Norton’s, McAfee, Adobe products (Dreamweaver, Flash, Photoshop, etc), and several CRM and ERP applications (Confluence, SalesForce, NetSuite, etc)

PROFESSIONAL EXPERIENCE

ABBTECH, Inc Tucson, AZ

Lead Technician	January 2017 – Present

• Managing a team of 8, and coordinating the imaging and testing of software/hardware, as well as, made sure new assets were added to proper Organizational Units within Active Directory
• Responsible for deploying over 300 desktops/laptops at St. Joseph’s Hospital without interrupting productivity
• Completed CDM forms to keep track of inventory of what was removed and deployed.
• Worked with IS department to resolve any issues with new users not being able to use any of the office/medical applications (MediTech, PACS, Cerner, ImageNow, MS Office, Adobe, and many other medical applications)

AeroTek Tucson, AZ

Intuit Lacerte Support Rep Team Lead (Contractor)	November 2016 – January 2017

• Provided accurate, efficient resolutions to customer issues.
• Contributed to internal and external knowledge base articles using Octane
• Provided accurate case documentation in SalesForce.
• Managed multiple priorities within a fast paced and high volume environment
• Utilized specific software tools and problem solving strategies to solve customer issues and continuously improved Intuit’s documentation/processes
• Primary interface with the customer (assisted and self-support) to get up and running, diagnosed and resolved problems, matched the customer to the right offering, recommended and trained customers how to best use Intuit offerings and other value-added services

Synchronoss Technologies Bridgewater, NJ

Senior System Engineer	October 2007-October 2015

• Directed production support for the LevelOne Virtual Support Center environment, related tools and infrastructure; this included problem analysis and either quick resolution or failover
• Performed advanced troubleshooting for production problems; this included analysis of application and voice recognition platform logs to determine the source of the problem and escalation to the appropriate group for resolution  
• Recorded technical problems and worked through resolutions as tier-2 Support Specialist using Fogbugz, HelpStar, Remedy, Confluence, and NetSuite systems
• Enhanced Tier-2 support for development and systems desktop workstations, peripherals, PC/MAC applications and voice and data network services
• Installed, configured and maintained all desktop and laptop workstations and peripherals
• Created and maintained Microsoft Active Director End-user & resource accounts and implemented multiple Active Directory group policies for over 2000 users
• Developed Sites, Team Sites, Views, Alerts and Knowledge Base articles in SharePoint
• Provided Desktop and Data Center Server LAN/WAN/VPN support (Move/add/Change)
• Implemented corporate security policies by developing Operations Procedures and Practices Guidebook for Operations, as well as, documentation for Tier-1 and remote technical support teams
• Managed Microsoft Exchange Server, and was responsible for configuring user profiles in Microsoft Outlook
• Communicated patiently, clearly and completely with end users
• Attained the status of open production issues and ensured timely resolution
• Collaborated with the QA team to provide problem analysis and escalation to the appropriate department for resolution
• Assisted with virtualization of production servers and migrated to 3rd party cloud vendor using VMware 8
• Provided day-to-day support and maintenance for NetSuite
• Integrated and maintained SuiteScript, workflows, custom objects and forms within NetSuite
• Responsible for Netsuite application performance, deployment and upgrades
• Served as a single point of contact for all technical activities for all Netsuite related initiatives
• Implemented production support documentation, such as run books and installation instructions
• Provided Level 2 support off-hours and weekends according to a scheduled rotation
• Controlled ongoing training and documentation for first level production support team

ClearTran, Corp. A Mellon bank company Parsippany, NJ

Client Services Technical Specialist	April 2003- October 2007

• Provided expert technical assistance and advice for setting up ClearTran Server and Client, Browser, Web Service installations, and created Access, SQL, or ORACLE Databases
• Maintained all daily processes from 1PM-10PM Sun-Fri including holidays
• Ensured 99.9% uptime for the Local Area Network. (On call 24/7)
• Conducted daily backing up of SQL Server databases and monitored success of all back up operations
• Integrated, tested, and evaluated hardware and software within a laboratory environment for special projects
• Spearheaded the building of ~50 Dual Intel Pentium 3 Processor Servers, as well as, installed and configured Operating Systems (Windows 2K Server and Advanced Server) and BIOS configurations
• Installed and configured Cisco Catalyst 5500, Wired up 9 Cabinets with Self-made harnesses, and replaced current connections with newly wired harnesses. This was done for removal of Netgear and Cisco 2900 Switches that were being used. Later taken down for move to Parsippany from Belleville, NJ
• Moved Network to Parsippany for company move. Assisted in Redesign of Network to 6 Cabinets using Cisco 5500 as Core
• Installed and Updated Windows 2003 Standard and Web Operating System on ~25 Servers for the Parsippany Facility.

GSI Recovery Bloomfield, NJ

Professional Collector/System Admin	July 1999-May 2003

• Managed a Portfolio of ~4000 commercial/personal accounts, which were considered uncollectible
• Provided technical support for 2 Servers and 20-25 Workstations running CollectOne Tiger Application and the Predictive Dialer.
• Assisted with LAN Separation from ClearTran, also installed and configured Netscreen 50
• Maintained MS updates and optimized all workstations using Microsoft tools

TECHNICAL SKILS AND HOBBIES

Website creation, computers, reading, movies, the Arts, music, playing trombone, gathering knowledge, nature and the great outdoors.

EDUCATION

University of Phoenix (2013-2014)
Conservatory of Arts and Sciences (1996)
Chabot Community College (1992-1993)
Chandler High School (1991, Academic/General/Technical)

References

References provided upon request.