Management and Systems Engineering Resume for

Antonio V. C. Martinelli
Antonio@AVCMartinelli.com – Home Address and Phone Number Available Upon Request

SUMMARY

Self-motivated, highly committed individual with an in-depth knowledge of most electronic devices used in our modern world. Possess strong and intuitive troubleshooting and diagnostic skills, and an impressive repair turn rate. Very strong aptitude for learning with natural abilities in problem solving and visual analysis. Excellent written and oral communication skills. Experienced and very skilled with working on large projects alone, in a group, or managing and motivating a small to medium-sized team.

Experience

2007 – 2010 Nextend, LLC (Formerly R3 Systems Group), Franklin Park, IL:

Systems Analyst \ Systems Engineer:

• Engineered and administered computer diagnostic, data eradication, and imaging production lines using Cisco network equipment and HP Storage Servers, configured to deliver task-specific software via PXE. This overhaul of the company diagnostic and data eradication processes resulted in a massive increase in billable labor per client, and the ability to accommodate more clients in the same amount of time, thus heavily multiplying revenue streams.

• Designed, configured and administered a Windows Server 2003 \ Symantec Ghost Solution Suite 2.5 server environment for creation and restoration of a dynamic library of system images. This system was used in the production area responsible for 100% of returns processing for the IT hardware giant, CDW, until it's eventual replacement with a Zero-Licensing-Cost solution (see below).

• Adapted the above system to also be used for image management of generic workstation units, allowing sales teams to plus-sell operating system preload and configuration, without drastically increasing wait time for their customers, or overhead cost for our production centers.

• Subsequently engineered a replacement operating environment using CentOS, Diskless Remote-Boot Linux (DRBL) and the CloneZilla suite to provide DHCP, PXE, TFTP, diagnostic and disk imaging services to replace the expensive Ghost and Windows solution, further decreasing operating costs and increasing per-unit sales margins.

Enterprise Server Technician:

• Evaluating of the following types of decommissioned equipment to test for functionality and viability in the wholesale market:

• IBM RS6000, P5 and P6-series systems \ mainframes

• Sun Microsystems Sparc- and Opteron-based systems

• Cisco networking equipment

• Apple Servers and workstations

• Managing client data eradication using Sun Solaris 10, IBM AIX 6, and Ubuntu Linux-based servers to perform hundreds of drive erasures per session

CDW Returns Processing Technician:

• Troubleshooting and repair of IBM and Lenovo X-Series Servers

• Troubleshooting and repair of HP \ Compaq x86, x64 and IA64 Servers

• Troubleshooting and repair of HP 10xx, 12xx, 13xx, 15xx, 35xx, 4xxx, 5xxx, 7xxx and 8xxx Laser Printers.

2007 – 2008 Butler International Ft. Lauderdale, FL:

Chicago-area Retail Network Technician

• Coordinate onsite job ticket assignments with the Main Office in Maryland to enure arrival times and technician duties are properly communicated to local retail management

• Decommission DSL installations for Limited Brands stores which were being moved or remodeled. This included Victoria's Secret, Pink, Bath & Body Works, C.O. Bigelow, La Senza, White Barn Candle Co. and Henri Bendel locatrions

• Work with remote Verizon Network Operation Centers to perform installation of DSL equipment in Limited brands stores using Juniper and US Robotics network hardware.

• Perform site surveys of entire indoor and outdoor shopping malls to prepare for migrating from an ISDN credit card system to DSL. This was done by making measurements and taking large amounts of digital pictures, and providing these to engineers via FTP.

• Communicating with remote planning and equipment staging teams to ensure proper systems are engineered, and appropriate amounts of media such as cabling and power extensions are sent for the installation technicians

2000 - 2007 Micro Center, Inc. Westmont, IL:

Service Manager (part of Sr. Management Team),

• Backup for both Operations and Sales management. Keyholder for all secure areas of the building, including outside doors.

• Verifying billing procedures, client interaction and notification, and managing parts receiving and distribution.

• Analyzing daily and weekly shop reports to devise and implement action plans for addressing shop needs in a drastically dynamic environment.

• Analyze monthly and yearly Profit and Loss reports to devise budgetary plans regarding shop expenses, payroll, and technician incentives

• Coordinating technician training by setting requirements and timelines for all technicians, thus maintaining the proper number and level of certified technicians for retaining various OEM service authorizations.

• Working one-on-one with technicians to devise individualized plans for constant improvement in knowledge, certification, and various workplace goals set by the corporate office, and to develop them into fallback Technical Support or management personnel

• Heavily training technicians in proper telephone and face-to-face communications with all knowledge levels of clientèle

(Continued)

• Devise in-house practices and incentive plans to encourage technicians to exceed goals and expectations set by the corporate office

• Travel to new and existing stores country-wide to assist with training new managers and technicians, and assist with struggling stores in devising action plans to help achieve required goals

• Participate in weekly Service Manager conference calls to discuss issues and concerns, learn about upcoming changes, and share strategies with other managers

• Attend annual Service Manager conferences in Columbus, OH to discuss the previous year's performance, and new ideas for those which are upcoming

• Lectured at the 2006 Service Manager Conference to present information on how to train technicians and other support personnel to consistently provide top-tier customer service

• Ranked in the top 5 service departments company-wide, while regularly achieving #1

• Developed a service department which played a major role in winning the Customer Service of the Year award for FY 2000 – 2002 and 2004

• Wrote several Standard Operating Procedures which were instituted for company-wide use.

Technical Support Rep,

• Physically maintaining and expanding the building’s Cisco-based network, including modifying network maps, submitting requests and changelogs to corporate office, and integrating additional servers, switches and routers, as well as upgrading existing ones.

• Facilitating face-to-face technical support on all aspects of computer and networking setup and diagnostics.

• Conveying advice and troubleshooting information in a manner understandable by all knowledge levels of clientele, taking the necessary time to ensure they received the help they needed to make the proper decisions, and always left satisfied.

• Troubleshooting and repairing store equipment such as point-of-sale units, register drawers and signature pads, as well as impact and thermal printers.

• Hosting monthly public in-store seminars on “hot” technologies and topics such as Wifi administration, Linux usage and Media Center configuration

Lead Technician, Lv. III (Highest)

• Troubleshooting and repair of PowerPC (Macintosh), x86 & x64-based computers, along with peripheral devices, including scanners, printers and fax machines.

• Assisting lower-level technicians in improving their skill base, and customer service skills, and develop them into potential Lead Technician replacements

• Manage daily operations of the Service Department to leave the Manager free to address more pressing matters

• Take on one-off and special projects or situation assigned by the Service Manager that required high levels of skill or tact

• Most Productive Technician for every fiscal year

• Completing a location record of over 4900 work orders in the 3.5 years served as a technician, ranking in the top 5 company-wide. This includes the assembly of over 100 custom-designed personal computers and servers.

Previous to 2000:

• Contracted IT-related employment, while attending college courses for related experience and knowledge.

Notable Technical Skills

Certifications

• Cisco CCNA courses recently completed; certification will be obtained shortly.

• CompTIA A+ Certified Computer Technician

• Apple Certified Desktop Technician

• Apple Certified Portable Technician

• HP and Compaq Certified Computer Technician

• Lenovo Certified Desktop and Laptop technician

• HP Certified Laser, Inkjet and Scanner Technician

• Canon Certified Printer and Fax Technician

• Epson Certified Scanner and Inkjet Technician

• OKIData Certified Technician

• Member of the Mensa International