John D Cilwa_Resume

John D Cilwa_Resume

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  John Cilwa 1901 WGermann Rd #3025 480 274 8035 Chandler,AZ85286 [email protected] SUMMARY  Proficient in all aspects of computers and mobile technical support-including: troubleshooting, testing, repairing and training.  Analyzed, diagnosed, and resolved multi-faceted issues in Oracle databases.  Configured and installed hardware,software,and peripherals for both servers and personal computers.  Extensive knowledge in Windows, Mac and Android operating systems.  Excellent communication, problem solving, and interpersonal skills.  Experience in marketing, graphic design, and visual communications. JOB DUTIES & EXPERIENCE Cognizant- Senior Systems Executive 11/15-Present Project-Ventura Foods  Reset Passwords  Create tickets in Service Now  Answer inbound/outbound call  Escalate tickets and follow up with user through ticket system  General troubleshooting before escalation  Troubleshoot Outlook/repair profile  Assist Remote user to connect to Global Protect  Troubleshoot and install VPN  IE 11 and 10/Proxy setting/LAN settings  Assist users to create a request  Download and install software as per users request  Install printers and printer drivers  Troubleshoot company iPhone/iPad  Troubleshoot Citrix XenApp  Remote troubleshoot with DameWare and GoTo Assist  Download Java and edit Java settings  Configure and create AS400 sessions  Troubleshoot JDE software  Use VMware  Active Directory  Administrative Tools. Liquid Color Painting, LLC. Owner. 6/14-Present  Create and maintain website to generate prospective clients  Set up appointments to create estimates  Hire any necessary labor needed for the job, based on size.  Oversee the outcome will meet the customers satisfaction.
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  John Cilwa 1901 WGermann Rd #3025 480 274 8035 Chandler,AZ85286 [email protected] Field Applications Support Team Lead, ATS American Traffic Solutions, Inc. 06/13-06/14  Acted as assistant manager, during manager's lengthy absences, overseeing 4 team members.  Wrote correspondence and reports for other managers  Created training materials for new processes and new hires.  Worked with developers on system enhancements, including discovery, development, and testing to handle current workloads more efficiently.  Reduced costs by reducing the amount of dispatched tickets the team sent out to field service agents by using creative ways of fixing remote equipment remotely.  Worked with the engineering group to migrate the older LCI to the new ATS.  Configured, diagnosed, and reported potential issues to improve the performance and efficiency of the LCI-to-ATS migration.  Maintained and monitored a bank of 50 servers.  Set up staff workstations with PCs, phones and laptops.  Presented many innovative, time-saving approaches to equipment and materials organization as well as ways to simplify and save money on client communications using FTP.  Established criteria for each milestone within the product roadmap as a means to measure developmental progress.  Assisted management in various tasks including helping other team members with questions and concerns and new hire decision making. Field Applications Support Technician American Traffic Solutions, Inc. 07/11-06/13  Performed remote system support to field service technicians and clients including DVR setup, configuration, troubleshooting and video processing and requests.  Managed FTP video transfers from the office to the client.  Performed root-cause research and analysis for suspected DVR problems.  Trouble-shot data loss for video recording equipment.  Maintained LCI (camera/server) sites through monitoring, reporting, and updating applications.  Worked with the engineering group to migrate the older LCI to the new ATS.  Configured, diagnosed, and reported potential issues to improve the performance and efficiency of the LCI to ATS migration.  Monitored, reported, and processed data issues in TSAM/Oracle,DVisualizer, and TOAD.  Reported violation errors to Escalation teams. Reporting Data backed up to TSAM Developers.  Fixed mismatch inline text in the config files in the Database.  Setting up config files in the back end of TSAM/Oracle for new clients.  Monitored, reported, and processed data issues in TSAM/Oracle, DVisualizer, and TOAD.  Reported violation errors to escalation teams.  Monitored database integrity and operation, reporting issues to the TSAM/Oracle team.  Wrote and edited database config files.  Archived database error items as needed.
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  John Cilwa 1901 WGermann Rd #3025 480 274 8035 Chandler,AZ85286 [email protected] Technical Support Supervisor, ASAP/AT&T,Mesa,Arizona, 08/10-07/11  Acted as an ID administrator for all new hires. Set up and configured computer and database access for all new employees.  Trained over 150 new hire employees over the course of 6 months on all aspects of providing Tier II technical support in conformance with both AT&T operations and ASAP standards.  Assessed employee competence and attitude during their probationary period.  Developed training materials and web support materials for new hire classes and created a schedule bid in EWFM Software. Tier II Technical Support Specialist, ASAP/AT&T,Mesa,Arizona, 12/07-08/10  Configured and troubleshoot problems regarding Internet connectivity for wireless, Ethernet, and Cat 5 modem connections.  Directed premise technicians regarding installation and repair/replacement for residential gateway (RG), DVR’s,set top boxes (STB’s),VOIP,personal computers, printers, and cell phones.  Handled 37+ work tickets per day while at the same time maintaining customer satisfaction and excelling beyond company expectations.  Identified or clarified customer troubleshooting needs for various cable, internet, and phone issues.  Assisted in a variety of ad-hoc projects received from upper-management.  Worked regularly with networking technologies including, but not limited to: TCP/IP,DNS server,and firewalls. Visual Merchandiser Manager - Dillard’s, Mesa/Arizona 11/06-12/07  Performed technical duties including monthly POS system security updates. In charge of downloading scanner inventory information into the store inventory database system.  Provided hardware and software support for POS systems and PC’s and troubleshoot such problems.  Trained employees on the concepts of Plan-o-grams, display and merchandising techniques, visual concepts,scanners,and POS systems. Graphic Designer- High Line Graphics, Peoria/Arizona, 03/04 -11/06  Published 10 different design projects (Clinique poster, St. Stephen’s Church, Gage Chiropractic, etc.)  Created business logos, suites, promotional items, vinyl signs, and websites.  Learned and became proficient in the Flexi software program, Adobe CS, MX, and Quark Express.  Proficient in vinyl cutting, the XY Pro Series, and both Mac and PC applications and hardware.
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  John Cilwa 1901 WGermann Rd #3025 480 274 8035 Chandler,AZ85286 [email protected] TECHNICAL SKILLS HARDWARE SKILLS:  MAC/PC desktop and laptop setup, Motherboard CPU,Memory Ram, Storage ATA and SATA, PCI Cards and Network cards, Power Supply, Audio and video setup, VOIP,printers, scanners, Cams, audio and video LCD/TV,Projectors, surround sound entertainment setup COMPUTER NETWORKING:  Routers, computers, cell phones, entertainment equipment, TCP/IP,LAN/WAN,VPN,Systems, Network, IP blocker’s, Bluetooth, USB, fire wire, Cat5, Cat6 OPERATING SYSTEM:  Microsoft Windows Server, The Linux Server, Window XP, Window Vista, Window 7, Window CE 6, Mac os X, Linux Red Hat, and Android COMPUTER SOFTWARE:  Oracle Databases: TSAM-data server, DbVisualizer, TOAD. Mail Client: Web Mail, Windows Mail, Outlook, Mac Mail, Entourage Security: McAfee, Norton, AVG Mac: Abode cs4 master collection, Macromedia Studio MX, Office 2008 for Mac and Windows Remote desktop: Windows Log Me In, Remote Desktop, Mac: Log Me In, Remote login, Apple Remote Desktop, VMware Fusion. Web Browsers: Internet Explorer 8, Safari 4, Opera 10[15], Firefox 3.6, Chrome 4 FTP: Filezilla EDUCATION Associates Degree in Arts- Graphic Design and Visual Communications May 2000-2002 Collins College, Tempe-Arizona. ACTIVTIES AND REWARDS  Service star awards in regards to customer satisfaction (5 awards)  Won National Wacoal Visual Merchandising Display Event (06/07).
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  John Cilwa 1901 WGermann Rd #3025 480 274 8035 Chandler,AZ85286 [email protected] ProfessionalReference List Mrs. Heather Wright Schlichting Internal Communications Program Manager American Traffic Solutions (ATS) 1330 W Southern Ave Tempe, AZ 85282 (480) 443 - 7000 [email protected] Mr. Jay Terronez Site Manager AT&T/ASAP AT&T Building 3 1355 W University Mesa,AZ 85201 (480) 272-9309 [email protected] Mr. Dale Hermesch Tier II Technical Support Trainer AT&T/ASAP AT&T Building 3 1355 W University Mesa,AZ 85201 (480) 606-1936 [email protected] Ms. Deidra Andrews Store Manager Dillard’s Superstition Springs Mall 6545 E. Southern Ave Mesa,AZ 85206 (480) 832-1247 [email protected]