Boris Shaulov

Experience

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  Interactive College of Technology

  Aug 2007 - Mar 2011

  System Network Administrator

  Data Center Planning, Implementation, & Maintenance – Responsible for all software imperative to daily functionality of the college nationwide. Also maintained data center equipment such as servers, UPS’s, switches, phone systems, cooling mounts and more. Oversaw all IT operations in 9 Campuses all across the United States.Ensure Data & Voice Functionality- Maintained LAN’s and WAN’s through switching/routing tables as well as corresponded with vendors such as Paetec and Digitel to ensure any network issues behind the d-marc or phone system, respectively is taken care of properly. End User Productivity Support – Ensured all systems in Data Center and client workstations functioned correctly while creating the organization’s technical records for support KB. Special AchievementsMigrated campus to a new building in Greenspoint, Texas while on a strict deadline to install a new lab in the other two campuses in Texas. Built several new Data Centers for the company and segmented the student network from the administrative network at the main campus in Chamblee, GA while in the midst of renovations at the buildings. Built the entire network and data center for Peachtree Credit (sister company) with the assistance of one work-study in under two business weeks. Show less

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  Network Computer Pros

  Feb 2013 - Jan 2014

  Remote/On-Site Network and Desktop Technician

  -Provided Remote support for a number of businesses both local and international.-Took incoming support requests, which I entered, maintained and updated from the Connectwise ticketing system, which I was trained in during the first week of employment along with LabTech and Level Platforms Asset Managment/Monitoring systems.-Performed In-House repairs, configuration changes, and upgrades to Desktops and servers which had been dropped off by client or picked up from client's office.-Went on site to many client offices to perform onsite installations and upgrades to the network, systems, and other on-site required tasks. Show less

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  TechPlus

  Apr 2014 - May 2015

  Network Administrator - Managed Service Tech

  • Independent Ticket Resolution - Position included the ability to work from home office, which required discipline to be readily available for any possible service issues submitted through either email, phone call, or automatically generated by on-site monitoring agent. This position demanded precise documentation to account for all time billed to the client. Dedication and commitment for the trade was imperative in maintaining customer satisfaction. Consequently, regardless of how the ticket was conveyed, it was my responsibility to create a work order (using ManageEngine ServiceDesk Ticketing System), to complete the request while accommodating the clients schedule, and documenting time spent, work performed, and supplies used to complete the task. • Consultant/Installer/Support Technician - Income was commission based and therefore the documented time was allotted to payroll. Certain circumstances required traveling to client’s site to complete repairs, perform installations, implement custom PBX phone systems, and even ISP cut-overs. Additionally, the position required “on call” availability for emergency requests, and the ability to go on-site quickly to resolve mission critical services.• Accomplishments - Several MS Server 2003 to 2012 r2 migrations, planning and implementing group policy and user account permissions, and countless ISP cut-overs including pre-preparation of cabling for Comcast installers. Show less

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  Wipro

  Jul 2015 - Jun 2017

  Service Desk Analyst

  • 24x7 Service Desk Support - Position included the requirement to work odd shifts as needed to satisfy Service Desk Requests for a major Conglomerate company “HARMAN” and to satisfy the requests within a given SLA target for thousands of users internationally. This included users in Asia, Mexico, America’s, UK, Germany, Belgium, Russia, Denmark, and other international countries which may or may not speak fluent English. The requests varied from resetting passwords, troubleshooting network issues, troubleshooting domain account issues, performing PC maintenance to resolve issues with software compatibilities, and numerous other issues ranging from simple unlocks to extensive registry modification using web-ex and other remote desktop protocols. • Manage and Maintain SLA / Remedy Ticketing System – Learned and used the Remedy ticketing system to manage and maintain hundreds of tickets at a time and assigning them to correct resolver groups. Using my knowledge of the company and of Network and Systems Administration I was responsible for insuring the ticket was responded to within a given Service Level Agreement and also resolved or assigned properly within the same SLA. Additionally, I was given the requirement to work with Asia Pacific countries and I was able to work closely with the other IT Staff there, while having to learn different protocols and procedures to verify issues resolved for that group as well. Show less

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  Trident Seafoods

  Mar 2018 - Aug 2018

  Network Administrator

  • End User Support - Perform numerous work maintaining end user applications and hardware. Concurrently work on a number of projects as well as Break/Fix issues, ensuring to meet strict deadlines and adhere to both company policy as well as BRC Certification standards for food safety regulations. Work independently of a larger team to support and propel the entire food plant network into the future of technology through consistent project implementation.• Surveillance System Support and Maintenance - Maintain and monitor camera systems, personally installing new line and mounting cameras and monitors when needed.. • Windows Network Infrastructure Support – Maintain and administer Active Directory profiles and group policy for entire site, as a segment of larger enterprise domain. Show less

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  Crossover for Work

  Sept 2018 - Nov 2019

  Customer Support Engineer (L2)

  • End User Support – By way of Salesforce as well as Zendesk, I supported a number of different large corporations such as Apple, Western Union, S&P, and other global conglomerates with their software which was owned and supported by ESW Capital, an affiliate and parent company of Crossover. Software I supported included but was not limited to FaxMaker, LanGuard, OneGuard, and Jive Cloud and Hosted solutions. Support was initiated via a ticket submitted via online portal, which was then assigned to me to work from triage to resolution. Support metrics and CI2R was reviewed weekly to gauge performance.• Knowledge Centered Services / Imports – My position involved learning everything I could about a product which was recently purchased in order to assimilate the existing support structure into that of Crossover. The goal was create a knowledge base so comprehensive that any support technician would be able to search the knowledge base and provide L1 support on the product, regardless of experience with said product. I personally wrote an uncountable amount of articles on a number of different products to assist with importing the product support team. • ITAR Support – As a US Citizen living on US territory, I was requested to be on-call and provide support for ITAR customers in order to ensure compliance with regulation. I met all the qualifications to support these FEDRamp customers and therefore during my on-call times, I was available to assist any time a case came in that required support. Show less

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  SummitQwest

  Jan 2020 - Jul 2021

  Help Desk Administrator
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  HQ

  Jan 2020 - now

  Customer Support Team Lead

  Guide and build up the support team. Oversee member responsibilities and priorities, while assisting and building knowledge thoroughout the department. Coordinate with different departments and teams to propel new client implementation tasks along with existing customer migrations.Escalated Customer Support - Provide in depth customer support for escalated tier 2 issues. These issues are usually complex and require a strong understanding of system back-end and software integration with different environments.Reporting - Generate and provide regular reports using Microsoft SQL and basic SSRS scheduling. Client and Vendor relations and integrations - Work with clients and vendors to integrate vendor services for new and existing clients. This includes much of the onboarding and intricate analysis of issues. Then, it requires working with several different teams to ensure the final product is working correctly for all clients.Project implementation - Responsible in completing integral steps of several ongoing projects. Everything from ratebook analysis to FTP server configuration. Show less