DETERIO ALLAN MOSS E-mail: deteriomoss@yahoo.

com Mobile: 410-914-7720 Address: 2725 Walbrook Avenue, Baltimore, MD 21216 IT MANAGER, TECHNICAL ENGINEER, AND SYSTEM ADMINISTRATOR: Employs comprehensive technical acumen, business management expertise, and team leadership to identify and address client needs, providing high-level technical support and problem re solution. Enhances service quality and customer satisfaction by designing proce sses and training that elevates support personnel capabilities. Communicates ef fectively with senior executives to convey strategies for implementation, mainte nance, and upgrades of critical systems. Key Competencies: Process Design * Research & Analysis * Hardware/Software Insta llation * Strategic Planning * Performance Tuning * System/Network Administratio n * Technical Support * Project Management * Hardware/Software Config uration * Problem Resolution * Documentation/Reports * Cross-Functional Team Coo rdination PROFESSIONAL OVERVIEW Dell Computer Corporation SENIOR TECHNICAL ENGINEER 2007-Present Provides Level II and Level III technical support in a call center environment, handling complex escalated issues related to hardware, software, storage, networ king, and virtualization. Disseminates technical information to Windows and UNIX administrators regarding installation, configuration, and operation of Equal Lo gics IP-based SAN. Advises field personnel and clients in removal and replacement of damaged or failed components. * Trained and developed third-shift support staff during an expansion period; te am assisted foreign and domestic customers/partners with mission-critical IT iss ues, achieving a satisfaction rating in excess of 93%. * Compiled and analyzed data for a newly implemented ACD telephony system; devel oped phone handling procedures, reduced dedicated engineering resources, and imp roved customer/employee accountability. * Researched and presented infrastructure modification and improvement plans to internal and external stakeholders for the expansion of critical business applic ations/equipment; won 98% approval. * Authored and distributed technical documents for customers and support staff t o elevate team capabilities and reduce customer call volume. Iron Mountain, Inc. STORAGE ADMINISTRATOR 2005-2007 Served as Storage/Backup Administrator in a 24x7 environment, documenting and pr esenting operational success rates for more than 400 terabytes of daily backups and 4 petabytes of storage capacity. Maintained and updated disaster recovery p lans as needed, performing daily backups and test scenarios. * Planned, installed, and maintained Netbackup and NAS related activity in multi ple remote environments. * Conceived and implemented project plans for a regional network area storage an

d backup solution for development and production environments. * Managed new and replacement equipment purchases, evaluating equipment and vend ors, testing potential acquisitions, and verifying functional of product install ations in locations nationwide. Sun Microsystems, Inc. HARDWARE/STORAGE TECHNICAL SUPPORT SPECIALIST 2000-2005 Delivered technical support and problem resolution to UNIX administrators and fi eld personnel in regards to Suns direct and SAN attached storage devises and relate d software applications. * Developed and documented procedures for analyzing, identifying, and correcting complex technical problems within customer environments. * Organized cross-functional teams between multiple departments to address issue s effecting performance for customers; improved service quality and client satis faction through proactive problem solving. * Provided Level I/II assistance as a technical support engineer for the call ce nter; supported all versions of Veritas File System, Volume Manager, Netbackup, Sun, and StorageTek tape and disk-based products. * Mentored administrators in installing and maintaining Solaris updates, live up grades, and software and platform patching as well as server hardware replacemen t procedures. * Awarded and promoted for providing outstanding customer service and meeting es tablished SLAs. EDUCATION AND CREDENTIALS MBA (Cum Laude) RIVIER COLLEGE BS, Business Administration (Magna Cum Laude) RIVIER COLLEGE Certified Solaris Systems Administrator Sun Certified Backup & Recovery Engineer Sun Certified Data Management Engineer

TECHNICAL PROFICIENCIES SQL * UNIX * ACSLS * NFS/CIFS * MS Exchange * Veritas Volume Manager * DB2 * L inux * VMware * Data Ontap * Aptare Monitoring * Acopia Disk Virtualization * SA N * Oracle * Windows * Sun Solaris * Veritas Netbackup * Veritas File System s NDMP * NAS * HP-UX * MS Office * Equal Logic * iSCSI Disk Storage * Solstice D isk Suite & Backup