John D Cilwa_Resume

John Cilwa
1901 W Germann Rd #3025 480 274 8035
Chandler,AZ85286 johndcilwa@gmail.com
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.

John Cilwa
1901 W Germann Rd #3025 480 274 8035
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.

John Cilwa
1901 W Germann Rd #3025 480 274 8035
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.

John Cilwa
1901 W Germann Rd #3025 480 274 8035
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).

John Cilwa
1901 W Germann Rd #3025 480 274 8035
ProfessionalReference List
Mrs. Heather Wright Schlichting
Internal Communications Program Manager
American Traffic Solutions (ATS)
1330 W Southern Ave
Tempe, AZ 85282
(480) 443 - 7000
Heather.Wright@atsol.com
Mr. Jay Terronez
Site Manager
AT&T/ASAP
AT&T Building 3
1355 W University
Mesa,AZ 85201
(480) 272-9309
Edward.Terronez@att.com
Mr. Dale Hermesch
Tier II Technical Support Trainer
AT&T/ASAP
AT&T Building 3
1355 W University
Mesa,AZ 85201
(480) 606-1936
dalehermesch@att.com
Ms. Deidra Andrews
Store Manager
Dillard’s
Superstition Springs Mall
6545 E. Southern Ave
Mesa,AZ 85206
(480) 832-1247
deidra.andrews@dillards.com

John D Cilwa_Resume

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