Floyd Vincent Chuter SR.

11815 East Galwan Cir. Houston, TX 77070 * 832-478-5202

E-mail: fc5446ee@westpost.net
OBJECTIVE:
Server Desk Admin:
I have 15 + years of IT Industry experience with superior knowledge of Incident/
Problem management and resolution, ITIL Service Support, with some change manage
ment and project management experiences. I have demonstrated experience working
in mission critical service desk/help desk environments and have strong conceptu
al knowledge of technical aspects of all layers within an IT environment.
System Admin:
I am a computer professional with backgrounds in both system and non-system admi
nistration. I have over fifteen years experience in System Administration and S
oftware Quality Assurance. I am seeking a challenging position that will allow
me to utilize my knowledge while expanding my experience while managing projects
, collaborating with a project team, interfacing with clients and using technolo
gy to build successful solutions for clients.
SQA:
Seeking a challenging position in software analysis or testing, examining and qu
estioning software products in a research
PROFESSIONALPROFILE:
* Solutions-oriented professional with seven years of significant and progressiv
e experience in the information technology field, focusing on heavy, and late (w
eb) client/server-based applications, custom development projects, as well as cu
stomization of packaged products.
* Experience working with project managers and large project teams of 10+ people
from requirements gathering through implementation and support.
* Competent technical person with years of hands-on experience.
* Dedicated, self-motivated achiever who is committed to success and capable of
juggling multiple tasks in a high-pressured environment.
* Sound communicator with team-building skills.
* Strong problem-solver who will look for solutions and assist others with issue
s.
TECHNICAL SKILLS and PROFICIENCY:
Hands-on Technical Skills: Hands-on Exposure to: Management Experience:
Windows Desktop products SQL/DQL Documentum
Windows and UNIX OS's VB 6 Centra2000/Config
Windows Exchange Servers FTP License Key servers for
Oracle and SQL Databases Tar commands development tools
Winrunner/Testdirector Shell scripting Rational Tools
Ghosting VI editor
Remedy/ARS /EWM Cron jobs
Remote Terminal E-Boarders
Lotus Notes XMetal
HP Servicedesk Reflections
HP OpenView Putty
HP Omniback 4.1/5.1 SSH
HP DataProtecter 5.5/6
VERITAS Netbackup 6.0

PROFESSIONAL EXPERIENCE:
HP - ES Best Shore ITO Delivery Ope,
Americas Remote Management Center (Houston), TX. 2004 - Current
During my last 6 years with HP I have maintained many roles. Currently my role i
s that of support technical lead coupled with acting supervisory associate. My r
esponsibilities were recently expanded to include that of a Knowledge Manager. T
he role includes Maintaining and improving process flows and documentation. I am
constantly multitasking and in doing repeatedly demonstrated that I am able to
handle multiple responsibilities with ease. So of my many responsibilities inclu
de the training other analysts, acting technical lead for expert problem solving
, ITIL coordinator for improvement, recommendations and problem resolutions.
My responsibilities often force me into project management support role. I have
worked closely with our different customer and their Account Service Team (AST)
counter parts in problem resolution. My trouble-shooting skills have been utili
zed many times in problem Identification, resolution planning and implementation
.
As the Service Manager Contingency Lead, my experience as shift manager and hist
ory with personnel problem resolution during my tenure with other companies has
been utilized many times. Working with my supervisor honing my skills my trainin
g was soon tested when structural changes required me to begin running shifts se
veral days during the weekly schedule. In this role I was able to conduct major
escalation and follow them through to fruition. The job function also continue
s to include working as lead for the Network, UNIX and Windows Tower Lead. I hav
e also continued managerial training as contingency shift lead as well assuming
more responsibility in decision-making and supervisor role.
ROLES:
Network, UNIX, Windows and Backup Service Support Specialist lead
My duties include administering UNIX, Linux and Windows systems. Work with the
OS Support teams to resolve any OS, Hardware, Application and Network based issu
es that may impact optimal performance of Customer Systems. Report status for ma
nagement as needed. I am also responsible for troubleshoot issues related to bac
kup integrity. I have a good knowledge of AIX (RS6000), HP-UX (9000), SUN system
s
As a backup administrator I worked to maintain the Enterprise backup environment
to ensure availability and recoverability of customer/corporate electronic data
. This includes the monitoring, troubleshooting, and issue resolution of backup
environment. Troubleshoot issues related to backup integrity and Disaster Recov
ery (DR/BCS/BCRS).
Other responsibilities include maintaining proper monitoring and reporting of ut
ilization of the backup environment, including Netbackup, Omniback, Dataprotecto
r, and Backup software. Working with PDE/ADM's on performance tuning, monitoring
, troubleshooting, and throughput analysis; media handling.
Job Duties/Responsibilities:
* Knowledge of System Administration of Unix and/or Windows platforms.
* Extensive experience with large data center backup software.
* Four + years with backup in a large data center environment.
* Experience with Enterprise Tape Libraries such ADIC 10k or STK L700
* Good network trouble shooting skills (DNS/Routers/Switches).
* Monitored an international network and organize repairs for that network.
* Troubleshooted WAN data issues concerning PVC's, PBX, CRC errors, packet losse
s etc.
* Sited planned outage, transitions, and data reconfiguration procedure document
ation.
* Classified problem calls and document technical troubleshooting solutions.
Call Coordinator / Service Support Specialist, Service Desk lead
* Provided technical support to end users concerning issues. Reviewed calls, pe
rformed troubleshooting, routed calls to appropriate service group as necessary.
* Maintained call and problem management logs, followed up with all users to ens
ure resolution of problems.
* Monitored and maintained desk side queue, dispatched technical service personn
el to user locations.
* Coordinated efforts with help desk and desktop support manager to ensure prope
r escalation and arrange resource relocations.
* Assisted in the equipment and user set up for all new users.
* Lead for all operations and functions of high-volume help desk operation provi
ding 1st level support for more than 5,500 users.
* Train, and supervise team of first level analysts. Some of these teams served
as final escalation point before manufacturer / vendor / service provider.
* Monitor daily activities and performance to ensure compliance with all service
agreements. Compile and analyze data, prepare daily reports on call volume, ab
andon rate, carry over, and outages for senior management.
* Review help desk operations, software HP-Open View Service Desk (OVSD), and us
er needs. Forwarding recommendations regarding enhancements or potential operat
ional improvements.
* Assisted and coordinate with supervisor concerning resource moves, for our rec
ent move to new HP SITE, with no down time.
* Work in conjunction with specific project managers on aspects of ongoing proje
cts.
* Review daily problem management tool to ensure team consistency regarding trou
bleshooting methods, accuracy of call log, and user profile information. Mainta
in compliance with all standard ITIL operating procedures.
* Currently working with a project lead in preparation stages for major project,
involving Standardization project across all RMC.
* I have also assisted in the resent project involving the migration and roll ou
t of a new information repository, including testing and move verification with
IDL.
Service Manager Contingency Lead -
* Supervised team of 5 to 9 CSA and Support technicians.
* Helped team to continue to meet all service agreements after 1 planned and 1 u
nplanned restructuring of desktop support team.
* Served as point of escalation for all service related issues, and as liaison t
o helpdesk manager as well.
* Assisted in the coordination and set up of resources.
* Conducted audits of technician performance to ensure compliance with all manuf
acturer, company, and warranty requirements.
* Monitored and compiled weekly service information, and reported to senior mana
gement. Carried out weekly status meetings to review customer satisfaction leve
ls.
* Maintained and updated standard operating procedures, employee-training progra
m.

Imagitek INC. League City, TX. 2001-2003

Deployment Specialist/System Administrator
As Deployment Specialist I was responsible for all system deployment and data mi
gration activities. I ensured that all baseline application components are insta
lled and functioning properly and was ultimately responsible for deploying custo
m applications to the client site. My other duties were similar to those System
Administrative duties I carried out at Centra.
Job Duties/Responsibilities:
* Thorough understanding Imagitek's Deployment Strategy as documented internally
.
* Working closely with the Technology Development Manager, Engagement Manager, D
esign Architect and all other appropriate Technology Development staff when crea
ting a deployment plan.
* Responsible for planning/implementation of migration activities in tandem with
the Project Design Lead (PDL).
* Implementing and ensuring completeness of the Baseline Deployment Toolsets and
Custom Deployment Toolset for each client installation.
* Organized and managed rollout of system to initial deployment location.
* Installations on PC and Unix Server and Client (build the client environment i
n house to test on) HP-UX, SUN (Solaris), environments.
* Worked with administrators to manage UNIX and Networks and served as the Task
Leader for the Deployment Software Support Facility including UNIX (AIX, HPUX, S
olaris and SunOS).
* *Remotely integrated all issues, code fixes, and releases into deployment when
deploying on site.
* Organized and delivered all end-user training.
* Documenting and communicating lessons learned following the completion of majo
r milestones and at the end of the project.
* Supporting Imagitek's preferences, practices and priorities rule.

Imagitek INC. League City, TX. 2001-2003

Test lead - SQA
As a Quality Assurance Specialist I was responsible for writing and modifying te
st cases based on required functional specifications written by the software dev
elopers. I assisted with training materials, and QA status reports. I ensured t
he quality of software applications using quality assurance methods and tools. O
ther responsibilities included the installation of the product servers and clien
t systems after a build, database migrations, and the starting and stopping serv
ices. I also moved the product builds to the appropriate build areas after compl
etion. This included the FTP site so that satellite location could access the n
ew builds.
I have helped in the development of software quality methodology, which included
Software Quality Assurance and Software Quality Controls. I have assisted with
the conducting of quality training, planning, and process assessment/improvemen
t. I was of assistance in other areas if the need should arise, by attending req
uired meetings and participating in other events.
With limited exposure to Test Director I have participated in the preparation of
test plans using design requirements. I have set up test configurations by obt
aining the correct testing environments and configuration from design documentat
ion. I have also been responsible for the testing of functionality, integration
s and security models based on business process. Project testing is done utiliz
ing the required applications; for example: the Intranet and Desktop clients.
Job Duties/Responsibilities:
* Understanding the business requirements driving an application and ensure the
delivered application addresses the requirements.
* Understanding and translating requirements from the requirements document into
a detailed test plan.
* Created and executed automated test scripts using Winrunner and Rational Robot
.
* Creating detailed test plans in Mercury's Test Director Application.
* Performing quality testing per the defined test plan.
* Documenting, tracking and communicating defects through the Test Director appl
ication.
* Providing frequent feedback to management regarding the success/lack of qualit
y measures within the test area.
* Identifying areas that require improvement and propose implement and communica
te processes that provide solutions.
* Learning the current business processes in the areas supported and proposed en
hancements while leveraging application capabilities.
* Enforcing quality measures throughout the life of a project.
* Planned and organized testing, load testing, and performance tuning.
* Collaborating with and guiding test team through development and testing effor
t.
* Documenting and communicating lessons learned following the completion of majo
r milestones and at the end of the project.
* Other duties as assigned by supervisor.

Centra 2000, Inc. Houston, TX. 1998-2001

Systems Administrator
My responsibilities included the configuration and maintenance on all PC and UNI
X client/server systems, notebooks, Mail Server and Network. I was responsible
for the installation and configuration of software throughout the company and pr
ocedural documentation. Other experience includes the rebuilding and upgrade of
company backbone, phone system, multi-platform domains configuration as well as
peripheral administration including fax machines and printer. My responsibiliti
es included the configuration and maintenance of classroom systems and demo setu
ps. I handled all requisitions and asset management including purchasing, tracki
ng of license and maintenance contracts as well as the daily operations of the I
T department.
I worked in a cross platform environment for all of my tenure with Centra. I use
d the following Systems Management Interface Tool SMIT (AIX), SAM (HP), and admi
ntool (SUN). Worked with venders and project groups to design and implement har
dware and software systems and procedures to meet customer needs.
Job Duties/Responsibilities:
PC -
* Maintain and support 5 WS-C2924-XL-EN 10/100 Ethernet Switches.
* NT, Windows 2000 Domain Support.
* Supported Servers: Windows NT Server 4.0, Windows 2000 Server and Exchange Ser
. 5.5.
* Supported Operating Systems: Windows 2000 Professional, Windows NT, Windows 9
8, Windows 95, Windows XP.
* Configuration and support of over 100 desktop systems.
* Maintenance and support of notebooks.
* Workstation imaging using Ghost software.
* Installed and maintained Centra's Web Server Products.
* Migration and rotations of old systems.
* The ordering and new system deployment.
* Classroom systems setup/support and Demo system setup.
* Requisitions, Asset Management, and System Reporting.
* Responsible for the purchasing, and tracking of license and maintenance contra
cts.
* Work closely with development and quality assurance departments to evaluate th
ird party applications and hardware effects on company software.
* Oversaw quality assurance of all custom applications and custom interfaces.
* Participated on team development meetings, provided technical support to the d
evelopment teams on Global system designed to handle all business aspects.
* Designed and developed employee Helpdesk, maintenance, and time tracking repor
ting.
* Maintained test systems through out code releases.
* Design spreadsheets and forms for tracking and procedure documentation.
* Peripherals Administration including Fax machines and Printer.
* NT System Backups - using "Backup Exec."
* Employee environment Setup.
UNIX -
* Maintain and support 5 WS-C2924-XL-EN 10/100 Ethernet Switches.
* Installed and maintained Centra's Web Server Products.
* Administration of DNS (NT/Win2k/Unix Architecture).
* Maintain YP Master (NIS).
* Administration of five Unix Servers and seven Workstations.
* The ordering and new system deployment.
* Had to become familiar with and the use of UNIX shell tools, example Bourne, K
orn, and C shell scripting.
* Managed and acted as support lead for UNIX and cross platform networks.
* Acted as the task leader for the software support facility including UNIX (AIX
, HPUX, Solaris and SunOS).
* Supported Platforms and OS's:
SUN: Ultra5, Ultra2, Sparc -5, Sparc -10, Solaris 5.5 - 5.8
IBM: RS6000, AIX 4.2.1 - 4.3.3
HP: D230 9000, D380 9000, D280 9000, HP1010 - HP11
* Maintain Raid 5 array for Oracle Databases.
* Rebuilt UNIX servers, examples HP10-20, HP11, Solaris 2.5.1, 2.6.1 and RS6000
(AIX-IBM) from scratch.
* Work closely with development and quality assurance departments to evaluate th
ird party applications and hardware effects on company software.
* Evaluated tools like HP's Openview, Novell's ManageWise, for possible utilizat
ion in management of company wide network, and infrastructure.
* Used or became familiar with software packages such as Omniback, Legato and VE
RITAS Backup Exec, to centralize backups and recovery operations of our UNIX ser
ver.
* Maintained Tape Backup System with Daily, Weekly and Monthly Backups.
* UNIX - Oracle Support. Starting with Oracle 6 through 8.1.6 and some 9
* R&D UNIX System and Software Development Support.
* Participated on team development meetings and provided technical support to th
e development teams on global system designed to handle all business aspects.
* Designed and developed employee Helpdesk, maintenance and time tracking report
ing.
* Maintained test systems through out code releases.
* Design spreadsheets and forms for tracking and procedure documentation.
* Peripherals Administration including Fax machines and Printer.
* Deployed technologies on both UNIX and PC including Browsers, Web Servers, Pow
erBuilder 5.0, SQLAnywhere, Sybase Database and Lotus Notes.

Centra 2000, Inc. 1996 -1998

Business Analyst/ Senior Quality Assurance Analyst Lead:
As a Quality Assurance Specialist for I was responsible for instituting and enfo
rcing quality practices and procedures during a project's lifecycle. I was respo
nsible for writing and modifying test cases based on required functional specifi
cations written by the software developers. I assisted with training materials
and QA status reports. I ensured the quality of software applications using a qu
ality assurance methods and tools.
Job Duties/Responsibilities:
* Team Lead in absence of SQA Manager.
* Oversaw quality assurance of code releases; handled end-user questions; resear
ched and resolved issues
* Attended daily QA meetings and created QA status reports.
* Analyzed plan requirements, system functionality, and system testing
* Responsible for writing and tracking SDR's and working with the development gr
oup to solve problems.
* Responsible for submitting and tracking change requests,
* Created product release tapes/CD's and ship them to the corporate office.
* Worked with the documentation group to do product online help redlining
* Install in-house software and redline product technical documentation to compa
re specifications and documentation.
* Participated in SQA evaluation of new automated testing tools.
* Assist team members in insolating possible defects for all software products.
* Install standalone Tomcat Webservers for product testing of Java Internet clie
nts and assisted teams in setting up OpenSA and Apache Tomcat web servers on ind
ividual PCs.
* Installed new operating systems and related software components on lab test ma
chines.
* Ongoing training for API Test Drivers development.
* Setup on NAT Firewall environment and related test scenarios.
* Created and executed automated test scripts using IBM's Rational Robot across
all functional platforms
* Responsible for duplicating customer's distributed database environment, produ
ct functionality and technical documentation
* Test all areas of product functionalities for defects and potential customer i
ssues on PC and Internet Clients (web-based clients) across all functional platf
orms
* Report defects and retest each defect correction on PC and, Internet Clients a
cross all PC and UNIX platforms.
* Responsible for the testing of third party software and integrations.
* Researched requirements for new Oracle Release database servers
* Assist team members with UNIX and Oracle error messages, and product-related i
ssues.
* Create new databases on PC and Unix machines for each new Product release
* Redline all documented Databases procedures pertaining to Database functionali
ties.
* Created a detailed technical manual for installing Oracle 9.2, Oracle 8i, Orac
le 7.3.4 and each release of the database install wizard on all client platforms
for CENTRA 2000* in-house utilization.
* Install and Configured 9.2 Database Servers on PC and UNIX machines.
* .Use various SQL commands to maintain and test all database issues.
* Installed and supported Oracle 8.1.6 and Oracle 9.2 for all SQA test workstati
ons.
* Database migration for weekly SQA product test cycle.
* Special Projects: Testing specific fixes for customer issues, duplicating cust
omer's distributed database environment, tested database migration scripts, prod
uct functionality and technical documentation.
* Developed and documented client-based scenarios and created the code to be use
d as examples for an implementer to customize our product at the client site.
* Researched requirements for Oracle 9.2 Database Server and redlined all databa
se related documentation in regards to PC and UNIX platforms with Database Team.

EDUCATION:
01/2004 San Jacinto College-Central Pasadena, TX
Certificate in: Management and Supervision
8/2000 Global Knowledge Houston, TX
Certificate in: Windows 2000 Client Administration
 Certificate in: Windows 2000 Server Administration
10/1999 HP Educational Services Denver, CO
Certificates in: HP Fundamentals of UNIX Systems #514345
Certificates in: HP-UX System Administration #H62965
9/1998 San Jacinto College-Central Pasadena, TX
Associate Applied Science Degree - Application Programming Specialty
9/1993 High Rise Fire Safety Program Houston, TX
Certificate of Fire Prevention and Life Safety
3/1991 The Art Institute of Houston Houston, TX
Diploma in Production & Layout Art

Specialized Training:
OES / WorkWell 08/21/2006
Standards of Excellence 2006 08/26/2006
Putting Customers First 09/02/2006
Ethical Leadership (Standards of Business Conduct) 09/02/2006
Global IT Security Standards 09/02/2006
Standards of Personal Conduct for employees 09/09/2006
Posting and Managing Info board Notices (RR5.1) WBT 09/09/2006
Standards of Business Conduct for Employees 11/02/2006
Data Privacy Standards 11/05/2006
EHS&S Policies and Standards 11/05/2006
Customer Experience Standards 11/14/2006
High Performance Teams (WBT) 11/14/2006
Ethical Leadership: Our Responsibility (2007 Standards of Business Conduct Refre
sher) 05/09/2007
2007 Standards of Excellence (SOE) Refresher Course 09/01/2007
HP Services Trade Compliance Awareness 09/01/2007
TSG Business Excellence: High Performance Teams 10/07/2007
TSG Lean Sigma System for Improvement (WBT) 10/07/2007
Outsourcing Services Security Fundamentals 11/19/2008
Outsourcing Services Security Fundamentals Test 11/19/2008
HPSC for HPOS Trade 02/14/2009
Ethics & Compliance 2009 Annual Refresher 03/14/2009
HP EU Competition Law Compliance Update 05/12/2009
ITIL Foundations WBT 09/10/2009
Ethics & Compliance 2009 Annual Refresher 10/12/2009
ITIL Foundations Learning Checks 10/18/2009
HPSC for HPOS Trade - (IM) Incident Management Support Specialists 10/19/2009
ITIL Foundations 10/19/2009
ITIL - Service Desk, Incident, and Configuration Management 10/19/2009
ITIL Foundations for IT Service Management 10/19/2009
Outsourcing Services Security Fundamentals Test - Update 10/20/2009
Q Basics 10/21/2009
HP Enterprise Services - CM Upgrade Training for Service Manager 3.0 02/06/201
0
HP Enterprise Services - Getting Started with Service Manager 3.0 02/06/2010
HP Enterprise Services - Getting Started with Service Manager 3.0 02/06/2010
HP Enterprise Services - IM Upgrade Training for Service Manager 3.0 02/06/201
0
HP Enterprise Services - PM Upgrade Training for Service Manager 3.0 02/06/201
0
Ethics and Compliance 2010 Refresher Training 03/05/2010