Samuel G. Lesher
1719 Weeping Willow Lane
Dover, PA 17315
(717) 309-1023
sam@samlesher.com
▪ Reliable, self-motivated, customer-focused, creative team player
▪ Ten years of full-time IT experience
▪ Experienced in networking, hardware, software troubleshooting and implementation
▪ Development experience with HTML, PHP, XML, Javascript, UNIX Shell Scripts, Oracle, MySQL
▪ Proficient in UNIX/Linux, Microsoft Windows
▪ Proven customer service and management skills
Experience
Mzinga Inc, Mechanicsburg, PA
Systems Administrator – September 2008 – Present
▪ Responsible for a production server environment including Linux and Windows servers, disk arrays, and tape libraries
▪ Analyze, log, and track complex software and hardware issues
▪ Deployment and hosting of our Java and Oracle based application
▪ Perform OS upgrades and patching, data backup and recovery, hardware and software installation and configuration
▪ Coordinate with customers and other departments to ensure work is performed in accordance with company policy and customer expectations.
▪ 24/7 monitoring and on-call support
Mzinga Inc, Mechanicsburg, PA
Content Services Manager – April 2004 – January 2008
▪ Implemented and provided technical support for high visibility training initiatives for clients such as Goldman Sachs, Nike, the United Nations, Chevron Texaco, BMW, and Capital One.
▪ Oversaw all training software implementation in a supervisory role, leading a team of up to five people.
▪ Wrote technical documentation and training material for customers.
▪ Developed utilities using PHP to supplement our product offering
▪ Technical consultation with clients and third party vendors for planning, determining compatability, and implementation of their products with ours
▪ 24/7 mintoring and support Windows and Linux web servers
▪ Planned and tested new features for our product
Mzinga Inc, Mechanicsburg, PA
Technical Analyst – September 2002 – April 2004
▪ Development, designed, tested, and delivered automated and ad-hoc SQL reports.
▪ Used reporting tools including Cognos Impromptu, Cognos Report.Net, and Actuate.
▪ Developed and provided technical support for Oracle PL/SQL programs and Unix shell scripts for automated data feeds
▪ Maintained reporting servers, including reports administration and access control
▪ Provided phone and email support to customers. Assisted with general instruction, as well as with bug reports and product enhancement requests
▪ Beta-tested new product releases, documented bugs and tested bug-fixes
▪ Facilitated interdepartmental communication for customer affecting issues
▪ Created and maintained customer facing PHP web forms for support requests
▪ Assisted marketing department with development of our corporate website and monthly email newsletters
Earthlink, Inc, Harrisburg, PA
Technical Support Supervisor - July 2000 – September 2002
▪ Led a team of 15 to 20 technical support representatives
▪ Monitored technicians’ phone calls, identified any training deficiencies and arranged for training to correct those issues
▪ Provided technical assistance to technicians with unusual or technically intensive customer calls
▪ Handled high pressure escalated customer issues with irate customers or customers with unusual or urgent problems
▪ Addressed disciplinary issues, issued corrective actions up to and including terminations
▪ Participated in the interview process for potential employees
Earthlink, Inc, Harrisburg, PA
Technical Support Representative – April 1999 – July 2000
▪ Responded to customer phone calls and emails, employing online tools to diagnose and correct connectivity and application functionality issues
▪ Resolved analog modem, cable modem, ISDN, DSL, and home/business network issues
▪ Fielded customer questions and concerns via email queues and IRC chat sessions
▪ Maintained a consistent record of resolving more than 90% of all service requests within the first telephone call
Education
Harrisburg Area Community College - September 1995 – June 1996
Earned 30 credits towards a degree in Computer Information Systems
Central Dauphin East High School - September 1991 – June 1995
Earned High School Diploma