John Serda 508 Terra Nova Court Tracy, California 95377 Home (209)833-9368 E-mail Address serda508@att.net System Engineer EDUCATION • Avaya Certified Associate (ACA)–Certification in Integrating Voice Networking, Data Networking, and applications to enable powerful business communication solution • Modular Messaging 3400, Message Networking Index (Spider), INTUITY AUDIX System Administration. Unified Communication Center (UCC) • OCTEL 250/350 Digital Networking - Avaya University, May 2001 – Certificate of Achievement: BTT815H • Microsoft Certified System Engineer Program - WSB Technologies, September 2000 – Certificate of Achievement • Maestro Data Base - Lucent Technologies Octel University, March 2000 – Certificate of Achievement • OCTEL ARIA and Serenade System Engineer – Lucent Technologies Octel University, March – December 1999 Certification on ARIA and SERENADE VOICE MESSAGING SERVERS • Local Area Network Computer Base Training - Business Communication Systems – Lucent Technologies, December 1999 Certificate of Achievement: BTT830 COMPUTER SKILLS • Avaya CommNet/ Convergence Technology Professional Transfer Program (CPT) • Windows 2000, Windows NT, Windows XP, Windows 98, Windows 95 • ProComm 32, PC Anywhere, AVAYA VPN, Lucent IPSecCleint VPN, Centre Vu IP Agent Softphone, Avaya/Lucent dialup remote access, RASCAL, Lotus Notes, Vantive Maestro, Remedy • AVAYA/OCTEL certified Service Training on the following Octel Voice Mail systems: Model 250 & 350 Aria (Menu Base): Model VMX 200 & 300 Serenade (Command Base): Model Octel 100 (OS2 Platform) • Ohmmeters, Calibration Equipment, Pneumatic Meters, Temperature Meters. • Pioneered Avaya Work Solution with great success EMPLOYMENT HISTORY CREATIVE HARDSCAPES INC. – TRACY, CA 2008 Customer Support Representative/ Warranty Specialist • Provide OSHA regulated/approved safety training courses to company crew’s • Communicate/support on site superintendents with quality control updates and best practices for FLAT work installations • Advocate process Improvements, research product training, and troubleshooting techniques • Purchasing building materials and supplies for production projects • Write up extra/change orders for clients • Clients include public and private building companies John Serda Page 2 TRACY PREMIER CONCRETE PUMPING – TRACY, CA 2006-2007 GENERAL MANAGER • Responsibilities range from business scheduling, equipment maintenance, payroll, State Compensation Insurance, Internal Revenue Service, Interviewing potential employees, and advertising. Avaya Communication – Milpitas, CA 1999-2006 Tier III Diagnostics System Engineer Responsibilities range from System Integration, Application Support, Remote Diagnostic Services, System Administration Tasks, and Tier III phone support to Field Service Representatives on AVAYA/OCTEL Aria 250/350, Serenade 200/300, and OPC 100 Messaging Server Platforms. • Continual focus on achieving quick and professional resolutions to client’s voice mail issues, while earning customer satisfaction and leadership role with fellow Diagnostic Engineers. • Achieving Results, determination regardless of time and day finding quick/friendly resolution for Avaya’s Clients voice mail issues is Customer Satisfaction Guaranteed. • Advocate Improvement, seeking product training along with new industry trouble shooting techniques for the ever changing support with convergence market. • Communicate with clients and field service representatives regarding important updates and best practices addressing voice mail and public exchange services technical issues. • Maintain a high dialogue of severity and confidentiality in supporting very important clients and government agencies Voice Mail Global Operations. American Business Equipment – San Jose, CA 1998 – 1999 Field Service Engineer Maintained a large territory servicing Toshiba Network Printers, Fax Printers, Mid volume and High Volume Duplicators • Developed and Implemented a territory management framework and maintenance procedures for new hires in order to improve the efficiency and effectiveness of quality for our client’s services. Danka (Formerly Eastman Kodak Company) –San Jose, CA 1988-1998 Field Service System Engineer • Implemented new installations and maintained a field territory of thirty-five high volume duplicators on customer sites. Resolved problem accounts by improving system performance and customer relations. • Participated and exceeded forecasted goals by 5% while maintaining a rating of 99% of customer satisfaction. • Managed and controlled parts inventory for duplicators. • Scheduled, installed, maintained and monitored system upgrades and modification. OTHER ACCOMPLISHMENTS • Head Coach Boys Under 6 Years Jedi’s Tracy Youth Soccer 2008 • Manager Tracy Babe Ruth Little League for 5/6 years old White Sox’s Team 2007/2008 • Head Coach Girls Under 12 Years for Tracy Youth Soccer League 2005 • Head Coach Boys Under 14 Years Class III Competitive Soccer Team (Tracy Rebels) 2004 – 2005 • Head Coach Girls Under 14 Years Class III Competitive Soccer Team (Tracy Sharp Shooters) 2002 – 2004 • Pioneered Avaya Work Solution with great success • Bilingual in Spanish