1. 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.
2. John Cilwa
1901 W Germann Rd #3025 480 274 8035
Chandler,AZ85286 johndcilwa@gmail.com
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.
3. John Cilwa
1901 W Germann Rd #3025 480 274 8035
Chandler,AZ85286 johndcilwa@gmail.com
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.
4. John Cilwa
1901 W Germann Rd #3025 480 274 8035
Chandler,AZ85286 johndcilwa@gmail.com
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).
5. John Cilwa
1901 W Germann Rd #3025 480 274 8035
Chandler,AZ85286 johndcilwa@gmail.com
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