Accomplished Infrastructure Support Engineer with a proven track record at the University of Alaska Southeast, enhancing network performance and ensuring seamless technology integration. Expert in data center operations and disaster recovery planning, coupled with exceptional decision-making skills. Achieved significant reductions in power consumption, demonstrating a forward-thinking mindset and commitment to operational excellence. Energetic Support Engineer enthusiastic about developing deeper understanding of engineering design and leadership. Natural leader and networker with hardworking, resourceful and competitive nature. 33 years of experience in Computer Network Desktop and VOIP Phone Support Businesses, Corporations Manufacturing plants State and Federal Agencies. Detail-oriented Computer Systems Engineer committed to improving system design and operations for reliable workflow management. Researches and implements budget-conscious security and encryption solutions to protect user privacy and increase overall network health. Creates easy-to-follow guidelines and troubleshooting documentation for non-technical staff. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Goal-driven Engineering Manager focused on project management and strategic planning. Solid track record of success with 33 years in Conputers and Networking. My First Computer was programmed with Paper Punch Cards, then Paper Tape. Top notch negotiator and relationship builder. Hardworking and passionate job seeker with strong organizational skills eager to secure Supervisor position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Support Team Member knowledgeable about quality assurance, financial oversight and training. First-rate administrator and team builder. Meticulous Network Specialist maintaining highly functional digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems. Seasoned Engineering Manager seamlessly integrates project technical aspects and makes information relatable to non-technical personnel. Experienced leader and program manager with 33-year history in field. Clear communicator, decision maker and problem solver. Decisive Engineering Manager highly effective at operating in dynamic, high-pressure environments. Successfully handle multiple simultaneous responsibilities while exceeding objectives and satisfying tough clients.
Hi, I’m
Russell Peterson
Infrastructure & Desktop Support Engineer
Juneau,AK
Summary
Overview
33
years of professional experience
5
Certifications
3
Security Clearances
1
USCG 100 Ton Captains License
3
Licensed Business Owner
10
Languages
Work History
University Of Alaska Southeast
Infrastructure Support Engineer
08.2018 - Current
Job overview
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing systems.
- Maintained up-to-date documentation of system configurations, change management records, and incident reports for reference and auditing purposes.
- Enhanced network performance with thorough analysis and optimization of configurations.
- Reduced downtime, troubleshooting hardware and software issues in a timely manner.
- Performed regular capacity planning exercises for future growth, ensuring sufficient resources were in place to meet changing business demands.
- Managed multiple simultaneous projects effectively within tight deadlines without compromising quality or exceeding budget constraints.
- Established strong relationships with vendors to negotiate favorable pricing on hardware and software purchases while maintaining high-quality standards.
- Ensured business continuity through thorough disaster recovery planning and testing procedures.
- Championed energy-saving initiatives that led to reduced power consumption throughout the data center environment.
- Streamlined deployment processes for faster and more efficient server provisioning.
Madsen Development
IT Manager
01.1999 - 08.2018
Job overview
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Coordinated technical training and personal development classes for staff members.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency.
- Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
State Of Alaska Department Of Labor
Technical Support Engineer
01.2006 - 01.2010
Job overview
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Updated and maintained current customer support database.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Documented faults and bugs for referral to development staff for use in updates.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Maintained response times to support business continuity.
- Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
- Designed tailored engineering solutions for customers based upon key requirements.
- Researched new tactics to better hone responses and shorten remediation times.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Delivered Tier-3 support and SME input to internal and external customers.
- Streamlined support processes for increased efficiency and reduced response times.
- Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
- Gathered trend data from customer calls and interactions.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Earned recognition from management for consistently delivering exceptional service quality.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Prevented potential system disruptions by conducting regular maintenance checks on client equipment and software installations.
- Served as primary point of contact for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
The Copy Shop / Alaska Corporation Printing
Owner
01.1993 - 01.1998
Job overview
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Evaluated suppliers to maintain cost controls and improve operations.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Generated revenues yearly and effectively capitalized on industry growth.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Trained and developed team members to build human capital.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
- Diversified revenue streams by exploring new markets and developing innovative products or services tailored to those markets'' needs.
- Fostered an environment promoting continuous improvement empowering employees to identify opportunities for enhancing operational efficiency.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Proactively identified areas of risk within the organization implemented necessary safeguards mitigating any potential negative impact on the business.
- Spearheaded initiatives aimed at improving internal communication channels between team members facilitating greater collaboration across departments.
- Managed large budgets, collaborating with other departments to eliminate redundancies.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced operational risks while organizing data to forecast performance trends.
- Raised property accuracy and accountability by creating new automated tracking method.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reported issues to higher management with great detail.
Education
RHCSA Private Tutor(s)Juneau, AK
No Degree from Linux System Administration
01.1995
University Overview
- Relevant Coursework: tools and scripting, deploying systems, daily operations and tasks, networking, security, and much more.
Pinellas Park High SchoolLargo, FL
GED
01.1980
University Overview
- Awarded [Award Name] Advanced Art
Vocational/Adult/Community EducationLake City, FL
Certificate of Completion from Offset Lithography
01.1980
University Overview
- Relevant Coursework: Layout & Design
Vocational/Adult/Community EducationLake City, FL
Certificate of Completion from Photography
01.1980
University Overview
- Relevant Coursework: Physics of Light & Color
Vocational/Adult/Community EducationLake City, FL
Typesetting & Graphic Design from Typesetting & Graphic Design
01.1980
University Overview
- Relevant Coursework: Layout & Design
Skills
- Network Troubleshooting
- Data Center Operations
- Hardware Installation
- Application support
- Backup solutions
- Incident Management
- Software configuration
- Asset Management
- Server maintenance
- End-User Training
- Capacity Planning
- Database Administration
- ITIL Framework
- Scripting Languages
- IT Security Management
- System Administration
- Performance Tuning
- Virtualization Technologies
- Service Desk Management
- Disaster Recovery Planning
- Decision-making skills
- Training and mentoring
- Field Operations
- Strategic Planning
- Equipment knowledge
- Prioritization
- Compliance understanding
- Technology Integration
- Forward-thinking mindset
- Business Development
- Public speaking ability
- Vendor Sourcing
- Contract Negotiation
- Persuasive communication style
- Interdisciplinary Collaboration
- Containerization Technologies
- Financial Administration
- Project Oversight
- Proposal creation
- Resourceful nature
- Configuration Management
- Attention to Detail
- Critical Thinking
- Relationship Building
- Communication and Team Collaboration
- Technical Support and Assistance
- Team Training
- System Testing
- Cloud services
- Security management
- Technical Guidance
- Virtual and Cloud Technologies
- Technical Documentation and Reporting
- Network Security
- Architecture review
- Requirements Analysis
- Code Development
- IT infrastructure proficiency
- TCP/IP protocol
- Technical Analysis
- Infrastructure development
- Switches and routers
- Regulatory Compliance
- Firewalls
- Network Troubleshooting
- Design Specifications
- Penetration Testing
- System and Network Security
- User Research
- Application Administration
- Project Costing
- Enterprise Server Design
- Microsoft Exchange
- Customer proposals
- Upgrade Path Design
- Bandwidth Evaluations
- Tomcat
- Linux Certification
- Data Architecture
- Infrastructure Upgrades
- Public Speaking Abilities
- Security Standards
- Database Design
- Infrastructure Projects
- Infrastructure Maintenance
- VMware Virtualization
- Production Work
- Network Infrastructure Support
- Shell Scripting
- Work Orders
- Decision-Making Skill
- Service Requests
- Compliance Understanding
- Service Quality
- Enterprise Architecture
- Equipment Knowledge
- Employee Security Training
- Safety Protocols
- Page Layouts
- Remote Services
- Hardware and Software Monitoring
- Trend Modeling
- Sanitation Standards
- Linux Server
- Unstructured Data
- Proposal Creation
- Web Applications
- Company Guidelines
- Meeting Deadlines
- Persuasive Communication Style
- Leading Software Development Teams
- Cloud Hosting
- Network Hardware and Software Maintenance
- Social Perceptiveness
- Team Support
- Bug Fixes
- Reading Comprehension
- Apache Spark
- Virtual Local Area Networks
- Microsoft Access
- Layout Planning
- Detect Operational Problems
- Fault Diagnosis
- SNMP Monitoring
- Infrastructure Architecture
- Network Hubs
- Local Area Network (LAN)
- Business Operations
- Configure Servers
- Intelligent Network
- Document Organization
- System Architecture Design
- Corporate Accounting
- Analyze Security
- Systems Simulation
- Multi-Factor Authentication
- Data Communications
- Marketing Strategies
- Data Center Migrations
- Microsoft Visio
- Incident Response
- Team Meetings
- Mission Critical Applications
- Accident Prevention
- HP LoadRunner
- Technology Best Practices
- Server Consolidation
- Active Learning
- Wide Area Network (WAN)
- Google Drive
- Group Policy
- Systems Implementations
- Microsoft Active Directory
- Mainframe Testing
- Antivirus Software
- OSI Network Layers Understanding
- Application Stacks
- Filemaker Pro
- Storage Network Design
- Mentoring
Accomplishments
Accomplishments
- Transformed DOL Helpdesk with integration.
- Directed EFT uploads with $7m Amounts.
- Managed up to 50 projects at a time.
- Developed Landesk software resulting in Customer Service increase.
- Increased business efficiency by implementing Helpdesk/Specialist intergration and Cross Training.
- Eliminated Duplicate/Multiple License Fees, saving company $100k+ per year.
- Earned "LANDesk/Ivanti" Award for Certificate of Acheivement.
- Documented and resolved Unemployment Database Issues as the Primary Lead which led to increased response and uptimes and decreased down times..
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved SOA DOL UI downtimes by supervising staff monitoring with accuracy and efficiency.
- Supervised team of 16 employees/managers and staff members.
- Resolved product issue through consumer testing.
- Achieved increased response times through effectively multitasking and delegating responsibilities for best performance based on skills and competence.
- Collaborated with team of 16 employees in the development of Alaska Corporation Printing, The CopyShop and the Ligature businesses for a total of 10 years.
- Achieved Overwhelming User Approval by introducing LANDesk/Ivanti for Helpdesk/Specialist Service and Support tasks and tracking.
Affiliations
Affiliations
- https://www.juneauempire.com/news/lost-grave-marker-for-mans-dog-makes-it-back-to-owner-after-more-than-a-decade/
Certification
- Certified LANDesk Engineer License - 2003-Present
- Licensed USCG 100 Ton Captain - 2021-Present
- Department of Homeland Security - TWIC Security
- US Senate Services Support Security Approval
- FERPA Training - 2018-Present
- Certified Cisco Support Completion
- TSA Support Security Approval, Barrister - 2001-Present
- Certified Redhat Software Completion, Printing Trade Company/The Copyshop/Frontier Services - 2001-Present
- Licensed Owner: Frontier Services - PBX Phone/Network/Cisco/Desktop Security and Support.
PHP to MYSQL Programming, and Robotics
PHP to MYSQL Programming, and Robotics
In my spare time and on breaks I enjoy building and programming robots and advanced embedded systems.
Additional Information
Additional Information
I have been in the Computer & Networking Business since 1993-1995 when I was the First Business in Juneau to Rent Computer Use to users by the Hour at my 24/7 Copy Shop/Print Shop. I have worked for/on the Largest Network in the State of Alaska for the Department of Labor. I have worked on call thru my personal business "Frontier Services" for private parties and businesses Many Federal Government Agencies USCG USDA and even United States Senate Services - many requiring Security Clearances Certificates and Additional Protocol and Conduct Training including Drug Testing and other Security Verifications and approvals. I have worked for the University of Alaska Since 2018 for 6 Years now waiting to apply for this position. I have learned many valuable lessons at UAS and Gained many new skills and accomplishments beyond even receiving my USCG 100 Ton Captains License. I know I am qualified for this position and very motivated to learn and earn any additional goals or requirements necessary - or make any and Every Sacrifice in my life to accomplish this goal, Excel and do well in this position.
Languages
Spanish
Limited Working
Availability
See my work availability
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureWork-life balancePersonal development programs401k matchPaid time offPaid sick leaveHealthcare benefitsFlexible work hoursTeam Building / Company RetreatsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Software
Linux
BSD
Php
MySQL
File Maker Pro
Toad
Maplesoft
Citrix
Cisco
Asterisk
Audio/Video Editing
Accounting
Interests
Linux
Robitics
Electronics
Woodworking
Home Ownership
Alaskan Malamutes
Photography
Programming
Timeline
Infrastructure Support Engineer
University Of Alaska Southeast
08.2018 - Current
Technical Support Engineer
State Of Alaska Department Of Labor
01.2006 - 01.2010
IT Manager
Madsen Development
01.1999 - 08.2018
Owner
The Copy Shop / Alaska Corporation Printing
01.1993 - 01.1998
RHCSA Private Tutor(s)
No Degree from Linux System Administration
Pinellas Park High School
GED
Vocational/Adult/Community Education
Certificate of Completion from Offset Lithography
Vocational/Adult/Community Education
Certificate of Completion from Photography
Vocational/Adult/Community Education
Typesetting & Graphic Design from Typesetting & Graphic Design
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