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Information Technology Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 22661 |
| Desired Job Location: Grand Ridge, Florida |
Date Posted: 9/19/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 9/19/2008 |
| Desired Wage: 58000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Experience:
Rescuecom - Charlotte, NC 2005 - Present
Independent Contractor/Bronze Certified Technician
*Microsoft certified partner, and Cisco partner, providing in home break/fix and data recovery as well as business networking break/fix and solutions.
FSU National High Magnetic Field Lab Tallahassee, FL June 2006 to January 2007
Program Assistant
*travel and conference scheduling and booking
*Manage budgets for department payroll and student grant awards
*Executive assistant to Principal Investigator/NMR Director
*Assist with grant proposal creation and submission
BJ's Warehouse Club - Pineville, NC - 2002-2005
Sales and Marketing Representative Manager
*Managed input and updates to memberships and resale information in DOS and Windows 95 for two BJs clubs
*Provided customer service to resolve member issues with front end personnel and home office without the need to involve the General Manager.
*BtoB Coordinator to ensure membership needs were met, and follow-up on member satisfaction.
*Created contest incentives to create team motivation which promote membership sales, conversion and rewards upgrades.
*Provided root cause analysis and trend analysis for poor conversion numbers to regional management and zone management.
*Ensured training of new and upcoming promotions for the membership and front line team members.
*Managed the budget for various operational and marketing accounts.
Sprint PCS Charlotte, NC - 1999- 2002
Manager, Information Technologies
*Managing 6 Client Support Analyst personnel and 1390 call center management/advocate workstations, laptops and servers in three Regional Customer Care call centers and field offices using Windows 95 and Windows 2000 on an NT4/2000 Server environment.
*Promoted from Client Support Analyst I to Senior Client Support Analyst V after 66 days.
*Became Dell Certified Technician.
*Spirit of Excellence Award from Sprint PCS for recognizing and management of Severity one issue.
*Managed and performed the complete call center conversion from Windows 95 to 2000 while acting as the SME for the project.
*Instrumental in upgrading of Genesis/CTO Management servers
*Managed the support for the installation and management of Magna Sync Server and loggers.
*Installed and provided onsite support of Cisco routers, DSU/CSU, ACD, local switches and cabling.
*Project Manager for local, monthly SMS software upgrade projects and coordinated temporary staffing determined by project need.
*Held accountable for prompt resolution of trouble tickets generated by REMEDY 4.0 and meet required service level agreements.
*Scheduled the technical staff to accommodate support of Call Center activities
*Served on the Core Management Team to report technology challenges, changes and updates to the Director and top management.
*Managed the interview process for new candidates for hiring and attrition
Modis Corporation - Charlotte, NC - 1998-1999
Technical Consultant - ENOVIA Corporation
*Provide Level Two support for "Product Data Manager".
*Test reported software defects from worldwide customer support centers.
*Provided customer service and support by reading trace logs and background log files in UNIX, AIX, SUN, and NT for debugging customer reported defects.
*Use IBM Retain (3270) software for customer defect submission tracking, and IBM Personal Communications software for product defect tracking.
*Created web site to provide commonly asked product questions and answers regarding known issues and bugs in the software.
*Provided software patches and revisions by posting them on a customer accessible bulletin board.
Teksystems - Charlotte, NC - 1996-1998
Desktop Support Analyst - Andersen Consulting
*Provide desktop support for customers with desktop and laptop issues.
*Ghosted Andersen images on new equipment.
*Configured equipment for operation on the network for dial-up and LAN connectivity. *Setup Lotus Notes on new inventory and maintained inventory database.
Desktop Support Technician - CIGNA Corporation
*Provided technical support for Healthsource and CIGNA computer systems using Novell 4.0 on Windows 3.12 and OS2
*Provided immediate solutions for customer printing and network connectivity issues.
*Assist in the transition from Windows 3.12 to Windows NT
Desktop Support Technician - Entex Corporation
*Provided break/fix support to Sonoco personnel at the Hartsville, SC plant.
*Installed of Windows IT, PeopleSoft, IBM Reflections/3270, Norton Anti-Virus 95, Windows 95, and Ghost images on new installs.
*Installed and mapped HP network printers.
*Created network id's and network configurations for both workstations and printers.
*Provide technical support for hardware failures and connectivity problems.
*Rated for customer service and support by providing surveys.
Help Desk Operator - Resource Bancshares Mortgage Group
*Provided customer service and technical support to over three thousand employees with Novell workstation support issues, averaging three hundred calls daily
*Created documents to train users about operation of their workstations.
Test Technician - National Computer Resources (NCR)
*Customized midrange server configuration software and hardware in Unix MPRAS and Windows NT 4.0.
*Bench tested internal components for installation in the midrange servers and Mainframe servers.
*Tested and configured new midrange servers to customer’s specifications
*Awards for contributions to winning "PC WEEK Best of COMDEX" during 1997 exposition, INTEL award for expeditious configuration, testing and delivery of urgently needed systems with zero defects, and 12 monetary awards for zero defects and high production.
Access Computer Company - Tallahassee, FL - 1995-1996 Personnel Manager
*Managed technicians, accounting, and employee payroll.
*Procured software and hardware for PC/server configuration
*Configured and assembled small servers and workstations for Novell 3.1 and 4.0 networks.
US Navy - Various Stations - 1974-1992
*Progressively responsible positions: Served as Database Manager (13yrs), Personnel Supervisor (15 yrs) for approximately 365 reservists, Nuclear Weapons Loading team member/Personnel Reliability Program.
*Nine awards for individual accomplishment and exceptional unit contributions
Education:
Florida College of Medical and Dental Assistants (Concord Careers), Jacksonville, FL,
MA certificate Dec 1981
Pensacola Junior College, Pensacola, FL, AACS GPA 3.83 June 1994
Florida State University,1994-1995
Limestone College, Gaffney, SC, BSCS/MIS GPA 3.863 December 1999
Skills:
* twenty-five plus years of personnel management.
* Eight plus years of PC/Server hardware specialist for PC and mid-range
SCSI based servers.
* ten plus years buying software/hardware for PC consulting & server management firms.
* inactive Secret military clearance.
* Bilingual, Spanish
* Extensive Windows experience: Windows 95, NT Server 4.0, Windows 2000 Professional, Windows XP, MS Office 2003 professional & Corel Office, Lotus Notes, CTI, Product Manager (IBM), PC Anywhere, Remedy, Support Magic, Ghost, and Exchange, Peachtree Accounting 6.0.
* Competitive knowledge of Unix, Sun, AIX, and Novell networking environments.
* Expert in Hardware diagnosis, removal, replacement and PC/server with customized configurations.
* Progressive knowledge of Turbo Pascal, Cobol, Visual Basic, HTML and Internet application.
Candidate Contact Information:
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