IT Project Manager Resume

Title
IT Project Manager

Primary Skills
Technology-savvy hands-on Senior Network/Desktop Administrator with extensive technical and customer service expertise.

Location
US-IL-Wonder Lake

Posted
Oct-09-09

MCP, MCDST, A+

QUALIFICATIONS

Technology-savvy hands-on Senior Network/Desktop Administrator with extensive technical and customer service expertise. Patient, results-oriented professional ensures overall health of the network, server deployment, security, and network connectivity throughout the LAN/WAN infrastructure. Gifted communicator with well-honed interpersonal skills; ability to translate technical information to non-technical staff with ease. Understanding Specialist with a positive attitude, intense customer focus, strong sense of urgency and aptitude to assimilate new technical abilities.

PROFESSIONAL EXPERIENCE

VERITY THREE, INC. (formerly IIS, Inc.), McHenry, Illinois 2002 - 2009
IT Project Manager/Client Account Manager

* Deliver network services to internal/external clients, including hardware, software, network pre-planning, installation, configuration and administration.
* Manage team of six, inside/outside, support technicians, including training/mentoring on finer points of customer service and human behavior; created training manual for newly hired technicians.
* Prepare budgets and client proposals.
* Plan, execute, document and manage large scale IT projects, including migrations, for 25+ small to mid-sized businesses/municipalities, as well as, daily infrastructure monitoring; form and manage projects teams of 3-5 technicians.
* Direct/assist with development, implementation and maintenance of best practices ensuring secure, reliable and available networks for clients; deliver timely response, diagnosing client issues via telephone or in-person.
* Resolve client issues remotely utilizing Kaseya MSP, including server/workstation management, network equipment routers, switches, hubs and public/private wired and unwired networks.
* Interact with clients at all levels, including Bank Presidents, Chief of Police/Fire, Village Administrators and Presidents, CEO's) ensuring immediate communication on potential network or software infrastructure issues; act as liaison for clients and client IT vendors.
* Maintain, analyze, troubleshoot, resolve and document issues with hardware/software systems, components, and hardware/computer peripherals; utilize Connectwise for documentation.
* Deliver Executive Monthly Reports detailing software installations, PC records, service tickets and network health reports to clients.
* Support/maintain user account information including rights, security/systems groups; execute, plan and monitor backup procedures/processes.
* Investigate, research and plan, proactive improvements to company's IT environment.

RIGBY EDUCATION, Crystal Lake, Illinois 2001 - 2002
IT Technical Support Analyst

* Planned/executed complex office move.
* Established, implemented and managed help desk operations, processes and procedures.
* Acted as main software/hardware support contact for mobile laptop users; sole project member for first-time roll-out of 75 Toshiba laptops for sales force, known as "The Rigby Laptop Guru".
* Provided Level I, II, III technical support for internal/external users in 400+ desktop mixed NT/Apple environment, including remote clients; maintained/supported remote user access via the internet and VPN connection, encompassing over 75 users within the outside sales force and 30 internal users.
* Trained national sales team on all technology.
* Administered exchange email support and Outlook related issues; administered network.
* Maintained Sophos, Antigen and Mailsweeper email virus security system.

NOAH JACOB WILLENS, MCP, MCDST, A+ Page Two

PROFESSIONAL EXPERIENCE
(Continued)

FOLLETT SOFTWARE COMPANY, McHenry, Illinois 1998-2001
Senior Information Services Support Technician

* Provided technical support/services for 350+ desktop/100+ laptop clients in mixed Novell/NT environment; checked network servers daily and troubleshot network connectivity issues.
* Educated/trained Technical Support staff members on new implementation and systems; trained customer on new and existing software applications; documented technical instructions and troubleshooting guides.
* Supported technical issues reported via telephone, email or logged into Applix technical support database in a timely, efficient and professional manner.
* Implemented conversion from cc:Mail to Outlook 98 for internal and external employees.
* Upgraded Office 97 Professional from SR-1 to SR-2; upgraded desktop automation software.
* Applied Y2K patches and security updates.
* Upgraded from Windows 95 to Windows 98 for internal/external employees on desktop and laptop computers; troubleshot Windows 95/98/NT4.0 issues, reformatted and reinstalled Windows 95/98/NT4.0, as well as, hardware drivers on desktops and laptops.
* Converted 16 bit Snap database software to full-blown Oracle sales/production automation solution.
* Solved user office automation requirements by recommending applications/hardware, implementing/ maintaining solutions, documentation and administration for enterprise databases and trained employees on applications.
* Advised manager of important issues; prepared management reports as requested.
* Maintained professional/technical knowledge by attending educational workshops/conferences, reviewed publications and established personal networks.
* Replaced/configured network interface cards, modems, sound cards, etc.
* Configured TCP/IP IPX/SPX and Novell Client 32 optimzing connectivity to Intranet and the RAS.
* Set-up/troubleshot/supported laptops and VPN connectivity for outside sales force acting as main contact; installed and troubleshot software remotely utilizing PCAnyWhere 32.
* Introduced/trained customers in installation, configuration and use of Palm Vx in integrated Outlook 98 environment.
* Installed, configured, troubleshot network/stand-alone printers (HP3, HP4SI, HP4000, HP8000, HP color 8550, Tektronics Tech Phaser color 540, etc.).
* Delivered basic maintenance/troubleshooting for large Canon and Minolta copiers.
* Installed, configured and trained users on scanners, digital cameras and software applications (Office 97 Professional, Outlook 98, cc:Mail, PCAnyWhere 32, Winzip, Norton Anti-Virus utilities, Adobe Acrobat, Novell 32 Bit Client, Internet Explorer 5.0, Netscape Navigator 6.0, FrontPage 98, Homesite, Palm Vx - configuring to sync with the Palm Desktop or Outlook 98) and all Follett proprietary software packages.

EDUCATION

BRADLEY UNIVERSITY, Peoria, IL
Communications and Human Behavior, 1980-1981

UNIVERSITY OF WISCONSIN, Madison, WI
Communications and Human Behavior, 1978-1980

CERTIFICATIONS


* MCDST Windows XP, 04/25/05
* MCP Windows 2000 Professional, 01/2001
* A+ Certified PC Technician, 03/1999

Certifications
See above


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