Qualifications • 12+ Years Experience as an IT professional in Network/Server Administration and Desktop Support • 4 years supporting a large nationwide Call Center healthcare company with over 60,000 users • Various industry certifications including: Microsoft, Comptia A+, Net+ and Security +, Dell, HP. • Team Leader with financial insight and strategic planning focus • Experienced in repairing, maintaining, installing and upgrading PC hardware and software across various platforms • Fully qualified to run a support help desk and support end users in a Corporate, Enterprise or SMB environment • Served as primary trainer for a Service Delivery team spanning several geographies ? Systems and Hardware Experience Networking: Ethernet, TCP\IP, LAN, WAN, Cisco routers and switches firewalls, EDS, T-1 technologies, Wireless; 802.11abg, WEP, SSL, SSH, Proxies, and some Fiber Optics
Enterprise Management: Verint, Genysis, Hp Service Center, Marimba Package management and asset management, In house WellPoint, Inc. desktop deployment (DARS). Guardian Edge encryption, Alteris.
Applications: Microsoft Office 97 Through Office 2007, Microsoft Access databases, Microsoft Active Directory, Microsoft Exchange, Microsoft Navision, Citrix (Server), Symantec security products, VERITAS Backup client
Operating Systems: Microsoft Windows 9x-ME, Microsoft Windows 2000 Server, Microsoft Windows XP, Microsoft Server 2003, Microsoft Vista, Apple OS X versions 3-5, Linux
Hardware: Dell Certified, HP Certified, PCs and Apple products, RIM Blackberry (BES Support), Laptops, Notebooks and “nettops”, Networked security systems, UPS and Power Protection Systems
Voice: Avaya Phones and PBX, Nortel VOIP, Cross-Connect and RJ-11 installation, Plantronics headsets
Call Center and Workforce Management Applications: Avaya IPagent version 4 and 5, Call Care Browser (CCB Phone), Genesys, CCPulse, Configuration manager, Brio
Network /Server Administration System Administration Directly supported 5 remote sites across the East coast Manage 2 desktop technicians with a total of 1000 users. Vendor management, SLA metric reporting and administration Coordinated weekly meetings between other site leads to discuss issues and communicate those issues to upper management Technician training
Voice Support Key team member in supporting call centers across the country with applications including Verint, Genesys, Call Care Browser, Brio.
Desktop Support Computer Customer Service Provide End user support for PC and small business, Data Migration Imaging and deployment of Microsoft Windows with emphasis on design-based applications New PC installs and new employee orientation Worked closely with Managers and workforce management to support end users
Management Experience Mentoring Enterprise Delivery Desktop/Voice Support Professional Experience Managed Services WellPoint Inc. (Contractor)(Dell/Verizon) 2007-2010 Advanced Technical Service Analyst Field Service Senior Analyst Field Service Analyst
PC Support Specialist Savannah College of Art and Design 2006 CIS Manager/ Lead PC Technician Roger Wood Foods 2005-2005 Lead PC Technician / PC Support Supervisor Affordable Computer Services 2004-2005 PC Technician / Sales Manager Multiple Dimensions 2004-2004 Computer Technician Best Buy 2001-2003 Small Electronics Technician and Salesman Electronics Plus 1998-1999
Education 2009 MCTS, CompTIA A+ Network+ Certification- December 2009 2003 - 2005 Computer Information Technology, Savannah Technical College 2001 - 2002 Computer Engineering, Central Ohio Technical College 2001 - 2001 Computer/Electronics Engineering, Savannah Technical College 1999 - 2000 Computer Science, Armstrong Atlantic State University Courses completed: Novel Netware (including Zen), Microsoft Networking (Net plus), PC Repair and Networking (A+), Cisco Systems, Logic Programming I, II, II, QBASIC and VBasic, and Access Level I and II.