RESUME DETAILS

Personal Summary

I am a highly motivated Microsoft and A+ certified professional with over 7 years experience in network and user support in Microsoft environments, as well as 6 years management experience. I have relocated back to Pensacola, my hometown, and want to continue working in the IT sector. My last two positions in this field have shown that I am capable of working independently with minimal supervision. I have also shown that I can be an effective and integral team member. Efficient management of my time and the ability to work in a fast paced and changing work environment, while maintaining a friendly and professional disposition towards my customers and co-workers are what I consider to be my greatest strengths.

I have significant on-the-job experience with various software and technology including Exchange, Backup Exec, Symantec Anti-Virus, Terminal Services, VPN's, Wi-Fi, DNS, WINS, & Active Directory. I am excited to be in this field because it suits my desire to work in a dynamic environment and it provides many opportunities to learn about the latest developments in computer technology. These skills and attributes will make me a valuable addition to your team.

Work Experience

June, 2004 -- January, 2008
Encompass Computer Solutions, Charlotte, NC
Network Engineer

• Responsible for network support for an assigned client base containing 21 servers (7 Exchange) and 180 workstations in a Microsoft environment.
• Monitor nightly backups and anti-virus protection.
• Configure and deploy servers and workstations as needed by customers.
• Detect and remove security threats as needed.
• Assist customers with network configurations involving VPN's and wireless networks.
• Instrumental in launching of remote office in Reno, NV for customer by deploying an “out of the box” network with VPN.
• Provide user phone and desk side support as needed.
• Consult with customers to discuss technology needs and provide appropriate recommendations.
• Accomplished these results working from home with minimal supervision.

July, 2002 -- June, 2004
Reynolds Web Solutions - Automark, Charlotte, NC
National Account Coordinator

• Provided technical on-line and telephone customer service support of websites and customized internet-based applications.
• Maintained proprietary software, third party software licensing, installations and tech support.
• Served as liaison for sales and R&D to coordinate production, and software development.
• Recorded and troubleshot technical support issues.
• Communicated troubleshooting issues to Automark's Operation and Support Division.
• Built reports based on customer e-commerce metrics.
• Rebuilt relationship with major enterprise customer, which resulted in a renewal of a $1.2 million annual agreement for two years.
• Conducted on-site e-commerce training for store Internet sales managers.
• Accomplished these results as a virtual office employee with minimal supervision.

March, 2002 -- July, 2002
Matlen Silver, Charlotte, NC
Technical Support Specialist, Wachovia (Winston-Salem, NC)

• Participated in the Wachovia Data Transmission Services conversion project for the First Union merger. Project included converting customer accounts from legacy network to Connect Enterprise for HTTP and FTP transmissions and to Data Express for a-sync and bi-sync transmissions.
• Assisted customers with configuring applications to meet new requirements to send and receive transmissions from bank.
• Conducted online testing using UNIX, Data Express, and Mainframe to confirm successful transmissions and troubleshoot problems.

February, 2002
Apex Systems, Charlotte, NC
Lead Technician

• Managed team responsible for the migration of 4 Bellsouth offices to Windows 2000 from NT.
• Assisted in migration testing during pilot program.
• Worked with BellSouth representatives to troubleshoot migration issues while on site.
• Configured work areas in order to use maximum resources available to team.
• Inspected new workstations to confirm they had been properly imaged and inventoried.
• Tested and deployed workstations to users upon migration completion.
• Re-imaged workstations that failed during migration.
• Responsible for reporting of team's progress, migration issues, and site inventories.

April, 2001 -- December, 2001
Matlen Silver, Charlotte, NC
Technical Support Specialist, Bank of America (Charlotte, NC)

• Supported 400+ users in a Microsoft environment using Office, Outlook, Impromptu, WIPS, BAM, CompuServe, Oracle, Picture Talk, Lotus Notes, Front Page, Maxxes, Right Fax, Blackberry, and Producer Plus.
• Asked by supervisor to coordinate department's role in switch change and IP re-addressing for the Asset Management group.
• Set up LAN and remote access configurations for desktop and laptop PC's.
• Installed standard and customized configurations for users. Tested final configuration and deployed to clients.
• Provided telephone and desk-side user support for hardware, software, and network issues using SMS and Tivoli Endpoint.
• Maintained network security by surveying PC's for needed updates, as well as the detection and removal of virus infections.
• Proactively met with users to inspect operating environments of their pc and address any issues or concerns they may have.

November 1998 -- February 2001
First Charter National Bank, Concord, NC
Financial Center Manager, Eastland Office (Charlotte, NC)

• Maintained a positive, cohesive, and fun work atmosphere.
• Worked independently to troubleshoot common network, PC, and printer problems within the branch.
• Assisted with the configuration of desktops and applications when updates were issued.
• Conducted sales meetings with staff and provide coaching to improve performance.
• Responsible for achieving branch sales goals and expected level of customer satisfaction.

June 1995 -- November 1998
American General Auto Finance, Concord, NC
Branch Manager

• Responsible for daily operations of branch including maintaining dealer relationships, review of customer financial application, interview and hiring of job applicants, collection of accounts, and marketing of repossessed assets.
• Won company sponsored contest be achieving highest growth rate in district.
• Conducted staff meetings with staff to coach team members in improving their performance to achieve personal and branch goals.

Education
ECPI College of Technology, Charlotte, NC (SACS Accredited)
Diploma: Information Technology / Networking

The University of West Florida, Pensacola, Florida
Degree: B.A.
Major: Finance

Pensacola Junior College, Pensacola, Florida
Degree: A.S.
Major: Business Administration with emphasis on financial institution management

Certifications
Microsoft Certified Professional
CompTIA A+

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