Resume of Information Technology Consultant

Title
Information Technology Consultant

Primary Skills
Best Practices Implementation, Technical Analysis & Research, Six Sigma Yellow Belt

Location
US-GA-Decatur

Posted
Jan-05-08

PROFESSIONAL HIGHLIGHTS
-Best Practices Implementation -Technical Analysis & Research
-Problem Management -Large User Base Support
-Training & Development -Disaster Recovery Planning
-Six Sigma Yellow Belt -Mentoring using Dale Carnegie
-Systems Implementations -Migration & Upgrades
-Project/Team Management -ITIL

TECHNICAL EXPERIENCE & KNOWLEDGE
Certifications: IBM, A+, Lotus, Computer Associates, MacIntosh, ITIL, NCSA(Microsoft Certs)
Hardware: IBM, Dell, Gateway, Toshiba, Notebooks, Scanners, Compaq Printers, HP, Epson, Okidata,
Toshiba Peripherals Tape Backups, Memory, Modems, Motherboards, Network Cards,
PCMCIA, I/O devices, Blackberry's, Smartphone's, Network Hubs, Routers, Wireless

Platforms: MS / PC Dos, Windows 95, 98, NT, 2000, XP, Macintosh, Citrix,
Terminal Server, IP Protocols

Networks: Windows Server NT/2000, Novell, SNMP, DNS, Wins, DHCP, TCP/IP,
Ethernet, VPN

Network/ What's Up Gold, GFI Network Server Monitor, DameWare NT Utilities
Desktop
Management:

Software MS SMS, Novell Zenworks
Distribution:

Tools : Symantec Ghost, Backup Exec, Carbon Copy, pcAnywhere, Real VNC, Lotus
Notes, SecureID, Veritas Backup, Firefox, Internet Explorer, Various Anti-Virus,
MS SQL, Frontpage, Web Expressions, Microsoft Office 95- 2007, MS Visio, MS
Project, Rightfax, Winfax, Remedy, TechExcel

Corporate SMS Server, SQL Server, Lotus Ccmail, Ms Exchange, Web Design, Windows,
Trained: Microsoft IIS Administration, Windows NT, Novell, How to be a Leader, Management
Skills

PROFESSIONAL EXPERIENCE
Managing Consultant - Nov. 2006 - Oct. 2007
TMB Consulting, Atlanta, Ga
* Managed, developed, implemented and supported solutions to automate desktop infrastructure
* Provided high level customer service to business critical environment
* Staged and deployed new equipment
* Wrote comprehensive documentation on processes & procedures as well as on specific systems

HelpDesk/Desktop Manager - Dec. 2004 - Aug. 2006
Automatic Data Processing Inc, Alpharetta, Ga
Responsible for the implementation, day to day management and operations for client's internal 24x7 Service Desk and Desk Side Computing service teams supporting approximately 2000 networked end users in Atlanta, Des Moines, Salt Lake City & Hyderabad, India locations. Support to the executives and assistants were essential.
Key Achievements:
Managed two teams of 6 technical individuals to include 1 lead and an administrative coordinator
Provided comprehensive evaluations of the current support functions to include call flows, problem management, change management, staffing models and skill sets, so that clients could re-organize and re-align operations into an effective and cost reducing "Best of Class" service center
Developed realistic Best Practices Matrix for Help / Service Desk and Desk Side Computing services based on end users needs and requirements
Implemented a metrics system to handle the volume of calls
Purchased and maintained hardware and software assets
Assisted end users with implementing strategies and recommendations
Trained and mentored staff on the art of Customer Service
Part of IT Security team that implemented best security practices
Created IT Advisory Board. Gained buy-in of employees for this initiative
Ensured Help Desk Service Levels (SLA) were being met according to the satisfaction of the Business Units that were being supported
Authored plan to improve hardware/software standards to eliminate unstable, highly mixed operating environment
Studied the root causes of failure and implemented methods to eliminate them resulting of reduction in Repeat Failures from 25% to 14%
Increased the customer satisfaction rate from 58% to 71%

Senior Desktop Engineer - Dec. 2002 - Dec. 2004
Automatic Data Processing Inc, Alpharetta, Ga
Provide first and second level support to clients including implementation, maintenance, configuration, control, security, troubleshooting, and usage monitoring. Provide higher level of software and hardware expertise in order to resolve issues, especially cross-department IT issues. Act as business liaison assessing client training, software, hardware needs and actively perform contingency and technology planning. Evaluate new hardware and software making recommendations to other groups in order to provide the best technology solution. Coordinate pc add, changes, and moves along with asset management. Address trouble tickets and update in IT Trouble Ticket queue, escalate any issues that may need a higher level of support. Other duties and projects as assigned.
Accomplishments:
Day to day technology support for computer and network issues
Set up and supported desktop/laptop computer clients including hardware and software
Streamlined the process and procedures of how new machines were deployed
Solved all hardware and software computer issues
Was on Microsoft Active Directory migration project
Responsible for installing/configuring and servicing local/LAN printers for local/ remote users
Server administration and backups
Network account management: Approx 800 -- 900 users at any given time. Includes account creation, establishing/adding users to groups, password management, locking/disabling, expiration management, users ID changes and mapping personal LAN drives. Used Windows NT group manager
Coordinated, supervised, and implemented technology related adds, moves, and changes
Virus/spy ware detection and cleanup
Configured and supported computer clients to gain remote, off site access; Secure iD
Managed maintenance, troubleshooting for servers, computer clients, printers
Created training manuals for users.
Direct support for Executives
Excellent customer satisfaction
Served as LAN Administrator, supporting applications, training rooms, network and security issues that streamlined operations and reduced downtime.

Consultant - Nov. 2001 - Dec. 2002
Self Employed, Atlanta, Georgia
Installed, configured and maintained F.A.B. Consultant's wireless network in Miami.
Duties included, phone and remote support, pc and laptop configuration using Microsoft 95,98,2000 operating systems, Microsoft Office training. Setting up of policies and procedures.

Network Manager - Jul. 2000 - Nov. 2001
Voicecom, Atlanta, Georgia
Directed a 24x7, 5-person networking staff. Responsible for a 900-user corporate network in a $100 million telecom firm. Managed designed, supported and provided maintenance of network infrastructure for this state-of-the-art Telecom Company, providing innovative solutions. Performed network implementations, wiring installations, hardware and software setups, testing and training. Scheduled and help build Novell 4x, Exchange and Windows NT/2000 Servers and installed associated software. Monitored network and data security, reliability and analysis. Consult with project management, development and administrative staff on specific needs. Responsible for creating performance plans for the team, setting team goals, scheduling staff to cover support hours with appropriate skill sets, assisting staff with difficult customers, assisting with prioritizations and escalations, working with other departments to bring closure to customer calls. Managed Helpdesk when needed.

Network Technician - Jan. 2000 - Jul. 2000
Voicecom, Atlanta, Georgia
* Supported users on multiple protocols including NetBIOS, NetBEUI, TCP/IP, and IPX/SPX
* Performed network development and evaluation on various software applications for Windows NT, 2000.
* Ensured integrity of all network data through backups and scheduled systems maintenance.
* Ensured compliance to established procedures with regard to operational and application documentation.
* Troubleshot Novell Netware AND Windows NT/2000 network errors.
* Scheduled backups using Backup Exec
* Network administration and support of a Windows NT LAN/WAN environment.
* Administered over 150 NT and Novell servers, MS Exchange servers, Terminal servers, SMS servers and Web servers, in Atlanta, Dallas and Reno locations.
* Upgrade of Compaq & Dell servers. Applying patches to software when necessary.
* Installed, configured and maintained company FAX server.
* Promoted to Network Manager

Tech Lead LAN Team - May 1997 - Jan. 2000
BellSouth Corporation, Atlanta, Ga.
Managed a technical team of 6 engineers and administrators in a NT and Novell environment. 2nd and 3rd level support. Responsibilities included administration and troubleshooting of corporate network including direct support to Lotus ccMail system.

Accomplishments:
* Implemented connectivity for mobile users using Citrix.
* Software distribution using Novell Zenworks. Microsoft IIS Administration
* Involved in ccMail to MS Exchange conversion corporate wide.
* Created security policies and SLA agreements.

Contractor/Systems Support Engineer - Sep. 1996 - May 1997
BellSouth Long Distance, Atlanta, Georgia
* Helpdesk second level support.
* Provided application end user support in the following software: MS Office, WindowsNT (3.51/4.0), ccMail, Lotus Organizer, Corel Draw, Citrix and Terminal Server, Oracle, Impromptu.
* Installing & configuring WindowsNT workstations on Dell and Compaq.
* Rollout of Desktop & Laptop computers.
* Providing integrated solutions and special needs to the VP's, Directors and Manager's.
* Software testing. Creating software standards on all desktops.
* Developed and maintained company Intranet.
* Promoted to Tech Lead

EDUCATION AND TRAINING
New York Institute of Technology, New York


PROFESSIONAL AFFILIATIONS
Help Desk Institute (HDI) , ATLANTA. HDI is the largest association for IT service and support professionals.

itSMF, ATLANTA. itSMF USA is an independent, membership-oriented association dedicated to the advancement of IT Service Management best practices through knowledge sharing, educational and networking opportunities.

Certifications
See above


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