Professional Profile

• Project Management Professional (PMP) certified through PMI.
• Project + Certified Professional for IT Project Management.
• Motivated self-starter and achiever with proven ability to operate independently and in high-intensity, dynamic environments.
• Creative problem-solver who works hard and thrives on challenges.
• Enthusiastic learner who effectively grasps and comprehends new, emerging concepts and practices.
• Effective team leader with exceptional interpersonal skills.

Confidential
Web Hosting System Server Administrator
Confidential, Alpharetta, GA 
Performed remote management of client hosting servers and application infrastructure platforms. Monitored the performance of databases and their space utilization. Performed system backup and recovery procedures. Installed system patches and administered required server hotfixes. Executed change requests and fault management providing service restoration. Managed and escalated technical outage calls.

• Supported the WebTrends platform as Technical Account Manager. Maintained the accuracy and timeliness of client data and the stability of the overall system and platform health. Established relationships with stakeholders of various levels by continual communication.
• Achieved 100% success as Project Leader on WebTrends migration project to improve application performance. Deployed WebTrends application software upgrade and migrated all client data for all WebTrends client profiles.
• Directed operations by serving as acting Operations Manager assuming "command and control" for the web hosting production environment. Ensured the efficient and effective management of business operations and change management activities with adherence to SLAs and in accordance with organizational requirements.
• Selected to handle high-profile customer issues due to a customer focused attitude, demonstrated professionalism and thorough fault analysis.

Operations Technical Support Systems Administrator
Confidential, Alpharetta, GA 
Systems administrator for the Web Hosting Data Center managing multiple infrastructure facets of the data center facility and performing systems and software installations, upgrades, maintenance and administration in 24/7 environment.

• Played key role as project contributor in the installation and service cutover of permanent uninterruptible power supply (UPS) for the Web Hosting Data Center. Its successful implementation drastically reduced negative impact to devices from power outages and surges and increased customer platform confidence and satisfaction.
• Supported off-site Disaster Recovery Drill Missions as a technical liaison with client facilitating issues resolution, systems accessibility procedures, alternative solutions identification and evaluation of results.
• Reduced timeline for stakeholder acceptance of deliverables by developing a strategic partnership with a fellow remote colleague resulting in completion time on change requests being decreased by 20%.
• Maintained server product licenses decreasing risks of service interruption for mission critical client services.
• Administered all local server backups using HP Omniback. Tracked and managed rotation of backup tapes for off site storage.
• Supported the Price-Waterhouse Security Audit for SAS 70 Certification by extrapolating and supplying pertinent networking, structural and procedural information and documentation to the client teams.
• Recognized for outstanding contributions in Centralized Operations for "enabling client success."

Senior Technical Associate
Confidential, Marietta, GA 
Provided proactive system monitoring, managed problem resolution and performed system analysis for the Force Management System (FMS) UNIX platform.

• Attained fast-track promotion from Senior Data Processing Clerk through series of increased responsibilities.
• Streamlined and modified methods and procedures to increase the efficiency of associate call-handling and issue response time by 20%.
• Served as Tier 2 point of escalation.
• Trained associates on FMS call-handling procedures, problem identification and problem resolution.

Senior Data Processing Clerk
Confidential, Marietta, GA 
Initial point of contact providing ticket creation and problem identification and resolution for internal Customer Service and Support Centers associates.

• Selected to provide associate training on the AT & T Call Tracking Tool (ACTT)
• Collaborated with Tier 2 support and Developers on escalated issues resolutions.
• Supported over 30+ user applications.

Communications Assistant
Confidential, Norcross, GA 
Acted as a transparent provider of communication by facilitating telephone services for the hearing and speech-impaired community in a confidential and professional manner.

• Selected to represent center at a convention for the hearing and speech-impaired giving call demonstrations and supplying customers with information on call procedures and processes.
• Consistently exceeded established standards for quality call measures.

Master of Business Administration, Confidential, Atlanta, GA (In Progress)
Bachelor of Science in Physics, Confidential, Carrollton, GA
Bachelor of Arts in Mathematics, Confidential, Carrollton, GA
PMI Project Management Body of Knowledge, Confidential, Norcross, GA 
Confidential, Alpharetta, GA

Project + Certified Professional (IT Project Management), CompTIA
Project Management Professional (PMP), Confidential

Confidential, Member
Confidential — Atlanta Chapter, Member

• UNIX (HP, Solaris, Linux)
• Windows(NT, 2000,2003)
• Oracle
• BMC Patrol
• WebTrends
• HP Network Node Manager
• HP Omniback
• Tone Compulert
• Checkpoint Firewall
• Coldfusion
• Microsoft Project
• Microsoft Visio
• Remedy