Network Admin Resume

EDUCATION

OVERVIEW OF QUALIFICATIONS

SKILLS

Technical

Management

Critical thinking, decision making and problem solving skills
Ability to initiate/manage cross-functional teams and multi-disciplinary projects
Quality Control Oriented
Conflict resolution
Adaptability and ability to work under pressure
Influencing, leading, negotiating and delegating abilities
Excel in developing and motivating highly focused teams
Leading virtual teams
Creating and maintaining a team environment
Maintaining service levels

EMPLOYMENT HISTORY

Confidential - Dealer Services (BZ Results/Cobalt), El Paso, TX November 2006 ~ Present
Tier 2 Technical Support Team Manager

Supervise and coordinate activities of Tier 2 product support.
Provided reports on desk operations and issues regarding the firms customer base to management.
Provide product and new product training to internal and external customers.
Maintaining service levels at a consistent level by developing, managing operational standards.
Review and analyze data on customer support trends or volume changes and make adjustments
Represent technical services in all product/program launches
Developed and designed new web interfaces, layouts and site graphics.
Analyze website analytics, trending, SEO, online marketing campaigns
Comprehensive technical knowledge of HTML programming and JavaScript coding.
Work closely with R&D to resolve escalated issues if a workaround cannot be implemented.
Oversee user acceptance testing before products are launched.
Oversee pilot phase testing and gathering feedback.
Liaison between customer support and product development
Manage assigned projects between cross-functional teams
Manage fiscal and yearly budget
Manage virtual teams

Confidential, El Paso, Texas November 2006 ~ February 2008
Operations Manager

Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer.
Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels.
Developed internship program with local technical college.
Network Administration
IT Support
Web Design

Confidential, El Paso, Texas October 2005 ~ October 2006
Configuration Analyst

Assemble and Configure clinical monitoring devices
Test and Inspect products (Quality Control)
Order Management (Track inventory using Oracle Applications, View Order history using Global Active Backlog, Compare inventory using Excel Application with formulas)