SUMMARY

• Expert in the telecommunications industry and working with the federal government.
• Technically adept managerial professional experienced in implementing new information technology processes to save money and increase efficiency. Actively researches business challenges to create viable and cost effective solutions; consistently meets deadlines, prioritizes tasks, and delegates duties. Over 15 years experience training, managing, and leading teams in maintaining a technologically efficient and consistent workplace. Complete experience includes information technology, purchasing, budgets, and inventory control.
• Maintained business continuity despite non - functioning antiquated computer equipment.
• Created and presented a comprehensive presentation to the executive committee addressing equipment replacement on a rotating yearly basis until target replacement time frames were met.
• Received multiple ABC awards (Above and Beyond the Call), Six Sigma quality awareness training award, and Certificate of Achievement for outstanding achievements in Continuing Education Credits.

CORE COMPETENCIES

• DOS
• Windows
• Microsoft Office Products
• MS Exchange
• Outlook
• MS Access
• Dbase IV WordPerfect
• Lotus 1-2-3
• AS/400 Client Access
• Qbasic Cobol
• Turbo Pascal
• RPG IV
• ImageCast
• Ghost Disk
• PC Platforms
• Local Area Networking
• Data Communications
• MS Visio
• MS Powerpoint SharePoint

PROFESSIONAL EXPERIENCE

Confidential, Raleigh, NC

Technical Writer / Consultant

• Produce investigation documentation and reporting for the confidential to support the confidential low call completion rate project.
• Produce documentation guidelines and templates for team reporting.
• Create investigation documents using data from Call Detail Records, SS7 traces, and milliwatt testing.

Confidential, Raleigh, NC

Technical Writer

Responsibilities:

• Produce technical documents for the benefit of development and support groups.
• Produce documentation for new applications and tools for the deployment team.
• Build and institute searchable knowledge base for support group.
• Develop process to track all project requests and ongoing projects, project prioritization and progress tracking.

Product Support Manager

Confidential

• Primary goal: Align 3 automation support teams into a cohesive unit using standardized tools and methods
• Analyze front door ticket tools and align processes
• Process flow analysis and improvement
• Design and implement standard CMDB for all teams
• Implement standard software revision tool
• Standardize and set goals for development testing and quality
• Application Support and Proactive Maintenance
• Outage Notification/Reporting; SWAT Call Leadership
• Break Fix and MACD Ticket Oversight
• Data Quality Proactive Analysis

Confidential, Fort Bragg, NC

Technology Planner/ITIL Analyst

Responsibilities:

• Maintain and improve IT service quality through a constant cycle of agreements monitoring, reporting, and negotiation on IT contractual services within the Network Enterprise Center.
• Design contractual templates (SLAs) and Usage Reports, and edit the Service Catalog into a user friendly version that would integrate as part of the configuration management database.
• Maintain a continual service improvement on documents targeting matrix that would identify weak areas to improve future service quality.
• Document and extract supporting services from Remedy that are crucial in maintaining SLAs.
• Create Remedy macros to create consistent data pulls.
• Create technical support documentation for ITIL processes.

Confidential, Raleigh, NC

Client Services Manager

Responsibilities:

• Responsible for supporting PC equipment and peripherals including installation, reconfiguration, and upgrades for over 1600 employees located Confidential 4 main sites and 65 remote sites. Managed help desk team and 10 desktop technicians who were the first point of contact for customer issues. Worked closely with other IT departments to maintain continuity in all aspects of hardware/software use including Sarbanes Oxley documentation and compliance. Tested new software/hardware for possible purchase and integration into production. Participated as the change control meetings moderator. Purchased desktops, laptops, peripherals, and software. Responsible for asset inventory and software compliance. Prepared annual technology budget and forecasts. Tracked trouble tickets using customized software. Familiar with Remedy, BMC Service Desk, and Trackit help desk software.
• Implemented processes resulting in over 50% reduction in help desk calls and tickets.
• Instituted a yearly rotating hardware replacement plan and replaced antiquated desktops in call center with low maintenance thin clients.
• Exercised technical user understanding; built a SharePoint FAQ site for employees, refined IT processes to consolidate duties.
• Suggested and implemented employee identification standardization for all company systems.
• Managed multiple projects including installation of dual screen thin clients and dual screen flat panels in the call center resulting in a > $350,000 printing cost reduction.
• Instituted ITIL procedures which included Change Control management; created help desk procedure manual for Sarbanes Oxley compliance and help desk ticket system replacement.

Confidential, Scranton, PA

General Operations Technician

Responsibilities:

• Performed upgrades, repairs, troubleshooting, and new installations for 785 PCs and Macs, and over 280 printers on campus. Supported daily operations for AS/400 system, token ring and Ethernet LAN support, PC setup, software and hardware upgrades. Supervised a staff of full-time and part-time technicians and work-study students to provide timely and efficient service.
• Experienced in performing and overseeing software installations and network configurations involving an Ethernet network connecting to UNIX and Windows servers plus an AS400 environment with client access.
• Ensured consistent performance of all network hardware and a newly installed Exchange server.
• Hired and trained help desk and staff; upgraded the inventory system.
• Implemented an early disk imaging process resulting in reduced desktop setup time by 50% and a network image process which reduced setup times by an additional 80%.
• Installed NAS device as software repository and authored batch file process for installations resulting in reduced manual desktop setup time.
• Eliminated unnecessary batch reports which resulted in a $70,000 printing cost reduction.