5+ years experience managing a ••••• to ••••• member IT team, working as main point of contact for problem solving and providing directives to technicians on IT teams.
Platforms: Windows XP/•••••/ME/NT/•••••/•••••, UNIX
Software: Lotus Notes •••••/6/5, Active Directory, VPN, Outlook, Citrix, MS Office, MS Project, pcAnywhere, Microsoft Exchange Client (original release with server product in ••••• - current), Visual Basic, Ghost, Reflections, VNC, MS Visio, Blackberry Desktop Manager, Cisco Call Manager, Cisco Unity, LANDesk, NAV, Adobe Acrobat, various spyware removal programs
Quad B Transportation
October ••••• Present
Day to day support and issue resolution within current configuration.
Responsible for hardware and software system configuration, installation, repair and maintenance on Microsoft and Novell networks, PCs and printers.
Identified potential improvements to system functionality and business processes including design.
Coordinated, tested and validated the implementation of change requests, patches and updates.
Senior Systems Engineer
Kaneka Texas Corporation
March •••••Oct •••••
Provided identification of system-level requirements and preparation of system specification, wiring diagrams, interface control documents, hardware requirement documentation, and software requirement documentation.
Analyzed user requirements, procedures, and problems to automate processing or improve existing computer systems.
Gathered requirements for, and recommended purchases for new SAN equipment including storage systems, and switches.
Involved with creating backup and restore procedures as well as maintained daily tape backup support.
Maintained and managed the MES system including Hardware, Software, security, backups, network, database, etc as well as programming, implementation and maintenance as well as provided MES Operational training to plant personnel.
Lead planning, testing, and rollout for Windows ••••• Active Directory upgrade utilizing a virtualized environment to simulate the production environment.
Wrote Quality Manual for ISO certification effort.
Dynegy(as a consultant through Insight)
March •••••August •••••
Managed a five-member team responsible for new PC migration/rollout, including production timetable, status reporting, client/project team coordination, and quality assurance.
Maintained the Lotus Notes / Domino R5 and ••••• environment which includes the implementation, administration, functionality and end-user support of Lotus Notes on a Windows platform
Provided person-to-person support and troubleshooting throughout process of new system rollout and configuration.
Maintained successful business relationships with customers, vendors and other sub-contractors by working with multiple teams and different management levels.
as a consultant through Getronics)
April •••••January •••••
Responsible for management of a desktop support team of ••••• technicians providing support for over ••••• internal and over ••••• remote customers: responsible for management of technicians daily schedules, monitor and balance technicians daily workload, and provided training and motivation for technicians. Recommended and implemented new switching center design, which resulted in improved equipment maintenance and switching operations.
Worked with upper management to improve delivery of services, as well as with clients and IT to identify and develop new support processes. Provided assistance to escalation and resolution of issues to management staff regarding outstanding desktop issues, provided a weekly status report identifying significant activities and/or trends, and worked with operations support to provide documentation and amendments for daily processes.
Managed time sheets, expense reports and month end reports of all techs as well as bi-annual progress evaluations.
Desktop Team Lead
Caprock Services Corp. Houston, Tx
June •••••May •••••
Assistant managed a team of ••••• tech support which provided training to over ••••• staff and customers in computer-system setup and operations.
Personally developed, coordinated, and integrated computer system requirements, including but not limited to, space definition, utilities and cabling for new facility with ••••• PC systems.
Interfaced with upper management and customers regularly regarding project status.
B.S. in Information Technology
University of Phoenix, Houston, TX
A+ Certification, Network+ Certification, Labworks System Manager, Labworks User, DMI Configuration/Administration, DMI Server Management
Working towards PMI certification expected March •••••
MCSE In progress