Systems Support

Certification
Cisco Certified Network Associate - coursework completed


An IT professional with an extensive background in Systems Management, operations and support. Creative analytical thinker with demonstrated ability to troubleshoot problems and consistently implement effective solutions.

Technical Summary

Operating Systems Windows (•••••x, •••••,•••••,NT, •••••,ME, XP),OS 9, OSX, AIX, AOS/VS

Hardware•••••Routers, Switches, Hubs, Symbol Barcode readers, Eltron
•••••Printers, X••••• based machines from ••••• to Pentium 4, Athlon, IBM•••••RISC •••••, DG MV•••••, DataCap, Fujitsu •••••, Network Cards,
Memory, Cat 3 & 5 cabling.

Software StS Systems, Retail Pro, Microsoft Office •••••/•••••/XP, Microsoft Outlook •••••/•••••,Access, Internet Explorer, Outlook Express, Symantec Anti-virus,
Symantec Ghost, Symantec Internet Security, Netscape, Corel Draw, BusinessWorks, Backup Exec.

Networking•••••LAN/WAN, TCP/IP, VPN, HTTP, Ethernet.


Professional Experience

Micro Center, Duluth, GA
Sr. Technical Support Representative/Training Contact••••• ••••• - •••••
Responsible for all Technical support, service and associate training for large computer retailer.


Supervisor for both Technical Support and Service Departments.

Performed upgrades and service work of computers and peripherals

Managed network operations and facilitated necessary troubleshooting.

Coordinated and delivered all new associate sales and orientation training.

Provided ongoing training in order to further develop existing associates.

Supported entire sales staff through customer interaction and satisfaction by providing both telephone and store level sales and support.






Self -Employed
Technical Consultant••••• ••••• - •••••
Provided software consulting services for software integrator in Marietta, GA. Installed, upgraded, configured and trained clients at client sites on latest software version release.

Delivered onsite upgrades and installations of both software and hardware.

Performed new user installations on site as well as providing necessary training to clients on software and hardware functionality.

Converted, cleaned and verified existing data during upgrades into latest software release.

Trained clients on the application and functionality of current software release with regard to clients day to day operations.

Consulted with clients on how to operationally conduct business on a daily basis.


Georgia Girl Fashions, Lawrenceville, GA
IT Manager••••• ••••• •••••
Managed the daily activities of all computer operations, hardware support and help desk support. Responsible for project management of all corporate computing resources, user support and production jobs. Other activities included capacity planning, selection, negotiation and purchase of appropriate technologies including hardware, software and support services.


Project Director/Manager on the implementation of six enterprise wide systems.

Provided Help Desk administration for all hardware and software to end users. This included up to ••••• local workstations as well as ••••• remote workstations and included both enterprise software and Microsoft applications.

Managed staff of six IT operations and Help Desk support personnel.

Coordinated and conducted all systems training for over ••••• associates.

Created and maintained all system documentation and training manuals.

Negotiated all support contracts resulting in a •••••% annual reduction in department overhead.

Developed and delivered network wide enhancements and upgrades.




Additional Experience
MIS Manager K & G Mans Centers Atlanta, GA••••• ••••• - •••••
Data Processing Manager Georgia Girl Fashions Lawrenceville, GA ••••• •••••
Installation Technician Equipment Resources Inc. Atlanta, GA••••• ••••• •••••