***** ******** **. #**** • Houston, TX *****

832-***-**** • accytp@r.postjobfree.com

IT Support Operations Lead/Service Support Manager

AREAS OF STRENGTH AND EXPERTISE

• Strategic Planning • Team Building • Expense Control

• Productivity Improvement • Time Management • Recruiting and Training •

Technology • Relationship Building • Retention

• Networking • Motivation • Instructing

• Project Management • Problem Solving • Dell Certified

• Communication • eDiscovery • ITIL

SUMMARY OF QUALIFICATIONS

I have maintained dynamic, business professional with over 17 plus years of experience of achievement

in technology and profitability through a focus on team building, training, and customer experience. My

knowledge with Cisco Routers/Switches, Exchange servers, and various Window servers such as 2003,

2008, and 2012 have given me the experience manage and lead a team of techinicans. I have acquired

superior verbal and written communication skills to easily interact with executives, peers, staff, customers,

and vendors as well as knowledge with ITIL and SLA’s.

COMPUTER SKILLS

• Active Directory • BMC Remedy Service Request Mgmt. • MS Outlook

• Tivoli Service Desk • SharePoint • VPN/Remote Access

• Lync • MS Office 2003-2010 • WHD/SL

• Windows 2003-2012 • Dell/HP Hardware • Citrix

• Java Platform • ShareFile • Firewall

• Ghost/Altaris/Acronis • Cisco Routers/Switches • LAN/WAN

• Windows OS • SQL • VMWare

EDUCATION

Southern Methodist University, Houston, TX 2004

A+ and MCSE Certification

N.C.T.I, Littleton, CO 1999

Dell Dispatch Notebook and Desktop Certification

Grambling State University, Grambling, LA 1993

B.S., Telecommunications

Kobie K. Mendenhall PAGE 2

PROFESSIONAL EXPERIENCE

Breakthrough Technology Group, Sugarland, TX May. 2012 to Jan. 2014

IT Support Operations Lead

• Managed 13 technicians and six Operations Support Engineers

• Created and implemented new processes and procedures for the support desk

• Performed testing and maintenance for the client Exchange servers during quarterly testing

• Worked with Ensim/Barracuda directories to add users or mailboxes within the distribution list

• Built new server in the Remote Desktop Management Center by adding the IP Addresses provided

the PMO for the new clients

• Delegate all duties to my staff

• Setup appropriate scheduling to cover a 24/7 shift rotation

• Used Cisco Routers to connect printers, computers, and servers to the network

• Assist in setting server centers or rooms by connecting cable for LAN/WAN connectivity

• Troubleshoot any issues with clients unable to connect to the LAN

• Citrix, Active Directory, Remote Desktop, Exchange creation and deletions, and /or server builds

• Configured Firewalls to be put in place to prevent any unauthorized access to or from the company’s

network.

• Ran monthly reports for ticketing system

• Setup and gave permissions for accounts in Active Directory as well as maintaining all of the user

machine names and locations within the system. Reset VDI system, passwords, unlocked account,

created accounts, and terminated accounts with AD.

• Ran monthly reports for ticketing system

AT&T Internet Service, Inc., Houston, TX Apr. 1992 to May 2012

IT/Telecom Service Support Manager

• Managed a team up to 125 technicians in the Houston, Dallas, and San Antonio regions

• Mentored both senior and junior technicians as well as new hire technicians on the processes of

procedures of U-Verse installations

• Migrated from the field to the IT systems dealing with Cisco Routers and Switches

• Connected the computers, printers, and servers to the network

• Worked within the server room to monitor any trending or spikes with the systems

• Ran cable in order to get connectivity to user systems

• Did testing for with any new imaging before loading the image on any company server

• Assigned trainers to train new network administrators

• Setup and gave permissions for accounts in Active Directory as well as maintaining all of the user

machine names and locations within the system. Reset VDI system, passwords, unlocked account,

created accounts, and terminated accounts with AD.

• Worked with other network admins in setting server centers or rooms by connecting cable for

LAN/WAN

connectivity

• Did minor work with the Exchange servers but did assist with creating email accounts and company

distributions lists

.

Contact this candidate