Business and Systems Analysis, working to determine needs/requirements to develop business process workflows.

Network Management of Cisco IP and VOIP systems.

Liaison and translator, between people and technology unilaterally, to find and embrace optimal solutions for all.

Quality Assurance, maintaining communication with all stakeholders to develop effective and optimal solutions.

Managing staff in a positive and forward thinking manner to improve the lives of both employees and customers.

History of “trial by fire” learning, always eager to jump in and solve a problem no matter how unfamiliar or “on fire”.

Design effective and pro-active solutions incorporating LEAN, Agile and ITIL approaches into Service Desk

support, project management and everyday workflows and processes.

Always current on new and emerging technologies and looking for ways to enhance our lives.

Best Effort Support, working to resolve all issues presented regardless of affiliation, requirements or ownership.

Continual development and implementation of Infrastructure solutions, from Systems and Services to Networking.

Multifaceted, diversified knowledge and hands-on experience with various desktop and server systems, hardware,

applications and devices (Dell, Apple and HP Server, Laptop and Desktop hardware and all mobile devices)

Managerial, Supervisory, budget management and purchasing experience.

Self-motivated and resourceful, eager to take on new tasks and accomplish them in a timely manner, then revisiting

them to evaluate and evolve.

Experience in developing and maintaining positive customer relationships.

Current experience supporting MacOS (through 10.10), Android (through 5.1), iOS (through 8.2) Windows (through

8.1), Linux (Red Hat/Fedora and Ubuntu) and Windows Server (through 2012)

Experience with Customer Support Software solutions (Remedy, SharePoint, Footprints, Zen Desk, SysAid, Jira and

Service Now), Job Automation solutions (365 Enterprise, Automator, Actions), Server Patching Solutions (Shavlik,

ZenWorks, SCCM) and other support and maintenance tools.

Familiarity with HTML, Java, Flash, SQL, Applescript, and other Web Development tools.

2015 – Present DSS Corporation Southfield MI

Technical Support Manager to a team of 9 Technicians (in 5 different locations across the country) across three

support tiers to install systems and respond to support requests from our customers (1500+ Servers) across North

America.

Tasked with redesigning the support strategy to allow for, and accommodate, immediate growth.

Maintain and develop existing infrastructure (Google Apps for Work, Windows Servers, SharePoint, NetSuite,

Cisco Networking and VOIP) to improve quality and efficiency while reducing costs.

Improve cross-functional communications and development.

Transition from an Autocratic to a more Permissive Democrat managerial structure.

Transition leadership away from Pacesetting and Commanding approaches in favor of Affiliative, Democratic and even

Visionary approaches.

Create a collaboration (where none exists) between the Support and QA/Development teams.

Mentor and assist staff at all levels to resolve problems, meet ongoing needs and develop professional goals.

Effectively utilize outsourced Level 1 support to provide the best possible level of customer support.

Wayne State University Medical School Information Systems Detroit MI

2014

Brought in to consult on the development of existing Technical Support Manager Role and overall support structure.

Evaluated and provided recommendations to improve existing support model.

Established structure for documentation where none existed

Created improved workflows and identified those needing further development.

University of Michigan (Medical School, Athletics and School of Education) Ann Arbor, MI

1997-2014

“Tier 3” escalated desktop support of Macintosh and PC systems

Supervisor/Tech Team Lead for teams of 4-9 technicians. directly supporting over 35,000 customers

acoxln@r.postjobfree.com 734-***-**** 1185 WALNUT AVE YPSILANTI, MI 48198

Secondary Infrastructure support services (Cisco IP and VOIP Networking, Bomgar, ZenDesk, Footprints, Jira,

Solaris 2.5, Active Directory, Novell Netware and Windows Server).

Provide and maintain thorough documentation for support staff and customers.

Personally provide direct support for all Senior Staff.

Primary procurement supervisor for the Medical School Administration.

Research and develop custom solutions to meet the unique needs of all staff, faculty and researchers in several

locations on and off campus through direct and remote support systems (currently Bomgar).

Provide and develop support processes for incorporating cross campus based services into our user experience based

on statistics.

Evaluate all workflow processes and implementations to maximize efficiency and eliminate redundancies.

Remaining focused on the customer experience through the incorporation of additional technologies, services and

approaches.

Evaluating solutions using direct contact with all the stakeholders and reinforcing with statistics.

Develop and maintain computing solutions for use across multiple and diverse environments.

Evaluate and forecast operating system and software integrations and implementations.

Explore emerging technologies with a focus on mobility.

Experience with computer forensics.

Mentor, train and support helpdesk and student staff.

Network infrastructure support.

Research and write budget recommendations and proposals to meet departmental needs.

Purchasing and budget management responsibilities.

Established administrative procedures for creation and maintenance of user accounts.

Support faculty, staff, and students in their use of systems and network infrastructure.

Washtenaw Community College Ann Arbor, MI

1996 - 1997

As Systems Administrator; configure, upgrade, maintain, and administer various server platforms (SunOS 4.1.3,

Solaris 2.5, Linux, Macintosh, Novell Netware 4.11 and Windows NT 4.03).

Established administrative procedures for creation and maintenance of user accounts.

Support faculty, staff, and students in their use of systems.

Assist instructors by providing and maintaining a separate server for use by their students and guest lecturing.

Purchased, Installed, upgraded and maintained campus Web servers, Real Audio server, Radius server, INND News

server, two sendmail servers, DNS server, DHCP server

Assist instructors in design, development and implementation of Internet related classes.

Assist in design and the creation of official college web site.

Supervision of part time staff.

Relevant trainings:

ITIL Foundations Certified

VitalSmarts Influencer and Crucial Confrontations

UMHS Michigan Quality Systems LEAN Healthcare

Menlo Innovations Agile Explained Workshop

Washtenaw Community College Ann Arbor, MI

Associates Degree in Electronics Technology

Community High School Ann Arbor, MI

High School Diploma

acoxln@r.postjobfree.com 734-***-**** 1185 WALNUT AVE YPSILANTI, MI 48198

Contact this candidate