Catherine R. Mattison

St. Petersburg, FL

727-***-****

acq7p0@r.postjobfree.com

SUMMARY

Strong experience in service desk and project management. Confidant leader, managing groups ranging from 4 to 80 staffers. Superior customer service and interpersonal skills. Well-versed technical trainer, writer, and speaker. Fluent in support of most major applications for Windows/Mac desktops and business telephony systems, including Shoretel and Broadworks hosted VoIP. Proficient in network infrastructure support, both physical and virtual. Excellent client facing and vendor liaison.

PROFESSIONAL EXPERIENCE

TEK Systems, St. Petersburg, FL December 2014 - Present System Design Engineer II, contracted to CenturyLink Plan, design, and implement telephony systems for customers on Shoretel and Hosted Voice platforms. Collaborate with CTAC and VIT technicians for efficient service turn-up per project specifications. Engage customer for data collection used to configure purchased PBX systems. Analyze customer needs, recommend dialing plans and feature use, configure auto-attendant and hunt groups as requested. Troubleshoot connectivity issues with switches, calling, and telephone equipment. Attend training for new products and skill development as required.

• Travel to customer sites to engage customers for system configuration data collection, training, and support.

• Design and write supporting documentation for Shoretel phone units and Shoretel Communicator for customer utilization.

• Collaborate with geographically dispersed team in support and troubleshooting of customer telephony issues. Niagara Technology Group, St. Petersburg, FL January 2014 – October 2014 Information Systems Support Manager

Led and supervised geographically dispersed technical team of 4 that provided complete IT support services to multiple clients with network infrastructure support (HP servers, Cisco switches, Windows Server 2003/2008/2012, VMWare, Hyper-V), desktop support (Windows 7/8, MacOS), printing, and VOIP telephony.

• Traveled to industry conferences to collaborate with other IT professionals in discussion of common workflow issues and best practices.

• Liaised with vendor partners for relationship development and strategic planning.

• Used Spiceworks for asset management and helpdesk ticketing at client sites.

• Used GFI Max Remote Management tool to monitor workstation and server health, apply updates and patches, monitor virus and malware activity, and support end user functions.

• Supported Veeam Backup and Replication protection at requested client locations.

• Conducted remote installation and configuration of Unitrends Enterprise Backup appliance at client locations, with related client education and training.

• Led technical team of 4 engineers through the lifecycle of service contracts for project work involving PBX implementations and Office 365 migrations.

• Re-wrote existing statement of work and professional service agreements, maintained knowledge management for client support documentation.

• Trained support staffers in developmental paths, including helpdesk and server administration best practices. Capitol Marketing, St Petersburg, FL January 2013 – December 2013 IT Manager

Managed complete IT infrastructure of small marketing firm, including a multi-node virtualized VMWare environment running ESXi on HP server hardware, Cisco switches. Supported 50 workstations on Windows 7, both local and remote.

• Administered email systems in Exchange 2010.

• Administered and supported Shortel VOIP phone system. Facilitated licensure migration project to parent office, configured desktop phones and switchboard. Configured VPN connectivity for remote phones.

• Administered and supported file and print servers on Windows Server 2008 R2, along with networked printer hardware.

• Administered sales workflow in Microsoft Dynamics CRM 2011, including executive reporting for profit/loss data.

• Monitored network traffic, engaged Dell Sonicwall for firewall security.

• Developed project plan to migrate desktop workstations from Windows XP to Windows 7.

• Developed project plan for implementation of enterprise backup protection for VMWare host, virtual machines, and related data using Unitrends Enterprise Backup. SourceMedia, New York, NY December 2007 – December 2012 Systems Administrator

Provided support to publishing, design, and business staff of 500 workstations in enterprise environment, along with Dell server hardware. Supported content management system for production staff among Windows and MacOS platforms, along with industry standard design software to the art department and creative staffers. Support business applications among the business staffers with emphasis on Microsoft Dynamics CRM, SalesForce, and Microsoft Office. Administered Cisco Unified Communications telephony system.

• Administered domain accounts in Active Directory.

• Performed file restorations from DFS and NAS volume shares.

• Administered font server and user fonts with Font Agent Pro Server and Extensis Suitcase.

• Administered user accounts and data in SalesForce.

• Administered virtual workstations with VMWare vSphere.

• Used Apple Remote Desktop, DameWare, and Altiris to support, update, and apply security patches to client Mac and Windows machines.

• Received new hardware, imaged equipment and deployed to users. Recovered files from server backups on MS Windows Server 2003 and 2008 systems.

• Administered Windows Server 2003 and 2008, along with G5 XServe servers running MacOSX server.

• Supported major hardware relocation, user domain migration, and email server migration projects.

• Supported telephony migration from legacy PBX system to Cisco Unified Communications Manager, configuring extensions and desktop equipment.

• Managed CRM enhancement project following implementation, led software developer team of 6 through the implementation process. Maintained process documentation relating to the project.

• Traveled to supporting offices to provide internal training for Microsoft CRM. Travel to supporting offices to provide internal training for the content management system. Supported sales staff through CRM migration to SalesForce and provide related training.

• Designed and implemented internal training program for internal sales staff for MS CRM.

• Provided training for editorial and art staff in use of the content management system and DTI software.

• Designed and prepared supplemental reference materials for training sessions for users, along with instructional troubleshooting guides to IT staff.

• Provided superior support to high-ranking executive staff. Siemens Business Services, Nutley, NJ July 2007 – November 2007 Technician II, Contracted to Hoffman-LaRoche

Supported user base of 4,000+ pharmaceutical staffers, including administrative, developmental, management, lab, and research staff.

• Supported full suite of business and database management applications, including Oracle and SAP.

• Provided support for remote dial-up, VPN, and broadband connections.

• Used remote management software to update and apply security patches to client Windows machines.

• Supported user base through major MS Exchange transition to new email archival system.

• Relayed and monitored job call tickets with HP Service Desk management software.

• Escalated incident tickets to respective engineers and administrators.

• Provided consistently acclaimed customer support, ensuring 90% first call closure rate.

• Ensured SLA compliances were met.

Siemens Business Services, Old Tappan, NJ

Technician II, Contracted to Pearson Technology March 2003 – July 2007 Supported user base of 5,000+ staff among 12 nation-wide office locations.

• Supported business application users with Windows XP.

• Administered domain accounts in a mixed-mode network containing Windows 2000/2003 Server and UNIX environments.

• Administered font server with Extensis Suitcase.

• Administered XServe server running OSX server.

• Provided support for remote dial-up, VPN, and broadband connections.

• Used remote management software to update and apply security patches to client Macintosh and Windows machines.

• Supported user base through network transition to Active Directory and Exchange 2003 server migration. Monitored Tivoli for network device failures and escalated to respective engineers and administrators. Relayed and monitored job call tickets with Remedy help desk management software.

• Led Macintosh team of 4, provided training for new staff. Rutgers University, New Brunswick, NJ April 1997 – September 2002 Assistant Manager, Campus Computing Facilities

Managed the Busch campus student computing center. Supervised lab staff of 100+ employees. Led supervisory team of eight.

• Provided development and instruction for internal staff training programs.

• Prepared payroll vouchers and payroll reporting for campus staff.

• Managed new equipment deployment and inventory projects.

• Developed a new tracking system for management of printing equipment and supplies.

• Managed inventory for lab hardware and surplus equipment, along with subsequent equipment dispersal projects.

• Redesigned and streamlined purchasing procedures, improved vendor relationships.

• Received CCF Achievement Award for outstanding work in improving purchasing efficiency.

• Created and maintained information displays throughout the computing center.

• Developed and taught staff training seminar for commonly used applications.

• Wrote technical support documentation for commonly used applications, maintained knowledge library. EDUCATION

B.S. Environmental Science, Rutgers University

Apple Certified Technician

Apple Mac Genius training, July 2004

Unitrends Certified Engineer, August 2014

SPECIALTY APPLICATIONS

Microsoft Dynamics CRM; SalesForce; DTI NewSpeed editorial suite; Microsoft Office

(Word, Excel, PowerPoint, Project, Access, Outlook); Adobe Creative Suite; Unitrends Enterprise Backup; Veeam Backup and Replication Suite; Spiceworks

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