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Customer Service Manager

Location:
Greensboro, NC
Posted:
July 01, 2015

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Resume:

Stephen J. Toney

336-***-****

acqjhz@r.postjobfree.com

https://www.linkedin.com/in/stephentoney

SUMMARY OF QUALIFICATIONS

Analyst with a master’s degree in computer science and with a financial background -- experienced with programming, scripting, upgrading, and troubleshooting in a Windows/SQL/Linux virtualized enterprise environment; has experience using Matlab, SAS and extensive experience using SQL

Experienced in -- customer service that is patient and caring, documentation writing for applications, HTML, IT inventory management, LAN/internet support, Matlab, on-call support, password creation and maintenance (using Active Directory, Linux and shell scripting), Perl, planning and programming new software (languages include C++, C# and Clarion), researching and recommending new products, SAS, SCCM administration (2007, 2012), SQL, security and access control, software conversions, UNIX shell scripting, VBScript, website creation and updating, Windows Server (2003, 2008, 2012), Windows XP, Windows 7 and Windows 8

PROFESSIONAL EXPERIENCE (PROGRAMMING/TOOLS APPLIED)

NC A&T State University 2010-present; Greensboro; Technology Support Analyst/IT Procurement Manager

Created program to streamline IT inventory receiving (object-oriented Perl, VBScript, barcodes)

Gathered requirements and am currently updating online inventory database for more intuitive functionality (use cases, AngularJS, Django, Python)

Gathered requirements, wrote specifications, designed and developed new online database for ITS department physical inventory (Apache Tomcat 7.0.57, MySQL Community Server 5.6.22, JSP, TLS, LDAP)

Prepared server hardware and installed and configured operating systems, updates and supporting applications, documenting steps and ensuring proper security (Fedora 20, RHEL 5, Tomcat, jdk 1.7)

As administrator for the inventory server and application, added users, databases and tables with proper security (Tomcat, shell script, SSL)

Procured and installed Redhat Enterprise Linux 5 software for testing (Apache Tomcat 7.0.57, MySQL Community Server 5.6.22, Apache ant 1.9.4)

Coded, and maintained as administrator, new IT department website as part of redevelopment team and helped code campus-wide website redesign, and upgraded pages to accommodate mobile access (HTML, JavaScript, Joomla, Cascade, UAT)

Installed and upgraded client/server handheld-tracking application for IT inventory (SQL, VBScript)

Created and deployed msi applications and wrote associated queries for tracking (SCCM 2012, WQL)

Gathered requirements and wrote specifications, to put standard computer models online for campus purchasing, which was accepted at the state level; wrote campus procedures for bulk purchases from Apple Computer

Created online campus software tracking database (Java NetBeans 7.0.1, MySQL)

Installed instances of Wolfram Mathematica, SPSS, SAS, MS Office 2010, MS SharePoint Workspace 2010, Visual Studio 2010, and Adobe Dreamweaver

Completed one-week COBIT course; completed Agile courses online

Duke Energy (ACT Consulting Contract) 2009-2010; Charlotte; Senior Applications Consultant

Planned, documented, and installed server software for an enterprise human resources project in a virtualized environment (Workforce 7.8.0, IIS 7.5, Windows 2008 Server Standard SP2, JServ, Jakarta Tomcat 5.5, Apache ant 1.6.5, Business Objects XI 3.1, Crystal Reports 2008, SQL Server 2008, MS Office 2007, BMC Remedy 7.0.01, Windows SharePoint Services 3.0, MS Office Visio 2007, Office Communicator 2007 2.0.6)

High Point Housing Authority 2002- 2009; High Point; Senior Systems Analyst, Systems Programmer/Analyst

Software Projects

Data-mapped, converted, tested, and integrated a software implementation from two existing comprehensive (agency-wide) applications to a new single application ensuring referential integrity and constraints (MS Project, Excel, T-SQL, VBScript, UNIX shell scripting)

Programmed customizations for new software (Unibasic)

Programmed successful face-tracking application as part of a graduate-level course in computer vision (Matlab)

Redesigned and coded website (HTML, JSP, Java, VBScript, JavaScript, XML, XSLT, ImageReady, MySQL)

Installed and configured Redhat Fedora 7 Linux operating system for general-ledger software, and

managed Linux servers, including installation, troubleshooting, security, patching, updating, and system resource management

Gathered requirements, wrote specifications, designed, coded, and tested in-house applications and associated reports for procurement, helpdesk, human resources, and community service (Clarion, Clarion Report Writer, Excel, RAD modeling)

Designed, coded and maintained website (JavaScript, FrontPage, HTML, ASP, Clarion, ISAPI)

Designed and coded an automated call-in waiting list program that resulted in a large reduction of the daily calls that required human intervention (VBScript, ActiveX, ADO, MS Access, SQL, ODBC, Teamup)

Wrote numerous networking, startup and file manipulation scripts for internal users (VBScript)

Management

Project Manager for a successful graduate POS software project through a full life cycle, which included performing common forms of formal software testing (Visual C++ 6.0, CPPUnit)

Researched and wrote software implementation recommendation report and prepared agency prior to a new conversion

Wrote IT best practices document; recommended important changes to comply with Sarbanes Oxley rules

Hardware and Network Projects

Prepared network for new Windows agency-wide software – installed a new server machine, Windows Server 2000 and Windows Server 2003, changed addressing from a 90.x.x.x range to the local 10.x.x.x range, replaced the hubs with faster switches, and implemented DNS, DHCP, and Active Directory for more efficient administration

Installed SQL Server and the .Net platform on a Windows 2000 Server machine and installed SQL Server client connectivity on client PCs

Created VPN tunnels and NAT configuration for remote sites and monitored traffic for security purposes and intrusion detection (PIX and Netopia routers, HP Procurve managed switches)

Installed and configured Windows 2003, housing CITRIX Access Essentials, Certificate Services, a PIX 501 firewall, and Terminal Services -- to allow for more efficient and secure offsite access

Support

Responsible for daily support and systems monitoring of Linux software and users (SAMBA, SWAT, CUPS, shell scripting, UNIX commands, cpio backups and recoveries)

Wrote reports and letters for new software (Crystal Reports)

Revised tech manuals and created shortcut lists on server for frequent tasks, and trained maintenance personnel on using Windows and applications

Resolved in-house and remote-site connectivity support calls and software support calls to the satisfaction of users (Terminal Services, CITRIX, TCP, PIX 501, tier-two support)

Reconfigured and rescheduled backups and maintenance plans to accommodate more nightly activities (Tapeware, SQL Server)

EDUCATION

NC A&T STATE UNIVERSITY, M.S. in Computer Science, software engineering track, December 2005

WAKE FOREST UNIVERSITY, B.A. in Politics, May 1987, Cum Laude

REGISTRATIONS/AWARDS/SERVICE (PRESENT OR PREVIOUS)

MCP - passed SQL Server Administration exam (70-228)

MCP - passed Windows Networking Exam (70-216)

2005 Employee of the Year

U.S. Navy 1990-1993 (ending rank of Lieutenant)



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