Rich Nance

314-***-**** home **** Ironside lane

314-***-**** cell acrtkz@r.postjobfree.com St. Louis, Missouri 63128

www.linkedin.com/in/rinance

Summary

A highly successful information technology professional with a proven ability to exceed end user expectations. Expertise areas include:

Customer service Budgetary control Project management

Project execution Peer training Telephone & IPT knowledge

It planning/execution PC/network knowledge Account management

Change Management Parts research/procurement Vendor negotiations

Strong technical skill User training development Asset management

Technical skills

Windows XP Windows 7

LanDesk

Active Directory

Visio

Avaya definite 1 and 3 PBX administrator

Intuit voice mail system

NetFlow Data Circuit Monitoring

UMT Migration Tool

Network infrastructure switches, routers wireless access points

MS office professional MS Office 2010

Bomgar

Net Flow

Air Watch Wireless Survey

Service Now

SAP

Professional

Ameren UE Network Operation Center

2014 – 2015

Field in coming circuit calls for companies power and sub-station,

Calling circuit providers in dispatching service calls.

Following up on open tickets and updating/closing as needed.

Escalating issues to meet deadlines.

Adding and removing user authorization in Active Directory.

COCA-COLA, St. Louis, MO 1997 - 2013

Senior Technical Analyst – Midwest BU

Provided remote (50%) and desk side (50%) support for assigned sales centers, covering, but not limited to, PC to LAN connectivity PC to Server connectivity and Network Printer connectivity issues and VPN. Knowledge of LANDesk and Bomgar remote applications.

Resolved all hardware, software, operating system, and network connectivity issues. Set up, configured and maintained all network printers, copiers, and fax machines.

Successfully implemented and supported Coca-Cola’s delivery/sales/service mobile device system.

Responsible for compiling training material for Distribution Supervisors/Managers for Coca-Cola’s delivery mobile devices across a 5 state territory.

Avaya PBX and Intuity voice mail systems performing MAC (Moves, Adds and Changes), Call Routing, Hunt Groups.

Phone surveys – Performed telephone line survey for 5 of my locations. Proposed to right size the business on the number of phone trunks by pulling a traffic study from the provider to evaluate usage and canceling unused or under used trunks thus saving money on the business operating expenses.

Piloted Coca-Cola’s Digital Signage installation wrote installation procedures for other market unit IT Department to follow.

Voiced picking- Performed active wireless survey of warehouse to determine the most effective location to install the Cisco wireless access points. Vetted wire contractor to install the Cisco Wireless Access points at the designated locations. Continued to support the hardware of this system, investigating issues reported and replaced equipment as need.

Windows 3.1 though to XP, 95 and 7 upgrade – Assisted (desktop laptop) users with the migration process, troubleshoot problems, updated tickets record findings and resolutions. Responded to tickets that were assigned, taking ownership of them to work to resolve. This included remote support as well as desk side.

Infrastructure committee – Committee member for a year. Determined 3 mythologies of network rack configurations (depending on the size of the office and number of users). Set guide line for racks routers switches ups.

Network Switches Replacement – Swapped out extreme switches and installed Cisco switches. Was on site for installation and assisted the Network Support Team in configuration

Digital Signage – Consisted of a Cisco digital media player and a 40” flat screen monitor in lobbies and break rooms at each location. Proposed to push Coca-Cola’s canned slides and videos for upcoming sales blitz and company’s financial status. The team was selected to collaborate on creating documentation to install the hardware and processes for network security to obtain IP address. Project value $500,000.00 across the country. Tasked to host weekly conference calls for my region and track the progress.

Springboard – Rolled out Symbol 9060 mobile handhelds system to replace antiquated units for the assigned locations. Maintained contact with project leads on status of equipment being shipped, notifying locations when to expect the equipment and travel to locations to install and support during live week

POE upgrade (Pocket Order Entry) – Rolled out 136 tablets (within assigned region) with point of sale application critical to the business. Charged with pre-configuring; pre-load the sales routes and performing the training of key Supervisors and Manager of this application so they can train their teams. Project was completed on time and on budget.

Project Print Green – Life cycled network Canon printer with Lexmark Network Printers, assisted Network team in assigning the MAC address and setting up host name. Tested to ensure they were fully functioning. Reported progress to project leads sponsors also configured the printers to use less toner and print on both sides of the paper thus reducing paper and toner usage.

Account Management – A quarterly process in which assessment meetings were established with sales center managers/supervisors to discuss needed improvements the service, upcoming projects on (business and its) radar. As part of Account Management, conducted asset inventory for the sales centers compared with company reports and document any changes and update reports

Norand Handhelds – Hardware valued at $5 million dollars. Logged equipment type, model, descriptions and serial number. Based on how large each Sales Center Distribution Department break down of the equipment, logged type, model, descriptions and serial number each site will received, ensure equipment was delivered and secured, install and configure equipment. Reported status to project leads.

PERSONAL COMPUTER RENTAL, St. Louis, MO 1991 – 1997

Manager

Managed day to day operations of a computer rental office. Addressed concerns of the customers and work to resolve, evaluate employee’s performance. Acquire talent for new position(s).

ROBERT HALF ASSOCIATES, St. Louis, MO 1986 - 1991

Technical analyst 1

Provided on-site pc and printer support for customers. Responded to and resolve to all assigned cases in a timely manner. Updated and resolved helpdesk tickets as dispatched

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