SUMMARY

IT Professional with over ** years of experience in systems and business analysis, engineering, and administration with thorough knowledge of LAN/WANs design, administration, configuration, installation, support and maintenance with special interest in Security. Proven success working for large Fortune 500 companies to small local businesses meeting business goals and objectives. Extensive experience working with the Federal Government on contracts with the ability to obtain any level of Government clearance. Expertise in troubleshooting, employee management and development, and process management. In the process of obtaining a CompTIA Security+ Certification.

PROFESSIONAL EXPERIENCE

09/2014 – Present ITO Service Delivery Agent (Tier 2 Support) Hewlett-Packard Enterprise – Raleigh, NC

Part of initial HPE team tasked with the implementation of supporting 3100+ Mobile POS System units in USPS facilities across the United States. Support includes hardware, software and server management. Assisted wireless team with Access Point issues at facilities.

Lead hardware manager for replacement of damaged units in the field. Responsible for determining the helpdesk agent fully troubleshot the device, initiated replacement request and followed through to ensure that site received device and it was functioning correctly.

Managed and resolved over 100 tickets per week for the USPS (United States Postal Service) mPOS (Mobile Point of Sale) Units.

Developed team knowledge base and all troubleshooting documents, developing standards and processes that are followed by new team members.

Obtained Government Security Clearance of Sensitive.

Skills: ServiceNow, Apple IOS, Mobile Iron

04/2012 – 12/2015 Principal Owner Raleigh Bagel Group – Raleigh, NC

Oversaw the planning, opening and operations of the first Big Apple Bagel franchise in North Carolina generating sales of $350,000 in the first year of business. Successfully sold business in December 2015.

Generated leads and secured catering business resulting in a 10% profit to bottom line of business. In addition, managed relationships with local businesses resulting in repeat orders from clientele.

Developed policies and procedures that enable store to run independently from continuous management oversight.

Delivered an 11% yearly profit to the business owners.

Managed the profit/loss and cash flow of business.

Negotiated highly favorable lease with landlord and contract with general contractor on build out of location. Resulting in lower initial investment and monthly expenses.

Developed marketing and implemented plan resulting in 20% increase in weekly store traffic.

Implemented an inventory/ordering process resulting in a 9% reduction in food costs within first 6 months.

Recruited, hired, trained, and mentored management staff.

Ensured store was in compliance with local health codes by establishing, following, maintaining and enforcing health standards.

12/2010 – 04/2012 Information Technology Analyst III Hewlett-Packard – Raleigh, NC

Performed System Administration network and desktop support (Tier 2/Tier 3) for the ATF (Alcohol, Tobacco and Firearms) account. Duties included account creation, Active Directory group policy support and implementation, VPN connection issues, hardware support of laptops and printers, and support of software including many ATF propriety applications.

Troubleshot LAN/WAN issues on the ATF network.

First Call Resolution rate of 85% on 300 technical issues per week.

Obtained high level government clearance required to work on account.

09/2008 – 12/2010 Team Lead Mobility Support (IT Analyst II) CISCO (STS International) – RTP, NC

Monitor Remedy supporting VOIP issues to Cisco employees including case updates/case resolution.

Maintained and supported Tier II Call Manager MAC request/repair cases for: IP Phones (7960/7970/7985/IP Communicator/VTA) and proper voicemail configuration to configuration standards)

Trained clients on Call Manager software

Provided continuous high-level support to Cisco employees

Knowledge of Cisco environments/technologies/tools(Meeting Place/IT Alpha/EMAN/AM/TNM/UM/Change Request tool/Call Manager)

Provide Unity training to employees needing further information

Team Lead Level 2 support for Palm and Smart Phones and other mobile devices.

Provide resolution of 2nd level technical problems from internal clients

Identified systematic problems recommending improvements eliminating problems in the field.

07/2000-9/2008 Information Security Analyst I/II Electronic Data Systems-Raleigh, NC

Administered USPS security procedures and troubleshooting security issues for workstations and servers in the field. Part of team that improved overall metrics by 10%, including the call wait time, the number of IDs created and the overall customer satisfaction rating from customers in the field.

Maintained a 95% first-time call completion rate and a daily average of 50 call resolutions, this was 10% higher than the team average.

Create over 100 security IDs per day

Transitioned from procurement analyst into the procurement manager.

Managed the purchasing of all hardware, software and contract labor for the account including equipping a staff of 500 help-desk agents and hiring over 200 contractors over 3 years.

Reduced overall account expenses by 25% for procurement items.

Maintained excellent relationships with all vendors to the facility.

Managed the negotiation of all contracts with vendors.

Execute and manage corporate security policies and procedures.

05/2000 – 09/2000 Assistant Manager Bruegger’s Bagels-Raleigh, NC

EDUCATION

1995 – 2000 Bachelor of Science (Management) Virginia Tech-Blacksburg, VA Alpha Sigma Phi Fraternity – Treasurer/Social Chair

SKILLS

ServiceNow

Mobility

Inventory Management

Systems Analytics

Cost Analysis

Active Directory

Operations Management

Process Improvement

Facilities Management

Sales & Marketing

Financial Analysis

Contract Negotiation

Purchasing & Logistics

Cisco Call Manager

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