Doug Cryer

805-***-****

acvl51@r.postjobfree.com

OBJECTIVE

A position allowing continuing growth in knowledge, experience, and skills with a focus on

Project Management/Implementation, Process Improvement, trouble-shooting, and problem resolution.

EXPERIENCE

Project Lead – PM’s right hand - assist defining, then spearhead implementation of the Project Manger’s plan

Project management-coordinate contractors and Project team members for hardware/software rollouts

Technical support/customer service/help desk/asset management/2nd 3rd level support/deskside/rollouts

Technical recruiter - job order development/candidate search and placement

Engineering technician/process specialist/advanced CNC programming/laser system design

Account manager/licensed securities rep/investment development and research

Advertising account sales/fund raising/new market scouting, reporting and initialization

ADMINISTRATIVE

Manager of Sales and Technology, AR Factoring Business Development and Franchise company

Manager of Web Development Quality Assurance and Technical Documentation

Ability to oversee several processes at once with the ability to prioritize and focus

Strong organization and people skills/Strong communication skills and troubleshooting skills

Efficiency with flexibility/ability to adapt/process through-put optimization with adherence to quality

Telemarketing sales and training manager (land sales and advertising sales/fund raising)

Managed, trained & supervised a crew of 25+ for construction/installation of 12,000 4’x16’ parabolic mirrors for multi-million dollar, mirror-enhanced photovoltaic solar electric generating system

TECHNICAL

A+ Certification / MCP / completed MCSE track Aug. ‘99 / strong PC desktop and laptop experience

Over 20 years of experience with PC’s and a vast number of related software programs

Hands-on Mgr of Web Development Quality Assurance – Mercury Interactive Suite – MS Access

Hands-on Mgr of Technical Documentation Standards and procedures development, and implementation

Database design, maintenance and operation, (Access, Q&A, dBase, Heat, Remedy)

2nd/3rd level Help Desk/support for DOS/Win3.x/Win’95/98/NT/2000/XP/Win7LAN/WAN/DSL/VPN

Operating system migration, data preservation and transfer …GHOST, ImageCast, USMT

Windows Expert – all versions. Microsoft Office/Outlook Expert – all versions. LotusNotes – 2 yrs

Windows Server NT, 2000, 2003 – Active Directory management – Users, Machines, Groups

Quality Control Circles training. Diversity training. First Responder safety training/certification.

Authored laser system safety, training and operating procedures.

Automated Performance and Load test script generation, editing, and library management for Web and SQL servers (2000 Professional, Advanced Server, NT Server) Mercury Interactive Suite.

Allergan (Unisys) Service Delivery Associate 2 7/2014 – 11/2015

Coordinate Ticket flow and tech response for all North America Allergan locations .

Monitor tech queues for consistent follow up and SLA/KPI achievement.

Daily aging ticket reporting and meetings with offshore SDCs to coordinate schedule, review trends, specific ticket questions, establish escalation paths..

Weekly Tech team and Service Desk meetings to review issues, tune processes, reduce resolve times, increase one-call closes, reduce Average Handle Time

Provide background information and inside track on understanding the Allergan methods, processes, procedures, personalities, history, etc, helping to smooth the way for Unisys transition team.

Key liaison between Service Desk, multiple onsite/offshore Unisys teams, multiple Client teams, other onsite/offshore IT Vendor teams,.

Main source for ongoing analysis, editing, updating of processes, procedures, Knowledge Base articles.

Site Manager’s right hand (co-interview new hires, train new tech resources, act as level 2/3 support for tech team, assist with setting up access, accounts, onboarding)

Server admin, Active Directory admin, RSA token admin, Workstation admin, Group admin, McAfee ePO

Maintain multiple high level spreadsheets, cross-list lookup formulas to tie in historical asset, user, and location info through initial takeover attempt, and subsequent merger with Actavis, and following RIF.

Assist with development, establishment, and layout of Workstation and Hardware Depot to categorize and then re-deploy recovered assets under lease refresh guidelines.

Allergan (Compucom) Win7 Deployment Lead 8/2013 – 7/2014

Hands-on Project Lead of Windows 7 Rollout Project - GTOPS group. Coordinate application testing and then release users to migrate from Win XP to Win7 64 bit.

Identify assets and users, schedule and coordinate user groups for weekend migrations.

Assist in upgrade through Asset Lease Refresh and Win7 Deployment to existing machines at various off-site user locations

Tuned up the step by step data backup, workstation install, application install, legacy systems configuration instructions and process procedures.

Train offsite techs, and temporary tech staff on process, documentation, and procedures…. managed Win7 migration effort….Medford, Fall River, Bridgewater, Campbell, Santa Barbara, Irvine Campus GTOPS users.

Hands-on Project Lead for weekly migration of user/workstation groups for on-site redirected profile and non-redirected local profile users. Reset/create user and computer accounts (Active Directory migrating machines from XP domain to Win7 Domain and proper OU.

Win7 Deployment of Dynasign TV/Video and call center dashboard display systems. Prove up then implement settings and configuration changes to enable autologon and 24-7 active display.

Ongoing deployment of Spinetix digital signage content players, configuration, design and content update

Allergan (Compucom) Project Implementation Lead 8/2012 – 4/2013

Hands-on Project Lead/Project Manager of LiveOffice Email Archive Rollout Project, primarily responsible for collecting PST files and coordinating delivery of ExMerge Exchange data to cloud host for aprox 8,000 users nationwide.

Development and documentation of PST collection process using NUIX forensic collection software.

Coordinate communication with Users, authored notification and information emails.

Train and supervise up to 10 techs, planning and scheduling their activities….methodically covering deskside visits of users over Irvine campus.

Adaptation of the collection process to work over the network, reducing deskside visits by increasing the PSTs via server collection share from 10% to 30% of total collections, reducing labor costs and saving time.

Automation of the daily data migration from up to 16 external USB drives to encrypted 2TB transfer drive with batch and macro programming.

Automation of the extraction process using PowerShell, restoring the forensic collections to original file/folder structure on encrypted drives for transport to cloud host.

Maintenance of overall Project record…. SharePoint administration and advanced Excel sheets.

AT&T QA Analyst/Developer 10/2011 – 8/2012

Trouble shooter responsible for reviewing and correcting Courses, SCOs (Shareable Content Objects) and Assessment content failing UAT (User Acceptance Testing) for the Learning Services web-based Flash module Learning Management System.

Similar to classic software QA, there are parts of the process that are the same as classic regression testing and white box testing..but primarily large scale unit functionality/black box testing, comprising XML and Flash content, code structure, and interactive functionality testing and troubleshooting, covering progressions to new SCORM/SCOBi standards, and different IE/Java/JRE/Flash version combinations and recipes.

Ongoing update of SCO and Course troubleshooting guides, perform daily SharePoint content updates and review for all LMS/SCO content, Process Docs, versioning and change control, and the overall Project Production Record incorporating advanced Excel spreadsheets synchronized with SharePoint Document Libraries and Reporting DashBoard Web Parts.

Standardize and automate much of the process through batch and script files, parsing, transforming, transferring, search and replace, and archiving of XML and .zip files

Allergan (Compucom) Project Implementation Lead 4/2011 – 10/2011

Hands-on Project Lead of Windows 7 Rollout Pilot Project, proving up, then executing rollout Project plan for approximately 100 key department heads and managerial users. Migrate users from legacy applications to Universal Workspace, the Citrix- based Legacy application Virtualization solution.

Hands-on Project Lead of EMC/SourceOne Email Archive Rollout Pilot Project, proving up then implementing Project plan to migrate local user pst files into network based email archive solution.

Perform initial post-migration user support and training; assign issues through Remedy for proper follow-up.

Perform ongoing post-migration process analysis after each weekly migration user group, affect applicable changes to process documentation and procedures through CORAL/ERA Document control system, institute changes and communicate to Tech team, Integration Team, future migration site support teams.

Tuned up the step by step data backup, workstation install, application install, legacy systems configuration instructions and process procedures.

Hands-on Project Lead for weekly migration of 10-20 member user/workstation groups for on-site roaming profile and non-redirected local profile users. Reset/create user and computer accounts (Active Directory) through MS Access automation engine.

Liaison between users, their managers, local Desktop Support, National Help Desk, Corporate IT, on-site second party IT services (Compucom), and the Desktop Integration team.

AT&T QA Project Lead 3/2008 – 4/2011

Hands on QA Project Lead of the Training Transformation Team, manage/supervise a crew of 10-20 Core Team Members reviewing all SCO and Assessment content while transitioning Corporate Training from Leader-led classroom format to web-based Flash module Learning Management System for job descriptions across the entire Corporate footprint.

Design, creation, implementation, and ongoing update of SCO and QP QA processes and procedures. Created QA Review training curriculum. Ongoing training of all QA personnel. Create/maintain overall Project Record (advanced Excel). Act as day-to-day Task Master coordinating all QA tasks.

Responsible for QA of 12,000+ training modules, proprietary Legacy application and job function flash simulations.

Coordinate QA Team activities as liaison with all other internal LMS teams, Instructional Designers, Subject Matter Experts, Management, and 4 outside vendors.

Administer QA SharePoint sites for all LMS/SCO content, Wiki sites, Process Docs, Bug list, versioning and change control, and the overall Project Production Record incorporating advanced Excel spreadsheets synchronized with SharePoint Document and Content lists and libraries.

Automated Web-Based Job Aid content and links generator through advanced batch file programming.

Standardize and automate much of the transformation process through batch and script files, parsing, transforming, transferring, search and replace, and archiving of XML and .zip files

Compound Profit / PennyFactoring.com Manager, Sales & Technology 6/2007 – 11/2007

Assist in Implementation and operation of web driven back office CRM and marketing solution for financial services and business consulting franchise company focusing on AR Factoring, equipment leasing, debt collection, and bill auditing.

Install and configure server, establish domain, create and maintain user and machine accounts for office network through Active Directory. Install, configure and maintain software and hardware on local and remote systems, supporting Franchisees and home office.

Maintain Asset DB for hardware and franchise software applications, membership contracts, licensing.

Ongoing Maintenance and Development (sales & content) of first-page website listing service for Accounts Receivables Factoring companies. Maintain first page Google and Yahoo AR Factoring web search results per SLA through web page editing and content manipulation (FactoringLeads.com, PennyFactoring.com).

Liaison between Franchisees, management, third party vendors, web page developers, and ISP’s for systems and marketing development.

Inamed / Allergan Medical Project Implementation Lead 6/2006 – 4/2007

Hands-on Project Lead of Desktop Integration/Migration team, transitioning 800+ Users, including Data, Printers, Email accounts, Distribution Lists, Conference resources, Security groups, SMS apps groups during post buy-out migration while changing from asset owned to scheduled Lease-Roll system.

Complete company-wide hardware asset and application inventory in preparation of migration into Lease-Roll schedule rotation. Research and identify Pilot group evenly distributed among key inter-departmental personnel and\or job descriptions.

Perform in-depth application and legacy system testing against the new workstation image, including Oracle, ERP, QUMAS, Easy Trak, Citrix ICA, Filemaker, Paradox, Reflections, and ODBC connections.

Fine-tuned step by step data backup, workstation install, application install, legacy systems configuration instructions and process procedures.

Hands-on Project Lead for weekly migration of 30-70 member user/workstation groups for on-site roaming profile and non-redirected local profile users. Reset/create user and computer accounts (Active Directory) through MS Access automation engine.

Perform initial post-migration user support and training; assign issues through Remedy for proper follow-up.

Perform ongoing post-migration process analysis after each weekly migration user group, affect applicable changes to process documentation and procedures through CORAL/ERA Document control system, institute changes and communicate to Tech team, Integration Team, future migration site support teams.

Liaison between users, their managers, local Desktop Support, National Help Desk, Global Operations center, Corporate IT, on-site second party IT services (Compucom), and the Desktop Integration team.

Verizon Fiber Solutions Center LAN Support Specialist 2/2006 – 6/2006

Support/conflict resolution specialist supporting Agents, Supervisors, Managers, Director, Verizon FSC and National support primarily on-site, but also remote support. Prioritize calls on hardware and software configuration, installation, and support issues/conflicts; fully research then implement resolutions using a combination of phone, Deskside, and VNC support. Incorporate resolutions and document resolution process for peers, management. Advise leads/management of trends in client problem calls/issues.

Support on-site/off-site training center asset allocation and configuration, provide freshly imaged machines for each new class, while maintaining Lease-Roll schedule for all training center PCs/laptops.

Execute continuing rollout of Center laptops/desktops for increasing head count. Maintain asset inventory collection and maintenance. Maintain Image library and co-ordinate distribution process, cutting build time.

Manage File Server, Network shares; created fully automated 7-day rotation, triple redundant backup.

Communicate with other team members on issues relating to either local center, or on National level.

Expedite software installation and upgrade through development and maintenance of command files, executables, scripts and batch files, ensuring (through automation) software install standardization and repeatability both locally and remote.

Installation and configuration of client Lotus Notes and Same time email accounts and programs.

Respond on issues relating to proprietary Verizon applications such as COFEE, VRepair, CAD, BAAIS, Blue Pumpkin, Director - Enterprise, Enterprise Administrator, etc.

Affinity Group Contract Support Specialist 11/2005 – 2/2006

Desktop support specialist for PC and MACs for RV/Publishing Headquarters

Execute continuing rollout of new hardware and software. Configure each system individually for varied departmental or regional requirements

Assist in Network Administration, including creating, maintaining system and email accounts through A/D.

Configure and maintain copier/scanner/printer combo unit individually for each department.

Coordinate scheduling for various conference rooms/set up and configure Video meeting conferencing.

Verizon Business Technical Support (DSL) Support Specialist 2/2005 – 8/2005

First/second level support specialist resolving small to medium business DSL connection and configuration issues. Monitor and answer queued calls, resolving issue or redirecting to field support while maintaining call volume/call time requirements (30 calls, 14 minute AHT) for WIN98/2000/NT/ME/XP and MAC OSX.

Troubleshoot Operating System, Network/TCP/IP configuration, or switch/router connection/configuration

Use a variety of software tools to verify, monitor, or repair circuit or circuit devices including switches, routers, cross connects, DSLAMS between customer and Central Office.

Monitor daily changes in process/procedure as call center is closed and handed off to new location.

Provide support to new Techs/Agents as they are brought online with tools, processes and procedures.

Verizon Information Services Field Support Specialist 4/2002 – 1/2004

Support/conflict resolution specialist supporting Western Region Corporate users primarily on-site, but also remote. Prioritize calls on hardware/software configuration, installation, and support issues/conflicts; research, then implement resolutions using a combination of phone, Deskside, and remote support. Incorporate resolutions into Call-Tracking program. Document resolution process for peers, management, and First Level support staff. Advise technical leads/management of trends in client problem calls/issues.

Execute continuing rollout of replacement Lease-Roll laptops/desktops. Configure desktops and laptops for MS Office, Browser, E-Mail, LAN and WAN, TCP/IP, DSL, VPN, RAS dial-up. Maintain local Image library and co-ordinate distribution process, cutting build/configuration time.

Trouble-shoot, research, and resolve issues arising during migration from Win NT 4.0 to XP Professional – Office/Outlook 2000/2003 upgrade. Regional Team Lead for multi-million dollar nationwide rollout of new VAST Selling system, system upgrade and switchover.

Expedite software installation/upgrade through development and maintenance of “single point of contact” Network install tab; ensured automated software install, standardization and repeatability locally and remote.

Co-ordinate re-deployment of division resources (user machines, printers, etc) to new locations. Perform strategic preventive maintenance on network, printer and end user systems, reducing downtime.

ICI / ByeByeNOW.com / Promero Manager WebDevel QA/Tech Documentation 2/00 – 4/01

Develop (and ensure compliance with) Quality Assurance policy and procedures, overall development methodology and documentation against 2000 Advanced Web and SQL Servers, (CosmoCom)VOIP interfaces, and (Onyx)CRM using Mercury Interactive Suite (LoadRunner/WinRunner) in conjunction with customized MS Access databases.

Monitor Web, SQL, CRM, File and Print server processes and resource levels, while running high volume virtual user scripts escalating through server pair failure.

Manage other QA team members - Execute manual hands-on testing.

Manage Issue task list and timeline – ensure resolution and coordinate Version progression from Development Server pair to Staging pair…..through final push to Production pair on a task-by-task basis.

Define, enhance, refine and document the company’s QA best practices on an ongoing basis.

Manage and assist the QA resources in performing the following testing activities: Proof of concept testing - Usability testing - Test plan composition - Automated branch testing - Manual page/unit/branch testing – Automated/Manual load testing - Issue/bug tracking, documentation, and reporting - Release management - Production monitoring scripts - Regression testing - Process change control.

Accor Economy Lodging (Motel6-RedRoof Inns Corp HQ) ITS Service Specialist 8/97 – 2/00

Support/conflict resolution specialist supporting Corporate and Regional users. Prioritize calls on hardware and software configuration, installation, and support issues/conflicts; fully research then implement resolutions using a combination of phone, Deskside, and SMS support. Incorporate resolutions into Call-Tracking and Call-Logging database program. Document resolution process for peers, management, and First Level support staff. Advise technical leads/management of trends in client problem calls/issues.

Execute continuing rollout of replacement (upgraded and new) laptops/desktops. Configure desktops and laptops for LAN, WAN, TCP/IP, Point-of-Sale local networks. Implemented/maintained MultiCast Image library and distribution process, cutting build/configuration time.

Trouble-shoot, research, and resolve issues arising during migration from Win 3.1 to ’95, ’95 to ‘98/NT/2000/XP from Novell to Windows NT, Office ’95 to Office ’97/2000/2003, Exchange to Outlook ’98/2000/2003. Implemented multiple Hardware profile standards, resolving Ethernet/Dial-Up network connection conflicts. Resolved 10-100mps transition issue with NICs, eliminating re-imaging over 100 pcs.

Expedite software installation and upgrade through development and maintenance of “single point of contact” Network install tab, ensuring local and remote software install standardization and repeatability.

Designed and Implemented Duty-Cycle Analysis, service record, cost and through-put analysis for 60+ network printers, resulting in re-deployment of existing, and strategic deployment of new printer resources.

Contribute to ongoing collection and processing of Asset Management information through SMS, CIM, NetCensus and GASP. Designed Access database for Asset tracking.

Retro-fitted Asset database to accept bar-code scanning of Asset tags and OEM Serial number tags.

Researched and implemented Y2K hardware/software audit and update process for Corporate and Regional workstations. Used resulting hardware audit data to populate Corporate Asset tracking database.

References provided on request

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