Manager Call Center Administrator Management Information Technology resume in Jacksonville, FL, 32225

Martin Ace Jackson
**** ******** ***** ***** ************ FL 32225 904.***.**** xj5ec9@r.postjobfree.com

OBJECTIVE
To become an integral part of a dynamic organization that will utilize my experience and skills as an IT Director and Systems Administrator to benefit an employer by providing proactive solutions while continuing to grow as a professional within the IT environment.

QUALIFICATIONS
• Over thirty years in the fields of computer/network maintenance and communications systems covering all aspects of support, design and ongoing growth and IT management
• An IT Director recognized by outside/independent auditors to provide certifiable, practical application of technology solutions for businesses
• Thorough understanding of the banking and healthcare industries
• Experienced at supporting Windows and Linux based servers, TCP/IP protocols, DNS servers, email servers, web servers, backup devices, various desktop operating systems
• Strong knowledge of many applications essential to business
• Utilization of Citrix managed environments as a client and administrator
• Highly proficient at LAN configuration, premise wiring and Inventory Documentation
• Creation of training and documentation in the installation and support of networks and associated communications equipment, and for numerous applications from desktop publishing to word processors
• Skilled at providing training for security and general computer use, network support, etc. for a variety of industries and businesses
• Software mastery includes Microsoft Office suites, security and protection software, databases, image editing software, and many others

EXPERIENCE

May 2007 – Feb 2011 Haven Trust Bank Florida Ponte Vedra Beach, FL

Bank Information Technology Officer
• Sustained a high level of operational excellence per outside auditors and the FDIC
• Ensured the security and integrity of all bank transactions, documentation and correspondence
• Supported FISERV and Harland applications essential to the core banking process
• Provided user training, documentation and support for applications and procedures
• Created FDIC-compliant policies and procedures that met or exceeded FDIC guidelines
• Oversaw third party IT support providers and their assigned activities and responsibilities
• Evaluated, purchased, configured and sustained all bank technology including Dell servers, workstations, security systems, fire and safety systems, etc.
• Independently worked with vendors and service providers
• Provided the Bank’s Board of Directors with confidential reports and information
• Involved with the Bank’s Real Estate Owned (REO) portfolio managing property maintenance and repairs including interaction with realtors and contractors
• FDIC closed Haven Trust in September 2010 and position was eliminated by First Southern Bank, the acquiring institution

Jan 2005 – April 2007 Ace Communications Kansas City, MO

Founder & Manager
• PC repair and SOHO network installations
• Installation and support of apartment building technologies including wired/wireless networks, voice systems, CATV distribution equipment, surveillance and building access systems
• Performed and supervised the installation of wiring and networking subsystems for building technology
• Vendor coordination for CATV, Internet and telephone systems
• Closed business upon offer from Haven Trust Bank to head up IT department

June 2004 – Dec 2004 Continental Systems Inc. Jacksonville, FL

Director of Information Technology
• LAN administrator and PC support technician for a large call center
• Configured and integrated the voice and data systems that created a complete environment for insurance agents and appraisers
• Consulted for the infrastructure design and system hardware used in the call center
• Provided training for call center agents and supported their respective daily activities
• Produced and interpreted statistics that senior management used to better staff the operation as well as measure work volume and predict future needs
• Lack of storms and insurance company participation forced company closure

May 2000 – May 2004
Ennovative, Inc and Buildscape LLC Jacksonville, FL
Network Manager / System Administrator
• Network Manager, System Administrator, Webmaster & Postmaster in the Jacksonville HQ
• Responsible for daily operations of the local network and servers, workstations, printers, etc., also remotely managed systems in a co-location facility
• Designed and managed the backup strategy and disaster recovery plans
• Provided email administration, user administration and support, remote user support for off-site employees, and participated in projects requiring IT expertise
• System Administrator for the NorTel Norstar 1500 phone system
• Buildscape was purchased by DOW Chemical and only software systems were retained

Dec 1996 - Sept 1999 DMR Consulting Group Jacksonville, FL
Subject Matter Expert
• Worked with a team of consultants to prepare a disaster recovery/business continuity plan for the State of Florida’s Department of Management Services
• Authored the network and physical security portions of the report, conducted workshops, performed follow-up interviews and acted as a Subject Matter Expert (SME) and Technical Consultant for network security and wireless communication
• Provided technical support for telecommunication of associates authoring the report
• Assisted DMR management in the preparation of contracts

Technical Consultant
• Assigned as a Technical Consultant to ATT Wireless Call Center located at Convergys Corporation
• Provided administrative support for the UNIX based Jacksonville networks, and coordinated or performed repairs for workstations in Jacksonville and Lubbock, Texas
• DMR Consulting Group was acquired by Fujitsu and over 2500 consultants were laid off

July 1990 – Dec 1996
Mayo Clinic Jacksonville & St. Luke’s Hospital Jacksonville, FL
Senior Technician
• Responsible for performing and coordinating all IT equipment repairs
• Established training and educational programs to end dependence on third party support
• Coordinated weekly installation projects
• Assigned personnel and coordinated different departments installation/relocation schedules
• Provided technical support and assistance to field technicians, contract vendors, construction teams, users at every level, and administrative personnel
• Performed supervisory duties for assigned department at St. Luke’s Hospital
• Provided departmental leadership for fellow employees and a point of focus for daily operations
• Scheduled, coordinated, and obtained equipment for stand-alone systems, including Ethernet and Token Ring configurations, and specialized bio-medical systems
• Held training and education in the installation, use, and support of networks and associated communications equipment, including the installation of AT&T 110 blocks, category 5 wiring, fiber optic, and network topologies including Token Ring and Ethernet backbones.
• Left for consulting work upon clinic’s refusal to increase salary grade for the position

Aug 1987 – June 1990 Computer Service Technology Jacksonville, FL + various
• Field and bench repairs for PC’s and printers
• Maintained all business and book keeping records
• Performed hardware and software repairs for contracted clients
• Coordinated and performed network equipment installations
• Company lost bids on major county school board contracts and was closed down

*All US Navy Assignments were performed holding a Top Secret Security Clearance*

Aug 1979 – Aug 1986 U.S. Navy, Special Intelligence Communications
• Preventative and corrective maintenance on all cryptographic transmitting and receiving equipment
• Communications Operator for Wing 11 Special Intel
• Wing 11 Division Supply Petty Officer
• Watch Section Fire Control Officer
• Watch Section Supervisor
• Preventative and corrective maintenance on digital and analog communications systems and associated electronic and electro-mechanical equipment
• Education and practical application of cryptographic communication system
• Honorably Discharged in August 1986

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