Customer Service Manager

LARA P. HINDLE

* ***** ****** #* ** ***** 978-***-**** **********@***.***

TECHNOLOGY, SKILLS/CERTIFICATES/CERTIFICATIONS

N+ (Networking) A+ Microsoft Office Novell

Windows Server ’03/’08 LAN Citrix Mac

POS Firewalls Active Directory Backup MCSE

Worldspan AD Lotus Notes SAP

Citrix VMware

EXPERIENCE

IT MANAGEMENT SERVICES, Somerville Ma 2003 – Present

Independent Contractor: Providing superior customer service and support for clients in California, Florida,

Massachusetts, Würselen Germany in the capacity of consultant, project management support, technical writing

and full service management of projects from start to finish. Details include:

• Provided networking end-user and offsite support for client/Web/server-based applications for small and

large capacity companies, including contracting for Osram Sylvania, K-Force, Siemens Business

Systems, Washington Mutual, Axxteq Corporation.

• Create plan for installation/roll out of upgraded hardware and software, as well as networking design

and solutions consultation. Diagnose technical issues and vulnerabilities.

• Customization, management and facilitation of LAN structures. Redesigned and upgraded networks by

building new servers, and performing a rollout of the new software throughout the LAN.

• Successfully managed IT vendors and contractors to perform duties and come within budget on projects.

Managed budgets and ensured end product was delivered within the timeframe and budget of client

contract.

• Performed system administration and maintenance tasks including data protection and disaster recovery

for clients. Vulnerability management including network security as well as maintenance/updates and

upgrades of software systems (Windows, Office, etc.).

• Edited and produced high quality technical documents and instructional materials for kiosk access and

surveillance technologies.

• Translated and edited technical documents from German/Dutch to English.

CONCEPT INTERACTIVE, Cape Town, South Africa 2002 – 2003

IT Manager: Primary technical contact for all academic departments. Reviewed and managed all software

licensing, vendor relations. Initiated vendor relationships by registering as a local distributor of technical

products.

• Provided networking, systems analysis, diagnose vulnerabilities and technical support for a multimedia

design academic institution in Johannesburg and Cape Town including network operations testing to

ensure seamless operation of network systems.

• Redesigned LAN network and configured optimal structure and flow for administrative data

• Successfully managed migration of the NT 4.0 operating system to 2000 Advanced Pro Servers

SOUTH AFRICAN INFORMATION TECHNOLOGY ASSOCIATION, Cape Town, South Africa 2001 – 2002

Senior Systems Administrator

• Managed junior technicians providing support for Parliament and the local government offices

Lara Hindle *******@***.***

Created and maintained network systems in a strictly secure environment, diagnosed technical issues

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and vulnerabilities.

Worked collaboratively as a senior member of the IT team to administer effective technical solutions

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with regard to network administration and hardware/software support.

Responsible for continued training and research of emerging technologies, and created plan for the

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integration of these new technologies

CULLINAN BUSINESS SYSTEMS, Kwa-Zulu, Durban, South Africa 1999 – 2001

Help Desk Supervisor

• Supplied help desk and network administration to a fast growing South African hospitality, travel and

tour corporation and it’s subdivisions in Johannesburg, Cape Town, and Durban.

• Worked in Partnership with Principals within the organization, and developed streamline plans to

accommodate the needs of different departments, user requirements that facilitated effortless

communication and integration.

• Team leader of six or more IT professionals. Served as contact point between IT department and

Executive Management. Prioritized team goals and set service standards. Organized ongoing IT training

among team in order to maintain departments continued growth. Facilitated an on-call system of backup

support, including disaster recovery measures. Liaised with in-house software developers regarding to

creation of an online travel package booking system.

• Supported web-based applications including Worldspan and Tram

Senior Help Desk Support

• Acted as an integral member of an IT team which provided on-site LAN support for a 800 plus client

NT network

• Supervised all aspects regarding company related hardware/software

• Arranged the main system back-up for all company information

• Coordinated off-site storage of back-up tapes

ADDITIONAL EXPERIENCE

Network Administrator, Part-time at Debonair’s, Kwa-Zulu Natal, Durban, South Africa 1998–2000

Supported a restaurant chain with contractual back-up network administration. Responsible for troubleshooting all

applicable technologies, ranging from hardware to software (POS systems) applications and assisted in the design and

networking of an internal billing system database.

Network Administrator/Manager, at Aldes Business Brokers, Kwa-Zulu, Durban, South Africa 1997–2000

Provided network administration and off-site computer support for 50 branches. Purchased and installed components/new

machines for all locations.

EDUCATION

BRANDEIS UNIVERSITY

Brandeis University: Candidate for Master of Computer Science 2014

CONTINUED EDUCATION AND PROFESSIONAL DEVELOPMENT

Boston University, graduate class, Fundamentals of Computer Science 2012

UNIVERSITY OF CALIFORNIA, SAN DIEGO

Bachelor of Liberal Arts 2010

CONNECTICUT SCHOOL OF BROADCASTING, Boston, MA 1993

Television/Radio Broadcasting, Production, Videography, Electronics

Microsoft Certified Systems Engineer, Damhlin College, Kwa-Zulu Natal, Durban, South Africa

Lara Hindle *******@***.***

SPOKEN LANGUAGES

Fluent in English, Afrikaans, German, Dutch and reading knowledge of Finnish.

VOLUNTEER WORK

Candidate for the Somerville Auxiliary Police

The Boston Alliance of Gay and Lesbian Youth

Contact this candidate