Manager Software

Ann M. Waugh

*** ******* **** * #**** St. Petersburg, Fl 33716 317-***-**** (cell)

**********@*******.***

QUALIFICATIONS

. Bachelor's Degree in Business Information Systems

. Cisco Certified Network Associate

. A+ Certification

. 12+ years experience troubleshooting computers, servers,

applications and network

. 2 years Office Manager

. Saved companies $3,000 & $6,000 with new phone system, $9,000 in

printing cost

. Saved a company $88,000.00 in software grant

. Saved a company $14,000 in vendor negotiations

EXPERIENCE

2011 - Present Help Desk Supervisor for BIC APP North America - through an

acquisition of Norwood Promotional Products.

A managerial position supporting two help desk ticketing systems [Magic and

Change Gear]. Coordinating the rollout of one global ticketing system in

North America. The escalation point of contact. Supporting 50 remote users.

Responsibilities include using remote tools to support remote users,

maintain asset inventory, running reports for improved SLA's, coordinating

help desk locally amongst multiple buildings. Windows 7, Office 03/07/10.

VM, Sharepoint, Symantec, Ghost, Juniper VPN, AD and Exchange, eRoom

experience.

2008 - 2010 IT Manager Norwood Promotional Products

A managerial position supporting 100 local staff, 60 remote users and

coordination of five sites and service desk incidents. Responsibilities

included troubleshooting and imaging Dell pc's and laptops, using remote

assistance tools [Go To Assist, RDP and Dameware], installed patches to

servers, maintained toner inventory, audited printers and assessed cost

saving measures, maintained asset inventory, Symantec back up exec, active

directory, exchange 2007, blackberry enterprise server, juniper vpn,,

ghost, sharepoint, implemented a new ticketing system, and office 2007.

2005 to 2008 IT Coordinator: Kappa Delta Pi, International Honor Society

This was a technology position supporting 24 staff, maintained, configured,

and troubleshot windows 2000/XP. Responsibilities included 5 Dell & 3

Compaq servers in windows adv. server 2003, auto tape loader, monitor

network using WSUS, Dell Open Manage & HP Insight Manager, Microsoft

exchange, and supported Microsoft CRM using SQL enterprise manager,

negotiated with vendors for cost saving solutions, supported Nortel

telephones, created technical tips and provided training. Provided insight

into the direction of technology created and maintained a budget. Created a

Disaster Recovery Plan and working Manual. Kept inventory of all hardware

and created a three year purchasing plan for equipment.

2003 to 2005: Technology Coordinator: Special Services Johnson County

Schools

This was a technology coordinator position for approximately 100 end-users.

Responsibilities included pc configuration Windows 2000/XP, setup end-users

in a Windows 2000 network, maintain three Dell servers, installed and

troubleshot software and hardware, setup and managed email accounts,

improved and maintained company web page using Frontpage, program and

troubleshoot Nortel telephones, managed tape backup systems, training

classes, negotiated vendor quotes, researched/trained on assistive

technology issues. I have experience with Microsoft and Novell operating

system environments. Other key responsibilities included but were not

limited to the following; developed training materials for: email &

internet use, network storage, and PowerPoint use. Annually prepared a four

year financial plan for technology, maintained inventory, maintenance on

all equipment and licensing of software. Troubleshooting for Cisco switches

and Microsoft issues on Office 2000 and 2003.

2001 to 2003: Office Manager and Technology Coordinator: Special Services

Johnson County Schools

Supervised 10 employees & initiated employee evaluations. I gained trust,

established authority and began to implement changes to instill teamwork

and efficiency. I handled all hardware and software issues of technology,

telephone system and network or email issues. I created their website and

maintained using Frontpage.

1999 to 2001: Technology Assistant: Special Services Johnson County Schools

I learned to troubleshoot hardware and software issues with Computers and

Networks Associates. I traveled to Johnson County Special Education

classrooms to support teachers with software, hardware and assistive

technology issues.

1991 to 1999: Professional Volunteer (Positions Held: President, Vice-

President and Treasurer)

I became very active in my community through school (Clark Elem. and Clark-

Pleasant Middle School) various PTO positions, Boy Scouts and the local

Rocklane Junior League Baseball. I had successfully networked members of my

community to support my goals in running for the local School board.

EDUCATION

Bachelor of Science - Business Information Systems: Indiana Wesleyan

University

Cisco Certified Network Associate - Central Nine Career Center

A+ Certification - Central Nine Career Center

HONORS AND ACCOMPLISHMENTS

Selected as Parent of the Year 2004 by the Indiana Learning Disabilities

Association

Advisory Member for Building Projects at Clark-Pleasant Community School

Corporation

Applied to the Indiana State Attorney Generals Office and the Indiana State

Bar Association to implement Peer Facilitators [peer mediation] at Clark-

Pleasant Middle School - became the only middle school to win this award

and participate in the program.

Contact this candidate