Customer Service Manager

Barbara JAcobs

**** **** ****** **. . *********, CA 93012. PHONE 240-***-****

SUMMARY

Information Technology Leadership professional with 12 years hands-on

technical expertise and professional staff management. Experienced in

large scale project management and budget control. Strong background in

security, ERP applications, enterprise networking, and Microsoft Server

support.

Experience

July 2003 - Present Mount Saint Mary's University

Associate Director of Information Technology and Information Security

Officer

1. Departmental strategic planning in line with institutional mission

2. Budget planning and management (1.7million total budget)

3. Establishing and maintaining vendor relationships

4. Evaluating new and emerging technologies

5. Staff Leadership- Directly responsible for Network and Telecom,

Applications Management, Customer Support Operations, and Technology

Training teams.

6. Project Management for several large scale initiatives including:

. Rollout of a completely new Cisco network infrastructure designed to

comply with GLBA, SOX, and NACUBO security recommendations.

. Implemented Cisco VOIP and Unified Communications moved off older Seimens

PBX technology

. Migration of campus administrative ERP and course management systems to

new products. Technical lead for Systems and DBA responsibilities for all

applications.

. Large scale Citrix deployment with thin clients and published desktops.

. Working Manager with broad hands-on experience with Systems, Network,

Telecom, and Helpdesk Operations.

March 2000 - 2003 Mount Saint Mary's University

Network Manager

7. Responsible for overall network operations and security. Implemented

security infrastructure including PIX Firewall, Dragon IDS, and

PacketShaper bandwidth management.

8. Completed campus network migration from Novell to Windows 2000 and

migrated legacy mail system to Microsoft Exchange 5.5, and then Exchange

2000

9. Manage two network administrators and Helpdesk Operations staff.

April 99 - November 99 CPI, Nashville

Network Administrator

10. Provide level two support for user base of 2500 in a Healthcare

environment and received user commendation for exemplary customer service.

11. Resolve hardware, software, and network issues.

12. Y2K compliance standardization of all corporate PC's.

April 97 -April-99 Community Rehabilitation Agencies of TN

Information Systems Technician

13. Administer a Windows NT 4.0 server and ten networked PC workstations.

(Microsoft Exchange email clients, TCP/IP, Ethernet NIC's)

14. Responsible for all PC maintenance including troubleshooting, repairs,

and upgrades for both hardware and software.

15. Direct all technological purchases for association including research

and testing for new products.

16. Consultant and end user support for ninety sub-agencies throughout the

state of Tennessee.

17. Design and maintain company website.

Professional Development

2008-Present Environmental Stewardship and Sustainability Committee- co-

authored the institutional Climate Action Plan

2008-2009 University of Oregon- Sustainability Leadership Program

2003 Educause Management Institute

2001-2008 Educause Annual conference participant

Technical Development and Training

2000 MCSE NT 4.0 - AJ Institute - Tysons Corner, VA

2002. Cisco- CCNA - Orange Technologies- Rockville, MD

2004 Building Cisco Multilayer Switched Networks - Global

Knowledge

Cisco- SAFE Implementation (CSI) -Global Knowledge

Education

2008-2010 Charter Oak State College- Bachelor of Arts, Organizational

Leadership

2004. Mount Saint Mary's University

93. University of South Florida, Ft. Myers, Fl.

Professional References available upon Request

Contact this candidate