Project Manager Customer Service

Randy Middlebrooks

*** ****** ****** *******, **. 30040

404-***-**** *****.************@*****.***

Highlights

10+ years experience as an IT professional

Detail oriented thinker with strong organizational, analytical and problem solving skills

Highly efficient at multi-tasking while working in multiple roles

Skilled at working independently or as part of an IT team on short or long term projects

Mentored other Project managers and Support technicians

Career Summary

SunTrust Inc. Atlanta, Georgia March 2010-Present

Lead Project Manager

Duties include managing all aspects of Treasury product projects from the Initiation phase through post implementation

phase. Responsible for defining key tasks, bringing together the team of key stake holders, and identifying opportunities to

further enhance the project process. Successfully demonstrate the ability to work directly and indirectly with clients and

teammates to determine implementation approach. I assisted senior management in defining corporate standards and processes.

I manage, and mentor a small team of project managers, maintaining a high percentage of SLA, and manage the reports to

determine the workload for the team and region for which I am responsible for, also maintaining the metrics reporting to

analyze potential problem areas, and tracking how many projects are constrained and in progress. I am responsible for defining

new and updated process standards to facilitate a smoother workflow method. I also do risk analysis on our projects to

determine if any will have a negative impact on our organization.

Emory Healthcare Atlanta, Georgia October 2005 – Mar. 2010

Client Services/Project Management

Duties include managing support of network wide client issues, department specific applications, and programs. I am

responsible for writing and maintaining the documentation for all new applications as they are deployed in our enterprise.

Project Management and procurement of applications from the client all the way to the installation on the desktop, including

collaboration with the client and subject matter experts to identify implementation objectives and goals. I am responsible for

working with the client to understand if financial backing is available before the kick-off, responsible for diagnosing and

resolving client technical issues and conflicts. Used SharePoint to setup a knowledge base of recurring service known issues

with the programs and applications. Responsible for asset inventory of servers and desktops including monitors, printers and

network devices. Server 2003 support and Windows xp and 7 support on the desktop level. Address and resolve third level

support issues from our staff of 600+ users and clients for healthcare applications. I oversee testing of programs before they are

sent to the users. I handle support of client applications across the Enterprise that is specific to individual departments. Also

serve as technical lead on projects that do not meet the criteria for a separate work flow plan.

Bank of America Atlanta, Georgia Jan. 2004 – Sep. 2005

Infrastructure Support III

Duties include third level support of Windows 2000/2003 servers, XP, and NT 4.0 workstations, also remote support of SSWB

across a VPN at 120 sites, and 500 associates using Dameware. Technologies I am currently working with are Windows 2003,

2000, and XP, and NT 4.0. Setup images for Windows 2000 servers, and XP, NT 4.0 workstations, using Ghost 6.5, and 7.5setup

new users and accounts using Active Directory. Designed new flow process to handle support calls coming in from the remote

sites. I also take care of cabling for a Production, and a test lab. I manage an Inventory tracking system using SQL for all

equipment in our department. I support Media applications in our market using transaction zone, and stock ticker, and

Investment zone. I manage our Server backup solution using Arc-serve. Researched and discovered a Motherboard component

defect that saved the organization $500,000.

PCFS Mortgage Resources Atlanta, Georgia August 2003 – Jan. 2004

Client Support

Duties included taking care of desktop support and remote access for 160 users. Technologies I am currently working with are

Citrix, Windows 2000, Right fax, Davox dialer in conjunction with Cisco VOIP. Imaged and rolled out new machines for users

updating from NT 4.0. Take care of daily tape backups. Stream lined process of taking care of trouble tickets by building

spreadsheet applications. Managed all wiring and patch panel configurations, including switch layouts. Provided support to

server/network and data centers to ensure security, availability, and reliability of all technical assets (data, hardware, and

network), as well as Network storage solutions and optimizing real world backup solutions, including the control and setup all

computers and network functions to client specifications locally and to 3 remote regional sites.

Milner Voice & Data Atlanta, Georgia June 2002 – August 2003

Communications Engineer

I Worked with Inter-tel telephone systems, repair and service of these systems. I worked with technologies, VOIP, IP phones,

ADTRAN units, T-1 lines and cards, Digital phones and key systems. Take care of Voice mail units and EVMC cards. I also

rebuild PCs and Voice mail units. I served as the pre-installation and post sales installation Tech for new clients, trained clients

on use of systems.

STS Inc Atlanta, Georgia December 2000 – May 2002

Client Support

Duties include, but are not limited to maintenance and configuration of: - routers, firewalls, DHCP, DNS, Active Directory,

Arc-serve 2000 system Backups, Citrix Metaframe Server, ICA client configurations, Routing and remote access and I also

use many different server software and performance monitoring tools. Maintenance and configuration of wireless LAN’s and

also configured wireless Internet access for over 400 users. Provide user training on third party software using self

constructed step- by - step documentation with screenshots and classroom presentations. I provided oral and written

detailed reports to upper management concerning the status of systems used in daily business operations. I also functioned

As the primary in-house support for other company server and network infrastructure from analysis of hardware

requirements, procurement, maintenance repair and setup, installation of workstation and server software, security patches,

Post-implementation monitoring, and participation in disaster- recovery actions.

RCS Computers Conyers, Georgia March 2000 – November 2000

Network Administrator/Project Coordinator

Duties included design and install of networks, setup Server and Workstations for Atlanta area dental offices. Installed cabling

and power requirements to fulfill needs. Installed and maintained the software for dental office management. I helped our

clients make decisions on new equipment by consulting with different vendors. Regulated network traffic for LAN/WAN,

Internet, and provided desktop support for users experiencing problems on site and phone support for users off site. Delivered

End user Computer Training and acted as the point of contact for hands on hardware and software upgrades, in result defining,

developing and maintaining standard methods and procedures for a team of 2 specialists rectifying issues with all hardware,

software, and network server connectivity related questions or problems to be assessed and resolved in a time critical manner.

Aegis Electrical Powder Springs, Georgia February 1994 – March 2000

Project Manager

I installed category 3 and category 5 data cable drops for network systems. I troubleshot as necessary and provided support for

users experiencing problems with network problems Developed work plans and managed work flow for a staff of 8 installation

technicians. Installed and supported maintenance on large electrical jobs in metro Atlanta area. I also traveled and managed

projects in other states. Assessed and resolved various computer issues dispatched from In-house Help desk ranging from

simple end user questions to complex hardware and software problems. Working in a time sensitive manner I configured

Windows NT 4.0 Workstations, Servers, and print host to conform to Y2KCompliance standards.

Skills Summary

• Supported Windows 9x, 2000, NT 4.0, XP, Windows 7, Server 2003

• Active Directory

• Configured and Maintained Terminal Server

• Maintained Citrix Metaframe servers and ICA clients on local and wide area networks

• Supported all versions of Microsoft Office

• Managed backups using Arcserve 2000

• SQL Query

• SharePoint

• Installed and supported network attached peripherals: printers, scanners

• Used pcANYWHERE to control remote servers, desktops and to provide gateways to remote networks.

• Applications software installation and user training

• Presented verbal and written reports on the status of IT and proposals to enhance system performance

• MCSE, A+, Net +Certifications

• SMS

• HTML coding for our kiosk sites

• Remedy ticket system

• Completed course on Project Management for Healthcare professionals

• Customer service

Education Summary

Pursuing Project Management certification

Dekalb College 1990-1992

Rockdale High School 1988 Conyers, Georgia

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