Manager Management

ERIK JIRGENS, MCSA

**** ******** ******, *******, ** 32822 ? 407-***-**** ?

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

Results-oriented and driven Information Technology Manager with over 10

years experience leading and managing high-performing technical teams in a

fast-paced environment ? Proven ability to provide unparalleled customer

service, accomplish projects ahead of schedule, and collaborate with teams

across multiple functions ? Core competencies include:

Project Management LAN Support

Client Relations Management Hardware Support

Staff Training and Development Desktop Support: Windows

XP/Vista/2000

Vendor Relationship Management Windows 2000/2003/2008 Server

Administration

Microsoft Certified - MCSA Active Directory and Group Policy

PROFESSIONAL EXPERIENCE

SANFORD-BROWN INSTITUTE a division of Career Education Corporation,

Orlando, FL November 2009 - present

IT Manager

. Deployed all IT systems, including servers, desktops, printers, and Cisco

phones at a new medical and dental school in Orlando, FL

. Configure and maintain a Windows Server 2003/2008 student domain,

including Active Directory, Group Policy, and WSUS

. Manage all IT support functions for the school's support staff and

students

. Duties also include all aspects of facilities management and maintaining

vendor relationships with all IT and facilities support vendors and

contractors

. Monitor and maintain server backups with Symantec BackupExec

. Responsible for all adds, moves, and changes and regular maintenance

throughout the Sanford-Brown campus, utilizing Cisco Call Manager, Big

Fix Enterprise Console, WSUS and Active Directory / Group Policy on staff

and student domains / networks

. Deployed Windows 7 operating system via Microsoft Deployment Toolkit and

Windows Deployment Services

ADT SECURITY SERVICES, INC., Orlando, FL 1989 - 2009

Desktop Support Manager - Southeast Region (2007 - 2009)

. Managed IT support for 2100+ users and 50 offices across the southeastern

US, including desktop, laptop, server and LAN support

. Achieved or exceeded all team performance goals for 2007/2008, including

a 93.73% success rate on resolving Remedy tickets in less than 600

minutes and 99% on initial response under 60 minutes

. Minimized server downtime and productivity loss using server monitoring

tools and preventive maintenance procedures; maintained on-call rotation

for after-hours outages; dispatched Dell technicians for hardware under

warranty

. Utilized MS Group Policy to centralize document storage and simplify

printer management

. Interviewed and trained contractors to assist with Remedy support

requests

. Attended and led conference calls in manager's absence

. Prepared weekly status reports updating upper management on metrics

Team Leader - Southeast Region (1998 - 2007)

. Provided IT support for 50 offices throughout the southeastern US

. Successfully implemented enterprise-wide OS upgrade from Windows 95/98 to

a Windows 2000/XP domain environment, including 2 domain conversions,

while preventing data loss and downtime

. Project managed IT issues for field office relocations, expansions, and

renovations

. Installed servers in Southeast region field offices to centralize

document storage and printer management; reduced toner expense by

implementing security groups to control access to printers

. Completed multiple on-site support software deployments and upgrades

including a conversion from Symantec Norton Antivirus to McAfee Antivirus

software

. Maintained relationships with vendors such as Dell and IKON to provide IT

solutions for ADT

. Configured Dell DRAC cards for remote server management and

troubleshooting; reduced or eliminated travel costs and travel-related

downtime for server support

. Utilized Symantec Ghost to reimage computers

. Resolved Remedy support requests for the southeast region of ADT sales

and service offices

. Maintained Active Directory and Remedy Asset records for supported

computers

. Deployed laptops to commercial sales representatives as part of

Compass/Siebel software upgrade

. Provided IT support to off-site corporate meetings and training classes

. Demonstrated success with Cisco router installation and troubleshooting

Prior professional experience with ADT Security Services includes Database

Administrator, Training Manager, and Shift Manager positions in Atlanta, GA

EDUCATION

University Of Central Florida, Orlando, FL ? Bachelor of Science Degree in

Business Administration

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