Customer Service Management

ROBERT (KENT) MCCARN

*** ****** ****** ****, *********, NC 27292 336-***-****

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

PROFESSIONAL SUMMARY

Information Technology and Services professional with over 38 years

experience. Proven background in planning, research, designing,

acquisition, implementation, and support of client/server, distributing

processing, LAN/WAN/WLAN, remote computing and security technologies.

Seasoned professional with proven technical, project management, trouble-

shooting, problem-solving, customer service, and communications skills.

Extremely reliable, independent, and a team player with ability to handle a

variety of responsibilities.

SELECTED ACCOMPLISHMENTS

. Managed two network infrastructure stabilization projects: (1) re-

cabled the copper and fiber and upgraded all the Cisco 3500 and Nortel

350 switches in our Winston-Salem Data Center to Cisco 3750s using

stacking technology; and (2) purchased, installed and prepared the

project plan to upgrade to 4 Nokia IP560 firewalls, Checkpoint NGX R65

and Checkpoint's Windows version of Smartcenter Server in our Winston-

Salem and St. Louis offices.

. Supported client LAN with over 1300 business users via Ethernet using

Nortel and Cisco switches.

. Supported Data Center LAN with over 900 Compaq, HP and Sun servers,

and over 40 hosted servers for GM and GMAC via Ethernet using Cisco

switches.

. Supported WAN using Cisco routers and switches and D Link switches

located in 84 field offices in the U.S.

. Installed and supported Nokia firewalls, Checkpoint software and all

firewall rules and policies.

. Supported all remote access computing using Shiva Remote Access

Servers, Nortel Extranet VPN switch, Nortel VPN Gateway 3050's and

ISDN modems to support several hundred telecommuters.

. Documented and validated required Sarbanes Oxley processes on General

Computer Controls for Network Support for 3 years.

. Developed and tested laptop and desktop setup procedures for the frame

relay rollout to over 80 field offices in a very short time frame.

This reduced dependency on 800 dial-up and saved the corporation a

tremendous amount of money with a very short ROI.

. Helped design, develop and implement an automatic InstallShield Script

program (Integon Web Credit) to install network components, browser,

and credit score application on agent's Windows 9x and NT PCs in Ohio,

Virginia, Alaska and NC which a consulting firm was unable to complete

saving the company a significant amount of money.

. Supervised, trained, and managed direct reports on the support of

personal computers and file servers.

. Researched, evaluated, tested, purchased, installed, and supported the

first personal computers, Novell, MS Windows, and IBM RS6000 file

servers.

. Member of MVS team that planned, scheduled, trained, developed

standards and procedures and migrated two IBM 370/168 mainframes

applications and operating systems from DOS to MVS for two years.

PROFESSIONAL EXPERIENCE

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GMAC Insurance - Personal Lines Winston-Salem, NC

Technical Systems Analyst - Specialist IV 2000 - 2008

Supported all the LAN, WAN, data/wireless communications,

telecommunications, remote computing, and security functions.

Supported Cisco switches as well as Cisco blade switches in HP b- and

c-Class Blade Chassis in our Winston-Salem and St. Louis offices.

Provided network support for Business Continuity and Disaster Recovery

tests at Sungard testing facilities. Supported Cisco's CSS switches

and Cisco 6509 CSM module to load balance Windows and UNIX servers.

Provided network engineering solutions and documentation for the

following storage vendors: EMC Celerra NAS, EMC CLARIION SAN, TSM

Server, Rainfinity, NetApp SAN, and Cisco 9216 switch installations.

Supported TCP/IP, DNS, DHCP and routing technologies. Helped

implement VOIP and QOS. Worked with several business partners that

were connected to the WAN. Monitored, diagnosed and resolved

connectivity and performance issues. Implemented and maintained our

Network Infrastructure intranet web site.

Integon/GMAC Insurance - Personal Lines Winston-Salem, NC

Lead Technical Analyst 1996 - 1999

Managed and supported all Novell Netware, MS Windows NT, OS/2 file servers

and Nortel routers and switches. Developed and supported the remote

computing strategy. Installed and supported WebFOCUS, EDA/SQL, and WebMRE

applications on 9 Windows NT 4.0 servers for Agency Interface, Claims,

Actuarial, and Marketing departments. Supported migration to private IP

addressing scheme to improve security. Published installation manuals and

network diagrams using MS Word and Visio. Developed Claims Application

Processing System (CAPS) rollout procedures for laptops and desktops in the

field offices. This contributed to the department goal to migrate to

TCP/IP and Microsoft Exchange. Helped to migrate from token ring to

Ethernet using CAT5e cable and migrate from Novell Netware to MS Windows

servers. Installed first radius authentication server using Shiva Access

Manager then later upgraded to Windows IAS. Implemented and managed DHCP,

DNS and WINS servers on Windows NT 4.0 to automatically manage TCP/IP

addresses. Conducted an extensive study of superservers and recommended

the Compaq Proliant as the company standard. Published a comprehensive

white paper on "Desktop/Laptop Operating System Strategy at Integon".

Integon Corporation Winston-

Salem, NC

Lead Technical Analyst in Systems Support 1991 - 1995

Managed a PC/Server Team that implemented Novell Netware 3.x and 4.x file

servers, Novell NDS, OS/2, 3270 terminal emulation, token ring topology

and coordinated Windows 95 and NT Workstation evaluation and

recommendations.

Integon Corporation Winston-Salem, NC

Lead Technical Analyst 1977 - 1990

Analyzed and documented the S&L On-Line system in preparation to re-design

and develop a new S&L On-Line System. Member of MVS Conversion team that

upgraded two IBM 370/168 mainframes applications and operating systems from

DOS to MVS. Served as the initial PC Technical Coordinator responsible

for training, supporting, developing policies and standards, coordinating

the configuration, acquisition and installation of all PC software and

hardware. Supported the Information Center.

Integon Corporation Winston-Salem, NC

Programmer and Supervisor of Programming 1970 - 1977

Programmed and supported assembler language applications on IBM Systems

360/40, 370/145 and 370/158. Supervised 5 assembler language programmers

that supported the Savings and Loan On-Line system for over 200 Savings and

Loans.

SKILLS OR TECHNICAL INVENTORY

Network Communications: Cisco Switches, Routers and Wireless Access

Points, Nortel and D-Link Switches, Wireless LANs, Ethernet, VLANS, TCP/IP,

BGP, EIGRP, Token-Ring, IPX/SPX, NetBEUI, DLC, SNMP, 3270, T1, DS3, RS-232,

Dial-up Modems, ISDN Modems, VPN.

Computers: Several brands and types of Personal Computers, HP/Compaq

Proliant Servers, and IBM NetFinity Servers.

Operating Systems: Windows NT, Windows 2000, Windows 95/98/XP/Vista,

Netware 3.1 and 4.x.

Software: MS Office Pro 2003, Visio, Rumba, Internet Explorer, FrontPage,

HP OpenView, Wireshark, Tcpdump, CiscoWorks, Firemon, MS Outlook, MS Excel,

MS Word, MS Access, SAP.

Security: Nokia Firewalls and Checkpoint Software.

EDUCATION

> Bachelor of Science in Mathematics, Wake Forest University, Winston-

Salem, NC, June 1970.

PROFESSIONAL TRAINING & CERTIFICATIONS

o Life Office Management Association's Fellow Life Management Institute

(FLMI) designation, September 1987.

o Microsoft Certified Professional (MCP), 1999.

o Sales Training School in Life Insurance, Integon, July 1970.

o Toastmasters International Speechcraft Certificate in Communication

and Leadership, October 1981.

o Leadership for Managers, Davidson County Community College, Lexington,

NC, May 1983.

o IBM Personal Computer Training at Boca Raton Florida, June 1983.

o Interpersonal Communications Workshop and Time Management Seminar, May

1984.

o Novell NetWare 3.1x to 4.x Update, Netware 4.0 Installation &

Configuration, and Novell Netware 4.x Directory Services Design,

January 1995.

o NetFRAME Server Administration & Maintenance, February 1995.

o Interaction Management Program, May 1995.

o American Research Group, Inc.'s Remote LAN Access, June 1996.

o Microsoft Administering MS Windows NT 4.0, Networking Essentials and

Microsoft's MCSE Core Technologies, 1998.

o Cisco Systems Interconnecting Cisco Network Devices, May 2000.

o Cisco Systems CSS 101 Course (Content Service Switch), December 2000.

o Microsoft Updating Support Skills from MS Windows NT to MS Windows

2000.

o Edward de Bono's Lateral Thinking, March 2004.

o IT Training & Solutions Inc. Network+, Greensboro, NC, November 2006.

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