Cyril G. Howell III

**** ******* ****. ( West Palm, Florida 33409

570-***-**** ( abikq4@r.postjobfree.com

Operations and Technical Management (

Technical Analyst for Desktop and Call Center Support

An experienced and driven IT professional dedicated to provide outstanding

operational and technical leadership. Expertise is within information

technology, training, Development and recruiting. Demonstrated ability to

motivate individuals and teams to meet and surpass challenging goals. Core

competencies are within problem solving, root cause analysis and

participative leadership.

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Continuous Process Improvement ( Quality & Performance Measurement (

Creative Problem Solving

New Business Development ( Team Building ( Trend Analysis

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Professional Experience:

Tiffany & Co., Parsippany,

NJ ( 2007- Present

IT Service Center Analyst

An experienced customer advocate dedicated to demonstrating a proactive

role in both office and remote settings. Proven ability to identify,

communicate, and resolve problematic trends to improve customer

satisfaction. Ability to quickly assess customer needs and expedite service

to resolve customer issues in fast-paced environments. Well organized and

detail-oriented. A self-motivated individual dedicated to provide excellent

multi-tasking and communication skills.

- Provides IT support for a fast-paced Call Center, including desk side

and remote support.

- Provides customer assistance for computer related issues via

telephone, e-mail, voicemail, and trouble-ticket processing system

(Remedy) for both onsite and remote users.

- Provides hardware and software technical support for desktops,

laptops, blackberry devices, and other hardware peripherals.

- Window-based PC's / MAC OSX Administration: responsible for imaging,

configuration and maintenance.

- Installation and configuration of network and local printers, scanners

and fax machines.

- Continue to design and implement Visual Basic programs to assist with

automating troubleshooting tasks performed by ITSC team members.

- IT Web-Site Administrator through SharePoint, FrontPage.

- Assist with Identifying and help coordinating training for IT

divisions.

- Cisco Call Manager Administration: configuring and installing IP

Phones and setup of voicemail boxes.

- Develop and maintain installation and troubleshooting documents for

several software applications.

- Train peers on various IT Procedures and Software applications.

- Use Active Directory for account administration.

- POS System, hardware and software troubleshooting

- AS400 (iSeries) account and printer administration

API Systems, Inc. / Actavis, Elizabeth

New Jersey ( 2005-2007

IT Service Center Manager

Managed a team of 8 direct and 75 -100 indirect reports for multiple

locations within the US and internationally. Worked directly with global

Information Technology teams to monitor call volume and produce reports for

forecasting and workforce scheduling, as well as performance management

statistics and analysis. Directed local IT teams to ensure proper staffing,

service levels, and training where achieved. Worked with HR to address

performance and behavior problems including, but not limited to

recommending corrective actions and termination, approving hiring

decisions, and reviewing salary adjustments.

- Strong leadership and influencing skills utilized to motivate,

educate, and direct a team.

- Educated team members on the importance of teamwork in relation to

customer satisfaction and company profit, and how it affects each

employee.

- Investigated any and all inappropriate computer usages.

- Developed and implemented computer forensic images and investigations

used to assist company in pending litigations.

- ACD - Avaya, Lucent: Telecom / PBX administration configured and

installed analog, digital, and IP phones and voicemail boxes.

- Purchasing agent for all desktops, laptops, software, and peripherals

for all Actavis' US locations.

- Company liaison to manufacturers for all warranty and replacement

equipment for desktops and laptops.

- Developed and implemented training documentation and procedures for

Support Staff on various IT Procedures and Software applications.

. Implemented new service processes and procedures, which generated

an approximate savings of over $300k (thousand dollars) annually.

These goals where achieved by implementing a departmental

reorganization, stream-lining IT hardware and software

requirements, daily processes, performance measurements, incentive

programs, and employee learning and development.

API Systems, Inc. / Verizon Wireless

Bedminster, New Jersey ( 2000-2005

IT Area Manager (NY, NJ)

Managed a 20-person, senior IT analyst team that was responsible for all

day-to-day desktop support requirements and responsibilities. Developed and

implemented new and inventive process improvements, which assisted with

creating a more efficient IT department. Responsible for all aspects of

managing the New York and New Jersey staffs; Responsibilities included

reviewing forecasting, schedule adherence, reporting, and shift

bids/schedule change approvals.

- Directly supervised and assisted IT staff with providing Tier-2 \ 3

technical support for approximately 3500 employees.

- Reviewed production statistics to identify individual employee

strengths and potential areas for improvement.

- Monitored individual and teamwork load to ensure adherence to quality

standards and regulatory requirements.

- Wrote regular performance reviews including monthly reports, and

conducted face-to-face meetings to maintain and improve success

through mentorship, coaching, and corrective action as needed.

- Provided onsite and remote client assistance for computer related

issues via telephone, e-mail, voicemail, and trouble-ticket processing

system (Lotus Notes \ Remedy)

- Provided hardware and software technical support for servers,

desktops, laptops, PDA's (Palm Pilots, Treo Smartphone, blackberry

devices)

- Responsible for imaging, configuration and maintenance of hardware

(desktop/laptop) and software for all domestic and international

locations

- Installed and configured network and local printers, fax machines, and

scanners

- Developed and implemented training documentation and procedures for

all IT training

- Company liaison to manufacturers for all warranty and replacement

equipment for PC's, laptops and servers.

- Developed and maintained management reports for tracking client

service requests.

. Instrumental in the recommendation and development of an Executive

Support Staff. This allowed for immediate intervention on any

escalated and/or difficult calls from all executive staff members.

. Designed and implemented programs in Visual Basic to become company

standard for end user migration in Windows 2000. Application

assisted with migrating windows profile settings. This generated

the company a substantial savings by not needing a third party

company to design, develop, and implement a company specific

application.

Technical Skill-sets

Computer forensics ( Operating Systems: Windows 2000 Workstation and

Server, Windows XP, Windows 2003 Server, Mac OS X ( Email Systems:

Microsoft Exchange, Lotus Notes, Entourage ( User Administration: New

user construction, user password and account administration, and

terminations ( Configured and installed digital and IP phone systems (

Ghost imaging ( Network and local Printer maintenance and repair (

Desktops, Workstations, Laptops and Servers ( Apple Computers (OS X) (

AS400 account and printer support ( POS ( Track-It ( Trend Micro Anti-

Virus ( Remedy 5.1 ( Palm Pilots ( Blackberry ( AS400 (ISeries) ( Lotus

Notes 6.5

Formal Education

Information Technology Support ? University of Phoenix, Jacksonville

Florida

(GPA 3.41/4.0)

Additional Training & Certifications

CCE (Certified Computer Examiner), MCSA (Windows 2000), Comp TIA A+, Comp

TIA Project +, Dell ASP, HP ASP, IBM ASP, Maintaining a Positive Workplace,

Diversity: Leveraging & Developing People, Performance Management, and

Leadership for Results

Contact this candidate