Customer Service Manager

Elizabeth Ann Webb

*** ***** ******* ****** . *********, MI 48813

517-***-**** . ********@***.***

Accomplished manager of IT systems and support with 10 years of hands on

experience. Practiced in successful management and support of business

critical information systems, telecommunication networks, and peripheral

components in educational, industrial, and e-Commerce environments.

Knowledge of multiple platforms, applications, and technology tools. The

ability to work diligently through problems and provide immediate

assistance. Highly personable and self-motivated professional with

excellent communication skills, as well as the versatility to work in

diverse groups and handle complex problems effectively. Experienced in

management and non-management IT support roles.

Key Knowledge and Skill Areas

. Network Administration . Hands-

On Technical Support

. Systems Integration .

Migrations/Upgrades

. Business/Customer Development . End User

Training

Technical Expertise

Certifications: MCP - Windows XP, Novell CNA 6.1

Operating Systems: Windows 7, Vista,XP, 2000, ME, 9X & NT; Windows Server

2003, 2000, NT; Novell Netware 6.1, 4.11, 3.1; Macintosh, Linux, UNIX

Hardware: Cisco 3000/2600/1600 series Routers; Cisco 2900 series Switches;

Cisco PIX 501 firewalls; Netgear Switches and Hubs; APC UPS; Servers (IBM

and Dell); Laptops & Workstations (Dell, Gateway, Compaq, Toshiba, IBM);

Barracuda Spam Firewall, Modems, Network Cards, Memory, Printers, Plotters,

Scanners, Copiers and other peripherals.

Software: MS Active Directory 2000 & 2003; Exchange Server 2000 & 2003; MS

SQL server 2000, 2003, 2005, SQL reporting; Hummingbird BI-Query, Monarch,

Crystal Reports, MS SharePoint; Windows Terminal Server, MS Proxy Server,

MS IIS Server; Cisco IOS; Seagate Backup Exec, VERITAS; McAfee, Norton Anti-

virus; MS Office Suite (2007, 2003, 2000, 9X); MS Project 2003; Lyris List

Serv, Visio Professional and Technical; Macromedia DreamWorks/Fireworks;

Adobe Acrobat Professional.

Network Protocols: LAN/WAN, TCP/IP, IPX/SPX, NETBEUI, WINS, DNS, DHCP,

POP3, SMTP, FTP, TELNET, VPN, ICMP, NAT, TFTP, Ethernet

Telecom: Avaya/Lucent Legend, Merlin Magic, and Partner phone systems.

Limited VOIP support experience (Avaya 4600 series IP phone systems)

Professional Experience

Flagstar Bank, Jackson, MI

Flagstar Bank, headquartered in Troy, Michigan, is a community bank with

approximately 180 banking centers in Michigan, Indiana and Georgia.

Business Analyst - Data Warehouse 1/2009

- 2/2010

. Work with customers to determine data storage and application

integration needs.

. Provide customer service and training for developed applications and

reports.

. Track Customer concerns utilizing Remedy tracking system.

. Identify business requirements of data warehouse.

. Design, write, test, and debug stored procedures and complex queries

to extract, requested data. (Hummingbird BI-Query, Monarch, Crystal

Reports, SQL, Access)

. Work with middle-tier developers to integrate database code with

business applications.

. Design end user interface including reporting.

. Develop best practices for data loading and extraction into and out of

the data warehouse.

. Install, configure, troubleshoot, and maintain a database system.

. Set user privileges with the database environment.

Mid-State Industrial Services, Eaton Rapids, MI

Mid-State Industrial is a material handling corporation supporting

industrial businesses in Michigan and Northern Indiana. Corporate

headquarters is in Eaton Rapids, MI with branch offices located in Battle

Creek, MI, Grand Rapids, MI and Elkhart, IN. Operations are 24x7x365.

IT Manager 1/2007 - 1/2009

. Multifaceted responsibilities to configure, install, and administer

network infrastructure and telecommunications systems that support a

staff of 250 at the corporate headquarters and 3 remote branch

locations.

. Administrative system responsibilities including daily data backup,

network security and additions/changes to user network, email, PBX and

cellular accounts.

. Implemented new IT policies that define the acceptable use of IT assets

within the company.

. Established remote access capability through installation and

configuration of VPN, VNC, and GoToMeeting.

. Design and implement Business Continuity/Disaster Recovery plan that

includes redundant data and power systems. Composed detailed procedures

manual that contains emergency contact data and services continuation

plan in the event of non-access to corporate headquarters.

. Manage 3 helpdesk agents and actively provide hands-on desktop support

for all technology issues.

. Provide training to technical staff in the effective utilization of

network tools and inventory/accounting database applications.

. Develop and write training materials for corporate staff training

programs.

. Research, select, install and implement new technology throughout the

corporation.

. Design, update and maintain the corporate website.

Society for Academic Emergency Medicine, Lansing, MI

The Society for Academic Emergency Medicine (SAEM) is an international non-

profit organization dedicated to the improvement of care of the acutely ill

and injured patient by improving research and education. SAEM also

publishes Academic Emergency Medicine and has over 10,000 individual

subscribers, plus access through medical libraries, universities,

hospitals, and academic centers worldwide.

Information Services Manager 2/2004 - 1/2007

. Management of SAEM internal IT systems, including all network hardware

and software.

. Served as the technical director to the physician-led Web Task Force to

develop and implement a complete re-design of the Society's web site

(www.saem.org), including content management, programming and graphic

design.

. Developed and implemented a series of system enhancements that

increased the Society's capability to provide more efficient service,

including online research submission forms, online payment systems,

online committee bulletin boards and list-servs. These enhancements

resulted in greater e-Commerce for the Society (dues payment,

fundraising) and much greater customer service for our members.

. Administrative system responsibilities including daily data backup,

network security and additions/changes to the user network, email, PBX

and cellular accounts.

. Provided organization-wide helpdesk technical support to the 6,500

members of the organization, and the specialized services required by

the peer-reviewed monthly scientific medical journal authors and

reviewers, attendees of various annual medical conferences attracting

400-2100 attendees, and the SAEM staff.

. Implemented new IT policies that define the acceptable use of IT assets

within the organization.

. Designed and implemented a Business Continuity/Disaster Recovery plan

that included redundant data and power systems.

. Management of all IT vendors and suppliers. Ensuring projects and

services were completed and delivered on time.

Michigan Biotechnology Institute, Lansing, MI

The Michigan Biotechnology Institute (MBI) has built a successful track

record of innovation in industrial biotechnology, and has commercialized

various products and processes through joint-ventures and start-up

companies.

IT Support Technician 5/2000 - 1/2004

. Provided technical assistance and issue resolution support for end

users on a variety of software applications both in person and via

remote access

. Installation, support and maintenance of all equipment (including

workstations, servers, networking equipment, peripherals and all

software).

. Troubleshooting and repairing computer related equipment.

. Network support including installation/testing of new cable, router,

switches and hubs. Troubleshooting and repair of connectivity issues.

. Assisted the Director of IT in the research, selection, installation

and implementation of new software and database applications throughout

the organization

. Trained scientific, education and clerical professionals on the proper

use and function of all equipment, software and database applications.

Developed and wrote all training materials.

Electronic Data Systems (EDS), Lansing, MI

EDS provides a broad portfolio of business and technology solutions to help

its clients worldwide improve their business performance. The EDS support

center in Lansing, MI provides technical network and desktop support for

General Motors Corporation.

Business Analyst Team Leader - General Motors Helpdesk

1/1998 - 5/2000

. Led team of 20 technical support agents in meeting contracted daily

call volumes and quality control in a 24x7x365 environment.

. Conducted new hire interviews, new hire training/mentoring and weekly

performance reviews.

. Troubleshooting and repair of all hardware, software, and network

related issues.

. Provided 2nd level technical support for the center and intervened in

escalated client issues to ensure timely resolution.

. Managed schedules and workflow issues to ensure compliance with minimum

staffing levels.

. Implemented group meetings and one-on-one discussions to determine

staff problems and needs.

Education

Lansing Community College, Lansing MI

Coursework including:

. Computer Science

. Business Information systems

. Visual Basic and SQL

. Accounting

. Business Administration

. Mathematics/Statistics

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