Project Manager Customer Service
Resume:
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JOHN P. INNISS
Fairburn, GA 30213
abjkuo@r.postjobfree.com
SUMMARY
Twelve years in Technical professional experienced in hardware support,
network administration, and management. A proven innovative and energetic
leader, skilled communicator, team builder well versed in information
technology and business management. Managed Procurement for the technology
department creating relationships with vendors while lowering costs. M.I.T;
B.S; A.S., Information Technology.
TECHNICAL SKILLS AND PROFESSIONAL DEVELOPMENT
Six Sigma Certified PC Anywhere Project Management
Norton Anti Virus Windows 95, 98 NT, 2000 TCP/IP, IPX/SPX
Red hat Linux DNS, WINS, DHCP, Citrix MetaFrame
VERITAS File System AIX, HP-UX Symantec Ghost
Terminal Services Windows Server 2000 Unix, Sybase
PROFESSIONAL EXPERIENCE
SIEMENS, Atlanta, GA
Customer Engineer (2007 - 2009)
Participate in the installation and servicing of EMC hardware and software.
Complete the install cycle, performance of pro-active maintenance according
to established procedures, Adhere to proper escalation procedures, adhere
to the keys to success and understand their importance. Performance of part
replacements as directed by PSE/CSC lab this includes the timely and
accurate submission of all associated documentation as well as part return
within 24 hours of the event. Submit accurate Clarify cases at the
completion of an event. Close all Clarify cases at the completion of an
event; Assurance of complete customer satisfaction at the assigned accounts
by adherence to the following; Prompt onsite arrival time, technical
expertise, knowledge of customer environment, professionalism; periodic
visits as needed. Maintain account notebooks. Must be responsible for the
maintenance of assigned inventory and test equipment.
. Successfully went though the mentor program and performed all duties
effectively and efficiently
. Have full understanding of EMC escalation processes with the PSE/CSE lab
. Successfully completed training for Clariion CX3 & CX4 Series, Centera
Generation 3 & 4, Symmetrix 8230, 8520, 8830, 8840, 1000, 2000, 3000,
DMX 3 and DMX 4 as well as all versions of Brocade, Cisco and Metadata
Switch training
. Responsible for all Symmetrix, Clariion, Centera, Servers as well as all
Metadata, Brocade and Cisco Switches.
. Successfully upgraded Flare codes, reset nodes, replace hard drives,
completed Pxe-booting, replace fans, replace sense cables, replace LCC
cables, replace Stand-by Power-Supplies, replace SFP Modules, replace
Storage Processor Enclosures, and replace Disk Array Enclosures as well
as any other hardware components within the EMC Servers assigned.
. Worked from 6pm Sunday to 8am Friday as well was on call 24 hours a day 7
days a week.
JOHN P. INNISS Page 2
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MCKESSON HEALTHCARE, Atlanta, GA
Technical Project Manager (2005 - 2006)
Assist with the engineering of customers' technical solutions. Supervise
the installation of systems onsite, and coordinate the deployment of the
system into production, with the appropriate Project Manager and other
technical resources. Work closely with research and development in
understanding new components that have been developed and which need to be
integrated into the system. Act as primary technical support for Technical
Advisors to assist with the maintenance of an internal knowledgebase of
problems and solutions. Define and maintain a clear, concise documented
process for the integration of the system. Work with the Project Manager
to coordinate the scheduling of resources for projects. Train new
Technical Advisors and Technical Project Managers and facilitate the
training of new technical resources on third party technology.
. Successfully lead both 3 month and 6 month Technical Projects.
. Installed application in AIX, HP-UX and Linux systems and enhanced
configurations to adapt to the customer's environment.
. Developed good relationships with the customers to ensure a successful
project delivery.
. Accountable for daily backups of Oracle Database tables.
. Successfully and conducted several upgrades through-out the course of
projects to provide the customer with the latest enhancements for the
application.
. Performed Kickoff Presentations at the beginning of the project as well
as an Operation Summary Presentation at the end of the project.
. Responsible for being on call around the clock for 14 days after the
customer goes live in which I worked with support to resolve any issues
within that time period.
GENERAL ELECTRIC CORPORATION, Atlanta, GA 1995 -2005
PACS Field Engineer (2003- 2005)
Provide customer and service support for PACS (Picture Archiving
Communication Systems) PACS service activities include: maintaining the
assigned sites, tracking all maintenance activities, tracking system
performance, performing Preventative Maintenance, assist in other PACS
sales activities, and securing customer commitments for service and sales
of General Electric Medical Systems products. Represent the customer in
communication of field concerns, issues and requirements.
. Assisted in installation of Radworks System in Winston Medical Center
including setting up a network, workstations, digitizer, DICOM Printer
and Quality Service Servers.
. Installed and maintain Solaris, Dell and Compaq Servers.
. Lead workstations upgrade at St Dominic's Hospital from 8.1 Pathspeed to
1.0 Centricity Customer Service Release 3.
. Assisted in installation of PACS System at River Oaks Hospital including
setting up PACS network, workstations, DICOM Access Server, Long Term
Server, Computed Radiography, Quality Service workstations and Web
Server.
. Developed relationships with my customers to ensure a good work
environment by taking a genuine interest in what is important to them.
. Accountable for daily, weekly and monthly VERITAS Backups.
. Upgraded MAC's to DICOM Access Servers at River Region Hospital.
. Selected to be Safety Council Champion.
JOHN P. INNISS Page 3
Network Support Specialist (2000 - 2003)
Support the development and documentation of processes and procedures for
establishing and maintaining network and personal computer hardware and
software use by internal customers; network and server security; and office
security system accounts. Perform data back-up and recovery processes and
procedures. Assist in the network installation and testing of new and
upgraded operating systems and application software.
. Increased the Helpdesk response time per customer by 25% by creating a
new Helpdesk process.
. Perform help desk support to satisfactorily resolve customer questions
and issues relating to hardware and software.
. Support over 250 worldwide customers LAN/WAN operations 24 hours/7 days a
week.
. Manage over 200 helpdesk calls monthly from multiple General Electric
sites worldwide.
. Receive and manage all Helpdesk and Network Requests for all employees
and deliver metrics to corporate monthly.
. Provide software support for several sites including the West Coast and
India Operations for Total Systems, Ulysses, Sametime, Quickplace,
Virtual Private Network and Badge Security.
. Completed Asset Management inventory of all software products loaded on
all servers and desktops through Server Management System.
. Accountable for data back-up and recovery processes and procedures.
. Assist in the network installation and testing of new and upgraded
operating systems and application software of Windows 2000 Servers as
well as over 200 laptops and Desktops.
. Accountable for procurement for both hardware and software components.
. Three years of experience in assemble, configuration, installation, and
trouble-shooting of servers, PC Notebooks, Printers, and Peripherals,
including memory, CD ROM, NIC, PCMICA, SCSI, Sound Cards, USB, TCP/IP,
including architecture, IP addressing. DNS, WINS, DHCP, dial-up
networking and network architecture.
Operations Analyst (1999 - 2000)
Supported reporting needs of Senior Management in all reporting for Private
Label Portfolios such as Exxon, Mobil, Home Depot, Sam's among others. To
create and maintain dashboards and hold monthly meetings for the delinquent
activity for Credit Card accounts. Develop and execute SAS reports and
analyses for risk management purposes; create month-end report to
incorporate all reporting for the site. Provide daily, weekly, and monthly
reporting, as required, for product and portfolios performance, including
impact of actions, delinquency, etc.
. Created SAS Program for all credit card accounts with 1st Payment
Defaults to help Senior Management analyze Agency Performance.
. Delivered analysis for Early-Out Program identifying Home Depot
Commercial Line accounts outsourced as Agency or to the Legal Department.
. Implemented SAS Report identifying Home Depot Commercial Line accounts
90+ days delinquent with balances $10,000 and higher.
. Created Process documentation for Early-Out Program for delinquent Home
Depot Commercial Line.
. Developed and maintained monthly Dashboards for Commercial Line credit
card accounts.
. Facilitated weekly production meetings for multiple portfolios for
Private Label Credit Cards.
. Prepared Full Time Employee Commercial Line Capacity Model for 1999.
. Created for Month-End Report incorporating the business sites reporting
for Senior Vice President.
JOHN P. INNISS Page 4
Floor Supervisor (1997 - 1999)
To manage, motivate and coach 10 - 15 collectors to reach and maintain
collection goals developed by the Portfolio Control Mangers on a monthly
basis. Provide daily dialer downloads for dialer operation. Create and
maintain weekly, monthly and yearly reports for each collector. Review and
recommend system enhancements to Senior Management to improve productivity
relating to collections. Resolve daily workflow issues as identified by
associates or other departments. Define staffing needs for both the short
and long term and implement necessary changes.
. Identified positive change that impacted performance, profitability,
quality and cycle time.
. Created Y2K process for Business Revolving accounts to meet General
Electric's Guidelines.
. Completed cycle analysis to determine percent of collectable accounts
versus non-collectable accounts.
. Managed uploads and downloads for Dialer Operation for delinquent credit
card accounts.
. Developed Weekly Productivity Report for weekly feedback.
. Created collection strategies for dialer operation.
. Conducted and hired over 30 commercial and consumer collectors for Home
Depot Portfolio.
. Awarded Spotlight on Excellence 4th Quarter 1997 for outstanding
performance.
Account Supervisor (1997)
Provide quality service through promptly and courteously handling and
successfully reconciling telephone customer inquiries and disputes relating
to client credit accounts, including basic account maintenance and
finance charges waivers. Promptly handle and successfully reconcile
customer mail inquiries and disputes relating to client credit accounts.
Promptly handle all requests from client retailers for sales
authorizations, made credit decisions within credit authority.
. Calculated and made decisions on existing cardholders line of credit.
. Managed follow-up file to ensure accurate completion of all promotion
accounts.
. Recognized for outstanding performance in a call center environment.
. Selected Team Satisfaction to accurately track available time, auxiliary
time and the number of calls taken per hour.
Collection Coordinator (1995 - 1997)
To decrease delinquency within Home Depot portfolio and telephone as well
as send documentation to customers for collection of past due accounts in a
professional timely manner. Analyze financial data and develop alternative
repayment structure to resolve problems. Recommend legal action and assist
litigation staff when requested.
. Developed strategies to collect severely delinquent credit card accounts.
. Managed skip trace file and provided accurate follow-up on special
accounts that were in question of delinquency.
. Successfully managed excess of $1,000,000 in delinquent accounts
resulting in Collector of the Month Award.
. Generated 3,860 manual calls collecting $278,000 in balances resulting in
Over The Top Award.
JOHN P. INNISS Page 5
Capital One (1993-1995)
To maintains customer records by updating account information. Resolve
product or service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the best
solution to solve the problem; expediting correction or adjustment;
following up to ensure resolution. To maintains financial accounts by
processing customer adjustments. Recommend potential products or services
to management by collecting customer information and analyzing customer
needs. To use skills to retain current customers and services by explaining
features and benefits. Conducts phone based surveys and follow up on direct
mail pieces.
. Received several Balance Transfer Awards for #1 sales. Generated excess
of $500,000
. Lead "GO" Team and executed 8 telemarketing projects. Generated excess
of $7,000,000
. Directed 6 special testing campaigns - including refinancing auto loans
at 7% and 9% new credit card accounts, payments provider insurance
. Received Annually Silver Star Award for excellent Customer Service
EDUCATION
Project Management Certificate
University of Phoenix, Phoenix, AZ
Masters of Information Technology
American InterContinental University, Atlanta, GA
Bachelors of Science, Business Administration
Concentration in Management
Virginia State University, Petersburg, VA
Associate of Science, Business Administration
State University of New York College of Technology at Farmingdale,
Farmingdale, NY
PROFESSIONAL EDUCATION
EMC Symmetrix Server Training GE PACS Training
EMC Centera Training GE Image Vault Training
EMC Metadata, Cisco, Brocade Switch Tech Train MCSE Certification
Training Naval Reserve "A" School Training
EMC Clariion Server Training
Leadership Series Workshop
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