Information Technology Customer Service
Resume:
Stephen V. Moonen
Lilburn, GA 30047-3149
Home/Cell: 404-***-****
Email: *******@**********.***
Education
• Master of Education, Adult Education – University of Georgia
Conferred 2007
• Bachelor of Business Administration, Management – Georgia State University
Conferred 1994
Experience
Brown Mackie College, Atlanta, Georgia, March 2009 to Present
Chair, School of Information Technology & Technical Support Manager
• Supervise and manage faculty and technical support operations.
• Hiring, scheduling, coaching, observing, advising and professional development of faculty and
technical support staff.
• Manage budget for School of Information Technology.
• Maintain records and compliance issues for accreditation of Brown Mackie College, Atlanta the
School of Information Technology, faculty and staff.
• Promote the school of Information Technology and Brown Mackie College in the surrounding
community. Manage technical support for college staff of 130 plus administrative staff and 1000
plus students.
• Reset passwords and trouble shoot issues for faculty and students on both the portal and
eCollege.
• Manage technical support for Brown Mackie College administrative staff about 130 plus, the
entire faculty and approximately 1000 plus students.
• Training of use of technology for Brown Mackie College administrative staff about 130 plus, the
entire faculty and approximately 1000 plus students.
• Combined Citrix thin client and PC environment.
• Coordinate technical and physical logistics for expansion and move projects.
• Local expert for process and procedures of technical support and related issues
• Local contact and liaison between BMC, EDMC parent corporate, other BMC campuses and
other corporate affiliated schools departments of IT for support and initiatives to improve or
expanded technology.
• Local contact and liaison between 3rd party contractors for local information technology hardware,
infrastructure and/or move and expansion projects.
• Support and maintain local information technology hardware and infrastructure within local
Campus locations.
• Wire closet mangment.
• Experience with Altiris server management.
• Experience with SUS and Deep Freeze.
• Experience with VPN.
ITT Technical Institute, Kennesaw, Georgia, June 2006 to September 2008
Chair, School of Information Technology
• Supervise and manage faculty and technical support operations.
• Hiring, scheduling, coaching, observing, advising and professional development of faculty and
technical support staff.
• Manage a budget for School of Information Technology
• Subject matter expert for academic curriculum and technical information for each school.
• Ensures program objectives are consistent with catalog and course syllabi.
• Coordinates and conducts curriculum implementation meetings and professional development
sessions with faculty.
Stephen V. Moonen
• Maintain records and compliance issues for accreditation of ITT Technical Institute, Kennesaw the
School of Information Technology and faculty.
• Faculty hiring, scheduling, coaching, observing and advising.
• Coordinates core course academic support programs, certification programs, student professional
associations and student retention strategies.
• Maintains teaching assignments as scheduled or needed. Handled the end Cap Stone classes.
• Taught and supported a variety of both residence and online courses.
• Manage technical support for ITT Technical Institute, Kennesaw administrative staff of about 50,
the entire faculty and approximately 600 plus students.
• Training of use of technology for college administrative staff, faculty and students.
• Manage local user accounts, rights and privileges in a Microsoft Sever 2003 environment.
ITT Technical Institute, Kennesaw, Georgia, February 2005 to June 2006
Instructor of Information Technology
• Full Time Technology instructor and Technical support for the Kennesaw Campus.
• Taught and supported a variety of both residence and online courses.
• Taught the Information Technology courses for the Associate Degree in Information Technology
program.
• Manage technical support for ITT Technical Institute, Kennesaw administrative staff of about 20,
the entire faculty and approximately 200 plus students.
ITT Technical Institute, Norcross, Georgia, March 2003 to February 2005
Adjunct Instructor of Information Technology
• Taught and supported a variety of both residence and online courses.
• Taught the Information Technology courses for the Associate Degree in Information Technology
program.
Superior Auto Finance Inc. Lithonia, Georgia, June 2003 to February 2005
Operations/Office Manager
• Small business retail operations, office and IT management.
• Managing and scheduling of employees.
• Control of complex, high value inventory.
• Small network, security and data base management and some retail sales.
• Did the accounting for the firm.
Independent IT Consultant Duluth Georgia, December 2002 to February 2005
• Various contracts for clients dealing with computer networking, hardware support, or IT Training.
Clients included:
• ITT Technical Institute, Adjunct Professor
• The Federal Aviation Authority (FAA) for A+ Computer Technician Certification, Boot Camp
classes.
Mercer University/ICTS, Inc. Atlanta, Georgia, March 1999 to October 2002
Instructor / Network Administrator September 1999 to October 2002
• Taught, A+ Computer Technician Certification, Net+ Network Technician Certification and the core
classes for MCSE Certification in both NT4.0 and Windows 2000.
• In addition to Training duties, handled Network Administrators duties to support instructors,
students and administrative staff concerning hardware, operating system and applications.
Network Administrator / Technical Support March 1999 to September 1999
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Stephen V. Moonen
• Support of technical training facility with more than 300 students and 15 classrooms, on a
variety of hardware and software platforms, including DOS, Windows 3.1/95/98, NT 4.0 and
Windows 2000.
• Physical control of PC/Network hardware and software inventory.
• Technical staff management.
AirTouch Cellular Atlanta, Georgia, June 1995 to April 1999
Inside Sales - October 1998 to April 1999
• All Calls Distributed (ACD) queue selling cellular phone service. Heavy customer contact.
• Follow-up to shipping orders and contracts.
• Maintained high sales quotas.
Senior Customer Care Representative “Gold Customer Team” January 1997 to October 1998
• Specialized team for gold customers focused on a higher level of customer service and retention.
Involved 3 blended ACD queues; Gold, Equipment Support and Save.
• Helped in training reps to manage call stats. Improving call resolution and reduced abandonment
rate to 1.2%.
Customer Service Representative “Equipment Support” June 1995 to January 1997
• ACD queue to handle all equipment upgrades for customers through all channels of distribution in
the Atlanta market.
• Instrumental in universalizing the equipment upgrade job function to all Atlanta market distribution
channels.
• Designed and developed a training and reference manual for use in project rollout, training and
end user daily use.
Information Technology Certifications
• CompTIA A+ Certified PC Technician, Since 1998. Re-Certified 2001, 2004
• CompTIA Network+ Certified Network Technician, Since 2000
• Microsoft Certified Professional (MCP) Mar 2000
• Microsoft Certified Systems Engineer (MCSE) for Windows NT4.0 & Windows 2000
• Microsoft Certified Systems Administrator (MCSA) July 2002
• Microsoft Certified Trainer (MCT) 2001, 2002 & 2003
• Skills Assessment Manager (SAM) Word, Excel & Power Point 2007 – June 2009
Military Service
US Army, Airborne Infantry/Cavalry Scout, 82nd Airborne Division, Sergeant E-5
Fort Bragg, NC 1982 to 1986; Honorable Discharge.
Associations
• Computer Technology Industry Association, CompTIA
• Pi Lambda Theta International Honor Society and Professional Association in Education
Initiated 2006
• 82nd Airborne Association, Atlanta Chapter
• Board of Directors, 82nd Airborne Association Memorial Committee
• VFW Post:5255
References upon request
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Stephen V. Moonen
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