Customer Service Management

Allen Harris, A+, Net+, MCTS

**** ***** ***** **.+ Columbus, Ohio 43219 +614-***-**** +

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

SYSTEMS/NETWORK ADMINISTRATOR - Production Support

Versatile systems and network management professional offering over 7

years of diverse industry and consulting experience. Resourceful leader

in systems, network and operations management with a successful track

record of leading change management and systems implementation, Industry

certified with academic background in IT, combined with fortune 500

experience. Consistently recognized for technical troubleshooting

abilities, proficient in a wide range of computer systems, languages,

tools and testing methodologies. Excellent communicator with emphasis on

building strong professional relationships at all levels. Consistently

exceeding organizational goals, performs well individually or within a

collaborative team environment while adapting quickly to new and ever

changing industry standards and trends.

AREAS OF EXPERTISE

++ Systems Administration + Network Administration

+ Desktop Management

+ Project Planning & Scheduling + Requirements Gathering

+ Scope & Risk Management

+ Product Lifecycle Development + Budget and Cost Management

+ Process Improvement

+ Client Relationships + Team Development & Mentoring

+ Operations Management

PROFESSIONAL EXPERIENCE

Contractor - Freelance Columbus, Ohio

12/09 - Current

. Provided outstanding customer service when interacting with Clients and

other Technicians.

. Performed Installs of workstations, servers, printers and network

components

. Performed server, workstation, printer and network troubleshooting.

. Provided asset management assurance by maintaining inventory of site

equipment on hand levels and returning unneeded/unused equipment.

. Familiar with various project management techniques to complete task on

time and on budget.

Anu Resources - JPMorgan Chase Polaris, Ohio

09/09 - 2 Month contract

Tier 2 Technicians - Merger & Acquisitions Technical Team

The firm is a leader in investment banking, financial services for

consumers, small business and commercial banking, financial transaction

processing, asset management, and private equity

. Provided tier 2 for all branch components including: networking, desktop,

printer support. Products are used throughout JP Morgan Chase including

over 5,000 branches.

. Provided outstanding customer service when interacting with business

bankers and other branch team members when trouble shouting branch

issues.

. Performed restages, component troubleshooting, and dispatching vendor for

resolution and follow-up.

. Experience using critical production supporting systems such as:

Peregrine, Eagle, Radia.

. Familiar with production support process used to drive quick resolution

of retail issues.

. Trained through formal process for support of retail branches in

troubleshooting of all aspects.

. Performed new workstation installations using standard build image with

supported LOB applications.

Allen Harris, A+, Net+, MCTS

Page 2

FedexOffice - Whitehall, Ohio

7/05 - 6/09

General Manager

Office and print solutions provider serving print and banner needs to

businesses and individuals

. Managed all facets of the office branch including: Network

Administration, Server Administration, and Security.

. Provided customer service through the daily interactions with clients as

well as fellow team members.

. Served as technical and operations escalation for surrounding three

offices. Mentored other support staff on corporate process and

procedures being recognized as a regional leader.

. Experienced server administrator based on Windows 2003 server technology

with Active Directory tree. Supported enterprise solutions: Backup/

Restore, Anti-Virus, Spam filters, and server remote tools.

. Increased remote virtual support for area offices, increasing staff

efficiency and server availability.

. Provided top tier asset management through functions of the standard

operating procedure manual.

. Responsible for developing staff team, hire/terminations, and year end

performance and salary reviews. Responsible for training on all corporate

equipment and updating related documentation.

Dunkins' Diamonds - Heath, Ohio

6/99 - 11/05

Directed daily operations of location with security and sales being the

primary focus

. Managed center, maintaining network availability, trouble shooting, break

fix, maintenance, server, software upgrades and support, training on

order taking system, security, authorizations, hardware installations,

P&L responsibility and generating revenue.

. Responsible for training on software programs utilized in center on daily

basis.

. Upgraded POS systems from legacy DOS based operating systems to a windows

based product which increased productivity and allowed business to

provide additional levels of operations.

. Maintained a $3.6 million inventory with a .005% shrinkage, recognized

regionally for efforts in inventory and asset management.

TECHNICAL EXPERTISE

Hardware: Dell Power Edge & Blade Servers; HP ProLiant rack mounted

servers; Dell desktops; Dell, Compaq & Toshiba laptops; Workstations;

Cisco hubs and switches; HP, Epson, and Tektronix printers.

Operating Systems/tools: Windows 95/98/NT/2000/XP; Active Directory; DHCP,

WINS and DNS; Microsoft Office; Microsoft Exchange 2003; Visio; PC

Anywhere; Norton Ghost.

Networking: Ethernet 802.3, TCP/IP, DHCP, DNS, WINS, ARP, FTP, Telnet,

DSL/Cable, hubs, routers (Cisco IOS), cabling, SMTP, POP3, NAT, VPN, VLAN,

RIP, Ethernet 802.11, LAN/WAN.

Enterprise Software: Veritas Backup Exec; Norton Ghost Backup; Checkpoint

Security.

EDUCATION and CERTIFICATIONS

Education:

TechSkills - Columbus, Ohio

School of Information Technology

Certifications:

CompTIA A+

CompTIA Net+

Microsoft Certified Technology Specialist -Vista

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