Paul A. Bates

*** ******* ******* *****

Benton, AR 72015

501-***-****

abjzlx@r.postjobfree.com

Experience

Self Employed – The SuperStar Shuttle 04/2010 - Present

Create and maintain company website

Created operating processes and logistics

Developed brand marketing, logo’s posters and flyers

Sales and Marketing

Manage books and accounting

Driver/Operator

Special Events Coordinator

Quintiles Transnational 10/2006 – 02/2010

Global Service Desk Analyst/Knowledge Base Team Lead

Provide Global IT Application Support for over 22,000 users running

Windows XP, MS Office 2007,VPN, Blackberries and over 200 internal

applications

Lead Knowledge Base Champion managing several colleagues and

content of over 5,500 knowledge articles on technical solutions and

processes

Member of the Quality Assurance Team – Work to ensure Global IT

Service Desk Agents provide quality customer service in telephone, email,

ticket and web support

Create/implement/documents new and existing service desk processes as

well as train new Service Desk Analysts on Quintiles Global IT

applications, process and Methodologies

Communicate customer feedback from HDI Surveys to group

coordinators globally

Ensure VIP Support Requests are handled in a professional and timely

manner according to service level agreements.

Named as “point of contact” in the event the Global Service Desk Team

Lead is unavailable

Recipient of several excellent Customer Service Surveys, which measure

all facets of customer support

Created\Implemented new processes improving the quality and

efficiency of support requests created and resolved by the service desk

Department of Health and Human Services 7/2004 – 10/2006 Little Rock, AR

Senior Analyst

As a Senior Programmer Analyst, I was given the opportunity to express my leadership, technical

skills and management abilities, including in the following roles: System Administrator of Windows

2000/2003 servers

Manage SQL databases and all applications

Administrator of the VERITAS storage management server

Lead desktop-support technician

Support pc’s running Windows 95, Windows 98, Windows 2000 and XP

Support VPN and Blackberries

Lead analyst in developing/implementing and training of lab projects

Travel to maintain/coordinate new equipment and applications in health

units across the state

Create/test/implement Ghost images to ensure quality standards and

agency guidelines

Create/test/implement Ghost software packages

Lead hardware support technician on desktops, laptops, printers, lab

instruments

Maintain lab inventory database of new equipment purchases, moves

and disposal

Lead project manager/lead technician on restructuring of lab server

shares, security group membership and implementing a change

management policy

Assurant Employee Benefits 10/2000 – 6/2004 Kansas City, MO

(Fortis Benefits)

DSS Analyst/Desktop Team Leader

Initially joined Assurant as a Tier 2 Desktop Support Analyst. With consistently higher than

average percentages on customer surveys, the ability to resolve complex issues, proven abilities to

lead projects and teams, I was quikly promoted to Tier 3 Team Leader. Support over 3,000

local and remote users running Windows 2000, Citrix, Windows NT, Macintosh

Support over 1400 applications used by the Kansas City home office and

48 satellite offices.

Member of the Disaster Recovery Team as: Lead Desktop Hot-site

Technician; Kansas City Disaster Recovery Site Coordinator.

Lead Desktop resource on high profile projects: GroupWise 6.0

upgrade, McAfee 7.0 upgrade, Ethernet conversion for home office and

remote sites, File-Net client, VPN for remote and traveling business users, HP

Service Desk, Lotus Notes and various other application upgrades

Member of the Quality Assurance software testing team.

Assist in the development and implementation of Zen Works and Wise

packages

Travel to remote office locations to lead software and hardware upgrades

on workstations

Assist in the rollout of new workstations on the Life Cycle Planning

Project

Improve efficiency and decrease rollout time in projects and processes

Run daily reports to proactively look for problem trends that may exist

in the environment

Develop technical documentation for Tier 1&2 technicians in order to

resolve issues

Coordinate/Distribute daily trouble tickets for Tier 2 and Tier 3

technicians

Work with team members in local and remote locations to provide the

best possible solution for Fortis Benefits

Yelcot Telephone Inc. 1/1998-6/2000 Mountain Home, AR

Support Technician/E-Commerce Developer

Yelcot offered me a position as an in-house break fix hardware and software technician. This role

lead to implementing/administrating networks for new and existing clients serviced by Yelcot. The

business grew as did the E-Commerce business and I was given the opportunity to develop and

administer the online store. The many roles I preformed at Yelcot have given me diverse abilities.

These roles include:

Administrator of IBM’s Net.Commerce, Net.Data and Lotus Domino Web

Server

Developed an online retail e-commerce solution

Compiled reports and manipulated SQL data with Microsoft Access and Lotus

Approach

Engineered, implemented and supported applications, servers and PC’s for

Yelcot and more than 100 small and medium sized companies

Administrator of Windows NT Server, Linux, Novell 3.12 – 5.0 and Macintosh

Assisted with installation of T1’s and OC3’s telephone circuits

Assisted with monitoring and maintaining of company ISP equipment

Hardware Technician on IBM, Compaq, Hewlett Packard and non-branded

PCs, printers and servers

Trained new employees on business properties, sales, company practices and

customer relationships

Certifications:

1. Certified Novell Administrator

2. Linux Certified Professional (SAIR)

3. HDI Support Center Analyst

Education and Formal Training

Microsoft SQL server

Advanced Windows 2000 Server

E-project Training (methodology)

Seven Habits of Highly Effective People, by Dr. Stephen R. Covey

Lotus Notes Client and Server Administration

Novell Netware 5.1 Administration

Linux Administration

Ottawa University

IBM Net.Data class

IBM DB2

Devry University

Contact this candidate