Manager Customer Service

Stephen (Steve) Marshall Arthur

Post Office Box 121

Comfort, North Carolina 28522

PH: 910-***-**** Email: ************@*****.***

Objective Summary

Experience IT Professional seeking a position with an organization in IT or

Telecommunications. Have 18 years experience in Healthcare environment and

15 years experience in Industrial Plant Environment.

Possess knowledge and experience required to run an IT shop of various

sizes and IT departments for specific areas such as Networking, Systems

Administration, and IT Security. Offering extensive experience, proven

track record and demonstrated abilities in Information Technology;

Areas of expertise and interest include: Computer Technical/Support +

Systems Administration + Network Administration + Management + Project

Management + Telecommunications

Professional\Career Summary

IT Manager with over 30 years of IT experience including experience in the

areas of LAN and WAN, training and support, telephony, and e-mail and

security. Skilled in designing infrastructure and implementing technology

to support large user groups, supporting users at hospital corporate

location as well as multiple remote locations, and effectively managing $1

million IT budgets as well as IT staff. Proven ability to translate

business needs into technology requirements that support the company's

business objectives and to successfully manage all phases of IT projects

from needs analysis and requirements definition to vendor selection,

implementation, and training.

In a technical role possess proven expertise in supporting and optimizing

performance of workstations, peripherals, operating systems, network,

server systems, and hardware. Software including installation and

configuration, preventative maintenance. Resolved network connectivity

issues. Provided service focused technical support, both remote and onsite

to achieve effective troubleshooting, efficient resolution of issues and

maximum customer satisfaction. Completed projects on schedule,. Exceptional

communications skills. Able to quickly grasp and adapt to new concepts,

technologies and environments.

Partial list of task, responsibilities, knowledge and other items of

proficiency.

Staff Payroll Personal Development Plans SAN

Solutions

IT Budgeting IT Storage TCP\IP

Help Desk Management Vendor Selection Fast

Ethernet

Network Support and Mgm. Contract Negotiation IT

Disaster Recover

Systems Support and Mgm. ITIM Standards IT

Policies & Procedures

Employee Evaluations Project Management Team

Building - Leader

IT Strategic Planning Training Active

Directory

IT Security Communication Skills LANS\WANS

IT Disaster Recovery Customer Service Various

Applications

IT Liason Network Diagnostic Tools

PRI\Frame Relay\T1

Web\Internet Services ASP\Remote Acess

VPN\Solutions\Juniper

Experiences

ITS MANAGER (Infrastructure), Onslow Memorial Hospital, Jacksonville, North

Carolina 07/09 -07/10

Reporting to the Chief Information Officer Planned, organized and managed

staff, systems and operations to ensure the stable operation of the

hospital's computing infrastructure. This included developing, maintaining,

supporting and optimizing key functional areas, such as network

infrastructure, server infrastructure, data communications systems,

telecommunication systems and end-user computing devices. Also directed end

user support (Help Desk) to resolve hardware and software problems in a

time an accurate fashion.

IT\Telecommunications Manager, Onslow Memorial Hospital, Jacksonville,

North Carolina, 7/98 -07/09

Reporting to the VP of Finance, responsible for all computer and telephony

systems for this $30 million healthcare facility at the main hospital as

well as at 5 remote locations. Managed the Information Systems and

Telecommunications Departments, assisted and provided strategic direction

and support for the hospital IT and Telecom Systems. Provided cost

effective hardware and software solutions in response to end-user needs.

Assumed overall financial accountability for the IT department including

developing and managing an annual IT budget of $1.2 million.

Oversaw an IT staff of 12 and Telecommunications Staff of 12, consisting of

a Help Desk Supervisor, 3 Help Desk Analyst, Systems Administrator, a

Network Administrator, 3 PC Technicians, 3 Programming Analyst. 1

Telecommunications Coordinator, 1 Switchboard Supervisor and 8 full time

Switchboard Staff and 4 PRN positions supporting over 1200 employees across

6 locations within the county.

Successfully implemented multiple IT projects ranging from $40K to $100K,

provide the technology knowledge and vision to support the company's

business objectives, and evaluate and recommend all software for business

processes.

Network Engineer, Onslow Memorial Hospital, Jacksonville, North Carolina,

07/92 - 07/98

. Installed all new hardware, systems, and software for networks.

. Installed, configured, maintained network services, equipment and

devices.

. Supported administration of Windows Servers.

. Managed all system back-up and restore protocols.

. Planed and supported network and computing infrastructure.

. Performed troubleshooting analysis of servers, workstations and

associated systems.

. Documented network problems and resolution for future reference.

. Monitored system performance and implemented performance tuning.

. Managed user accounts, permissions, email, anti-virus, anti-spam.

. Had thorough knowledge of networking essentials.

. Oversaw software and network security.

. Strong analytical abilities and professional office experience.

. Networking: Switches, Routers, Hubs, Servers, Cables, Racks,

Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, EIGRP, BGP,

OSPF, NHRP, ATM, PPP, MPLS.

Reason for Leaving: Onslow Memorial Hospital contracted out the

Management of the IT\Telecom Departments to InfoPartners

out of Nashville, TN. In 2009, which at a premium supplied

them with corporate support as well as an onsite contracted

CIO.

Experiences Continued:

Electronics Technician Supervisor (Voice and Data)

Weyerhaeuser Corporation (Formerly Jacksonville, NC)

07/76 - 07/92

. Supported Production Hardware Systems as well as company phone system.

. Performed Rolm Phone System Maintenance.

. Supervised staff of three that supported systems in 3 Eastern NC

locations.

. Board level replacement and repair.

. Support of Help Desk.

. Upgraded Telecom system from Rolm to Siemens, successful conversion.

. Knowledge of PLC programming, industrial process controls and computer

software maintenance

and repair.

Reason for Leaving: Weyerhaeuser closed Jacksonville Plant Operations.

UNITED STATE NAVAL RESERVES 07/86 - 11/97

Designed, installed and maintained telecommunications and computer networks

in Charleston South Carolina and Norfolk Virginia. Set up base wide phone

networks. Served as a technical liaison between the Navy and Civilian

personnel. Worked with support technicians from top-level companies such

as; Cisco, Enterasys (Cabletron) Siemens, Nortel and others. Directed and

supported the Base Help Desk for IT and Telecommunications.

. Maintain TV systems

. Install telephones and other communications circuits, boxes,

switchboards and bell-buzzer systems

. Prepare and interpret blueprints, wiring diagrams and sketches

. Maintain and repair navigation equipment and plotters

. Work as a computer systems analyst, systems or software programmer, or

computer network technician

Education: Associates in Applied Science Degree in Business Computer

Science.

Coastal Carolina College - Jacksonville, North Carolina 28540

Associates in Applied Science Degree in Microcomputer

Systems Technology

Coastal Carolina College - Jacksonville, North Carolina

28540

Contact this candidate