Customer Service Manager

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Network or System Administrator - MIS & Network Manager

Accomplished IT professional with demonstrate success implementing

strategic IT initiatives that improve network functionality with positive

impacts. Skilled manager with proven ability to lead and motivate teams to

maximize individual talents. Technology savvy self-starter, adapt quickly

to new environments using existing experience to seamlessly integrate new

technologies. Possess first rate communications and collaboration skills

to lead and work with diverse groups effectively.

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Certifications: MSCE, CompTIA A+, CompTIA Security +

Skills:

? LAN hardware/software administration, design, installation and

configuration

? MS Windows 2003/2000/NT4 Server, Exchange Server, IIS Server

administration, Active Directory, Remote Assistance

? MS Windows 7/Vista/XP/2000/NT/9X desktop/workstation operating

systems

? Backup Exec network backup software

? MS Office 2007/2003/XP/2000/97, Outlook 2007/2003/XP/2000/98

? TCP/IP Ethernet Networking, DHCP and static IP addressing,

Wireless Networking

? Symantec Antivirus Corporate Edition and McAfee VirusScan

Enterprise

? Symantec Ghost imaging software

? MSIE, FireFox, WS FTP, Email, adobe reader

? Help Desk / end-user LAN/Hardware/Software support

? System Documentation, Inventory and SOP and policy creation

? Limited RPG III, Visual Basic, Visio

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HIGHLIGHTS OF QUALIFICATIONS

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. 30 years of experience in customer service

. Over 20 years of experience working in a Network/help desk and call

center environment

. Known for approachability, diplomacy and calm demeanor

. Demonstrated ability to quickly diffuse heated customer situations

. Provided a leadership role in a team environment

. Supported other team members and facilitated in creating a stress

reduced atmosphere

. Trained others in the use of applications and in technical support

methods

. Excellent troubleshooting and logical problem solving skills

. High level of written and oral communication skills

. Creative ability to solve unusual or difficult problems when logical

methods have failed

. Demonstrated ability to meet deadlines, and set priorities

EMPLOYMENT:

TECHTEAM GOVERNMENT SOLUTIONS 1998-Present

Secure Internet Protocol Router Network (SIPRNet) C2 System Administrator

Designed and built a Network of classified Servers, Workstations

right after 9/11. Worked 4 days straight to get the system built and

operational. Was the first unit operating and instructed headquarters

and other units how to configure their networks to enabling them to

come online.

Using Active Directory was able to decrease account build time

from 5 days to 17 minutes.

Constantly modernizing the network and have increased bandwidth

400% by upgrading circuit and routers. Provide 24/7/365 support and

have never had a system loss longer than 2 hours.

Establishing constantly updated backups and restoration images

was able to deliver new computers and laptops to users within 4 hours

after delivery down from 12 days

Actively monitor user accounts for suspicious entries, old or

unused accounts, users no longer with the organization and inactivity

ensuring the security of the network is never jeopardy.

Always looking at and evaluating new and evolving technology,

recommending and purchasing those products that will increase

productivity at lower cost of ownership

Controlled the inventory of all assigned computer assets

throughout the organization. Equipment in 12 building, 54 offices,

187 users and never once losing or unaware of where the any asset was

located up from 39 lost or missing computers and laptops.

Upgraded, Administered and maintained Microsoft Exchange Server

2003 providing the users with 3 times the storage capacity and

increased send and receive times by 600 %

Instituted system storage and tape backups and implemented

disaster recovery plan by insuring the that one set of backups was off

site and the maximum loss was less than 1 day

Consolidated all the different Help Desk / End-user functions

to a one stop problem solution, users now have one place to report

problems and receive help for all their network issues this has reduced

user down time 34%

Created the Standard Operating Procedures, and user policy

standards for the all network functions providing the rights of users

and still maintaining the highest integrity of the network

Aggressively implemented network security policy, and constantly

addressed server security issues guaranteeing that the network was as

secure and humanly possible. Security incidents went down from an

average of 5 daily to 5 yearly

Volunteer 2 hours every Wednesday night teaching one on one computing

at the Mays Landing Library answering new user questions and patiently

showing the user the wonder of computers

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UNITED STATES AIR FORCE 1976-

1998

Base Network Control Center Supervisor

Maintained the availability of company computer resources

including servers, workstations, laptops, printers and multimedia

equipment

Administered multi-server Windows NT LAN, 100+ workstations and

100+ end-users

Recommended, evaluated and purchased IT assets

Purchased software licensing and tracked licensing compliance

Designed and implemented multi-node network expansion

Implemented Internet proxy/firewall and monitoring solution

Administered and maintained Microsoft Exchange Server and user

accounts

Maintained system tape backups and implemented disaster recovery

plan

Maintained all servers, PCs, workstations and printers

Designed/Established Networks in all types of environments. The

freezing cold of North Dakota to blistering heat of Saudi Arabia, and

the Outback of Australia

Education:

? Community College of the Air Force

Management Information Systems

June 1993 - Associate of Applied Science Information Systems

August 1991 - Associate of Science Business Systems

Administration

Security Clearance:

Top Secret Clearance granted August 2008

References:

. John Sullivan ****.********.*@***.**.***

177 FW Chief Computer Operation 609-***-****

. Thomas Dahl ******.****@***.**.***

177 Fighter Wing Communications Commander 609-***-****

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