Manager Training

Wayne Collins

*** ******** ******, *********, ********, 21212

Cell phone: 443-***-****, ********.***@*****.***

SUMMARY

IT Professional/Manager with over 12 years of broad business experience

including desktop and application support, training, telephony, e-mail and

security. Skilled in implementing technology to support large user groups

both at corporate headquarters as well as multiple remote locations, and

effectively managing IT budgets. 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.

KEY TECHNICAL SKILLS

Microsoft Office Suite 2007, Red Gate SQL Back up Pro Spiceworks

2000

Microsoft Windows XP/7 SQL 2000, 2005 Survey Monkey

Microsoft SharePoint Citrix Goto meeting/Goto Numara Track-It

Webinar

Microsoft Exchange Server Blackbaud Financial Edge Dreamweaver

2000, 2007

Active Directory Citrix Meta Frame Websense

CAREER AND ACHIEVEMENTS TO DATE

The United Way of Central Maryland, Baltimore, Maryland

2004 - 2010

IT Manager

2007 - 2010

Responsible for developing the IT systems and support functions of

the company.

. Saved the company $60K consultation costs by planning, developing and

implementing software

solutions including Microsoft SharePoint.

. Raised the level of Security awareness within the organization over

90% by improved communication and the training of staff.

. Reduced purchasing costs 15% by implementing a new computer

replacement policy.

IT Operations/Helpdesk Supervisor

2005 - 2007

Responsible for assisting with the company IT systems and ensuring

support functions were maintained.

. Increased the operating efficiency of the IT team over 30% by

implementing new policies and procedures.

. Reduced uncontrolled system down-time by 50% by implementation of

network administration policies and Procedures.

. Participated in the coaches group training sessions and assumed the

role of team mentor.

Helpdesk Administrator

2004 - 2005

Responsible for the timely and effective resolution of requests

submitted to the help desk.

. Managed the help desk support operations, serving as a central contact

for all help desk requests.

. Implemented both process and procedural changes that improved the

performance of technicians resulting in decreased customer wait time

of 70%.

USADWEB LLC, 1498 Reisterstown Road, Suite 330, Baltimore, Maryland

Production Manager 2002 - 2004

Responsible for the acquisition and processing of, newspaper tear

sheets for delivery to the agency's clients.

. Developed the production environment and ensured that all production

targets and deadlines were maintained.

. Reduced production time by 60% by setting an up automated system for

monitoring the distribution of

tear sheets to clients.

PREVIOUS POSITIONS

Lloyds/TSB Phone Bank, Newport, Wales, UK

1994 - 2001

Systems Administrator Central Support Team

2000 - 2001

Responsible for the monitoring and reporting of various system-wide

problems reported with bank software.

Business Systems Administrator

1995 - 2000

Responsible for attending to desktop issues reported via the company

helpdesk system.

Tele-Banking Supervisor

1994 - 1995

Responsible for the supervision of a small team of phone-bank advisors

and ensuring quality targets were met.

PROFESSIONAL TRAINING

Transitional Leadership, Problem Solving & Decision Making, Interpersonal

Skills, Performance Appraisal, Time Management, Making Effective

Presentations, Team Briefing, Standard Costing, Effective Leadership

CERTIFICATIONS

Various Brainbench Certifications including : Business Writing, Business

Math, Presentation Skills, MS Word 2007,MS Excel 2007,MS Outlook 2003

Fundamentals, Internet Security, Microsoft Security, Network Security,

Disaster Recovery and Planning, Information Technology Security

Fundamentals, Technical Writing, Web Services Concepts, E-Commerce

Concepts, Operations Concepts.

MANAGEMENT SKILLS

Leadership : Led a team of technical professionals both internal and

contract staff.

Time Management : Managed multiple complex and time sensitive projects.

Training and Coaching : Conducted regular training and coaching sessions with

staff at all levels.

Planning : Planned the implementation of new software applications.

Organizational : Arranged the resources necessary to complete projects on

time.

Financial Control : Managed the purchase of all computer hardware, software

and licensing.

Analysis : Monitored and reported on key indicators from numerous

data sources.

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