Customer Service Manager

Gary A. Jones

**** ********* ***, *** *******, LA 70131

Phone: 504-***-****

Email:abl99m@r.postjobfree.com

Qualifications

Over 15 years experience in computer support, implementation, configuration, integration, maintenance and

administration. Skilled at planning,organizing, management, presentations, communication and motivation.

Capable of working independently or as part of a team environment. Interacts successfully with all levels of

management and staff for clients such as the United States Navy, City of New Orleans and City of San

Francisco.

Skills:

Microsoft Windows 2003/8 Server, Windows Vista, Microsoft Exchange Server, VMware, Linux, XP, Microsoft

2000 Workstation, Windows NT v4.0 Server (DNS/DHCP/WINS/Proxy), Lagan Configuration Studio, ECM

Workstation and Script Flow. Numara Track-It: Customer Relation Management. EHS Healthcare System,

SharePoint, VMware, PC Anywhere (Remote Control), SMS, Microsoft Office 2007 Checkpoint Firewall,

Microsoft Exchange, Active Directory. Norton Antivirus Enterprise Edition, Symantec Ghost Imaging, Power

Quest Imaging, Partition Magic, Track-IT Trouble Desk, Remedy and Great Plains.

Experience:

Southland Idealease and Kenworth, Harahan, LA

Site Information Technology Administrator-Service Writer June 2009 - Present

- Responsible for all site Desktop and Network support. (Windows XP/Vista)

- Troubleshoot, install and repair all Installations, hardware, support software.

- Coordinate support from outside venders and other sites.

Ciber Inc. New Orleans, LA

Software Configuration Consultant October 2008 – February 2009

- Using VMware Workstation platform running Linux Red Hat, assisted in the development of the “Restaurant

Business Opening Pre-screening Electronic Form (Eform) application for City of San Francisco’s website.

Ciber Inc. New Orleans, LA

City of New Orleans Helpdesk Administrator October 2005 – October 2008

- As Computer Support Manager and Customer Service Representative, supervised 14 Call Center Desktop

Support and Field Technicians in support the City’s 6000 PC LAN/WAN.

- Coordinated Tier 1, 2, and 3 level support for all Information Technology equipment to include desktops,

laptops, printers, blackberries, Cisco VOIP phones and other related peripherals.

- Created and administered SharePoint sites for department collaboration and document sharing.

- Supervised and coordinated all equipment repairs and roll out of 4500 computers for Hurricane Katrina

recovery. This included the migration of data, and upgrade from Novell to Windows XP Operating System.

- Using Active Directory created and managed user accounts, groups and domain passwords resets.

- Managed and maintained security for the installation of all software.

- Coordinated the creation of shared group drives.

- Established Management Information System Asset tracking and inventory system.

- Established Computer backup and restoration imaging process for system recovery.

- Conducted user/technician training and performed site surveys for network and PC installations.

Netco Government Services Naval Air Station Meridian, MS

Base Network Operations Manager–NMCI May 2003 – July 2005

- Designed and implemented building of Naval Air Station Meridian WAN/LAN, and maintained 76 remote sites

in Alabama and Mississippi.

- As program manager, coordinated and supervised all work of network engineers, technicians, subcontractors

and vendors in the installation of network infrastructure which included fiber, Cat-5, Cisco switches/routers,

electrical power, cabinets and other associated equipment.

- Monitored and maintained Service Level Agreements, Budget and acted as Customer Service Rep.

United States Navy Naval Air Station Corpus Christi, TX

Information Technology Lead April 2002 – May 2003

- Supervised 8 technicians in network management and monitoring trouble desk operations.

- Provided PC and infrastructure support including software installation, hardware upgrade, database backups,

asset inventory, virus protection and helpdesk operations for 2,804 PC station network and 336 Pc Naval

Hospital network.

- Provided end user training for PC and software application.

- Acted as Quality Control and Customer Contact Representative.

United States Navy Naval Recruiting District Headquarters New Orleans, LA

Director/Systems Administrator August 1998-Sep 2001

- Managed 7 technicians in the operation of network and Helpdesk.

- Supported 45 branch offices remotely.

- Managed $100K budget efficiently and effectively.

- Designed and implemented installation of 34 wireless networks, boosting organization productivity by 40

percent and resulting in $25K under budget.

Education:

-Completed Project Management Professional Certification (PMP) training

-Lagan Software configuration

- A+ Course

- Windows/Windows Server, Network Essentials Course.

-Certified Internet Webmaster Foundation and TCP/IP courses.

-College: Presently Junior at University of Phoenix majoring in Software Engineering. Completed Park

University Java Programming course.

References are available upon request.

Contact this candidate