Manager Customer Service

Steven W. Allen

***** *. *** ** #**** - PHOENIX, AZ 85022

602-***-**** *****.*****@*******.***

Strong Background in Timberline and Citrix Environments. Experienced with

Ground up installations of Timberline, Quarterly Tax Updates, Data Base

backup/restore, File Doctor, Maintaining Timberline in a 200+ user

environment utilizing Citrix XenApp 5.0/Presentation Server 4.5

Strong Background in Network/Help Desk Support. Skilled in evaluating,

recommending, designing and deploying high-availability infrastructure,

backup/recovery, remote access, desktop support, Server maintenance, PC

Imaging, and day to day IT Operations for companies within

construction/medical industries within the Phoenix Metro area.

Natural communicator, trainer with strong customer service skills. Strength

in partnering business, leadership and teams to define needs and issues,

evaluate risks, and guide the appropriate and on-time rollout of projects

and programs with strong ROI. Excellent End user communications.

Core Competencies

CITRIX PRESENTATION Timberline Accounting LAN/WAN Management

SERVER 4/4.5 VoIP (Covad) Cisco/SonicWALL Configuration

Citrix XenAPP 5.0 Microsoft Server

Citrix 2003/2008 Team Development & Leadership

Migrations/Management Tier 3 Data Center

Service Level Agreements Management Customer & User Relations

(SLAs)

Professional Experience

HIGH TECH COMPUTER SOLUTIONS FEB 2010-CURRENT

FOUNDER / SENIOR TECHNOLOGY CONSULTANT

Established, built and managed a professional services organization to

provide network design / support, and help desk to individuals and

businesses Arizona.

Manage, optimize, expand and ensure optimal uptime of LAN environments for

clients. Research and evaluate new technologies; design and implement

networking, backup/recovery, security anti-virus solutions; and provide

optimal support to end-users on all hardware, software and networking

issues. Administer and monitor all aspects of IT operations for clients,

including technology purchases, contract negotiations, vendor relations,

project planning and management, and service design and delivery.

WINNING TECHNOLOGIES 2008 - Feb 2010

Built an impressive record of achievements managing, enhancing and

optimizing IT environments for clients within the healthcare, construction,

food and legal industries for this provider of outsourced help desk, server

management, online backup, web design, project management, VoIP, auditing

and IT budget planning services.

Winning technologies - Technical Manager (2008-2010)

Directing the design and delivery of IT services to more than 3,000 users

globally, covering Tier 3 Data Center, network infrastructure, messaging,

remote connectivity, backup/recovery, security, telecommunications,

business systems and technical support. Managed hardware, software and

systems across highly secure environments with a heavy focus on Timberline

Accounting in Construction Environments, Researched, evaluated, procured

and facilitated the deployment of new hardware and software. Recruited,

trained and managed efforts of 18, comprised of Branch Manager and Level I

/ II / III Technicians.

Strategic Planning & Leadership

< Facilitated the integration of 10 new clients into outsourced service

delivery model. Led teams in conducting a complete assessment of existing

environments; and recommending and implementing security and Disaster

Recovery solutions to mitigate risks and improve recovery of critical

services, systems and platforms.

< Mentored teams in achieving and maintaining Cisco, Citrix, Covad and

Microsoft certifications.

< Designed technical Scope of Work for large-scale network infrastructure

proposals, including hardware and software requirements, cost estimates

and delivery timeframes.

< Pivotal role in turning around all troubled and delayed projects to

ensure adherence to project scope and deliverables.

Solutions Design & Delivery

< Drove the virtualization of servers within Tier 3 data center supporting

20 outsourced client environments, replacing unsupportable hardware while

delivering monthly savings. Led the deployment of 2 IBM Blade servers

running Hyper-V and VMware, replacing 26 physical servers.

< Managed the transition of entire City of Wentzville's network from

physical to a virtual server environment leveraging Hyper-V hosted on

Intel Modular servers, ensuring optimal uptime and recovery of services

supporting City Hall, Public Works, Parks & Recreation, Police and

Wildlife Departments.

< Spearheaded the migration of 15 Citrix Presentation servers to new

virtual Citrix XenApp 5.0, enabling 600+ users to access applications

from any devices.

Winning technologies - Phoenix Branch Manager / Technician (2007-2008)

Recruited into newly established role to provide optimal support to

outsourced IT environments for 10 clients throughout Arizona, California

and New Mexico. Challenged to turnaround failing relationships with

clients; negotiated renewal contracts; expanded team; and ensured the

appropriate upgrade and optimization of Windows / Citrix environments

delivering services to more than 2,000 users. Partnered with client's

leadership teams and users to identify needs and resolve critical issues.

Led, trained and mentored team of 3 in administering, monitoring and

resolving hardware, software and networking issues on-site at client

premises and within corporate Tier 3 Data Center.

Solutions Design & Delivery

< Led the deployment of Terminal Services across Windows 2003 / 2008

environments for a steel structure company, enabling company to expand

business by allowing 40% of remote workforce to access key systems and

services.

< Oversaw the upgrade and expansion of Citrix environment for civil and

general building company, allowing 80% of users to access applications

and software.

ARIZONA MEDICAL CLINIC 2004-2007

INFORMATION SYSTEMS TECHNICIAN

Originally brought in as an IS Technician and promoted to Help Desk Lead to

oversee team of 2 in providing Level II support to 600 users across desktop

and thin-client Citrix Presentation Server computing environments.

Scope of responsibilities spanned installing new hardware and software;

managing profiles within Windows 2003 / Citrix MetaFrame environment;

setting up standard desktop images; analyzing and resolving issues;

negotiating contracts with vendors; monitoring technical inventory;

training and mentoring team; and ensuring policies and environments met

HIPPA regulations.

Leadership & Solutions Design

< Chosen to lead the build out of new 65-room medical facility and

expansion of Data Center to support new environment. Managed third-party

vendor in deploying Windows and Citrix based infrastructure, and rolling

out an MPLS network to ensure connectivity with corporate office.

HIGH TECH COMPUTER SOLUTIONS 2002-2004

FOUNDER / SENIOR TECHNOLOGY CONSULTANT

Established, built and managed a professional services organization to

provide network design / support, help desk and web design expertise to

individuals and businesses throughout Oregon, Washington and Arizona.

Managed, optimized, expanded and ensured optimal uptime of LAN environments

for clients. Researched and evaluated new technologies; designed and

implemented networking, backup/recovery, security anti-virus solutions; and

provided optimal support to end-users on all hardware, software and

networking issues. Administered and monitored all aspects of IT operations

for clients, including technology purchases, contract negotiations, vendor

relations, project planning and management, and service design and

delivery. Managed efforts of 2 subcontractors.

Leadership & Solutions Design

< Built and managed infrastructures for title companies, including servers,

desktops and applications.

< Designed, launched and supported a website for automotive engine company

to increase awareness of products.

GUNDERSON, INC. 1992-2002

LEAD MAN / PRODUCTION SUPERVISOR

Trained, mentored and managed overall performance of teams to ensure the

quality and on-time production of equipment. Monitored production

processes; oversaw the resolution of all equipment and process issues; and

monitored operations to ensure adherence to safety and quality practices.

Communicated issues to upper management.

Leadership & solutions Design

< Led team of 34 in consistently achieving established quality, production

and delivery goals.

Education & Credentials

ASSOCIATES OF APPLIED SCIENCE IN COMPUTER TECHNOLOGY

HEALD COLLEGE (2003) GPA = 3.95/Perfect Attendance/Deans List

Certifications & Training

CompTIA A+ Certified Professional

Covad VoIP Configuration Certified Professional

HIPPA & MS Project Fundamental Training

Technology Proficiency & Leadership

MS Windows (XP, Vista, 2000, 2003 & 2008 Professional & Servers), VMWare,

Windows Hyper-V

Citrix Presentation Server 4.0/4.5, Citrix XenAPP 5.0, MS Exchange 2003 &

2007)

Veritas Backup Exec, XpressSTOR Online Backup, GE Centricity Practice

Management

TCMS, MS Great Plains, PACS, MS Virtual Server (SCVMM), Sage Timberline

Desktops, Laptops, Rack Mount Servers, Intel Modular Servers, NeoWare Thin

Appliances

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