Engineer Customer Service

Career Highlights

High-Profile Project Management ( Leadership and Supervision ( First-Class

Customer Service

Performance Management ( Team Management ( Subject Matter Expert

Business Management Operations ( Territory and Account Management (

Information Systems Cost Containment ( Revenue Generation

Results-driven enthusiastic IT professional with 16 years of progressive

experience in both technical and business-related positions within

commercial and government sectors. Background includes working on various

multifaceted functions, such as Systems Analyst, Systems Admin, Technical

Trainer, Security Validator, Level 3 Network Engineer, Global Support

Technician, IT Project Analyst, Content Developer, WBT Multimedia

Developer, and Director of Business Development, with proven track record

of exceeding company's metrics. Swift multi-tasker with exemplary work

ethics and outstanding oral and written communication skills. Established

ability to deliver substantial revenue, productivity, and quality

improvements through well-managed, on time projects. Effectively combines

customer-service orientation with "big-picture" vision and sensitivity to

the bottom-line in order to deliver high-quality, cost-efficient projects.

Career History

Anfield, Inc. ( Raleigh, NC

Director of Business Development Sep 2008-Feb 2010

Orchestrated Business Development, strategically coordinating prospecting

activities to capture new clients within commercial and government business

and expand customer base; extended company's first and only CRM to create

business contacts for upcoming business transactions. Instituted marketing

and research functions to locate key stakeholders, both in commercial and

government fields for the company's training development services. Served

as subject matter expert (SME) primarily responsible for all web-based

training-related issues; delivered high-end corporate presentations to

prospected clients as well as carried out conference calls with key

stakeholders in order to communicate company's capabilities, services, and

product lines.

< Built and cultivated strong business network through attending

government functions and trade shows.

< Created custom branding graphics and layout for marketing material, and

designed corporate sales demonstrations.

< Sharpened knowledge on government solicitations and meticulously

composed pertinent proposals to ensure successful negotiation of

contract bids with the government.

NetApp ( Research Triangle Park, NC

Web-Based Training Multimedia Developer/Technical Content Jul 2007-Sep 2008

Developer

Performed Sole Multimedia Developer function for a Fortune 500 company,

providing expertise in storage area network online training solutions.

Worked with faculty and technical support staff to conceptualize

appropriate solutions based on project goals and requirements. Planned

technical projects and products for multimedia platforms; implemented

principles of graphic design to create appropriate and visually appealing

interfaces; performed quality assurance on all products; and stayed abreast

with software and hardware advances and trends in multimedia development.

Held responsible for interpreting requirements, designing layouts,

researching information, managing product development, and leading story

creation; communicated with the management in response to any inquires

regarding the project. Supported an internal team of 12 instructional

designers by creating custom-made vector and JPEG graphics as well as

software simulations in production of e-learning content development.

< Skillfully established technical content for e-learning courseware

specializing in storage area network.

< Utilized the Lectora Enterprise Edition in constructing and configuring

e-learning courseware, which was published in the company's LMS to

support full life cycle.

Lenovo Training Solutions ( Morrisville, NC

technical courseware Developer and ThinkVantage Aug 2006-May 2007

Instructor/Technical Writer

Created podcasts on new hardware technology releases posted via Internet;

researched new technologies for data on pre-announced and announced

hardware. Acted as quality control for all recent technical fact sheets to

guarantee minimum company costs for product modifications with clients.

Managed updates of technical data sheets distributed to the customer upon

delivery of products.

< Developed technical courseware on ThinkVantage Technologies for DVD

releases.

< Facilitated classroom and virtual classes for global-reaching business

associates and Lenovo staff.

ACS Enterprise Solutions, Inc. ( Raleigh, NC

Project Engineer/Network Engineer Jun 2003-May 2006

Acted as Database Administrator for Provance; accountable for asset

management, application accountability, user account supervision, and user-

based security. Conducted offsite client visits to carry out technical site

surveys, and setup demonstration equipment prior to scheduled deployments

of PCs and network printers. Formulated project plans and various weekly

testimonies for submission to clients. Counseled key stakeholders and

technical staff on Remedy ticket system by producing weekly status reports.

Managed LANDesk remote utility database; deployed application upgrades; and

remotely administered and troubleshot end-users' computers. Built queries

in LANDesk to export and evaluate data in order to generate reports for the

client. Compiled and tested LANDesk deployment software upgrade packages

prior to rollout into the production environment consisting of 6,000 end-

users' machines. Performed compatibility testing of commercial off-the-

shelf software to ensure alignment with custom application packages prior

to mass deployments. Coordinated antivirus security updates of 6000 end-

users; installed the most recent version of Symantec Antivirus into PCs of

6,000 clients and 10 servers. Oversaw pre and post-deployment of Operating

System upgrades to 135 workstations at Everetts, North Carolina Child

Support Call Center to ensure minimum downtime. Monitored and resolved

technical issues reported in the Remedy Ticketing System as part of the

Level 3 Engineer Research Team.

< Established a Disaster Recovery plan for an interior team to ensure

minimum connectivity downtime of 6,000 clients statewide during

occurrence of downtime due to man-made or natural disaster

< Appointed as Account Manager for all technical matters for Everetts,

North Carolina Child Support Call Center.

< Proactively performed liaison duties between Provance, Alphanumeric

Systems, and ACS staff as well as Department of Health and Human

Services personnel.

< Spearheaded the implementation of the database architecture required to

support an asset management tracking system managing 6,000 machines.

< Assigned as the lead subject matter expert liable for examining best

practices for Provance, including executing location visits to NASA

project, which is situated in Seabrook, Maryland.

Voith Fabrics ( Raleigh, NC

Global Support Center Specialist Jun 2002-Jun 2003

Served as the main point of contact on any technical issues associated with

PC hardware, software, or connectivity (VPN, LAN or Dialup) encountered by

plant workforce or sales team members in the field for a German

manufacturing company. Managed duplication, installation, arrangement, and

utilization of a ticket database by setting up new Lotus Notes IDs. Created

certificate authority and handled software; furnished technical support for

Intel NetStructure. Configured and launched nightly tape backups using

Veritas Software; assembled new accounts and monitored mail queues in

Microsoft Exchange Admin. Provided technical support to remotely administer

the end-users on utilization of VNC and PCAnywhere. Prepared laptops

(Toshiba Techra and IBM ThinkPad) to be shipped to customers by installing

OS and suitable company software, and applying required configuration

settings.

< Effectively administered 13 terminal servers of Citrix ICA Client and

Metaframe.

< Delegated daily tasks and responsibilities to appropriate staff,

including checking of batch file transactions, deployment of packages to

terminal servers, and monitoring of scheduler in JD Edwards One World.

< Examined global connectivity of 25 plants linked through What's Up Gold

to the headquarters data center in Raleigh, North Carolina.

United States Air Force ( Stateside: ID, SC, AK, NC Overseas: Korea, Turkey

Systems Analyst / System Administrator / Technical Trainer / Dec 1991-Dec

Security Validator / Microcomputer Technician 2001

Oversaw an IT department consisting of 10 subordinates and assumed

responsibility for coordinating, scheduling, and facilitating Office '97

classes to an organization of 250 people. Facilitated weekly microcomputer

and mainframe teaching sessions for interior staff. Implemented, monitored,

and conducted classes on system and workstation security policies. Revised

training records of office human resources for quarterly edits. Documented

configurations and operating principles and practices. Served as liaison

for Base Supply with the Communications Squadron for all connectivity

matters, as well as troubleshot lost LAN and WAN connections. Set up and

monitored day-by-day backups using Backup Exec; processed supply reports

and in-line transactions; and developed recovery reports requested by users

on a Unisys mainframe. Acted as the association's security monitor, and

performed quarterly security validations on user's passwords.

< Installed, configured, maintained, and advanced computer workstations,

servers, peripherals, and network hardware and software within a seven-

year span.

< Created Ghost Images for group deployment of new PCs to guarantee

compliance with USAF requirements.

< Accountable for over $600 thousand microcomputer affirms for base

workforce as well as deployed units.

< Designed and managed master records of computer software for an

organization of 250 people.

< Maintained files and user accounts on Windows NT 4.0 servers connected

to the base LAN for three years.

< Held a Secret Security Clearance for 10 years while enlisted in the

USAF.

Education

BS in Information Technology Capella University ( Minneapolis, MN ( 2008

Associate's Degree in Information Systems Community College of the Air

Force ( San Antonio, TX ( 2000

Microsoft Certified Systems Engineer (MCSE) Global Network Training (

Fayetteville, NC ( 2000

Airman Leadership/Supervisor Preparatory School United States Air Force (

Charleston, SC ( 1997

Mainframe Systems Analyst (graduated top of the class) United States Air

Force Technical Training School ( San Antonio, TX ( 1996

Professional Affiliations

American Society for Training and Development (ASTD)

Technical Skills Summary

Design and Development: Adobe Flash CS3, Adobe Fireworks CS3, Adobe Captivate

2.0, Macromedia Dreamweaver MX, Lectora Enterprise

Edition, PowerPoint 2007, Adobe In Design

Databases: Provance ver. 3.4, LANDesk, Remedy Ticketing System,

Password Courier, Lotus Notes, JDEdwards Oneworld,

Symantec Antivirus 8.1 and 9.0, SQL Enterprise Manager,

Sage ACT! CRM

Administration: Provance Admin, Exchange Server Admin, Eudora WorldMail

Admin, Symantec Antivirus Server Admin, Veritas Backup

Exec Admin, Novell Admin

Integration: Provance and Remedy

Email: Exchange, Eudora WorldMail, Lotus Notes, Netscape Mail

Emulation: Unisys 1100, Citrix ICA Client and Metaframe Management

Operating Systems: Microsoft 7.0, Microsoft Vista, Windows XP, 2000/NT

(Workstation and Server), ME/98/95

Imaging: Norton Ghost

Remote Access: LANDesk Management Suite, VNC, PCAnywhere

Backup/Restore: Veritas/Symantec Backup Exec

Utility/Voice, Web ThinkVantage Technologies, Interwise

Conferencing

Hardware In-depth knowledge of PC hardware maintenance, upgrades,

and repairs as well as operating systems installations

Wide range experience in administering, configuring, and

backing up pertinent data in the server to ensure minimal

downtime

Contact this candidate