Manager Management

Elnora Michelle Averhart

**** **** **** #****, *****, TX 75025

Home: 214-***-****

Cellular: 313-***-****

******.********@*********.***

Summary of Qualifications

Ardent team leader. Self-motivated and driven to produce results.

Accomplished in the field of Information Technology with exceptional

management skills. Knowledgeable in managing projects. Proficient in

process and operations management, including incident management and SLA

compliance. Well organized, articulate, and effective in managerial

communications. Extremely practiced at incident management, customer

service, desktop support (including system administration and PC hardware

and software support), network support (including LAN/WAN technologies,

server maintenance, network monitoring, and web maintenance), database

management, and the creation of process documentation, as well as, document

and data management.

Skills

Operating Systems & Software: Windows XP (and prior versions), Windows 200X

Server, Microsoft Active Directory, MS Project, MS Visio, MS SharePoint, MS

SQL Server 2000, SolarWinds Orion, Remedy Action Request System, ResolveIT,

AT&T Global Network Client, Norton Ghost, MS DOS, Lotus Notes Client, Lotus

Sametime, NetMeeting, Envoy Paging System, Veritas Backup Exec, ETAS-Inca,

ADAPT, SAN Backup & Storage

Protocols: TCP/IP, FTP, UDP, HTTP, Telnet

Hardware: Dell, IBM, Compaq, HP, Xerox, Cisco, SpeedStream, Netopia

Education

Master of Business Administration

Davenport University (2009)

Major: Strategic Management

Bachelor of Science

University of Phoenix (2004)

Major: Information Technology

Associate of Business Administration

Detroit College of Business (1996)

Major: Computer Information Systems

Certification

Information Technology Infrastructure Library- Service & Support (2007)

Level: v2 Foundation

Employment Summary

Global Incident Manager Apr-

2007 to Present

Challenge Training & Consulting - Contractor for IBM's General Motors

Project

. Manage the restoration efforts of high severity business service

outages

. Produce incident progression reporting and other senior management

level communications

. Support the ongoing effort to structure corporate Integrated

Infrastructure Management and Organizational Management procedures to

best align with the objectives of the corporation

. Administer continuity training

LAN Helpdesk Manager

Aug-2005 to Apr-2007

TEKsystems - Contractor for Kmart Headquarters

. Project leader; planned, organized, tracked and produced reports for

all LAN (Local Area Network) projects requirements and resources

(including union and non-union vendor scheduling and coordination, as

well as, internal field technicians and the execution of required

Ethernet parts, switches and supplies ordering)

IT Helpdesk Technician

Jun-2004 to Jun-2005

Kforce - Contractor for Learning Care Group & GM

. Sustained hardware functionality (including PC imaging, break fix

repair and conducting tape drive backups of the server)

. Sustained software functionality for proprietary software (Procare and

Safe & Sound)

. Provisioned Telecom via patch panel/line assignment and termination

. Succeeded in various rollout projects including year-end maintenance

. Created simple VB and batch scripts as required

. Software patch deployment

PC Installation/Project Lead May-

2004 to Aug-2005

Compass Consulting - Contractor for Detroit Public Schools

. Managed various waves of Dell PC, Mac mini, iMac and printer projects

rollout

. Managed POS systems project rollout

. Carried out LAN Administration tasks

. Conducted staff training on installation practices

Senior Systems Technician

Aug-2000 to Mar-2003

National Tech Team - Contractor for Ford Motor Company

. Team Lead to a team of 12 individuals providing 3rd level IT support

. Project Lead for PC renewal, as well as printer renewal projects

. Authored all team process documentation and revisions (including

diagrams)

. Acted as site software procurement manager (facilitated software

purchases and license tracking)

. Collaborated with a development team to design and implement a web-

based software ordering application

Database Coordinator

Oct-1999 to Jul-2000

Grubb & Ellis

. Maintained a proprietary web-based database

. Generated listing and market trend analysis reports

. Sustained hardware and software functionality

Technical Support Representative

Feb-1998 to Sep-1999

McKesson HBOC

. Remotely responded to end-user requests to resolve software issues for

various versions of the company's proprietary pharmacy software

(Econolink)

. Logged all customer interactions

Technical Support Assistant

Jan-1997 to Jan-1998

Borden Foods, Inc

. Responded to hardware failures suffered to plant machinery and office

equipment

. Performed data entry for payroll processing

. Designed reports and queries to generate statistical reporting on all

matter of plant operations

References available upon request

Contact this candidate