Customer Service Human Resources

Nathan A. Spells

407-***-**** . *******@*******.*** . 10582 Jane Eyre Drive . Orlando, FL

32825

Operations Professional with IT Systems Administration & Training

Experience.

Innovative thinker adept at leveraging technology to improve operations and

productivity.

. Streamlined client services and customer support operations,

established corporate CRM solutions

. Improved efficiency 25%; evaluated and installed leading-edge software

to replace labor-intensive functions.

. Reduced costs 90% and slashed report processing time from 3 hours to 3

minutes by designing new application.

. Saved $125K+ in labor costs through implementation of new operating

and maintenance procedures.

Efficiency-driven

. Slashed support calls 90% through design/implementation of stable

LAN/WAN and PC environment.

. Implemented helpdesk customer service support system consisting of 80

analysts servicing over 100,000 employees.

. Designed fault-tolerant Web system to eliminate downtime; protected

crucial lead-generating data.

. Led system migrations for 2500+ users with no unscheduled downtime.

Hands-on leader - skilled in balancing user requirements, corporate

objectives, and technology capabilities.

. Established corporate Web presence; implemented 10 domains, online

trading system, including streaming media.

. Evaluated, selected, and implemented secure Virtual private networking

system for corporate headquarters.

. Spearheaded online stock trading system.

Pacesetter - who utilizes continuous improvement methodologies to ensure

that infrastructure and services will support growth.

. Wrote custom applications to resolve numerous administrative

bottlenecks when off-the-shelf tools were unavailable.

. Implemented corporate communications system including MS Exchange and

secure dial-in/Internet access.

. Developed corporate IT/Help Desk support strategy for Fortune 500

Company.

PROFESSIONAL EXPERIENCE

Customer Service Representative April 2010 - Present

Orlando Utilities Commission

. Opens/closes new accounts for OUC customers

. Setup utilities connection/disconnection orders using Enterprise

Resource Management Software system

. Counsels customers on energy saving methods

. Provide customers with comprehensive billing and utilities usage

analysis

Independent Computer Consultant May 2009 - April 2010

Self-Employed

. Provides PC repair, installation, configuration, and networking

. Installs, configures, and maintains windows local area networks as

required on Ad hoc basis

. Provides printer, plotter, scanner support as required

Debt Remedy of America, Inc - June 2008 - May 2009

Operations Director

. Directed daily operations of the company

. Hired staff and conducted corporate training for all personnel

. Prepared and managed company budgets, information technology, human

resources, client services operations, and facilities.

. Created corporate operations manual covering all aspects of company

operations

Empire Financial Holding Company Longwood, FL,

(Multiple Positions of Increasing responsibility) May 2002 -June 2008

Compliance Officer (Department Director)

. Assistant AML Officer performed the following

o Monitored account activity to include the following:

o Review High Risk Accounts, Watch List Accounts, Wire Transfer

Activity (International/Domestic), Employee Accounts, CIP

Monitoring/Failures, OFAC/FinCEN Monitoring and other Reports as

required to ensure compliance with the BSA/AML/CIP/OFAC

programs.

o Prepared and submitted Suspicious Activity Reports and

maintained files on such reports

o Reviewed account transactions to ensure compliance with firm's

Customer Identification Program.

o Perform FinCEN 314(a) monitoring/searches.

o Maintain files pertaining to fraud and the BSA/AML program.

o Performed Internal and External Communications with

Auditors/Regulators/Agencies.

o Trained staff on BSA/AML policies

. Managed daily operations of corporate compliance department.

Supervised in-house and field supervisors, ensuring all daily

compliance issues were resolved

. Managed the monitoring of 250+ registered representatives, ensuring

compliance with current market and industry regulations, in-house

procedures, and daily work-flow processes.

. Modified and delivered streamlined "Written Supervisory Procedures"

and "AML" policies, for Empire Financial Group (Broker/Dealer) and

Empire Investment Advisors (Investment Advisory Subsidiary) thereby

enhancing representative, operation department, and compliance

department efficiencies.

Director of Business Development & Information Technology Aug 2005-June

2006

. Manage all new business development and Information Technology Assets

. Develop and execute business and integration plans for remote branch

offices

. Manage all technology staff and resources for home office and five

remote offices

Director of Corporate Operations and Human Resources Aug 2003-Aug 2005

. Manage all corporate operations, including client services,

information technology, facilities and human resources

. Implement efficiency producing and cost cutting procedures for all

aspects of corporate operations

. Developed and implemented corporate training program for Client

Services, Human Resources and Information Technology

. Developed and implemented customer care programs, marketing, and

business promotion plans, increasing corporate profitability

. Develop and deliver end-user training programs.

Director of Information Technology May 2002- Aug 2003

. Manage information technology, application development and computer

network infrastructure services

. Manage all IT functions, real-time network of 100+ on- and off-site

users, and $500K+ in capital equipment.

. Responsible for monitoring major database upgrade project and external

vendor activities.

. Designed/implemented WAN for multi-state network utilizing dedicated

lines and router-to-router VPN tunnels.

. Trained technical staff in all areas of networking and

computer/software support.

. Managed Disaster Recovery implementation and day-to-day systems

operations for onsite and offsite facilities

. Managed Security systems infrastructure, including Firewalls, network

security monitoring and incident response processes

. Managed all data/networking connection, including digital telephony

systems installation and configuration

. Restructured existing IT infrastructure to conform with industry

standards

. Provide support to 250+ remote users in time-critical environment.

. Develop and deliver end-user training programs.

Siemens Corporation, Power Generation Division, Orlando, FL 2001-2002

Windows 2000 Migration Specialist

. Led major aspect of Windows 2000 Print Migrations for over 2000 users.

. Responsible for the migration of all U.S enterprise-wide print

services from Windows NT 4.0 to Windows 2000.

. Performed driver, application, and workstation operating system

compatibility testing for over 200 models of printers from various

manufacturers.

. Performed testing and analysis of driver installation, functionality

and automated deployment for all U.S. Sites, coordinating

implementation of Windows 2000 print services in a mixed OS

environment.

. Authored procedures for migration, installation, deployment of Windows

2000 print services.

. Trained technicians/administrators on proper print services

implementation and management

Lockheed Martin, Enterprise Information Systems 1997-2001

Staff Computer Systems Analyst

. Develop, manage and implement all facets of the Windows 2000 migration

for over 2500 users.

. Manage a Multiple Domain Model NT Environment for Site Operations

servicing 100,000+ employees internationally.

. Install and maintain Servers - Novell (31) Microsoft NT Servers (25)

WINS, Domain Controllers, WEB Servers (IIS 4.0 + 5.0), Application

Servers and others as required.

. Provide enterprise level anti-virus support involving detection,

analysis and deployment of corporate enterprise-wide solutions

. Manage daily workflow processes, server performance monitoring and

analyses, disk space management, and data storage requirements as

directed by the customer projects utilizing the Remedy Trouble Call

system for tracking and accountability.

. Responsible for disaster recovery, data restoration and archiving for

all Information Systems Center customers' data, including procedures

for Unix Backup Systems (Veritas NetBackup) on NT & NetWare Servers.

. Schedule and perform maintenance and timely outage notification to

maintain network performance and up time.

. Authored technical documentation covering all aspects of Windows 2000,

Windows NT and Novell systems management

. Develop and implement remote network monitoring capabilities for all

servers systems using HP Openview, Tivoli, Patrol, and Compaq software

suites.

. Operations Lead to migrate the ISC facility from 30 Novell Servers to

21 Microsoft NT Servers, which includes planning, testing, customer

support, hardware inventory and desktop installation.

. Provide technical training to the Help Desk after hours and weekends

to enhance their ability to provide quality support for customers.

Seagate Software, Lake Mary, FL May 1997-October1997

Technical Support Analyst

. Provide in-depth technical support to technical customers (Network

Analysts, MCNEs, CNEs, CNAs and MCSEs) on Storage Management products

all operating systems (Windows, Unix, MacOS) -

o Network disaster recovery procedures, Remote server and workstation

backups, and Advanced storage management procedures.

. Develop testing procedures for Storage Management software on NT &

Netware Networks.

. Develop technical documentation to aid network specialists with Novell

Fundamentals, Microsoft NT Diagnostic procedures, and overall network

troubleshooting.

United States Navy, Various Locations1980-1997

Electronics Technician/Management Information System Administration

. Manage ninety-five senior level computer and electronic technicians,

communication specialists, data processors, and five administrative

support personnel as a Help Desk Operations Manager and Electronics

Area Supervisor. Resulted in 25% increase in cost savings and a 30%

increase in systems reliability.

. Manage network/PC based communications operations center, with TCP/IP

& SPX Local Area Networks Operations both Microsoft NT 3.51 and Novell

3.12

. Manage and implement migration from Novell 3.12 to Novell NW 4.11 for

a 100-node network

. Sr. LAN Administrator 5 years experience; Network Management including

Microsoft NT and Novell NetWare.

. Install and manage Email systems initially cc:Mail, Microsoft Exchange

. Software Trainer - Develop, plan and conduct training for Win3.x,

Win95/Ofc95 classes to meet organization objective and training needs.

Business apps; help desk & user doc.

. Sr. Help Desk Administrator - Win3.11, Windows95, Office 95; Custom

Applications. Assist users in resolving software/hardware problems.

Manage Help Desk to improve and maintain systems. Create and maintain

detailed written specifications, procedures and methods. Perform and

manage Daily backups, and Network System Reporting.

. Advanced Electronics & Computer Systems Instruction, Curriculum

Development, Methodology Delivery.

. Advanced Electronics Troubleshooting to component level

. Communications systems (Submarine/Shore-based/Satellite-based)

Installation, Operations, Maintenance & Repair

. Navigation Systems Installation, Operations, Maintenance & Repair

. Radar Systems Installation, Operations, Maintenance & Repair

EDUCATION/CERTIFICATIONS/LANGUAGES

Bilingual - Spanish (Read/Write/Speak)

NASD Series 7 General Securities Registered Representative

NASD Series 24 General Securities Principal

U.S. Navy Advanced Electronics Training -

Communication/Radar/Satellite/Computer Information Systems

80+ College Credit hours in Computer Information System, 2003, University

of Phoenix.

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