Jeffery Rogers, MBA, MCTS **** Fayetteville Road - Raleigh,
NC27603
abmq4j@r.postjobfree.com
Career Objective
Seeking leadership opportunities as an IS/IT professional supporting SoHo
through mid-level enterprise Microsoft environments via break / fix
support, Windows 7 migration and implementation, and asset management.
Education & Certifications
. Master of Business Administration in Human Resources Management- Colorado
Technical University (Colorado Springs, CO), 2006; Areas of
Concentration: Strategic HR, Employment Law, Organizational Development
and Behavior
. Bachelor of Arts in Political Science & History - West Virginia Wesleyan
College (Buckhannon, WV), 1996
. CompTIA Career ID # COMP001009080409 - A+ (IT Support Technican), Server+
(2009 edition), Network+
. Microsoft Certified Technology Specialist - Windows 7
. Dell Commercial Platforms Proficiency
. HP Commecial Desktop, Laptop, and Proliant Server APS
. IBM XW2001R3.00, XW0021R1.03, XW001R3.13 (System x Servers),
XW5033R3.00_2 (BladeCenter Fundamentals) certified
Skills
Software
. Extensive experience troubleshooting and resolving Windows OS issues from
Windows 95 through 7 and SBS 2008, including driver recovery, network
configuration, communication issues, mini-dump analysis, malware
identification and removal, IPv4 / IPv6 configuration, and OS repair and
recovery installations.
. Proficient in configuring/troubleshooting Microsoft Office installations
for client systems and repairing existing Office installations and
software settings; highly proficient with Outlook 2003 and smartphone
ActiveSync configuration and troubleshooting.
. Proficient with the following software diagnostic and optimization tools:
Dell Diagnostics 32-bit, IBM DSA / IMM, HP LiLO, HijackThis, Spybot S&D,
Trend Micro Office Scan, PC-Checkup, Norton 360, McAfee, CA, and Hirens
and MRI toolkits.
. Familiar with Active Directory maintenance and user/system account
configuration and RSOP analysis for enterprise-level networks in Windows
Server 2000, 2003, and 2008 environments.
. Sound understanding of Citrix, LINUX, and virtualized system
environments.
Hardware
. Twenty years experience building and troubleshooting desktop PC hardware
configurations with Intel and AMD architectures.
. Thorough understanding of Dell POST audio and LED troubleshooting codes.
. Extensive experience upgrading and replacing laptop PC components for
Dell, HP, Gateway, IBM/Lenovo, and Acer brands (Intel 478/775 and AMD
939/AM2/AM2+ architectures).
Networking
. Experienced with troubleshooting and repairing NIC settings for use in
zero touch installations, Cisco VPN, and general LAN/WAN operations.
. Proficient in identifying and resolving Cisco network hardware issues on
local levels.
. Experienced network printer installer and troubleshooter for HP, Ricoh,
and Canon brands configured for MS Exchange scan-to-email & fax-to-email
functions.
Professional Experience
Siemens IT Solutions and Services - Durham, NC
2008-present
Master IT Support Technician (Talecris Biotherapeutics / Talecris Plasma
Resources)
Support ~6K users within a Windows enterprise-level environment. Serve as
first responder technical support for client senior officers and C-level
executives. Develop best practice policies regarding Microsoft products for
end-users. Deliver advanced troubleshooting support for Outlook 2003 /
Exchange 2007 client-side issues across a variety of operating platforms.
Analyze virus infections to assist security teams with hardening existing
defensive countermeasures.
. Serve as first-responder for all on-site service tickets involving
Talecris Management Committee (TMC) members and their laptop/desktop
issues.
. Identify process improvement opportunities relating to case escalations,
process automations, and desktop systems security.
. Develop best practice presentations regarding Outlook 2003 management and
automation for administrative assistants to Talecris Management Committee
and Talecris Leadership Team members
. Upgrade and maintain IBM p and x Series server hardware, including
Bladecenter stations.
. Maintain 99.8% SLA achievement with 100% customer satisfaction rate.
. Troubleshot advanced networking issues at remote TPR sites and relay
collected data to network engineers to resolve Cisco VPN, Verizon MLPS,
and non-secured networking issues.
. Assisted with high-visibility data backup projects as requested by
internal and external stakeholders relating to FDA GXP oversight and
SEC/FTC governed initiatives.
TigerDirect.com - Durham & Raleigh, NC
2007-2008
Sales / Technical Support Manager
Responsible for sales and end-user retail technical services in two
separate profit centers within the Raleigh-Durham market. Developed visual
merchandising for inclusion in national marketing for TigerDirect.com's
catalogues for Q3 & Q4 FY2008 campaigns. Refined end-user technical
services within assigned profit centers to reduce average system service
turnaround from 5 days to 48 hours. Developed sales team scorecard systems
to establish stronger accountability for individual performance and
contributions to store sales volume and gross margins. Supervised ~45 to 90
non-exempt associates.
. Contributed dynamic technological skills in building high-end PCs for
media production clients.
. Mentored and monitored non-exempt technicians to ensure they learn and
follow recommended troubleshooting methodology for Windows and Linux
operating systems.
. Promoted superior client satisfaction and protected sales by promptly
diagnosing and repairing personal computer hardware and software issues
on previously purchased systems and components.
. Trained full-time technicians in emerging hardware trends and software
bugs to help improve productivity and elevate overall customer
satisfaction.
. Trained sales team on new products and known compatibility issues in
order to deliver top-notch service to a broad demographic of clients.
Arclight Omnimedia - Morrisville, NC
2003-present
Author / Consultant
Develop / publish / market crime fiction, poetry, and spoken work pieces
for international distribution. Design and support high-performance
desktops for professional gamers and independent professionals and mid-
level Microsoft-based networks on contract. Assist independent retailers
and professionals with refining operational processes and employee
relations policies.
. Built custom PC gaming systems and designed 3 to 20 terminal small
business LANs on contract.
. Utilized leading-edge technologies to create a personal print-on-demand
crime fiction publishing imprint.
. Install and configure HP ProLiant ML150 servers utilizing Microsoft Small
Business Server 2003 / 2008 with preferred and custom domain / e-mail /
web hosting services based on client needs. Advise clients on
infrastructure improvements intended to support transition from hybrid
SoHo to formalized networking.
Polo Ralph Lauren - Myrtle Beach, SC
2004-2005
Operations / HR Manager
Elevated gross margins in merchandising areas of responsibility by ~18
percentile points. Trained exempt and non-exempt teammates in best
practices relating to retail CRM POS processes designed to provide improved
data for direct marketing campaigns. Implemented MBO monthly reviews to
improve developmental processes relating to succession planning and
internal talent development. Maintained .028% shrink within a US$18M profit
center by developing improved invoice auditing processes relating to
merchandise receipts, stockroom inventory flow, and improved loss
prevention delivered via exceptional customer service standards.
. Harvested data from an AS/400 server to prepare weekly operations recaps
for the store for district and regional review; developed an Excel tool
to help expedite recap preparation for other sites and provide a better
standardized dashboard for mid- and senior-level executives.
. Diagnosed and repaired satellite and T1 uplinks under the direction of
tier three remote technical support; replaced workstation hardware and
prepared stations for POS, inventory control, and HR scheduling software
upgrades and maintenance.
. Assisted with beta testing on a Staffworks-derived HR tool and served as
district contact for training and troubleshooting.
Hot Topic LLC - Myrtle Beach, SC
2004
Assistant GM
Established strategic alliances with local venues and regional / national
alternative recording artists, publishers, and recording labels to elevate
brand awareness and drive customer traffic for an US$4.5M profit center.
Maintained 1.3% shrink to sales through superior loss prevention driven by
customer service excellence.
. Created an Excel-based scheduling tool that was rolled out to the
district and region as part of standard operating procedure.
. Diagnosed and repaired problems with Avaya VoIP phone hardware,
workstation NICs, and fax modems.
The Gap, Inc. (Old Navy & GAP) - Columbus, OH & Rocky Mount, NC
1999-2003
Merchandising / General Manager
Opened two Old Navy high-traffic locations that reached and breached
US$10M+ sales volumes with no less than 60% gross margins. Trained exempt
and non-exempt staff on merchandising systems designed to deliver maximum
floor presentations with clear, attractive seasonal assortments that
limited potential markdown liabilities. Developed payment media
organization and sale / markdown merchandising best practices that
eventually became part of national standard operating procedure. Reversed
declining GAP location sales trend from -48% to +21% YoY through effective
merchandising and top-notch recruitment designed to capitalize on local
market customer expectations.
. Diagnosed POS terminal hardware problems, filed trouble tickets for
hardware replacement requests, and installed and configured components
upon arrival.
Kmart Corporation - Steubenville, OH; Franklin, PA & Waverly, OH
1996-1999
Hardlines / Softlines / KKRAD Team Manager (Media Relations)
Served as a national spokesperson and celebrity event coordinator for the
1997 Kmart Kids Race Against Drugs philanthropic program designed to
elevate substance abuse awareness and elevate brand presence in critical
regional markets throughout the Eastern US. Reduced shrink at a US$9M
profit center from 12% to 3.2% within one full inventory cycle through
effective recruiting, sound auditing practices, improved warehouse
management, and service-driven loss prevention initiatives. Supervised
three volatile Title VII investigations with zero liability and media
exposure.
. Diagnosed POS terminal hardware problems, filed trouble tickets for
hardware replacement requests, and installed and configured components
upon arrival.
Stowers Construction BBS - East Liverpool, OH
1993-1997
Assistant Sysop
. Tested CD-ROM access and external "door" programs in order to make sure
the BBS provided all advertised services with minimal MTBF; configured
USR Courier modems for Caller ID access provided to priority clients.
. Reviewed daily dial-up logs to identify possible abuse of free services
access and configured USR Couriers to ignore banned users.
. Checked completed dial-up packet transfers of mail, messages, and
discussion threads from partner BBS networks.
Subdivisions BBS - Wellsville, OH
1993-1995
Assistant Sysop