Customer Service Project Manager

L. BRYANT

ANDREW

PO Box *** • Boulder, MT ***** • *********@*****.***

406-***-**** (home) • 928-***-**** (cell)

Solutions-oriented IT Specialist with notable success directing a broad range of corporate IT initiatives

while participating in planning and implementation of information-security solutions in direct support of

business objectives.

• Track record of increasing responsibility in network design, systems analysis and development,

and full lifecycle project management.

• Demonstrated capacity to implement innovative programs that drive awareness, decrease

exposure, and strengthen organizations.

• Hands-on experience leading all stages of system development efforts, including requirements

definition, design, architecture, testing, and support.

• Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts

while managing, motivating, and leading project teams.

• Adept at developing effective security policies and procedures, project documentation and

milestones, and technical/business specifications.

Network & Systems Security; Business Impact Analysis; Regulatory Adherence;

CORE COMPETENCIES:

Data Integrity/Recovery; Disaster Recovery Planning; Contingency Planning; Research & Development;

Risk Assessment; Cost Benefits Analysis

* Platforms: Microsoft Windows® operating systems from 95 on, Linux (Red Hat, Yellow Dog), Mac OS.

* Networking: TCP/lP, Novell, IPXlSPX, Ethernet, Token Ring, VPN, SecurelD, HIPPA, CFR-11.

* Languages: C, Basic, HTML.

* Tools: LAN Manager, ISS RealSecure, Checkpoint Firewall, Norton Firewall and Ghost, McAfee/Norton

Virus Protection Utilities, Network Flight Recorder, Lotus Notes, Microsoft Office System (including

Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®),

Microsoft Project, and Microsoft FrontPage®.

PROFESSIONAL EXPERIENCE

AT&T Plus Group 2007-Present

MANAGERSUPERVISOR (customer educator)

Uburse is a new program in limited states that have telephone, internet and television capability.

Tech Support for AT&T, Uburse program. I work as a supervisor in management. If call in computer techs

at Level II can not handle a problem, they refer the calls to me, on the Escalation Team

Key Contributions:

1--Provide level II technical support related to Uburse customer support, call in center

2--work as a team to troubleshoot issues related to computers, telephones and TVs and getting them to

work together

3--work remotely on equipment to solve problems

4--call back to ensure service is working properly, ongoing support for systems

5--install computer, telephones and TVs, reviews all aspects of individual services, in numerous states

Versatile PC and Networking Inc., Memphis TN 2002 - 2007

Information Security Manager

Recruited to establish and manage enterprise-wide information technology program. Oversee

companywide efforts to identify and evaluate all critical systems. Design and implement security

processes and procedures and perform cost benefit analysis on all recommended strategies. Collaborate

with external auditors to conduct in-depth compliance audits and testing, presenting all results to senior

management. Develop curricula and facilitate awareness training for management and employees.

Supervise daily activities of Computer Security Assistant and Internet Administrator.

Key Contributions:

• Instrumental in developing and implementing Business Continuity and Disaster Recovery (BCP &

DRP) Plans for corporate sites in Tennessee, and Arizona.

• Spearheaded creation of new information-technology departments, including Risk Assessment,

Vulnerability, and Security Engineering services.

• Hand selected employees from Information Technology department to build Risk Assessment

Team charged with analyzing all critical systems, developing reports to document systems

vulnerabilities, and recommending appropriate solutions.

• Created company policies and procedures governing corporate security, email and Internet usage,

access control, and incident response.

A&E ELECTRONICS ANDCOMPUTEREPAIR

R 1997 - 2002

Owner

Managed and coordinated the day to day business operations with responsibility for multiple fiscal

functions, which included budget preparation and control, purchasing, human resources administration,

accounting, and business resources. As owner and operator of A&E Electronics and Computer Repair,

built custom computers. Installed and networked computers, scanners, printers, communication

controllers and other devices. As owner/operator my duties were to schedule work, order materials,

assemble materials, and maintain books and inventory. Evaluated current information systems, analyzed

user requirements prepared estimations and specifications for other small businesses provided

modification planning, acquisition strategies and assisted with electronic bookkeeping and bUdget

preparations. Set-up networks; install Windows 95,98, 98SE, 2000 Professional, XP, and ME.

Key Contributions:

• Authored numerous ISO 9000 procedures and security policies in support of engineering

operations, participating in regular audits to ensure regUlatorycompliance.

• Managed creation of high-profile HATP (High Availability Transaction Processing) solution,

supervising development teams working in multiple locations.

• Recognized for outstanding quality of customer service with numerous customer-support awards

and personal commendation from clients.

EC III, LLC, YUMAPROVING GROUND, YUMA ARIZONA 1987 -1997

Manger, Electronics/Field Instrumentation Department

Responsible for the Electronics Group composed of 55 Engineers and Technicians in the following

Sections: Range Communications, Telemetry, Automotive Instrumentation, Moving Targets, Radars,

Lasers, and Ballistics Instrumentation. Maintained physical, procedural, and material security for the

Group. Provide technical assistance on problems of a complex nature. Drafted Security Accreditation

documents, Safety Procedures, and Maintenance and Operations SOPs. Actively involved in developing

Quality Control and Safety Procedures for the Group, and well as time keeping and procurement.

Key Contributions:

• Edited the content, structure, and format of a range of written material (security, operations and

human resources documents).

• Assigned as project manager of many test items assigned to the group.

• Feasible study of all item presented to the group for testing.

• Provided cost analysts for all phases of each operation.

Bachelor of Science Degree in Electronics Management

SOUTHERNILLINOISUNIVERSITY Carbondale, Illinois

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Master of Arts Degrees, Management, Human Resources Development and Business

Webster University -- St. Louis, Missouri

PROFESSIONAL TRAINING AND CERTIFICATES

Laser Technology School-certified multi-mode, single-mode, connectors, splicing and all associated

test equipment.

Arizona Teaching Certificate-IT, Electronics, Management, HRD and Business

Private Pilot License-Commercial, Instrument

Classes-Providing excellent customer service, Managing excellent customer service and numerous

leadership classes both military and civilian

TEACHING EXPERIENCES

Military- Recruitment(3years)-Service (5 years)

Adult Education-AZ University-Yuma AZ, Adult Education (2 years)

Dept of Rehabilitation-families how to use computers and set them up

AT & T-DSL (1/2 year)

AT & T Plus Group-Uburse system (1 year)-Customer Education

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