Engineer Manager

Tony Florence

** ****** ***** ****: 770-***-****

Dallas, Georgia 30157 ********@*********.***

SENIOR LEVEL HELPDESK ADMINISTRATOR

Strong Helpdesk Administrator with Proven Ability to Analyze and Solve Difficult Problems

PROFILE

Results oriented IT Professional who is creative in identifying and designing effective solutions to meet the current needs

and future expectations of business and with expertise in leading multifunctional teams with a specialization in the

following:

Microsoft 2003 Server IBM ISeries (AS400) Panda Managed Office Protection

Microsoft 2003 & 2007 Exchange Novell Netware 6.0, 5.0, 4.11 & 3.12 Symantec Ghost

Microsoft Windows Vista, XP & 2000 Novell GroupWise Remote Desktop Management

Microsoft Office 2007, 2003, XP & 97 Logmein Remote Access Cisco VoIP phone system

Microsoft Project 2007 Business Objects Central Management Cisco Unity Connection

Microsoft Active Directory Wireless 802.11a/g/n Cisco Unified Call Manager

DNS, DHCP MX Control Console Email Firewall Juniper Netscreen VPN

PROFESSIONAL EXPERIENCE

2007 – Present

FULTON PAPER COMPANY, Austell, GA

Manager, Helpdesk/IT Projects

Impact to Company

• Increased the sales efficiencies by 20% by implementing a successful Wireless solution for our Sales Force using

the Verizon Air Cards

• Increased service levels by 25% implementing a successful off-site backup, restore and disaster recovery program

Improved inventory control accuracy from 65% to 99% by developing a comprehensive Asset

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Management system

Slashed user down time by 35% by implementing a successful Help Desk

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Enhanced technicians response time by 25% by researching and implementing a successful Remote

•

Access Program

Decrease Fax times by implementing an enterprise wide Fax solution using XMedius and Microsoft

•

Exchange 2003 so users could fax directly from their desktops

Job Description

Handled the Network Administration of thirty-two Windows 2003 Servers

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Managed all IT functions, real-time network of 100 + on- and off-site users

•

Analyze, log, track and complex software and hardware matters of significance pertaining to networking

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connectivity issues, printer, server, and application to meet business needs

Coordinated hardware and software installations and upgrades to ensure work is performed in

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accordance with company policy

Assisted in hardware installation and maintenance of workstations, servers, network equipment

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Remotely supported via Logmein fifty-two District Sales Representatives

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Provide support for the Cisco 79XX VoIP phone system

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Handled for the Keyscan administration for door entry security

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CARDIOVASCULAR MEDICINE, PC. Marietta, GA 2006 – 2007

Senior System Analyst

Impact to Company

• Lowered the network bandwidth by 20% by Developing and implementing new scanning procedures

• Reduced patients wait time by 28% by implementing the new laptop/tablet Midmark EKG machine

• Improved patient service by designing and implementing a DSL/Terminal Services connection in the Hospitals so

the Doctors could access their patient files without having to return to the office

Job Description

• Provided the day-to-day network administration including backups

• Coordinate and monitor troubleshooting to isolate and diagnose common system problems; document system

events to ensure continuous functioning. Recommend course of action and implemented as approved

• Assisted in hardware installation and maintenance of workstations, servers, network equipment

• Successfully designed, built and implemented Microsoft Windows 20003 servers, Microsoft 2000 Exchange

server and Microsoft Terminal Servers

HEALTH UNIFIED, Inc. Kennesaw, GA 2004 - 2006

Senior System Analyst

Impact to Company

• Lowered imaging time by 40% by developing a successful imaging procedure for over 3,000 workstations

• Spearheaded completion of a major migration to bring all workstations from Windows 2000 to Windows XP

one month ahead of schedule

Job Description

• Supervised a staff of seven providing workstation configuration and installation of Windows XP for

WellStar’s 3,500 + users

• Provided Novell account administration and user support for WellStar employees

• Worked with the management team to developed security policies

• Worked with WellStar’s Network and Application groups testing various software packages

Cobb County School District, Marietta, GA 1998 – 2003

Assistant Director, Information Technology

Impact to Company

• Decreased open service request from 800 per day to under 150 per day by reorganizing the Technical

Specialist program

• Slashed support calls 90% through design/implementation of a successful technical training program

• Increased customer satisfaction to 96% by orchestrating a successful reorganization of Technical

Specialist and Helpdesk programs.

Implemented a training program which resulted in increasing the Novell certification of staff from five

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to over 72. Out of the 72, 13 received A+ certification, 10 received Certified Novell Engineer and three

received Master Certified Novell Engineer

Job Description

• Responsible for the strategic planning, development and management of the entire Technology Support

Specialist program which resulted in increasing staff from five to 109

• Responsible for hiring additional staff and annual staff evaluations

• Held concurrent executive responsibility for leading the Technology Support Specialist and the Food

and Nutrition Services technical program

• Provided technical input for all bid processes involving Technical Support for Cobb County School District

EDUCATION & CERTIFICATION

BS, Business Administration, Almeda College and University, Boise, Idaho

Computer design, Control Data Institute, Atlanta, Georgia

Microsoft Project 2007, New Horizons, Marietta, Georgia

Wireless Engineer, ITT Inc., Cleveland, Ohio

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