Customer Service Management
Resume:
*H FITZGERALD COURT, PARKVILLE
JACOB M. METRO MARYLAND 21234
abnxbv@r.postjobfree.com
OVERVIEW
An advanced-level IT operations and strategic manager having refined and redefined IT operations for a Skills
number of IT professional services firms. An intermediate-level Visual Basic .NET application programmer
with advanced to expert-level systems and server-side engineering skills having a track record of business
improvement using appropriate IT strategy following a hands-on approach to implementation. Managerial Competencies
EDUCATION
Operations Management
Information Systems, Doctor of Science Fall 2007 - December 2012
Dakota State University, Graduate School, Madison, South Dakota Risk Mitigation
GPA 3.8/4.0
Technical Writing
Studies focused in Enterprise Data Modeling and New Product Development. Performed a real-life, business transformation
initiative designed to help support the transition into a managed services provider (for Light Industries Services
Vendor Management
Corporation).
Master of Business Administration April 2005 - December 2006 SDLC (RAD derivatives)
Western Governors University, Graduate School, Salt Lake City, Utah
Project Management
GPA 4.0/4.0
Studies focused in IT project management, application development, technical planning, business case analysis, and
economics. Performed a real-life in-depth analysis of a manufacturing business process (for Fontana Lithographic, dba
Mosaic Printing). Engineering Competencies
Computer Information Systems, Bachelor of Science March 2003 - April 2005
Western Governors University, Salt Lake City, Utah Exchange Administration
GPA 4.0/4.0
Microsoft Server
Specialized in Software Engineering, Software Development, and IT Management.
EXPERIENCE Active Directory Management
Technical Manager of Operations Network Systems Security
Light Industries Services Corporation, Annapolis, Maryland December 2007 – January 2009
Firewall Administration
Light Industries Services Corporation is a technology services firm providing technical management assistance to corporations and
non-profits throughout the Annapolis/D.C. area. I was hired to provide a wide range of technical and managerial services for the
Antivirus Administration
firm and the firm’s customers. . Supported: 30+ Internal Users and another 2000 External Users (80 firms). Max Number of Direct
Reports: 12
Spamfilter Configuration
Selected Technical Accomplishments (60%)
Successfully resolved every technical issue that was put on my desk
o
Designed networks and managed the implementation of new networks to improve customer satisfaction
o
Uncovered root causes of message delivery failures to alleviate customer concern
o
Application Development
Performed network monitoring and analysis to lower costs and improve customer service
o
Modified or added Microsoft Server 2003 implementations (virtual and physical) to better fit business requirements
o
Troubleshooting and mitigation of Active Directory issues to improve performance
o SQL Server Administration
Utilized VMWare and Microsoft Virtual Server to host and modify virtualized environments to fit business needs
o
Maintained disaster recovery plans and systems for increased security
o Structured Query Language
Upgraded and maintained Exchange 2003 and 2007 to ensure proper patching and configuration
o
Designed network topology diagrams (Visio) to propose new solutions
o Visual Studio .NET
Assisted in the upgrade from Exchange 2003 to 2007 and handled clean up technical issues
o
Acted in a tier 2/3 Microsoft Exchange engineering role under both Exchange 2003 and Exchange 2007
o Visual Basic .NET
Selected Managerial Achievements (40%)
Assisted in growing a network services department to twelve staff over the course of a year
o Shell scripting
Supplied project management and roll-out services with a high rate of customer satisfaction
o
Helped develop an infrastructure strategy and worked with other engineers to develop a network reconfiguration proposal
o IIS Administration
Developed a two-option managed backup service that is currently being resold
o
Worked with management to develop a managed services platform for making a radical change to the business process
o Website Maintenance
Director of Technical Support Services
AnalySYS Enterprises, Inc., Baltimore, Maryland February 2007 – December 2007
AnalySYS Enterprises is a technology services firm providing technical management assistance to companies and institutions
throughout the Baltimore/D.C area. I was hired to provide a wide range of technical and managerial services for the firm and the
Misc Competencies
firm’s customers. Supported: 15 Internal Engineers and another 5000 External Users (100+ firms). Max Number of Direct Reports: 9
Selected Technical Achievements (70%)
Irix Experience
Maintained and supported Active Directory, Exchange, and SQL Server to meet client objectives
o
SGI Administration
Supplied tier-2/3 support to improve the performance of help desk staff.
o
FreeBSD/SmoothWall
Facilitated completion of an Avaya VoIP implementation to bring the service fully online with few service outages
o
Oracle iSQL 9 & 10
Provided tier 2/3 Microsoft Exchange engineering support under Exchange 2003
o
Remotely managed security applications and a variety of firewalls to increase security and meet customization requirements
o
Utilized Microsoft Visio to produce network diagrams for improve vendor communication and troubleshooting efficiency
o
Provided technical support on Citrix servers and Microsoft terminal services to ensure availability of resources
o
Selected Managerial Achievements (30%)
Assisted the firm in understanding employee mix and service ratios to improve overall customer service
o
Helped formulate policies for better accounting of billable time to resolve problems with time recordation
o
Certifications
Interim Chief Information Officer
Fontana Lithographic, dba Mosaic Printing, Washington, DC October 2004 – January 2007 SurfControl STAR
Fontana Lithographic dba Mosaic Printing is a medium-sized, multiple-site non-durable print manufacturing firm competing in the
Toshiba Associate
government and private sector markets. I was contracted by AnalySYS Enterprises to supply a wide range of IT technical expertise
and management consulting services for Mosaic Printing. Supported: 200 Internal Users and 10000 External Users (200+ firms). Compaq Certified
Max Number of direct Reports: 4
HP Authorized
Selected Technical Achievements (50%)
Provided Exchange migration services to further corporate goals
o CompTIA A+
Supplied Microsoft SQL Server database maintenance and disaster recovery services to resolve failures
o
Certified Master of Business
Implemented a fire-walled subnet (DMZ) with secure wireless for use by customers and vendors
o
Administration
Regularly maintained Active Directory (user adds, deletes, moves, etc) and Group Policy to meet business requirements
o
Facilitated important email message tracking to guarantee delivery and explain anomalies
o
Securing digital transmissions internally
o
Redesigned backup schedules to allow for future storage requirements and performed detailed capacity planning
o
Training
Utilized Microsoft Virtual Server to test software implementations without impacting production systems and databases
o
Configured and maintained firewall, antivirus and antispam technologies to improve organization information security
o
Performed IS audits of both security, hardware/software ownership, and budgeting to meet organizational goals Associates of Science,
o
Supported Microsoft Exchange in tier 2/3 capacities Management
o
Selected Managerial Achievements (50%) Ashworth College
Performed business and systems analysis to design technical work requirements Atlanta, Georgia
o
Spearheaded implementation of an invoicing latency organizational change program
o
Developed the technical competencies in-house for the creation of a professional services spinoff organization College Coursework,
o
Mathematics
Corporate Technology Officer Jefferson State CC
Electronic Funds Services Inc., Birmingham, Alabama January 2002 – October 2004 Birmingham, Alabama
Electronic Funds Services Inc is a small value-added reseller focused on IT and infrastructure for banks and financial institutions. I
was hired to provide technical expertise as a lead technical specialist in support of both internal and external customers. . College Coursework,
Supported: 12 Internal Users and 2000 External Users (20+ banks). Max Number of Direct Reports: 4 Mathematics/Physics
Selected Technical Achievements(70% ) Berea College
Developed custom applications to meet company goals
o Berea, Kentucky
Developed a new application delivery system for a core set of company products
o
Provided website design services
o XINET Coursework
Contributed to organizational stability by implementing security solutions
o NAPC
Migrated a small workgroup to a domain to improve network management capabilities
o Boston, Massachusetts
Managed application development process for a legacy upgrade to existing product
o
Selected Managerial Achievements (30%) SurfControl Technical Training,
Managed scope creep and stakeholder communications for internal and external projects to improve customer service levels
o (In-house)
Planned and executed the new product design process to design a check collection product for resale
o SurfControl
Supervised in-house developers and external vendors in support of various application development projects managed
o Scotts Valley, California
Manager of Technical Support Services
Tandy/Radioshack Corporation, Baltimore, Maryland February 2000 – January 2002
Until 2002, Radioshack Corporation had over 80 repair outlets for business products (PCs, servers, printers, etc.) located across the
United States. I was tapped to assist in managing a repair outlet in Alabama and then took over running a repair center in
Maryland. A change in company direction dramatically reduced the number of repair centers to under three within a few months'
time. Supported: About 10 Internal Users and 7000 External Users (approximate). Max Number of Direct Reports: 3
Selected Activities
Performed operation management; including P&L analysis, inventory reconciliation, personnel management, and regulatory
compliance. Participated as an individual contributor technician as necessary.
Key Achievement:
Improved profitability by over 64% during the last year.
OTHER AFFILIATIONS
CCBC Essex (2009-Present) – presented lectures on business and information systems; adjunct
o
Dakota State University (2009) – website penetration testing and security vulnerability mitigation; volunteer
o
Baltimore Family History Center (2008-Present) – strategic guidance on technology operations; volunteer
o
Liquid Siding of Maryland, LLC (2008-Present) – business systems analysis and strategic design; volunteer
o
IfIdaKnown Enterprises (2008-Present) – security consulting and systems design; volunteer
o
TESST College of Technology (2007-2008) – lectured in economics and information systems; adjunct
o
Maryland Chapter of Ducks Unlimited (2007-2008) – data recovery and risk mitigation strategies; volunteer
o
Western Governors University (2006) – website penetration testing/security vulnerability mitigation; volunteer
o
Network Systems, Inc (1999-2000) – logistics and warehousing functions; early career
o
Spokane Washington Mission (1996-1999) – outreach management; volunteer
o
Ramsay High School (1991-1995) – general technical support; volunteer
o
Five Points West Library (1984-1995) – general technical support; volunteer
o
ASSOCIATIONS
Computing Technology Industry Association (2000)
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Association of Certified Masters of Business Administration (2006)
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National Honor Society (1993)
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o National Junior Honor Society (1987)
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