Customer Service Manager

Tait Love

Email: *********@********.***

Address: *** ************ *****

City: Winder

State: GA

Zip: 30680

Country: USA

Phone: 678-***-****

Skill Level: Management

Salary Range: $110,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Tait Love

Summary of Qualifications

- A highly effective Senior IT Professional, who meets challenges head on and creates positive change. An accomplished leader with in-depth experience and a proven track record of success building high-performing teams and leading them to create practical, reliable and stable, state-of-the-art business solutions in fast-paced, high-volume, mission-critical environments.

- 15+ years experience in the Information Technology field with an excellent background in project management, technical management, systems administration and customer service.

a- In-depth experience in network security, business continuity/disaster recovery, multi-server administration, application development and testing.

a- Seasoned verbal and written communicator committed to educating and mentoring both technical support staff and non-technical end-users to maximize productivity.

Professional Experience

Quofore, Inc. a" Atlanta, Georgia 2007 a" Present

Global IT Manager/Hosting Solutions Architect

Manage/Administer Microsoft gold partnership across global offices. Responsible for implementation and configuration projects of software/hardware utilized by mobile field force operations of companies in the Consumer Products industry.

a- Provide direction and guidance for global customers on security and infrastructure matters.

a- Implement, Train and support Global deployment of consumer goods field operations application.

a- Develop and Adhere to SLAs established with Domestic and Global Clients

a- Establish and administer client infrastructure in a global hosting environment

a- Troubleshoot proprietary Windows Mobile/SQL CE based application

a- Utilize SQL 2005/2008 to configure and manage client databases

a- Utilize SQL reporting services to setup and deliver custom reports

a- Manage corporate infrastructure

a- Manage Global Hosting Provider relationship

a- Provide overall technical direction for the corporate infrastructure

a- Develop and implement companywide guidelines, procedures and policies

a- Reduced IT telephony costs by 50% by advocating, scoping and implementing a hosted VOIP solution to replace outdated analog phone system

a- Spearhead global initiative to achieve Microsoft Gold Partnership status which lead to a $200,000 savings in corporate licensing

a- Continued cost savings by championing and utilizing emerging cloud technologies such as Microsoft Azure and Rackspace Open Cloud

Network Communications, Inc. a" Lawrenceville, Georgia 1997 a" 2007

Infrastructure Technical Architect 2006 a" 2007

Continued forward progression with the nationas largest real estate publishing company to manage day-to-day performance and security of a 65-server Windows NT/2000/2003 enterprise infrastructure supporting over 300 local and 800 remote users. Design, implement and maintain Corporate Messaging Infrastructure which consists of Exchange 2003 Servers and Blackberry Enterprise server. Manage Enterprise EMC/Hitachi SAN.

a- Designed Enterprise BC/DR Strategy, developed implementation plan and lead the execution of the project.

a- Managed National Infrastructure department consisting of 10-15 direct reports that included software/hardware support technicians, senior network security administrators and senior systems administrators

Infrastructure Technical Architect - continued

a- Maintain yearly budgets for operations and projects

a- Provide overall technical direction for the corporate infrastructure

a- Develop and implement company wide guidelines, procedures and policies

a- Reduced server operation costs by implementing VMware server virtualization software

a- Implemented and Administered Enterprise Storage Area Network consisting of both EMC and Hitachi equipment

a- Developed Enterprise Wide Cisco network strategy consisting of multiple ISP interfaces as well as corporate segments and demilitarized zones

a- Maximized productivity and security by instituting employee exit interviews, email usage policy, technology security policy and asset management procedures to control the flow of critical information and equipment.

a- Sparked increases in sales revenue and technical support turnaround through design and deployment of corporate wireless Blackberry Messaging System enabling 24/7 mobile access to required information.

a- Work closely with the development group to create new applications in C++, VB, ASP and Cold Fusion.

a- Advise developers and technical support staff in resolving complex issues with in-house and vendor applications; served as corporate liaison to Microsoft regarding products.

Systems Administrator II 1999 a" 2006

Administer more than 300 IIS sites with developed in ASP, VB and Cold Fusion with SQL 7.0/2000 back end database servers. Administer Enterprise Active Directory as well as remote Active Directory implementations. Assign security permissions for network resources, monitor data integrity, modify user accounts and mentor PC techs.

a- Ensured seamless migration of NT 4 network to more robust and scalable Active Directory infrastructure by defining and documenting detailed project and contingency plans and educating all pertinent project, client, technical and call center personnel.

a- Guide and assist DBA in managing 10 SQL Server 7.0/2000 servers and deploying new applications by offering broad-based knowledge and recommendations at each stage of the project life cycle.

a- Install small networks in remote offices and facilitate application training sessions for staff.

a- Twice honored as Employee of the Year in 1999 and 2000.

Hardware/Software Support Representative 1998 a" 1999

Provided end-users in local and remote offices with excellent service by resolving hardware and software issues in a timely and professional manner as lead support representative. Primary duties included purchasing and building desktop PCs, troubleshooting Microsoft and in-house applications and repairing printers and other peripherals.

a Assisted Senior Systems Administrator with day-to-day tasks.

a Frequently received compliments from non-technical end-users for exhibiting superior knowledge and a friendly personality in resolving issues and providing education to prevent recurrence.

a Advocated the adoption of computer leasing procedures to eliminate labor-intensive practice of building new PCs from scratch.

a Instilled fellow technicians with personal knowledge to enhance the proficiency level of the whole group.

Lead Technical Support Representative 1997 a" 1998

Troubleshot problems with proprietary applications through phone and in-person contact with over 100 end-users. Participated in the testing, training and rollout of updates and bug fixes. Performed on-site network installation and training for remote offices.

a Prevented potentially disastrous loss of business by discovering and resolving a major flaw in an internally developed application prior to release.

a Ensured business continuity by proactively identifying and resolving issues before they had a chance to impact or obstruct production of the publications.

Sears Logistics Services a" Tucker, Georgia 1995 a" 1997

Route Monitor Supervisor

Coordinated the efficient home delivery of customer purchases on behalf of Searsas retail stores by planning routes, assisting truck drivers and communicating with customers to ensure exceptional service. Supervised a team of four, resolved employee issues and acted as liaison to upper management.

a Provided supervision to team of 6 customer service representatives

a Gained trust of customers and co-workers by exhibiting integrity and genuine concern in a position typically marked by high turnover.

a Initiated and facilitated meetings for drivers and route monitors to open communication between the adversarial groups and establish an atmosphere of cooperation and improved performance.

Education

DeVry University a" Decatur, Georgia 2004

Bachelor of Science Degree in Technical Management

Gwinnett Technical College a" Lawrenceville, Georgia 1998

Associates of Applied Technology in Computer Programming

Oxford College of Emory University a" Oxford, Georgia 1994

Associate Degree in Computer Science

Technical Skills

OS: Microsoft Windows XP, Windows 7, Windows Server NT/2003/2008,Linux (Ubuntu)

Programming Languages: VB, C++, and ASP a" Completed Training Courses in 2002 & 2003.

Applications: VMWare GSX/ESX/Vsphere, Exchange 5.5/2000/2K3/2K7/2010, SQL 7.0/2K/2K5/2K8, SMS 2.0/200, MS Project Server 2000/2003/2K7/2010, Veritas Enterprise Vault, Veritas Volume Manager, IIS 3.0/4.0/5.0/6.0/7.0, Cold Fusion 3.1/4.0/4.5/5.0 a" Training courses 1997 through 2005 and relevant work experience.

Hardware: EMC FC & CX Enterprise Class storage enclosures, Hitachi Enterprise storage enclosures Brocade Silkworm and McData Fiber switches, Cisco Local Director, Cisco Content Services Swtiches, Dell Poweredge Servers, HP NetServers, Cisco Catalyst Switches and 1800 series routers, Watchguard firebox, Dell and HP workstations and Laptops a" Training courses from 2000 a" 2004.

Professional Certifications

MCSE: Windows NT/Exchange a" Certified Since 1999

MCSE 2000: Windows 2K, Security and Network Administration a" Certified Since 2001

IT Service Management: ITILv3 Training/certification in progress

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