GERALD C. ALLEN, Sr.

***** ****** ***** ***. *******, FL 32822 904-***-**** ac044x@r.postjobfree.com

Profile

Motivated, United States Navy Information Technology Specialist. A successful 23-year Information Technology career serving in the U.S. Navy. Talent for quickly mastering technology and managing teams. Motivated achiever who guides organizations in applying technology to business settings, provides added value, and effectively manages and grows teams. Demonstrated history of producing accurate, timely customer support meeting stringent SLA objectives. Proficient problem-solver who envisions business and technical perspectives to develop workable solutions. Adept at change management applying policies and procedures to create seamless team cohesion.

Flexible and versatile – performs confidently and effectively under pressure. Thrives on challenges. Excellent team-building skills and customer service skills. Effective manager, instructor, and trainer.

Skills Summary

MS Word, MS Power point, MS Excel, MS Access

Windows 7/8/10

Magic/Remedy/Heat Ticketing

Project Management

Active Directory / SAP

TCP/IP Networking

Cisco Call Center Manager

LAN/WAN, VPN, VMware,

Top Secret clearance (Inactive)

Professional Experience

Adjunct Professor

Windows Server 2012 Servers

Cisco Networking Devices

SCCM

Remote Access

DNS

U.S. Navy Master Training Specialist

Call Center Manager/Excellent phone skills

Information Technology Manager

CISCO phone management software

ADJUNCT INSTRUCTOR Lasalle Computer Learning Center, Orlando FL Sep 2016 – Present

Provide Instruction toward certification in CompTIA A+, CompTIA Network +, CompTIA Security + and Microsoft Office Suite curriculum as directed.

Establish clear goals and objectives, outlines, and lesson plans.

Use effective teaching methods and adapt teaching methods and instructional materials to meet student’s varying needs and interests.

Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate.

Monitor student’s performance to ensure students satisfy course standards.

SENIOR TECHNOLOGY ADMINISTRATOR Orange County Public Schools, Orlando, FL Nov 2012 – Present

In a ticketing environment, analyze incoming trouble tickets to provide resolution over the phone and face-to-face with customers providing customer support at the district level within Orange County Public Schools.

Supervise LAN installs, layout, and design in classrooms to include wireless access points

Handle over 60 customer inbound and outbound calls daily to troubleshoot hardware issues, software issues, wireless networks, and server issues to resolution, and follow-up.

Troubleshoots and maintains school district TCP/IP networks, workstations, peripherals, hardware, software, and Active Directory databases.

Install computer hardware, peripherals, and software as required.

Provide administration on 16 servers at Orange County Public school sites.

Diagnose, tracks, and solves hardware and software problems; escalates irresolvable issues to the appropriate department for resolution. Implement hardware/software upgrades.

Provides administration of computer hardware, software, servers, and printers.

Manage students and teacher credentials through Active Directory and SAP.

Use SCCM to retrieve, review, and modify data, deploy imaging; and deploy software.

Utilize project planning for network installation of software/hardware installation projects.

Track Information Technology equipment and peripherals

SKILL SET USED - SCCM, Ticketing systems, Windows 7/8/10, Project Planner, TCP/IP Networking, Active Directory, SAP, Managing 2008 & 2012 servers. VPN, VMware, A+, Network +, Security+.

APPLICATION SUPPORT MANAGER Beeline Inc, Jacksonville, FL

Jan 2007 – Oct 2012

Managed a 30 person call center providing customer support of Contingency Workforce Solutions software for fortune 500 companies.

Trained and managed call support team.

Analyzed statistical call data utilizing Avaya and Cisco Systems call center software to report accurate information to top management tracking over 3700 calls monthly.

Provided prompt, accurate, and respectful support to internal and external users, employing high degree of customer-service skill and technical expertise.

Responded to, evaluated, and prioritized incoming phone/email requests for technical assistance with hardware, software, networking, and other computer-related technologies.

Escalated, analyzed, and tracked contingency workforce solutions trouble tickets and calls through “Magic”, “Share Point”, and “Remedy” ticketing databases ensuring quick resolution meeting Service Level Agreements.

Utilize proprietary onboarding, and time management software

Managed numerous projects as necessary to efficiently execute new “Go-lives on software resulting in ease of customer use and smooth transition of client onboarding.

Managed and implemented project on the conversion from AVAYA to Cisco Call Center system. Wrote request for proposal and accompanied president of Beeline during the demonstration for purchasing of the Cisco Call Center software.

SKILL SET USED – Magic, Share Point, and Remedy ticketing software. Avaya and CISCO Call Center Software to support call center operations. VPN, MS Excel, MS Word, MS Power point, MS Access. Active Directory for clients. Training, managing, support analysts, and customer service skills.

INFORMATION TECHNOLOGY MANAGER Naval Air Station, Jacksonville FL, United States Navy Sep 1984 – Jan 2007 •U.S. Navy Achievement Medal (2)

Information Technology Manager responsible for system administration via the defense messaging system within the Navy Marine Corps Internet system. (NMCI)

Managed a 25 personnel communications center in a fast-paced environment providing secure, rapid, and reliable communications to shore facilities and units at sea.

Operated and maintained Active Directory databases and associated software/hardware to include cryptographic operations on secure and non-secure LAN’s

Implemented projects for hardware/software upgrades at 100% success rate.

Evaluated hardware and software requirements, researched vendor support, and coordinated vendor services for hardware/software installs

Researched and planned projects providing analysis reports for implementation decisions during numerous (Navy Marine Corp Infrastructure) secure/non-secure LAN network installations

Certified Master Training Specialist. Navy Instructor who designed and conducted training classes at the departmental level facilitating a (150) person organization.

SKILL SET USED - TCP/IP Networking, Active Directory, LAN/WAN/Satellite operations, DNS, VPN, VMware, MS Excel, MS Word, MS Power point, MS Access. Secure and Non- Secure LAN/WAN. Crypto operator. Navy instructor.

Education

New Horizons Computer Learning Center, Orlando, FL

CompTIA A+, Network+, and Security+ Certifications

Columbia College, Columbia Missouri Bachelor of Science Degree in Computer Information Systems

Strayer University, Orlando Florida Master of Science Degree in Management (Concentration in Project Management)

Alpha Chi National College Honor Society member

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