Glenn Payne

North Lauderdale, FL ***** 954-***-**** 954-***-****

ac0d67@r.postjobfree.com

professional OBJECTIVE

I am seeking an opportunity to apply my significant educational, leadership, and information technology qualifications to enable the success of an IT support organization.

Summary of Qualifications

Talented, solutions-driven, and technically savvy Professional with progressive and extensive growth and experience in IT management solutions and technical support, offering technical proficiency combined with a proven record of exemplary customer-driven support. Extraordinary capacity to multitask, manage competing priorities with ease while achieving customer and organizational objectives. Respected team leader and mentor with the ability to inspire confidence at all levels, known for ability to recognize solutions impact beyond application.

Technical & Professional Skills

Project management experience in leading all phases of the project life cycle from initial inception through to execution and post-implementation support.

Assists in the development and management of departmental systems, procedures and projects

Very detail-oriented and thorough work approach as well as strong problem solving skills under various sorts of constraints and stress.

Demonstrates initiative and a resourceful self-starter in projects and work processes

Strong problem solving skills with customer focus and effective communication

Significant experience in customer service, technical support, relationship management, departmental operations, project management, and IT services.

Talented and passionate experienced in the planning and delivery of a diverse range of training and education systems at all professional levels.

Expertise in hardware and software configuration, troubleshooting, training, and installation.

Project Management SPICEWORKS Lotus Notes Professional Development Training & Education Coaching WIN XP-10 Configuring Windows Server 2008: Active Directory, Network Infrastructure, Application Infrastructure & Configuring Windows 7

Microsoft Suite 2016 (Project, Word, Excel, PowerPoint, Access, Publisher, Visio)

Professional Experience

ChildNet, Fort Lauderdale, FL 07/2016 - 05/2017

ChildNet has been chosen by the Florida Department of Children & Families to serve as the Community Based Care (CBC) lead agency in both Broward and Palm Beach Counties. As such, it is the single private non-profit entity responsible for managing the local system of services and supports for the communities' most vulnerable children.

MIS Project Manager

Accomplishments: Increased employee training participation by 50% by adapting existing curriculum. Led project implementing 5s organizational model throughout the IT division. Within first two months saved the organization over $300,000 with non-profit acquisition of Jira software suite, gaining praise from management for taking the initiative. Directed project team and successfully closed out helpdesk projects ahead of schedule reducing budget overages. Completed large-scale infrastructure improvement project on time. Tracked spending and completed several projects under budget within the first fiscal quarter.

Responsible for leading and organizing project team meetings, ensuring all tasks are being actively monitors for potential risks.

Successfully completed major plans and system updates within a tight one-month deadline.

Scheduled project follow up meetings as needed

Developed and publish communications to project stakeholders

Developed and review project status reports

Scheduled and staffed coaching sessions for MIS Helpdesk staff weekly.

Acted as team liaison to streamline communication between team members

Tracked and monitoring of active problems to insure a timely resolution

Responsible for ensuring the support staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks and SLA per organization requirements.

Worked closely with Technical Leadership to develop and continually improve technical and advanced training along with best practices aligned to ITIL.

Handled vendor relations to ensure network and system resources remain operational during project stages and on the support stage after implementation.

Facilitated the orientation training of new IT support staff within the company.

Taylor and Francis Group LLC, Boca Raton, FL 02/2014- 07/2016

Taylor & Francis Group is an international company originating in the United Kingdom that publishes books and academic journals. It is a division of Informa plc, a United Kingdom-based publisher and conference company.

IT Service Desk Analyst

Troubleshoot and resolve software, hardware, printer, network issues by actively listening to the caller and asking appropriate questions to build a solution. Provide technical assistance and solutions to a diverse range of users, utilizing multiple standards of professional and technological excellence.

Email, Phone and desk-side technical support of Windows workstations and related software.

Active Directory administration.

Installing new software releases, system upgrades, patches and resolves hardware and software related problems in a Windows or Macintosh environment.

Tracking and monitoring of active problems to insure a timely resolution.

Train and guide users on basic functions like sending and receiving email, connecting to remote resources, saving and retrieving files from the network.

Perform and monitor nightly backups of servers.

Oversee facilities related contractor work as required.

Creation and deployment (Deployment Services) of Images for all systems.

Embraer Holding Company, Ft. Lauderdale, FL 2012- 2014

(Randstad Staffing)

Embraer is one of the world’s leading aircraft manufacturers, a position achieved through the commitment to full customer satisfaction. Throughout its 40-year history, Embraer has been involved in all aspects of aviation. In Addition to design, development, manufacturing, sales and technical support for commercial, agricultural and executive aviation, Embraer also offers integrated solutions for defence and security.

IT Systems Analyst

Troubleshoot and resolve software, hardware, printer, network issues by actively listening to the caller and asking appropriate questions to build a solution. Provide technical assistance and solutions to a diverse range of users, utilizing multiple standards of professional and technological excellence.

Employee orientation Training

Troubleshoot Internet/application issues

Active Directory admin based level accounts management

Logged all calls in call tracking system, creating detailed, accurate entries

Escalated calls when necessary according to guidelines

Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved

Worked with manager to implement products and processes to increase support team efficiencies and quality

Remoted in to callers’ computers when necessary using the appropriate support processes

Kelly Services, Plantation, FL 2012

Apple Care Technical Support provides computer & phone services to homes, education sector and business's over the phone. Providing excellence in technical support with the passion in achieving an atmosphere where the customer experience is highly valued.

Tier 1 – Technical Support, Work-At-Home (Apple)

Provide technical assistance and solutions to a diverse range of clients, utilizing multiple standards of professional and technological excellence.

Performed troubleshooting, technical resolution, network and hardware optimization.

Assisted customers of various technological levels with installations, product recommendations via phone and remote connection

Logged all calls in call tracking system, creating detailed, accurate entries

Escalated calls when necessary to Level 2 support or Knowledge Teams

Offered Technical Apple Based Services: iPhone, iPod, iPad, and other software installation

Supertech Communications, Tamarac, FL 2011

SuperTech provides on-site computer / phone services to both homes and business's. Providing an alternative to the endless technical jargon and unreachable technical support. Their goal is to provide a fast, friendly and all-inclusive answer to all of your computer/Telecom issues.

Independent Contractor, Telecommunications Technician- ON CALL

Provide technical assistance and solutions to a diverse range of clients, utilizing multiple standards of professional and technological excellence.

Performed troubleshooting, technical resolution, network and hardware optimization.

Telecom cabling, installation, and implementation of computers, phone systems installation

Offered Services: PC Tune up, Remove System Clutter and Computer repairs

Trained, coached, and mentored Service Desk technicians and other new agents

ATI Career Training Center, Oakland Park, FL 2010 - 2011

ATI has more than 35 years of experience providing quality education to adults seeking to improve their lives through better career training and professional development.

Instructor, Business & General Education

Provide education and instruction to a diverse range of students, utilizing multiple instructional and teaching methods (lecture, hands-on demonstration) according to ATI’s standards of professional and educational excellence.

Performed as life coach and mentor for all students, leveraging experience and technical expertise to advise on life success strategies and personal and educational goal setting.

Assisted General Education/Business Program Chair with scheduling students, auditing programs, syllabus design and other responsibilities.

Advised students on their program track, career future and educational advancement.

Scheduled classes instructors

Ensured that fellow instructors maintain the highest level of professionalism

Taught both Business and general education classes

Built lesson plans and test banks geared towards student success and learning

Instructed students on an introductory to advanced level: Business Communications, Technical Mathematics, Customer Service, Career Planning, Microsoft Office Applications (MOUS), Introduction to Computer Essentials, Computer Repair and Technology, Business Management, Management Information Technology (Business Students).

Educational Advancement, Keller Graduate School of Management – DeVry University, FL 2007-2010

Full-Time Graduate Student (Focused on Academic Advancement)

Education & Professional Development

DeVry University’s Keller Graduate School of Management Online Program

Master of Science, Information Systems Management (2011)

Project Management/Security

American InterContinental University, Weston, FL

Bachelor of Science, Information Technology (2005)

President, Information Technology Club

The Academy of South Florida, Fort Lauderdale (2013)

IT Certification Program

MCTS/MCITP Server 2008

Management and Strategy Institute (2015-2016)

Lean Six Sigma White Belt Certified

Design for Six Sigma Certified – 1132570

Six Sigma Green Belt Certified – 1132530

Project Management Institute

CAPM - Certified Associate Project Management (In Progress)

Taylor & Francis Group (2015)

Advanced Presentation Skills Influencing Skills

Glenn Payne

North Lauderdale, FL 33068 954-***-**** 954-***-****

ac0d67@r.postjobfree.com

Professional Skills Profile

Education:

oM.S. Information Systems Management w/Concentration in Project Management, DeVry University’s Keller Graduate School of Management (2011)

oB.S. Information Technology, American InterContinental University (2005)

oLean Six Sigma (White Belt)

oMicrosoft Certified IT Professional Server 2008, The Academy of South Florida (2013)

Project & Operations Management: Experienced in leading staff, managing deadlines, and juggling multiple priorities with excellent results. Experience in strategic and long-term organizational planning and the reorganization needed to successfully implement those plans. Proficient in reporting and statistical analysis using Excel and other tools. Knowledge of six-sigma and lean programs.

Communication: Strong written, excellent communication and interpersonal skills. Adept in writing training manuals, releases, research reports and website content. Accomplished author of “The Living Word Series” an inspirational book. Experience in public presentations and speaking to audiences up to 200, as well as communicating and collaborating with groups and individuals of diverse interests and backgrounds. Handled communications with end-users via Corporate Communications, IT web portal and Network Operations emergency notifications.

Leadership: Motivating, innovative, and organized. Ability to lead large group discussions, facilitate workshops, meetings, conciliation circles, and orientations. Highly skilled at group- based project creation, collaboration, strategy, and execution within professional corporate settings. Teamwork experience includes collaboration with individuals as well as organizations.

oAntigua Barbuda Int’l Institute of Technology (1999-2003): Instructed students in the use of the University’s network, providing hardware and software support and training to the student base each quarter. Followed procedures related to the identification, prioritization, and resolution of end user incident and service requests, including the monitoring, tracking, and coordination of Service Desk functions.

oAmerican InterContinental University: Managed a group of Student workers, conducted training on various software tools, daily work processes, customer service and ensuring the standards are being put in place.

oThe Enrichment Center: IT/AV Manager, responsible for overseeing the Audio/Visual department, handling staff meetings, training and creating workflow charting, and ensuring all new staff are adequately trained. Key attention to constant goals to increase in production and service flow.

Computer and Technology Competency: Excellent computer aptitude with over 10 years’ experience in various environments. Proficient in, SQL, PowerPoint, all of Microsoft Office Suite: Excel, Word, Access, PowerPoint and Publisher. Working knowledge in user administration, user and desktop group policy management, administering rights and access in AD; resetting passwords; establishing e-mail addresses; assessing and reporting operational status. Manage the processing of incoming requests into the Service Desk via telephone, e-mail, portal and live chat, to ensure courteous, timely, and effective resolution of end user issues.

Personal Capabilities: Self-starter, highly motivated; an independent worker and effective in group settings. Open flexibility and able to travel for work related projects and training.

Customer Relationship Management: Achieved 3 consecutive quarters for outstanding customer service excellence and provided leadership with recommendations to implement best practices.

Training: Experienced trainer, coach, and mentorship program designer within professional environment, user and other junior staff; as well as coordinated training and coaching efforts with managed services providers.

oThe Answer Group (6 months): Offering Technical and customer support services

o

Helpdesk Support: Over 10 years of helpdesk experience in offering both customer and technical service. Working knowledge and experience with desktop and server operating systems, data networks and enterprise-level systems. Created and maintain documentation and training manuals for Service Desk staff and end-users. Identified, recommended, developed, and implemented end user training programs to increase computer literacy and self-sufficiency.

oAntigua Barbuda Int’l Institute of Technology (1999-2003): Experience with desktop and server operating systems, data networks and responsible for offering service to 1000+ students, faculty and Staff. Manage the processing of incoming requests into the Service Desk via telephone, e-mail, portal and live chat, to ensure courteous, timely, and effective resolution of end user issues. Coordinate hands-on services at the desktop level, including installing and upgrading software, installing hardware, desktop rollout projects and configuring systems and applications. Monitor and test fixes to ensure problems have been adequately resolved.

oThe Answer Group: Offering Technical and customer support services

oTera Digital Publishing: Assisted in the development and troubleshooting for vendors/users within the publishing arena.

oApple: Perform troubleshooting, technical resolution, network and hardware optimization. Assist customers of various technological levels with installations, product recommendations via phone and remote connection. Log all calls in call tracking system, creating detailed, accurate entries.

oEmbraer Aircraft Holdings: Identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Troubleshoot and resolve software, hardware, printer, network issues by actively listening to the caller and asking appropriate questions to build a solution. Provide technical assistance and solutions to a diverse range of users, utilizing multiple standards of professional and technological excellence.

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