Edward Adams

**** * ****** *** 520-***-****

Tucson AZ 85730 ac1zfq@r.postjobfree.com

CAREER OVERVEIW

IT Professional with 15+ years experience in high paced, customer focused environments. Areas of expertise include desktop support, team building, project management, implementation, deployment, training, and documentation.

SKILLS PROFILE

Excellent written/verbal communication skills

Team building/leadership

Strong analytical skills

Vendor/Client relations

Customer needs assessment

Telecommunication and network wiring

Extensive knowledge of desktop, server and network hardware support

ACCOMPLISHMENTS

Managed and planned the build out of IT infrastructure for new 325 seat inbound call center.

Explored and researched compatibility of new software and installed with existing systems saving the organization $50,000 in licensing costs.

Planned and coordinated all IT needs for 350 workstation expansion of existing location.

EMPLOYMENT HISTORY

IT Manager Feb03 – Feb 12

APAC Customer Services Tucson, AZ

Provided continued maintenance and support of IT infrastructure using ticketing system to track and update desktop, server, network and telecom issues.

Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.

Reduced service ticket requests by 15% by creating documentation and training for end users on system applications including operating system, office products and in-house applications.

Served as advocate for end-users and clients, performing tests and problem analysis for server, desktop, network and telecommunications teams.

Provide guidance and training to members of IT Support teams.

Worked with clients to analyze computing and network needs and installed appropriate solutions within each organization.

Designed, documented and executed appropriate standard operating procedures (SOP) including system upgrades, patch management, change controls and IT policies.

Evaluated software/hardware and developed recommendations for technology solutions to meet business requirements.

Technical Support Contractor Oct 01 – Jan 03

Adecco Technical Tucson, Az

Served as operating system/hardware expert, providing technical support for Clients.

Ensured network, system and data availability and integrity through preventative maintenance and upgrades.

Provided documentation on start-up, shut down and first level troubleshooting of processes to client staff.

Test Engineer Aug 00 – Aug 01

OAO/IBM Tucson, AZ

Responsible for testing design specifications, key components and features of core product.

Created documentation on methods and plans for product testing.

Consistently met deadlines and requirements for all test plans.

Provided daily support of test lab to ensure staff had necessary tools to perform required tasks.

LAN System Administrator Mar 99 – Aug 00

Tucson Unified School District Tucson, AZ

Coordinated and led roll out of 1500 new workstations and 250 network printers across enterprise.

Provided Tier 3 support for western region of district containing over 30 schools.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Provided training to school IT personnel through workshops and coaching.

EDUCATION

College

Pima Community College –Associate Degree (Business)

Northern Arizona University – Bachelors (Business Management)

Certifications

A+

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