Sign in

Helpdesk Manager

Dalton, Georgia, United States
January 20, 2018

Contact this candidate

John Aldrich

**** ****** ****** *****, *******, GA 30710 Cell: 706-***-****

Summary of Qualifications

A highly dedicated and results-oriented information technology professional with an extensive record of experience in technical support, system installations and upgrades, server builds and administration, network setup and administration, vendor and contractor management, telecommunications technologies, and hardware support. I am an analytical and detail-oriented problem solver who ensures the effectiveness of business-critical systems.

Professional Experience

Supervision and Training

●IT Manager at Blue Ridge commercial Carpet from 2007-2011 – Managed network of approximately 150-200 PCs, two Windows Servers and 1 AS/400

●Administered AS/400 including creating new menus and menu options in AS/400, as well as scheduled reports

●Managed Active Directory including adding new PCs, new users

●Managed Exchange 2000 Server --- Created/deleted mailboxes, etc

●Built & Managed Blackberry Enterprise Server – Created new Blackberry users, managed licenses

●Supervised EF&I (Equip, Furnish & Install) vendors performing jobs for Windstream – Approved invoices, verified work was Windstream Standards.

●Supervised Contract installers at Windstream

●Worked across departments to get projects completed in a timely fashion –pushed DSLAM projects through by reaching out to each department.

●Managed NEC PBX Voicemail system

●Managed the emergency replacement of phone system

●Negotiated Web Design and Hosting

Computer Skills

●Worked with ticketing systems such as JIRA/Confluence, Remedy, Spiceworks, etc

●Managed Cisco Firewall, including adding/removing VPN users

●Replaced PIX firewall with ASA

●Reconfigured DOS application to work as a shared app across the LAN for small business

●Performed new machine setup for customers (Windows 7 & Windows 10)

●Deployed first Active Directory in company.

●Worked to troubleshoot and replace Kronos biometric time clocks

●Administered Kronos Workforce Central & biometric clocks

●Increased bandwidth between two buildings by 1,000% -- Upgraded fiber link to GigE from 10 Mbit.

●Created print shares on Windows 2008 R2 server

●Created login scripts for users – Automatically mapped drives, etc

●Removed MALWARE from various flavors of Windows as Freelance IT Professional

●Set up new personal printer for clients. Added to Windows & iPad

●Repaired Intermec ticket printers – Replaced drive belts, print heads, changed IP address on printers

Budgeting and Fiscal Management

●Saved around 30% by switching to 3rd party optics where possible

●Reduced printer cost by 50% by switching to network printers

●Wrote jobs to install new DSLAMs, including materials and labor

●Standardized desktop PCs to one brand, model, and operating system

●Managed printer leases

●Negotiated contract for new fiber internet to remote office

●Saved money on AS/400 terminals. Created terminals from old PCs by installing Linux and a freeware terminal app

Recent Projects:

●Installed printer for customer

●Repaired permissions on shared app

Work History

Freelance IT, Self-Employed, Dalton, GA January 2011-Present

On-call IT for home & small business in the local area.

●Removed Malware from various flavors of Windows

●U new machine setup for customers (Windows 7 & Windows 10)

●Set up new printers

●Created shares across the network for a small business

●Troubleshot shared application issues

Sales Engineer, Champion ONE, Beachwood, Oh July 2017 - September 2017

Sales support, subject-matter expert -- Remote

●Advised existing customers of new Champion ONE products

●Examined the needs of prospective customers to promote Champion ONE equipment

●Trained current customers in approved Champion ONE equipment

Project Engineer, Windstream Communications, Little Rock, AR Sept 2014 - June2017

Created & managed DSLAM upgrade/replacement projects. Average job budget was $30-50,000. A few projects went over $100,000.

●Reviewed suggested plans for DSLAM upgrades.

●Wrote jobs to order equipment and labor for DSLAM upgrades.

●Coordinated contractors installing new DSLAMs.

●Reached out to new vendors to review potential savings over existing vendors

●Reduced expenses on optics by around 30% by using 3rd party optics

●Supervised EF&I vendors performing jobs for Windstream.

●Coordinated transition of projects from one EF&I vendor to another.

●Collaborated with coworkers on technical and non-technical issues.

●Maintained good working relationships with vendors.

●Worked across departments to quickly complete projects.

Contract Engineer, Luffman Byers Telecom, Dalton, GA March 2012 – Sept 2014

Created & managed DSLAM upgrade/replacement projects

●Designed and oversaw installation of new CO DSLAMs and transport gear.

●Supervised contract installers to ensure timely completion of work.

●Collaborated with coworkers on projects as requested.

●Worked across departments to quickly complete projects.

IT Manager, Blue Ridge Commercial Carpet, Ellijay, GA March 2007 – September 2011

Overall in-charge of all telephone, email, website, firewall, printers, etc

●Deployed first Active Directory in company.

●Standardized desktop PCs to one brand, model, and operating system.

●Administered AS/400 including creating new menus and menu options in AS/400.

●Reduced printer cost by 50% by switching to network printers

●Upgraded network to GigE between network hubs from 10 Mbit to Gigabit to increase connectivity

●Increased bandwidth between two buildings by 1,000%

●Managed workgroup printers

●Managed printer lease agreements

●Worked to troubleshoot and replace Cisco firewall

●Worked to troubleshoot and replace Kronos biometric time clocks.

●Negotiated new fiber internet and voice for a remote office.

●Negotiated Web Design and Web hosting agreements

PC Tech, Fast Teks of Chattanooga, Chattanooga, TN October 2006 – February 2007

On-call tech support for home and small business in the northwest Georgia region.

●Upgraded machines

●Installed wireless routers,

●Removed viruses and spyware from client computers.

Helpdesk/LAN Administrator, Covista communications, Chattanooga, TN March 2001 – June 2006

Tech support for a call center facility including multiple departments.

●Managed approximately 160 call center PCs, numerous other machines including CEO & other employee PCs

●Built Ghost server, created Ghost images for call center PCs, and imaged PCs for various departments in call center.

●Assisted in building file server for company.

●Built VPN server and BlackBerry Enterprise Server.

●Managed Exchange server and set up new Active Directory accounts.

●Made house calls to collection department head to assist with working from home.


Cert. CompTIA A+ Training Class

July 2001

New Horizons Computer Learning Center, Chattanooga, TN

B.S., Mass Communications, Concentration: News / Public Affairs

May 1989

University of Tennessee, Knoxville, TN

A.A., General Transfer

May 1986

Cleveland State Community College, Cleveland, TN

References for John Aldrich

Brandon Kersey

Engineered Floors (former supervisor at Blueridge Carpet)


Roger Waddell

PC Hardware Depoloyment Manager at Mohawk Industries

I worked for him as a contract PC Tech before Luffman Byers


Kevin Pettyjohn

Chadwick & Associates Management Systems

AS/400 programmer -- worked with him at Blue Ridge Carpet


Gerald Rowland

Former co-worker at Windstream


Mike Harrison

Friend & former supervisor at HTS/Chattanooga Online


Chuck Pleasant

Former co-worker at Windstream


Don Tate

Customer & Owner, Supply of Dalton


Darren Self

Friend from church

Sales Agent, Answer Financial Insurance


Contact this candidate