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Technical Support Engineer and Manager

Location:
Houston, Texas, United States
Posted:
April 04, 2018

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Resume:

Profile

Talented and accomplished IT management professional with demonstrated success and strong aptitude to increase reliability, maximize productivity, and introduce system efficiencies. Expertise in overseeing technology improvement initiatives and aligning services with business goals. Well versed at managing support staff and leading enterprise-wide implementations with a solid background in consulting, project management, and business development. Excellent technical, problem solving, verbal/written communication, and leadership skills.

Contemporary Summary

I am currently leading a support staff comprising two Team Leaders and their respective technicians. Our focus is finite and siloed. I am seeking a leadership position in a broader range of IT support.

Experience

Date of Employment : 1/30/2017

Vantiv

Houston, Texas

Leader –Operations, PC Support

Manage a staff of 15 technicians and 2 Team Leads

Oversee attendance, PTO, and Payroll

Responsible for achieving Call Handling Goals. e.g. handle time, soft-skills

Responsible for achieving Team metrics. e.g. first-time resolution, productivity, SLA, et al

Customer Service and Technical Support oversight of our off-shore support personnel

Training and Career mapping/advancement

Gather, Consolidate, and Disseminate Intra-departmental priority information affecting CS and Tech staff members

One of the senior administrators of our proprietary account management, processing, and customer interface application (RAFT/IQ)

Lync Group Chat Administrator

Experience

Date of Employment : 10/1/2015

Regent Technology Services

Houston, Texas

Manager, ICT Consulting

Facilitate Information and Communications Technology services to all external clients

Create and manage service contracts and SLA’s

Hire, train, and direct daily operations for all support staff

Oversee Infrastructure design, implementation, and support for client networks, including virtual technologies e.g. Hyper-V and VMWare

Engage and liaise with client IS vendors and other service providers

Other ad-hoc technology requests from external clients

Experience

Date of Employment : 9/23/2014

Arrow Child & Family Ministries

Houston, Texas

IT Network Administrator

Manage Active Directory across multiple domains

Manage the development, implementation, installation, and operation of information and functional systems for the ministry

Ensure data security, and compliance with legal regulatory provisions

Provide support to end users in the selection, procurement usage and maintenance of software programs and hardware

Provide end user computer support as needed

Manage computer operation scheduling, backup, storage, and retrieval functions

Troubleshoot and correct computer and network equipment problems/malfunctions

Maintain phone systems and voice mail for all Texas and California Offices

Develop, maintain, and test disaster recovery plans

Shares/transmits the mission and vision of Arrow Child & Family Ministries to staff and to clients and families served

Perform all duties within contract, state and federal regulations, Arrow policy, HIPAA, and COA standards

Design and coordinate Infrastructure implementations on all new office locations

Experience

Date of Employment : 8/31/2008

University of Texas MD Anderson Cancer Center

Houston, Texas

Manager of Server Applications

Direct daily operations of support personnel

Ensure business continuity through availability of high-profile applications

Management, maintenance and growth planning of NetApp Filer

Support Virtual Server environment for Training division

Responsible for employee evaluations, budgeting, training and staffing

Professional Education

George Washington University Washington, D.C.

Certificate of Completion, Systems Integration Project Management



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