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Service Technical Support

Birmingham, Alabama, United States
February 20, 2018

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Professional Summary

Seasoned technology executive with broad background that includes defining strategy and vision, workflow systems trouble shooting, requirements gathering, server and user administration, process and solution development, technology identification and project management.

Over 20 years of experience supporting and maintaining Mac OS workstations including almost two years Mac OSX Server.

Supported end users for Mac and PC including physical moves, imaging and software/hardware installations.

Certified Dell DCSE Foundation 2010 Portables (Master) DCSE Foundation 2010 Desktops (Master) DCSE Onsite Troubleshooting Microsoft Windows 8 Microsoft Windows 7 Desktop Administration (Proficient) Technical Help Desk (Proficient) Hewlett Packard Desktop Experience Tier 1 & 2 Lexmark Printers Lenovo Think Notebook Lenovo IdeaPad Notebook Lenovo IdeaPad Systems Hardware Service Training Lenovo IdeaPad Systems Service Training Basics Lenovo IdeaCentre Systems Hardware Service Training Lenovo IdeaCentre Desktop Lenovo Notebook Systems Hardware Service Training Best Practices Lenovo Notebook Systems Hardware Service Training Technology and FRU/Service Training

Professional Experience

RxBenefits, Inc. Birmingham, AL (9/18/17-1/19/18)

Eligibility Analyst

•Administer the exchange of eligibility data between clients, PBM’s, and other 3rd parties.

•Administer the exchange of claim data between the PBM’s and clients or 3rd parties.

•Research data and member related issues.

•Receive calls from both internal and external customers regarding data file issues.

•Assist with operational aspects of implementing changes to existing clients

•Serve as a resource to others.

•Track projects to ensure that data files are received and processed on-time.

State of Alabama, Department of Finance, Information Systems Division (ISD), Mainframe Systems Software Support (MSSS) Montgomery, AL (7/01/14-7/22/17)

Mainframe Systems Software and Support Analyst

•Assist with the maintenance of the MSSS disaster recovery (DR) documentation and plan in order for mainframe to remain operational and available for state-wide users

•Determine, maintain, and monitor equipment as well as disk image loading located at the Satellite Disaster Recovery Location

•Assist with the interface between lSD Help Desk, MSSS staff and mainframe users with assignment of requests and report generation for management review

•Assist with the maintenance of MSSS production documentation process via the CICS application Departmental Systems (DSY)

•Assist with research and solution determination in regards to questions/requests by users and other technical support personnel

•Assist with establishing and maintaining a mainframe Linux environment supporting 2 servers used for production and DR environments

TEKsystems/BlueCross/Blue Shield, Birmingham, AL (2/17/14-5/22/14)

Workstation Configuration Technician

•Provide customer break fix/software support for designated equipment – Hewlett Packard Desktops and Portables – Apple Macintosh Desktops and Portables

•Windows 7 Desktop Administration

•Accepting, delivery and closing of all service calls assigned via web portal

•Completion of all administrative tasks associated with each service call

•Responsible for control and return of assets and inventory

WorldWide Tech Services, Tewksbury, MA (4/22/13-2/17/14)

Field Specialist

•Provide customer break fix support for designated equipment - Dell Desktops and Portables - •Windows 7 Desktop Administration – Apple IBM - ITI, Service Center Team (SCT) & WarranTech servicing Vizio – Sharp – Sony Televisions – Lexmark Printers

•Accepting and delivery of all service calls assigned via web portal

•Completion all administrative tasks associated with each service call

•Responsible for control and return of assets and inventory

•Provide functional guidance to colleagues

HealthSouth Print Solutions, Birmingham, AL (7/1/07-8/30/12)

Workflow Systems Manager/Graphics/Prepress and Production/Web-to-Print Technician

•Workflow Systems Manager overseeing web to print administration.

•Duties include administering web stores for corporate and offsite facilities for the purpose of ordering all forms, business supplies, marketing materials, and promotional products.

•Utilized proprietary software, Printable Solutions Suite (, with its integrated products, specifically FusionPro Web and FusionPro Desktop.

•User technical support for Mac and PC.

•Used Remedy technical support ticketing system for user issues.

•Assisted in physical computer moves, along with phone, fax and printer setup.

•Designed templates for all forms and Marketing Materials.

•Developed technical user manual for administering sites.

•Developed wufoo feedback for ordering, product requests, and user issue inquiries.

•Assisted with automation from product ordering to print.

•Provided Customer Service for over 200 facilities within the network of providers.

•Worked with Print Solutions team members, HealthSouth Hospital Managers, and Regional Marketing Directors to gather requirements for optimal ROI and business solutions.

•Facilitated web training for users and facilities, as well as Regional Marketing Directors.

MailSouth, Inc. (MSpark), Helena, AL (6/3/02-6/30/07)

Graphics/Prepress and Production Technician

•Graphics file trouble shooting on Mac and PC.

•Administration of MAC OSX 10.4x Server for fifteen users.

•Digital prepress production including laser, color, and film.

•Media output trouble-shooting and problem-solving.

•Responsible for customer file acquisitions via email and file transfers.

•Installed and maintained server software and updates.

•Setup incremental and redundant backup system for continuous protection of data loss and server downtime.

•Orchestrated the transition from Macintosh OS9 systems to OSX for fifteen users, by facilitating user set-up and permission assignments; accomplished with limited interruption of design production and successful transition to state-of-the-art technology.

•Consulted with Graphics/Prepress management to identify the proper technology and equipment to lead the department into the next phase of company growth, anticipating increase in users and hardware/software acquisition with minimal costs.

•Directed Prepress department in all software and hardware installation for fifteen to twenty users including support for all installed software programs (Adobe Design Suite, Quark Xpress, Suitcase Fusion).

•Developed basic Pre-press Technical manual. In so doing, streamlined policies and procedures to reduce production time between Account Services and Graphics.

•Developed multiple production flow print services for low-res, high-res and press-ready print products.

•Maintained font management for twenty users, by reducing redundant font usage for multiple clients. Accomplished over a four-week period working with over 1500 font families.

•Worked with IT department to develop company-wide interface for Prepress and off-site print facilities to receive files and maintain print integrity due to high volume of transmissions (FTP, CD, DVD).

Alphagraphics, Hoover, AL (1998-2002)

Design Services Specialist

•Digital prepress production including laser, color, Imagesetter and film.

•Database trouble-shooting and problem-solving.

•Off-site customer service in pre-press issues.

•Pre-press analysis using pre-flight.

•Responsible for customer file acquisitions via email and ftp.

•Assisted in initial customer on-line ordering through the corporate website.

•Set-up Design Services area of Alphagraphics franchise. Involved in build-out including computer, network and print setup.

•Configured Windows and Macintosh computers for area.

•Established network transfer of graphic files for Direct-to-Plate imaging.

•Consulted with management on graphics production procedures.

•Worked closely with in-house press person(s) for immediate adjustment of dpi, trap and ink saturation.

•Direct-to-Plate output.

•Acquisition of customer files (cd, dvd, email, ftp).

•Graphics design of business supplies (business cards, letterhead, etc.), brochures.

Automotive Service Consultants, Birmingham, AL (1990-1998)

Corporate Communications Specialist

•Creative Project Manager for media production including presentations, brochures, sales pieces, training manuals, facilitator guides and customized service menus for the automotive industry.

•Designed Microsoft Access database for project management and cost analysis.

•Designed and developed automobile dealership service department “Service Menus”, for both domestic and foreign automobile manufacturers. Created information sheet for each dealership in to obtain specific information. Originally shot automobile photos using a PMT camera and. Produced all stripping and paste-up work for off-site printing.

Teamed with Service Consultants Management to develop automobile service, financial and collision training manuals and facilitator guides for efficient presentation and instruction.

Technical Skills

•Apple/Macintosh Administration/MS Windows Technical Support/Graphics Design/Pre-Press/MS Office/Advanced Adobe Creative Suite/Project Scheduling/Creative Project Management/Web and Digital Design/HTML/CSS


Samford University

B.A. Journalism / Mass Communications 1988

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