Freddy L. Wade
Fultondale, AL 35068
Phone: 205-***-**** E-mail: email@example.com
Experienced technical and communications support professional with successful management, development, sales and training experience in telecommunications, insurance and healthcare industries. Outstanding communication and interpersonal skills. Experienced in effective time management. Knowledgeable of budget development and management processes; successful in implementing a variety of broad scope cost-saving measures.
8/2016-5/2018 Motion Industries via Matrix Resources
Contract Technical Analyst, System Support Center. Duties include second level call center problem resolution of hardware, software, printer, server, network problem management/problem resolution, VOIP management/problem resolution.
4/2013-7/2016 Southern Company/Alabama Power via CCCi Consultants
Contract Technical Analyst, IT Service Center. Duties include call center problem resolution of hardware, software, printer, server, print/print server issues.
6/2012-4/2013 University of Alabama at Birmingham
Technical Analyst, AskIT Help Desk. Duties include call center problem resolution/assignment. Primary contact for Education and Health Services users for all technological problems. First line of problem resolution for hardware, software and network problems.
8/2010 – 6/2012 TMX Holdings, Inc.
General Manager. Duties include on-demand management of 16 stores across four counties. Responsible for ongoing profitability of stores. Manage 3-5 staff marketing and processing consumer loans. Responsible for marketing and metrics used to trend and set marketing directives. Implemented creative and unique action plans, increased marketing plans 600%. Increased collection actions 300%.
4/2009 – 1/2010 Regency Healthcare Group, Brentwood, TN & Birmingham, AL
Technical Support Specialist, interfacing with 600+ employees in 28 locations. Duties included implementation and resolution of a variety IT support issues including telephones, internet, VOIP, wide area network and company intranet. Provided problem resolution support for all software programs across corporate platform. Assisted with set-up and “go live” of new office locations against very tight deadlines. Liaison to multiple hardware/software and telecommunications providers. Provided management of hardware and telecommunications vendors.
5/2008 – 1/2009 Mass Mutual Insurance Corporation; CornerStone Assoc., Birmingham, AL
Responsible for hardware and software purchases, installation and training; network hardware and software acquisition, installation, security and maintenance as well as user and server administration. Provided hardware, software and peripherals installation and problem resolution. Responsible for training and support of 50+ associates. Technical liaison between Birmingham location and corporate office in Massachusetts. Managed telecommunications administration. Managed third tier problem resolution and telecom vendors.
9/2006-6/2009 Quick Response Services; Birmingham, AL
Sole Proprietor –provided contract Information Technology services to small businesses and individuals; provided building and renovation services to area realtors, real estate companies and individuals.
10/1994 – 8/2006 Protective Life Corporation, Birmingham, AL
Technology Manager and Consultant – Effectively managed $500k technology budget for five cost centers operating under budget each year. Created and implemented analysis tools for executive management while tracking progress of multiple projects. Saved $35,000+ annually managing hardware and software procurement. Negotiated and managed software licenses and maintenance agreements, eliminating redundancy, saving the organization $5,000+ annually. Consultant to executive management regarding technology needs, negotiating reduced purchase and service costs. Team leader in implementing cost-saving video conferencing equipment, significantly reducing corporation travel costs
Business Analyst – Liaison for intra-departmental disciplines coordinating cross-functional teams and budgets. Analyzed, developed and managed technical needs inter-departmentally and communicated needs to developers and executive management. Effectively managed business and technology process development including coordinating and driving development of technical projects across multiple departments.
Training Manager – Developed, delivered and managed technical training for organization (2000+) with staff of two trainers. Managed e-learning and implemented distance learning via video conferencing. Initiated self-paced learning program and established self-paced learning library accessible to all employees. Designed and coordinated construction of learning labs. Provided effective custom one-on-one learning and user support. Managed training and education vendors.
Bell South Corporation, Birmingham, AL
Held positions including System/Database Administrator, Project Manager, Marketing Representative, Training Developer & Coordinator and Computer Literacy Program Director. Developed, delivered and managed end-user training for marketing staff. Managed on-line and self-paced learning initiatives for 200 users. Analyzed and managed sales incentive payout data. Coordinated system maintenance and upgrades, maximizing efficiency and reducing costs. Spearheaded migration of telemarketing sales offices to server technology to increase sales volume and lower administrative costs. Managed Marketing Compensation System. Managed marketing co-op students.
OTHER ACCOMPLISHMENTS / COMPETENCIES
Training and Development
Experienced in effective design, implementation and execution of a variety of training programs for as many as 2,000 users. Designed and delivered marketing training to 200-person marketing department. Created step-by-step job aids for more multiple topics resulting in individual user time savings of up to 2 hours. Established on-line and self-paced user tools and library for a variety of training programs and topics.
Management / Project Management
Experienced in effective implementation of a variety of advanced technological programs such as video conferencing and multi-media equipment. An effective expense manager. Spearheaded renovation and construction of computer training labs, achieving cost savings of $1,000 per PC, $10,000 for audio visual equipment and total savings of $26,000 on video conferencing implementation. Savings of $20,000 realized in computer training lab renovation and construction by using existing equipment. Efficient management of $500,000 technology budget. Consolidation and management of multiple software and hardware license, maintenance and equipment fees. Experienced with needs analysis and vendor selection to optimize project effectiveness and cost savings. Negotiated corporate purchase agreements for major hardware and software purchases and/or upgrades. Provided hands-on maintenance, thereby eliminating vendor service charges and multiple vendor agreements. Eliminated security liability by implementing off-site data backup and network security audits.
Sales and Marketing
Achieved 144% of quota in start-up sales department in twenty-four month time frame. Functioned as sales ambassador to thirteen business offices in nine states, promoting team selling approach and product cross-selling to increase sales. Provided sales support and problem resolution for telemarketing sales offices in two markets simultaneously. Sole proprietor of business assisting area realtors in resolution of final inspection and real estate closing requirements as they relate to home / business repair and maintenance.
Education / Training
Management training – Leadership Models, Business Management, Dealing with Change, Collaboration, Problem Solving
Workshops – Communication Skills, Effective Listening, Non-Verbal Communications, Diversity Training, and Time Management, Presentation Training, Anti-Fraud Training, Anti-Trust Training
Education – University of Alabama, Tuscaloosa – Communications and English concentration