Help Desk, Support
Resume:
Daniel L Parfitt
Sunrise, Florida *****
***********@*****.*** https://www.linkedin.com/in/daniel-parfitt-8857771b/
IT Help Desk
Proven leader with a track record of reengineering cost effective, high performance technology solutions to improve asset performance, operational efficiencies and reduce expenses. 20 years experience in Information Technology, hospitality, travel and call center applications. Consulting Mid to Upper Management providing sound IT solutions improving sales, services and customer experience, many times thinking “Outside the Box”.
VOIP Voice Over IP NAS Network Addressable Storage IBM Server
ACD Automatic Call Distribution Disaster Recovery and Backup Voice Mail
Cost Reduction DNS Domain Name Service Document Imaging
Office 365 Project Management Exchange Server
AD Active Directory Contract Negotiations Strategic Planning
Customer Service Telecommunications Website Management
HIGHLIGHTS OF ACCOMPLISHMENTS
Leveraged existing business to lower telecom rates resulting in an estimated annual cost reduction of 20%.
Managed office IT infrastructure moves with no down time for 100 plus workstations, 23 servers and routing of over 50 toll free numbers.
Migration of 200 plus users from Exchange server 2003 to Office 365.
TECHNICAL SKILLS
Operating Systems Windows Workstation XP, 2007, and 2010
Server Systems 2003, 2012 R2, IBM OS400, Exchange, Office 365, Terminal Server
Servers HP/Compaq, Dell, IBM
Applications Word, Excel, Access, PowerPoint, Outlook, Vision, Dreamweaver, Adobe
Backup Software Evault Software Central, Tapeware
Backup Hardware NAS, Transporter Appliance, HP 8mm/4mm DAT, Drobo
Anti-Virus McAfee, Symantec End Point, Viper
Telecom Toshiba CIX, Allworx, FortiVoice, Pantera
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PROFESSIONAL EXPERIENCE
Across Oceans Group IT Technical Services 8/2017 – Present
Providing Information Technology support and installation for Across Oceans Group with 16 years experience in the cruise industry. Provides leadership for the continued development of an innovative, robust, and secure information technology environment throughout the cruise industry.
The primary responsibilities for this office encompass a wide variety of strategic technology issues: Provides support for security and technology, delivery of IT infrastructure and services, information security systems and compliance, administrative systems, and client support services.
Bahamas Paradise Cruise Line 7/2002 – 8/2017
Responsible for all technical operations at corporate office and on board the ship. System administration of Office 365, IBM, and all versions of Windows server. Migration of corporate servers to VMWare virtual environment to improve network security and availability. Support hospitality and call center solutions implementation and administration.
System Administrator / IT Help Desk
Worked on migration of Exchange 2003 to Office 365, IT infrastructure moves, and many website integrations providing eCommerce platforms increasing corporate revenue. (DNS) transfers and website deployments. VOIP and Call Center applications.
Office 365 administration performing user adds, moves and changes.
Troubleshoot login and connection issues as needed for network, internet, and phone systems.
Consult management teams making recommendations for IT solutions improving automation of eCommerce systems, sales, services and customer experience increasing revenue.
Coordinate office network build including servers, VOIP phone systems, HA firewalls and switches. Setup and configuration of call center management tools, including call accounting, call reporting automation.
User administration, setup and configuration AMOS, Navision version 4 and Dynamics, and Office 365 Exchange server.
Deployment and administration of NAS, Windows Storage, Drobo and Transporter network addressable storage servers. 5 years experience.
Coordinated the migration of network infrastructure from several cruise ships.
System administrator performing end user adds moves and changes. Print and file server access. Install and configure many third party applications.
Monitor overall system performance.
Administer Toshiba CIX phone system, ACD server, Insight ACD monitoring and reporting systems.
Managed rollout of Allwox, FortiVoice and Pantera Cloud VOIP systems, user training and ongoing administration.
Administer Compleo document server for automated sending of cruise confirmations.
Hub Manager and ADT door security systems.
Work closely with developers implementing Ecommerce integration with various web services.
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Active Directory and Group Policies.
Initiated network backup procedures and eVault backup appliance for disaster recovery.
Administration of Anti-Virus servers and end points. Symantec and Viper
Manage corporate web site. http://www.bahamasparadisecruise.com
Software license compliance.
Assist with many technical operations onboard ship.
Provide customer help desk service and support for many applications.
ChoicePoint Public Records Group 1999-2002
During my employment with ChoicePoint, I received several letters and spot bonuses in recognition of exceptional performance.
Project Coordinator
Projects successfully completed, providing increased employee efficiency, corporate savings, and generate increased annual revenue.
Research using the Internet and other resources to implement many systems automation applications and hardware providing improved customer service.
Writing of business relation documentation, implementation plans, and training tutorials.
Technical lead person, coordinating the successful rollout of projects.
Systems Administrator
Primary job responsibilities include NT and application level administration of servers.
RightFax servers – Primary and remote board servers were completely built and configured. Integration’s developed for several legacy systems.
ProCenter MX Email server – Customer feedback from multiple company web sites routed from Exchange server to call center agent pools to be handled.
IVR (Interactive Voice Response) – System configured to interface with back end Oracle data bases and fax back customer requested documents. Transfer customers to requested ACD groups.
EDMS (Electronic Document Management System) – Alchemy Gold researched and configured for conversion of approximately 500,000 documents to be stored with LAN accessibility.
Intranet Advisory Board – Design and maintain corporate intranet site. Experienced with Dreamweaver, Front Page, and Netscape Composer.
RightNow Web administrator – Also responsible for the research and roll out of this web based customer service application.
MacroVoice Corp 1993 – 1999
Technical Support Lead
Worked with customers and developers providing custom applications and routing of automated attendant.
Traveled extensively providing training, troubleshooting and onsite support for our vendors.
Developed many integration packages for voice mail platform and phone systems.
Provided level 2 technical support via phone and email.
Technical writing of product manuals, user guides and all training materials.
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EDUCATION
Bachelors Degree in Electronics Engineering, American Trades Institute – Ft Lauderdale, Fla.
Course studies include digital and analog electronics, networking, robotics, communications and PC hardware. Graduated on Deans List with > 4.0 GPA and selected Valedictorian of my class.
New Horizons Computer Training Center – Sunrise, Fla.
Windows NT Back Training. Studies included NT server, workstation, and domain.
Hollywood Education Center – Ft Lauderdale, Fla.
Introduction to Oracle; SQL and PL/SQL
Esque Data Center – San Francisco, Ca.
Course of studies include COBOL programming with experience writing several basic payroll and data processing programs.
US Air Force 1975 – 1977 4 years reserve, Primary duties PCB repair, Honorable Discharge
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