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IT Operations Manager

Dacula, Georgia, United States
December 13, 2018

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John Crawford

Application Support Specialist

Use my training and experience in technical and management fields to help my employer to achieve key objectives in the IT industry, and to continue furthering my education to benefit myself, family, and work environment. 678-***-****

2564 Apalachee Run Way Dacula, GA 30019 TECHNICAL SKILLS



System Administration, Windows Server

2016, Windows Server 2012, Microsoft

Windows 10, Windows 8, macOS, Linux,

Oracle, UNIX, Android, iOS

Hardware Assembly, Maintenance, Peripherals,

Printers, Drivers, Troubleshooting

Software Installation, Debugging, Microsoft Office 365, Microsoft Azure, Remedy,

ConnectWise, ServiceNow, Adobe Golive,

Adobe Photoshop, Adobe Premiere

Networks Configuration, Servers, Routers, TCP/IP

Socket Programming, SQL, LAN


Security Virus Protection, Maintenance,

Monitoring, Backup Management, Disaster




Project Schedules, Work Breakdown

Structures, Project Budgets, Critical Path



Verbal and Written Communication Leadership Critical Thinking Teamwork Attention to Details Problem Solving Planning Communication Skills Contract Negotiation Decision Making Adaptability and Flexibility Time Management Technical Documentation Troubleshooting Prioritization EDUCATION

01/2017 – 11/2018

Associate in Applied Science Degree in Networking Specialist, Microsoft Concentration option Gwinnett Technical College

Summa Cum Laude 4.0 GPA

Network Administration Cisco Network Fundamentals

Systems Analysis & Design Cisco Routing Protocols & Concepts Microsoft Server Directory Services Microsoft Server Infrastructure Microsoft Server Administrator Microsoft Client


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11/2006 – 03/2016

Operations Manager



Led teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results. Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in rapidly evolving global business environments.

Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures. Provided expertise in data storage structures, data mining, and data cleansing. Coordinated and implemented change control processes in accordance with BI best business practices. 10/2004 – 10/2006

Application Support Analyst



Responsible for technical support of Business Intelligence applications and systems used by T-Mobile employees, utilizing computer software and other resources to provide production support. Accountable for the intake of new applications to the Business Intelligence Operations team. Influential in the development and rollout of documentation and problem-solving procedures used by the department. Serve as an escalation point for difficult problems and complex inquiries for my team and peers. Resolve day-to-day support issues ensuring effective and timely resolution. Handled support tickets with software and hardware vendors, evaluated, determined root cause, collaborated with internal and external technical support to ensure 100% problem resolution. 07/2000 – 10/2004

IT- Help Desk Supervisor



Manage Help Desk staff of 16 Help Desk Professionals who are responsible for supporting over 25,000 T-Mobile internal employees. Successfully developed and implemented call quality program to Help Desk staff. Was instrumental in the integration of three regional Help Desks into one National Help Desk. Diagnosed successfully and resolved hardware and software issues on User workstations and Servers. 04/2000 – 07/2000

IT- Help Desk

Tek systems / T-Mobile


Documentation of software/hardware failures for problem determination. Troubleshooting of software/hardware failures and updating of documentation to resolution.

Was influential in documenting troubleshooting procedures and practices involving the application support teams, and new applications being rolled down to the Help Desk.

Assisted in the training of new team members.





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03/1997 – 04/2000

IT- System Engineer



Provided PC and laptop support for remote users.

Responsible for the installation, repair, and preventive maintenance of all Document Management servers and workstations. Provided hardware and software technical support for a 200+ user environment running Windows NT/98. Troubleshot errors and system failures for a Windows 95, Windows NT, and Windows 2000 Workstation environment. CERTIFICATIONS & COURSES

PC Repair and Network Technician

Gwinnett Technical College

ITIL v3 Foundation


IT Project Management

American Management Association

Leadership for Supervisors

American Management Association

Help Desk Support Manager Certification

Help Desk Institute

Certified Help Desk Manager

STI Knowledge

Certified Help Desk Professional

STI Knowledge

PasswordCourier and ProfileCourier Administrator




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