IT Operations Manager
Resume:
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 linkedin.com/in/john-crawford1387 TECHNICAL SKILLS
Operating
Systems
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
Technology
Security Virus Protection, Maintenance,
Monitoring, Backup Management, Disaster
Recovery
Project
Management
Project Schedules, Work Breakdown
Structures, Project Budgets, Critical Path
Diagrams
SKILLS
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
Courses
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WORK EXPERIENCE
11/2006 – 03/2016
Operations Manager
T-Mobile
Atlanta
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
T-Mobile
Atlanta
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
T-Mobile
Tampa
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
Tampa
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.
Achievements/Tasks
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WORK EXPERIENCE
03/1997 – 04/2000
IT- System Engineer
TSI
Tampa
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
T-Mobile
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
Certification
Courion
Achievements/Tasks
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