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Customer Service Sales

Williamson, New York, United States
April 23, 2019

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Cathy Fisher

Email: **** Lake Road

585-***-**** Williamson, NY 14589


Dynamic, driven, results oriented Information Technology leader with 6 years of experience delivering IT Services in varied enterprise environments. Consistently commended for building business relationships while relentlessly pursuing technology and business goals by uniting team members with diverse roles and geography.


IT Operations Management

People Leadership

Enterprise Support

Service Delivery

Career Development

ITIL Service Management

Global Technical Leadership

Project/Program Management

Solution Design

Excellent Organizational Skills

Process Improvement

Requirements Analysis

Strategic Planning


Customer Service Driven


Leader focused team accomplishments:

oUtilizing contributor skillsets for strategic initiatives

odevelopment focused to promote career growth that parallels group achievements

Business process analysis and improvement

Manage a variety of large scale enterprise-wide projects

oImplementations: IT Services Integrations, acquisition integrations, VoIP Telecommunication Upgrade

oDeployments: Hardware refreshes, Large Scale Network and Hardware integrations for mergers and acquisitions, circuit and SD WAN


System Administrator/Project Management 6/2016-Present

ACM Medical Lab Rochester, NY

Direct and lead day-to-day operations ensuring that service level agreements/expectations are met

Deliver IT Services with multiple teams

Lead team consisting of 4 administrators

Define, implement and continuously improve business processes to increase efficiencies within IT

Create and process workflows for various systems and processes

Manage multiple projects in a complex, enterprise-wide and international environment

Provide subject matter expertise for IT Services integration projects and standing up new accounts

Establish and deliver weekly work reports for team, supplying metric analysis for work completed

Build and maintain strong customer relationships at executive management and all other levels

Act as a single point of contact for client leadership interaction and escalations

Provide leadership, guidance and corrective action for vendor service delivery

Recommend, develop and implement infrastructure technology solutions to meet client needs

Lead and participate in strategic planning exercises for clients and internal teams

Manage multi-faceted hardware implementation and deployment for company-wide integrations

Establish and document internal IT processes and work flows

Define and implement project life cycle from initiation to closure

Transform helpdesk ITSM platform from legacy proprietary system to ITIL-based workflows

Network Administrator 8/2011-6/2016

Reliant Federal Credit Union Rochester, NY

Develop and provide regular administration of a role based model for 150 users over 50 systems

Deploy and maintain Footprints Service Core CRM, including setup, design, implementation

Deploy and maintain Footprints Asset Core, including setup and assimilation of current assets

Implement ITIL best practices for incident and change management

Responsible for all aspects of inventory management, including hardware and software

Facilitated a standardized computer image build process, including imaging, sysprep, patching

Setup office network, including running wiring, terminating jacks, setting up switch, patching network cables, reconfigure profiles and permissions

Setup/modify users in Active Directory, MS Exchange and 3rd party business systems

Monitor terminal servers and Citrix servers, problem solving compatibility issues with systems

Perform resolution triage for network security vulnerabilities or intrusions

Administration and monitoring of enterprise server backup system

Chief Operating Officer 11/2005-8/2011

Cardiac Life Products Rochester, NY

Direct and lead day-to-day operations ensuring that service level agreements/expectations are met

Manage team of 10 internal staff including 3 managers and a team of 7 external training professionals

Execute and report company financials

Troubleshoot and provide hardware break fix for defective server and network hardware

Hiring, office reviews and terminating of employees

Develop and enforce general and specific office procedures

Establish systems of digital record-keeping

Troubleshoot and maintain all areas of office procedure; ie. Shipping, invoicing, receivables, sales.

Monitor company’s financial growth through sales forecast, profit/loss expenditures, budgeting.

Sales manager: Provide direction and reporting of sales team, progress reports, forecasts, methods for information gathering and quoting

Increase territory sales from Million to 3.5 Million within 2 years


Bachelors of Computer Science

Concentration: Management Information Systems

National University, LaJolla, CA

Studied Biochemistry

Concentration: PreMed

SUNY Brockport, Brockport, NY

Studied Music Performance

Concentration: Clarinet

Roberts Wesleyan College, North Chili, NY


CompTIA A+ Systems Analysis and Development

CompTIA Network+ Wireless LAN Administration

IS Auditing Database Administration

Pursuing PMP Certification Data Communications

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