Customer Service Software

Michael Adams

Murfreesboro, TN

***********@*****.*** - 731-***-****

WORK EXPERIENCE

Information Technology Specialist II

General Mills, Inc. - Murfreesboro, TN - October 2012 to Present

Responsibilities

Information Systems Site lead for two manufacturing facilities for General Mills, Inc. Responsible for day-

to-day operations of servers, networks, network security, wireless access, workstations, peripheral devices,

telecommunication, and data communication equipment in a mixed physical and virtual infrastructure. Project

lead for all server and networking projects within the General Mills, Inc. footprint in Murfreesboro, TN, including

Pillsbury US and Yoplait manufacturing facilities. Roles included planning, developing, installing, configuring,

maintaining, supporting, and optimizing all network, hardware, and communication links. Responsible for

direction and growth of contracted techs and engineers related to IS and IS Infrastructure. Top level support

of end-user connectivity and computer issues when desktop techs and engineers have been exhausted.

Accomplishments

Deployed and managed site-wide update to Voice over IP (VoIP) solution for >800 users, including migration

of network data switches to Power over Ethernet compatibility, planning and implementation of necessary PBX

replacement, supervision of the install of Avaya Voice over IP solution, day-to-day management of previous

PBX/Audix solutions and migration to Avaya Communication Manager.

Site-wide migration to virtual servers in a V-sphere environment, increasing uptime and troubleshooting

capabilities for 54 (formerly physical) servers for Yoplait site, and 48 servers for the Pillsbury site.

Skills Used

Site Networking and Server SME (Subject Matter Expert), including day-to-day management and supervision

of 102 servers utilized for file and print services, IIS, DNS, DHCP, Active Directory, Exchange, deduplication

offsite backups, virtual integration, etc.

Involved in company mentoring program, as well as various charity/volunteer organizations within General

Mills, Inc.

68W10 Combat Medic

US Army - Fort Sam Houston, TX - June 2011 to August 2012

Responsibilities

Specialist – 68W Healthcare Specialist (Combat Medic)

Squad Leader, D Co 2/60th Infantry Brigade, 187th Infantry Regiment, 3rd. Platoon

Platoon Guide 32nd Medical Brigade, G Co. 232nd Medical Battalion, 1st Platoon

Platoon Guide 32nd Medical Brigade Transition Detachment

Responsible for direction and accountability of fellow soldiers (50+)

Accomplishments

Attained rank of Specialist (E-4).

Trained Combat Medic, Army Service Ribbon, National Defense Ribbon, Global War on Terror Service Ribbon,

Army Good Conduct Medal, Platoon Guide, Squad Leader.

Skills Used

CPR, Advanced Combat Life Saving, Leadership, Communication

Sr. Systems Administrator

UGN, Inc. - Jackson, TN - December 2008 to June 2011

Responsibilities

Responsible for all day-to-day operations of servers, workstations, peripheral devices, telecommunication

and data communication equipment. This includes planning, developing, installing, configuring, maintaining,

supporting, and optimizing all network, hardware, and communication links. Analyzed and resolved end user

connectivity issues in a timely and accurate fashion, and provided end user training and support where

required.

Accomplishments

Managed and administrated all operating systems and their corresponding or associated software. Deployed

and maintained firewalls and host security activities as assigned. Installed configured, maintained, and

troubleshot network and local printers. Designed, implemented, tested, and documented disaster recovery

plans for operating systems, databases, networks, servers, and software applications as assigned. Provided

onsite technical support before and after hours as required. Analyzed system or application usage and plan for

growth or increases in network capacity. Assessed need for any system reconfigurations (minor or significant)

and executed them if required. Ensured connectivity of all workstations. Conducted research and provided

recommendations on emerging products, services, protocols, and software. Interacted and negotiated with

vendors, outsourcers, and contractors to secure software, hardware, or services. Assisted with developing,

implementing, and maintaining policies, procedures, and associated training plans for system administration

and appropriate use. Administered and maintained end user accounts, permissions, and access rights to

systems. Performed network audits. Performed system backups and restorations. Recommended, scheduled,

and performed software and hardware improvements. Provided guidance and training to junior members of

the team. Developed documentation for all systems as required.

Skills Used

Administered PC platforms by installing, configuring, maintaining, upgrading, and troubleshooting. Maintained

appropriate information including software licensing, IP address assignments, inventory database, network

administration. Monitored all systems and reports problems to responsible individuals within the I.S.

department. Assisted in maintaining frame relay and troubleshooting WAN/LAN network issues.

Network Administrator

Bionovix, Inc. - Scottsdale, AZ - August 2007 to December 2008

Responsibilities

Responsible for design, installation, planning, and implementation of entire network for startup

biopharmaceutical company. Order, installation, and continuous maintenance of servers, including Windows

domains, Active Directory, Exchange 2007, SQL Server 2007. Installation and administration of firewall

solutions utilizing SonicWall and Kentrox. Design and implementation of all Bionovix.com websites, domestic

and international, with secure transaction processing. Training, support, and troubleshooting for senior-level

executive and management-level end users totaling over 6,000 independent business consultants throughout

the United States, Korea, Japan, Mexico, the Philippines and Thailand (which requires being on call 24/7).

Installation, administration and maintenance of Telcom Solutions phone system, including VoIP and remote

users, development and implementation of core information systems policies and procedures, training on those

policies, etc.,

Information Systems Assistant

Leaders Credit Union - Jackson, TN - September 2005 to August 2007

Responsibilities

Responsible for design, installation, and implementation of wide-area network connectivity for multiple

branches of credit union network. Administration and maintenance of servers, including Windows domains

utilizing Active Directory and Exchange 2003

Accomplishments

Installation and administration of firewall solutions utilizing SonicWall. Installation and maintenance of routers

utilizing Cisco Solutions. Provided periodic security analyses including research and recommendation of

Intrusion Prevention Services. Development and continuous maintenance of SQL queries including user-

friendly querying via Microsoft Access. Implementation of system and software updates, administration of

multiple backup solutions for each server, assisting the vice president of information systems with development

of Disaster Recovery Policy, provided daily troubleshooting, training and support for over 60 end users,

delivered time-sensitive and member-sensitive information to third parties utilizing pgp encryption, developed

Flash presentations for e-marketing, designed and maintained Leaderscu.com website, designed PDF forms

utilizing software to automatically populate form fields, installation and administration of VoIP phone system

via frame relay WAN to remote locations, development of network diagram and inventory, etc.

Skills Used

Active Directory, DNS, DHCP, Microsoft Windows, Microsoft Windows Server

Network Consultant

Nex-Tek, Inc. - Henderson, TN - December 2003 to May 2005

Responsibilities

Responsible for client need determination, provided on-demand support, ordered, installed, and supported

Microsoft Windows servers, firewalls, hubs, routers, switches, access points, wireless networks, patch panels,

office software, proprietary software for legal and medical systems, anti-virus solutions, racks and rack-mount

systems, removed and prevented spyware, viruses, and other malware, set up secure networks using various

firewall systems including Watchguard and Sonicwall with secure remote management, management of three

call center technicians, etc.

Chief Technician

Aeneas Internet and Telephone - Jackson, TN - January 2000 to July 2003

Responsibilities

Responsible for client need determination, provided friendly and efficient customer service, installed and

configured high-speed internet services over ADSL and T1 for corporate customers, web-hosting, managed

five technicians along with multiple e-mail servers, programmed routers through Cisco Network Routers, etc.

EDUCATION

Bachelor of Arts, Bachelor of Science in Music Performance, Computer Science

Freed-Hardeman University - Henderson, TN

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