Management Quality Assurance

DELANCIER L BLACK.

**** ******* **** • Atlanta, GA 30349 • *********.*****@*****.*** • 770-***-****

QUALIFICATIONS SUMMARY

Expertise Windows XP,7, & 8, Windows Server 2003-2008, Exchange Server 2007- 2010, Office

2007-2010, KACE System Management, Shavlik, Symantec Endpoint Protection for Enterprise,

NetBackup, Active Directory, Project Management, Software Deployment, SCCM Image

Deployment, Altiris Image and Software Deployment, Quality Assurance Monitoring, Database

Design, Business Analysis, Sarbanes Oxley (SOX) framework, Win Install Shield package

deployment, Object Oriented Design and Help Desk Implementation/Development

Leadership/Business Management Team Development/Motivation, Quality and Performance

Management, Policy Design and Crisis/Risk Management

Networking – LAN/WAN –IP, VOIP, Cisco Softphone, Avaya Softphone, Avaya/Cisco IP Phone(s),

3Com Network configuration, Cisco Network configuration and Wireless Internet/Network

connectivity

Applications Microsoft Office, Microsoft Project, NetOP, PC Anywhere, Microsoft Exchange,

Microsoft Outlook, Track-IT Ticket Monitoring Systems, Blackberry Enterprise Server and

Application Server, Altiris Suite (Carbon Copy, Software Portal, Software Metering and Asset

Monitoring), Computer Associates Suite (Unicenter Help Desk and Primavera Time Reporting), HP

Service Desk Center, Tivoli, IBM/SunTrust IT Services Portal, Microsoft Net Meeting, SharePoint

Services, Ghost, BlackBerry Desktop Management and Good Technology (Palm/Outlook

Synchronization Software)

Platforms Windows NT/2000/XP, Windows 7, Windows 8, Unix, Linux, Windows Server 2003,

Novell Netware v6.5

Audio/Visual Experience with high definition video conferencing systems, such as Polycom,

Tandberg, Picturephone, AMX, Extron, JBL, NEC and proprietary audio/visual setups.

Training – ITIL V3 Management; concentrating on Service Management, Incident Management,

Change Management, and Problem Management, Client Relationship Management, CompTIA A+

Certified Service Professional, Compaq ACT Certified, Hewlett Packard/Lexmark Printer Certified,

Microsoft Office User Specialist: Word, Excel, PowerPoint, Outlook, Access, FrontPage,

Hardware Dell notebooks/desktops, HP notebooks/desktops, IBM notebooks/desktops, HP

ProLiant DL380 Blade Servers, Cisco 3750x switches

PROFESSIONAL EXPERIENCE

SunTrust Robinson Humphrey, Inc. Atlanta, GA

Capital Markets Network Engineer

December 2011 – Present

Support the engineering design, maintenance, and application activities required for the Capital

Markets.

Manage end user Active Directory accounts, permissions, access rights, and storage allocations

on STRH file servers.

Manage a staff of 13 technicians that support approximately 2700 end users located in Atlanta,

New York, Boston, Chicago, Houston, Nashville, Memphis, Charlotte, Miami, San Francisco, and

Maryland offices with all facets of desktop, workstation, laptop, print, telephony (VOIP), and

network support.

Function as technical expert in a team for moderately complex development related projects.

Analyze business requirements and operating systems, determine user requirements, design and

configure new systems.

Initiated and completed a major domain migration for 550 Corporate & Investment Bankers

(CIB); transferring from SunTrust Bank, Inc. corporate domain to SunTrust Robinson Humphrey’s

domain.

Successfully migrated over 1,300 end users from SunTrust support model to CIB’s support model.

Successfully moved the entire CIB Technology department from one office location to their

newest location and lead all efforts in ensuring there would be no downtime to the end user

during this process.

Assist with Daily Backups and File Restores using Symantec NetBackup.

Provide remote technical support to STRH Teammates via Remote Desktop and Proxy Master.

Assist with software patching and updates to STRH Servers, Workstations, & Laptops that act in

accordance with SunTrust Risk and Compliance Policies.

Manage IT governance and audit remediation efforts for the STRH Technical Staff and reported to

upper management.

Board member of Local Change Advisory Board; where all company and/or departmental change

controls and RFC’s (request for change) and emergency changes were reviewed.

Administer VLAN changes and configurations on Cisco 3750 network switches.

Work with senior management and the LOB Heads to establish a suitable SLA for delivery,

support, and service.

Worked with SunTrust Robinson Humphrey LOB’s and Technology Staff during major incidents by

facilitating conference bridges and preparing company-wide advisories to managing the overall

incident and getting a root cause and resolution.

Created a SLE (Service Level Expectation) for our Trade Desk staff.

Manage over 4,000 incidents per month.

Assist with the preparation and planning of the STRH Disaster Recovery Site and Business

Continuity Plans.

Work with IT sourcing group to create and implement SOW’s, Contract Services, Vendor

Management Systems, etc.

Manage hardware and software deployments for all new and remote offices using Altiris,

WinInstall Shield, and SCCM deployment tools.

Manage and assist in scheduling and coordinating vendor support for equipment and service

calls.

Georgias Own Credit Union

Systems Administrator

August 2010 – Dec. 2011

Build, configure and implement Windows 2003 physical and virtual servers ESX VMware.

Manage & Install ShoreTel VoIP based phone systems & network devices at new branches and

existing branch locations.

Support Active Directory and Group Policies.

Manage and Administer VoIP based phone system, Avaya.

Manage & Install Cisco network devices for new and existing Credit Union branch locations.

Responsible for Managing Blackberry Enterprise Server for the all staff, along with all wireless

handheld devices.

Microsoft Exchange Server 2003 - Manage email accounts for all Credit Union staff.

Implement spam filtering policies with Symantec Bright Mail for all Credit Union email.

Configure & Manage Microsoft Virtual Servers with ESX VMware.

Responsible for ordering network devices, workstations, notebooks and servers and keeping

inventory of equipment & software ordered and deployed.

Manage threat mitigation procedures with Symantec Endpoint Protection

Manage end user accounts, permissions, access rights, and storage allocations in accordance

with best-practices regarding privacy, security, and regulatory compliance.

Assist with implementing Firewall Web Filtering and Spam Filtering with FortiGate Firewall.

Provide Hardware Break / Fix for Workstations, Notebooks, Blackberries, VoIP phones, Network

and Telecommunication devices.

IBM Global Services Atlanta, GA

Executive Support Technician

July 2008 – August 2010

Through an outsourcing engagement with SunTrust Banks, Inc. and IBM Global Services, my previous

role with SunTrust has been absorbed into IBM.

Managed software development projects and deployments.

Migrated 287 SunTrust Executive Management team members from PBX phones to VOIP phone

sets (Avaya).

Provided setup and support for SunTrust Executives’ special events, meetings, presentations, and

corporate-wide broadcasts, through conference room PC, laptop, A/V equipment setup support.

Managed scheduling and coordinating vendor support for equipment and service calls.

Assisted with integration and installation projects on site as needed.

Ordered, setup, operated, and decommissioned audiovisual equipment.

Provide Software Application support for SunTrust Staff and Executives.

Provide Support for Audio and Visual Equipment for SunTrust Executive Staff.

Manage and administer all workstations and notebooks to maintain productivity levels for

SunTrust Executives.

Manage AD permissions and Group Policies.

SunTrust Banks, Inc. Atlanta, GA

August 2005 – July 2008

Executive Support Desktop Administrator

Administer the Blackberry Exchange Server for the all staff, along with all wireless handheld

devices.

Perform maintenance on HP/Dell Desktops, Workstations, HP and Lexmark printers.

Image workstations & Notebooks according to company standards Altiris

Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on

servers, laptops, and workstations.

Used NetBackup to perform File Restores and Backups.

Provide technical support via telephone using remote control software such as LDM, VNC,

Remote Desktop, and Carbon Copy to support offsite users.

Responsible for ordering and installing equipment/software and maintaining an asset database.

Manage threat mitigation tactics such as Virus Protection and Firewall configuration.

Worked with SunTrust Banks, Inc. LOB’s and technical staff during major incidents by facilitating

conference bridges and preparing company-wide advisories to manage the overall incident and

get to a root cause and resolution.

Per-Se Technologies. Atlanta, GA

Client Technology Services – Non-Branch Area Manager/Team Lead/Specialist

December 2001-August 2005

Perform system administrator duties in addition to desktop support and networking support.

Manage Cisco router and switch configurations

Work with Administrators in the installation, support and troubleshooting of existing Windows

services in systems,

Use Solar Winds to monitor network activity, site outages and systems performance.

Perform Desktop and Laptop imaging with Symantec Ghost

Assisted with AT&T and Cisco VPN project rollout for corporate end users.

EDUCATION

Associates of Arts - Information Technology and Networking

University of Phoenix, Atlanta, GA

September 2009

CERTIFICATIONS

CompTIA A+

CompTIA Network+

Microsoft Certified Professional

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