Manager Customer Service

Resume

MARGARET AYER, PMP

**** ****** *****.• Naperville, IL 60564

630-***-**** • acee8h@r.postjobfree.com

Summary of Qualifications

• Over 10 years of extensive experience on Desktop Support, installation and maintenance

of network hardware and software, restoring network outage, contingency planning and

disaster recovery

• Over 10 years of Management experiences on all aspects of Network Services

• Complete understanding of TCP/IP protocol, DHCP, DNC, WINS, Active Directory,

connectivity testing, Data Center and LAN/WAN structure.

• Expert on troubleshooting hardware, software/applications and networking issues and

great customer service techniques

• Strong ability to effectively communicate at all levels of the organization and to assist

management in making intelligent technical decisions

• Strong ability to keeping abreast of a rapidly changing technologies and great skills of

critical thinking, complex problem solving

• Great team player with strong interpersonal skills and communication skills

TECHNICAL PROFICIENCIES

Hardware: Dell servers • HP/Dell desktops computers • IBM/Dell laptops • Dell backup device •

Cisco router & Cisco switch 2950, 6506 and 6509 • handheld scanner • network multi-function

printer/copies/scanner

Desktop Operating system: XP, Windows 7 and Server OS : Sever 2003 & 2003 enterprise

edition, 2008

Skills: Network planning and Upgrades •LAN/WAN infrastructure•Configuring Cisco switches, such

as VLAN and ports configuration • Active Directory Administration • GPO Management •Disaster

recovery• Data Center infrastructure redesign• server RAID configuration•VOIP

• Fluent in Chinese (Mandarin)

EDUCATION

Bachelor of Science in Mechanical Engineering

Tianjin University, China

Master of Science in Mechanical Engineering

State University of New York at Buffalo, Buffalo, New York

Master of Business Administration Studies

Economics, Financial Accounting

North Central College, Naperville, Illinois

Received PMP certification from PMI

Resume

PROFESSIONAL EXPERIENCE

Wintrust Wealth Management – Chicago, IL April, 2013 – present

Network Administrator

• Troubleshooting on Windows 7 operating system, VOIP, Citrix Client, MSOffice 2007

and 2010, wide variety of off-the-shelf software, digital conferencing systems and

network issues

•

• Administration for Active Directory on daily basis

• Deploy Windows 7 Laptop and Desktop computers with security technology

Prince Castle, LLC, Carol Stream, IL• March 2012 – July 2012

Technical field Service Manager

• Provide support for the service partners. Work with sales and engineering to solve

problems in the field and reduce equipment downtime.

• Improved communications by writing Service Bulletins and letters to international

service providers. Translating documents into Chinese.

• Accomplished complicated data analysis and trend analysis for the company’s

equipments in the field using EXCEL’s most advanced functions

Naperville Public Library, Naperville, IL • Aug., 2010 – March, 2012

Helpdesk Assistant

• Providing Desktop support, computer related (hardware and software) support for all

staff and patrons. Successfully solve difficult problems on all systems in the library (i.e.:

Windows OS, network issues, multi-media downloads).

• Major contributor of deploying over 200 Windows 7 computers to all staff members of

the library and in the computer labs.

• June, 1995 - Sept., 2009

PANDUIT, Lockport, IL

Global manufacturer of wiring/cable management products, network components, and copper/fiber

optic systems with 6 domestic US plants and facilities in China, Singapore, Costa Rica, and Mexico;

3.5K personnel worldwide.

Manager, Network Analyst July, 1998 - Sept., 2009

• Supervised and involved in day-to-day operation. Managed three division’s IT network

service support team for over 10 years.

• Daily Duties include desktop computer, servers and Cisco switches/router support.

• Strong ability to apply IT and business knowledge. Experience to formulate an IT solution

of a business problem.

• Extensive experience working with client, consultants and vendors to develop a solution

for business needs or technical problems. Always completed projects on time and under

budget.

• Constantly responding to the new service requests to help the business grow.

• Plan and manage projects related to IT infrastructure and/or operations, including the

implementation of new or modified network connectivity, communications,

storage, or server equipment or technologies; migration of IT operational

responsibilities to/from third party providers or other corporate

resources; and integration of new acquisitions.

Key Contributions:

• Directed pilot team in implementing an Oracle production module to replace the IBM mainframe

functions; tested the new system and troubleshoot implementation problems. Working with cross-

Resume

functional teams, outside consultants to monitor progress and provide feedback. Finally establish

implementation standards for other divisions and identified and implemented process

improvements. This project involved planning, executing and monitoring processes.

• Successfully managed stakeholder’s expectation on a large IT project and in the meantime

solved the conflict between the top IT management and stakeholder. Because of these efforts,

this large (multi-million dollar) project was able to start on time.

• Successfully solved T1 line problem independently by reconfiguring Cisco switch ports from

one VLAN to the other – resulting in on-time shipment of products to customers.

• Successfully managed project of Data Center restructuring and developed technical

specifications for a new server to accommodate an additional division moving into the plant.

Performed research and ROI analysis for the various solutions, briefing upper management

and seeking approval. Purchased, configured and implemented server. End results saved

company money by providing the most economic and practical solution.

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