Customer Service Project Manager

BILLY KAY

404-***-**** acfg6x@r.postjobfree.com

Experience with content editing and hand-coding in WordPress and SharePoint

Content Management Systems, using HTML5, CSS, JavaScript, PHP, MySQL, as

well as, troubleshooting, provisioning, implementation, installation,

application support, and customer service helpdesk.

technologies

SharePoint, WordPress R-Studio, Altiris, Eroom MS Office Suite '03, '07,

'10

Homesite, Dreamweaver Windows XP/7/8, Skpe Lotus Notes, Oracle

Flash, JavaScript Cisco & Nortel VPN Clients Mainframe, AS/400, Tandem

Google Analytics, SEO RSA SecurID/Authenex SAP, Citrix, JDEdwards,

Siebel

Photoshop, Acrobat GhostPro, LDAP Browser Altiris Deployment Console

IE, Chrome, Firefox Exchange Console Bomgar, Webex, VNC, Remedy

XHTML, PHP, CSS Active Directory, PeopleSoft Kronos, Netware, NT, SAP

laptops, desktops, printers iPads, MS Surface, tablets Adobe Connect, Netmeeting

professional experience

WordPress CMS Admin - Atlanta, GA

Jul 2007 - Present

. Purchased domain, installed and configured WordPress.

. Created email accounts using Horde, FTP with host client

. Developed SEO, setup Polldaddy polls, Amazon Associates Program, Add

This account

Boy & Girls Clubs of America - Atlanta, GA

Technical Support and Applications Specialist

Oct 2011 - Present

. Using SharePoint Designer and MS Expressions, I coded HTML, CSS,

JavaScript, and served as a content editor for multiple internal

microsites including MCML, CareerLaunch, MoneyMatters, and BGCA.net.

. Using Campaign Enterprise and MS Expressions, I edited, tested and

scheduled bi-monthly MCML html newsletter.

. Provided Tier 3 support for 500+ end users in this international non-

profit organization running XP, Windows 7, MS Office 2010. Polycom,

projectors, smart tvs, A/V support.

. Provisioned and administered Active Directory, Exchange, Cisco, Adobe

Connect accounts.

LexisNexis - Alpharetta, GA

Technical Support Analyst [Contractor]

Oct 2010 - Apr 2011

. Provisioned/administered customer accounts for this international

business to deliver legal, business, government, and tax information.

. Assist users in searching public databases with proprietary search

software.

. Edited customer-facing knowledgebase articles for content and accuracy

. Wrote, edited, and maintained online help and user manuals.

. Processed credit card and check payments for services and products.

McKesson - Alpharetta, GA

Registration Analyst

Jan 2010 - Apr 2010

. Provisioned/administered customer accounts using Oracle.

. Processed charges and credits for services, agreements, and products

using Oracle.

. Administered registration and product inventory using Reg Host.

Product Specialist

Sep 2008 - Apr 2010

. Provided implementation, installation, and end user and reseller

technical support of proprietary medical scheduling, billing, and

EMR/EHR software encompassing printers, faxes, medical devices,

laboratory interfaces, systems, networks, permissions, browsers, anti-

virus, and anti-spyware.

. Created knowledgebase articles and documentation, communicating

resolutions to team members.

. Knowledgebase assistant using Talisma. Developed centralized

SharePoint web site for EMR/EHR group.

. Helped implement automated web/email process for resellers, end users,

and interdepartmental personnel to submit trouble tickets and

questions which alleviated call volume, resulting in increased

efficiency.

Quality Assurance Analyst

Jun 2008 - Sep 2008

. Assisted in development of Service Catalog using PeopleSoft.

. Tested functionality of Service Catalog and acted as liaison between

departments.

Network/Desktop Systems Analyst

Sep 2005 - Jun 2008

. Provided technical support for 60+ applications to over 25,000

domestic and international end users for this industry leader in

healthcare technology. Troubleshot and resolved hardware and software

issues for proprietary and industry standard applications.

. Developed the department's help desk manual adopted as the primary

tool for training new associates in a 40-member department.

. Performed VPN administration and training of new hires.

Security Provisioning [Contractor]

Jul 2005 - Sep 2005

. Assessed employee status using PeopleSoft. Participated in Sarbanes

Oxley (SOX) attestation implementation.

. Provisioned accounts using Novell NetWare Admin, MS Management

Console/Active Directory, and MS Exchange.

Technical Environment: Remedy, Active Directory, XP, Cisco VPN, LDAP,

SafeBoot, AS/400, Citrix, JDEdwards, Lotus Notes, Exchange 2003.

Dogwood - Atlanta, GA

Project Manager

Apr 2004 - Feb 2005

. Assessed client's need, job, equipment requirements, and timeline for

project.

. Documented applications: materials, tools required, procedures,

problems/caveats.

. Provided client estimates using QuickBooks and created sample boards.

. Performed job scheduling, artist scheduling, and maintained timesheets

and payroll.

Technical Environment: Microsoft Office Suite, XP, printers, Dell laptops.

Risk Management Alternatives - Atlanta, GA

Support Technician

Aug 2002 - Apr 2004

. Supported 2,500+ employees in 20 states. Trained new hires.

. Spearheaded the inception of the department's first knowledge base

that was adopted as best practices. As Technical Writer and Editor

compiled common terms, recurring application fixes and other

procedures into a cohesive and centralized document. Administered

Trackit, maintained staff scheduling.

. Provisioned/administered accounts in Ontario Unix-based CUBS; VMS-

based ACCESS, FACS.

. Provisioned/administered accounts and created reports utilizing the

FACS report writer.

. Provisioned accounts using NT User Manager, Exchange Administrators,

Outlook Web, and VPN.

. Troubleshot, analyzed, and developed solutions to resolve problems

utilizing diagnostic skills and internal tools.

Technical Environment: Microsoft Office Suite, XP/98, printers, Dell

laptops, VPN, FACS, CUBS/Unix.

eis - Atlanta, GA

VPN Project Coordinator [Contractor]

Aug 2001 - Aug 2002

. Provisioned/Supported 300+ end user accounts for this parts

distribution company.

. Trained users in the use of and the implemented Cisco VPN, AT&T &

Fiberlink Dialers.

. Assisted in the development of content for employee Intranet site.

. Installed/administered Trend Micro Officescan on all clients.

. Migrated from Windows 98 to Windows 2000. Configured and deployed

laptops/desktops.

Technical Environment: Microsoft Office Suite, Win98, VPN, SAP, printers,

HP laptops/desktops, LANDesk, Crosstalk VM, Citrix

Entex/Siemens/The Coca-Cola Company - Atlanta, GA

Senior Support Specialist

[Contractor] Dec 1999 - Aug

2001

. Promoted from a tier one to senior analyst in a few short months,

providing support of hardware and software issues.

. Supported Windows 95, 98, NT, Novell 4.11 and 5.0, and Lotus Notes R5.

. Provided level-two support for mainframe, AS/400, and SAP, as well as

voice mail.

. Troubleshot connectivity and dial up networking issues in a 25,000

user global environment.

Technical Environment: Microsoft Office Suite, XP, printers, VPN, SAP

Education

Associates Degree, Computer Network Administration - Virginia College,

Birmingham, AL

certifications

MCP, CNE, CHDP, Compaq, and A+ certified

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