Customer Service Management

FRANK A. HOWARD ***********@***.***

Home: 770-***-**** Cell 610-***-****

**** ********* ******, ******, ******* 30260

IT SUPPORT/IMPLEMENTATION MANAGER

Project Management Institute (PMI) Certified Project Management Professional (PMP)

Dedicated and motivated IT professional with more than 10 years of experience in management and supervision.

Extensive experience applying people, process, problem-solving and technical skills to improve individual, team, and

organizational performance. Expertise in customer service consulting, project management, ERP integration,

Relational Database Management System, Software Development Life Cycle, System Design Life Cycle,

implementing Systems Migration, validation and quality assurance. Excellent technical knowledge of hardware,

software, and IT infrastructure.

CAREER SKILLS

Client Relation/End-user support

System Analysis & Specifications

Technology Architecture & Integration

Hardware –Installation, Integration, and Evaluation

Staff Management & Team building

Designing, Developing, Testing, and Implementing

Enterprising Resource Planning Integration

IT Implementation & Project Management

Data Analysis

Troubleshooting and Problem Solving Skills

TECHNICAL SKILLS

SYSTEM SKILLS

Microsoft Server 2000 – 2012 R2, Microsoft Windows XP – 8.1, Microsoft SQL Server 2000 – 2014, Internet

Information Services (IIS).

SOFTWARE SKILLS

Microsoft Visual Studio 2008 - 2013, Microsoft Visual Studio 6.0, Microsoft SQL Server Management Studio,

SQL 2000 Enterprise Manager, SQL 2000 Query Analyzer, Microsoft Project, Microsoft Office 2003- 2013.

CODING SKILLS

Microsoft Visual Basic 2013, Visual Basic 6.0, Visual C++, SQL, T-SQL, HTML, XML, Java, Java Script,

CSS, Python, Object Oriented Programming.

NETWORKING

TCP/IP, wireless 802.11, DNS, DHCP, VPN, FTP.

PROFESSIONAL EXPERIENCE

09/2006 – Present

IT SUPPORT/IMPLEMENTATION MANAGER

NuVision Network Corp., Palm Springs, California

Direct and supervise staff on wide range of activities relating to large-scale system implementation and support

operations.

Engage with all levels of personnel within the IT and business units to analyze problems, improve processes and ensure

successful systems implementation and go-live.

Direct and supervise technical support team working in help desk and IT support environment, and ticket tracking

systems.

Install, configure, and maintain software application, operating systems, database systems, and administration.

Provide day-to-day operation management of the technical support team.

Participate in all system development lifecycle stages including architecture specification and design, application

configuration, database design, programming, quality assurance, testing and implementation and ongoing maintenance

and support.

Analyze stores procedures, queries, and system configuration and take action to correct deficiencies.

Optimize database performance and streamline database handling process, create data objects and structures such as

tables and indexes, deploy security protocol, profiles, password and privileges, responsible for answering high volume IT

support tickets.

Oversee backup and recovery of critical data, and manage migration of business systems.

Participate in planning, education, testing, readiness, and go-live activities.

Establish and maintain professional relationships with customer to better anticipate and satisfy their needs.

Develop custom reporting and utilities software for clients.

Write technical user manuals on setup, configuration, and utilization of software and hardware systems.

Evaluate reporting requests submitted by clients on operational and technical merits.

01/2004 – 09/2006

TECHNICAL ANALYST/IT CONSULTANT

AmVillage, Atlanta, Georgia

Provided IT consulting ranging from web development, web hosting, maintenance and management, full-scale

implementation of B2B and B2C E-commerce projects.

Provided technical leadership for IT system upgrades, maintenance, and administration.

Met with clients to determine requirements, define scope, clarify specification, analyze IT requirements, and provide

independent and objective advice.

Implemented System Migration, validation, and quality assurance.

Performed documentation, notifications, and coordination of new business procedure from system improvements.

Demonstrated success in analyzing complex technical issues and rapidly finding solutions.

Prepared and delivered training and education to clients, ensuring that clients fully understand usability of systems.

Provided technical and business support for various enterprise-wide Internet and Intranet sites.

Worked with IT counterparts and management team to employ and design techniques such as case analysis, object

modeling and database/application schema design to meet business goals.

Performed change/release/build management and administration of applications.

Worked and defined high-level performance testing standards, best practices, processes, and guidelines.

Worked closely with product owner, architecture, and development team to understand project vision, identify reasons

and values for testing performance, and execute the testing.

Facilitated discussions and consensus among various stakeholders, such as analysts, programmers, and clients.

EDUCATION & CREDENTIALS

PROJECT MANAGEMENT PROFESSIONAL CERTIFICATION (PMP)

Project Management Institute (PMI)

December 2008

MASTER OF SCIENCE, INFORMATION SYSTEMS

Strayer University, Springfield, Pennsylvania

May 2003

BACHELOR OF SCIENCE, COMPUTER SCIENCE

The University of North Carolina, Charlotte, North Carolina

May 2000

ASSOCIATE IN ARTS, GENERAL STUDIES

Central Piedmont Community College, Charlotte, North Carolina

REFERENCES FURNISHED UPON REQUEST

Contact this candidate