Manager Customer Service

Lynn Wilson

**** ****** **.

Hoffman Estates, IL 60169

Phone: 847-***-****

Email: ****.******.****@*****.***

Objective: I am a self-motivated worker with relevant educational training and experience in Systems

Administration, Help & Desktop Support, along with Network Administration. I am looking forward to

furthering my career into a Management position (IT Manager or Support Manager Position within IT).

Experience

November 2009 - Present

Northstar Aerospace (Chicago), Inc.

Northstar Aerospace, Inc. is a defense/government contractor manufacturing gears and transmissions for

commercial and military aircraft. The corporation has five geographical locations and four P&L business

units located in the U.S. and Canada.

Bedford Park, IL

Systems Infrastructure Manager

IT Team Lead

• Prior experience in developing and administering capital and local organization budgets.

• Functional knowledge of Local Area Network technologies.

• Prior systems experience in a manufacturing/operations environment.

• Strong analytical and problem solving skills.

• High level of ability to adapt and understand a wide variety of business & manufacturing

problems.

• Excellent written/verbal communication skills.

• Ability to perform in a dynamic and highly diverse environment.

• Proven planning and organizing skills.

• Strong technical and business analytical skills.

• Demonstrates strong time management, organizational and administrative skills.

• Demonstrated influential leadership skills at the business unit level.

• Demonstrate clear ability to communicate with, motivate, and gain confidence of

subordinates.

• Progressively responsible experience leading projects or a team.

• Capable of taking on additional responsibilities with the potential to progress into higher-

level leadership positions.

• Seeks new ideas and approaches and can be relied onto make sound and strategic

decisions with confidence.

• Able to prioritize objectives, set personal goals and complete tasks within deadlines while

maintaining focus between tasks.

• Has an understanding of global impact on applications.

• Able to balance workflow and delegate tasks for maximum effectiveness.

• Experience in developing individual and team goals and establishing methods for

attainment of goals.

• Server Management (Windows Server 2003 & 2012); Active Directory management (deleting,

adding, & changing users in the system).

• Manage the MS Licensing for Chicago and some of Canada.

• Maintain security rights for network data according to the department manager’s requirements.

• Add new servers to the network (install new applications as needed; consult with vendors with an

open line of communication to make sure everything is in working order).

• Work with MS Office 1997 thru 2013 applications.

• Symantec Backup Exec 2010 & 2012 (setup and ensure all backups are complete).

• Keep updated inventory on PC’s, laptops, printers, and supplies for the Chicago Office.

• Management of 300 plus users/300 machines in entire facility/plant on 24/7 basis.

• Handle vendor ordering for PC supplies as needed.

• Converted MS Exchange 2003 Server to hosted domain outside of the company (Apptix) for

Chicago & Anderson, Indiana facility.

• Work with Phoenix & two Canadian facilities to make sure they were up and functioning

(document conversion with step by step instructions) with the hosted exchange implementation.

• Install and trouble-shoot Reflections (version 13.0) on MS Operating Systems for AS400

application.

• Converted entire facility to Sophos Antivirus software from Trend Micro (2010).

• Coordinated the entire facility for new printers (networking, scan folders, and fax software).

• SharePoint software (adds, delete, and setup sites to the network).

• Handle scheduling for all telecom and other vendors who must come on site to fix any of the

machines or equipment we have in-house).

• Establish and implement service standards. Report on performance against standards. Provides

regular business reports and statistical feedback to IT Senior Management.

• Manage helpdesk ticketing system (called I-TRAC; add subject, objects, and other variables).

• Maintain the wireless network for kiosks, laptops, and VLAN for outside vendors or consultants.

• Manage mobile devices (blackberry’s, android, and IPhone).

• Manage 3rd-party vendors providing support services (scheduling times to come in for support

and provide feedback).

• Manage ADT security system for doors (Win-pak Pro 2005 & Winpak PE).

• Researched a solution to wipe out the Conficker Virus (documented step by step instructions on

how to clean the infected PC’s, laptops, and servers).

• Manages the activities and leads the personnel associated with providing technical services to

internal customers by identifying, prioritizing, and confirming resolution of reported problems

with desktop, laptop and networked systems.

• Part of the implementation team with installing VOIP (Aastra) phone system in the organization

(August 2013), configured AD for the required new IP scheme (worked with ISP for QoS on the

firewall settings), rolled out 125 phones, and organized new wiring throughout the facility for the

new system.

• Manage the SonicWALL (for user’s who VPN into the facility from home), also included is the

web filtering for internet traffic (what is allowed and blocked for user access)

• Manage and restore Storage Craft software for backup and restore jobs (also virtual images of

servers).

• Part of the implementation team who installed the new Dell firewall and Cisco switches

throughout the facility.

• Implemented and Installed Cisco Meraki MR18 WAP devices throughout the facility for optimal

usage and availability (connecting to RADIUS server, setting up multiple SSID’s, and making

them available only to certain WAP on the network).

• Leader of the implementation team to research, plan, and execute the purchasing of a

virtualization system. Showed cost saving abilities virtualization provides on electricity, hardware

purchasing (individual servers), and management of maintaining (1) system.

• Managing the virtualization process of systems in the Chicago facility (VMware ESXi 5.5).

• Lead implementation of configuring & programming the MOXA (Berkshire Technologies

Solutions) devices to our Chicago facility (this would allow the transferring of CNC programs to

the machines wirelessly; which is more efficient that the ancient way it used to be done by rolling

DNC carts around and connecting RS232 cables to a PC and the machine.

June 2006 - November 2009

Philips Lighting, NA (Alkco-Lighting)

Philips Lighting, NA acquired the Genlyte Group in January, 2009. In addition to the core responsibilities

listed below, I was tasked with integrating the JJI Lighting Group companies into larger Genlyte facilities,

ultimately eliminating all divisional roles and responsibilities.

Franklin Park, IL

Asst. Network Administrator

• Work with Window’s O/S (98 thru Vista).

• Work with Outlook 97 thru 2007 with installation of office products and making sure the MS

Exchange is running correctly with the different user’s machines.

• Installed software for servers and users.

• Handle PC support around the company for local and remote users in other states (California,

Pennsylvania, and Missouri).

• Made sure all systems were SOX compliance once taken over by Philips Lighting (NA).

• Used VNC software to remote into user computer’s.

• Created excel software database (I enter all new software that keeps the tracking).

• Deal with our different vendor’s on a daily basis (ordering software through Insight).

• Handle PC Support for the factory computer’s (metal shop: Fabriwin, Bendcom, & etc…).

• Administer Baan & Windows 200 server updates.

• Run daily backup tapes for Symantec VERITAS Backup Exec.

• Helped to fully convert our company’s infrastructure into the Philips Corporation (included

remapping all the internet protocol addresses for every computer and server, overhauling of most

of the end-user computer systems (including new user names, passwords), reconfiguring the

firewalls, wire-less routers, switching from our MS Exchange Server to Philips MS Exchange

(Connect Mail).

• Manage cost center(s) and submit/approve requisitions for purchase orders as required.

• 3 years’ experience with Audio/Video conferencing systems.

Education

Beginning – End Date: 2004 - 2005

Graduated December 2005

Texas State Technical College

Associate of Applied Science Degree

Computer Network Systems and Administration Technology

G.P.A. 3.2

Abilene, TX

Beginning – End Date: 1997 - 2003

Graduated May 2003

Hardin-Simmons University

B.B.A., Business Administration and Computer Science

Graduated December 2002

Major G.P.A. 3.2

Abilene, TX

Beginning – End Date: 1994 - 1996

Graduated May 1996

MIS (Associates)

Brookhaven Community College

Addison, TX

Internship Completed at Texas State Technical College Networking Department

1 year of service and Duties Included:

Ghost (hard-drives)

maintaining a record of daily data communication transactions, problems, remedial

action taken and installation activities

PC repair (motherboards, power supplies, replacing CPU chips).

Diagnosed peripherals (Observing system functioning to verify correct operations and

detect errors; installing and performing minor repairs to hardware, software and

peripheral equipment)

Helpdesk Support (Conferring with users and conducting computer diagnostics to

investigate and resolve problems and providing technical support; Conferring with staff

users and management to establish requirements for new systems or modifications)

Cabling that was distributed cable through infrastructure.

Phone support (ran cable and helped install new lines)

Networking (patch-panel, servers, installed anti-virus protection)

Software Installation (Windows (95 and up), Novell, GroupWise, and Iprint)

Skills: Excellent customer service.

Reference upon Request

Contact this candidate