Service Customer

SUMMARY:

Technical Strengths: IT Professional with over 25 years of experience in IT Systems, projects, and teams; possess strong background in technical support and administration.

Project coordination Teamwork: Solid experience handling multiple projects with demanding deadlines and timelines.

Exceptional Communication Skills: Exhibited by skill in working with clients to identify and resolve problems; ability to convey technical concepts to non-technical audience.

Specialties: Effective Problem Solving Skills: Superior troubleshooting skills with exceptional focus and follow-through abilities.

Proven Management Experience: Effective manager and team leader, able to train and mentor professionals in equipment, processes, and procedures.

WORK HISTORY:

Mortgage Funding Group January 2015 – Present

IT Consultant

Responsible for the deployment and support of all PC hardware peripherals in the company environment (desktop, laptops, mobile devices, monitors and printers).

Perform Active Directory Domain administrative tasks under the supervision of the network-engineering group.

Migrated over 30 desktops and laptops from Window XP to Window 7 & 10 enterprise environments.

Perform installation, upgrades, move, replace for desktops, laptops and mobile devices, performed maintenance of standard applications within the environment.

Diagnose and resolve PC hardware and associated PC application issues within the company.

Review and recommend new methods and procedures to ensure department efficiency and plan all activities within operations.

Design and maintain documentation and standards for efficient and consistent service delivery.

Provide after-hours support for planned maintenance, update technology, hardware and software during non-business unit production hour and performed on-call emergency support service.

Miami Dade County Public Schools / Holy Cross Hospital (through TopSource) November 2007 – Dec 2014

Computer Operations Supervisor / PC Support (Contractor)

Responsible for maintaining service level standards and PC support for 245 schools within Miami Dade.

Support 3500+ users in person, over the phone and using remote desktop tools.

Ensure tickets are updated timely with correct data, creating ticket summary reports at end of shifts.

Responsible for the deployment and support of all PC hardware peripherals in the company environment (desktop, laptops, mobile devices, monitors and printers).

Perform Active Directory Domain administrative tasks under the supervision of the network-engineering group.

Migrated over 3000 desktops and laptops from Window XP to Window 7 enterprise environments.

Perform installation, upgrades, move, replace for desktops, laptops and mobile devices, performed maintenance of standard applications within the environment.

Diagnose and resolve PC hardware and associated PC application issues within the company.

Review and recommend new methods and procedures to ensure department efficiency and plan all activities within operations.

Install, configure and troubleshoot Windows XP clients in an Active Directory environment

Monitored CICS on-line regions to ensure continuous availability.

Submitted and monitored production jobs in a batch environment, correcting JCL problems.

Performed daily backups for Mainframe, HP Servers, and HP Unix.

Provided 100% tape availability to users.

Perform IPL and recovery of multiple systems within the department for system changes and outage.

Monitored the availability of multiple mainframe systems, applications and network activity.

Manage documentation adherence during any service impacting outages, Ensuring all ticket outages are being worked.

Ensuring tickets are updated in correct timeframes with correct data, creating ticket summary reports at end of shifts.

U. S SBA Disaster Assistance Aug 2004- Dec 2006

Construction Analyst

●Performed various Desktop / Laptop support functions and interacted with users to resolve communication and connectivity problems.

●Performed desktops and laptops maintenance within operations and the field inspectors.

●Assist with PC’s setup, installation of software, configured PC’s to company specification and upgraded desktop and laptop PC’s within the DRC centers for field inspectors.

●Maintain positive working relationships with customers and other agencies to ensure customer satisfaction and compliance to legal requirement.

●Design and maintain documentation and standards for efficient and consistent service delivery.

●Provide after hours support for planned maintenance, update technology, hardware and software during non-business unit production hour and performed on-call emergency support service.

Six Continents Hotels April 2001 – July 2003

Computer Operations Manager

Provided after hours support for planned maintenance, updated technology, hardware and software during non-business unit production hours and performed on-call emergency support service.

Developed and implemented Data Center metrics to improve processes, efficiencies, and productivity.

Managed, prioritized, and executed concurrent, complex infrastructure deployment projects on time and within budget.

Monitored and maintained the production in the Data Centers and computer facility environments to provide uninterrupted service to the customers.

Developed and enhanced Data Center standard operating procedures (SOPs) documentation to maintain consistency and standardized processes to maintain the integrity of company systems.

Developed and monitored adherence to emergency response processes, led and prioritized recovery plans, and oversaw physical security management to protect physical assets and human resources.

Managed access to the Data Centers to ensure appropriate access control lists were maintained at each facility and protected the physical assets.

Enforced change management procedures and monitored adherence regarding production changes to ensure compliance, to anticipate and address potential impact on business results, and to achieve objectives.

Oversaw preventative and operational maintenance to maintain a secure and state-of-the-art environment.

Remained current on emerging industry trends and their organizational impact to ensure company maintains leading edge technology.

Drove the implementation of new technological innovations in the design and layout of data center environments to maintain company's competitive edge and operational efficiencies.

Identified design and installation problems and proposed solutions for the data center environment to increase operational effectiveness.

Drove the appropriate resources towards state-of-the-art solutions to ensure the core data center infrastructure components and requirements (e.g., towers, diverse and redundant power facilities, etc.) were in place.

Developed and managed the business plan to identify financial patterns, variances, and cost savings and to ensure expenditures were within the planned budget.

Evaluated and developed the skill sets of the workforce to align and evolve with current and future technology goals.

Managed resources and people processes (e.g., Quality Performance Review [QPR], Career Development, Succession Planning, Salary Administration, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.

Identified individual and team skill gaps and developmental opportunities (e.g., training, special assignments, projects, etc.) to facilitate individual and team development.

Ensured that direct and indirect reports had documented, strategically aligned career goals and detailed plans for achieving goals to advance the development of their personal and professional growth.

Conducted frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.

Held others accountable to established performance levels to achieve individual and group goals and maintain consistent practices across the organization.

Resolved individual and group performance issues in accordance with company’s policies and procedures in a timely manner to motivate and foster teamwork.

Coached others and provided on-going feedback and support to improve performance as they take on greater responsibilities.

Identified opportunities to involve others in new and challenging work assignments that advanced the skills and capabilities of individuals and the organization.

Made strategic decisions about the lateral movement and promotion of people to develop skills and fill key positions.

SunTrust Bank January 1997 – April 2001

Computer Operations Manager (January 1998 – April 2001)

Maintained Service Level Standards and identified opportunities to continuously improve Operations and Customer Service.

Evaluated and developed the skill sets of the workforce to align and evolve with current and future technology goals.

Managed resources and people processes (e.g., Quality Performance Review [QPR], Career Development, Succession Planning, Salary Administration, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.

Identified individual and team skill gaps and developmental opportunities (e.g., training, special assignments, projects, etc.) to facilitate individual and team development.

Ensured that direct and indirect reports had documented, strategically aligned career goals and detailed plans for achieving goals to advance the development of their personal and professional growth.

Conducted frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.

Developed and monitored adherence to emergency response processes, led and prioritized recovery plans, and oversaw physical security management to protect physical assets and human resources.

Managed access to the Data Centers to ensure appropriate access control lists were maintained at each facility and to protect the physical assets.

Enforced change management procedures and monitored adherence regarding production changes to ensure compliance, to anticipate and address potential impact on business results, and to achieve objectives.

Assisted customers globally with troubleshooting problems, installations, and maintenance of equipment within Operations.

Reviewed and recommended new methods and procedures to ensure departmental efficiency and planned all activities within Operations.

Lead Computer Operator (January 1997 – January 1998)

Performed various Help Desk functions and interacted with users to resolve communication and connectivity problems.

Installed, configured, troubleshot, and upgraded desktop PC’s within the department.

Monitored the availability of multiple systems, on-line Fed Wire and Fed ACH applications and network activity.

Monitored CICS, DB2 and IMS on-line regions to ensure continuous availability.

Submitted and monitored production jobs in a batch environment, correcting JCL problems.

Performed daily backups for Mainframe, Dec/Vax, AS/400, NT Servers, and HP Unix; Provided 100% tape availability to users, IPL and recovery of systems.

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