Joseph Thomas Lawson

**** ********* ****,

Coeburn Va. 24230

276-***-****

OBJECTIVE

To obtain an IT position that utilizes my experience as a Manager having responsibility for all aspects of IT including managing staff and departmental budgets.

EDUCATION

Server 2008, Deploying Windows server 2008 September 2009 – January 2010

Sykes, Wise, Virginia

Completed course – Passed final exam

Studies focused on understanding and migrating and deploying Windows Server 2008, including installation, configuration, and upgrading.

ISA 2006, Deploying ISA server 2006 April 2009 – August 2009

Sykes, Wise, Virginia

Completed course – Passed final exam

Studies focused on the knowledge and skills to deploy and manage Microsoft Internet Security and Acceleration (ISA) Server 2006 as part of a larger security infrastructure. The course introduces security concepts unique to ISA Server 2006 and provides best practices for their implementation. This course includes information on both the Standard Edition and Enterprise Edition of ISA Server 2004.

Server 2003, Deploying Windows server 2003 July 2008 - December 2008

Sykes, Wise, Virginia

Completed course – Passed final exam

Studies focused on understanding and migrating and deploying Windows Server 2003, including installation, configuration, and upgrading.

DCSE, Dell Certified Systems Expert August 2010 – Current

DCSE

Dell Certified Systems Expert August 5th 2010 – Current

Foundation 2010 Desktops

Completed Course - Passed

Foundation 2010 Portables

Completed Course - Passed

DCSE Alienware M11x Portable Certification (DCSE ID: 1044) - Dell Certified Systems Expert (DCSE)

Completed course - Passed

Portables - Adamo XPS – Certification (1034) - Dell Certified Systems Expert (DCSE)

Completed Course - Passed

Portables - Adamo 13 - Certification(DCSE ID:948) - Dell Certified Systems Expert (DCSE)

Completed Course – Passed

Portables - Alienware M17X - Certification(DCSE ID:964) - Dell Certified Systems Expert (DCSE)

Completed Course – Passed

DCSE Wireless Technology

Completed Course – Passed

Customer Handling Skills

Completed Course – Passed

Service Excellence

Completed Course – Passed

DSO Process Exam

Completed Course – Passed

Mountain empire college, Spring 2001

Correctional Law I

JAVASCRPT WEB

Mountain empire college, Fall 2003

Designing Effective Web Sites

Flash 5 for Absolute Beginners

Creating Web Graphics

Intro to XML

Java for Absolute Beginner

Digital Photography Output

Intro to Photoshop 7

Intermediate Networking

Into to Red Hat Linux

Keyboarding

Basic A+ Certification Prep

MCSE: ICA Windows 2000 Server

Mountain empire college, Spring 2004

Intro to Java 2 Program

Intro to Microsoft Excel

Intermediate Microsoft Excel

Intro to Microsoft Access

Intro to Database Development

Introduction to SQL

Intro to Visual Basic 6.0

Creating User Requirements Doc

Advanced Web Pages

Intro to MS Front Page 2002

CGI Programming for the Web

Mountain empire college, Fall 2004

Keyboarding I

Medical Office Procedures

Intro to Information Systems

Basic Computer Literacy

Mountain empire college, Spring 2005

Art Appreciation

Prep for College Writing II

Basic Computer Literacy

Windows 2000 Network Infrastructure Design

EXPERIENCE

System Administrator March 2007 – Present

Sykes, Wise, Virginia

Recognized as the best IT team among all 3rd party vendors for our client (USAA)

Managing and troubleshooting Windows 2000,2003, and 2008 Server

Implementing security maintaining secure workstations through group policy objects

Administering Active directory accounts adds/deletes

Administering File server Shares, File Permissions & disk quota & file screening

Implementing new servers to companies standards

Implementation of projects as per client's requirements within the specified time period & giving support for the existing projects

Troubleshooting network problems and conflicts

Installing and maintaining various software as per company requirements

Configuring and analyzing system security policies

Maintaining back-ups VERITAS 10 and all systems associated

Administer security badge systems such as the Lenel system

Audit systems for compliance

CCTV maintain security camera’s

Create/update/maintain written processes to insure consistency from the IT department

Create hardware control processes to help manage/maintain inventoried hardware

Quarterly/Annual inventory

Software inventory to insure licensing compliance

Maintained 500+ workstations and users

Create maintain current ghost images to insure security compliance

Administering golden image on quarterly basis to insure all workstations are consistent across site

Administering Windows server 2000

Administering Windows server 2003

Administering Windows server 2008

Administering ISA 2000

Administering Isa 2006

Administering TMG

Systems management server (SMS)

Administering SharePoint server – Built customized site which became the standard for all sister sites – Assisted sister sites with SP to maintain consistency

Windows server update services and maintaining secure fully patched clients and servers

ICM Intelligent call management – Assisted with implementation of clients ICM

ESX virtual servers – Maintained virtual servers, Built new VM’s

Call Copy (Recording servers) Built servers configured to standards implemented required hardware upgrades to support the platform

VOIP production phones implemented phones configured HTTP server to support firmware updates

PCI compliance assisted with PCI project for all three sites – Assisted all sites with maintaining quarterly PCI compliance

Set all IT standards for sister sites assisted remote colleagues with issues and performed all onboarding to assist with standardization across sites

Implemented training website to assist training with a more streamlined means to access required client training material – Maintained content for all USAA sites

Helped manage and communicate changes with sister sites

All new projects internal or client projects was implemented in Wise first due to our ability as a team to adapt and communicate effectively

Implemented Kronos time keeping clocks

Assisted with numerous new tool deployments and provided feedback (Internal and Client tools)

Helped build servers, workstation images, and build out new sites – Grundy, Fay1, Fay2, Morristown are four of the sites I have helped build out from scratch

Assisted with terminal server builds – Thin client deployment for our sister site

Implemented a new process which changed the time it took for MSR’s in training to receive network credentials and email access to the first day of training versus a week to receive the logins and email access.

Worked with global team to improve wireless network on site which eliminated training challenges. Allowed for a more seamless training experience free from day to day wireless issues

Implemented a new process that changed the way equipment was issued to all admin staff by keeping a tracker which led to lower overhead cost.

Brought site back to the proper naming scheme which allowed IT to easily find the physical location of workstations on the network. This improved the turnaround time when responding to security issues. Also allowed IT to be able to log into any computer remotely just by getting the physical extension of the agent which improved the time it took to troubleshoot issues especially when connected remotely over VPN.

Implemented a weekly cleaning schedule to insure a safe clean working environment.

I have a unique outlook on IT coming from the operations side of the house has helped me understand what is needed from the business side. I understand what it takes to run a successful business and I know quick turnaround times for IT is critical to a successful business. This has allowed me to excel in the IT field as I believe I have a unique understanding of both sides giving me an advantage over most typical staff.

Customer Service Tech

Prevail IT

Southwest Virginia October 2010 – January 2011

Service workstations warranty repair Desktops, Laptops, All in one systems

Check assigned work orders daily

Contact customer

Arrange for date time to replace hardware

Verify workstation is functional

Close work order and ship defective parts back to OEM

Account Manager May 2006 – March 2007

Sykes, Wise, Virginia

Directly supervising 14+ managers and supporting 300+ phone technicians indirectly

Manage defined client services including planning, development, implementation, and maintenance for one account and multiple lines of business.

Ensure company meets or exceeds account objectives for contractual metrics and revenue; Maintained the top performer within company and vendors supporting AT&T Internet Services

Develop, grow and maintain employee experience, capability, morale, and job satisfaction.

Define measurement systems to monitor and report performance metrics and customer satisfaction to the client, company and employees.

Assist human resource department in creating short- and long-term department objectives in accordance with company goals; implement recognition programs for top performing employees.

Assist human resource department with hiring, interviewing, and drug screening.

Ensure OSHA regulation compliance; analyze incidents at local site and ensure Team Manager Awareness of appropriate procedures.

Processing Payroll for 5+ Managers as well as specialty departments.

Responsible for reporting directly to the client via email, messenger, conference calls and meetings.

During my time as Account manager for AT&T my team was able to exceed client expectations with metrics and consistently stay a Top performer amongst all vendors. We accomplished these tasks through consistency, accountability, and raising the bar to motivate employees.

As a team we was able to bring in more revenue for the company by lowering the average handle time by 3 minutes from an average of a 19 minute average handle time to a 16 minute average handle time. Through this Sykes was able to staff fewer agents and still take the same amount of call volume while meeting / exceeding account metrics.

Quality Team Manager March 2004 – May 2006

Sykes, Wise, Virginia

Quality Tm, Sykes, Wise Virginia

Manage the internal quality department team which consists of 10+ agents. Manage the Red Flag/CEE/AdHoc team for all vendors consisting of 4+ agents. Point of contact with client, conference calls, inform center of policy and procedures changes and quality initiatives. Job duties also include all those as listed for team manager below as well as Mentor Team Manager

During my time as Quality team manager for the AT&T account I identified a big gap between Qualities average score compared to the TM’s average score. After researching the issue I was able to determine that the TM’s were not as consistent with their scores and this caused confusion as well as upset the client as we had more than a 20 point gap overall compared to the clients average scores. I was able to successfully roll out a new process that held the TM accountable for monitoring the agents and accurately scoring the calls and changed the gap to less than 7- 8 points for the entire account.

Created a quality shadow program which allowed top performing agents the ability to fill in for quality agents as needed. This program was a huge success as it allowed the agents to interact and train with the existing quality agents and helped build and develop agents. This program was the roadmap for several agents that were promoted to new positions based on their success in the program.

During my time as Quality TM I was also responsible for choosing mentors for new hire classes for their transitioning period. I was able to roll-out a new process that assisted the mentors and trainers in gauging their success by developing a new survey that would allow the new hires to anonymously voice their opinions on the entire process. This feedback would then be shared with all individuals involved in the process and practices was adjusted accordingly to ensure successful happy long term employees

Team Manager

Sykes, Wise, Virginia

Manage employees to ensure they exceed expectations

Provide the required tools and opportunities to develop agents

Ensure all employees follow company standards

Keep staff up to date on all new procedures

Perform payroll duties.

During my time as an interim TM I was often sought after to watch everyone’s team while they were out due to my performance and reputation for excelling. I accomplished this by keeping a positive attitude, ensuring consistency, professionalism, and building an excellent team environment. I was also voted employee of the month while filling in for a TM for an extended time while they were on leave.

Red Flag Agent January 2003 – March 2004

Sykes, Wise, Virginia

Research customer complaints.

Go beyond AT&T’s current support boundaries and procedures to ensure member satisfaction with AT&T Internet Services product

Provide AT&T members with a quality member experience

Probe members with questions to help identify issues and locate root cause

Determine what route to take to resolve member’s issue while ensuring that you are within AT&T’s policies and procedures to ensure all members receive the same experience

During my time as a red flag agent I was considered the subject matter expert I often received internal escalations from my peers to resolve the more difficult customer issues. I was a top performer and consistently had the highest number of customer callbacks and resolve rates on the team. This was reflected by excellent customer feedback in customer’s surveys. I always liked to help out my fellow team members by agreeing to take over cases they could not resolve or just assisting them with the solution to resolve the customer’s issue.

Quality Agent April 2002 – January 2003

Sykes, Wise, Virginia

Observe calls to ensure all AT&T members receive 100% customer service.

Educate agents on proper procedures. Make sure they are up to date on any and all new procedures.

Locate and define any training gaps to ensure all agents are properly trained.

I was often looked at as the subject matter expert during my time as Quality agent. I was always the go to person for advice on how to score a difficult monitor or handle specific situations such as consistent low performing agents. In most cases I was assigned to the agents to help develop their quality skills and customer experience skills. I was one of the top performers on a highly effective team with the highest amount of monitors and the most consistent score with the client.

Customer service technician October 2001 – April 2002

Sykes, Wise, Virginia

Customer service technician, Sykes, Wise Virginia

Provide AT&T members with a quality member experience.

Probe members to find what if any issues they are having.

Determine what route to take to resolve member’s issue while ensuring that you are within AT&T’s policies and procedures to ensure all members receive the same experience.

Determine what route to take to resolve member’s issue while ensuring that you are within AT&T’s policies and procedures to ensure all members receive the same experience

I was able to excel during my time as a customer service tech although I have to say in the beginning it was a challenge. This was my first job in a call center environment and the first time I had taken calls. I think it’s a challenge for anyone to assist customers with resolving technical issue remotely. I was able to stay focused and excel in my position.

ACTIVITIES & AWARDS

Employee of the moth on multiple occasions

Recognized as the best 3rd party IT team out of all vendors for USAA

Expected by OP’s direct/indirect managers and our client to assist with bringing and maintaining consistency across all three sites.

I often travelled to assist other sites with items like security audits, Opening new sites and onboarding newly hired IT personnel.

I spend a lot of my free time building out VM’s on my personal server and deploying different types of servers to gain experience with older and newer technologies.

References

Todd McReynolds, Sykes, 276-***-****

Roby Whelpley, Sykes, 813-***-****

Dawn Etchells, Sykes, 813-***-****

Ken Thomas, Sykes, 863-***-****

Bill Rose, Sykes, 276-***-****

Kirk Jeter, Sykes, 910-***-****

Ryan Carey, Sykes 276-***-****

Tom Kott, Sykes, 813-***-****

Jim Martin, Sykes 813-***-****

Skills

Server 2000

Server 2003

Server 2008

MS Office Suite

HTML/XHTML

Java

JavaScript

SQL

XML/XSL

MySQL

SQL

Active directory

Microsoft management console

Group policies

Windows

Vista/XP

2000/98

Windows 7

Windows 8

Hardware

Management Experience

Leadership abilities

Terminal servers

Thin clients

Contact this candidate