Customer Service Engineer

Summary

Technology Manager with over ** years of hands-on experience in network technology, Windows Server and desktop administration, troubleshooting and repair. Installed, configured and maintained routed LAN networks. Supervised permanent and contract personnel. Great communication skills with the ability to interface at all levels. A team player who also can work well independently.

Experience includes:

Windows Servers Installations and Upgrades Windows NT through server 2012

Active Directory Group Policies, User Accounts, Login Scripts, OU’s, Groups (Security, Global, etc.), Print Servers and queues, File and Print Shares

Software: Microsoft Dynamics (CRM), Citrix, Outlook, SQL, Axacore Fax, All versions of Windows desktop

Operations:

Team Leadership, Documentation at all levels, Infrastructure Design, Disaster Recovery, Policy/Procedure Development, Network Administration, Budget Planning, Purchasing, Customer Service, SOX Compliance, End User Training.

Professional Experience

1999 – 2015 Arthur J. Gallagher & Co. Risk Management

Technology Manager, Tampa, Florida

Responsible for IT team including all aspects of Technology for 3 Florida branches and 1 Michigan branch with a combined revenue of $19.7M.

Responsibilities include budgeting, purchasing, infrastructure design and implementation, technical support, disaster recovery processes and documentation. Other areas include all levels of compliance to Sarbanes Oxley and corporate requirements. Quarterly audits conducted and documented to prove adherence.

Developed and implemented SOP’s for departmental and regional processes. Proficient in all phases of documentation.

Administration - Includes budgets, projects and automation.

Team Management – 2 Departments - Employee hiring, reviews and conflict management for IT department and Branch Administration departments including Helpdesk support and software development staff.

Implemented several pieces to automate and streamline the McDonalds book of business management and renewal. The book is worth over $42M / year. Some of the projects included the implementation of a $500K CRM installation saving the company over $300K / year, a $10K fax solution saving over $19K in the first 3 months!

Managed numerous branch office moves coordinating with local contractors including construction, building layout, security, coordination of the move and then physically participated in the move and office set up .

1996 – 1999 Fiserv Integration Solutions, Tampa, FL

Call Center Supervisor & Support Engineer,

Managed helpdesk & dispatch staff. Responsibilities included call volume reporting and staff coverage for call center.

1995 – 1996 Danka Business Systems (Digital Labs), St. Petersburg, FL

Systems Engineer / Help Desk Manager

1989 – 1995 Baxter Healthcare Corporation (Renal Division), Largo, FL

Network Engineer

Network support within the Renal Product Services Call Center. End user training for Bio-Medical staff.

Professional Development:

Leadership One – Gallagher Management Training

Coursework in Microsoft Windows XP, 7, Server 2003, 2012, SQL 2000

Microsoft Certified Professional (MCP)

Currently attending St. Petersburg College

Volunteer:

Starkey Road Baptist Church

AWANA Youth Leader

Board of Deacons

Military US Air Force

4756th Civil Engineering Squadron

Contact this candidate