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Customer Service Manager

Atlanta, GA
April 23, 2016

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*** ****** ***, *********** ** ***** 207-***-****


Exceptional IT manager with nine years of experience in technical development and customer service. Skilled in successfully integrating various size corporate acquisitions into the company’s infrastructure. Collaborative communicator continually focused on building positive business relationships with the IT department across a global company.

Management Highlights


Customer Service

License Management

Performance Appraisals

Process Flow

Project Forecasting

Project Management




Vendor Management

Writing Policies and Procedures


IT OPERATIONS MANAGER 11/2006 to Present

MISTRAS Group, Inc. Princeton Junction, NJ

Auditing (Sarbanes-Oxley since 2009)

Developed and implemented IT Policies that exceed the requirements of Sarbanes-Oxley(SOX). Established an IT SOX policy playbook that has proven to minimize time spent with auditors.

Acquisitions and Integrations

Integrate various sized corporate acquisitions into the corporate IT infrastructure, including Network, Server, Email, Web, and Workstations.

Help Desk

Manage a team of four help desk individuals located in the U.S., Canada and France who work together to support over 6000 employees worldwide. I researched and implemented translation services, including American Sign Language (Caption Access and CTS Language Link), along with remote assistance tools (Teamviewer) for the team to better assist company employees.

Designed multi-departmental workflow and sections within Help Desk software (SolarWinds Web Help Desk) for all corporate functional departments (HR, MARCOM, Payroll, AP, IT, etc.).


Oversee a team of two infrastructure employees to support all aspects of a global IT server infrastructure. This includes several VMWare environments and over 100 physical servers across 140 locations. All mission critical applications run in a high availability VMWare environment with near real-time replication to a Disaster Recovery site.

Researched, Designed and Implemented a new Datacenter that includes Global Backup Solutions and a monitoring environment (Nagios, SolarWinds, VMTurbo) for all Servers in the Worldwide Infrastructure.

Contract and collaborate with vendors from Dell, SHI, INMAC, and various consultants as needed to research and implement a new AV and Web-filter application, OS and Application deployment system, and design Global Standards for company Workstations and Servers.

Web Development

Work closely with Marketing and Communications team to develop an award winning website (Web Marketing Association’s Web Award 2011). Additionally developing and maintaining Remote Monitoring Web Applications used by customers and engineers.

QA SPECIALIST 8/2006 to 11/2006

Howard System International / PHH Cherry Hill, NJ

Consult with managers, team players and programmers to test and troubleshoot software.


Acadia Mortgage Co. Bangor, ME

Network Administration

Installed Server with Windows 2003 Server operating system, created user accounts, installed operating systems, work stations and networked printers, administered security rights, supported 28 employees in 2 different locations. Consulted with managers and software companies to troubleshoot software and system errors. Trained new employees to use company approved software applications.


Designed WebPages using HTML and PHP, designed advertisements for employees and the company.

Fiscal Responsibilities

Company payroll, keeping track of individual and company sales statistics.

Technology Summary

Systems: Windows Server Datacenter, Windows Professional, VMWare

Software: Acrobat Standard/Pro., AppAssure, CrashPlan, IFS, iSheriff, Microsoft Exchange, Microsoft Office Pro., Microsoft SharePoint, Microsoft SQL Server, Nagios, Skype, SolarWinds, Specops, Symantec Messagelabs, Syteline, Teamviewer, Visual Studio, VMTurbo, Web Help Desk

Hardware: Cisco, DELL Laptops and Tablets, DELL Servers, DELL Storage, Equallogic, Force10, HP Laptops, Microsoft Surfaces, SonicWall, Tegile

Languages: C#, C++, HTML, PHP, Transact SQL, Visual Basic


Bachelor of Science: Electrical Engineering Technology 2005

Concentration in Information Technology

University of Maine Orono, Maine

Associate of Science: Electrical Engineering Technology 2002

Northern Maine Technical College Presque Isle, Maine

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