Technical Support Manager
Resume:
Thomas Knutson
Howard Lake MN 55349
*********@*****.***
Systems Engineer, Project Manager
Highly respected and energetic leader with proven management, information technology, business development, with hands on and “big picture” skills. Demonstrated ability in planning and implementing programs to assess and incorporate new technology to increase efficiency and productivity in a regulated and process driven environment. Highly effective in motivating and directing employees while interacting with senior management. Recognized as an authentic, effective communicator who employs a values-driven, team-oriented leadership approach to deliver results. Able to assess, resolve, and manage a wide range of technical and personnel issues while producing results on time and within budget.
Specialties:
Strategic Thinking
High Integrity and Judgment
Seeks Excellence in User Experience
Maximizes Technology Use
Leading and Developing Teams
Managing Budgets
Managing Customer Relations
Managing Projects
Prioritize Multiple Tasks
Developing Trusted Relationships
Driving Continuous Improvement
Forming Strategic Alliances
Driving Efficiency
Proposal Development
Modeling & Simulation technologies
Design, Develop, Deliver
TECHNICAL SKILLS
Software Quality C, C+ and SQL Databases
Cisco design and administration, CCNA, CCDA, Routers, Switches
Windows 2000, 2003-2007, Windows 7, 2008, 2010, 2012, XP, NT
Active Directory
MS Exchange 2003-2010
MS SQL 2000-2010
Citrix, VM Ware, SAN
IP phone Systems
Cell phone systems
Fax Systems
Remote access, and backup
Printers, and Peripherals
Cabling and Connectivity
Greenside Hospitality, 06/2006 to date
IT Management
Supported Hyatt, Hilton with over 4,000 locations globally
Managed Information systems for over 100,000 people with zero down time.
Network Administration, managing operations, and setting policy
Management of Data center, monitoring Data Maintenance and controls.
Responsible for Network Administration, Hardware and Software, Systems Management and swift reply to Technical Problems
Responsible for Design, Development and Management, as well as special assignments.
WEB and database supported over 10 million virtual customers.
Ensured Capacity Planning, procedures and controls.
Ensured customer satisfaction by providing hands on and onsite technical support.
Collaborated with project team to implement a new Knowledgebase for the Help Desk call center. In charge of Staff development.
Performing Software Quality in C, C+ and SQL Databases
Served as a Team Lead, providing direction and technical support by leading team meetings and conference calls with local and international teams to resolve issues.
Responsible for conducting preliminary analysis of software and hardware issues, documentation, tracking and resolving issues with engineering team.
Provided daily assignments to the team while monitoring, tracking and reporting progress to the Project Manager.
Provided leadership in evaluation, planning, testing, installation and configuration of network wireless routers.
Efficiently managed and coordinated at least five-customer projects per day.
Responsible for resolving network issues. (i.e. Voip, Cat5 / 5e / 6 utp cables, hubs, using WIN / Mac Operating Systems, etc.).
Set up NOC centers in key locations. Coordinated movement of CISCO routers and switches, Microsoft Servers, Citrix, and SQL Servers.
Unified institutions under one email schema.
TKI TKO, 05/2002 to 05/2006
Level II Help Desk Consultant
Ensured customer satisfaction by providing online technical support.
Over 40,000 people supported with zero down time.
Managed supervisor calls for Tier 1 team.
Performing Software Quality in C, C+ and SQL Databases
Provided technical support by gathering information and working with engineering team to resolve network outages.
Provided ongoing technical support of Windows and Mac operating systems, I- Phones, customer routers, ILOG (SAP CRM for Apple), etc.
Provided superior customer service by ensuring one call issue resolution for all Tier I, II & III calls supporting multiple brands of handsets including T-Mobile, Motorola, Samsung and Nokia.
Partnered with engineering team to resolve router and networking issues.
Used a wide variety of tools to support multiple handsets and the @ Home router and services including: IHLR network management and configuration utility, OTA / OTI over the air update system, Linksys WRTU54G - TM wireless VOIP routers, Samson (Citrix based) CRM, Remedy and Primus Knowledgebase.
Benesight, 05/2000 to 05/2002
Help Desk Manager Nationwide
Merged EDP corporation, TPA Corporation, and 28 offices of UHG.
WEB and database supported over 10 million virtual customers.
Corporation invented a WEB based Healthcare Billing System that ties into multiple clinics, hospitals, healthcare service providers such as Medica and UGH
Performing Software Quality in C, C+ and SQL Databases
Provide technical support for 200 to 6000 users and ensure proper maintenance of workstations, printers and peripherals.
Respond to user service requests and expediently resolve trouble tickets to maximize
system uptime.
Ensured customer satisfaction by providing hands on and onsite technical support.
Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.
Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
Designed and set up a network hub of over 28 offices nationwide
Planning and implementing a Cisco Router and switch network in a secure healthcare environment
Upgrading, Imaging and Deploying over 5,000 machines to personnel
Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.
Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.
Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.
Broadband Broadcast, 1998 to 2000
Software development
Corporation invented Software for Internet Telephone
Reporting to the CEO, and working closely with the PMO to create a leading Internet Telephone software product.
Performing Software Quality in C, C+ and SQL Databases
Redirected a stalled product to completion.
Created and led a team that developed the Internet Telephone, brought it to market.
Led development and testing in a medium to large-scale environment.
Worked with leading business stakeholders in gathering and documenting business process focused testing requirements (UAT or E2E); e.g. business use cases.
Scope of Work, Test Plan Creation, Test Management, Test Strategy Creation, Test Life Cycle.
Business Analysis, Domain Knowledge, Internet Phone and Software programming focus.
Business Analysis and requirements gathering.
Led and drove the QA process for developing test scenarios, test cases and test plans – in a complex technical environment.
Heavy experience working with 3rd parties, with both internal and external business IT stakeholders. To include Comcast, AT&T, Cray computer and others.
Able to work independently with the business.
Performing hands on testing during execution phases, if required.
Hiring, firing personnel, in charge of yearly reports.
Excellent interpersonal skills.
Excellent communication skills.
AIX, SQL, Oracle, Intel, Sparx.
Cisco CCNA, Cisco CCDA.
Microsoft Servers, PCs, Microsoft Word, Excel, Visio, PowerPoint, Project.
Microsoft Exchange, Norton Backup, Ghost, Tape Backup systems.
Corporation Sold for Profit
US Bank, 1997 to 98
Contractor
Integration of Mellon Bank East.
In charge of multiple infrastructure conversion projects such as Microsoft Servers, Workstations, Cisco routers and switches, Intel, Windows Servers and Windows Personal computers.
US Bank - Integration of First Interstate bank over 40,000 personnel.
Working closely with personnel in several states, merging hundreds of Bank offices, a team of over 100 hardware personnel, and contracted field installers.
Installation and conversion positively impacted of three divisions, several states and hundreds of offices.
Specializing in Cisco and Windows Servers and workstation conversion.
Over 20,000 people supported with zero down time.
Wells Fargo, 1995 to 97
Contractor
Managed projects for a Seven State unification of Servers and Workstations.
Worked on a team of test engineers for Reverse Mortgage database, SQL, ORACLE.
In charge of multiple software and infrastructure projects.
Installation positively impacted several states, over one hundred Bank offices.
Performing Software Quality in C, C+ and SQL Databases
Over 40,000 people supported with zero down time.
Mouse Systems, 1993 to 95
Help Desk and Quality Assurance Manager
Performing Software Quality in C, C+ and SQL Databases.
Working with the CEO to find core reasons of faults in systems, rectify them, and propose a marketable solution.
Performed day-to-day help desk calls and dealt with orders and returns.
Investigated Software and Hardware projects.
Recommended a product line overhaul, and retrofit.
Took failing corporation and turned products into zero defects.
Working closely with 4 programmers, 2 test personnel and 1 quality assurance person.
Mouse Systems won Best Product of the Year award.
Corporation Sold for Profit.
Novel, Inc., 1991 to 93
Software Test, Quality Assurance Manager
Performing Software Quality in C, C+ and SQL Databases.
In charge of multiple software projects.
Was asked to stay and launch version 4, which also went to market.
Working closely with 94 programmers, 12 test personnel and 4 quality assurance personnel.
Both version 3 and version 4 won industry awards.
Bank of America, 1989 to 91
Contract, converting internal Payroll systems into its own entity
Working with the CIO to take branch systems and software, and redirect them to a new entity, create new software as a service, for the purpose of sale.
Merged Routers, Servers and Systems in over 1,000 Bank branches
Performing Software Quality in C, C+ and SQL Databases
Created a new entity, and Sold entity for profit.
Bought second largest bank in California with proceeds
Apple Computer, USA, 1987 to 89
Apple Talk Engineer
Support of HQ and 5 surrounding buildings.
Coordinating and executing departmental moves.
Add, move, change of Apple phone systems.
Knowledge of telecommunications, connectivity, able to connect complex systems
US ARMY, 1980 to 1987
E-5, Sergeant,
Responsible for the safety of over 20,000 personnel a month in combat situations. Positioning troops in the field, arranging air transport, arms, food, and other supplies to deployed troops.
G3 Range control.
Deployment and safety of over 20,000 troops per month.
Knowledge and deployment of ground and air tactics.
Advisor to 4 Star General Gary E. Luck.
Secret Clearance – with confidential file and folder access.
Advisor to President – North Korea discussions.
Assignment at the Pentagon.
EDUCATION:
Bachelors Business Management AIUonline.edu Hoffman Estates, IL
Cum Laude Honors
Architectural Engineering Herzing.edu Minneapolis, MN
Honors
Pine River/Backus High School prbschools.org Pine River, MN
Honor Roll
AWARDS: Architecture, Business, Computers, Design, Drafting, Drawing, Engineering, Photography, Poetry, Music, and Waterskiing
PUBLICATIONS
1995 Mist of Enchantment Co Author
1997 Mobius Magazine, NYC Featured Poet
1998 Woman’s Day Magazine Featured Poet
1999 Best Poets of the 1990’s Co Author
2004 Woman’s Day Magazine Featured Poet
2009 Mobius Magazine, NYC Featured Poet
2016 Poets of 2016 Co Author
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