Customer Service Management

Oliver L. Logan

Phone: 240-***-**** Email: ************@*****.***

Professional Summary

Information Technology (IT) professional with over 15 years of experience providing IT project management and services integration. Superior communication and people skills established through company training, customer service and problem resolution. I have extensive business plan development, business plan presentation and business plan management skills along with budget planning and budget management experience. In my previous positions with Gingrich Holdings & NKP I provided strategic planning, onsite and remote support as well as training, budget preparation, analysis and management. In order to make these organizations more efficient and keep cost down at the same time minimizing business impacting outages I semi-annually conducted SWOT (Strength, Weakness, Opportunity, and Threat) analysis. This approach allowed for quality updates to 12, 24-36 month road maps and ensured up to date evaluation and prioritization of information technology initiatives. Business Plan presentation and documentation for SOP and operation workflows were developed from an in-depth understanding and translation of business objectives to produce a business computing strategy.

Core Qualifications

Cloud Architecture

Systems Architecture

VMware Administration

IT Business Plan development

Adept at identifying and resolving system and network issues in a timely manner

Profound knowledge of Windows Server 2003 server OS WS 2003 R2, WS 2008R2 and WS 2012 R2

Familiar with Citrix XenApp and XenDesktop

Excellent analytical and problem solving skills

Good communications and organizational skills

IT Project Management

TECHNICAL EXPERTISE:

Softlayer, VMware vSphere Client & Host management – ESXi 5.5, Horizon View & Mirage, Alloy, Orion, .Active Directory, Exchange 2003 - 2010, Backup Exec, Avalanche Server, Navision, Dell SAN EqualLogic, Blackberry Server, Red Condor Administration, Access Database Development, Visual Basic, SQL, Powershell, MAC client support, Geo Access, Directory Expert, Form Migration, Application tuning (database design review), Microsoft Office Suite, HTML, Oracle 8i, XML, XSL, CSS, VB.net, MS Project, Videoconferencing, IP PBX, Windows Server Administration, FTP Server Administration, API Integration, Cloud management (Public, Private & Hybrid), Print Server, McAfee Email and Continuity Protection, Fortigate, Help Desk Management, AWS (Websites, Archiving, Disaster Recover), Citrix Studio,

EXPERIENCE

Independent Contractor September 2015 - Present

As an IT business consultant I am pursuing opportunities to provide strategic planning, onsite and remote support, training, and IT budget analysis. I have extensive experience in reviewing and analyzing mission statements and translating them into plain language in order to identify a business computing strategy and reach business objectives. I use my expertise to make organizations more efficient and keep cost down while minimizing business impacting system outages. I ensure that every information technology initiative is evaluated and prioritized based on how it will help employees achieve the business strategy, objectives, and goals. One of the ways I achieve this is by performing SWOT Analysis -- strengths, weaknesses, opportunities, and threats -- to get specifics about the health of a company's key business priorities and IT strategy as they relate to the company’s culture, capabilities, and infrastructure. I provide 12-, 24-, and 36-Month Road Maps to turn a strategic plan into a living document which includes clear communication to maintain momentum, developing a road map for action, as well as plans to anticipate and respond to emerging obstacles and challenges. I stay abreast to emerging technologies so that organizations know about the conditions outside and encourage people to learn and participate. My extensive experience with service IT delivery is a key execution of the previous objectives. Utilizing my decades of hands on experience and along with existing business partners in the IT industry, a high level of proficiency in service, training and ongoing support can be expected.

Current Contract Responsibilities:

Managing Microsoft Windows Server Family, including any Windows Server version 2003 or greater

Create Microsoft Active Directory Self Service Application

ArcGIS upgrade deployement

VDI integration via baselayer and applayer deployment

Server security, including group policy and related tools

Managing enterprise storage technologies, including Network Attached Storage (NAS) and Storage Area Networks (SAN)

Provide support to Vidsys system user to monitor toll road activity for incident reporting

Administering server and desktop virtualization technology, including at a VMware and Microsoft Hyper-V

NK Parts Industries, Inc.

Logistics and Manufacturing

Information Services Department (ISD) Manager Sept. 2013 to Sept 2015

As the ISD Manager I led a team of technical professionals and coordinated the daily IT operations and services at NK Parts Industries Inc. I utilized my IT operations experience for vendor management, asset management, disaster recovery, and system privacy and security knowledge to ensure that the team provides excellent customer service. I managed client relationship with various business units on the NKP/Honda contract. I stabilized the IT infrastructure and established and implemented good IT policies to increase efficiency, customer satisfaction, and reduction in administrative costs. Of particular note, I managed multiple high visibility projects including the Honda Delivery System project and the Transtron project (Honda Supplier), while keeping tight control of project costs. Additionally, under my leadership, the ISD department achieved the highest reduction in overall administrative cost for the organization in the past ten years. I streamlined the IT infrastructure to allow the deployment of NKP's warehouse Management system in synchronization with the NKP sales needs for systems deployment. Furthermore, I reorganized the IT team to be able to deploy rapid response teams to IT hot spots, while still maintaining the service level expectations of the multiple organizations that depend on the team for growth and sustaining operations. I also worked with senior members of account leadership team to develop ideas for expansion of service opportunities. As the ISD Manager I reviewed the Board level expectations of existing network environment and MS Exchange environment and created a transition documents to upgrade network infrastructure and create MS Exchange migration path from MS Exchange 2003 to MS Exchange 2013.

Office of Speaker Newt Gingrich

The Gingrich Group/Gingrich Communications/Gingrich Productions

Director of Information Technology Jan. 2005 to Sept. 2011

As the Director of IT I worked directly with former Speaker of the House Newt Gingrich as the lead technical resource contact and support for executives and other high-level users to ensure continuity of services in fast paced environment including general helpdesk support, videoconferencing set-up, maintenance and support. In addition, I was the lead technical resource and consultant to the internal team as well as outside companies with strong working relationship with the Gingrich Group. In this role I was also responsible for hiring, development and managing IT Staff along with project contractors in accordance with corporate budgetary objectives and personnel policies. I spearheaded creation of strategic road maps instrumental in executive team planning for IT as I clearly communicated risk surrounding replacement needs for end-of-life infrastructures while blending technical and business knowledge. I successfully used effective communication skills to bridge the gap between internal business and technical objectives as I served as the IT liaison into the business user communities. I established prioritizations and scope of multiple tasks with the executive team to ensure business improvement and optimization across multiple offices in multiple states. I successfully performed detailed data analysis and present findings in a cohesive, high impact format to drive and inform business and technical decisions. I successfully researched new business improvement technologies for presentation at board meetings to assist in business development and growth.

L-Mac, LLC

Principal Consultant Oct. 2002 to Jan. 2005

Web Development and IT Project Management Services

Walter Reed Medical Center

Information Technology Manager Jan. 2001 to Sept. 2002

United Payors & United Providers

Systems Analyst May 1999 to Jan. 2001

PHP Healthcare Corporation

Network Development Database Analyst Jan. 1996 to May 1999

EDUCATION AND TRAINING

ITU Course Completion Certification

Certified Information Security Professional (CISSP)

CompTIA SY0-401 Security+

Cloud Computing Security Knowledge (CCSK)

CompTIA Network+

VMware vSphere VCA 5.5

ITIL

The Catholic University of America – August 2011 - Present

Metropolitan School of Professional Studies (MSPS) Bachelor of Arts Information Technology

Recipient of the Vincent Sheehy Scholarship

Future Media Concepts – November to December 2010

Mac OS X Server Essentials 10.6

Mac OS X Support Essentials 10.6

MicroTek – June 2006

IT Project Management

ICI Systems, Inc. – August 2005 to July 2006

Planning, Deploying, and Managing an Enterprise Management Solution (2732)

Implementing, Managing, and Maintaining a Microsoft Windows Server Network Infrastructure: Network Services (2277)

Implementing and Managing Microsoft Exchange Server 2003 (2400)

Managing and Maintaining a Microsoft Server 2003 Environment (2273)

Chubb Institute – November 2002 to August 2003

Advanced Web Development and Business programming

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