Dedicated and driven IT professional with comprehensive and expansive expertise in managed IT services, software application implementation, multiple operating systems support, training and troubleshooting of multiple software applications and hardware/equipment platforms.

Core Strengths and Skills:

Microsoft Certified Professional

Proven record of success in IT Management and Managed IT Services Provision

Proficient in multiple computer applications and operating systems including: Windows XP, Vista, 7, 8, Server 2003-2008, Office, Acrobat, Photoshop, Fireworks, Etc.

Proficient in remote desktop support via VM, VPN, Client Access, and NOC, remote services.

Vast experience in customer service, public relations, supervision and management

Knowledge and skills in development and implementation of IT Process Improvement, and Quality Assurance

Increased Return On Investment (ROI) and client cost/overhead reduction

Excellent oral and written communication skills

Proficient in creative problem solving, conflict resolution, and managing priorities

Highly motivated IT professional with over 18 years proven experience

Professional Experience:

Earth Fare: Technical Support Specialist May 2014 – Present

Primary focus: Implement and provide support services via remote access / remote management for 500+ systems at retail locations within the southeast US, 900+ remote users and 350+ home office staff. Communicate with network security and field services departments to insure network security, proper network access and adherence to industry best practices. Work with operations and to establish strict guidelines for systems use, systems security and systems access. Collaborate with internal IT staff to ensure seamless integration of new system and hardware upgrades, coordinate trainings, and manage software rollout. Ensure that appropriate methodologies are used and in place to ensure a stable retail environment and end user experience with regard to product ordering and inventory management. Manage and troubleshoot system issues as needed. Participation on-call rotation of one week per 1.5 months.

Earth Fare: Retail Application Specialist April 2013 – May 2014

Primary focus: Implement and manage Retalix computer-assisted ordering and inventory management system. Collaborate with product category/department managers and operations personnel to effectively map business processes to the computer-assisted ordering and inventory management system. Work with operations and receiving personnel to establish strict guidelines for receiving product. Implement and manage demand driven replenishment system dashboards and reports, including maintenance of ordering/inventory system analytics, in an effort to continually monitor and improve system effectiveness. Collaborate with internal IT staff to ensure seamless integration between new ordering/inventory system and existing retail systems. Certify that appropriate methodologies are used and in place to ensure a stable retail environment and end user experience with regard to product ordering and inventory management. Manage and troubleshoot system issues as needed. Act as supplemental support for backend retail systems and applications. Participate in various projects involving retail applications and systems as needed. Participation on-call rotation of one week per 1.5 months. Light travel as needed

WNC WebWorx: Owner September 1996-April 2013

Primary focus: Increase Return On Investment (ROI) by expansion of Managed IT Services Provision (MSP) contract sales, scheduling and management of customer service/support appointments. Daily operations of IT focused business; supervision of up to ten (10) technicians, direct/face-to-face interaction with clients, vendors, and manufacturers, to ensure proper support and maintenance of all products sold and serviced. Negotiation, sales, and management of MSP contracts, direct interaction with IT Sales and Technical support teams to ensure and strengthen customer relations. Responsible for accounts receivable, accounts payable, payroll, and sales tax liability reporting. Secondary responsibilities include build-up and testing of custom computer systems, troubleshooting and systems diagnostics; computer repair and upgrade; design and installation of wired/wireless networks, including custom server design, installation, and managed network supervision; sales and installation of IP based video conferencing systems and IP based surveillance equipment; sales, installation, and support of Point of Sale (POS) solutions; custom web design and web hosting; and in-house/on-site service calls.

Accomplishments: Expansion of business and increase of revenue by more than 125% (based on previous years’ sales) by improving quality of service, services offered, and customer relations. Expansion of services offered to include Managed I.T. Services thus expanding our target market and business footprint. Negotiation of service contract with one of the area’s primary mental health care facilities, which increased revenue by $30,000.00 per year.

Andy’s Pak-N-Post: Managing Partner March 1996 – December 2011

Operation of a United States Postal Contract Station, UPS Authorized Location, FedEx Authorized Location, and Money Services Business (check cashing, money transfer services, and pay station), packaging, shipping and logistics, responsible for marketing, sales, customer service, human resource management, accounts receivable and accounts payable, payroll and sales tax liability reporting, keeping current with all USPS, UPS, FedEx, and IRS (money services) regulations, contract negotiations (USPS stipend, commercial property lease, commission rates, etc.)

Accomplishments: Expansion of business and increase of revenue by more than 100% (based on previous owner’s sales) by improving quality of service, services offered, and customer relations. Reduced expenses and spending by 35%; created and implemented several process improvements with measurable results for the business.

UpTime Computer Services: Sales / Service Manager January 1992 – February 1996

Expanded responsibilities including full operation sales and service divisions of a multi-million dollar computer services firm, full responsibility for staff coverage in both sales and service departments, accounting practices (balancing of cash receipts, submission of financial and analytical reports to directly to CFO, expense and payroll submissions, petty cash disbursement, monthly budget, profit & loss), inventory control, marketing, margin control, building customer base, customer relations management and community relations, maintaining physical plant

Accomplishments: Increased revenue by 38%, reduced employee turnover by 40%, received recognition and awarded best performance, received local media recognition for participation and fund raising efforts for local non-profits (United Way & Battered Women’s Shelter Program).

Education:

Institute of Art & Design Technologies (I.A.D.T.) Currently Enrolled

Currently Enrolled - Bachelors of Science Degree in Information Technologies & Graphics Design; On-Line