Manager Technical Support
Resume:
Barre, Vt
Phone 802-***-****
E-mail ********@*******.***
Al Dubuque
Professional experience
July 2014-Present
State of Vermont States Attorney Sheriff’s Office Montpelier, Vermont
IT Director
Job Duties
Developed optimal solutions to major computing or telecommunications problems and performed the design of technical solutions. Responsible for design, implementation, and maintenance of a large Local Area Network (LAN), multiple LANs, or a Wide Area Network (WAN). Manage the planning and oversight of multiple projects. Develops plans for the maintenance of major systems, database management software, applications, networks, and telecommunications. I do qualitative and quantitative outcomes of assigned projects. I have developed measures for determining compliance with the strategic plan and work specifications based on plans and objectives. Continuing to develop information technology solutions to organizational problems and maintains infrastructures supporting hardware and software planning and evaluation and planning activities. Process requests for proposals for departmental review and approval, enters into contracts with vendors, and monitors vendor performance. Obtains funding and approval for activities. Sets rates for system usage and terms for chargeback. Reviews the performance of personnel and equipment. Supervises assigned staff, including hiring or recommendation to hire, performance evaluation, and corrective action. Collaborates with senior management to develop system strategies and standards. Performs related duties as required.
Oversee 4 man IT staff made up of contractors and state employees that serve 237 users. ICT design, operations technical support with supervise telephony and web development.
Create, execute, and reviews project work plans, including scope, schedule, and cost, and revises as appropriate. Identifies and coordinates assignment of resources and ensures resource plan is carried out consistent with overall project goals and schedule and control day to day operational aspects of all projects, and will also provide oversight of a project portfolio. Reviews deliverables prepared by vendor to ensure consistency with requirements and recommends acceptance or rework. Minimizes risk to State of Vermont and project sponsors through leadership and risk mitigation planning. Manages document management, including version control, and creates project records. Accomplishes earned value management calculations and reporting by tracking team hours, progress in terms of scope, and expenses. Develop and administer project budgets. Prepare and present information to management or the legislature. Supervise and/or mentor junior staff for both project and career growth, and make staff development recommendations.
November 2008-July 2014
State of Vermont Department of Liquor Control Montpelier, Vermont
Network Manager
Primary
Developed optimal solutions to major computing or telecommunications problems and performed the design of technical solutions. Responsible for design, implementation, and maintenance of a large Local Area Network (LAN), multiple LANs, or a Wide Area Network (WAN). Presents technical data and information to a wide range of publics including non technical groups. Oversaw 78 employees as it pertained to retail, warehouse and enforcement personnel as it was regarding computer services. Prepared technical proposals on configurations and solutions. Provided technical support in the advancement of proposals through management. Acted as liaison within and outside of government as part of the technical decision making process. Negotiated contracts with vendors.
Technical work providing support for the operation of large computer and telecommunications systems, all operating systems, hardware configurations and network connections for a department or agency of Vermont State Government. Functioned as the supervisor or team leader of focused work groups on a regular basis. I am a technical expert for all areas of information technology (IT), such as systems development and network administration. I regularly perform assignments with a high degree of independent action and will normally provide training and instruction to entry level Specialists. I worked with 9 servers and 8 operating systems in my day to day duties.
November 2005-2008
State of Vermont Department of Liquor Control Montpelier, Vermont
Systems Developer
Primary
Evaluate performance of hardware and software interfaces and identifies alternatives for optimizing the usage of agency computer resources. Applies generally accepted programming standards and techniques to assure efficient program logic and data manipulation. Participates in designing, coding, testing, debugging, configuring, and documenting operating systems and software applications. Installs software and user utilities for modifications and upgrades of operating systems at the workstation environment. Work with personnel in the department to analyze current operational procedures, identify problems, and learn specific input and output requirement such as forms of data input, how data is to be summarized, and formats for reports. Writes detailed description of user needs, program functions, and steps required to develop or modify computer program. Studies existing information processing systems to evaluate effectiveness and develops new systems to improve production or workflow as required. Responsible for the adding with technical work maintaining and updating department or agency computer databases. Establishes data base administration procedures, sets standards, educates staff on effective database usage, and discusses with other System Developers the appropriate design and development applications.
Secondary
Answer evaluates and prioritizes incoming telephone, e-mail and in-person requests for assistance from users experiencing problems. Determines the most appropriate course of action, and presents a resolution or routes the problem to the appropriate personnel. Handles problem recognition research, isolation resolution and follow-up for routine end- user problems referring the most complex problems to higher level help desk staff, or supervisor. Logs and tracks calls, maintains history records and related problem documentation. Acts as a secondary response for technical and printing support. Ensures that responses or resolutions to questions, problems or configuration changes are handled in a timely manner and follow-up with end-user once problem is solved. Alerts supervisor of common issues for appropriate communication to end user groups. May conduct training on software or systems. May assists in assuring that training remains current with all statewide and division policy changes. Provides assistance as a project team member on upgrades, including test script. Provides assistance to the Network Administrator with network troubleshooting to isolate and diagnose common network hardware problems. Assists with upgrading network hardware and software components as required. Aid in installs, upgrades, and configures network printing, directory structures, rights, security, software, and files services. Provides users with network technical support. Ensure daily system backup are performed on a timely basis. Responds to needs and questions of users concerning their access to network resources. Installs and tests necessary software and hardware.
August 2004-November 2005
Northland Job Corp Vergennes, Vermont
Senior IT Instructor/CIO
-Develop and train students in all aspects of computer applications in the work place with hardware, network, software, curriculum, modules
-Focus on Desktop Support, Computer Hardware, and Networking all facets of job place applications taught in a class setting
-A+, MOP, MCSE, Novell and other platform certification training
-Insure proper security procedures are in place to ensure federal and state requirements
-Develop lesson plans and student progress reports for the proper training
-Develop and implemented training module in Linux, Redhat and others
-Provided desktop support campus wide with AIX and PC platforms
-Trained students 16-26 years old and company employees on company security procedures
October 1996-May 2004
IBM/Vermont Technical College, Vermont
Team Lead Worldwide Education, Project Administration and Desktop Support
Manager of VTC North Campus
-Lead project administrator who provided task management support for multiple projects
-Responsible for application and system development with business requirements
-Developing system specifications, designing and coding applications
-Responsible for enhancing and maintaining all back-office systems.
-Writer and editor of highly technical manuals for IBM ASIC microprocessor industry
-Prepared technical presentations that took research and collaboration with engineers
-To help the education and technical process get to the electronic media services.
-Oversee all database and web applications that are tied to the ASIC division for
their correctness
-Review all and ensure all customer web applications are up to date and accurate
-Team lead in department of 11 employ
-Oversaw the daily administration of a 7 classroom, 1 chemistry lab, 1 electronics lab and 2 computer lab campus
-Ensured science labs were up to VOSHA and ISO industry standards
-Managed budgets and responsible for P&L to Vermont state budgetary standards
-Scheduling and organizing classroom calendars
-Recruited adjunct instructors to fill program schedules
-Managed network and IT issues in computer labs
-Maintained and serviced education workstations for proper operation and
networking (LAN)
-Kept up to date on all computer design programs and platforms to trouble shoot any IT problems
-Oversaw and trained administrators to take over daily tasks
-Critique trainers and instructors to improve delivery techniques
-Responsible for lab equipment maintenance and ordering
Store Manager- Zayres Department Store
Night Clerk- Holiday Inn
Desk Aide-Howard Johnsons
Night Manager- UVM Food Service
1975-1988 University of Vermont/Johnson State College Vermont
Bachelors Education
1993-1998 Vermont Technology College Vermont
Associates Computer Science
Training
Microsoft Certified Systems Engineer 1999
Cisco Certified Network Professional 1998
Microsoft Certified Professional 1999
Microsoft Office Trainer 2002
Lotus Notes DB/Domino 2002
A+ Hardware/Software Certified 2004
Outlook Mailing Systems 2005
Programming SQL Server DBs 2006
Access Database Level 1,2,3,4 2007
Crystal Reports 10 2007
SQL Enterprise Manager 2008
Awards
August 1999 IBM ASIC Employee of the month
1999 IBM ASIC Employee of the Year
September 2007 Employee of the Month
14 Peer Recognition Awards
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