SUMMARY

Results oriented, highly motivated critical thinker with a breadth of information technology, leadership development, and digital marketing experience.

Proven leadership and interpersonal skills capable of developing and explaining complex client based solutions to non-technical users.

Analytical problem solving capabilities and experience defining, building, and improving processes in fast paced changing environments. Specific expertise in:

Superior Customer Service

Organization and Prioritization

Digital Content Development

Manage Multiple Tasks Simultaneously

Excellent Oral and Written Communications

Leadership Development

Training and Technical Support

Project Management

TECHNICAL SKILLS

Operating Systems Windows Server 2003 & 2008, Windows XP, 7, 8, & 10, MAC OS X, VMWare

Hardware Cisco, Lenovo, ELO, Dell, HP, IBM, Apple, Servers, desktops, laptops, tablets, SANs, iSCSI

Software Microsoft Office Suite, Adobe InDesign, Adobe FrameMaker, Adobe Captivate, Adobe Premiere, TeamViewer, SOTI MobiControl, AirWatch, Crestron, iRule, Control 4, ZigBee, Lutron, AutoCAD, Autodesk Design Review, Backupper, McAfee, Symantec

Utilities PXE Boot Server, DiskPart, PuTTY, IMC, XenCenter, vSphere, Netcam Watcher, NetApp

Programming HTML, Java, C, and SQL

EXPERIENCE

Best Buy CO., INC, South Eastern Territory 2007 – May 2016

Retail Functionality Trainer (2012 – May 2016)

Trained and Educated District and Retail leaders, during global restructuring, marketing the importance of functionality, standard operating procedures, roles and responsibilities; empowering the employee workforce to deliver a world class environment and customer experience.

Identified operational performance gaps and developed tailored training solutions, documentation, and training programs laying the foundation for operational excellence that stimulates margin growth, employee and customer satisfaction; impacting 1000+ store locations.

Partner with Vendors and Cross-Functional partners to ensure all digital marketing interactives are up to standard and develop innovative ways to ensure the content adds value to the customer experience.

Territory Administrator of the TMAC process (Technology Move, Add, Change); Best Buy’s internal IT change request process. Utilized Simple Network Management Protocol (SNMP) and Cisco Discovery Protocol (CDP) queries to gather network topology, perform site-survey’s, develop proposals and execution strategies to accomplish the request for change.

Created SOP documentation, outlining execution strategy enabling field teams to consistently manage the TMAC process across each territory; greatly reducing cost and the Request to Execution timeline.

Administered a company-wide QAM video distribution upgrade project, for 1000+ big-box stores, that enabled remote management capability, increased stability, reduced downtime resulting in 99.99% uptime.

Developed support documentation, for Corporate Best Buy, outlining the use of Telnet connections via PuTTY; for technicians to quickly identify and resolve video distribution system issues

Level 4 Field support for enterprise networking, workstation, POS, CCTV distribution systems, and Interactive Displays

Remotely maintained networked QAM video distribution systems, via Telnet, resolving outages.

Partnered in the development of a new Digital Tool (IDIL) enabling retail to maintain their in-house displays, eliminating the need for 3rd party technicians, generating a substantial reduction in annual operating cost

Used SOTI MobiControl to remotely manage retails wireless selling tools and Telxon’s during IDIL deployment

Developed interactive technical documentation, for the new Digital Tool (IDIL), that clearly outlined the steps needed for retail teams to identify, troubleshoot, and repair display issues in-house; streamlining processes across 1000+ stores

Lead Functionality Technician (2007 – 2012)

Managed many multi-cultural diverse project teams while partnering with cross-functional workgroups to execute Program Scope, New Store Openings, Extensive Remodels, and retail store relocations.

IT Project Manager, for 40+ Big-Box New Store Openings, responsible for leading small teams to run IS backbone cabling, terminate and test all cat5e and RG-6 cables per F-3 map, coordinate with General Contractor ensuring fixture builds align with IT installation phase plans, and install Router, Switches, Servers, Access Points, IPT Phones, POS Devices, Network Printers, and Employee Workstation; prior to Grand Opening.

New Store Opening Scope items include:

oDemarcation extension of all T-1, Fiber, and analog lines to the communication room.

oPerformed termination and cross-connections for fiber, cat5e, analog circuits, including backup 911 and fire alarm lines.

oInstallation of main router, voice router, Cisco switch stacks, SAN Server, Access Points, and equipment grounds.

oPartnered with local access providers to perform the WAN cut over; bringing the store router online.

oInstall and Align Hughes Dish, DirecTV Dish, IPT Video Surveillance system

oInstall QAM Video Distribution system and integrated local off-air channels, and balanced AV systems

oIntegrated emergency PA system, IPT router to the local store audio feed.

oManaged cabling crew to route all necessary data runs for all VOIP, Printers, workstation, and POS devices.

oManaged team to install and validate functionality of all end-user devices

Awarded stock options for developing an internal capacity of 80+ individuals, who now handle all low-voltage deployment scopes, resulting in incremental operating cost reduction; year over year.

Developed a national interactive demo enabling customers to experience DLNA technologies by controlling network stored media via PC or tablet and sending such media to a subset of our Smart TV’s. Adjusted VLAN partitioning using Cisco Catalyst switches, balancing business and demo traffic, so not to interfere / access business resources and limiting latency.

Taught End Users how to perform maintenance and troubleshoot system issues for all retail devices.

Ameriquest Mortgage Co., West Palm Beach, FL 2006 – 2007

Mortgage Consultant

Maintained semblance with the various mortgage products available in the market.

Prospected and developed total solution, through comparative analysis; based on customer needs

Acting team leader, teaching best practices, ensuring alignment of contact channels in order to achieve set goals.

Prospected and developed tailored solution, to customers, after carefully analyzing client needs, financial liabilities and status.

Accurate completion of mortgage related documentation in compliance with the lending policies and company procedures

EDUCATION

Bachelor of Science in Business Administration (BSBA), University of Florida, Gainesville, FL

Major: Decisions and Information Science

Areas of Study: Statistical Data Analysis, Business Data Communications, Information Systems and

Operations Strategy, Data Modeling and Business Informatics, Financial and Managerial Accounting.

Extracurricular: Brad Anderson Chairman Award, Florida Bright Futures Scholar, University of Florida DIS Society, Golden Key Honor Society, National Society of Collegiate Scholars, Phi Delta Theta International Fraternity

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