Elizabeth A. Caswell

*** ********* *****

Watertown, CT 06795

Home#860-***-**** Cell#203-***-****

E-mail: acxw7u@r.postjobfree.com

Professional Summary

A well rounded information technology manager with a wide array of expertise

Project management skills that demonstrate the ability to bring a project from inception to closure

A strong desire to provide the end user with the tools they need to do their jobs effectively

Management and administration of IT policies and programs, and the research and evaluation of new technologies

Good analytical and problem solving skills with the ability to adapt quickly to changing priorities

Ability to interface within the organization and meet scheduled deadlines

Managing customer issues to ensure good customer service

Member of Vistage Key Executives Group

Objective: To utilize my management and technical skills, to promote a team environment, with the highest customer service goals.

Work Experience:

July ‘04 – Nov ‘16 The Network Support Company, Danbury, CT

Director of Service Operations

Responsible for the smooth delivery of day to day company operations

Defined measures and executed changes for operational efficiency such as lowering time to resolution, improving effective billing rates, integration of systems, and improving customer service scores

Managed 20 Network, Server, and Desktop Engineers and additional supervisory reports in Service Delivery, Hosting, and Cabling departments.

Oversaw delivery of support for over 200 clients’ Information Technology needs

Reviewed project plans and developed hardware and software standards

Reviewed work orders to provide clients with accurate and fairly billed projects

Provided clients with insight into where their network environment is headed and guide them in the proper direction

Coordinated vendors such as Verizon, Network Solutions and several other companies to ensure projects are delivered on time

Negotiated client and vendor contracts

Provided clients with network analysis including security risks, provide action plans and quotes for labor, hardware and software

Managed Service Level Agreements and ensured we were achieving our goals

Administered ConnectWise which managed client billing and service tickets

Feb 2001 – July 2004 Goodrich Corporation, Danbury, CT (Formerly Raytheon)

Manager Information Technology Infrastructure

Managed the information technology support of 4 Goodrich locations

Managed a budget of over one million dollars

Managed a total of 15 technicians, from help desk technician to network engineers

Designed Active Directory structures and network topology

Managed the upgrade of NT4 to Active Directory

Managed the upgraded of Exchange 5.5 environments to Exchange 2000

Designed the Disaster Recovery plans for all 4 locations, including testing

Started the ERP project to migrate off old mainframe application to Oracle-based application

Designed and managed the change control process

Implemented a help desk application and user portal

Designed and implemented SAN storage and a tape library backup solution

Aug 97 - Jan 2001 Raytheon, Danbury CT (Formerly Hughes Danbury Optical Systems)

Network Technician/Project Manager

Implemented Compaq Insight Manager to monitor all Compaq servers and workstations in the organization

Provided Level 2 & 3 support to the end user community

Developed and implemented a disaster recovery plan for the LAN-based systems

Installed and maintained a Checkpoint Firewall-1

Install and maintained Arcserve backup solution

June 1996-July 1997 The Network Support Company, Danbury CT

Field Support Technician

Performed the installation of small networks (under 50 PC’s) including designing and configuring the server, workstations, backup and printing systems

Provided consulting services and support for end-users

Trained new users on basic PC & operating system functions

Aug 1989 – May 1996 Hughes Danbury Optical Systems, Danbury CT (Formerly Perkin-Elmer)

Systems Administrator

Maintained and supported a 200 user NT & Novell network

Configured and maintained DHCP, WINS, DNS and IIS servers

Configured & administered a Microsoft Exchange 5.5 email system

Designed and setup classrooms for various computer training courses

Troubleshot and repaired systems and printers

Mar 1988 – July 1989 Consumers Water Company, Portland ME

Computer Operator

Operator of a Prime 3000 Series

Ran scheduled production jobs

April 1981- Feb 1988 Perkin-Elmer, Danbury CT

Computer Operator, Team Lead

Operator of a IBM 3033 Mainframe.

VM/OS JCL

Ran scheduled production jobs

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