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Microsoft Office Management

Newark, Delaware, United States
January 26, 2017

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Computer operator with over ** years of experience in technical support and operations management supporting helpdesk operations, managing open system infrastructures and mainframe. Specific responsibilities include providing customer support through helpdesk operations, the management of system integration and performance, application performance support, fault detection and problem analysis, and effectively meeting service level objectives. Analytical, detail oriented and adept at encouraging an organized approach to problem solving. Primary areas of expertise include the following:

Project Management

Operations Management

IT Service Management

Training and Support

Process Improvement

Quality Assurance

Helpdesk Support



Customer Support


Microsoft Office Certification

Network+ Certification

A+ Certification

FAA Air Traffic Controller


Clarks Global, Kennett Square, PA

Lead Computer Operator and Shift Supervisor 23 June 26, 2016

Managing data center night shift operations responsible for daily processing of all enterprise production systems

I ensure all production and network systems meet Service Level Agreements (SLA) availability requirements

Monitor all aspects of the client server environments, including LAN and WAN communication networks, and Data Center Environmental systems

Evaluate critical path factors for scheduled work, escalated issues as appropriate and directly assisted support staff in problem resolution and system restoration activities

Provide support to end users for service desk calls during non-business hours

Effectively manage and train staff members to ensure objectives are met

Manage the availability management process for the IT Department. Responsibilities include monitoring, analyzing and reporting data related to the availability of critical systems and components

Collaborate with the business area to analyze and determine the application requirements for service availability

Assist the network and business support teams in the evaluation of performance related issues

Utilize IT Availability Notification process for notifying the business and IT management when an application or system indicates performance degradation or failure

Utilize hardware and software monitoring products to facilitate problem identification, resolution and recovery of systems and network entities

Provide day-to-day project and technical support for Data Center networks and internetworking technologies

Multi-tier level user support via phone and email

Provide daily report on service availability and production issues

Perform offsite software installation and upgrades

Rollins Trucking Corporation, Wilmington, DE 2000 – 2001

Computer Operator

Mainframe production jobs

Use multiple media types to perform printing functions

Produce and monitor large printing jobs

Comcast Cable, Wilmington, DE 2000 –2000

Help Desk

Provided help desk support


U. S. Army 1978 – Retired 1999

Station Commander

Track Commander

Unit Supply Sergeant

Personnel and Resource Management

FAA rated Air Traffic Controller


CompTia Network+ Certification – June 2001

CompTia A+ Certification – April 2001

Microsoft Office Specialist 2010 Certification

NT, IBM Blade Servers, WTS, and Unix-AIX Servers

Windows XP, Windows 7

Microsoft Office Professional 2007, 2010

Electronic Data Interchange (EDI)

Micros - Point of Sales for Retail

Retek – Retail Business


Product Life Cycle Management (PLM)

Retail MID – Chain and Store Management Systems


24 x 7 Scheduling



Goldey-Beacom College, Wilmington, DE

Degree: Master of Business Administration with a Concentration in HCM Pending Completion May 2017

Degree: Master of Business Administration with a Concentration in IT Graduated May 2016

Degree: Bachelor of Business Administration Graduated May 2015

Degree: Associates in Business Administration Graduated May 2014

Delaware Technical and Community College, Wilmington, DE

Project Management November 2010

Java Programming May 2009

Oracle May 2008

MCSE Certification, exam 70-210 2004


ULLS-S4 Operator/Supervisor Course

Hazardous Waste/Materials Regulatory Compliance Course

Noncommissioned Officer Logistics Program

Noncommissioned Officer Academy

USAR Maintenance Course

USAR Logistics Management Course

USAR Organizational Supply management System Facilitator Workshop

Supply Course

U. S. Army Quartermaster School

U. S. Army Institute of Personnel and Resource Management

U. S. Army Aviation Center

Air Traffic Control Tower Operator Course

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