Michael Shaw

***** * ***** ***. – Chicago, IL ***55

773-***-****

acyyik@r.postjobfree.com

www.linkedin.com/in/shawma

Career Summary

20+ years in IT (Helpdesk, Programmer, Level III Support, Network Administrator, Software Specialist, Operations Manager, Database Administrator)

20+ years in customer service, training, education and support

Expert in problem solving, efficiency, communication, management and operations.

Certifications

CompTIA - A+ (901/902), Network+, IT Fundamentals

Microsoft - Server 2012 MCSA, Windows 7 MCSA, Excel, Word, Outlook, Access, PowerPoint

CISCO- CCENT, CCNA

Proficiencies

Active Directory Directory Services, Windows Operating Systems, Desktops, Laptops, Tablets, Cell Phones, Printers, Databases, Word, Excel, PowerPoint, Access, Outlook, Routers, Switches, DNS, DHCP, Auditing, Accounts Receivable, Accounts Payable, General Ledger, Payroll, Human Resources, Management, Operations, Retail, Insurance, Education, Training, Photography, Soft Skills, Analysis, Help Desk, Verbal Communication, Written Communication, Multi-tasking, Driving, Imaging, Media, Configurations, Problem Solving, Cisco, Android, iPhone, TCP/IP, PDF, Office, Rollouts, Troubleshooting, Full Life Cycle, Implementation, Installation, Report Writer, Performance Assessments, Learning Management Systems

Experience

Computer Systems Institute - Chicago November 2013 – September 2016

Network and Business Program Manager

Certified in Cisco (CCENT/CCNA), A+ (901/902), MCSA (Windows 7 & MS Server 2012), and Network+

Increased test scores for students 15% on certification tests

Trained students in IT and placed them in many IT support positions in the Chicago Area

Controlled student drop rate with the lowest percentage for a program company wide

Increased sit percentage and pass rate 6 months in a row for certification tests

Responsible for curriculum, instruction, staffing, certification, retention and student support

IT instructor taught IT certification classes

Built strong professional report with students both current and alumni

Created and organized Network and Business Career Program documents and spreadsheets to aid in optimizing instruction and making instruction more efficient

Coordinated with outside vendor on new curriculum and sponsorship

Taught and trained on soft skills to project a positive professional atmosphere.

Chicago Public Schools – Chicago July 2004 – January 2013

Teacher Administrator Coach

Increased test scores for students by 20% on standardized tests, making the highest gains for 3 years

Applied for and received grant for over $80,000 to run school programs

Promoted students successfully with increased knowledge by multiple grade levels

Administrator of school programs.

Setup, organized, facilitated, applied for and budgeted school programs.

Lead teacher and math specialist for the school

Gave in-service to staff on staff development day

Analyzed and created curriculum including Common Core Testing programs

Coached basketball and softball teams to playoff positions

Municipal Software - Harris Computers – Libertyville August 2000 – August 2004

Programming Manager

Increased sales of software sold to municipalities for AR, AP, GL, payroll, and many more products by 26%

Reduced support costs by 32%

Became a key member of product management staff, working between client and developers in design, production, and implementation through conclusion and during support contract.

Reduced Level III technical support response time to completion (Remote/Phone/in Person)

Managed programming staff

Conducted hiring and reviews of staff

Produced software sold to municipalities for AR, AP, GL, payroll, and many more products

Coordinated and conducted user and staff meetings

Collaborated with trainer to design and implement training materials for software produced for the municipality

Level III technical support (Remote/Phone/in Person)

Analyzed customer needs and customized the software

Mediated installation and maintenance of software products

Old Republic General Services – Chicago February 1994 – August 2000

PC Operations Manager

Managed projects with subsidiaries including new software and hardware deployments, rebuilding infrastructure and new business models with 100% success

Created training programs from documentation to manuals and trained users saving company over $10,000 annually

Increased help desk efficiency by reducing ticket time from 50 minutes to 7 minutes and reduced staff from 6 to 2 technicians

Maintained customer service excellence for six consecutive years

Transitioned multiple subsidiaries from Novel to Microsoft with no disruption to production

Converted hard copy documents to electronic and cataloged them four months before deadline

Managed PC support staff for corporate building and eight companies affiliated with ORGS

Created training programs from documentation to manuals and trained users

Conducted hiring, reviews and training of staff

Maintained customer service training

Conducted meetings with customers and staff

Help Desk support manager

Installed, trained, and supported all PC software

Network manager in charge of rights, installation, backup and maintenance

Hardware support manager

Email system facilitator

Special projects, document processing and Crystal Reports

Electronic document publishing

Rogers Enterprises, Inc. – Matteson June 1984 – February 1994

PC Operations Manager / Accounting Coordinator

Created and programmed POS system used companywide increasing accuracy and reducing staff cost

Saved company over $1,000,000 in inventory costs.

Saved company over $100,000 annually in operations cost

Maintained all PCs and 39 store offices with a 98% uptime.

Supervised staff of over 100 company wide

Responsible for and traveled to stores in four states

Retail sales, customer support and store management

Responsible for all programming, software, hardware, purchases, training, analysis, and maintenance of PCs company wide.

Designed systems for payroll, sales monitoring, inventory, and customer tracking

Converted AS400 system to Data General Avion machine running a proprietary system copied off of mine.

Education

Concordia University - River Forest Masters of Art, Administration

St. Xavier University – Chicago Masters of Art, Education

- Kappa Delta Pi Education Honor Society

Lewis University – Romeoville Bachelors of Art, Psychology

- Sigma Phi Epsilon Fraternity

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