WILBERT ODUMS

***** ***** ***** ***. **** * Overland Park, KS 66210 * 816-***-****

E-mail: ad39kv@r.postjobfree.com

EDUCATION: B.S. Information Technology with emphasis in Microsoft Systems Management National American University, Kansas City, MO, 3.2 GPA SUMMARY OF QUALIFICATIONS: Able to lift over 50lbs. and perform labor in all weather conditions. Experience in working unsupervised and performing technical work assignments. Currently ITIL Foundations v.3, and HDI Client Support (Help Desk) certified with 20+ years customer service experience. T Daily troubleshooting of network, server, and client computer issues. Organize contract work with external IT vendors. Repair, replace, and purchase vital equipment for the company computer environment. Lead help desk initiatives and team lead of a group of 3. 15+ years experience training IT employees. Main contact for repair and/or replacement of broken equipment as well as tracking the service calls. I report all repairs handled to the team as well as supervisors. I organized and lead the cleaning and maintenance of all Data Centers and Communications hub rooms. Currently rack servers, minor hardware repair and replacement, network configuration, replacement of network access points/firewalls, and answering trouble tickets as well as calls related to hardware and application software used by the organization. Able to travel extensively.

COMMUNICATION SKILLS: Over 20 years experience in Customer Service. Organized management responsibility to other members of AT&T's Self Responsible Team, Saint Luke's Health System Hosting team, and Honeywell FM&T One Stop Computer Department. Managed customer accounts, inquiries, and equipment repairs Nielsen . Adapted customer resolution techniques to approximately 1,000 Inbound/Outbound billing inquiries a month. Developed enhanced programs to maximized effectiveness in Sales/Marketing. Trained employment sites on computer applications for companies with as many as 1,500 employees. ORGANIZATIONAL SKILLS: Managed the workload for a group of up to 35 employees. Structured time frames for customer call backs. Utilized analytical skills for judging account adjustments. Formatted multiple programs for the development of training employees. Utilized networking skills to organize data for presentations to clients, organizing and scheduling field visits, setting up repairs, and followups on completed work. EMPLOYMENT: November 2021 - Present Reliance Label Solutions, Paola KS Sr. IT Administrator - Sole person tasked with overseeing computer,network, and phone systems for 70 employees. Daily troubleshooting of network, server, mobile devices, and client computer issues. Organize contract work with external IT vendors. Repair, replace, and purchase vital equipment for the company computer environment. Lead help desk initiatives and team lead of a group of 3. Administrator in Microsoft Azure environment, Microsoft AD both local and Azure, Server administration, and Intune. Configuration of Fortinet switches, access points, VPN, and firewalls. Administration of VOIP phone systems(AVAYA). Administrator for VM Ware virtual server environment. Sole administrator of Microsoft Office suite,Sharepoint, and CRM. November 2018 – November 2021 The Nielsen Company, Kansas City MO Field Technician – Hardware /Software Repair/Service Installation Technician with duties that include Asset/ Inventory Management. Work as a personal account representative for up to 100 accounts. Install and maintain telecommunication and television equipment used for company data collection. Configuration and programing of equipment. Travel regionally required to perform duties. Operation of company vehicle required.

December 2015 - April 2018 HoneyWell FM&T, Kansas City, MO IT Customer Support Specialist I - Hardware/Software Repair Technician. IT Asset Manager. Worked with a team of 6 people in maintaining and deploying IT devices for a factory of 2500 workers, including wireless devices, laptops, desktop computers, and all additional peripherals. Sole party responsible for handling the ordering, inventory, and stocking of all technology devices for the factory. Contacted the vendors to arrange shipments, procured payments, and coordinated the deliveries to the factory.

2005-2015 St. Luke's Health Systems, Kansas City, MO Hosting Services Tech II- Tasked with the duties of monitoring and troubleshooting all critical server processes. Performed scheduled back-ups for critical server processing. Customer service support for computer applications and hardware. Responsible for peer training and development.

1996 - 2005 AT&T, Kansas City, MO

Account Representative- Tasked with the duties of handling Inbound/Outbound billing inquiries. Performed residential sales of telecommunication products. Mediated negotiations on accounts and resolved customer complaints. Maintained open communication to supervisor about correlation of work.