Manager Customer
Resume:
Denver, CO *****
*******@*****.***
OBJECTIVE: To utilize my technical account management and application service provider support experience in a role that allows me to provide high level technical account support. SUMMARY: Results-oriented senior level manager leading the IT operations teams and enterprise scale projects in a large, fast-paced IT environments. Background includes 20 years personnel management experience and hands-on Cisco, LINUX, Microsoft, and Mac OS skills, strong project management skills, consultative abilities and customer service. TECHNOLOGY AND MANAGEMENT EXPERIENCE June 2000 – Present Cynthia Jackson Psychiatry, Denver CO Oct 2019 – Present IT Consultant
• Implementation of digital prescription software with secure authentication.
• Implementation of google suite solution for calendar and document sharing.
• Development of content and building website.
• Research and development of ketamine treatment program.
• General IT maintenance and support.
D1 Auto Credit, Lakewood & Thornton CO July 2015 – Present IT Consultant
• Deployment of VPN tunnel to allow Thornton location access to Lakewood’s server inventory software.
• Remote Desktop deployment to minimize server inventory software’s broadcast traffic across VPN tunnel.
• Print service redirection for Remote Desktop solution.
• Server and Firewall management.
• General IT maintenance and support of two locations. Trading Technologies International, Inc., Chicago, IL May 2006 – April 2012 Technical Account Manager
• Front line, customer facing technical and support liaison for TT external customers. Manage, advocate and develop highly effective relationships across all internal departments as well as varying levels of management at customer sites.
• Understand and prioritize on behalf of the client to drive timely resolution of issues through hands- on involvement and highly effective communication between responsible parties at the client site and TT. Escalate and assist with all technical issues as appropriate.
• Use project management methodologies (ITIL) to track and drive customer requirements and advise on implementations for technical solutions. Main focal point to steer all client upgrades and configuration changes.
• Development and maintenance of a solid working knowledge across all past, current and future TT products / platforms. Instruct clients as to best path forward with TT software as it relates to their unique environments.
• Provision of technical and systems management advisory services. Ensure skills transfer and customer readiness through the provision of training and customized individual updates. Kevin M. Walsh
• Act in an advisory capacity for maintaining, troubleshooting and expanding high performance networks for customer base. Direct design for individual client server infrastructures related to TT software.
• Involved with internal Product Release and Management schedules from a software road map perspective. Member of decision making team on product portfolio direction.
• Installed and configured large dual vendor hub-and-spoke Metro Ethernet solution for our major remote WAN sites. Controlled routing, both multicast and IP, for these connections to our various locations and individual traders through load balancing and tracking. Spike Trading, Chicago, IL June 2000 – February 2005 Manager of Information Technology
• Designed and implemented a large-scale e-trading network of over 1000 nodes; led the construction and design of server room, cooling system, raised floor, fire suppression, and cabinetry.
• Installed and configured Cisco Catalyst switches, routers and 80 Windows servers.
• Managed network security using Cisco firewalls and Fluke monitoring software.
• Directed all procurement of all hardware and data circuits.
• Implemented a Cisco VPN Concentrator for remote trading.
• Installed and administered all connectivity for remote offices and exchange market data to CME, Archa, Island, NYSE, NASDAQ, Redi, Instinet, Liffe, CBOT, Eurex, Bridge, Hyperfeed, CQG, Aspen Graphics.
EDUCATION:
• ITIL Foundations Certified April 2012
• LINUX System Administration April 2006
• Fullsail University June 1997 - July 1998
• Associates of Science Degree
• 4.0/4.0 grade point average and Perfect Attendance Award
• National Outdoor Leadership School June 1994 – August 1994
• 30-day Outdoor Survival course, 21-day Kayaking course and 14-day Rock Climbing course
REFERENCES: Available upon request.
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