Customer Service Information Systems
Resume:
Leah Whitmire
****.********@*****.***
SUMMARY
Senior IT and Building Ops Director with over 10 years experience in the information technology and customer service fields.
SKILLS
Cloud Services
•Office 365, Admin User, Admin Portal, User management, Azure, MFA, Mailbox tools and management, SharePoint, Teams, One Drive, and Skype.
•Adobe Suite and Account Management.
•User file cloud backup & restore.
•GoToMyPc, Zoom, GoToMeeting, GoToWebinar, and Google Hangouts.
•MaaS360 MDM
Information Systems Security
•Security involving network security, physical and systems security audits, virtual private network, data encryption, Active Directory, user rights and privileges, print management, security policies including e-mail, password, and information systems user policies.
•Disaster recovery planning.
Application Software
•VMare
•Cisco VPN and Remote Desktop
•Microsoft products including Visual Studio, Office 2003, 2007, 2010, 2013, 2016, Outlook, Word, Power Point Excel, Skype, Publisher, Access, Visio and Project.
•Adobe Suite
•Cloud service clients.
•Mobile Apps like Square.
Operating Systems
•Windows Server 2003, 2008 R2, 2012 R2, 2014, SQL Server 2008 R2, and 2016. Windows 95, 98, XP, Vista, 7, 8, 8.1, and 10.
•Mac
•iOS
•Android
Hardware
• Virtual Servers, Servers, Mac and Windows machines, connectivity devices including modems, routers, hubs, printers, scanners, cameras, card readers. VOIP phones, mobile phones, and iPads.
Telephony
• VOIP, Avaya PBX, phone management, remote phone management, phone setup, voice to email, and call forwarding.
Building and Security
•Access management and scheduling for badges, card readers, doors, gates and elevators via Access Expert.
•Security camera management on iVision DVRs.
•Alarm services
•Nightly security service
•Badges and card readers
•Elevator Resets
Infrastructure
•Budget, Purchases, Services and Warranties
PROFESSIONAL EXPERIENCE
Senior Director of IT & Operations at United Way Metropolitan Dallas, Texas, 2017 - October 15, 2019.
•Managed budgets and handled all invoices and purchases.
oSent purchase requisitions through procurement enabling donations to make the most community impact.
•Managed all IT services and infrastructure on premises and remotely.
oResponsible for creating, maintaining and enforcing business continuity plans and security policies.
oResponsible for infrastructure including hardware, warranties, security, maintenance and inventory.
oResponsible for all services, software, security updates and patches.
oResponsible for proper hardware disposal and the retiring of services, equipment, and user accounts.
oResponsible for all telephony including VOIP service, Avaya PBX systems, cellular services, fire alarm and elevator emergency service lines.
oMigrated multiple internet services to one bundled service for easier management and saved the organization 50K.
Involved installing and configuring the new ISP hardware and firewall service with VPN, setting up separate secured staff and guest WIFI networks, porting over existing VOIP numbers, and testing all configurations.
oManaged and implemented O365 services with admin privileges.
oMigrated user files to the O365 cloud utilizing SharePoint online with plans to save money by eliminating 3rd party user file backup/restore services.
oRetired old Active Directory accounts in compliance with best security practices and saved money removing unnecessary/unused O365 licenses attached to them.
•Managed building services and security on premises and remotely.
oEnsured fire panel and elevators were up to code. o Managed building utilities (water and electric).
oExperienced in HVAC and Temperature Control using Carrier’s i-Vu Building Automation System.
oManaged the fire alarm system and resolved issues including doors not latching. Took all dispatch calls 24/7.
oReset elevators when stuck. o Created security badges and set access permissions. o Managed schedules for all building access involving badges, card readers, doors, gates and elevators.
•This position also included the former director responsibilities and was available on call with 24/7 support.
Director of IT & Operations at United Way Metropolitan Dallas, Texas, October 2014 - 2017.
•Managed and trained the Technical Services Associate position.
•Responsible for overall staff technical assistance and daily operations.
•Responsible for Office 365 including Exchange and Outlook issues.
•Created UWMD SharePoint site.
•Quickly learned Crestron Audio Visual systems to support an offsite board meeting at Chase Bank.
•Learned PowerShell to make Exchange changes as necessary and query reports for Active Directory.
•Supported SQL applications and databases.
oCampaign System – Enterprise o Finance Accounting System – MAS500 o Finance Imaging System – Laserfiche
oMaintained SQL Servers that house the MAS500, Laserfiche and Enterprise databases (backups, archiving, software/hardware upgrades).
•Disaster Recovery - Responsible for updating the disaster recovery manuals.
•Responsible for server backups.
•Open tickets with 3rd party as needed for technical assistance.
•Provided support for all uses of AV and phone conferencing systems.
•Provided support to the VP of IT for updates and changes to the Phone System, HVAC controls, Security and elevator controls.
•User support and Help Desk o Managed desktop and laptop repair with IBM and other warranty providers.
oManaged all printer/copier repair and toner replenishment.
oInstalled client software. o Created new user profiles in Active Directory and managed Exchange mailboxes.
oProvided staff orientation.
•Performed fire drill.
•Involved in fire safety training including handicap escape practice using a stair chair.
Technical Services Associate at United Way Metropolitan Dallas, Texas, March 1, 2011 - October 13, 2014.
•Professional Development Training.
oTook courses with New Horizons Computer Learning Centers.
Outlook 2010 Level 1 and 2
Writing Queries Using Microsoft SQL Server 2008 Transact-SQL o Attended Webinars for Office 2013 and SharePoint 2007.
oAttended the 2011 Truist eWay User Conference in Louisiana (Online Campaign Service).
•Worked with the 2011 internal campaign team and created a fun camping theme.
•Worked the internal eWay campaigns for 2011and 2012.
•Researched and found answers to help desk requests for quick assistance.
•Installed and set up printers on the network and for individual users.
•Maintained on premises backups, restored data, and checked servers for warning lights.
•Used Active Directory to assign equipment and assisted with user accounts being locked out and/or needing new passwords.
•Trained users to work from home using Cisco VPN, Web VPN, Remote Desktop sessions, and GoToMyPC.
•Maintained inventory of equipment using Visio and Excel.
•Maintained inventory of printer toner and monitored printer supplies using HP Web Jetadmin.
•Created hard drive images for backups to quickly restore machines.
•Set up dual monitors using USB to VGA devices.
•Installed HHD and Solid State drives in machines.
•Created a building map so new hires could easily find staff, printers, copy rooms, etc.
Technical Support Specialist for Verizon DSL, Telvista Inc., Grapevine, Texas, September 2004 to October 2004.
•Solved internet connectivity problems, reset passwords, and coached customers for hardware setup.
EDUCATION
Bachelor of Science in Computer Information Systems, Information Systems Security Specialization, DeVry University, Irving, Texas, October 2010.
AFFILIATIONS/MEMBERSHIPS
Alpha Chi National Honors Society, January 2010 to present.
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