Systems Administrator Customer Service

Coby L. Cupp

Objective

A leadership role in a challenging environment, directing the development of technology within the organization.

Professional Experience

Names and Numbers - Pittsburg, KS

June 2008 – October 2020

Systems Administrator

●Function as the lead local area network and phone systems administrator.

●VMWare, Install Virtual Servers and Failover Clusters and KMS (Key Management Server).

●Windows Server 2019 Datacenter. All customer contracts are scanned into a repository so employees can access them when needed.

●Set up a Windows 2019 Datacenter Virtual server with Virtual Switches in Hyper-V Failover Cluster.

●Setup Nic Teaming with 6 1-Gig Network Adapters on each Physical Server with switch independent setting to allow balancing of traffic over the Nics and Gigabit Switches.

●Install and Support Sage Peachtree Accounting Server as a Virtual Server and Timeclock Web Interface.

●Upgrading Servers from 2008 R2 to 2016 and 2019 as well as Exchange Server Administrator.

●To migrate from 2008 to 2019, we converted the .vhd hard drives to vhdx in Hyper-V. and copy them to the new Cluster Storage on the Array.

●Routing/Switching/Firewall as well as IDRAC as well as storage arrays.

●Responsible for providing technical support and assistance to all users.

●Assist with the supervision and management of technology personnel and resources

●Support all projects, tasks and responsibilities assigned to the Technology Department.

●Assist with the development, implementation and administration of department and company policies as it pertains to the Technology Department.

Aegis Communications/American Express - Joplin, MO

March 2008 – June 2008

Customer Service Rep.

●Answer questions from American Express Card Holders relating to Membership Rewards.

●Assist in obtaining travel reservations and bookings for flights and hotels.

●Escalate problems as needed.

●Identify areas where I can provide Customer Service Opportunities above what the Customer is asking.

Crowder College/Business Alliance - Neosho, MO

Part Time Feb – June 2008

MSOffice Instructor

●Train employees in use of Microsoft Office Products -Basic/Intermediate/Advanced levels to increase productivity

●Prepare curriculum for use in classroom

●Follow-up at employer’s place of business to ensure techniques learned in the classroom are applied in the workplace environment

KCA Financial Services, Inc. - Geneva, IL

October 2005-October 2006

Director, Information Systems

●Installed a new IP Office Phone System in one of our Satellite Offices

●Upgraded both satellite offices from dumb terminals and DSL connectivity to Thin Clients and PTP T1’s

●Maintained, upgraded, and diagnosed problems with the CR Software Database System

●Designed and implemented a disaster recovery solution for satellite offices in case of PTP failure

●Implemented a Scheduler Server to streamline and automate processes

●Responsible for all Client/Vendor relation issues and resolutions

●Implemented a Web Payment site and integrated with our Database System and Bank Vendor

●Participated in new PPMS (Professional Practices Management System) program

●Brought Email Server in house from outside Vendor Management and created a fail over in case of outages

Encore RMI - Olathe, KS

February 2002-January 2005

Director, Information Technology

●Built a network operations team responsible for the internal infrastructure along with implementing new technologies within the organization

●Designed a high level, all encompassing disaster recovery/business resumption plan to assure max data loss not to exceed one day

●Negotiated contracts for Long Distance Services (RFP) and point-to-point T1's connecting our remote offices.

●Successfully rolled out Network Intrusion Devices and Firewall within 3 months

●Brought on an additional satellite office and incorporated into Business Continuity Plan

●Carried out all network infrastructure purchasing as well as vendor relations management

●Coordinated all Server and Dialer upgrades in an operational environment requiring 100 percent uptime

●Acted as Security Officer for all client Security Audits

●Implemented an Interactive Voice Response System

●Performed Capacity and Utilization tracking to ensure maximum agent productivity

(AIH) Assoc. of Independent Hospital – Shawnee, KS

October 2000-October 2001

Vice President, Information Systems

●Analyzed user requirements, procedures and problems in order to improve existing computer systems

●Wrote detailed description of user needs, program functions and steps required to develop computer programs

●Served as Administrator for AIH, including Unix, Linux, NT Server 4.0 and Telecommunications system administrator

●Reviewed computer systems capabilities, workflow and scheduling limitations

●Contributed to all aspects of the corporations information systems needs

●Determined if requested program change was possible within existing system

●Studied existing information processing systems to evaluate effectiveness

●Delivered oral and written presentations for workflow procedures

●Developed new systems to improve production and workflow as required

●Identified problems, diagnosed causes and determined corrective actions

●Conducted studies pertaining to the development of new information systems to meet current and projected needs

●Planned and prepared technical reports, memoranda and instructional manuals as documentation of system development

●Upgraded systems and corrected errors to maintain system after implementation

●Assisted in preparation of the corporate employee policy manual

●Assisted the Corporate President in planning and determination of the Information Systems Budget

●Analyzed workflow charts applying knowledge of computer capabilities, subject matter and symbolic logic

●Assisted subordinates and supervisors in identifying and resolving problems

●Presented and expedited solutions to prospective clients to receive new business in an electronic format

CCConsulting - Jacksonville, FL

March 2000-June 2000

Owner/Consultant

●Served as a Network Consultant for Blue Cross Blue Shield of Florida to finish up the Transition after the purchase of Coventry Health Care of Florida

●Instructed and trained BCBS Network personnel in how to administer the Document Management Server and retrieve images from storage

●Documented procedures and Server Specifications for the Document Management Storage and Retrieval System purchased from Coventry Health Care

Coventry Health Care of FL - Jacksonville, FL

February 1996-March 2000

Information Analyst

●Designed imaging system to provide management with specific data from computer storage

●Served as a Network Administrator, troubleshooting Wide Area Network Problems as well as Local Network Problems Utilizing NT Server 4.0 and Citrix

●Was instrumental in the transition of Coventry Systems to Blue Cross Blue Shield of Florida Systems

●Expedited communication between upper level management and general personnel

●Facilitated Corporate Closures by traveling to each Coventry Location in Florida to Transition to Blue Cross Blue Shield after the Purchase

●Established a successful Help Desk

●Served as mediator for Coventry, including resolving conflicts and interpreting requests from the Purchasing Corporation

●Conferred with project staff to outline work-plans and to assign duties, responsibilities and scope of authority

●Instructed and trained Blue Cross Information Systems employees on Coventry Processes

Technical Training

Microsoft, Microsoft Certified Professional

Linux, Linux Certified Administrator

Novell, Certified Novell Administrator

Ontario Systems Corporation, FACS Administrator

Avaya, Definity G3i Administrator, R1 Audix

CRSoftware, CRS Administration

Education

SMSU, Southwest Missouri State University BS Computer Information Systems

University of Phoenix MBA/Technology Management – In Progress

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