Process Improvement Security Clearance

T. HENRY GUINN, JR.

**** ******** **** **., ******* GA 30017 678-***-**** ************@*****.*** PAGE 1 of 3

CORE COMPETENCIES

Client Relationship

Management

Data & Root Cause

Analysis

Multitier Network

Architectures

Problem Resolution

Process Improvement

Troubleshooting,

Diagnose & Repair

User Training &

Support

TECHNICAL PROFILE

Networking:

Configuration

Key Word Programming

Operating Systems:

Active Directory (MAC

HD), Microsoft Windows 7

& 8, Microsoft Windows

8.1, XP, 2000, Blackberry

Manager “BES”, Linux

Software:

Pixie, Goestcast, Microsoft

Office (Access, Excel,

PowerPoint, Word),

Adobe, EROS, RQ4, POS

Systems

Languages:

SQL

CERTIFICATIONS

Federal Government

Security Clearance

Currently pursuing

Cisco CCNA

PROFESSIONAL SUMMARY

A highly qualified Business Professional well versed across business functions including but not limited to success in managing client account relations, desktop/user support, sales and systems operations. Proven abilities in process improvement and seamless technology integration with a focus on client or end user satisfaction. Delivers excellent customer service and skilled in collaborating effectively with vendors, customers and staff on all organizational levels to deliver solutions that meet business objectives and requirements. PROFESSIONAL HISTORY

Global Merchant Partners Atlanta, 11/16 to Present IT& sales consultant

Tasked with providing onsite development and support services for infrastructure of business critical systems for startup organization.

Installed, maintained and supported payment solution products and services for business clients with 500K or more in annual revenue.

Collaborated with clients to support business growth based on business goals and assessment of existing technologies.

Trained users in equipment and application use of card processing terminals and POS systems.

Effectively communicated and presented critical matters of business development. progression including reports on the current program, future opportunities and client issues Southeastern Data Cooperative, Atlanta, GA 03/16 to 10/16 Billing Product Support Specialist III

Identifies and resolves client issues with the utilization of SQL with written queries to test and troubleshoot inconsistencies within client network systems.

Proficient in handling escalated calls and provides 1st, 2nd and 3rd Tier Level Technical Support to end-users by phone, email or through remote desktop program.

Manages work orders to meet client needs and address software issues within SLA.

Facilitates the use of UPN as the primary account management system to provide clients the ability to conduct accurate searches, inquiries and data retrieval.

Writes thorough reports on billing activity with clear and reliable data. Dell Services Federal Gov’t, Atlanta, GA 10/15 to 03/16 Center for Disease Control Account Implementation Specialist II PAGE 2 of 3

EDUCATION

International Academy of

Design and Technology

Associates Degree

Graphic Design

Tampa, Florida, Fall 2003

Newark High School

High School Diploma

Newark, Delaware, 1999

Developed, coordinated and monitored project implementation plan in accordance with contract agreement to meet customer expectation.

Monitored every step of the implementation process and project progress; anticipated potential issues and proactively managed details.

Entered commands and observed system functioning to verify correct operations and detect errors and created work orders for add-ons.

Installed and performed minor repairs to hardware, software, or peripheral equipment following information technology security policies according to the Federal Information Security Act standards and specifications.

Secured and managed the performance, processing and receiving of asset inventory including computer systems, hardware, software and equipment for Information Technology Systems Office within the CDC.

Dell Services Federal Gov’t, Atlanta, GA 06/15 to 10/15 Center for Disease Control Help Desk Support

Provided Tier 1/2/3 level telephone support to employees and contractors of the CDC including performing network administration functions including setting up network user accounts and permissions and password resets utilizing Active Directory.

Created and managed service desk tickets, Domain and user accounts and escalated to appropriate levels for onsite assistance via HP Service Manager as well as assigned access rights and permission to use internet facility.

Assisted with remote access through VPN and CITGO using CITRIX Receiver and issued RSA (KEYFOB) tokens for PKI support.

Performed network printer support through driver installation, configuration and calibration.

Installed and trained users on new software, to include but not limited to Microsoft Office suite 2010/2013

Global Merchant Partners, Wilmington, DE 10/13 – 02/15 Business Support Analyst

Tasked with providing onsite development and support services for infrastructure of business critical systems for startup organization.

Installed, maintained and supported payment solution products and services for business clients with 500K or more in annual revenue.

Collaborated with clients to support business growth based on business goals and assessment of existing technologies.

Trained users in equipment and application use of card processing terminals and POS systems.

Effectively communicated and presented critical matters of business development progression including reports on the current program, future opportunities and client issues.

Verizon Wireless, Grayson, GA 02/10 – 10/13

Helpdesk Support Manager (Contract)

Provided IT support for the call center, network, and business locations including but not limited to workstation hardware and software support and IT project tasks. PAGE 3 of 3

Handled intermediate troubleshooting/problem solving, telephony skills, and inventory management including shipping and receiving.

Developed and maintained effective working relationships between channel partnerships, customers, engineers and suppliers.

Led team of telework employees who provided end user support within the call center environment.

Consistently immersed in ever evolving industry knowledge and related news and technology.

Resort Partners, LLC., Dacula, GA 02/07 – 02/10

Account Manager (Contract)

Directly responsible for acquiring and managing all phases of graphic user interface design projects for a wide range of clients from print media to e-commerce sites.

Managed multiple projects simultaneously, successfully meeting projected timeframes.

Assessed clients’ needs and designed graphics for clients from initial concept through product delivery that accurately reflected marketing messages.

Managed client acquisition and relationships by presenting proposals for perspective clients that resulted in profitable relationships for the company. Blockbuster, Bowie, MD 02/06 – 01/07

IT End User Support Analyst (Contract)

Provided technical support assistance to any IT functions directly supporting the Retail Help Desk for all Blockbuster Retail Stores: including hardware, software, and training related to the computer equipment in the store.

Responsible for help desk, asset, problem and service level management while increasing operating efficiency and effectiveness and reducing total cost of ownership

Maintained client relations by responding to, diagnosing, escalating, and following up on problems through discussions with customers. Fulfilled requests, assembled and shipped or installed solutions for customers. Verified proof of delivery against service level and reports exceptions.

References are available upon request.

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