IT Operations Professional, Project Manager, & Business Analyst

OBJECTIVE AND QUALIFICATIONS SUMMARY

Seeking an IT Operations position with an organization where utilization of my skills and experience will be able to improve operations, increase profitability, and enhance growth.

PROFESSIONAL QUALITIES AND STRENGTHS

Operational Efficiencies Productivity and Time Utilization

Relationship Building Project Management

Coaching and Mentoring Technical Design and Support

Budget & Cost Control Training

EDUCATION

Webster University

(MBA) Masters of Business Administration

Ottawa University

BS Business Management

Concentration: Information Technology

Concentration: Human Resources

VTC Training Certificates

Cisco CCNA 640-801 Ref No: 2008/04/15599 Date: 2008-04-14

Oracle: Introduction to Oracle SQL and PL/SQL Ref No: 2008/05/16147 Date 2008-05-05

Microsoft Windows Server 2003 (70-294) Ref No: 2008/04/15795 Date 2008-04-23

Microsoft Project 2007 Ref No: 2008/04/15566 Date 2008-04-15

PROFESSIONAL HIGHLIGHTS

Holland & Knight Law Firm, Tampa, Florida 6/07 –Present

Systems Analyst

• Provide computer, network, and software support to the end-user community via telephone, e-mail, remote-access or in-person.

• Troubleshoot and delegate work to appropriate departments and follow up until it completion.

• Install or relocate computers systems, network, and telecommunications hardware, including monitors, printers, scanners, VOIP phones and network hubs and switches.

• Install and maintain legal client/server and application software based on corporate standards and end-user requirements.

• Install and maintain Microsoft Operating System software and Microsoft Office application software based on corporate I.T. standards and practices.

• Diagnose and resolve network connectivity problems when required.

• Perform complex project-based and time-sensitive tasks under minimal supervision as required.

• Performs other related duties and may be on-call via pager or other means as assigned

Yum! Brands, Inc., Louisville, Kentucky 10/02 – 03/07

Restaurant Information Systems Help Desk Team Leader

• Supervised Long John Silvers and KFC Systems Analyst Help Desk Teams.

• Provided comprehensive evaluations of the current support functions to include call flows, problem management, change management, staffing models and skill sets, management models and skill sets so that clients could re-organize and re-align operations into an effective and cost reducing.

• Developed realistic Best Practices Matrix for Help / Service Desk -and Desk Side Computing services based on clients needs and requirements.

• Project management duty with the merger and acquisitions of corporate Long John Silvers systems to YUM Brands systems.

• Managed full implementation of multiple call centers / service desks to include staff, Operational / Service Level Agreements (SLA's), software tools, and processes and procedures

• Assisted clients with implementing strategies and recommendations.

• Worked with clients to develop a strategy and model for delivery of support services.

• Responsible for interviewing and hiring of technical staff to staff a 7x24 Service Desk as well as Desk Side Computing teams and other special projects.

University of Louisville, Louisville, Kentucky 04/97 -03/01

Computer Consultant Team Leader

• Assisted professors and students with computer operations and software

• Managed and Operated Shelby Campus facilities and staff of 20 consultants.

Courier Journal, Louisville, Kentucky 02/95 – 02/97

Circulations Sales Team Leader

• Managed the daily Marketing Operations Sales Support team to the External Sales effort.

• Traveled door to door throughout the metro area soliciting

• Newspaper subscriptions.

• Supervised, Hired, motivated a team of ten sales reps.

• Created strategies to a goal-oriented team to maintain Top Sales.

• Managed a shift of employees providing clear direction.

• Maintained morale and focus of team.

Strengths: *Organized *Multi-Task Oriented *Focused *Team-Player *Flexible *Tenacious *Culturally Diverse *Customer Service Oriented *Analytical *Friendly *Energetic *Enthusiastic *Adaptable *Hard Working *Intelligent *Determined *Communicative *Mature *Dependable *Loyal *Creative

*Fair-minded *Optimistic *Patient *Intuitive *Enthusiastic *Persevering

*Open-minded *Trustworthy * Eager *Easy-going

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