IT/Help Desk Support Technician & Manager

Overview

IT professional with a strong background in customer service. Experience with managing personnel, projects and technical events in both large and small scale companies. Quick learner that rapidly adapts to emerging technologies. A dedicated professional with strong work ethic, able to perform in a fast paced environment.

Qualification Highlights

• Vendor Management • Quality Assurance • Customer Service

• Personnel Management • Accounts Payable • Process Improvement

• Inventory Tracking • Account Receivables • Team Building

• New Technology Training • Technical Support • Client Relationships

Professional Experience

H&R Block, Inc. Kansas City, MO

Manager, Technical Support Team 2000–2010

Responsibilities:

• Management and coordination of all hardware/software deployments, including security patching and updating the anti-virus environment; deployments average 5 per month, with 2 major deployments per year

• Evaluated new software and equipment, resulting in recommendations for purchase

• Tracked computer-related assets, including software, using enterprise management tools

• Managed staff of up to 20 technicians who covered phone support, support and engineering

• Responsible for corporate SharePoint environment.

• Responsible for numerous QA and development environments running Windows 2000, Windows 2003 and Windows 2008.

• Directly responsible for supporting executive officers

Accomplishments:

• Over a period of 3 months, stabilized the SMS environment, increasing computer coverage from 60% to 98%

• Planned and managed the migration of roughly 1400 people and 2800 systems from 7 buildings into 1 building over the course of 16 weekends, with a staff of 15

• Coordinated with Microsoft to provide several training programs.

IBS Kansas City, MO

Software company that provides point of sale product & other solutions for the auto glass industry.

Manager, Technical Support Team 1997-2000

Responsibilities:

• Provided technical support while managing one subordinate

• Built and configured computers with hardware and software

• Facilitated training for new customers and employees

• Maintained accounts payable and receivable

• Supervised testing of new software before it was released to customers

The Best of Kansas City 1995-1997

Retail store that specializes in local made products.

Store Manager

Responsibilities:

• Secured inventory, balanced cash drawer, and prepared financial information relevant to daily business operations

• Hired, trained and evaluated employees

Accomplishments:

• Defined and implemented company policies and procedures

• Implemented the use of computers for inventory and bookkeeping

• Steadily increased monthly sales over previous years

Mayor’s Office Kansas City, MO

Legislative Coordinator 1992 - 1995

Responsibilities:

• Coordinated schedules and policy issues between city staff and community leaders

• Monitored resolutions and ordinances as they passed through legislative process

• Advised Mayor on current agenda items

• Represented the Mayor at meetings; responsible for any follow-up

• Testified on behalf of Mayor on issues before committees

Accomplishments:

• Successfully managed preparation and activities for the All America City Award event

• Successfully coordinated the rewriting of the Liquor Code, balancing all interests

• Developed a network of civic, business and community resources to use when facilitating solutions to problems.

City Council Office Kansas City, MO

Administrative Assistant 1989 - 1992

Responsibilities:

• Assistant to the Chairman of the Finance Committee

• Responded to citizen complaints and requests for services

• Acted as liaison between council members and professional staff

• Researched ordinances, codes, and information pertinent to pending legislation

Accomplishments:

• Resolved confidential and politically sensitive issues, gaining the trust of both colleagues and constituents

Technical Skills

Operating Systems: MS 95, 98, NT, 2000, Millennium, XP, Vista, 7

Hardware/Network: Build, maintain, and repair

Software: MS Office 97, 2000, XP, 2003, 2007 (including Word, Excel, PowerPoint, Visio, MapPoint), SMS/Configuration Manager, Altiris, Symantec Endpoint Protection, Symantec Anti-Virus, Blackberry Enterprise Server, GoodLink

Education

University of Missouri – Kansas City, MO

Master of Arts, Higher Education Administration

New Mexico State University, Las Cruces, NM

Bachelor of Arts, Government

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