IT Operations Manager
Resume:
TROY D. BRACKETT
Somersworth, NH 03878
*********@***.***
SUMMARY
Strategic customer service focused IT analyst with progressive experience in all areas of information systems. Accomplished and results driven with successful track record in a broad range of industries including construction, consulting, consumer goods and utilities. Developed and administered cutting-edge information systems infrastructure in varied platforms, including all communications, networking and building resources.
EXPERIENCE
June 2006 - Present
Linbeck Group, L.P., IS Technical Support Analyst
* Install, diagnose, repair, maintain and upgrade all on-site and remote hardware/software and
equipment to ensure optimal user performance
* Mobilize job sites including setup and installation of servers, procurement of voice/data connectivity
and ensuring connectivity into corporate VPN
* Maintain corporate WWW and FTP sites
* Maintain corporate Exchange and BlackBerry servers including EMC Celerra storage array
* Negotiate telecommunication and office equipment contracts including “per use” agreements
* Implemented regional “smart-phone” initiative increasing communication while reducing costs by 35%
* Shared role of Project Manager during regional office relocation
* Established company as an Apple Self-Servicing Account to minimize system downtime and repair costs resulting in maximum efficiency
November 2005 - June 2006
Apple Store Burlington, Promoted to Lead Mac Genius
* Supervise a team of 4 in the day-to-day operations of Apple's service business providing complete and appropriate customer solutions
* Act as a point of contact for customer service escalations and work with management to ensure all are addressed in a timely manner
* Created and implemented scheduling matrix to meet dynamic needs of the business
* Work with management to identify trends in service business
* Evaluate team performance and establish development plans
* Provided new store opening assistance
October 2004 - November 2005
Apple Store Northshore, Promoted to Keyholder
* Trained and developed 18 store associates on customer service, product knowledge, inventory control, visual merchandising and addressed performance issues
* Addressed customer concerns and difficult customer issues
* Performed sales leader functions including monitoring sales floor coverage and daily accounting
* Drove store profitability by achieving goals set by the store manager
* Assisted in recruiting and hiring store staff
* Created and adjusted staff schedules
* Ensured compliance with company policy and procedures
August 2003 - October 2004
Apple Store Northshore, Mac Genius
* Pre and post-sales customer support at the Genius Bar including hardware and software troubleshooting & diagnosis and basic customer product training
* Repaired/serviced Apple hardware and software products
* Managed all aspects of repair workflow including open repair prioritization, case management and service parts orders
* Reviewed all hardware product returns and re-qualified product for sale
* Provided technical support for in-house systems including demo units and back-of-house systems
* Provided ongoing technology coaching to sales associates
January 2000 - November 2002
HoustonStreet, IT Operations & Facilities Manager
* Oversaw and managed e-commerce data center for national commodity trading platform
* Managed staff of 4 operations and 4 technical specialists supporting e-commerce platforms
* Managed change to e-commerce staging and production environments to support corporate goals and ensure high system availability
* Developed and maintained operational procedures for the e-commerce data center
* Developed department budgets for physical infrastructure and people
* Negotiated telecommunication contracts
* Worked with department heads in forecasting growth and requirements in capacity planning
* Designed and implemented layout of space plan for staffing and equipment
* Sourcing and purchase of office equipment, computer hardware, wireless and networked telephone equipment
* Designed and installed wide area network using frame relay to link voice and data between corporate headquarters (NH, 30 users) and two remote offices (TX, 6 users and UK, 18 users)
* Relocated successfully to new corporate headquarters and consolidated two satellite offices
* Managed vendor, third party, and contractor relationships
* Designed and implemented facility and technology related policies and protocols
* Designed and installed independent Microsoft NT network
* Established trusted domains with parent company
July 1999 - December 1999
BayCorp Holdings, Information Technology Manager
* Managed vendors and in-house service personnel to ensure timely and effective implementation of networking changes
* Sourced computer networking and telecommunication services from outside vendors
* Sourced office equipment, computer hardware, wireless and networked telephone equipment from outside vendors
* Directed company-wide conversion from Novell NetWare to Microsoft NT platform
* Prepared and maintained computer hardware and installation of software
* Evaluated and integrated new software systems
* Designed and administered security protocols
* Assisted with development and deployment of computer training programs
September 1997 - July 1999
Comprehensive Micro Services, Networking Systems Consultant
* Designed and configured networking solutions for small to medium size businesses
* Provided on-site and telephone support of a wide-range of hardware and software
* Made diagnosis and repair of networking issues
* Novell Small Business Counsel Representative for the Northeast (U.S.)
July 1987 - September 1997
Chauvin Arnoux, Inc., IS Administrator
* Designed, installed and maintained Novell NetWare Ethernet wide area network between Dover, NH and Boston, MA sites consisting of 40 users
* Specified new phone system to utilize T-1 circuit channels creating a single virtual corporate communication system
* Contracted and maintained corporate WWW site with third party provider
* Provided user support and training for Windows and Macintosh OS, Microsoft Office
* Evaluated and specified all computer hardware and software purchases
* Negotiated long distance phone service contracts
* Performed role of General Contractor during plant renovation
* Coordinated facilities conversion during office expansion
* Hired and supervised Graphic Artist prior to promotion into independent department
* Created new corporate image package for company merger
* Created artwork and copy for product documentation
* Developed repair service database using Microsoft Access
* Initiated and upkept MISys Inventory Control software
TRAINING
Apple Certified Desktop & Portable Technician
Apple Certified Help Desk Specialist (10.4)
CISCO PIX Firewall and VPN workshop
Microsoft Certified Systems Engineer (Windows 2000) coursework
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