Management Manager

Keith R. Jones

** ******* *****

Belleville, IL. 62221

***************@*******.***

Summary:

Over 9 years experience in the Information Technology field. Various IT certifications and course work as well as hands on experience in same areas. Managed desktop / helpdesk groups, technicians as well as local and remote network administrators. Extensive experience in process improvement and design utilizing ITIL best practices significant implementation experience in IT Service Management based on ITIL with the ability to effectively communicate and demonstrate applied knowledge covering the ITIL\ service management lifecycle. I also have a strong military background in Logistics.

SKILLS/CERTIFICATIONS:

CompTIA A+ Certification

CompTIA Network + Certification

CompTIA IT Project + Certification

Microsoft Certified Professional (MCP)

ITIL - Foundation Certification (V.2)

• Patchlink (patch management)

• MS Office (97) user course

• Microsoft Network Essentials (completed course)

• Lotus Notes R5 (user course)

• Cisco VPN

• RSA VPN (server / client)

• VMWare (server)

• Microsoft Office 2000, 2003 (w/ Outlook)

• Worked with Windows in a Novell environment

• Experience in migration Active Directory and Exchange

• IT project management background

• Over 7 years of migration experience; to include completing an entire WAN migration

• Working knowledge of Novell and migrated active directory and SQL server

• Extensive background with documentation, project plan and management

• 8+ years in the area project management

• Managed WAN level project for over 8 years

• Designed and created project plan from a SOW and project team meetings

• Migrated international organization to active directory (completed the associated coursework)

• 6+ years migrating workstations to active directory

• 9+ years with server / client environment management

• Microsoft Active Directory migration (completed course)

• Microsoft Windows XP (Migrating from 2000 to XP) (completed course)

• Microsoft Exchange 5.5 (completed course)

• Microsoft Windows 2000 (Migrating from NT 4.0 to 2000) (completed course)

• Microsoft Windows 2000 (Designing a migration strategy from NT 4.0) (completed course)

Mar 2010 – Oct 2011 Independent contractor. St. Louis, Mo.

Compliance Consultant

Assisting small and Mid-Range local companies with reviewing all documentation and process design concerning the efficient and effective participation in Government SOX and HIPPA compliance programs from a technology standpoint. Advise senior management regarding requirements, business models, processes, and controls necessary to pre and post compliance audits. Develop and implement testing and monitoring processes and policies to ensure necessary risk areas are captured. Further, this position is responsible for working with key stakeholders during system changes and implementations for purposes of assuring security policy, organization of information security, asset management per regulations.

Oct 2008 – Oct 2009 Corporate Information Technologies. Charlotte, NC

Service Manager

Was responsible for providing overall leadership for the service department. Was also responsible for the scheduling, supervision, training and coaching of the service team. Responsible for selecting, training and developing high caliber personnel. Managed a VMWare based infrastructure with multiple teams and spearheading efforts to improve processes and operational efficiencies based on ITIL framework, methodology and create a documentation repository. Design and implement processes, policies and workflow and fostered integration of these ITIL processes into the other areas of the business. Has proven leadership skills and will assist the other business units in achieving and exceeding both sales and customer satisfaction goals. Interfaced with the client as needed for all service related matters (SLAs, services growth, escalations, etc...). Managed the delivery of operational functions to ensure end to end delivery of service and service levels. Have insight to conditions impacting P&L and ability to develop/implement business action plans.

Mar 2006 – July 2008 Zavata Inc. Atlanta, GA

LAN Manager

Primary responsibility was to manage the corporate server and helpdesk environment at the local Data Center and supervise all assigned personnel. Supervised the installations, upgrades and preventative maintenance on all servers and desktops throughout the enterprise. Managed 8 network administrators, 6 which were located at remote locations throughout the US. The team was responsible for telephone support for outside customers as well as day to day support of the internal business units. Met weekly with India support staff to coordinate global support standardization. Primary point of contact for all outside vendors for all hardware and software purchases. Designed and managed corporate asset management solution and life cycle. Utilizing VMWare and HP Open View Assisted administrators with building processes for any operational issues that were specific to their environment and facilitate the optimization of business performance by enhancing the alignment between ITIL processes and business objectives. Reviewed ticketing queue for any outstanding incidents and ensured that current SLA metrics are met. Managed all infrastructure projects which require any changes to the data center infrastructure and or external client servers. Lead effort to standardize and automate an international on/off boarding employee process and created all necessary documentation. Responsible for corporate wide VPN solution administration. Managed all remote users and equipment.

Sep 2005 – Mar 2006 Banctec Corporation Atlanta, GA

District Team Supervisor

Primary responsibility was to provide direction of the day-to-day field service operations, and to supervise a group of over 25 field service technicians and contractors who performed from break / fix to server and printer repair within an assigned geographic area (GA), to ensure attainment of all contractual service level agreements by the most effective means possible. Ensuring that all direct reports understand and implement all policies and procedures related to their daily assignments, including contractual, administrative. Responsible for adherence to daily Call Management requirements. Acting as liaison between Customer and Program Management. Ensuring adequate resources are available for proper service delivery, including: parts inventory levels, related field service documentation, manpower, etc. Providing 1st level performance reviews, performing and tracking Performance Improvement plans as needed, and recommending training opportunities for all direct reports.

Oct 2002 – Jun 2005 S1 Corporation Atlanta, GA

Service Desk Team Lead / Project Manager

Supervised 8 desktop administrators in a Windows XP / MS Office 2003 desktop environment at multiple sites in the United States which supported over 2500 users world wide. Managed a ticketing queue which averaged over 300 + tickets per day. Perform any escalation management and reporting to ensure customer satisfaction. Reviewed all agreed upon service metrics to ensure that all service level agreements and all CSM requirements are being met in a timely manner. Assisted with the implementation of new helpdesk solution using the Infra ITSM application, as well managed the effort to create the service catalog. Created, designed and implemented any necessary policies and procedures to improve the overall enterprise performance utilizing the ITIL framework. Met with executive steering committee to facilitate discussions related to the business unit requirements. Assisted in the design of the active directory schema to allow for easier integration of newly acquired businesses. Manage software versioning and the definitive software library. Designed and managed company wide imaging infrastructure. Served as the Root Cause Analysis coordinator, working closely with the Change Management advisory board to resolve and or document all Problem Management issues and, created necessary documentation to obtain approval from Release Management team. Implemented and managed an enterprise level patch management solution as well as desktop imaging solution. Reviewed and enforced all desktop operating system and policies.

Managed timeline and action items related to all assigned projects to completion. Provided accurate project plans, meeting minutes and agendas. Coordinated team meetings and managed all related communications and support for assigned projects. Completed various projects in the area of operational process improvement and support. Provided project leadership for the integration of MS Share point into the infrastructure in support of the Sox compliance effort. Provided project support for the installation of ITSM Infra suite.

Feb 2000 – Aug 2002 Dominion Resources Inc. New Orleans, LA

LAN Manager

With a team of over 18 administrators, in three different sites (New Orleans - Houston and Oklahoma City, OK) my duties included managing day to day operations of a mixed mode network ( Novell / Windows) to include helpdesk metrics and ticketing system management. Responsible for the integration of newly acquired business units into our infrastructure. This would include migrating server and desktops into the Novell network and allow them access to corporate Windows resources. Created desktop and operational SLA’s for all remote and local team members. I scheduled break/fix operations and standard desktop support and wan level application and server deployment for a 1500 user desktop environment. Responsible for coordination with the Project / Account managers and the infrastructure team to ensure that the proper resources where assigned to each project. Supervised infrastructure process design and improvement (Six Sigma). Created and supervised all company asset management for the desktop environment.

Mar 1999- Feb 2000 ABC Services New Orleans, LA

Computer Technician

As a sub-contractor complete installations and upgrades of workstations and software programs. Verify (user / workstation) accessibility to network resources and ensure correct user rights and permissions have been granted. Perform operating system installation using manufacture software and automated installation scripts

Apr 1998- Jan 1999 Jsysco Inc. Chicago, IL

Computer Technician (OJT)

Performed basic troubleshooting of printers (hardware / software) and, the installation and upgrade of peripherals and software as needed. Assisted in the configuration and installation of networks. Serviced office/home PC’s, as well as on site and shop repairs. Completed scheduled preventive maintenance checks and offered basic MS Office help. Responsible for maintaining a certain customer service levels and maintained invoicing, service records and, appt. scheduling

Jan 1990- Mar 1997 United States Marine Corps Albany, GA

Transportation Manager

Experience in the area of distribution and logistics. Served in the United States Marine Corps as a traffic management specialist. Worked within the Defense Logistics Agency (Albany, GA.) as a supervisor of a team of 14 material handlers which were responsible for the properly packing, crating and ensuring that all cargo carried the correct documentation necessary to meet D.O.T and other specific regulations. Ensure that all transporting vehicles and cargo have the necessary placards (if applicable). Traced all time sensitive and secured shipments until received at destination. Generated and issued the Government Bill of Lading for TL / LTL shipments (Conus / International). Created and implemented processes which increased productivity which saved over $5,000 in shipping cost the first quarter.

Dec 1986- Dec 1990 United States Army Ft. Sill, OK

Communication Systems Technician

Served in the United States Army as an electronics repair technician. Responsible for troubleshooting, maintaining and performing first line repairs on a variety of communication components from two-way radios to Teletype machines. Performed quarterly and annual diagnostics of all systems to insure the longevity of the electronic components and replace any damaged parts

EDUCATION:

2000 Herzing College New Orleans, LA – Associate Degree in Applied Science

Degree in Applied Science (Computer Networking Technology)

1986 Army School of Communication Ft.Sill, OK.

• Basic Electronics

1990 Army School of Transportation Ft. Eustis, VA.

• Basic Transportation

• Basic Freight

• Transportation and Storage of military property

• Personal Property

• Storage and transporting hazardous material

1990 United States Marine Corps Albany, GA.

• Hazardous Material Storage and Transportation

• Total Quality Management, Total Quality Management (Team Skills)

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