Project Manager Customer Service

Objective:

I have enjoyed a lifetime interest in computer technology, and have accumulated considerable experience in Desktop Support, Systems Administration, Information Security and IT Department Management. I have also either managed or been closely involved in major project initiatives involving Software and Hardware Implementations in a Data Center setting. I am seeking a Project Manager/Coordinator position that will allow me to grow in my career path, and put my accumulated experience and skill to use managing complicated initiatives from conception thru completion.

Experience:

January, 2011 – Present

TEK Systems Contractor

B/E Aerospace

AD/Exchange Migration Consultant

• Assist the project manager in all phases of Enterprise Email Migration Project as directed.

• Provide technical expertise and hands on implementation for migrations within Active Directory, Exchange and Blackberry Enterprise Server.

• Participate in daily migration team conference calls for implementers and stakeholders to insure progress and issues are communicated to all interested parties in the enterprise.

• Design documentation for IT staff and end users detailing installation and administration procedures, and best practices for use of the new platform. Created detailed Disaster Recovery documents for the entire environment.

• Created documents to detail Enterprise Mail Flow in MS Visio.

December, 2009 – December, 2010

Apex Systems Contractor

Wachovia Wells Fargo

Information Security Analyst

• Active Directory provisioning for Users, Computers and Objects. Creation, Deletion, Disables and Moves.

• Exchange Provisioning for User Mailboxes, Shared Mailboxes, Distribution Lists, and Resource Mailboxes.

• Processed massive user and resource migrations as specified in the merger project timetable for Information Security Access Management. Conducted ongoing Audits of Active Directory and Exchange environments to insure security best practices for access are maintained.

• Absolute attention to detail insuring access requests are approved for appropriately by management in the proper chain of command and resource owners, vetted all access justifications for verifiable need prior to provisioning.

January, 2009 – October, 2009

Yarbrough Transfer Co.

IT Manager

• Managed Projects with vendors and developers during year long ERM Software replacement and deployment.

• Managed Project implementation of Questys imaging software to store and archive critical company data.

• Advised management on IT issues related to expansion and upgrades.

• Advised on and acquired all equipment and worked closely with vendors.

• Administered servers 2003, 2008 and company Network.

• Administered Active Directory, adds, moves, deletes of user accounts and resources.

• Administered Exchange environment, provisioning user and resource mailboxes as needed.

• Responsible for backups in Backup Exec and implemented offsite data storage plan.

• Build Out of Data Center for expansion, Break Fix and configuration of all company equipment.

October, 2008 – January 2009

NWN Corp.

IT Contract

• Contract to hire for Yarbrough Transfer Co.

January, 2008 – September, 2008

Market America,

Project Coordinator/Systems Administrator

• Assisted Project Manager in complete build of $8.5M Data Center including physical construction, electrical, HVAC, cabling, server hardware, network hardware and associated migrations to the new facility.

Project Components:

1. Coordinated implementation and roll out of new helpdesk software package and backend hardware with documentation and user training.

2. Implementation of new physical security system for employee badges.

3. Decommissioning of obsolete equipment and relocation of applications to new physical servers prior to new Data Center build.

4. Network cabling initiative to clean up and label existing implementation prior to new Data Center build.

5. New Data Center build, moving/installing physical equipment, cabling, setup and testing.

6. Initial preparation to move the new Data Center from physical to virtual environment using VM Ware

7. Provided consistent and comprehensive status reports, project updates, and ongoing cost analysis, significant issues management, and communications for presentation to upper management.

Additional Duties

• Third Shift support and monitoring of Data Center operations and Desktop Support for facilities in Taiwan, Hong Kong and Australia.

• Break Fix of all computer equipment Software and OS deployed.

• Configuration of all new equipment.

• Ghost imaging of all workstations to insure standardization and facilitate rapid return to service of failed equipment.

• Worked closely with Telco to insure maximum uptime of analog and VOIP systems. Moved extensions as necessary.

• Administered Active Directory and Exchange. Added, deleted, moved or disabled users for global enterprise.

• Responsible for backups in Backup Exec.

November, 2006 – December, 2007

Eagle Physicians and Associates, PA - Greensboro, North Carolina

Desktop Support, Helpdesk

• Break Fix of all Eagle equipment deployed.

• Configuration of all new equipment.

• Ghost imaging of all workstations to insure standardization and facilitate rapid return to service of failed equipment.

• Worked closely with telco to insure maximum uptime of analog and VOIP systems. Moved extensions as necessary.

• Added and removed employees in Active Directory.

February, 2003 – Present

Self-Employed Scesco Systems - Freelance Technician

• Provide Desktop and Network support to businesses and home users.

• Partnered with Captovis Advanced Industries to provide on site warranty repair and installation of PC’s, Printers, Network Equipment, Wi-Fi, Peripherals, LCD and Plasma Televisions.

October, 2001- February 2005

Rockingham County Mental Health Center - Wentworth, North Carolina

Management Information Systems Director

• Directly supervised IT Department, responsible for implementing UCR (Unit Cost Reimbursement) system.

• Assisted in administration of LAN consisting of Windows 2000 and AS/400 based servers and applications. Troubleshooting and repair of Network issues.

• Acted as backup on-call for Government Center IT Department covering 911/EMS, Sheriff’s Department and the Jail.

• Administer Wil Data, (Propriatary Patient Accounting System).

• Compile and insure statistical, client data and financial reporting is made by the frequency and formats required by the Division of Mental Health, Developmental Disabilities and Substance Abuse Services.

• Supervises/ Conducts all computer maintenance and repair, network infrastructure and implementation, database management, and troubleshooting technology issues for Area Program staff (Approximately 200 users). Strong TCP/IP level 1-3 and knowledge of Cisco Routers and Switches.

• Lead role in developing the database and computer system for UCR by designating necessary hardware, software or programming expertise and to secure other services, consultants, resources, equipment, and supplies as needed.

• Develop written policies and procedures related to MIS and UCR.

• Provide analysis and interpretation of data and related studies.

• Serve as informational liason to the Division of Mental Health and others to handle all inquiries and requests concerning MIS / UCR.

• Lead role in implementation of HIPAA standards, and insure compliance via implementation of technology and development of staff best practices. Served as HIPAA security coordinator.

• Plan and budget for expenditures related to MIS functions within the Area Program.

• Responsible for recommendation and procurement of equipment and services required by the MIS department to meet the technology needs of the Area Program.

December, 2000 ~ August, 2001

Eagle Physicians and Associates, PA. - Greensboro, North Carolina

IT Department ~ Hardware/Software Support

• Supported approximately 250 end users in a Physician owned company comprised of 12 medical practices and a walk in clinic located in Guilford County NC.

• Configured PC workstations for use by employees, installed hardware and software as indicated, performed backups of critical data. Also supported IBM, Esprit and ADDS Terminals emulating Wyse 50/60.

• Maintained network infrastructure, cabling, Cisco and Intel routers, Portmaster, hubs and switches. Considerable exposure to 802.11 installations and network troubleshooting of wireless devices.

• Supported Mega West, a patient accounting software application, as well as other applications relative to Customer Service, Insurance Filing, and Referrals.

• Gained experience with ADIX Telephone System. I am able to add and move extensions as necessary.

• Maintained an accurate asset inventory including service records for all hardware system wide.

• Manned the Help Desk, resolved issues on the phone when possible, and onsite when necessary. Maintained an extensive log of all calls and resolutions via MS Access Database.

• Familiar with HIPAA standards and assisted in planning for implementation within the established timeframe.

• Served on our Web Committee, assisted in choosing content and in the overall design of the Web Page.

March, 1998 ~ July, 2000

American Express - Greensboro, NC

Operations Analyst

• Monitor in real time, telecommunications into and between multiple Call Centers in a global context. Actively manage call volume between centers, including out sourced vendor sites to facilitate maximum efficiency. Adjust for contingencies at a moment's notice to maintain continuity of the overall system.

• Act as a first point of contact for reporting and monitoring all computer and telecommunication issues. Facilitate communication between appropriate technical resources via conference calls while disseminating real time status reports to management.

• Prepare documentation for Senior Management on a daily basis regarding the overall health of the networks. Explain in layman's terms technical issues and the actions taken to correct them.

Education:

New York Institute of Technology

• Graduated 1986

• Deans List

References Available Upon Request

Contact this candidate