Customer Service Manager

Torrey D. Wynn ___________________________________________________________________________________ 1806 Valley Park West * Augusta, Georgia 30909 706-***-**** M ******@**.***

Career Summary: ___________________________________________________________________________________

Fifteen years of progressive experience in the field of information technology, with expertise in a diverse range of technologies. My career includes demonstrated success in the areas of LAN / WAN administration, project management, system support, telecom, and laboratory instrumentation. I possess several current Microsoft Professional IT Certifications to include MCP, MCITP, and MCSA.

Professional Profile:

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• 15+ years IT experience LAN hardware/software administration, design, installation and configuration.

• Infrastructure Documentation, Inventory and SOP and Group Policy creation.

• Microsoft Windows Vista /XP/2000/NT/9X desktop/workstation operating systems.

• Networks Topologies: TCP/IP, Ethernet, IPX/SPX, DNS, DHCP, PPP, ATM, fiber optics (OC3, OC12, and OC48), T1/T3 Circuits, VoIP, Terminal Services, VPN, and Wireless Access Points / Networks.

• Network Administration: Active Directory, SMS 2.0, WSUS, Auto It, Microsoft Windows NT4-2010 Server, Exchange Server 5.5 -2008, IIS Server administration, Lotus Notes Domino Server / Client, MS SQL 2000, VERITAS Server Backup, Symantec Enterprise Antivirus, IBM Director, CITRIX and VPN based mobile/remote computing solutions, Cisco VPN, Win Batch, VNC, and Avaya Telecom.

• Network Security: Firewall Appliances {Net screen 7yrs +, Watch Guard 7yrs + Cisco PIX 5yrs+, Sonic Wall, and Checkpoint 5yrs + maintaining and monitoring these security appliances.} Web Trends Professional web statistics reporting suite.

• Hardware: Servers {IBM Blade Servers, AS400 iSeries, Dell Servers, Computers {Compaq, Dell, HP, Toshiba, IBM, etc.} assembly, upgrade, and repair. Firewalls {Watch Guard, SonicWall PRO, Net Screen, Cisco PIX, Checkpoint, iptables, etc} Switches (Cisco, 3Com, HP Procurve, Netgear}, DVR/ CCTV/ POS {Design & Implementation} Telephony {Avaya VoIP, Shoretel VoIP, Nortel, Lucent, Samsung, ESI} Peripherals, Spectrum analyzers and Cable Sniffer.} Routers {Cisco 3600 -3800 Series, Ad Tran channel bank}.

Professional Experience:

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G&W Computer Services 2/2010 to Present Independent IT Consultant Augusta, GA.

Launched this design consultancy company to analyze business requirements and design IT practices for clients including Augusta Entertainment Center Complex (James Brown Arena), William B. Bell Auditorium, White House Cleaners and several small to middle businesses in and around the Augusta area.

Project Challenge: Built and implemented new servers to replace the preexisting servers all of which were at least 12 years old and running Windows NT Server. New servers where installed with Windows Server 2008 /AD/IIS and Exchange Server 2010. During the past two years, JBA had been outsourcing all email and website maintenance to third party companies without any clear path forward.

Action: Implementation took three months restructure Active Directory, migrate the data from preexisting servers to include email and Ticketmaster services onto the new servers to bring this project to a close. Assumed technical support lead role and teamed with the Director of the arena on determining budget and resource planning. Liaised between remaining third party vendors and business end-users.

Impact: Employee performance and ticket sales have increased 20% over this past six months. Employees now work much more proficiently with minimal problems via the ticketing system/email because of the changes that were made.

Comcast Cable 9/2008 to 2/2010 Manager of Information Technology Augusta, GA.

Manage all aspects of Information Systems for the Augusta, Washington, Hartwell, Louisville and surrounding areas. Primary duties include but are not limited to diagnosis and resolve network problems, manage evaluated and develop IT/IS staff. Assist outline system offices with special network projects and installations. Oversee the day to day problem resolution of over 400 desktop workstations, notebook computers and software problems. Also responsible for all server installations and hardware upgrades. Act as the top tier support for the Avaya VoIP phone system. Other duties include maintaining and supporting the billing system for the Augusta market.

Accomplishments:

• Implemented a new Avaya VoIP phone system for our 300+ seat plus call center.

• Created/documented IP Scheme for all devices connected to the network infrastructure.

• Manage comprehensive security audits, including SMS pushes, network trust, password strength, and network layer filtering.

• Developed hardware standards for all servers and computers.

• Developed disaster recovery procedures for network servers.

Smart Source / Insight 6/2008 to 9/2008 Contracted LAN/WAN Network Engineer Augusta, GA.

As a contracted LAN/WAN Consultant with Smart Source/Insight I served as the primary network engineer for the current Regions Bank Network Consolidation Project here in Augusta Georgia and the surrounding areas. One of my primary duties on this project was to implement new Cisco 3845 router at each Regions Bank branch. The implementation of this network equipment requires varies IT skills such as installing network routers, extending T1 Dmarc termination points, porting over ATM Circuits, running IP Scripts, decommissioning network equipment, and assisting bank employees with testing after the network equipment is installed.

FPL Food, LLC. 3/2007 to 4/2008 Network Administrator / IT Specialist Augusta, GA.

Monitor and maintain twelve Microsoft Windows 2003 Servers. As a production company primarily, FPL Foods relies critically on its Information Technology Department for accurate and dependable problem resolution. That was my role in the IT department at FPL. These duties include but are not limited to Domain Group Policy, Image Creation, Active Directory Structure, and training for IT techs and staff.

Accomplishments:

• Created/documented IP Scheme for all devices connected to the network infrastructure.

• Manage comprehensive security audits, including SMS pushes, network trust, password strength, and network layer filtering Developed SMS deployment procedures for client machines connected to the network that required updates.

• Managed asset transfer of IT equipment and licenses post sale of FPL Food LLC.

• Developed hardware standards for servers and computers.

• Developed disaster recovery procedures for network servers.

SAIC “Science Application International Corporation” 10/2006 to 3/2007 Helpdesk Manager / Tier III Fort Gordon, GA.

Responsible for the implementation, day to day management and operations for an internal Service Desk and Desk Side Computing service teams supporting approximately 3500 networked end users in a critical military patient care environment to include Virtual Office users and 10 remote locations. Managed twelve contract personnel mentor and cross-train them for the assumption of Tier III support. Prepare the Helpdesk portion of the MPR (Monthly Progress Report); this data is derived from our Magic/Remedy Helpdesk System. Tier III duties include but are not limited to Network Administration on several Windows 2000/2003 servers (SMS, WSUS, Group Policy pushes, etc), develop images using (Ghost /Altiris)for all CAC enabled computer types (Desktops & Notebooks) in accordance with DoD (Department of Defense) regulations, and on call Tier III 24x7 support for over 3500 + clients.

Accomplishments:

• Reorganized the Helpdesk daily functionality to improve overall efficiency by 70 percent.

• Served on the project team that imaged and rolled out over 600 Fujitsu Tablet Notebook for medical staff at Eisenhower Army Medical Center.

• Served on project team to perform telephone system upgrade from a Samsung system to an AVAYA VoIP system.

IBM (Contractor) 2/ 2005 to 10/ 2006 Desk side Administrator / LAN Administrator Augusta, Ga.

• Hired as Desk side Administrator for the Electrolux/Husqvarna project in Augusta, Ga. Specific duties consist of supporting over 800 seat LAN and remote users throughout the southeast region of the US and Sweden via Citrix and Cisco VPN solutions. Act as business liaison for client (Electrolux / Husqvarna) assessing client needs to include training, software, and hardware recommendation, and actively perform contingency and technology planning. As a member of the Admin Team we used IBM Director to generate reports, update systems connected to the domain, inventory collection, etc. Performed user ID administration including Active Directory, Lotus Notes and Right Fax. Coordinate computer adds, changes, and moves along with asset management. As Tier/Lever 3 support for the corporate site I addressed all escalated trouble tickets in Remedy IT Problem Management queue. Also manage two Desktop Support Technicians.

Accomplishments:

• Collaborate with the IT Architect on various projects to include complete migration of over 900 users and 80 IBM iSeries AS400 servers {Active Directory, Lotus Domino, JD Edwards, etc} over to a new Domain.

• Avaya VoIP phone system implementation.

• Served on project team to develop IT Policies and procedures for staff at Husqvarna Corporate site.

NDS Network Data Services Inc. 04 / 99 to 03 / 2004 MIS Evans GA

Primarily responsible for implementing and maintaining our Internal Corporate Network Infrastructure, from acquisition to installation and support. Designed and supported the VPN between our Evans Corporate Office and the Atlanta Sales Office. Performed the migration from NT Server 4.0 to MS Advance Server 2000. Administred and managed all Novell Netware 5.1 File and Print Services. Installed and maintained the Sprint PBX Phone System, to include building the Callware Server which ran our voice mail software, punched down phone extensions when necessary, as well as reprogramming desktop phones. Monitored and regulated all Internet sites and activity for NDS. Designed and built the Security Server which held our Access Key Software (WINPAK) and our Antivirus Software (F-Secure). Implemented and maintained disaster recovery techniques using Backup-Exec with DAT, DLT and other tape loader devices. Daily task also included administring Exchange mail and NT / Novell server accounts for over 80 end-users. Provided first tier destop support for NT 4.0/2000 LAN. Laptop repair and service; from adding additional memory to replacing the display. Maintained and repaired all office desktop units; from operating system reloads to replacing motherboards.

Computer City 05 / 1997 to 03 /1999 Service Manager / Lead Computer Tech Augusta, GA

Daily task included managing the day to day operation of the service department. To include but not limited to ordering replacement parts and handling RMAs for client computers that were under manufactures warranty. Managed the PC/ Network Budget for our store. I was responsible for preparing and providing my technicians with the necessary study guides and practice test in order to assist them with the A+ certification as well as various other certifications. (Compaq, Hewlard Packard, Apple, etc.). Its was mandatory that they become certified in order for Computer City to perform authorized service repairs on proprietary computers (Packard Bell, HP, Compaq, etc.). As a manager, it was against company policy to become certified. Duties also included recruiting and hiring qualified personnel. I screened applicants, Interviewed applicants, and assigned service technicians weekly schedules and field dispatches. Responsible for reviewing all customer satisfaction cards and responding to customer complaints personally. I was personally held accountable for ensuring that customer units were repaired and returned in a timely and professional manor. Additional task included overseeing all NT network installations from cabling , building servers and workstations, to domain control administration.

Computer City 02 / 96 to 5/ 97 Upgrade Supervisor / Lead Technician Augusta, GA

Responsible for answering, evaluating, prioritizing and solving end user hardware, software and networking issues. Duties also included building and configuring computers from the case up. Performed in home setups for 80% of the customers who purchased computers from Computer City. Installed and maintained complete Windows NT networking environments for various Computer City clients including software and cabling. This position required me to travel 3 days a week providing on site service and first class customer service to Computer City customers experiencing problems with there units. I worked closely with the general manager on scheduling issues for all techs that fell under me.

Best Buy, Inc. 05/95 to 2/96

PC Technician

Augusta, GA

Duties included building and troubleshooting all computers. Performed diagnostics on all types and brands of computers and maintained store units. Installed and configured various types of hardware to include motherboards, hard drives, memory, controller cards, cd roms, etc. System types consisted of all Compaq’s (notebooks as well as desktops), IBM, Acer, Hewlard Packard as well as Packard Bell and clones. After my addition to the configuration team, productivity increased by 50% on customers units being serviced in house. Received award for outstanding customer service.

Education /Professional Certifications: _________________________________________________________________________________________________________________

University of Phoenix Information Technology / Networking Currently Pursuing

Morris Brown College Bachelors of Science in Information Technology 1994

Microsoft Certified Professional (MCP) ID#384****-****

Microsoft Certified IT Professional (MCITP) ID#384****-****

Professional References Available Upon Request:

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