Manager Customer Service
Resume:
KIM KEEL
Humble, TX **396
Phone: 917-***-**** email: ********@***.***
OBJECTIVE: Seasoned technology professional looking to obtain a reasonably challenging position in the IT industry providing technology solutions to business processes. A motivated, energetic, security minded Computer Technologies providing superior customer service with broad-based experience in installing, maintaining, upgrading and servicing networking equipment.
EDUCATION
2007 – Present Walden University
• PhD Candidate in Applied Management and Decision Sciences
Specialization: Information Systems Management
2006 – 2007 Keller Graduate School of Management
• Masters of Science Information Systems Management Program
Concentration in Information Security
Conferred October 2007
2004 – 2006 Devry Institute of Technology
• Bachelor of Science CIS/Technology Management
Conferred July 2006
1984 – 1987 Brooklyn College
• Computer Science and Pre Medicine
COURSES
New Horizons 2006 Interconnecting Cisco Networking Devices Part 1 & 2 (ICND1) v1.0
2006 70-290 Managing and Maintaining a Windows Server 2003 Environment
2006 70-291 Implementing, Managing, and Maintaining a Windows Server 2003
Network Infrastructure
Research In Motion 2008 Administering and Supporting Enterprise Server Software V4.1 SP 6
TECHNICAL
SKILLS: Desktop Operating Systems: MS Windows 95/98/NT/2000/CE/XP/Vista, DOS, MAC Tiger, Leopard
Server OS – Windows Server, Blackberry Enterprise Server, MS Exchange Server 2010
Software: MS Office, MS Project , WordPerfect, Adobe CS, MS Active Directory; Remedy; Castanet (Marimba) Tuner; GoverLan Desktop Management 5.5, NetIQ, HTML, ASP, CSS, Javascript, Adobe GoLive ; Homesite ; MS Frontpage ; Macromedia Dream weaver; RoboHelp; Symantec Enterprise AntiVirus, SQL, SQL Server, Citrix Metaframe; Cisco Unity, Cisco Meeting Place, Cisco SameTime,
Windows Scripting Languages: VB.Net, VBScript, WMI
e -Learning/Distance Learning/Course Management: Webex, MeetingPlace, NetMeeting, WebCT, Blackboard, Elluminate, eCollege
Mobile/Remote Computing: VPN, SecurID, RAS, Extend 360, Cisco VPN, Lucent VPN, GoverLan, Real VNC
TeleConferencing: PolyComm TeleConferencing Conferencing equipment
VOIP – Cisco Phones (7900 series) and configuration with Cisco Call Manager/Unity. Cisco Meeting Place
Imaging – Altiris, Norton Ghost
Backup Utilitiy – Brightstor ArcServe 9.0, Veritas
Cisco Routers/Switches – 4705, 1900 Series Switches, 2950, 3700 Series Routers,
Networking -SSL, Peer-to-Peer, Server based, VPN, TCP/IP, DHCP, WINS, DNS, ISDN, Frame Relay, Cable Modem, TCP/IP, NetIQ
INDUSTRY EXPERIENCE
2007 – Present NYC DOITT – Wireless Technologies Brooklyn, NY
Sr. Computer Systems Manager
Currently manage and provide leadership of the telecommunication infrastructure for over 50 Mayoral Agencies and over 50,000 users with the City of New York.
• Manage large wireless projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results.
• Communicate clearly with business and cross-functional counterparts, helping to define clear requirements and deliver potentially complex solutions domestically and globally to meet these requirements.
• Effectively communicate wireless project status to the upper management on a regular basis. Partner with stakeholders to ensure their expectations are met.
• Help evaluate validity of solutions proposed by technical teams. Ensure that it fits in to the wireless architecture, is technically sound, and the best value from a business perspective.
• Define wireless device metrics relative to requirements and usage, analyze data and recommend actions to continuously improve systems and processes.
• Manage wireless Help Desk Requests using Remedy tracking software, implement SLA’s, deployment of wireless policies and procedures
• Manage and provide 24 x 7 x 265 support
• Responsible for all hiring and training of staff members
2005 – 2006 T-Systems, North America New York, NY
IT Manager/Systems Engineer
• Responsible for the service delivery of WAN, LAN and Desktop Support services to the New York, Reston, VA and Canadian locations of a global telecom company.
• Responsible for the budgeting and forecasting for the New York and New Jersey locations.
• Responsible for the goals and objectives of my team and the reviews for those goals.
• Provide second and third level support to over 300 local and remote users.
• Working with our Lisle office, was able to implement a help desk solution for the New York and New Jersey locations within two months.
• Responsible for asset management, and manage relationships with all vendors.
• Support, maintain and implement all Mobile Devices for users (Blackberry 7290, 7105, 8700 and BES Servers).
• Created documentation of procedures and policies for the desktop, LAN and WAN environment.
• Responsible for the maintenance and administration of the Cisco IP Telephony system in New York.
• Responsible for the administration of all servers, and Cisco routers/switches in the Data Center..
• Implemented planning security policies, procedures and safeguards.
• Analyzed and designed business solutions for network operations.
2003 – 2005 Goldman Sachs New York, NY
Systems Engineer
• Superior Lan/Wan Administration on all HP DL360 (cluster) Servers, and Compaq Proliant ML530 servers
• Provide technical support via telephone and, when necessary, deskside, to all domestic and international offices, resolving end-user problems relating to computerized applications and automated equipment.
• Coordinated, and implemented the organization’s information security. Trained users about computer security, installed security software, monitor networks for security breaches, and responded to cyber attacks, and in some cases, gather data and evidence to be used in prosecuting cyber crime.
• Application/Hardware experience in medium (500+)- to large-sized (1000+), 24x7 environment.
• Hands-on experience in deskside troubleshooting (PCs, Printers, PDAs)
• Administration of Exchange Server, File Servers, OWA Server, and Print Server.
• OS Migrations
1999 – 2003 Merrill Lynch New York, NY
Intranet Web Developer/Systems Administrator
• Create and manage all aspects and home pages for the Research Training Web site, this includes, US, Canada, Australia, Asia, London and Hong Kong.
• Technical Writing - Created and edited all training manuals and quick reference guides.
• Developing new pages using structured programming (html, xhtml, javascript, xml), provided multimedia and content for all regions.
• Troubleshoot and resolve all technical (hardware &/or software) related problems within all regions IIS Web Servers, Windows Server 2000.
• Developed and implemented data protection strategies and to provide data security and privacy for web services.
1997 – 1999 Merrill Lynch New York, NY
Trader Support/ Systems Support
• Providing second level support for 800+ and growing, trading and support professionals. Duties include troubleshooting system and business problems and providing immediate response and problem resolutions with a rapid turnaround time. Maintaining and supporting trading applications consisting of Reuters Kobra, CQG, Bridge Telerate, Bloomberg, trade capturing, risk management, pricing and transaction settlement sub-systems. Use of Remedy software for ticket tracking and resolution.
1991 – 1997 Merrill Lynch New York, NY
Professional IT Trainer/Technical Writer
• Delivered training courses to clients either in a group classroom setting, online through e-learning or Virtual Learning Environment using WebCT, later on Blackboard or WebEx, and on a one-to-one basis;
• Developed Training site and on-line enrollment using Registrar for in-house Training and development.
• Developed online scheduling and created downloadable quick reference guides for various Microsoft applications.
• Coordinated with outside training vendors to provide instructors for offsite training classes.
• Provided support to end-users experiencing difficulty accessing online software
IT TEACHING EXPERIENCE
2010 – Present Westwood College Online Online
Adjunct instructor of online for the School of Technology at Westwood
• Teach various IT courses in Information Systems, Information Security Networking and Business
• Course Development and SME for IT Systems and Security
2009 – Present Ashford University Online Online
Adjunct instructor of online for General Education
• Teach various IT courses in Information Systems, Networking and Business
2008 – 2011 Arts Institute of Pittsburgh Online Online
Adjunct instructor of online computer literacy courses: CPU101, CPU101_S
• Teach foundations of computers to undergraduate students online which includes Windows Vista, MAC OSX Tiger, Microsoft Office 2007/2008 and Adobe Suite CS3 and CS4 (Photoshop & Illustrator)
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