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Click here or scroll down to respond to this candidateCandidate's Name
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Accomplished Information Technology professional with a background in Call Center Technology Management and application support. Excellent analytical, problem solving, negotiation, communication, and active listening skills. Proficient in IT staff management and classroom training. Assertive, innovative manager with focus on attention to detail and achieving complete and accurate solutions for clients and stakeholders.
Software/Technical Skills
General: SQL Server 8.0 DBA. SQL Server 2008 DBA. Windows Server 2008, 2003, 2000, Windows 7, Vista, XP. SCO UNIX. SCO UNIX Open Server 5. MS Office 2010,2003,2017. DbaseIII, Dbase, Foxbase, Connectwise, LabTech
Call Center Specific: Interactive Intelligence CIC Software. Siemens OpenScape Call Center Software.
Professional Experience
Webit Services
Tier 2 Service Desk Engineer 4/2016 1/2017
Responsible for troubleshooting and resolving service desk tickets in a timely fashion for an environment of over 1100 workstations and 500 servers.
Tickets covered Tier 1 and Tier 2 level support working with team members to follow up and resolve issues.
Worked on Team Projects deploying new workstations and implementing changes to technology in client locations.
Oversight on Network Administrator scheduling for monthly on site visits.
WRK Management (DBA, ORC ProTel)
IT Manager 12/1995 4/2016
Responsible for all IT operations. Full management of IT department. Currently managing 3 employees.
Database Administration for all associated company DBs. Oversee entire Server farm and LAN network including debugging and modification of SQL queries, troubleshooting SQL Database/table issues, and maintaining solid SQL infrastructure. Full IVR implementation and maintenance for 600+ In Bound 800 number processes. Responsible for all clients electronic data, processing, end of data results, as well as troubleshooting any client requests, and interacting with clients to resolve inquiries. Constant monitoring for new and more efficient ways to meet all company technology needs as well as managing to meet IT Department goals. Help Desk Support for 50 60 PC s. Responsible for working with and resolving, fixing or rebuilding any issues with our vendors for Telephony or WAN circuits, servers, and backup equipment.
Project Complete Firewall Install 12/2012
Managed installation of new firewall in place of existing firewall
Coordinated with Western NRG Firewall professionals to complete project deliverables
Tested and confirmed all integration was successful
Completed custom configuration changes to secure general sales floor users versus management users
Setup all VPN users and functions
Project VOIP Office Phone Switchover 09/2012
Managed installation of new VOIP solution to replace existing PBX solution
Coordinated with INET professionals to complete needed project deliverables
Tested and confirmed all integration was successful
Project - Call Center Software Conversion 07/2011 11/2011
Managed complete IT changeover of Call Center software from Interactive Intelligence CIC to Siemens OpenScape
Managed stakeholder s expectations. Tracked and managed all IT project issues.
Tested completed product based on stakeholder specifications.
Maintained/updated critical timeline as designated by stakeholders to meet project deliverables
Project Satellite Call Center Breakdown 04/2010
De-commissioned Dayton, OH call center
Complete oversight of removal of all network switches, routers, and workstations
Key hardware components identified and returned to functioning capability in central Corporate office (Lansing, IL)
Project Satellite Call Center Installation 11/2005
Managed complete IT installation of call center location in Topeka, KS
Installation and oversight of complete network including all switches, routers, and workstations
Setup completed to integrate with central Corporate office (Lansing, IL)
Project Satellite Call Center Installation 09/2005
Managed complete IT installation of call center location in Dayton, OH
Installation and oversight of complete network including all switches, routers, workstations
Setup completed to integrate with central Corporate office (Lansing, IL)
Project Satellite Call Center Installation 09/2003
Managed IT installation of call center location in St John, MO
Installation and oversight of network including all switches, routers, workstations
Setup completed to integrate with central Corporate office (Lansing, IL)
ORC ProTel
Assistant Manager Personnel 12/1990 12/1995
Assisted department with the objective of hiring quality people and producing an accurate, timely payroll. Supervised 4-5 employees in the task of checking daily time records for accuracy and meeting departmental goals for payroll and hiring. Superior technology skills enabled my advancement to IT Manager.
Certificates and Specialized Education
Comptia A+ Hardware/Software A+ Certified
Comptia Network+ Certified
Interactive Intelligence VAR certified
CISCO CCNA Training Current Technologies
MCSE Training Current Technologies
HDI Technical Certified Professional
Core Dial Technical Certification TC1612eB
Professional Organization Affiliations
Comptia |
