| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
https://LINKEDIN LINK AVAILABLE
EMAIL AVAILABLE
PHONE NUMBER AVAILABLE
Qualifications for Management in Customer Services, and Systems Administration Value Proposition
Positive, cheerful, diligent, results-oriented, knowledgeable, responsible,energetic professional with over fifteen years of progressively increased responsible mandates in general management in customer services, systems administration, external and internal customer support for large, growing corporations. In addition, offering a strong record of; efficient and effective troubleshooting, identifying issues, quality assurance, and achieving resolution with minimal interruption to workflow. Outstanding written and verbal communication skills, experience building, and maintaining partnerships with internal & external customers, vendors, and partnerships.
Project Management Knowledge Transfer Systems Improvement Consultation Professional Synopsis
Management
Responsible for quarterly and annual performance reviews, administrative oversight for technical support team, as well as setting yearly objectives for team goals and benchmarks.
Formulated positively-worded, informative correspondence to high-level issue customers, to transition a critical situation, into a satisfying resolution.
Served as the manager of in-house ticketing system, analyzing each request, suggesting possible first action, and stating the importance of the support request.
Maintained metrics on technical support staff, observing problem areas, suggesting methods for improvement, and setting realistic goals to excel.
Mediated exchange of information between partners for development of projects for product improvement, enabling customers to enhance workflow for efficient profit making.
Review and improve company process flow, targeting weak areas and developing new paradigms for maximum productive efficiency.
Constructed a system issues repository, allowing for better tracking of software issues reported by customers, with an end result of faster turnaround time for development on issue resolution.
Organize projects from provisioning kick-off, to turn over to the hands of support department with short deadlines, high pressure situations, with intense customers.
Analyze project status, identifying critical path item, in order to convey them to clients and vendors, giving them a comprehensive readout of project status.
Write thorough, yet concise, reports analyzing the completion of projects, detailing positive results, and contrary aspects, giving constructive criticism on how the aspects of issues can be improved for better results on future projects.
Using customer specifications, analyze current infrastructure to see if it will fulfill requirements for project; detail a reasonable plan of execution incorporating current workflows, along with more efficient methods, leading to cost-effective solutions.
Held the responsibility of conducting interviews for hiring new team members, as well as negotiating salaries based on perceived skill and potential of the applicant. Technology
Review and improve company process flow, targeting weak areas and developing new paradigms for maximum productivity and work efficiency.
Provided cost effective IT solutions to small businesses assessing hardware and supply needs, developing technology plans using positive trends in Information Technology, to ensure the longevity of IT investment and prolonging the use of current resources.
Proficient in disaster recovery methods and planning, assuring maximum efficiency in recovery time to nominal production operation, with minimal downtime and nigh zero data loss.
Implemented virtual office solutions using Cloud technology, and other remote networking technologies.
Heavily versed in proper PC maintenance to keep PCs running at optimal efficiency, encompassing knowledge of maintaining and manipulating all current, major Microsoft Operating Systems, as well as legacy systems such as Windows XP and Windows 2003 Server.
Capable of writing scripts and other methods to work around limitations in software solutions.
Qualified and experienced in a Microsoft Business and Exchange environment and maintaining multi-tiered enterprise level networks using current technologies for network and system administration for a large end-user base.
Microsoft and A+ Certified Professional possessing over nine years of experience maintaining large networks servicing hundreds of users.
Skilled in the use Microsoft SQL Management Studio for database management and analytics.
Created and maintained technology labs, running multiple applications for student improvement.
Managed a series of handheld assessment devices for student instruction and comprehension level tracking.
Consulted with network engineers and other technology specialists to provide an efficient and redundant network.
Possess acute knowledge on fixes for obscure errors and random hardware issues
(system e.g. Windows, and programmatic e.g .NET), applying keen troubleshooting skills to solve issues quickly and effectively.
Well versed in CRM/PSA and accounting packages such as; ConnectWise, Autotask, salesforce.com, ACT!, MSCRM, and Quickbooks and Sage/Peachtree.
Utilize cPanel to setup/manage website, deploy databases, WordPress CMS systems, reroute DNS and MX records.
Instruction
Imparted knowledge to customers on proper workflows and practices, improving efficiency in the quotation process, translating to cost savings.
Facilitated software implementation programs providing expert training courses turning novice users into experts.
Provided expert tutelage to junior support representatives, allowing them to rise quickly to higher levels of knowledge.
Constructed over ten small office networks from the ground up, taking customers through the process of proper hardware selection for their operations, to the end result of managing a functional IT house within their company.
Developed an online knowledge base to allow end users to query solutions to common problems, as well as instructing end users on proper computing techniques to reduce unnecessary support calls.
I mproved co-worker morale and performance by modeling positive reinforcement and attitude.
Consulted with small businesses on proper workflow for PSA systems (ConnectWise, Autotask, Salesforce.com, etc.), to quoting solution (QuoteWerks), to accounting package (Quickbooks, Sage/Peachtree, Dynamics).
Aesthetics
Knowledgeable and experienced in website project management, including design technique and syntax for HTML, page layout utilizing CSS and Bootstrap, and server management; capable of producing aesthetically pleasing websites viewable on mobile platforms.
Experienced in applying graphics technology to the online web and print design.
Experienced with web-related operating systems including Linux, UNIX, and Windows in an Internet environment.
Proficient in writing informative, clear-to-follow instructional guides and articles, ranging from purely recreational, canned email response articles, to corporate manuals.
Expert in use of XML for data feeds and document management. Career Biography
Aspire Technologies, Inc. (2010 Present), Orlando FL Technical Support Manager
Management of an elite group of customer support professionals, providing what was described by our customers as legendary and second to none . Provided consultancy to inexperienced system administrators on how best to implement the software into their current IT architecture. Technical support specialties ranged from general break/fix, to administering guidance to small-to-large businesses on the implementation of quotation software into their current business workflow (CRM, PSA, Accounting packages). Xasax Corporation (2009 2010), Naples FL
Provisioning Manager
Facilitate the install and maintenance of high speed, low bandwidth network connectivity for algorithmic trading devices to an array of financial markets. Consult with a multi-national engineering team to diagnose layer 2/3 network connectivity issues in order to resolve issues in a timely manner. Maintain a detailed project plan with up-to-date status and target dates for completion.
R.A. Cassel & Associates (2008 2009), Orlando FL Senior Technician
Maintain network operations for over 100 different small businesses within the Orlando area. Strategized, coordinated, and maintained file server and Exchange server migrations. Provided consultation of various PC and network issues on-site and over the phone. Developed technology plans for companies to guide their IT budget. Collaborated with associates to provide quick and accurate solutions to both common and unique IT problems. Orange County Public Schools (2006 2008), Orlando FL Technical Coordinator
Maintain Information Technology operations for over 100 workstations and over 60 users and 400+ students. Setup and manage multiple server-to-client programs. Develop a 5-year technology plan projecting technology needs. Troubleshoot problems both user and hardware related in a timely manner. Established a productive internet resource using SharePoint. Computer Systems for Professionals (2005 2006), Orlando FL Microsoft Certified Professional
Maintain Information Technology operations for over one-hundred local small businesses. Troubleshoot and replace errant hardware. Twenty-four hour support technician for major law firms and small businesses. Setup and manage multiple Microsoft Exchange servers, providing remote access and productivity for clients in the field. Consult on the appropriate hardware and office configuration for efficient information transfer and improved performance. Toptech Systems, Inc. (2000 2005), Orlando FL
Systems Administrator
Compiled procedures for the integration of new systems. Provided direct instruction to end users for newly installed systems. Handled and resolved end user grievances in a professional manner leading to results that enhanced the image of the corporation. Collaborated with external departments to develop a web-based information retrieval system that facilitated improved communication with customers.
Initiated processes for evaluating corporate systems and suggested cost-effective acquisitions to improve the performance of the overall system. Maintained an inventory of surplus materials for replacements resulting in cost reduction, efficient maintenance, and decreased downtime. Trained employees to use applications and apply shortcuts which improved their job performance.
Valencia Community College (1996 1999), Orlando FL Internet Specialist
Produced and hosted an array of custom built websites that gathered over 10,000 visitors per month using proper search ranking, keyword alignment, and professional construction. Trained and supervised designers on web development projects leading to the successful construction and maintenance of high-use professional-grade websites. Collaborated with external departments to develop a web-based information retrieval system that facilitated improved communication with customers. Assisted in establishing comprehensive information technology departments. Responsible for maintaining file, web, ftp, hubs/switches, routers, DHCP, DNS, and mail servers.
Initiated processes for evaluating corporate systems and suggesting cost-effective acquisitions to improve the performance of the overall system through automated web-based systems. Advised professors on how to adapt materials for online course work. Education
Bachelor of Science, College of Information, Florida State University (Tallahassee, FL) August 2000
Associate Arts Degree, Valencia Community College Honors Program (Orlando, FL) May 1998 Graduation with Honors from University High School (Orlando, FL) May 1996 |
