Resume

Objective
To secure a network administrator or IT Manager position in a challenging and competitive environment, where my management skills, along with my information systems, design, diagnostics, and wireless skills can be fully utilized. Additionally, I desire the opportunity for technical, professional, and personal growth, while contributing my knowledge and expertise to existing environments, procedures, and service support of company directives.
Professional Skills

Microsoft Certified Professional, proven technical and management expertise in a career spanning 8+ years. Experience with Trouble Ticketing Systems Vantive, and other Proprietary ticketing systems. Quick learning IT management professional with an upwardly mobile career reflecting strong leadership qualifications, hands-on experience, and software / hardware troubleshooting expertise. Extensive knowledge with Windows 95, 98, NT, 2000, XP, and Server 2003, supporting desktops and servers within an organization of 100’s of employees, and providing training and guidance to technicians assigned to me. Wireless subscriber experience supporting wireless data products. Team oriented management style with excellent interpersonal communication skills. Focused on the bottom line, while providing end users with superior service. Passed Exam 70-059 TCP/IP, Passed Exam 70-067 NT Server 4.0, Passed Exam 70-058 Networking Essentials.

Employment History

ADCom, Norcross Georgia 1/05 – Present

Enterprise Network Administrator

Daily responsibilities to maintain operational readiness of all systems to include Win NT, 2000, XP, and Server 2003. Maintain and install all hardware, software, updates, and upgrades. Plan and implement network changes during Maintenance Windows, keeping end-users and customers informed. TCP/IP, DNS, LAN/WAN design, implementation and troubleshooting. Installed and configured Windows Terminal Services for in house Accounting and CRM application. Control all aspects of the internal email systems. Configure and upgrade PBX systems with VOIP. Worked on backend systems to implement a change of Local and Long Distance carrier. Create and Maintain users and groups in the domain. Configured and installed anti-virus solution on local and remote user’s computer systems. Educate new users in basics of ADCom communication systems. Set up new users with the hardware and software that they require. Give basic introduction to system login, email usage, telephone usage, and voicemail usage. Handled all aspects of the blackberry handheld unit including, setup, configurations, and troubleshooting. Troubleshoot print issues with networked HP printers and print devices.

Highlights:

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Created the companies first Active Directory design and implemented successfully.
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Solely responsible for migrating the end-users environments of 150+ end users an servers from a Windows NT environment to a Windows 2003 Domain.
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Instrumental in migrating all phone communications from AT&T to MCI with zero issues and minimal downtime in a 24/7 environment.

ADCom, Norcross Georgia 7/04 – 1/05

WAN Installation Engineer

Responsibilities include remote installation of WAN equipment including Cisco router and ADTRAN CSUs, also initial configuration of Cisco routers, WIC cards, and CSU/DSUs, Upgraded Cisco ISO and running configurations, diagnose and troubleshoot Router Ethernet, and Serial Connections. Liaison between Brinker International, and AT&T in resolving WAN related issues, including BGP, LMI and PVC. Provide phone, and email support for installation and management teams. Documented ADCom ticketing system with all real time updates on all issues.

Dendrite International, Norcross Georgia 11/01 – 7/04

Help Desk Analyst, Abbott Laboratories

Provide quality customer support on Siebel software applications Life Sciences 6.3. Answer incoming calls from pharmaceutical representatives about computer issues, procedures, and technical questions. Resolve service requests in the most effective, and efficient manner following established SLA’s. Manage a caseload of incoming service requests each day. Document and maintain a detail history of the case notes from start to finish. Proactively suggests improvements to reduce incoming requests. Provide a high degree of customer satisfaction, technical expertise, accuracy, and timeliness. Facilitate communication upward and across team including status, variance and technical information. Created an maintained internal website for customer FAQ, and resolution to common problems for internal staff resources.

Qwest Wireless, Denver Colorado 2/00 – 6/01

Assistant Manager of Technical Support

Evaluate and provide recommendations for the improvement of customer technical support for data products. Design, develop, and facilitate training on the technical usability of wireless data products to sales and customer support teams. Research, evaluate, and fix technical problems experienced with existing data products. Research, evaluate, and report on the technical usability of competitors’ data products. Provide advanced technical support for wireless data customers. Interacting with external vendors and internal groups to identify and document internal documents. Support users with Windows 95, 98, NT, 2000 and Mac OS 8.0 – 9.0. Provide research, testing, and create standards for configuration of Third Party software such as: AOL, CompuServe, Prodigy, and others for wireless communications.

Highlights:

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Instrumental in the implementation and creation of policy and procedures for a team that focused on new wireless technologies for CDMA & GSM networks.
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Created and implemented full training programs for customer service representatives to explain new Wireless Data Communications and capabilities to customers in a non technical fashion.

IMS Health, Atlanta Georgia 6/99 – 12/31/99

Help Desk Technician

Provide telephone-based 1st level technical support for the company’s proprietary database software and OS/2-based communications software. Provide support for user base of 4,000 pharmaceutical sales representatives. Supported such applications as: Windows 3.1,95,NT 4.0, MSOffice 5.0, MSOffice 97, IE 4, Novell GroupWise 4.1, 5.2, HP DeskJet 400, 855CXI, 880C, OfficeJet, OfficeJet 630.

OrthoLink Physician’s Corporation Atlanta, Georgia 9/98 – 6/99

Managed Care Coordinator

Responsible for the development of processes to insure timely and organized review of contracting opportunities. Responsible for third party payer fee schedule analysis which is used during contract review, evaluation and negotiation. Responsible for internal staff education at all levels regarding managed care concepts and payer compliance issues.

EDUCATION

Attended Micro Computer Specialist, DeKalb Technical Institute, Decatur, GA

MCP (NT 4.0)

Knowledge Alliance Microsoft MCSE training courses.

Microsoft train the Trainer course.

Reference Available Upon Request: