Objective
To
obtain an IT position that utilizes my experience as an IT Manager having
responsibility for all aspects of IT including managing staff and
departmental budgets.
Professional Summary
IT
Manager with over 15 years of IT experience including experience in the
areas of LAN and WAN, training and support, telephony, and e-mail and
security. Skilled in
designing infrastructure and implementing technology to support large user
groups, supporting users at corporate headquarters as well as multiple
remote locations, and effectively managing $1 million IT budgets as well
as IT staff. Proven ability
to translate business needs into technology requirements that support the
company’s business objectives and to successfully manage all phases of
IT projects from needs analysis and requirements definition to vendor
selection, implementation, and training.
Experience
IT
Manager, Some Company, Somewhere, Some State, 1/98 – Present.
-
Reporting
to the VP of Finance, responsible for all computer and telephony
systems for this $30 million widget company at corporate headquarters
as well as at 5 remote locations.
-
Assume
overall financial accountability for the IT department including
developing and managing an annual IT budget of $1 million.
-
Oversee
a staff of 3 consisting of a help desk analyst, an operations analyst,
and a network administrator in supporting 240 employees across 6
locations in State 1 and State 2.
-
Successfully
implemented multiple IT projects ranging from $40K to $100K, provide
the technology knowledge and vision to support the company’s
business objectives, and evaluate and recommend all software for
business processes.
Selected Accomplishments
LAN and WAN
-
Specified
and upgraded all computer equipment from desktop to back-end servers
for all locations.
-
Designed
and implemented a WAN infrastructure using T1’s and Cisco equipment
integrating legacy SCO/Unix systems with the new infrastructure.
-
Integrated
NT servers into the network.
-
Implemented
a VPN solution via the Internet to enable a secure connection between
a remote location and corporate headquarters.
-
Involved
in day-to-day operation of Novell (4.X/5.X) network in addition to
effort to migrate to an all IP network.
Training and Support
-
Implemented
computer-based training for Microsoft Office products utilizing
Skillvantage by NetG eliminating the need to send users to outside
training and providing a means of easily tracking employee progress to
the established training requirements.
-
Formed
and staffed a centralized help desk for coordination of support
services throughout the organization to increase the efficiency and
effectiveness of support services.
-
Created
and manage standard desktop images for employees based on job function
reducing the time required to install appropriate software on a new PC
by copying the appropriate image to a new computer’s hard drive
instead of loading individual software applications.
Telephony
-
Reduced
customer service man hours by analyzing the types of customer calls,
developing a flowchart of the customer call process, evaluating and
selecting an Integrated Voice Response (IVR) system to place in the
contact path to customer service, and developing a database file of
all customers that included customer account number, balance, next
delivery, and last posted payment that was refreshed nightly and
updated in the IVR system. Successfully implemented the project resulting in a 10-month
ROI with a customer usage rate of 7%, significantly above the vendor
expected usage rate of 2%, a rate equivalent to having an additional 2
customer service reps on staff.
-
Based
on the initial success of the project, enhanced the IVR system further
to include accepting credit card payments and adding a complete
Spanish language script.
-
Upgraded
an automatic call distribution system, implemented call accounting
software to track who placed a call and where the call was placed, and
manage a Fujitsu 9600 PBX phone system.
E-Mail and Security
-
Designed
and implemented an STMP-based mail server and standardized the entire
company on Outlook Express including creating an e-mail domain and
managing users.
-
Migrated
to Internet standard messaging and installed T1 connectivity to the
Internet.
-
Selected
and implemented content scanning software, Content Technologies’
Mailsweeper, to protect company assets and minimize exposure.
Supervisor
of LAN Applications, ABC Company, Anywhere, Any State, 12/90 – 12/97.
-
Reporting
to the Manager of Computer Operations, managed a staff of 2 in
supporting both corporate headquarters and a 24/7 XYZ operation.
-
Designed
and implemented a help desk to serve the needs of 600 employees.
-
Handled
second-level support of LAN and WAN issues for the company.
-
Performed
daily Novell administrative tasks including adding and deleting users,
setting up shared areas, controlling data access, and managing print
queues.
-
Trained
users and administered e-mail for the entire company.
-
Established
and maintained productivity training of end users and supported all
shrink-wrapped software applications including Paradox, GroupWise,
WordPerfect, and Lotus 123.
Information
System Manager, The AAA Company, Anywhere, Any State, 11/85 – 11/90.
-
Reporting
to the Controller, oversaw all aspects of IT for this financial
services office.
-
Managed
the migration from an IBM System 34 to a PC-based Novell LAN.
-
Installed
and supported LAN’s in New York and Chicago training and supporting
users in the new environment.
Technical Skills
Operating
Systems:
Windows, NT, 2000, and Novell 4.X, 5.X; familiarity with Linux, Unix, and
Apple
Applications:
Microsoft Office Suite (97, 2000) – Excel, Word, Access, Outlook,
PowerPoint
Hardware: Compaq
servers, IBM servers, HP servers, Gateway servers, building custom PC’s,
Netscreen firewall, Cisco routers, hubs, switches, voicemail, phone
switches
Professional Organizations
President of 123
123 is a 400-member computer networking user group focusing on Novell
and Microsoft NT as well as learning about the latest technology.
Education
State University
BA in
Financial Computer Systems, 75% complete
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