SKILLS:

• PMBOK Project Management methodology
• Web application support and administration
• Certified Lean Practitioner
• VOIP phone system administration
• Windows Server administration
• Application training
• G Suite and Office 365 support and administration
• Leadership and process development

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis, IN

Operations Manager

Responsibilities:

• Lead project manager for Confidential replacement.
• Oversight of Vital Records operations focusing on process improvement and project initiatives.
• Contract negotiations for agency and business data sharing.

Confidential, Indianapolis, IN

Information Technology Support Manager / Project Manager

Responsibilities:

• Management of daily operation of Help Desk, Desktop Support, Business Software Analysis and Network Security Administration functions for 1400 user nationwide environment.
• Project management of system deployments, moves and new processes including user training.
• Software project needs analysis, project scope review, and testing and error resolution for software releases.
• Process development and documentation supervision for SOX compliance.
• Mortgage Loan Origination Systems (LOS) administration and troubleshooting.
• Computer image creation and management including asset inventory for nationwide staff.
• Computer image creation for Windows 7 utilizing Windows Deployment Services.
• Help Desk Management system work order portal setup. This project was documented and work order templates created for users to enter their own tickets through web interface. All required fields for information gathering had to be planned and setup for logical flow for ease of customer use.
• Inventory management system. Redesign of inventory system to create tracking system and processes for managing inventory of all computer equipment nationwide. This project required coordination with accounting for fixed asset reconciliation, monitoring client installation and verification of assets. Process documentation was done to track product life cycle and future data integrity.
• Outsourcing of computer delivery and return with UPS Store network. This project required establishing shared tracking system with a local UPS Store owner using Google Docs to manage distribution and return of computers equipment for new hires and terminated employees nationwide utilizing the network of UPS franchise stores. Processes were established for notification, scheduled delivery and pickup and invoicing of shipments.

Confidential, Indianapolis, IN

IT Analyst

Responsibilities:

• Maintained 300 staff and classroom lab computers, printers, domain controllers and network RAID server.
• Completed Windows 7 and Office 2010 upgrade project.
• Planned IP scope expansion and installation of fiber link and switch installation for school expansion project.

Confidential, Indianapolis, IN

Technology Analyst

Responsibilities:

• Daily operation of Help Desk, Desktop Support and Network Administration functions for 500 user environment.
• For the closure of an out of state loan office, assumed the role of project leader.
• Negotiated agreements with a moving company and technical service vendors to dismantle the network and redistribute networked multifunction printers to other offices, sell or redistribute furniture to other bank offices, notify the building manager of lease cancellation and negotiation of acceptable terms and timelines for moving.
• Proper execution of this project plan resulted in final move out inspection of the leased office being concluded on the moving day with delivery of furniture, printers, desktop, server and network equipment to alternate designated locations within the appropriate timeline in the following days.
• Active Directory (AD) network administration functions were streamlined by documenting the process for two network segments with a trusted relationship comprising Windows Server and Exchange Server, creating new AD Organizational Units for each office, scrubbing old accounts by comparing Human Resources records to existing AD records in each network segment.
• Utilization of Windows Management Instrumentation (WMI) tools for a complete computer inventory of the enterprise.
• This was accomplished remotely for offices in six states. A comprehensive spreadsheet of technical specifications for all computers, servers and printers was delivered for Office of Thrift Supervision (OTS) audit review and ongoing department use.
• Created a computer image strategy and maintenance system to protect sensitive financial data and redistribute computers efficiently.

Confidential, Indianapolis, IN

Technical Recruiter

Responsibilities:

• Sourcing and interviewing qualified technical candidates to supply clients with temporary staff needs while maintaining daily candidate management and follow - up including attendance, assignment goals and dismissal when necessary.
• Exceeded billed hours staffing goal of 450 hours, achieving 600 hours by maintaining candidate database through regular follow-up with candidates, compliance maintenance for candidate employment eligibility and marketing of qualifications to client companies.
• Candidate availability for client positions was maintained by conducting up to 20 weekly interviews to maintain a pool of talent with diverse skills.

Confidential, Indianapolis, IN

Support Analyst

Responsibilities:

• Provided supervision of four member team to provide network administration, desktop computer and telecom support for all levels of staff and management.
• Maintained support team service level agreement goals and consistent average team satisfaction survey results of 4.85 out of 5 rating.
• Additional skills developed with department projects including office moves, new computing environment deployments and Heat Help Desk Management software implementation.
• Provided Help Desk and network support in an enterprise Windows environment as well as Automatic Teller Machine (ATM) troubleshooting and support for 35 remote locations.