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Administrative Office Manager Resume Profile

Mechanicsburg, PA

Summary

  • Hire, evaluate and counsel a staff of up to 35 employees in varied positions throughout the organization
  • Personally train all staff in the use of new software and procedures as necessary
  • Facilitate full-team training, incorporating all personnel from a 24-hour/365 day operations center
  • Lead by example to ensure that all standard operating procedures are followed in order to best manage customers' inconvenience
  • Manage personnel and projects across multiple shifts, including supervising the production of 85 textbooks for 10 different publishers at one time - keep projects on track and ahead of schedule
  • Manage monthly press checks to ensure content and color
  • Served as Technology Team Leader prior to certification training
  • Implemented updated work flows into network-supported infrastructure
  • Recommended and implemented new products and services to boost revenue
  • Implemented new procedures to aid the Network Operation Center NOC in growth endeavors
  • Wrote or edited, most of the complement of SOP documents currently use within the NOC
  • Acted as Assistant Manager as the NOC was rocketed from infancy to its current state. Tremendous success and growth attributed directly to my efforts
  • Wrote proposals and sales letters, reworked marketing department budget and revenue projections, completed quarterly revenue reporting based on closing sales

Technical:

  • Assess, review, and report on AOPC and UJS system network health using EM7, Scrutinizer, and eHealth, as well as various other network troubleshooting tools.
  • Perform first level troubleshooting of all server, network and general user issues
  • Answer technical support calls and email from internal and external customers and attempt to resolve those issues before escalating through the BMC remedy ticketing system
  • Monitor and manage ticket queues to provide a timely response on a multitude of customer issues performing notifications and escalations with technicians, supervisors, technical managers, dispatch, and call center personnel as necessary
  • Write and submit disconnect orders for various circuits as old technology was upgraded to PIP circuits
  • Troubleshoot PC/E-mail/modem/home networking and telephony problems encountered by Comcast customers
  • Resolve technical difficulties involving various software packages used throughout the organization, including but not limited to: Microsoft Office, QuarkXPress, Adobe InDesign, Photoshop, and Illustrator
  • Resolve technical difficulties involving various pre-press software packages before printing film
  • Create templates for use with newsletter and brochure publishing in multiple software packages
  • Wrote macros to facilitate the flow of XML-coded ascii files into QuarkXPress templates
  • Write, review, and edit Standard Operational Procedure SOP documents to aid NOC technicians in their daily routines
  • Wrote company handbook, emphasizing the Standard Procedures for dress code, health insurance, timeliness, vacation, and other employee issues
  • Determine all brochure design, layout, and production, and graphics to be used in sales e-mails and on web
  • Upkeep, redesign, and troubleshoot company websites
  • Maintain and update Access database of client information, including creating new tables and reports

Employment History

Administrative Office Manager

Confidential

Network Operations Center, Lead Technician

Confidential

CAE/IP Internet/Computer Telephony Help Desk

Confidential

Creative Specialist/Consulting Project Manager

Confidential

Marketing Specialist/Webmaster/Technology Team Member May 1998 to May 1999 Creative Specialist/Webmaster/Technology Team Member May 1997 to May 1998

SKILL

  • ITIL Orientation
  • ITIL: The Service Desk and Incident Management
  • ITIL V3 Foundation Syllabus v4.2: ITIL and the Service Lifecycle
  • ITIL V3 Foundation Syllabus v4.2: Service Strategy Fundamentals
  • ITIL V3 - Service Design Processes
  • Virtual Team Management - Developing Virtual Teams
  • Establishing Team and Customer Relationships
  • Mentoring Effectively
  • Elements of a Cohesive Team
  • Network Troubleshooting
  • Network Operating Systems and Clients
  • Working with TCP/IP
  • Fault Tolerance and Disaster Recovery
  • Networking Protocols
  • WANS and Remote Connectivity
  • LAN Technologies
  • The Fundamentals of Networking
  • IP Addressing and Subnetting

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