SUMMARY:

• IT professional bringing 35 years of experience in customer service and IT infrastructure support who is self - motivated, analytical and a detail-oriented problem solver with a very strong work ethic.
• Skilled in troubleshooting complex problems, working well with others and providing customer solutions with a high degree of professionalism and dedication to exceptional service and customer satisfaction.

SKILLS SUMMARY

• Excellent customer service skills
• Microsoft Windows 2012 R2/2008 Server, Windows 10/8/7/XP, Mac OS X
• Dell/IBM/HP/Apple computers, network & personal printers & scanners, personal phones & tablets
• Active Directory, SCCM, TCP/IP, DHCP, DNS, Group Policies, advanced NTFS file permissions
• Exchange Server 2010/2003, Blackberry Enterprise Svr, SQL 2008/2000, IIS 7
• Microsoft Office 2016/95, some experience with Office 365 and SharePoint, countless third-party server/client software applications
• Symantec Backup Exec, ArcServe2000 Backup, Symantec/McAfee/Vipre Antivirus
• Wireless Routers, Cisco Switches, Netscreen Firewalls, Network Print Servers
• PXE/Ghost/Acronis Imaging, Service-Now/BMC Remedy/Magic Service Desk
• Remote Desktop Administrator, Bomgar, SCCM remote access tools, assorted free tools
• Terminal Services, FTP, VPN, Polycom Video Conferencing
• Significant experience managing budgets & hardware/software purchasing/licensing
• Excellent technical writing to document procedures, client training, and reporting
• 35 years successfully held positions that were autonomous
• 25 years customer support resolution experience
• Always driven to provide consistent quality service

PROFESSIONAL EXPERIENCE:

Confidential, St. Louis, MO

Technology Coordinator

Responsibilities:

• Responsibilities were to manage all of the IT needs for the Doisy College of Health Sciences which was comprised of nine departments and approximately 350 faculty and staff.
• Provided timely resolution of all technology related issues reported via Service-Now tickets supporting faculty and staff office equipment, academic and clinical software and access, classrooms and student computer labs, lecture halls’ Crestron projection systems and lecture capture technology, and multiple research labs’ unique hardware and software as well as personal equipment of customers.
• Managed communications between my customer base and ITS, provided solutions for non-standard technology needs, imaged computers, managed NTFS permissions, installed /configured unique software, provided customer training.
• Served on ITS committees to guide university’s application and hardware standards.
• Frequently received customer and IT peer recommendations resulting in receipt of numerous SLU ITS Kudos awards for exceptional service.
• All employment evaluations while serving in this position were rated exceeded expectations.

Environment: Customer service, Active Directory, Windows 10/7, Mac OS X, Service-Now, Remote Administrator tools, VPN, SCCM, Dell/IBM/HP computers, network & personal printers & scanners, Microsoft Office 2016/2013/2010, Google email and docs, Symantec Antivirus, technical writing to document procedures, client training, and reporting.

AD/System Admin

Responsibilities:

• As a consultant and one of four System Admins, my primary function was to assist with migration of over 8000 objects from Novell eDirectory to Microsoft Active Directory using ADMT and Quest Migrator.
• After each migration cycle, I was physically present at customer site as project ambassador to remediate of issues immediately. This personal customer service role contributed greatly to the success of the project.
• Modified login scripts to provide drive mappings, created global security groups, modified client memberships to security groups, modified group policies and remediated client issues through BMC Remedy.
• Provided training on AD to distributed IT support staff.
• Also assisted project team migrating Saint Louis University from Windows XP to Windows 7 and SCCM management as time allowed.

Environment: Customer service, Active Directory, TCP/IP, DHCP, DNS, Group Policies, Novell, Windows 2008 R2, Windows 7/ XP, Mac OS X, BMC Remedy, Remote Administrator tools, VPN, SCCM, Dell/IBM/HP computers, network & personal printers & scanners, Microsoft Office 2010, Google email and docs, Symantec Antivirus, technical writing to document procedures, client training, and reporting.

IT Manager

Responsibilities:

• Responsibilities were to manage all of the IT needs for the Jewish Federation of St. Louis and four other Jewish agencies.
• Provided extensive 24/7 end-user support.
• Personally assisted staff, volunteers, and visitors with all requests for assistance regarding computers, printers, applications, data, mobile devices, remote connections, video conferencing, and presentation setups to include non-business related questions.
• Administered Windows AD domain consisting of 12 servers and over 125 client accounts and 150 desktops and laptops, Exchange, OWA, Blackberrys, multiple SQL database applications, remote connections, wireless networks, backups, LAN printers.
• Responsible for purchasing, installing, configuring, & managing all technology equipment and software.
• Managed annual budget of approximately $70K.
• Periodically supervised staff person.

Environment: Customer service, Windows 2008-2000 Server, Windows 7/XP, Mac OS X, Active Directory, TCP/IP, DHCP, DNS, Group Policies, Terminal Services 2008, FTP, Exchange Server 2003-2010, Blackberry Enterprise Server, SQL 2008-2000, IIS 7, Office XP 2003-2010, countless third-party server/client software applications, Symantec Backup Exec, Symantec & Vipre antivirus, wireless routers, Cisco switches, Netscreen firewall, network print servers, Dell/IBM computers, network & personal printers & scanners, PolyCom video conferencing equipment, Ghost & Acronis imaging, Remote Administrator tools, Spiceworks, managed budgets & hardware/software purchasing/licensing, technical writing to document procedures, client training, and reporting.

Backup Admin

Responsibilities:

• Held second job while working at Jewish Federation during this period working 60 hrs. /wk. for 3 yrs.
• Provided solitary third-shift IT coverage of over 60 servers as well as client helpdesk support.
• Managed ArcServe 2000 backups, reviewed systems to anticipate issues and prevent downtime, performed software and hardware upgrades and maintenance of servers as well as other duties as assigned such as NT administration maintenance, LAN room improvements, and data management.

Environment: Customer service, ArcServe2000 backup, Dell Windows 2008/2000 Servers, Windows 7/XP, Microsoft Office 2010/2007, countless third-party server/client software applications, Symantec Backup Exec, Symantec antivirus, Dell/IBM computers, network & personal printers & scanners, Remote Desktop Administrator and WhatsUp Gold monitoring tools.

Microstation Admin

Responsibilities:

• As a consultant, provided IT administration and application support to design drafting, cost scheduling, accounting, engineering and management groups.
• Administered client and server computer hardware, applications, and project IT needs in a fast-paced environment.
• Administered globally accessed application servers, key servers with token licensing, client/server applications and database-supported applications.
• Responsible for over 25 servers supporting 3D SmartPlant modeling and engineering specific applications.
• Responsible for imaging and configuring over 300 client desktops and laptops.
• Provided local deskside and worldwide remote client support.
• Provided NT administration support such as account creations, global groups management, and share permissions.
• Administered hardware and software inventory, acquisitions, installs, moves, and repairs.
• Administered design file document management system and managed project data backups, restores, and project closeout archiving.
• Worked with project teams to define IT and CAD requirements.

Sr. Field Engineer

Responsibilities:

• Responsible for all aspects of customer hardware and software support of Intergraph products.
• Products supported included Microstation cad software, VAX/VMS mainframes, Unix workstations, Inter-Map Analytics optical mapping workstations, tape drives, disk packs, and assorted engineering large scale printing and scanning peripherals.
• First four years was an instructor of field engineers and customers in Huntsville. Responsible for all aspects of courses taught. Created lesson plans, lab exercises, maintained lab equipment. Then in order to be closer to family in Southern Illinois, I transferred to St. Louis as a Senior Field Engineer dedicated to supporting wide range of Intergraph hardware and software products at Monsanto cites.

Calibration Tech

Responsibilities:

• Originated a calibration program to meet government requirements for a plant manufacturing mobile railway military targets.
• Purchased standards, established calibration procedures and schedules, inventoried and calibrated all appropriate tools and systems through plant.

Sergeant

Responsibilities:

• 35H MOS, Calibration/Repair Technician.
• Performed calibration, cross-checking, troubleshooting to component level and repair of complex calibration standards and general test, measurement, and diagnostic equipment in the direct current, low frequency, microwave, and physical standards parameters of precision measurement.
• Completed a one year course of training on alternating and direct current, low frequency, microwave, and physical standards theory and component level repair. Spent one year in Korea doing component level repairs. Spent last two years in Huntsville, AL, as an electronics instructor.