TECHNICAL SKILLS:

• Management experience
• Experience with ITSM solutions (ServiceNow, Remedy, Footprints)
• Experience with ITSM process workflow design (Incident, Change, and Request)
• Excellent interpersonal and presentation skills
• Excellent business writing, technical writing, and oral communication skills
• Detail - oriented and organized with strong research, time management and problem resolution skills
• Demonstrated ability to work as part of a team and ability to exercise tact and diplomacy
• Able to successfully navigate high stress situations
• Able to communicate with internal/external groups professionally
• Able to read and comprehend complex materials
• Able to successfully change course on the fly and find alternative solutions
• Excellent proofreader/editor
• Effective under pressure/time constraints
• Self-motivated and independent
• In depth knowledge of Windows systems
• In-depth experience with PC hardware and associated components
• Working knowledge of Linux systems (generally RedHat and SUSE environments)
• General working knowledge of HTML, VBS and Java

PROFESSIONAL EXPERIENCE:

Confidential, Canonsburg, Pennsylvania

IT Project Coordinator

Responsibilities:

• Responsible for assisting Project Managers with multiple IT projects, including multi-million-dollar service management and CRM projects. Coordinated communications between vendors and technical leads. Estimated budget and personnel requirements. Assured project deliveries were on time and complete.
• Acting Project Manager during the planning and initiation phases of service management replacement project (ServiceNow). Assisted with design of process flows for Incident, Change, and Service Request modules. Responsible for coordinating upgrade from Office 2010 to Office 365 for worldwide staff (approximately 2500 users), using AD GPO. Administered CA PPM tool during initiation and implementation of PPM project.
• Responsible for writing and publishing ongoing IT Communications, including a weekly IT tip, monthly accomplishments, and other broadcast communications as required.
• Assist with internal QA audit leading up to annual external audits of business processes.

Help Desk Analyst II

• Responsible for providing support via telephone and email inquiries for internal customers, both onsite and remote. Used technical writing skills to create and maintain knowledgebase and documentation for new and existing customers.
• Responsible for ServiceNow administration prior to role change. Actively participated in ServiceNow and SSO project teams.
• Responsible for Windows and Linux workstations, network printers, user administration (Active Directory, proprietary internal tools), server administration, software installation, as well as server and desktop updates and maintenance. Supported Windows XP, Windows 7, Windows 10, Server 2003, Server 2008, and Server 2012, as well as many flavors of Linux. Worked with other IT groups to setup and test BMC Footprints as a replacement ticketing system.
• Responsible for new client setup, installation of server security and antivirus solutions, workstation antivirus and antimalware software, and backup solutions. Assisted with A/V setup and maintenance.

Confidential, Pennsylvania

Technical Consultant

Responsibilities:

• Responsible for providing support via telephone and email inquiries for external customers, both onsite and via remote console, maintaining customer relationships with Tier 1 and 2 customers. Used technical writing skills to create and maintain knowledgebase and documentation for new and existing customers.
• Responsible for Windows workstations, network printers, user administration (Active Directory, proprietary internal tools), server administration, software installation, firewall configuration, system monitoring using Kaseya, as well as server and desktop updates and maintenance. Supported Windows desktop and server.
• Responsible for new client setup, including migration to a hosted Exchange setting, installation of server security and antivirus solutions, workstation antivirus and antimalware software, and backup solutions. Created new accounts and maintained current users in Active Directory. Maintained terminal server user and computer settings using Group Policy.

Confidential, Ann Arbor, Michigan

Help Desk Technician/Systems Administrator/Senior Technical Support Consultant/Backup Administrator

Responsibilities:

• Responsible for providing support via telephone and email inquiries for internal users, both onsite and via remote console. Used technical writing skills to create documentation and maintain a knowledgebase to facilitate support.
• Responsible for Windows workstations (approximately 250), network printers, user administration (Active Directory, proprietary internal tools), software installation, OS updates. Migrated PCs from ProQuest network to NAPC network during final split between companies. Supported Windows XP and Windows 7.
• Responsible for administration of Window Servers (2003/2008), Exchange Server, and Active Directory, including updates, patches, and user/security group creation and administration. Set up local NAS device to organize departmental and user shares using Windows Storage Server.
• Managed telephony sub-project for move to new building. Administered Allworx VoIP system, encompassing four locations. Configured and tested 120+ phones for users in all locations. Set up hunt groups and shared lines, conferencing, and reporting.
• Responsible for providing technical support via telephone and email inquiries for XanEdu products, and other products as acquired. Provided QA support for major XanEdu releases. Provided after hours support. Responsible for creating/updating XanEdu’s internal website containing technical and customer service information for XanEdu, including tech tips and canned responses. Trained new support personnel as needed.
• Responsible for administration of Cisco VoIP system used by approximately 100 users. Set up hunt groups and shared lines, configured single and multi-line IP phones.
• Responsible for backing up critical corporate data utilizing Veritas NetBackup 6.0 with Sun StorEdge L500 tape library. Prior to assumption of backup administration, critical data backup was sporadic; several processes were nonfunctional. Updated hardware and software, which made the NAS/NDMP backups functional. Made data backup more dynamic, adding/deleting servers from backup policies as required to streamline the process.

Confidential Ann Arbor, Michigan

Technical Support Consultant II

Responsibilities:

• Responsible for providing technical support via telephone and email inquiries for all ProQuest electronic products.
• Verified and licensed faculty users. Responsible for updating TSWeb, the internal website containing all known technical information for all products, including tech tips and customer canned responses.
• Created entire XanEdu section, along with FAQs for external website.
• Provided QA support for major XanEdu releases. Provided after hours pager support.

Customer Service Representative II

• Responsible for receiving and responding to incoming telephone and email inquiries and issues.
• Verified and licensed faculty users.
• Provide technical support. Responsible for upgrade of customer service call log system from non-interactive Excel log to an Access database that can be accessed by all customer service representatives to research prior calls from users. Create interactive reporting system for same information.
• Promoted to Technical Support Consultant in April, 2004, when XanEdu merged into its parent company, ProQuest.

Confidential, Michigan

Restaurant Manager

Responsibilities:

• Responsible for running restaurant in full-service hotel. Responsible for day-to-day operations, including scheduling, team building, hiring, reviews and disciplinary actions.
• Marketing and promotion of restaurant on local websites.
• Organized special functions, such as Mothers’ Day Brunch and Meals on Wheels charity event (hotel side). Responsible for month-end inventory of hotel beer, wine and liquor.
• Responsible for Micros POS system functions.

Systems Administrator/Paymaster

• Responsible for support of all systems functions in hotel. Basic administration of NT server, all hardware and software support for individual workstations.
• Property administrator for Micros POS system and interface with PMS.
• Responsible for day-to-day payroll functions. Implemented two time and attendance changeovers and one complete payroll system changeover.
• Responsible for daily journal entry and reconciliation. Responsible for all hardware and software purchase recommendations and inventory.