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Hosting Process Manager Resume

Jacksonville, FloridA

SUMMARY:

Strong focus on implementation, building and managing technology solutions. Reliable, cost effective, supportive, an innovative Infrastructure Professional with proven business and technical leadership. Skilled in communications between end users, upper management and technology departments. Successful Professional for multiple companies with more than 20 years of information technology experience.

RELEVANT SKILLS:

Operating Systems: Extensive experience with MS/PC DOS, Microsoft desktop operating systems up to and including Windows 7 Professional (including Tablet Edition), Microsoft server operating systems up to and including Windows Server 2008 (including Small Business Server Edition as well as other Microsoft Servers including Exchange 2003), SCO UNIX (limited experience), Apple IOS.

Network Skills: Designed office network infrastructure for regional locations containing as many as 200 workstations. Designed data room layout and extended/modified data capabilities and infrastructure as business units dictated. Cisco Routers, Switches, QIP, DHCP and Voice over IP. Experienced in CAT5e and Fiber Optic cable installations including wiring and termination.

Active Directory / Exchange Experience: Created user / exchange accounts, user groups, user permissions, and other administration - related functions in accordance with pre-defined corporate Active Directory schema. Create group shares and assign members and permissions.

Applications: Extensive experience with Microsoft Office up to and including Office 2010 (MS Word, Excel, PowerPoint, Access and Outlook), Veritas Backup Exec Version 10.0, Symantec Endpoint Corporate Edition up to and including Version 11.0, Symantec Ghost up to and including Version 9.0, Internet Explorer Administration Kit, Dame Ware NT Utilities, proprietary web-based applications. Experience with a vast library of other relevant applications, including CRM, Remedy and PC Anywhere.

Hardware: Experienced designing, assembling, and troubleshooting desktop and server components. Experience with specific devices, HP LaserJet and Ricoh printers, Sony AIT tape libraries and Point Of Sale peripherals. Confidential Option 11 PBX, Nortel key systems.

EXPERIENCE:

Confidential, Jacksonville, Florida

Hosting Process Manager

Responsibilities:

  • Facilitate Change Advisory Board (CAB) meetings to review changes.
  • Manage and monitor changes to ensure timely completion.
  • Provide regular metrics to show progress of change management.
  • Determine trends in incidents and problems to identify areas for improvement.
  • Produce regular reports showing problems identified, status and resolution.
  • Engage cross - functional technical teams to drive problem management.

Confidential, Jacksonville, Florida

Field Service Technician

Responsibilities:

  • Remote and on - site reactive service for Confidential Pyxis automated dispensing systems located within hospitals, nursing homes and other healthcare facilities. Provides technical support to external customers to resolve issues regarding proprietary software and hardware.
  • Responds to, evaluates and prioritizes assigned service orders, for assistance with hardware, softwarenetworking, customer service and other computer-related technologies. Identifies the priority status of a service based on customer feedback and the nature of the problem. Performs reactive/proactive Preventive
  • Maintenance as assigned.
  • Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to advanced team members or department management.
  • Responsible for the overall ownership of the service order, ensure proper escalation processes are followed.
  • Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.
  • Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.
  • Consults with advanced team members and their liaisons to understand software and hardware errors.
  • Notifies appropriate internal personnel of issues at a particular account.
  • Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
  • Manages parts per the parts management policy and procedures.

Confidential, Jacksonville, Florida

Field Technician

Responsibilities:

  • Proficient in hardware and software troubleshooting and installation of DSL modems and routers.
  • Provide DSL/Computer support to residential and small business clients.
  • Troubleshooting of CPU and DSL equipment.

Confidential, Jacksonville, Florida

Desktop Technology Manager

Responsibilities:

  • Responsible for planning, directing and managing the daily operations of an End User Support Field service department.
  • Establishes and enforces department policies and procedures.
  • Responsible for the management of troubleshooting, repair and maintenance of microcomputer, printers, Novell, GroupWise and Active Directory as well as network hardware and medical applications for Confidential.
  • Responsible for managing and scheduling of on call assignments on a rotating schedule.
  • Design, setup and coordination of new office locations on schedule and within budget.
  • Perform system analysis for maximum system up time.
  • Make recommendations to upper management for new and existing software applications.
  • Responsible training new and existing analyst and users.
  • Detailed documentation of daily and monthly operations. Manage a group of 11 network analysts and 5 contractors.

Confidential, Jacksonville, Florida

Project Manager

Responsibilities:

  • Responsible for technology project management process for all types of technology projects including infrastructure, software and telecommunications.
  • Responsibilities include: managing such processes as project controls, project risk identification, escalation and mitigation, project definition, and project design.
  • Assigns, schedules, coordinates, and directs personnel in the various functions relating to the planning, review and execution of major projects including the management and administration of large contracts and project services for all projects.
  • Consistently ensures close coordination with other departments and directs appropriate resources in the completion of work.
  • Reviews work performance, costs and schedules to ensure that desired productivity and service levels are achieved and that work is completed in accordance with established policies, regulations and operating procedures.
  • Consistently reviews technology project requirements for risk identification and mitigation, cost, schedule, quality assurance and customer satisfaction.

Confidential, Jacksonville, Florida

Regional Infrastructure Manager

Responsibilities:

  • In charge of planning, directing and managing the daily operations of an End User Support Field service department.
  • Establishes and enforces department policies and procedures.
  • Responsible for the management of troubleshooting, repair and maintenance of telecommunications, microcomputer, retail systems, Microsoft Exchange 5.0 and Exchange 2003, UNIX, Windows NT, Windows2000 and Active Directory as well as network hardware and software for the Confidential .
  • Responsible for managing and scheduling of on call assignments on a rotating schedule.
  • Experience in UNIX system administration and management.
  • Design, setup and coordination of new retail locations on schedule and within budget. Perform system analysis for maximum system up time
  • Make recommendations to upper management for new and existing software applications.
  • Perform training to new and existing analyst and users.
  • Detailed documentation of daily and monthly operations.
  • Manage a group of 10 analysts and 2 contractors.
  • Responsible for the planning, installation and service/maintenance of
  • Five data/voice satellite terminals.
  • The installation, programming, and service maintenance of ten Confidential Option 11 telephone switches.
  • Octel voice mail configuration and maintenance.

Confidential, Jacksonville, Florida

Network Administrator

Responsibilities:

  • Responsible for the troubleshooting, repair and maintenance of telecommunications, microcomputer, mainframe and Novell network hardware and software.
  • Perform feasibility studies, acquisition schedules, and cost analysis and make recommendations of proposed microcomputer changes, hardware and software, applications and modifications for telecommunications systems.
  • Perform training and advise personal computer and telecommunications users on software and hardware issues and problems. IBM system 36 support.
  • Responsible for the planning, installation and service/maintenance of five data/voice satellite terminals.
  • The installation, programming, and service maintenance of ten Confidential Option 11 telephone switches.
  • Confidential mail voice mail configuration and maintenance.

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