Results-focused IT Leader specializing in coordinating large-scale projects, analyzing systems efficiency, initiating process improvements, directing top-performing teams, and liaising between all levels of management and clientele, eager to offer 14+ years experience toward maximizing a progressive employer s success.

 

 

         Integral leader with a proven track record for conceptualizing cost-effective, state-of-the-art IT solutions to meet critical goals.

         Out-of-the-box thinker who excels at breaking down complex situations into simpler tasks to quickly resolve diverse problems.

         Ambitious self-starter who plans, prioritizes, and manages multiple IT tasks within fast-paced, deadline-driven environments.

 

 

 

IT Project Manager Microsoft Enterprise Solutions Delivery Team

         Applied dynamic leadership talents toward directing small-scale projects pertaining to the development and implementation of Microsoft Enterprise, General Business, and / or Field Office product or general business programs, including using various tools to achieve goals, i.e. iAdmin, GFSDeploy, GFSChange, MSN Accounts, CPTool, Ignition, DSL, UTS, and SharePoint.

         Regularly interfaced among internal stakeholders, customer-facing teams, and internal development and implementation staff.

         Supported 4 OPMs in managing 121 properties & dimensions, including serving as iAdmin & Tools Point-of-Contact in assisting in the clean-up of iAdmin contacts and roles; server inventory of EOW & EOL for 11,000+ server assets; and cleanup and daily administration of all security groups, access requests, and property roles and contacts.

 

Test Automation Lab Lead Microsoft Test Automation Lab

         Drove business efficiency by directing 6 lab staff members within 3 locations, including scheduling tasks, overseeing daily operations, and handling internal procedures implementation to support enhanced interaction with each other and MS teams.

         Expertly created procedures and operational methodologies that increased customer satisfaction rates within the lab.

         Maintained 150+ infrastructure servers, 450 Physical Machines and 500 Hyper-V VMs, including performing monthly patching, emergency issues resolution, and hardware failures, and facilitating the documentation design for aforementioned processes.

 

 

Operations Lead / Business Analyst

         Successfully utilized Customer Satisfaction Survey and web-based tools for the Global United States Consumer Platforms and Office Products for Microsoft employing OLAP reporting, Access, Excel, web-matrix web tools, and SQL pulls, including accurately analyzing results for executive-level team review and circulating regular global reports for all levels of management.

         Designed, created, and produced daily, weekly, and monthly reports and statistics for product and service launches of Consumer Vista (alpha, beta, rc1, rc2 and full release), Office 2007, OneCare, OneCall, WinXP SP1, IE7, WGA, and OGA.

         Demonstrated diverse IT knowledge and quick-learning abilities by receiving extensive training in SQL Query Language (basic and advanced), Excel (basic through advanced), MS Word, MS PowerPoint, MS SharePoint, and MS Project Management.

 

Partner Technical Lead

         Played a vital role in building and sustaining seamless business processes by supporting the collection of technical information, composing targeted statistics, studying trends, and devising action plans, along with developing and delivering solutions-focused training for a top-performing team of technicians and managers, and gathering post data to proceed with evaluations.

         Managed an Orem, Utah site with 450 support staff (including 25 technical leads) in performing activities engaged via case reviews, consultations, and data collection and evaluation while liaising among all management levels for in-house and partner sites.

         Collaborated with other partner technical leads to create processes to acquire desired results from data or training.

         Coordinated the design and implementation of training (WinXP / WinME New Support Professional Training) and technical- and / or process-oriented classes ranging from 1 hour to 3 weeks (Basic VKB and Advance VKB Training).

 

Resume

~ Page Two ~

 

 

 

Support Technical Lead

         Directed 6 escalation technicians in performing Tier 3 technical support of Win9x, WinME, WinXP Home, and Pro platforms, along with executing detailed technical case reviews, monitoring caseload, and offering support in creating complex action plans.

 

Escalation Engineer

         Expertly performed Tier 3 technical support of Win9x, WinME, WinXP Home, and Pro platforms, along with working challenging cases (including press and / or executive HOT cases) unable to attain resolution by frontline and partner technicians.

         Operated a Consult Line for a new Operating System launch as part of daily workload, created and reviewed technical articles for consumer operating software, submitted new articles weekly, and achieved 100% very satisfied customer surveys results.

 

 

Network Specialist / Network Administrator

         Optimized productivity by handling daily operations of internal networks with extended 19-hours daily shifts and high-volume warehouse environments based on NT Servers, NT Workstations, Intermec RF units, and controllers.

         Strategically steered telephone installations, setup, and diagnostics, and managed computer, component, and ancillary supplies.

         Served as single Point-of-Contact for trouble calls, and conferred with all staff levels regarding equipment and systems issues.

         Executed all preventive maintenance efforts on printers, office stations, ship stations, and additional electronic equipment in both environments, including designing disaster recovery processes and procedures for the site.

 

 

Senior Support Technician

         Led hardware and software technical support activities in Windows 95, 98, and NT and Novell environments for 600+ clients.

         Managed configuration, installation, and support of all computer systems; printers, scanners, digital cameras, routers, bridges, LAN and WAN connections using TCP / IP, IPX / SPX and NetBEUI protocols, ISDN, 56K digital lease lines, and various software packages (MS Office 95 and 97, FrontPage 97 and 98, NT 3.x and 4, Novell 3.1x, and SCO Unix).

         Created policies and procedures for the company s internal technical InfoBase.

 

~ Additional Professional Roles Held Prior to 1996 ~

 

 

Major in Computer Information Systems

DeVry, Inc.

 

Microsoft Certified Professional (Server 2000 / Professional)

CNA 3.1x • NetWare x3.1x Advanced Administration

 

 

MS-DOS • Windows 3.1 / 95 / 98 / 98SE / XP • MS Vista • MS Win 7 • MS Office Suite • MS FrontPage • MS InfoPath

MS SharePoint • SQL 2003 / 2008 • DNS • Active Directory • PC Hardware • Miscellaneous Hardware Devices