·   Cisco Router Programming & Internetworking

·   CCNA

·   CCNP

·   CISSP

·   CEH

·   Database Management/Programming Concepts

·   Network Administration for UNIX Systems

·   Information Systems Concepts

·   Internet Information Server   

·   Information Systems Leadership

·   SQL Server 6.5 Database Administration           

·   Systems Analysis and Development

·   IT Infrastructure            

·   Business Systems I

Work History

7/2010 to Present                            Essendant                                                           Suwanee, GA

Help Desk Support II

·   Develop reports as needed by clients and internal personnel regarding sales, item usage, customer usage, account purchase history, etc. Regularly.

·   Consult with clients to organize, implement and resolve account issues solutions within account settings of MBS Dev version of Microsoft Dynamics AX (VAR Level).

·   Create Standard Operating Procedures for Orbit Point team and MBS Dev.

·   Train internal personnel on key responsibilities.

·   Onboard and maintain new client accounts into Microsoft Dynamics AX.

·   Instrumental in education and implementation of uploaded templates and utilities during setup and roll out of new and existing agencies in National Accounts.

·   Subject Matter Expert when collaborating with customers and internal departments.

·   Serve as liaison with third-party delivery service to coordinate deliveries and resolve problems.

·   Provide information and assistance as needed to inventory and warehouse personnel to allow for expeditious processing of damaged and defective merchandise.

·   Research/audit reports for customers and vendors to ensure appropriate and accurate billing.

2/2003 to 8/2009                             Assurant Specialty Property                          Duluth, GA

Collateral Protection Team Lead

·   Responsible for diagnosing & resolving hardware, software & end users problems. 

·   Acting as the first point of contact for all IT & technical queries. 

·   Worked within a TCP/IP network environment, including DHCP, DNS and Ethernet.

·   Involved in the rollout of software updates and patches.   Investigate specialist and complex IT support issues. 

·   Communicated with third party technical specialists. Configured and managed backup & restore procedures.   

·   Maintained a wide range of computer hardware and software programs.

·   Identified & reported on the budgetary implications of IT projects and upgrades. 

·   Provided secondary support for LAN administration. 

·   Responsible for allocating work to junior staff and induction training for new staff. 

·   Deployed new hardware, server backups & evaluating new software & security risks. 

·   Managed VLAN/WAN and security designing, implementation, troubleshooting and operations of Viacom

·   Performed root cause analysis.

·   Retested, documented corrections made for defects, communicated and made appropriate recommendations.

12/1999 to 12/2001                             Sprint PCS/Long Distance                            Atlanta , GA

Customer and Technical Support Lead

·   Managed and developd upgrades to the company's telephone system at the regional level.

·   Initiated and implemented improvements in all areas of IT responsibility.

·   Served as main point of contact on all IT-related matters for the office assigned.

·   Oversaw all telephone changes, including routing for seating assignments.

·   Interacted with internal clients on all levels to help resolve IT-related issues and provided answers in a timely manner.

·   Oversaw the administration and maintenance of tracking software.

·   Responded to escalated help desk issues.

·   Effectively communicated relevant IT-related information to superiors.

·   Maintenance of computer stations and software for company training programs and the Learning Studio and provided additional support if necessary.

·   Utilized appropriate hardware/software tools to troubleshoot connectivity issues

 

 

01/1996 to 01/2000                             United States Army                                          Fort Sill, OK

SGT Multiple Launch Rocket System (MLRS) Crewmember Section Chief

·   Handled system safety and performance standards: assessed existing systems and introduced new standards.

·   Managed the M270 Self-Propelled Loader Launcher and the ammunition re-supply vehicle and trailer.

·   Section chief in combat simulations of the section during ammunition re-supply operations, maintenance and training.

·   Performed start-up of fire control system, and operated multiple launch rocket system fire control system in all modes of operation

·   Made manual fire control entries and entered meteorological data into the fire control system. Instructed crew to fired weapon on command.

·   Performed fire control system diagnostic test using built-in test.