A distinguished Information Technology professional with over 15 years of experience in all aspects of
hardware, software, networking and operating systems installation, maintenance and repair. Skilledat operating in a diverse range of technologies within multiple industry settings. Well-earnedreputation for mastering new technology, assuming project ownership through successfulcompletion, and providing superior service. Excellent written and oral communication skills, capableof explaining complex software issues in easy-to-understand terms.
Microsoft Windows: 8, 7, XP, 2000 Pro, NT, 98
Microsoft Office: Outlook, Work, Excel, PowerPoint, Access, Visio
Strong communication skills
Oversaw complete IT support for 8 servers, 100 users and 150 desktops andlap tops.
Streamlined QA process to increase efficiency and reduce new product roll out time by two weeks.
Successfully trained approximately 100 employees on an across the board systems software upgrade.
Implemented a new management system for dispatch and work order service requests and improved productivity by 65%.
01/2014 to 11/2014
Lead Field Services AnalystCompuCom Systems, Inc － Pensacola, Florida
Led a team of field service technicians performing service, repair and/or installation of company products including system hardware, software, and PC's onsite at customer's location. Provided work directions, resolved problems, prepared schedules, and setdeadlines to ensure timely completion of work. Served as customer contact on technical and service related problems. Prepared reports for analysis of product failure trends and service ability issues.
10/2012 to 11/2012
Technical AnalystATOS － Fort Worth, Texas
Troubleshot and resolved all technical problems relating to all software,network connectivity issues, password resets, Citrix terminals, printers, phones, and other computer related equipment
Modified windows and email configurations, utilities, and default settings on the workstations.
Assigned users and computers to proper groups in Active Directory.
Utilized and maintained the knowledge base within Service Now tracking software. Processed an average of 35 inbound and outbound technical support calls daily.
08/2011 to 02/2012
IT ManagerAnderson Subaru － Pensacola, Florida
Managed all computer resources and oversaw any technical support issues in hardware and software, diagnosing and resolving any issues as they arose.
Troubleshot and resolved Internet connectivity and general software and hardware issues.
Responsible for network security, which includes restricting company access to certain websites, maintaining virus protection software and employing other high-tech security measures to safeguard the company's information.
Analyzed, tested and evaluated new technologies and software sets as they emerge and report inconsistencies.
Maintained in-depth knowledge of distribution platform guidelines and capabilities to guide internal development.
Oversaw Internet marketing strategies through use of public website, email campaigns, Google Ad words, Craigslist, and other online marketing venues.
Troubleshot, diagnosed, and resolved problems associated with applicable cable, Internet, and/or telecommunications equipment for Comcast Cable.
Used solid ability to analyze and solve problems regarding billing, service,or sales issues.
Represented Comcast in a positive, professional, and ethical manner working to exceed customer expectations, while minimizing the need for further escalation.
Promoted and recommended Comcast products and services based on customer knowledge, needs, and interests.
09/2004 to 10/2007
Information Technology SpecialistEscambia County Board of County Commissioners － Pensacola, Florida
Analyzed, logged, tracked, and resolved all problems associated with applicable hardware, software, networking connectivity issues, servers, printers and telecommunications equipment for all Escambia County BCC Departments.
Oversaw implementation of new software installations and systems deployments throughout the County.
Generated all necessary training curriculum and directed training classes to end-users improving end user satisfaction and acceptance.
Tested and troubleshot new versions of Microsoft Office and Adobe software.Responsible for coordinating and facilitating meetings with key departmental contacts to communicate IT projects and deployments and to assess current and future training needs.
Prepared, reviewed, and maintained a variety of reports, logs, and/or other related information related to projects, daily activities, and/or other related items in support of daily operations.Evaluated, researched, and recommended hardware, software, andsuppliers for computer and telecommunications services and products.
08/2001 to 03/2004
System AdministratorThe Roney Palace Beach Resort － Miami, Florida
Maintained company servers, computers, printers, cables and other equipment.Successfully managed and maintained the Property Management System (PMS), Point of Sale System (POS), Call Accounting System with UNIX interface, and DELPHI Sales and Catering systems specific to each department.
Participated in design, set up, maintenance, planning, and implementation of information technology and telecommunications hardware, software, solutions, and databases.
Acted as primary contact for computer hardware and software problems, as well as network emergencies.
Worked with outside vendors and teams to develop voice and data wiring infrastructure.
Responded to all client requests for technical support by phone, email and the inter-office chat service. Diagnosed network problems involving a combination of hardware, software, power and communications issues with approximately 100 end-users.
Ran cables from existing patch panels to new patch panels to securethe router and switches in the proper location.
Bachelor of Science Degree: Marketing Communications Management Information SystemsFlorida State University － Tallahassee, FloridaMarketing Communications Management Information Systems