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TECHNICAL Resume Example

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TECHNICAL
Summary

MBA IT Professional with over ten years of experience in Information Systems Management, Technology, Education and Training. Support and administer network environment of one of the largest Gaming and Hotel Corporations in Las Vegas with emphasis on multi-level support of gaming and business systems. Accomplished educator: Increased student enrollment through effective teaching techniques, consistently receives excellent evaluations from students and peers. Detail oriented with strong planning and organizational abilities. Capable of managing several projects simultaneously.

Highlights
  • Systems VMWare, SCOM, Active Directory, Windows Server 2012, Windows 2012 Professional, Windows 7, AS400
  • Protocols TCP/IP, NETBEUI, FTP, IPX/SPX, DHCP, NCP, SMB, VPN/PPTP
  • Software Microsoft Office, Microsoft Exchange, Microsoft Outlook, KRONOS, Stratton Warren, IAP,
  • FaxPress, Showcase Strategy, CTS-HR LOGIX, Maximo, Clarity, TimeWorks, Infinium, Remote Expense, Citrix
  • Hardware IBM Compatible PC's and Laptops,, Ethernet and Token Ring adapters, cabling
  • Gaming & Hotel Title 31, CMS, LMS, JDA, Stratus, OPERA, Tandem, Players Club, Machine Accounting, Remote Access, Avero, Microflex, Lasata, ITRAK, IAP, Table Manager, EZPAY, Cognos, Wizard Acres, Cage Filenet, Hotel Filenet, STS Retail/Auditworks, Bartech, Aprimo, Infogenesis, Micros
Skills
  • Strong knowledge of managing, supporting, and troubleshooting the following platforms: UNIX, Windows 2000-2012 servers, Windows 7, XP workstations, Citrix Metaframe, AIX, AS400, Sun Micro Systems, TCPIP, SNMP network protocols.
  • Excellent communication skills
  • Thorough understanding of Hotel and Casino environments
  • Ability to multi-task, prioritize, and demonstrate excellent follow-through on each task assigned
  • In depth understanding of system error messages and resolve system related problems
  • Excellent interpersonal skills to deal effectively with all business contacts
  • Team oriented with professional and courteous demeanor.
Experience
TECHNICAL

Administer, grant, modify and revoke access to all programs and applications. Provide over the phone technical

assistance to all end users with an emphasis on trouble shooting user environment, applications, file recovery and

network connectivity. Support to over 40,000 users in network environment. Troubleshot client/server problems and

performed crash recovery. Performed hardware and software upgrades. Installed and configured workstations.

Archived data on nightly, monthly, and quarterly basis. Oversaw daily operations of UNIX environment with

an emphasis on report generation, server maintenance and user support.


INSTRUCTING/TRAINING Educated students for entry into the work force as IT professionals courses

included: fundamentals of operating systems, hardware maintenance, networking fundamentals and

technologies, Microsoft Office. Educated students for successful entry into the workforce, instruction

included: computer system fundamentals, software applications, and office management skills. Presented hands on

classroom computer instruction to continuing education students using different types of delivery media which

include: textbooks, MS PowerPoint presentations, overhead projector demonstrations, and lectures. Prepared

lesson plans in order to gauge and increase students skill levels. Developed curriculum and provided student

advisement. Maintained a thorough knowledge of instructional standards, practices, and methodologies for adult

learners through training courses, industry certifications and trade publications. Created case study projects

based on compilation of prior coursework. Evaluated student progress and implemented improvement plans as

necessary.

IT - Command Center Analyst
November 2011 to Current
Advance Auto Parts - Saint Peters , MO
  • Insure applications and systems remain operational for the MGM Resorts International Corporation.
  • Provide second level support to Technical Specialist personnel.
  • Initial triage of incoming end-user technology incidents and request.
  • Formally document all incident tickets per a predefined standardized process.
  • Analyze and make recommendation for resolution to the Incident or Problem.
  • Accept responsibility/ownership for all assigned incident tickets from creation to resolution within predefined time limits or to the point of escalation.
  • Advise management of major system or application issues.
  • Analyze issues, establish priorities, anticipate consequences, make decisions and take action with fine attention to detail.
  • Monitor and manage all corporate systems under Information Technology system's responsibility.
  • Perform a shift information turnover for on-coming personnel.
  • Keep end users informed of system status.
  • Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives and clear files to gain space for efficient performance of applications.
  • Monitor and Update Corporate Backup Procedures and Strategies.
  • Responsible for paging system/application outages and providing updates of those outages to IT departments.
  • Perform monthly reboots on servers for patch installs and maintenance ensuring system remains operational and current on patches.
  • Perform other job related duties as assigned.
Network Security Specialist
August 2006 to November 2011
Verizon - Littleton , CO
  • Administer and secure the Information Systems networking infrastructure of 40,000 plus employees of largest gaming and hotel company in Las Vegas.
  • Grant, maintainand remove user access, permissions and securities on over 100 plus applications in a Unix, Windows NT/2000/XP and Citrix Metaframe environment.
  • Responsible for certifying and storing server and database passwords.
  • Perform first level and second level tier support on calls escalated to Network Security.
  • Challenged and responded to provide timely resolutions to support mission-critical application users.
  • Help other IT staff and departments resolve issues and implement access procedures.
  • Verify all approvals have been attained for access request.
  • Recognize appropriate systems access levels to grant by department, title and location of users.
  • Maintain awareness of events, programs, priorities, and issues in order to perform responsibilities.
  • Accomplish deadlines and goals for department.
  • Consistently exceed job requirements.
  • Challenged and respond to provide timely resolutions to support mission-critical application users.
Technical Specialist
August 2004 to August 2006
Quest Diagnostics Incorporated - Arvada , CO
  • Provided first level support to over 40,000 plus employees in gaming and hotel environment locally and globally.
  • Troubleshooted hardware, software and connectivity issues for a mixed Citrix, Windows NT/2000/XP and AS400 environment via phone, email and remote control tools for a vast range of hardware and software technology issues and requests in a fast paced high workload environment.
  • Achieved high levels of productivity handling over 600 calls per week.
  • Earned solid reputation for resolving complex issues and providing exceptional customer service.
  • Escalated issues as needed and maintained communication with customer and Technical teams.
  • Extensively utilized knowledge base to record and track issues.
  • Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.
  • Help other IT staff resolve issues.
  • Excellent communication skills.
  • Handled emergencies in a responsible manner.
  • Delivered concise direction and message to clients.
  • In-depth understanding of system error messages.
  • Performed documented tasks using checklists.
  • Consistently met call goals and resolve times.
  • Team player.
Computer Instructor
March 2003 to July 2004
City Of Boston, Ma - Boston , MA

As an Adjunct Instructor, taught a variety of computer courses in the Adult Education Curriculum including computer hardware fundamentals, software applications and systems management


Computer Instructor
December 2001 to July 2004
City Of Boston, Ma - Boston , MA

Educated and prepared students for entry into the work force with an emphasis on computer systems fundamentals, software applications and office management skills. Successfully implemented teaching style and classroom management style based on a continuous open enrollment policy.


  • Developed curriculum and course outline for subject matter to be taught including time allotment, goals, and objectives.
  • Demonstrated great ability to consistently individualize instruction based on student needs.
  • Provided instruction to students using conventional materials and audio/visual aids to assist students in satisfactorily completing course material.
  • Maintain technical proficiency of changing technology and new product lines via trade publications, conferences and seminars.
Education
MBA : Business AdministrationUniversity of Phoenix - City, State
Bachelor of Science : Information Systems ManagementYork College, City University of New York - City, State
Certifications

A+ Certification

Network+ Certification

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

80Good
Resume Strength
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  • Word choice
  • Measurable results
  • Clear contact info
  • Typos

Resume Overview

School Attended

  • University of Phoenix
  • York College, City University of New York

Job Titles Held:

  • TECHNICAL
  • IT - Command Center Analyst
  • Network Security Specialist
  • Technical Specialist
  • Computer Instructor

Degrees

  • MBA : Business Administration
    Bachelor of Science : Information Systems Management

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