Education & Certifications
§ Master of Business Administration in Human Resources Management- Colorado Technical University (Colorado Springs, CO), 2006; Areas of Concentration: Strategic HR, Employment Law, Organizational Development and Behavior (3.74 GPA)
§ Bachelor of Arts in Political Science & History - West Virginia Wesleyan College (Buckhannon, WV), 1996
§ CompTIA Career ID # COMP001009080409 -A+ (IT Support Technican), Server+ (2009 edition), Network+
§ Microsoft Certified Technology Specialist – Windows 7
§ Dell Commercial Platforms Proficiency
§ HP Commecial Desktop, Laptop, and Proliant Server APS
§ IBM XW2001R3.00, XW0021R1.03, XW001R3.13 (System x Servers), XW5033R3.00_2 (BladeCenter Fundamentals) certified
Skills
Software
· Extensive experience troubleshooting and resolving Windows OS issues from Windows 95 through 7 and SBS 2008, including driver recovery, network configuration, communication issues, mini-dump analysis, malware identification and removal, IPv4 / IPv6 configuration, and OS repair and recovery installations.
· Proficient in configuring/troubleshooting Microsoft Office installations for client systems and repairing existing Office installations and software settings; highly proficient with Outlook 2003 and smartphone ActiveSync configuration and troubleshooting.
· Proficient with the following software diagnostic and optimization tools: Dell Diagnostics 32-bit, IBM DSA / IMM, HP LiLO, HijackThis, Spybot S&D, Trend Micro Office Scan, PC-Checkup, Norton 360, McAfee, CA, and Hirens and MRI toolkits.
· Familiar with Active Directory maintenance and user/system account configuration and RSOP analysis for enterprise-level networks in Windows Server 2000, 2003, and 2008 environments.
· Sound understanding of Citrix, LINUX, and virtualized system environments.
Hardware
· Twenty years experience building and troubleshooting desktop PC hardware configurations with Intel and AMD architectures.
· Thorough understanding of Dell POST audio and LED troubleshooting codes.
· Extensive experience upgrading and replacing laptop PC components for Dell, HP, Gateway, IBM/Lenovo, and Acer brands (Intel 478/775 and AMD 939/AM2/AM2+ architectures).
Networking
· Experienced with troubleshooting and repairing NIC settings for use in zero touch installations, Cisco VPN, and general LAN/WAN operations.
· Proficient in identifying and resolving Cisco network hardware issues on local levels.
· Experienced network printer installer and troubleshooter for HP, Ricoh, and Canon brands configured for MS Exchange scan-to-email & fax-to-email functions.
Professional Experience
Siemens IT Solutions and Services - Durham, NC 2008-present
Master IT Support Technician (Talecris Biotherapeutics / Talecris Plasma Resources)
Support ~6K users within a Windows enterprise-level environment. Serve as first responder technical support for client senior officers and C-level executives. Develop best practice policies regarding Microsoft products for end-users. Deliver advanced troubleshooting support for Outlook 2003 / Exchange 2007 client-side issues across a variety of operating platforms. Analyze virus infections to assist security teams with hardening existing defensive countermeasures.
§ Serve as first-responder for all on-site service tickets involving Talecris Management Committee (TMC) members and their laptop/desktop issues.
§ Identify process improvement opportunities relating to case escalations, process automations, and desktop systems security.
§ Develop best practice presentations regarding Outlook 2003 management and automation for administrative assistants to Talecris Management Committee and Talecris Leadership Team members
§ Upgrade and maintain IBM p and x Series server hardware, including Bladecenter stations.
§ Maintain 99.8% SLA achievement with 100% customer satisfaction rate.
§ Troubleshot advanced networking issues at remote TPR sites and relay collected data to network engineers to resolve Cisco VPN, Verizon MLPS, and non-secured networking issues.
§ Assisted with high-visibility data backup projects as requested by internal and external stakeholders relating to FDA GXP oversight and SEC/FTC governed initiatives.
TigerDirect.com – Durham & Raleigh, NC 2007-2008
Sales / Technical Support Manager
Responsible for sales and end-user retail technical services in two separate profit centers within the Raleigh-Durham market. Developed visual merchandising for inclusion in national marketing for TigerDirect.com's catalogues for Q3 & Q4 FY2008 campaigns. Refined end-user technical services within assigned profit centers to reduce average system service turnaround from 5 days to 48 hours. Developed sales team scorecard systems to establish stronger accountability for individual performance and contributions to store sales volume and gross margins. Supervised ~45 to 90 non-exempt associates.
§ Contributed dynamic technological skills in building high-end PCs for media production clients.
§ Mentored and monitored non-exempt technicians to ensure they learn and follow recommended troubleshooting methodology for Windows and Linux operating systems.
§ Promoted superior client satisfaction and protected sales by promptly diagnosing and repairing personal computer hardware and software issues on previously purchased systems and components.
§ Trained full-time technicians in emerging hardware trends and software bugs to help improve productivity and elevate overall customer satisfaction.
§ Trained sales team on new products and known compatibility issues in order to deliver top-notch service to a broad demographic of clients.
Arclight Omnimedia - Morrisville, NC 2003-present
Author / Consultant
Develop / publish / market crime fiction, poetry, and spoken work pieces for international distribution. Design and support high-performance desktops for professional gamers and independent professionals and mid-level Microsoft-based networks on contract. Assist independent retailers and professionals with refining operational processes and employee relations policies.
· Built custom PC gaming systems and designed 3 to 20 terminal small business LANs on contract.
· Utilized leading-edge technologies to create a personal print-on-demand crime fiction publishing imprint.
· Install and configure HP ProLiant ML150 servers utilizing Microsoft Small Business Server 2003 / 2008 with preferred and custom domain / e-mail / web hosting services based on client needs. Advise clients on infrastructure improvements intended to support transition from hybrid SoHo to formalized networking.
Polo Ralph Lauren - Myrtle Beach, SC 2004-2005
Operations / HR Manager
Elevated gross margins in merchandising areas of responsibility by ~18 percentile points. Trained exempt and non-exempt teammates in best practices relating to retail CRM POS processes designed to provide improved data for direct marketing campaigns. Implemented MBO monthly reviews to improve developmental processes relating to succession planning and internal talent development. Maintained .028% shrink within a US$18M profit center by developing improved invoice auditing processes relating to merchandise receipts, stockroom inventory flow, and improved loss prevention delivered via exceptional customer service standards.
· Harvested data from an AS/400 server to prepare weekly operations recaps for the store for district and regional review; developed an Excel tool to help expedite recap preparation for other sites and provide a better standardized dashboard for mid- and senior-level executives.
· Diagnosed and repaired satellite and T1 uplinks under the direction of tier three remote technical support; replaced workstation hardware and prepared stations for POS, inventory control, and HR scheduling software upgrades and maintenance.
· Assisted with beta testing on a Staffworks-derived HR tool and served as district contact for training and troubleshooting.
Hot Topic LLC - Myrtle Beach, SC 2004
Assistant GM
Established strategic alliances with local venues and regional / national alternative recording artists, publishers, and recording labels to elevate brand awareness and drive customer traffic for an US$4.5M profit center. Maintained 1.3% shrink to sales through superior loss prevention driven by customer service excellence.
· Created an Excel-based scheduling tool that was rolled out to the district and region as part of standard operating procedure.
· Diagnosed and repaired problems with Avaya VoIP phone hardware, workstation NICs, and fax modems.
The Gap, Inc. (Old Navy & GAP) - Columbus, OH & Rocky Mount, NC 1999-2003
Merchandising / General Manager
Opened two Old Navy high-traffic locations that reached and breached US$10M+ sales volumes with no less than 60% gross margins. Trained exempt and non-exempt staff on merchandising systems designed to deliver maximum floor presentations with clear, attractive seasonal assortments that limited potential markdown liabilities. Developed payment media organization and sale / markdown merchandising best practices that eventually became part of national standard operating procedure. Reversed declining GAP location sales trend from -48% to +21% YoY through effective merchandising and top-notch recruitment designed to capitalize on local market customer expectations.
· Diagnosed POS terminal hardware problems, filed trouble tickets for hardware replacement requests, and installed and configured components upon arrival.
Kmart Corporation - Steubenville, OH; Franklin, PA & Waverly, OH 1996-1999
Hardlines / Softlines / KKRAD Team Manager (Media Relations)
Served as a national spokesperson and celebrity event coordinator for the 1997 Kmart Kids Race Against Drugs philanthropic program designed to elevate substance abuse awareness and elevate brand presence in critical regional markets throughout the Eastern US. Reduced shrink at a US$9M profit center from 12% to 3.2% within one full inventory cycle through effective recruiting, sound auditing practices, improved warehouse management, and service-driven loss prevention initiatives. Supervised three volatile Title VII investigations with zero liability and media exposure.
· Diagnosed POS terminal hardware problems, filed trouble tickets for hardware replacement requests, and installed and configured components upon arrival.
Stowers Construction BBS – East Liverpool, OH 1993-1997
Assistant Sysop
· Tested CD-ROM access and external “door” programs in order to make sure the BBS provided all advertised services with minimal MTBF; configured USR Courier modems for Caller ID access provided to priority clients.
· Reviewed daily dial-up logs to identify possible abuse of free services access and configured USR Couriers to ignore banned users.
· Checked completed dial-up packet transfers of mail, messages, and discussion threads from partner BBS networks.
Subdivisions BBS – Wellsville, OH 1993-1995
Assistant Sysop