Objective – Application Implementation and Support capitalizing on more than 30 years of professional experiences to enhance the success of a company's sales, processes and products.
Professional Experience
InterContinental Hotels Group- Atlanta, Ga. February, 1998 to Present
Sr. Analyst Systems Administrator –
-Administration/troubleshooting of SecurID and RSA ACE server environments. Trained and Backed Up Siemens support reps on RSA (SecurID) level 1 administration processes.
-Responsible for maintaining and supporting Serena Business Mashups and Version Control databases and server environments for a user base of about 600+ users worldwide.
-Responsible for all Serena Professional, and RSA SecurID installations, upgrades and maintenance.
-Assisted in defining processes and standards for Change Management, Issue Management and Global Technical Operations.
-Resolved all administrative and customer issues in a timely manner. Used WebEx and Bomgar sessions to support external IHG employees.
-Support ISD, GTO, Change and Issue management project owners by updating workflows, and notification in Serena Business Mashups.
-Design and update of Service Delivery Management web site.
-Supervision and training of all IHG Software Configuration Management Specialists.
FaxLinkPlus- Marietta, Ga. May, 1995 to November 1997
Customer Support Manager –
-Supervised customer support department.
-Responsible for technical assistance and support with systems and product difficulties.
-Assisted sales force and customers with activation and account payable billing research issues.
-Support Telephony, facsimiles and computer related problems.
-Oracle database and end user support.
March, 1994 to May, 1995
Field Service Engineer-
-Responsible for installation, diagnostics and field-related problem resolution with fax routers.
-Quality & Manufacturing testing new hardware. Assembled computers and install software.
Minolta Business Systems- Norcross, Georgia March, 1989 to May, 1994
Sr. Field Service Technician –
-Troubleshooting and service all models of Minolta copiers, printer word processors and fax machines.
-Trained Jr. Technician on the Minolta product line and customer service strategies.
-Certified on several models of Minolta copiers and facsimiles.
U.S. Army - July 1978 - March, 1983
Sergeant -
-Shop Forman
-Unit Supply Specialist
-US Army Non-Commissioned Officer Academy
Honorably Discharge
Management Skills: Critical Management reporting on application state and utilization. Employee Management and Training Corporate Change Problem Management System AdministrationConsulting Fundamentals Organize People Decision Making Write Procedures End user problem resolution Inventory Control Security
Technical Skills Operating Systems: Windows NT 4.0, Server 2000, Server 2003 and UNIX Oracle Enterprise Manager Microsoft IIS 6.0, SQL Serena Team Track MashupsPVCS Version Manager and Tracker RSA ACE and SecurIDHTML Field Service Video Surveillance Systems.
Education: Video Technical Institute: 1984 to 1986 Dallas, Texas Associate Degree in Electronic Technology.
