         IT MANAGER             Highlights          Customer and Client Relations  Advanced Troubleshooting Techniques  Project Management and Tracking  Windows Server 2003, 2008 and 2012  Windows XP, Vista, 7, 8d                Experience      IT Manager    December 2013   to   Current     Company Name   －   City  ,   State      Stabilize and manage infrastructure and applications for corporate and remote facilities   Create standard hardware and software lists and purchased based on those lists   Create fiscal year budget for IT department   Perform thorough IT audit and proposed various changes based on the audit   Administer various information technology systems and applications   Plan and manage information technology projects   Define and plan employee training programs for internal staff  Maintain production database applications   Analyze system performance and make recommendations to management for infrastructure upgrades and/or changes   Reduce system downtime by diagnosing and resolving complex technology related issues   Negotiate vendor contracts to ensure the correct product at the lowest cost   Streamlined internal communication platform  Perform routine vulnerability and risk assessments for company infrastructure   Perform regular security audits of internal infrastructure and applications   Implemented Voice Over Internet Protocol Phone System for entire organization   Manage corporate website and made necessary edits and adjustments   Work with various departments to determine technology needs  Provide end user support to in-office and remote users.          Senior Technical Analyst    October 2010   to   December 2013     Company Name   －   City  ,   State      Manage team of help desk technicians to ensure excellent customer satisfaction and prompt issue resolution for over 30 clients   Maintain & monitor ticket queue for myself and other technicians  Work with technicians to determine correct issue escalation path  Administer various information technology systems and applications   Analyze system performance and make recommendations to management for infrastructure upgrades and/or changes   Maintain consistent communications with client point of contact   Own complex client help desk and infrastructure rollouts   Develop detailed technical documentation and processes for the clients   Work closely with the Director of IT to develop help desk policies and procedures   Make technical recommendations to clients based on need and cost  Act as account owner for select accounts   Formulate monthly help desk budget and manage accordingly   Work with team and vendors on technical training needs.          Director of Information Technology    January 2010   to   October 2010     Company Name   －   City  ,   State      Manage corporate network and ensure high system availability.  Develop backup and disaster recovery plan   Reduce system downtime by diagnosing and resolving complex technology related issues   Administer MPLS network between remote locations   Coordinate construction and configuration of remote offices  Implement corporate infrastructure monitoring program   Manage corporate phone and voice mail systems   Provide quality support to all personnel   Communicate with President/CEO on all technical matters.          Director of Information Technology    June 2004   to   December 2009     Company Name   －   City  ,   State      Manage corporate network and ensure high system availability  Maintain disaster recovery methods and backup procedures  Administer 68 Local Area Networks Investigate and implement a document management solution   Manage internal phone switch voice mail system   Oversee IT staff to ensure job expectations are met and train in any deficiencies   Implement an incident reporting system that allows tacking of issues and their correction in a timely manner   Formulate departmental policy and procedure documents   Create annual IT budget and monitor all IT-related expenditures  Research and recommend system development priorities  Effectively communicate relevant IT-related information to superiors  Communicate with all departments to ensure all Information Technology needs are met   Write technical documentation for hardware and software installation,  end-user support documents and client PC standards  Negotiate with vendors to create a cost effective solution for hardware, software and maintenance agreements   Provide end-users with training classes on Microsoft Office products   Reduced cell phone bills by 40% and travel expenses by 45% by implementing policy and procedures for each   Exceeded job expectations with minimal supervision required.          Project Manager    June 2000   to   December 2003     Company Name   －   City  ,   State      Provide leadership and direction to installation team members by investigating the radiology department workflow, gathering requirements, managing scope and ensuring quality throughout the installation   Work with the sales team to determine the PACS, Radiology Information Systems and/or Hospital Information System needs of the imaging center or hospital   Coordinate with vendors, hospital staff and hospital administration to determine the project timeline   Aware of HIPAA guidelines and their implications throughout the project timeline   Investigate Radiology modalities to determine DICOM compatibility and/or upgrade needs   Participate in all aspects of equipment installations   Communicate feedback to management regarding the needs of the sites   Develop procedures to deploy client PCs with a standard image and security policies   Work with help desk team to develop consistent help desk methods and call logging techniques            Education      Bachelor of Science   :   CyberSecurity  ,   May 2015    University of Maryland University College   －   City  ,   State       CyberSecurity           Computer Information Systems  ,   August 1993    Middle Tennessee State University   －   City  ,   State      Computer Information Systems        Skills     Antivirus, Backup Exec, Backup, budget, Cisco Router, Cisco, Citrix, hardware, contracts, client, clients, customer satisfaction, database applications, Database Management, DELL, direction, disaster recovery, document management, Email, employee training, Ethernet, Firewall, help desk, image, imaging, Information Systems, Information Technology, Local Area Networks, leadership, Linux, logging, Mac, Director, managing, Exchange, Microsoft Office Suite, Office, Microsoft Office products, SharePoint, Windows 9, 2000, NT, migration, Network, Networking, PACS, personnel, Phone System, policies, processes, Property Management, quality, Radiology, reporting, Research, sales, software installation, supervision, Switch, Symantec, TCP/IP, user support, technical training, technical documentation, phone, Toshiba, Trend, upgrades, upgrade, VPN, Vista, voice mail, website, Windows Server, workflow    