         FINANCE MANAGER/ OPERATIONS MANAGER           Career Overview     To obtain a full time position in Management Information Systems with emphasis on business analysis where I can demonstrate excellent leadership, business and team work skills to produce effective results.          Qualifications          Technical help desk experience  Strong analytical skills  Strong collaborative skills  Document management  Excellent problem solving skills  Strong Communication Skills  Customer needs assessment  Requirements Analysis  Requirements Gathering      C++  Java  CICS  Windows Networks  W-LAN  Technical Support  Switches, Bridges  Software Development Life Cycle   Systems Applications  Systems Development  Systems Implementation  Systems Integration  PC DOS  Personal Computers  Problem Analysis and Resolution   Process Improvements  Product Life Cycle Management   Product Management  Product Research  Project Quality Control  QA   Quality and Productivity Improvement             Technical Skills        Skills    Experience    Total Years    Last Used                          Accomplishments      IT Training     Successfully trained 25 employees to use new operating system.    Network Security     Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN network hardware and software, security systems and communication links.  Managed all clients network LAN/WAN hardware including routers, switches, load balancers and wireless networking equipment.    Network Support     Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.  Oversaw infrastructure of three offices and acted as support for help-desk technicians and IT Department.          Work Experience      Finance Manager/ Operations Manager    July 2004   to   Current     Company Name   －   City  ,   State      Oversees all aspects of the organization's quality or business improvement efforts, such as developing and administrating the program, training and coaching employees, and facilitating change throughout the organization.  Responsible for establishing strategic plans, policies, and procedures at all levels so quality improvement efforts will meet or exceed internal and external customers' needs and expectations.  Implemented a new sales-tracking POS system to replace a manual form writing process to increase efficiency. Provided employee training for POS system.  Recruited, hired, trained, developed, and directed retail sales teams for two retail Wireless Nation dealer stores.  Oversaw client relations, new account development, and customer service.  Supervised administrative functions, inventory, cash flow, merchandising, and operations. Generated monthly and annual sales reports.  Conducted ongoing staff development and personal growth planning for employees.  Doubled annual sales by developing innovative and effective marketing programs. Created a team spirit within the stores that resulted in increased sales, long-term employees, and customer satisfaction.  Achieved 150% of quota and grew number of customers by 200%  within the first year as Sales Manager.  Led sales calls with team members to establish sales and customer retention goals. Determined merchandise price schedules and discount rates. Monitored customer preferences to determine focus of sales efforts.  Shared product knowledge with customers while making personal recommendations.Maintained friendly and professional customer interactions.  Negotiated and closed contracts with Fortune 500 companies, including Sprint Wireless, T-mobile and AT&T.          Computer Information Systems Specialist II    September 1999   to   July 2004     Company Name   －   City  ,   State      Administered the installation, configuration and continued maintenance of network equipment including servers, storage devices, routers, hubs, switches, and printers.  Troubleshoots and resolves network connectivity and network related hardware/software problems. Processed an average of 20-30 inbound and outbound technical support calls.  Reviews new hardware and software specifications and recommends products for procurement.  Install, configure, and optimize network communication hardware and client software. Referred difficult issues to upper management while maintaining positive rapport with customer.  Create users, assigns privileges, and provides ongoing user support. Researched issues on various computer systems and databases to resolve complaints and answer inquiries.  Respond to connectivity related help desk requests. Maintained composure and patience in face of difficult customer situations.  Runs backup and recovery operations.  Provides support and assistance to staff. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions.  Completes archiving of network data and completes appropriate documentation.  Collaborates with teachers and coordinators to assess and evaluate educational software to project future needs. Built and maintained successful relationships with service providers, dealers and consumers.          Education and Training      Masterof Science   :   Information Systems   ,   2016    Bowie State University   －   City  ,   State       4 .0 GPA            Bachelor of Science   :   Information Systems  ,   2001    University of Maryland, University College   －   City  ,   State       Coursework in Software Engineering and Hardware Systems  Coursework in Distributed Computing, Networks and Databases         Skills     administrative, backup, cash flow, coaching, hardware, client, client relations, customer satisfaction, customer service, documentation, help desk, hubs, inventory, marketing, merchandising, network, policies, POS, printers, procurement, quality, quality improvement, retail, retail sales, routers, sales, servers, staff development, strategic plans, switches, user support, employee training    