Professional Experience

• Pinnacle IT Crew / The Computer Hut • Fort Smith, Arkansas


• Director of Operations / Lead System Engineer (2020-2021)
• • Responsibilities include: Perform daily customer support and service along with staff. Provided client assessments and attended client sales meetings or presentations. Offered innovative solutions that meet clients’ needs while remaining cost effective. Maintained familiarity with current and upcoming IT equipment, services, and other developments. Coordinated troubleshooting, support, and service for equipment and networks when necessary. Supported systems on every level of operations and proactively provided solutions to strengthen customers organizational information technology desires. The operations manager is key part of the management team and oversees high-level HR duties, such as attracting talent and setting training standards and hiring procedures. Analyzed and improved organizational processes, and worked to improve quality, productivity and efficiency. Developed relationships with external clients and organizations to assess their technology, support, and security needs. Managed projects by creating timelines, adhering to budgets, and assigning staff members. Maintained relationships with technology, software, and security vendors. Managed and assessed the performance of staff members who specialize in support and installation. Identified staffing needs and works with owner to pursue the hiring process. Upheld a sense of customer service and measures client satisfaction. Attended industry events and trade exhibitions to learn about cutting edge product releases and news. Provided inspired leadership for the organization. Worked with owner on important policy, planning, and strategy decisions. Developed, implemented and reviewed operational policies and procedures. Help promote a company culture that encourages top performance and high morale. Worked with owner on budgeting, reporting, planning, and auditing. Worked with the owner to determine values and mission, and plan for short and long-term goals. Identified and addressed problems and opportunities for the company. Built alliances and partnerships with other organizations.

• OK Foods • Fort Smith, Arkansas


• Infrastructure Administrator / Engineer (2017-2020)
• • Responsibilities include: Proper functioning of data center activities and supporting the computer processing requirements of the company. Coordinating and overseeing the activities for Servers, PBX, Databases, Backups, Security and Network. Make recommendations to MIS management advising of ways to improve departmental efficiencies and effectiveness. Strive to keep computer downtime to a minimum while maintaining necessary patches and updates to systems. Applies application move requests to production and disaster recovery computer systems. Grants access and maintains application security roles. Processes daily tape request and fulfills all responsibilities of backups. Performs periodic tape restores at main and disaster recover sites to validate restoration process. New user account creation and terminations. DVR user account maintenance and routine compliance checks. Door access account maintenance and routine compliance checks. Reset passwords for active directory and all software applications. Coordinates and assists in testing and planning the disaster recovery plan.

• Golden Living • Fort Smith, Arkansas


• Network Administrator / Engineer (2011-2017)
• • Responsibilities include: Upgrade and maintenance of all servers and systems directly responsible for: Cisco WebEx (Cloud), Cisco MeetingPlace Servers, Cisco VCS Expressway Servers, Cisco TelePresence / Tandberg Video Conferencing Systems, Cisco MCU Server, Cisco TMS Server, Cisco Jabber (Cloud), Cisco IM and Presence VM, Polycom Conference Systems (Video and Audio), Collaboration End Points. Develop project, maintenance, and support web applications to utilize within the entire Golden Living company infrastructure. Assist the Human Resource Training Department with development of collaboration training materials and video training resources for Learning Management System. Achieve successful and productive client / vendor relationships with Cisco, AT&T, Sirius, Wachter, and CenturyLink. Exceptional support and assistance with all video and audio conference requests, including companywide global video conferences, monthly global audio conferencing, and even day to day operations.


• Information Technology Field Services (1998-2011)
• • Responsibilities include: Front line customer IT hardware and software support, laptop, wiring, software and network systems trainer, training development, systems analyst, and upgrade project deployments. Liaison between IT Field Services and IT Support Services, team based training development for software systems, integration of learning management systems, project management of training solutions, collaboration development using Cisco WebEx and Cisco MeetingPlace systems. • Responsibilities included: project lead on training systems development, deployment and training of Cisco WebEx and Cisco MeetingPlace collaboration solutions, video editing solutions, learning management system development, and online software trainer.


• Information Technology Support Services (1995-1998)
• • One year Tech Support Analyst for a national healthcare corporation servicing nursing facilities, group offices, and field based associates across the United States. Responsible for software and systems support, remote communications, application assessments, hardware troubleshooting, data communications, and customer support.
  • Two year Advanced Support Analyst responsible for application development, systems analyst, database support, server maintenance, process development, and customer support.

Areas of Excellence

• Cisco MeetingPlace	• Cisco TelePresence VCS Expressway	• Cisco Unified Contact Center Express
• Cisco TelePresence MCU	• Cisco TelePresence Management Suite	• Cisco Unity Connection
• Cisco Unity Call Manager	• Cisco Unified IM and Presence	• Cisco WebEx
• PHP / ASP / HTML / Java	• Project Management	• Web Application Development
• SQL / MySQL / SQL Express	• Cisco Meraki	• Customer Service
• Cisco Router and Switch	• Cisco Tandberg Collaboration Endpoints	• Training Specialist
• Domain Administration	• Active Directory Services	• Arcserve Storage Area Network
• SQL DB Administration	• Windows Server 2008/2012/2016/2019	• VMWare Administration
• MS 365 Exchange/SharePoint/OneDrive	• Dell EqualLogic SAN	• DATTO

Education

• StormWind • Cisco Epic Live
  1. CCENT/CCNA ICND1v3 100-105
  2. CCNA Collaboration CICD 210-060 • CCNA Collaboration CIVND 210-065
  3. CCNP Collaboration CIPTV1 300-070

• Novell Network Systems
  1. Certified Novell Administrator • ID number 9627166

• Oklahoma City Community College
  1. Associate in Applied Science • Microcomputer Specialist

• Federal Aviation Administration • Department of Transportation
  1. UAS Remote Pilot • Certificate number 4193216

• Believers Homeschool Association • Fort Smith, Arkansas


• Board of Directors (2011-2016)

* My References *