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Provide hardware/software, desktop, computer networking and security support to end users and clients in a Microsoft Windows Active Directory network environment.Manage group policy, security policies, access control, users and computers in a Windows Server environment.Day to day management and administration of emails for 500+ users in a Microsoft Exchange or Office 360 environment.Primary point of contact and for the Sykes site in Bardstown KY and support administration team member of the Sykes Global domain. Responsible for maintaining site firewalls, whitelist and blacklist devices to insure corporate and client systems and data are protected.Primary implementer in complete system builds, upgrades, migrations, security administration and patch management.Utilization and administration of company and client based support ticket systems.Review various logs concerning telephony, security and network monitoring systems. Maintain and enforce client and corporate based compliance policies.Acted as internal auditor across all departments at the site level on a quarterly basis. Analyzing technology or Security requirements within company structure and giving independent and objective advice on the use of said IT/Security needs & requirements.Provide analysis reports for management requests for cost effective applications, hardware and reporting information systems.Implementation and management of IP based cameras for the local site.Implementation and management of the secure badge access system. Stay abreast of emerging trends in the technology, security and telecom sectors.

Responsible for the day to day management of the information technology team at the Boones Creek and Fairview sites in Johnson City, TN. Our team is also part of the larger technology support and implementation process team for the ACT enterprise.

Create and implement security standards, policies, and procedures.Plan, direct, and coordinate security activities to safeguard company assets, employees and guests on company property.Communicate security status, updates, and actual or potential problems, using established protocols. Conduct physical examinations of property to ensure compliance with security policies and regulations.Monitor premises and information systems to ensure compliance with security policies, safety requirements, security enforcement and directives.Identify, investigate, and resolve security breaches, employee misconduct and criminal incidents.Prepare reports on internal investigations, losses, or violations of regulations, policies and procedures.Respond to site emergencies, accidents and intrusion alarms. Arrange and perform employee protection activities.Assist in emergency management and contingency planning.Coordinate security operations or activities with public law enforcement, fire and other agencies.Write and review organizational documents, such as incident reports, company policies, and tactical/strategic initiatives.Install, maintain, and repair security systems, access control systems, and IP Camera Monitoring Software and Servers.Warn persons of rule violations, and apprehend or evict violators from premises, using legally necessary means.Administrate information security practices to incorporate new software, encryption, or IT security.Administrate solutions to facilitate information capture, search, and data retrieval/computer forensics.Design, evaluate, recommend, and approve changes of forms, procedures and policies.Develop and maintain disaster recovery documentation and audits.Circulate among visitors, patrons, or employees to preserve order and protect property.Write/maintain incident reports involving equipment/property damage,illegal activities, policy violations, security breaches, safety issues and accidents or unusual occurrences.

Responsible for day to day operations of a customer contact center when site director was absent or unavailable.Make independent decisions for business based on client and employee needs/requirements. Conferred with Site Director and other members of executive management in order to formulate standards/goals for employees regarding various company clients.Managed staff of 7 managers, scheduled work hours, resolved conflicts, and determined salaries.Managed 200+ customer service center employees.Interviewed and hired new employees based on client and/or business need.Conducted internal investigations regarding employee misconduct, thievery, breaches in client security and accidents on company property.Consult with users, management, vendors, and technicians to assess computing needs and system requirements.Respond to medical emergencies, bomb threats, fire alarms, or intrusion alarms, following emergency response proceduresCreate and implement both physical and data security standards, policies, and procedures.Plan, direct, and coordinate security activities to safeguard company assets, employees, guests, or others while on company property.Developed information technology resources for data security/control, strategic computing practices, and disaster recovery methodologies.

Managed the planning and implementation of additions, deletions and major modifications to the supporting site infrastructure.Implementation of network-information-site-physical security at the site level.Overseen the administration and maintenance of the company's infrastructure.Overseen the administration of the company's telephony and telecommunications platforms.Managed administration and upgrades to the company's PBX system.Overseen the administration and maintenance of computer stations, software and security at company site.Internal SystemsOverseen troubleshooting, systems backups, archiving, and disaster recovery.Developed internal help desk/ticketing system. Managed operations of the site technology team.Interacted with internal management and clients on all levels to help resolve technology and security related issues then provided answers in a timely manner.Built and maintained vendor relationships and managed the purchase of hardware and software products.Managed the acquisitions of software, hardware and other IT supplies at the site level.Ensured that company assets were maintained responsibly.Maintained physical security of employees, visitors, company assets and site property.Developed and implemented various company personnel policies as well as disaster recovery/security management procedures.Maintained best practices and industry knowledge based on physical-IT security/technology needs.

Plan and schedule call center agents to provide phone coverage, call volume forecast, actual call volume, and other client supplied metrics.Monitor and review agents pergormance to ensure that schedules are met, guidelines are adhered to, and performances are of adequate quality.Direct and coordinate activities of Supervisors engaged in call center floor management.Establish work schedules and assign work to staff members.Coordinate activities between departments, such as training and Quality Assurance.Evaluate new and existing policies to assess suitability and the need for changes, using information such as surveys and feedback metrics.Establish and implement departmental policies, goals, objectives, and procedures, conferring with directors, client organizations, and staff members as necessary.Determine staffing requirements, and interview, hire and train new employees, and oversee those personnel processes.Counsel employees on issues including corrective action, personal improvement plans and termination if needed.Review call center reports, sales and activity reports, and other performance data to measure productivity and goal achievement; then determine areas needing process changes and program improvements.Resolve customer complaints or answer customers' questions regarding policies and procedures.Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.Interpret and communicate work procedures and company policies to staff.Train or instruct employees in job duties or company policies and arrange for training to be provided.Primary liaison with client managers and other call center management staff.Arrange for necessary maintenance or repair work.Keep informed of vendor-management agreements and their effects on departmental operations.Plan coordinated office services or organization, disposal of assets, relocation, parking, maintenance, or security services.

Create designs, concepts, and sample layouts based on knowledge of layout principles and design concepts.Determine size and arrangement of illustrative material and copy, and select style and size of type.Confer with clients to discuss and determine layout design.Develop graphics and layouts for product illustrations, company logos, and websites.Review final layouts and suggest improvements as needed.Prepare illustrations or rough sketches of material, discussing them with clients and making necessary changes.Use various computer software to generate logos, images, website designs and various marketing materials for print.Key information into computer equipment to create layouts for clients.Use graphic tablets to illustrate/design various graphics for clients.Maintain archive of images, photos, or previous work products.Prepare notes and instructions for workers who assemble and prepare final layouts for printing.*I am free for marketing/branding projects and logo design-perhaps I will take on new clients if we can meet on price and scope of work. I can do free hand illustration as well and will also consider illustration based projects(Pencil, Pen & Ink, Inking-Colorist [Comics/Graphic Novels], Tattoo Designs, and Colored Ink Illustrations).*