Lawrence Wright Email & Phone Number

Austin, Texas, United States

As an IT manager, I was responsible for 24 Sprint stores across the State of Texas. I managed infrastructure and repair of network, servers, and PC's in conjunction with working with Sprint Technical support as needed. I also managed all installations of all telecommunications equipment in new stores, moves, and in decommissioning of stores. I handled all IT purchases and dealt with all IT related vendors. I also installed and reviewed video cameras and security systems for the stores as well as working with law enforcement for thefts. I also supported 3 vision eye care facilities owned by the same owners as Capitol Wireless.

Austin, Texas, United States

Member of the Major and Critical Incident Management teams who maintain and support 62 global accounts. This includes bridge management, communication to C-level and other senior leadership stakeholders as well as providing an overall point of contact for driving the incident to resolution. Maintaining documentation and templates to facilitate bridge engagement, technical tower engagement, and situational updates per ITIL processes in conjunction with external and internal customers. Reviewing of bridge engagements and processes to provide real-time adjustment with a bias for action. As an SME(subject matter expert) for the TXDOT account, I run all critical Priority 1 bridges and most of the Priority 2 incidents as well. Engagement of all technical towers, keeping timelines, facilitating remediation efforts, and prioritizing assets as needed are specific examples of skills used for this account. Working with internal and external stakeholders on processes both current and working with change in mind to provide better engagement and times to remediate the issues reported. Creating, maintaining, and auditing process documents and reports from engagements and lessons learned. Creating and presenting to leadership, both internal and external presentations regarding the accounts or process change. Training new team members on the account and on general practices within the company.

Austin, Texas Area

This was a temporary job for Cap Gemini in support of the State Of Texas DCS Support. The Major Incident Manager ensures a positive customer experience by providing oversight and management for customer support planning and technical issues. Provides support incident ownership and customer service catalog management, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements that were incident based. Coordination of problem-solving efforts between Agencies and field service personnel, software support, investigation and analysis of product problems related to supported products. The position utilized ITIL specifications and required adherence to all ITIL metrics in regards to incident management. Makes time sensitive, mission critical decisions that impact Agency operations. Presents and explains support deliverables to internal and external customers at various levels to include customer executives using executive email communications. Manages customer expectations with respect to service agreements. Assists the problem management teams as needed for root cause analysis of problems based on an understanding of the situation and previous incidents.

Austin, Texas Area

The Resolution Manager ensures a positive customer experience by providing oversight and management for customer support planning and technical issues. Acts as the customer’s single point of contact for all post-sales delivery technical questions/issues. Provides support incident ownership and customer account management on a 24x7 basis, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies). Coordination of problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products. Meets established performance metrics including time to engage, time to resolve, customer satisfaction, and other metrics as defined in the performance plan. Makes time sensitive, mission critical decisions that impact customer operations. Presents and explains support deliverables to internal and external customers at various levels to include customer, executives. Manages customer expectations with respect to support agreements and project plans. Acts as a single point of contact for customer escalations. Develops and delivers post-incident reports on all critical support incidents, develops and maintains customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals. Responsible for Customer Account Management and Services Project Deliverables at higher levels within the organization.

Austin, Texas Area

The Project Lead position was a daily leadership position that managed the processes and personnel of a 12 person team that managed the intake for the TAM group within Dell. This included creating a one of a kind Excel sheet that took data from several different CRM databases within Dell and mined for data for TAMS to engage on to assist Dell in identifying critical cases. Provided feedback to senior management on engagement times and other identifying outliers to improve TAM efficiency as well as lowering the footprint by returning for incident directors back to the floor for customer engagement. Also managed the Global Crit-Sit process which identified and managed highly visible critical cases anywhere in the world. Maintained the process for that as well as managed meetings with assets globally. Also assisted in managing the FTS (Follow the Sun) process that allowed out of region assets to work on cases with customers anywhere in the world at any time of day. I also managed the teams as for as operationally so that schedules, vacations and holidays were covered as well as other personnel issues with the conjunction of my manager. This was similar to a team lead position in the scope of work for that aspect of the position.

Austin, Texas Area

The Technical Account Manager ensures a positive customer experience by providing oversight and management for customer support planning and technical issues. Acts as the customer’s single point of contact for all post-sales delivery technical questions/issues. Provides support incident ownership and customer account management on a 24x7 basis, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies). Coordination of problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products. Meets established performance metrics including time to engage, time to resolve, customer satisfaction, and other metrics as defined in the performance plan. Makes time sensitive, mission critical decisions that impact customer operations. Presents and explains support deliverables to internal and external customers at various levels to include customer, executives. Manages customer expectations with respect to support agreements and project plans. Travels to customer locations as needed. Acts as single point of contact for customer escalations. Develops and delivers post-incident reports on all critical support incidents, develops and maintains customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals. Responsible for Customer Account Management and Services Project Deliverables at higher levels within the organization.

Mt Pleasant Texas

This was a technical support position responsible for deployment and support of over 350 desktops, printers and switches. I was directly responsible for technical support as the first line in the customer service chain due to the lack of a help desk. I answered phone calls and supported remote users in all manner of applications and various Operating Systems. I deployed and used Symantec Ghost as well as developed the system used to deploy McAfee Antivirus and other updates.

Mt. Pleasant, Texas

This is a management training position in the consumer credit industry. The position is directly responsible for delinquency and collection of past due accounts. This is done mainly through talking to customers via phone or in person. This is a self-supervisory job for the most part due to the amount of field work required. Also assists the manager in determining eligibility and approving credit limits for customers requiring the use of the services provided. This position also includes report pulling and reporting to both the home office as well as credit agencies. Also assists the manager with the management of the 2 customer service representatives in the office.

Mt. Pleasant, Texas

This was a technical position in the hospital’s Information Systems department. The job requirements included supporting the network infrastructure of servers, switches, routers and cabling. This was done via software tools as well as hardware applications. I also pulled, terminated, tested and certified network cabling of Cat5e and Cat6. I was also tasked with the support of all computer, server and printer hardware and software for the 450 stations located in the hospital. I was also responsible for network security, updates, viral protection and backups of individual computers and servers. I also handled several projects for accounting, medical records and other departments with proprietary hardware and software solutions and support.

Houston, Texas Area

This was a management position in charge of 3 technicians as well as managing a service department that accounted for over $650,000 a year in billable charges. I dealt with crisis situations and working within the confines of a deadline as well as dealing with downtime of customers. I developed and implemented a computerized system at Laser Imaging that has redefined how we do business. I was responsible for the design and implementation of the company web page as well as the ability to take online orders. I computerized the accounting department and the cartridge remanufacturing department. I was instrumental in the company finding new avenues of revenue through the acquiring of Lexmark, Canon, Tektronix and Okidata certifications. We also implemented supporting wide format printing as well as PC’s, Servers and Network Support. From time to time, I took service calls for the senior level work for select customers.

Augusta, Georgia Area

A technical position that involved hardware and network support in multiple customers, multi-platform, multiple OS environment, including PC’s, servers, printers, routers and hubs. This position consisted of software support for the following Operating Systems: Windows 3.11, 95, 98, NT 4.0, Windows 2000 Novell 4.1, 5.0, Macintosh System 7.5.1, 7.5.5, 8.0 and 8.1. It also included application support of Microsoft Office, Lotus CC Mail, Groupwise, Exchange, Proxy Server, Mandrake Linux, and various other applications. I managed several networks ranging from 6 users to 40 users for multiple customers via remote tools. Cisco switches that I supported were 1900, 2900, 3100, and the 3200 series. I also supported 3COM, Nortel and Bay Networks switches, hubs and routers. This position included setting up and supporting T-1, ISDN, DSL, cable and dial-up data connections. I was also a source of knowledge for other technicians and trained in troubleshooting and with warranty issues.

Augusta, Georgia Area

I designed and installed WAN protocols, links, and equipment. I provided Tier 2 Support for 500 users, and 45 sites in 5 states in a Windows 95, Windows NT/2000 and Novell Environment. Applications that I supported include Pro Com, several custom written programs and PAYMAXX. I also provided AS/400 support and PC support of Client Access and Rally AS/400. Designed and began implementation of migration from Windows 95 to Windows 2000. I installed and supported web-enabled applications of Client Access and other applications. I maintained and upgraded Compaq Proliant servers, Dell workstations and assorted laptops. I designed, purchased and installed new servers for web-based solutions. Supported load balancing and cluster solutions utilizing Compaq cluster servers. Supported SQL 7.0 on a Windows 2000 server running terminal services to allow for remote users. I supported and administered Checkpoint Firewall 1 and Secure Remote for VPN access for remote users. I put together a plan for hosting Windows 2000 ADS within Novell 5.1 NDS, after attending the Novell Technical Support Class. I also supported Bay Network switches and routers that included BayStack, Centillion and Alteon series. I was also responsible for bringing new sites into the Care south network by doing site surveys, installing new equipment, providing training and then providing phone support.

Greenville, South Carolina Area

Management position with responsibilities that included: managing a customer contract that spanned 5 states and 5000 users oversaw implementation and design of procedures for reporting work, parts, and profits. Daily supervision of three technicians in hardware diagnosis and repair in an enterprise environment. Consulted and assisted the customer with design and implementation of an on-site Help Desk. Also helped the customer streamline processes for user management. Worked with customer on designing and then installing a 12-server cluster farm running Microsoft SQL Server. A lead representative for the company in gaining new contracts and projects in Arkansas, Louisiana, Missouri and Oklahoma. Reporting on a monthly basis standing of contracts in the area and P&L’s totaling over 2.5 million dollars a year in revenue. Also provided technical support on HP Servers utilizing Microsoft Cluster Server software. Responsible for assimilation of The MEGG into ATS. Responsible for training other managers on systems and procedures of ATS. Also responsible for Project Management in Southeast Regional Headquarters. Several projects include design and installation of a WAN for New Commerce Bank, design and implementation of network for SC Discover Upcountry, design and installation of LAN for Freshens Yogurt’s Corporate Headquarters

Greenville, South Carolina Area

Management position with responsibilities that included: managing a customer contract that spanned 5 states and 5000 users oversaw implementation and design of procedures for reporting work, parts and profits. Daily supervision of three technicians in hardware diagnosis and repair in an enterprise environment. A lead representative for the company in gaining new contracts and projects. Reporting on a monthly basis standing of contracts in the area and P&L’s totaling over 2.5 million dollars a year in revenue. Also provided technical support on HP Servers utilizing Microsoft Cluster Server software.

Greenville, South Carolina Area

A technical position that involved software support in an 8,000-seat multi-platform, multiple OS environment, including Macintosh computers, IBM Clones, Intel Servers, and several AS-400’s. This position consisted of software support for the following Operating Systems: Windows 3.11, 95(a) and NT 4.0, Novell 4.1, 5.0, Macintosh System 7.5.1, 7.5.5, 8.0 and 8.1. It also included Application support of Microsoft Office, Lotus CC Mail, and several proprietary applications unique to the Savannah River Site. Also, provided support for a 24-hour Help Desk. From this position user accounts were created, modified and managed.

Aiken, South Carolina

A technical position that involved software and hardware support in a 36 site WAN. Encompassing Netware, Windows NT, MS-DOS, Windows 3.11 and 95 operating systems this position was responsible for the installation of new equipment and repair of old equipment. This position also included planning, budgetary, and all other aspects for TCO on PC’s. This position also included training in MS Office 97, Netscape Navigator, Basic and Advanced PC procedures.

Augusta, Georgia Area

A technical position that involved hardware and software support in a 24 site Windows NT 4.0 WAN with over 1500 users. It included diagnosing and repair of network wiring, servers and workstations. It also included assisting with the setup of Internet access and training on various software packages and MS Office 97.

Aiken, South Carolina

A Technical administrative position that involved hardware and software support in a 15 site Netware, Dual AS-400 environment. With over 400 users, the position was also involved in design and implementation of several projects including updating of hardware, Video Arraignment, Judicial Network, Web Sites for departments on an Intranet, Document Imaging for Probate, Clerk of Court and RMC.

Columbia, South Carolina Area

I had various duties and duty stations in the Marines.

Associate’S Degree, Electrical And Electronics Engineering

Deployed with Marine Corps.

High School, College Prep

Activities and Societies: NJROTC, Athletics