Ivan Turner Email & Phone Number

Frederick, Md, Us

Gaithersburg, Md

Ivan Turner is a software and IT services executive and technology innovator with over 20 years of experience in Information Technology and FOIA (Freedom of Information Services) . He is currently the founding CEO and President of ILT Information Leading Technology LLC , a Washington D.C. (DMV) based IT services and FOIA (Freedom of Information Services)solutions business.

• A Service Desk Manager/Help Desk Supervisor with a combination of strong technical leadership expertise, on-site government customer experience and management experience. • The responsibilities of this position include overseeing various tasks of a highly complex nature; assembling the task team, assigning individual responsibilities.• Identifying appropriate resource requirements, and developing the schedule to ensure the timely completion of the task's milestones and final acceptance. • Familiarity with the systems scope, communication risk assessment and project objectives, as well as the role and function of each team member (employee), in order to effectively coordinate the activities of the team. • Monitor each assigned task, implement and assure adherence to task level of quality and methodology standards, and keep the program manager abreast of all problems and progress. ESSENTIAL DUTIES & RESPONSBILITIES• As the Service Desk Manager/Help Desk Supervisor IT support personnel to include help desk, server support, network support, VOIP, training, media services and resource management, supporting a customer base of 1,500 users.• Manage staffing, performance, department budget, customer requirements and personnel issues. Responsible to (TSA) Transportation Security Administration customer for the overall success of the contract and meeting of contract deliverables.Maintain high level of customer satisfaction. Experienced in carrying out and implementing Service Level Agreement’s Standard Operating Procedures. Implement metrics in measurable areas to include customer satisfaction speed to answer, call abandon rate and ticket vs. time closure rate.

The responsibilities of this position include overseeing various tasks of a highly complex nature; assembling the task team, assigning individual responsibilities.Identifying appropriate resource requirements, and developing the schedule to ensure the timely completion of the task's milestones and final acceptance. Familiarity with the systems scope, communication risk assessment and project objectives, as well as the role and function of each team member (employee), in order to effectively coordinate the activities of the team. Monitor each assigned task, implement and assure adherence to task level of quality and methodology standards, and keep the program manager abreast of all problems and progress.

 Maintain expert Level Knowledge for Decennial Applicant, Personnel and Payroll System (DAPPS), an Oracle PeopleSoft Enterprise 8 application.  Hold primary role of Tier 4 providing immediate end user resolution/escalation for all DAPPS Functional and Technical issues  Work directly with DAPPS developers and testers  Develop, Modify and Create SQL Scripts for Query/Report purposes in TOAD  Investigate and Research Functional and Technical issues  Troubleshoot – software, hardware, and environmental failure  Escalate or recommend Customer Services Request to Management & Developers  Create knowledge base articles based on resolved issues. Update and create Help Desk Standard Operation Procedures Review and prioritize customer incident ,requests and complaints to ensure that resolutions are appropriate and timely  Manage customer expectations throughout life cycle of the incident, request, and/or complaint.  Provide daily communication regarding support center operations.

10/08-05/09 Cernium Corporation Reston, VASenior Lead Technical Support EngineerHelp to develop basic set of Customer and Technical Support Processes which include: set up Incident Tracking / Management Process and Application to support it; work with Engineering to manage incident to defect transition and input; and work with Business Development to set up Customer accounts / relationships.Determine software defects in Cernium software products and conduct meetings with Product Development & Product Management staff to set customer problem resolution timetable and follow-up technical customer service.Setup network test environment in order to test software discrepancies, document findings, and submit potential software enhancements into the Axosoft Bug Tracking system. Utilize Cernium’s PerceptTrak video analytics software for video security monitoring.Work with VARs and end users to resolve problem implementation issues. Oversee the software product Purchase Order requests and the software distribution and RMAs (Return Material Authorization) processes. Interact with software product testers for new product software releases. Document the results and submit reports to Product Management Dept.Manage the planning, creation, and delivery of product training materials for both end users and Cernium employees. Provide front-line software analyst technical support, investigating and resolving questions and problems associated with all systems (hardware and software) supported by Company.Master products and related technologies to provide quality customer support and to assist other technical support staff Review and prioritize assigned customer reported issues to ensure that issues are being effectively addressed. Write and review documentation with technical writers including User Guides and/or other documents required when communicating with Company's customers. Ensure accuracy and completeness of technical documentation.

Provided user support for attorneys by troubleshooting remotely and by phone on a network environment supporting over 3005 clients on a LAN/WAN 24/7 network.Resolved software issues such as MS Office suite applications, primarily with Outlook, Word, Excel. Also resolve Imanage, Deltaview, Carpe Diem, and Citrix remote software.Provided MS Exchange password resets through Active Directory. Citrix ICA client removal, installation, and configuration on Windows OS and MAC OS, also provide Citrix remote access. Analyzed system faults, troubleshoot problems, and ran diagnostic tests onoperating systems and hardware to detect problems while maintaining data integrity and security. Monitored systems to ensure availability and stability. Optimized and troubleshooting client performance and slow logons.Monitored all server and network hardware and ensured that all problems and resolutions are reported, coordinated, monitored and tracked with the appropriate parties.Installed, configured, and troubleshoot Blackberry PDA software and hardware.Provided hardware support for mouse, keyboard, and printer network configuration.Use and management of documentation and knowledgebase within Altiris ticketing cue.

Provided telephone-based and electronic technical support to existing and prospective EMC customers for EMC / DOCUMENTUM products, (i.e., ApplicationXtender, ERMXtender, DiskXtender, WebXtender, etc.).

(Client Site: Dept of Energy)Performed desktop support related tasks in ticket resolution, installation, maintenance and upgrade of computer hardware, software and related peripherals.Hardware support included installing and configuring memory, hard drives, network cards troubleshooting or upgrading faulty equipment as needed. Software duties included installing, upgrading, and maintaining Windows XP operating systems as well as a variety of applications including MS Office 2000 suite technical assistance to users.Configured Blackberry and Palm Mobile Data Devices for end users.Used Virtual Machine software (VMware) for building and deployment of workstation servers. Utilized Symantec Ghost Imaging Software to build new systems - both custom builds and automated image deployments.Installed and configured network printers for WAN/LAN environments.Setup and administered video conferences for Dept. of Energy.Created and migrated user profiles from Novell to Windows 2000 Active Directory environment. Configured and administered network support services such as DNS, WINS, DHCP, Active Directory, backup/recovery, automated software distribution and inventory, virus protection suites, dial-up services, etc.Troubleshoot and help users with Email issues on the Microsoft Outlook/Exchange platform.Setup and configured VPN (Virtual Private Network) accounts for users.Implemented Cold Fusion procedures for Mainframe version 5.0.Installed and configured anti-virus software (McAfee) and updated virus team with possible security threats for malicious attacks/threats to the Dept of Energy network.Installed and configured Tivoli for dial up support for users.Installed and configured Novell client accounts for user workstations.Migrated profile info to network drives for workstation system migration.

Acknowledged NOC alarms and followed through using appropriate troubleshooting procedures. Utilized Site Scope and Tivoli to monitor LAN/WAN, UNIX, and Windows servers and conducted performance evaluations of networks, including tape back-up restoration.Opened and closed trouble, maintenance, and change control tickets within a specific time frame, while detailing the issue for the ease of knowledge transfer. Created and sent network alerts as needed to internal departments (Network Operations, Database Administration, etc). Ensured network equipment configurations and updates were correct and current at all times. Responded with appropriate corrective actions when network performance issues occurred.Assisted in the development of technical standards and interface applications, evaluated new products and network problem resolution.Responsible for reactively monitoring customer data networks and providing fault isolation and remote troubleshooting via data warehouse. Also interfaced with offsite technicians and conducted conference calls to troubleshoot hardware failures.Worked independently on the weekend overnight office schedule on problem resolution relating to desktop applications, software installations and configuration of various hardware devices.Troubleshoot hardware and software issues on the AS/400, company email network and miscellaneous PC issues.Processed, checked and configured AS/400 jobs for user accounts.Installed hardware, software and memory upgrades and fixes on the AS/400 and Windows 2000 servers.Investigated and resolved Remote Access Communication Frame Relay and performed backup files for ISDN.Created, administered, and implemented backup procedures for AS/400, Windows NT/2000/2003, UNIX, and AIX servers.

Interacted with Senior Technical Reps, Product Managers, Professional Services and Pre-Sales to troubleshoot software anomalies within Geographic Tax, Geographic Code, Merge Purge, Move Forward, Model 1 and Code 1 Plus.Installed client server applications and integrated series products using API's.Tested Group 1 Software products for software technical bugs and create technical bug service requests.Troubleshoot client ASP connections by pinging Windows NT/2000, UNIX servers and CISCO/3COM routers.Resolved LAN/WAN help desk requests for problem tracking and root cause analysis. Also troubleshoot for servers/workstations and peripherals.

Associate, Computer Science

High School Diploma