Supervise IT staff supporting the Office of Early Childhood (Formally Division of Childcare and Early Childhood Education at Department of Human Services).

Provide IT support to the Division of Child Care and Early Childhood Education Troubleshoot desktop/tablet/laptop hardware and software issues. Application testing and troubleshooting Device re-imaging Workstation setup SQL database analysis Service Desk tickets Office 365 support Adobe Acrobat supportAssist Shared Services, Division of Family & Children Services, and Tier 1 Helpdesk as needed.

NOTE: ClearPointe acquired by AccountabilIT during this time. Responsibilities• Supervise employees in day-to-day NOC operations.• Perform employee reviews.• Interact with NOC and company management.• Monitor NOC environment and quickly and efficiently respond to issues involving customer managed devices. • Respond to client phone calls and emails.• Contact ISPs and vendors to resolve client issues.• Work Service Requests. • Interface with Arkansas Department of Information Services regarding Department of Human Services outages and password resets.

Responsibilities• Monitor NOC environment and quickly and efficiently respond to issues involving customer managed devices. • Respond to client phone calls and emails.• Contact ISPs and vendors to resolve client issues.• Work Service Requests. • Interface with Arkansas Department of Information Services regarding Department of Human Services outages and password resets.

Achievements and Responsibilities• Trained, developed, and led a dynamic and highly successful ISP engineering team tasked with supporting Connect America Fund Phase II, ATM to Ethernet conversions, and municipal telecom projects. • Greatly improved departmental efficiency by developing and maintaining project database, as well as creating billing, project time, and progress reports. • Coordinated actions between company and client work-groups as well as interfaced with field personnel and provide remote assistance with equipment installation.• Created and personally put into action client inventory system that greatly aided in resolving logistical backlog of field operation during North Carolina CAF project. • Achieved Excellent ratings on all biannual reviews. • Interviewed prospective hires, performed biannual employee evaluations, and carried out disciplinary action when needed.• Successfully carried out 9-week utility line survey in rural Vermont while overcoming challenging and harsh terrain. • Developed work-from-home policies for remote employees and contractors.

Achievements and Responsibilities• Provided excellent operational support in fast-paced and dynamic NOC environment. • Quickly responded and worked to resolve Wide Area Network outages involving thousands of customers. • Troubleshot and resolved issues relating to T1, DS3, OC3/12 circuits as well as dozens of make and model DSL Access Multiplexers, Aggregators, ATM/Ethernet Switches, and BRAS routers. • Wrote and executed Network Maintenance and Change Control Methods-Of-Procedures. • Worked with field technicians to resolve hardware and circuit issues.• Remotely accessed network equipment via Telnet, SSH2, or TAPI protocols to troubleshoot device and network issues.• Highly rated in department for work productivity and call volume.• New hire training.

Achievements and Responsibilities• Consistently rated high in quality review ratings. • Selected to be a part of the Disaster Response team. • Resolved IT related issues and service requests within guidelines of Service Level Agreements.• Provided support to quickly diagnose and correct application issues for thousands of corporate, call-center, and retail store employees.• Supported over 400 end-user software applications.• Decreased issue resolution time by creating documentation on application issues and resolution steps.• Granted, provisioned, and maintained user security access to applications.• Sent company-wide notifications for critical system outages. • JD Edwards inventory system support

IT Service Desk. Resolve IT related incidents and service requests within guide lines of Service Level Agreement. Serve as an initial client contact for application, network, and security related issues and work requests. Provide technical support for over 400 applications. Memeber of IT Disaster Recovery Team. Selected Duties Include• Route incidents, work requests, and change request to appropriate workgroups for resolution based on SLA.• Provide support to diagnose and correct client problems with software or hardware. • Document solution to production problem utilizing Remedy 7.0 and Cypress.• Train new hires as needed. • Perform password resets• Provide manager override support to retail stores

Provide customer service to small business customers including; sales, account maintenance, technical support, and billing issue resolution. Key Achievements:Maintained above average commissions.

Received and stocked inventory. Assisted customers when needed.

Maintained healthy and safe environment for residents. Managed visitation desk. Presented educational and entertaining programs to residents. Counseled residents and/or referred them to school counselors. Contacted emergency personnel in case of need.

Intern in Mechanical and Electrical department, Building and Grounds division, Secretary of State's office. Resolved minor mechanical issues, provided initial trouble-shooting, and assisted skilled workers in issue resolution.