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- Manage team of Support Engineers delivering an excellent customer experience. Coaching direct reports for continuous improvement, customer care and for successful adoption of new processes and systems. - Interface with customers, turning around escalations to create enthusiastic customers. - Working across teams to overcome silos to deliver successful customer outcomes and satisfaction.

- Provide customer service, instruction, technical and engineering support to geographically dispersed IT operations professionals of an international Fortune 1000 corporate customer base concerning issue resolution and the implementation of the Nimsoft Monitor software product - a broad-range, customizable, multi-component monitoring software for enterprise systems, servers, devices, databases, networks, applications, etc.- Work involving networking, database (SQL, MySQL, and Oracle), multiple operating systems (Windows server going back to 2003, up to 2012, and various Linux and Solaris versions), and most enterprise related devices, components, and systems. - Created and maintain an internal instructional support training guide for a Nimsoft product. - Communicating both orally and in writing, including via phone, email, and WebEx conferencing to resolve customer issues working both independently and as part of a team, both in-house and with customers in order to effectively communicate in meetings, and discussions for customer issue resolution and satisfaction.- Managing cases, providing and coordinating communication, analyzing issues and actions with multiple levels of personnel: customers, tier 3 support, system administrators, database administrators, other IT support personnel, project managers, and sales people. - Assisting senior IT Specialists in overseeing implementation, installation, configuration, and instruction for problem resolution with the Nimsoft monitoring platform for online information systems, networks, servers, microcomputers, other elements, operations and maintenance in enterprise systems.- Participating in testing and debugging various aspects of on-premise and online systems programs and providing feedback to management and development concerning possible defects or bugs, documentation, processes, or training issues.- The end results are issues resolved in a professional and timely manner.

- Graphics and communications creation and editing.- Digital, social and web marketing; Website design and maintenance.- Computer services – PC and network installation, instruction, troubleshooting, virus removal, etc.- Provided technical support, problem solving, training and customer service to individuals and all levels of personnel concerning the troubleshooting, configuration, implementation and daily operations of computer systems, PCs, devices, networking equipment, individual microcomputer functions, and software applications within the office and home.- Diagnosed routine and exceptional system problems by analyzing issues and replaced/repaired system components. - Independently supporting, managing, maintaining, and implementing software applications, PC, hardware, and network connectivity; Digital, social media and web marketing; Website design and maintenance; Graphics and communications creation and editing. - Project Management - design and build websites, implement and improve web presence through SEO, social networking and various aggregators and marketing - for individuals and small businesses. - WEB PAGE CREATIONA sample of websites I made or maintained (may not still be what I created/maintained):http://www.organichealthylifestyle.com http://www.medsforafrica.org/ http://www.rbrmx.net/ http://www.greenearthmarket.com/ (formerly my store – now defunct and a static page)- DIGITAL CONTENT CREATIONWikipedia pages created:http://en.wikipedia.org/wiki/Plugless_Power http://en.wikipedia.org/wiki/Barry_Stevens_(Renewable_energy_development) http://en.wikipedia.org/wiki/Green_Earth_Market- The end results were successfully completed projects.

- Online sales channel management and customer service to national retail buyers.- Product copy description writing.- Online corporate buyer relations, and sales.

- Entrepreneurial startup, online eco-friendly retail, placing top priority on customer service principles.- Directed and performed all research, strategic planning, investment raising, decision-making, systems development, engineering and creation, and operational responsibility - including PR, all media management, SEO, multiple-channel marketing campaigns, strategic promotional alliances, sales and demographic statistics; order management; vendor and customer relations; design and creation of IT infrastructure and online-web-store; acquisition and management of 10,000+ SKUs of drop-ship eco-friendly products.- Responsibilities included research, Project Management, establishing and refining goals, and ensuring plans were executed according to best practices. Refined and implemented ongoing improvement of marketing media. - Oversaw vendor performance and provided feedback on performance and concerning issues and possible changes or modifications to systems. Focused on goal of operating on time, within budget, and within scope and quality requirements. - Daily provided customer service, communications, problem solving, technology application to the business with computers and online information, sales and inventory, payroll, and communications systems.- Occasional Travel for product attainment and education, and development of other resources.- Managed all in-house administrative and technical matters related to IT programs and/or services. Provided all internal technical support in implementation and daily operations of the computer systems within the office and online operations. Created and maintained basic programming tasks.- As solely responsible for the business, performed as an "emergency" employee, reporting to work during periods of adverse weather conditions or other types of emergency situations. - The end results were successful increase of sales annually over 100% to each previous year, until the economy decline in 2008.

(MCI purchased by Verizon business - same position as previous listing)- Non-management team lead of group who managed, maintained, and provided technical support for the internal corporate VPN network and all intra-company secure remote access (RAAS) for the 60,000+ employee user accounts, including 3rd Level Support to provide troubleshooting, problem solving, end user technical support and customer service. - Supported geographically dispersed secure access SOA XML system of which I had previously project managed its creation.- Performed and assisted other senior IT Specialists in overseeing the VPN and authentication systems.- Worked primarily with Cisco/Nortel VPN, Radius and RSA authentication, Remedy case management, and all MS Office software, - The end results were secure remote access for the workforce.

(WorldCom changed name to MCI - changed department and position approximately the same time)- Non-management team lead of group who managed, maintained, and provided technical support for the internal corporate VPN network and all intra-company secure remote access (RAAS) for the 60,000+ employee user accounts, including 3rd Level Support to provide troubleshooting, problem solving, end user technical support and customer service. - Independently project managed a security platform development project across departmental groups and with vendors outside the company in design of a SOA XML system with an end result to allow internal applications and external vendor applications to securely access specified data in secured sensitive internal networks, then installed and managed the geographically dispersed system. In that project particularly, I exercised skill in problem-solving, independent decision-making, conflict resolution, project management and negotiating and working collaboratively with all levels of management, both internally and with external organizations. Communicated effectively, both orally and in writing was required and delivered. - Performed and assisted other senior IT Specialists in overseeing the VPN and authentication systems.- Provided assistance in developing case management computer application upgrades to better meet operational needs and provide more effective and better end user support and experience. Provided routine advice and/or guidance regarding operation and/or technical matters related to IT programs and/or services we managed.- Diagnosed routine system problems by analyzing issues.- Worked primarily with Cisco/Nortel VPN, Radius and RSA authentication, Remedy case management, and all MS Office software, - The end results were secure remote access for the workforce.

- Group lead overseeing the daily operations, projects and activities of the Dallas InfoMart WorldCom POP Data Center – maintaining a 99.999% uptime on networks, servers, and data center. - Skill in problem-solving, independent decision-making, and conflict resolution was a requisite here, as well as skill in negotiating and working collaboratively with various inter-organizational groups, both internal and with external organizations. Promoting professional development in the team is what best enabled high success and productivity. - I was personally responsible for and managed the global network management server network used to provision and maintain the WorldCom/MCI Option One Global Network, and successfully oversaw two global system upgrades. - Diagnosed routine system problems by analyzing issues, and replaced/repaired system components.- Participated in testing and/or debugging on-line system programs.- Maintained/modified basic programming tasks.- Position was an "emergency" employee, expected to report to work during periods of adverse weather conditions or other types of emergency situations. - Work requires occasional strenuous physical exertion such as climbing ladders, lifting heavy objects in excess of fifty pounds, and crouching or crawling in small work areas.- End result was successful upgrades and reliable systems with a 99.999% uptime.

- Hired entry level, opening the first two Dallas stores as Barista; assisted in store setup and stocking, made drinks, demonstrated merchandise and served customers. Became a certified trainer, practiced and taught excellent customer service skills and good communication.- Promoted to Assistant Manager, and as part of a two person team, set up Starbucks' Austin training center, trained 100 baristas and management staff for the first six Austin stores. Managed moderately complex managerial work overseeing the daily operations of the training center and participated in the Project Management of construction activities and finish out in the stores. Training new-hires involved hands on and multimedia training programs. - Managed and operated Starbucks presence at local promotional and charity special events with specialized portable carts and equipment. - Promoted to Manager and opened or assisted the opening of each of the first six Austin stores, providing technical support to all levels of personnel concerning the implementation and daily operations of the stores, management of inventory stock levels, and the computer system and electronic point-of-sale systems functions within the store and office; continued to open and manage stores and plan and manage special events in Dallas and Austin.- Participated in establishing unit goals and objectives; developing guidelines ,procedures, and rules for store and market operations; developing schedules, priorities, standards, and workload distribution techniques for achieving unit goals and objectives; overseeing and evaluating unit activities; and opening the market and managing stores under and within budget. - End results were stores opened on time and under budget, successful special events creating favorable opinions of Starbucks and dedicated customers, profitable stores, and staffs trained to provide quality product and excellent customer service.

- Seeking retail experience I hired on as day labor during finish-out of Target's first inner-city store. - Opened Dallas'CityPlace Target store initially entry level day-labor position putting together shelving units and stocking, but after three weeks, prior to actual open date, was promoted to Supervisor position with a staff of 7. Managed all merchandise presentation (planogram), promotional signage and price change in the brand-new 120,000sf store.- Position required daily project management, working with store's computers and electronic scanning, inventory and design systems, communications with management, staff and customers.- Provided problem solving, technical support, routine advice and/or guidance to my staff personnel concerning the operation of the electronic scanning devices, staff assignments, and design implementation. - Diagnosed store display fixtures and equipment issues and replaced/repaired system components.- Work required strenuous physical exertion such as climbing tall ladders, lifting heavy objects in excess of fifty pounds, and crouching or crawling in small work areas.- Worked independently managing my staff and projects, under the direction of an Assistant Store Manager and the Store Manager.- The end results were excellent displays of merchandise and signage, properly priced products, and a happy staff.

- Editing for various commercial and corporate customers including editing on PepsiCo national MBA recruiting video and regional mall spots (i.e. NorthStar Mall, San Antonio). Worked under the direction of producers and directors, editing productions, problem solving production editing, operating computer based electronic video tape editors and other electronic video tape equipment.- End result was satisfied customers with professionally and creatively produced programs to meet their needs.

- Editor for industrial employee training videos for Southland Corporation and others.- Worked under the direction of producers and directors, editing productions, problem solving production editing, operating computer based electronic video tape editors and other electronic video tape equipment.- End result was satisfied customers with produced programs to meet their needs.

- Apprentice Editor - "Norman Rockwell's Breaking Home Ties" ABC "Hallmark Hall of Fame" TV Movie (broadcast 11/26/1987), with former Oscar winners Jason Robards and Eva Marie Saint. Work was on old style film editing equipment Moviola uprights and K-E-M flatbed editors. Duties were to precisely cut, label, and organize film and sound rolls by take into synchronized rolls; operate projectors; and assist the editor and assistant editor.- End result was a Thanksgiving Hallmark Hall of Fame made for TV movie.

- Assisted Tom on production editing of national, regional and local commercial spots for such as, and including Chili's Restaurants, Doritos, and TreeSweet Juices. Done on Steenbeck flatbed editors and on video in final post-production facilities. - The end result was professionally and creatively produced commercial spots.

- Daily prepared sets, picked up and returned all set items, furniture and props, driving large panel trucks for "Thompson's Last Run" CBS TV Movie (broadcast 2/16/1986 - starring Robert Mitchum and Wilford Brimley). - Position required working independently and with a team, good communication, problem solving, creativity, and stamina. - Work required strenuous physical exertion such as climbing tall ladders, lifting heavy objects in excess of fifty pounds, and crouching or crawling in small work areas- End result was a broadcast made for TV movie.