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DAVID BERIE (740) 704-2954

5182 Pyramid Falls Drive ~ Dublin, Ohio 43016 db988c96@westpost.net


SENIOR IT PROFESSIONAL
IT OPERATIONS MANAGER ~ TECHNICAL SUPPORT CENTER MANAGER / CALL CENTER MANAGER /
LEAD IT ANALYST
Results-driven and highly personable IT manager with recent ITIL certification a
nd experience in both in-house and consulting roles. Track record of success sp
anning startups, midsized companies, and Fortune 500 corporations such as Nation
wide Insurance, Goodwill, Time Warner, and Banc One. Proven ability to increase
system uptime and improve other metrics including problem resolution / trouble
ticket timeframe and customer satisfaction ratings. Collaborative manager accus
tomed to working with multiple teams to achieve goals.
TECHNICAL EXPERIENCE
Software: Power-user & troubleshooter for CentreVu Supervisor, TotalView, HP S
ervice Center 6.2, eCoach, Business Objects, Clarity, Hi Path Pro Center Observe
r, Mindjet Manager, Qfiniti Desktop, Genesys Solutions, CC Pulse - IVR, Ghost, V
eritas Backup Exec, Norton / Mcafee, WebTrends, BackOffice, Apple, Blackberry, T
ivoli Expert WebPlus / Full Client, Rumba, cc-Mail, Microsoft Office 2000-2007 (
Word / Excel / PowerPoint / Outlook / IE), MS Project, MS Visio, Adobe Acrobat /
Photoshop, Crystal Reports, Lotus Notes, SAP, PeopleSoft, RSAM, Remedy, Active
Directory.
Databases: Oracle (various), Microsoft Access, SQL, FoxPro
OS: Client / Server & Mainframe - Windows 9X / NT / 2000 / XP, UNIX, DOS
Networking: Understanding of TCP/IP, LAN, WAN, VLAN, WLAN, VPN, SMTP, DNS, DHC
P, ISDN, WINS, DMZ, Multicasting, and Access Lists.

PROFESSIONAL EXPERIENCE
EXPRESS CLOTHING
May 2010 -July 2010
IT Administration / Conversion Analyst -Dawson Resources
* Placed as a consultant with the technical support group of Express IT.
* Collaborating with desktop consultants during a corporate domain conversion. (
Limited to Express)
* Responsible for incident management and customer facing technical issues.

JP MORGAN CHASE
May 2009 - November 2009
IT Retail Access Administration / Lead Analyst -Teksystems
* Recruited from consulting firm and placed as a lead analyst of technical suppo
rt group for Active Directory, and Retail\Telephone Banking applications..
* Responsible for data analysis, and service request queue management.
* Responsible for application software conversion project within the Chase envir
onment.
* Work closely with IT staff to quickly resolve issues and ensure uninterrupted
operations throughout shift.
NATIONWIDE INSURANCE July 2004 - March 2009
IT Service Center / Operations Shift Manager
IT Service Center / Helpdesk Supervisor
IT Consultant
* Recruited from consulting firm and quickly promoted to management of technical
support for nationwide functions including Agency, Claims, Nationwide Service C
enter, Nationwide Insurance, and Nationwide Financial Services.
* Oversee Command Center and sustain high metrics in customer satisfaction, trou
ble ticket escalations, voice / web outages, and overall Service Desk operations
.
* Selected for cross-functional High Performance Team initiatives and task force
s.
* Play active role in major change management initiatives for IT Service Desk, s
uch as Enhanced Call Distribution project which greatly speeded response times.
* Responsible for maintaining ITSM best practices for daily operations, and appl
ication rollouts.
* Responsible for data analysis and real time adherence.
* Work closely with multiple IT teams to quickly resolve issues and ensure unint
errupted operations throughout shift. Involved in line of business PACs and emer
gency/disaster recovery processes.

PERFORMANCE MANAGEMENT ASSOCIATES INC. November 2000- July 2


004
IT Consultant
* Recruited based on prior client request (American Electric Power) to provide w
ide range of IT consulting services for diverse industry clients.
* Fulfilled interim in-house IT roles progressing from Network Administrator and
Senior Helpdesk Analyst to Manager.

CLIENT ENGAGEMENTS:
* NATIONWIDE INSURANCE: Provided supervisor-level IT, technical consulting. App
lication, active directory, and infrastructure support.
* STAR LEASING: Served as interim manager consultant and oversaw technical sup
port and troubleshooting for Windows NT, 2000, Migration of Exchange Server 5.5/
2000 and Active Directory, Citrix, and networks (point to point / frame relay).
* FIESTA HAIR SALONS CORPORATE: Provided Windows NT and 2000 Server technical s
upport and desktop support along with corporate systems administration.
* GOODWILL: Provided Windows NT and 2000 Server, support, and administration fo
r Ac. Advised on Desktop support for NT Workstation, 2000 Professional, and 98
for Goodwill Corporation.
* AMERICAN ELECTRIC POWER: Provided Windows NT support / administration for 100
-user Energy Trading division. Responsible for dispatching technical staff, Hel
pdesk, Data, and network support.
QUICK SOLUTIONS, INC. June 1997 - October 2000
Consultant
* Served as consultant for diverse industries, principally in technical support,
troubleshooting, and helpdesk roles.
* Developed particular expertise in system upgrades and system integrations / mi
grations.
CLIENT ENGAGEMENTS:
* AMERICAN ELECTRIC POWER, Corporate: Provided enterprise-wide technical suppor
t and troubleshooting for hardware and software applications (corporate users).
Coordinated migration for Y2K implementations for Windows NT servers / workstat
ions.
* THE WEB PEOPLE: Provided Windows NT network support for up to 100 web sites,
web developers, and website administrators. Handled new server builds, network
operations, network security and Website maintenance utilizing IIS, SQL 7.0, DNS
, WebTrends, BackOffice, and Microsoft Exchange. Provided Nokia firewall suppor
t.
* TIME WARNER COMMUNICATIONS MIS Department: Oversaw Novell and Windows NT-base
d network operations supporting 200+ users; built "ON-AIR" server for local broa
dcast.
* COLUMBIA GAS TRANSMISSION MIS Department: Provided Tivoli Server Desk Support
, network database file management, and security for 2,000 users, including trou
bleshooting for Expert WebPlus, Full Client, and other Tivoli applications. Pla
nned and managed migration from MVS mainframe to Tivoli. Provided technical sup
port for mainframe (VM/CMS), Insight/AIX, Windows NT, Novell NetWare, remote ser
vers, and workstations.
* BANK ONE CAPITAL / BANC ONE MIS Network Administration: Provided technical su
pport for Dean Witter users nationwide. Troubleshot computer / networking suppo
rt between OH and NY.
* NCS HEALTHCARE: Responsible for new builds and application support.
* OLSTEN / NEWFIELD PUBLICATIONS: Aided in Windows operating systems upgrades;
built / maintained Compaq DESKPRO system; provided technical / network support u
sing Rumba, cc-Mail, Access.
* AEROTEK: Provided technical analysis on Compaq, IBM, DEC, Acer, Digital, and
Mac hardware.

EDUCATION & TRAINING


Bachelor of Science (BS) Track (Presently Pursuing), Business Administration / C
omputer Management
Associate of Science (AS), Computer Science & Specialized Technology, Control Da
ta Institute
ITIL Foundation Certification

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