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MANAGEMENT
OVERVIEW
PROFESSIONAL
EXPERIENCE
EDUCATION
/ TRAINING
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Danna Hethmon Home: (541) 895-9876
309 West Martin Road Mobile: (541) 525-61230
Creswell, OR 97001 Email:
danna@gmail.com
MANAGEMENT
OVERVIEW
Established
a 10+ year record of corporate accomplishments in the Information Technology
field supporting voice and data networks.
Accomplishments include planning, analysis, support, and supervision of
projects to improve: facility, data, and telecommunications networking
infrastructure, management’s access to critical performance data, employee
productivity, and service levels through identification of trends. Have broad analytical vision and can provide
key input to executive management to support corporate decision-making. Able to anticipate trends and implement new
ideas and approaches that solves problems.
Recognized as a hands-on leader and effective communicator who can
actively participate in total quality and team building programs.
PROFESSIONAL
EXPERIENCE
Server Specialist – Remote Windows Enterprise Support,
International Paper (07/09 – Present)
Provide
Windows Server (2000/2003/2008) support for the western U.S. and Canada for
approximately 130 application and infrastructure (domain controller, sms, file)
servers across 100 sites. Resolve help
desk tickets. Participate in on-call
rotation. Migrate new sites into the
International Paper network.
Server Specialist – Windows Enterprise Support,
International Paper (Robert Half Technology) (01/09 – 07/09)
Engaged
as a contract employee to assist in the configuration, deployment, and
migration of over 300 servers to integrate a new business unit. Responsibilities include imaging HP ML350
servers with the Windows 2003 Server software utilizing Symantec Ghost, joining
them to Active Directory, setting up file and print management, installing Backup
Exec and shipping them to the migration sites.
Participated in site migration to ensure network connectivity and
access, as well as installing all network printers. Provided remote server support when working
help desk tickets.
Director of Infrastructure – IS/IT, Primacy Relocation
(08/06 – 02/08)
I had
responsibility for global communications and facility infrastructure
(relocating and opening new offices).
Opening a new office included capacity planning/site survey, ordering
new voice/data circuits (primary/secondary) and local phone service,
acquisition, programming, and installation of a telephone system (Nortel PBX),
Valcom paging system, Siemens router, SonicWall firewall, HP data switches,
Windows 2003 server and Windows XP desktop installation, station and MDF
cabling, printer/scanner installation, and audio/video setup for the training
room. I managed vendor
relations/contracting, mobile communications (pagers, mobile phones, and mobile
email; Good Mobile Messaging by Motorola) and audio/video conferencing services
using Polycom and Codian bridges. I
managed an in-house project to install training room technology in four offices
with 31% savings. I led a project to
replace/upgrade the telephone and voicemail systems in our eight (8) U.S. offices. Unified communications (Nortel CallPilot) was
installed to bring voicemail and faxing to the desktop. I completed a successful proof of concept for
VoIP and was planning deployment prior to being laid off.
Director of Information Technology – IS/IT, Primacy
Relocation (08/03 – 08/06)
As a hands-on
Director, I led a staff of eight (8) employees (help desk personnel, support
specialists, network administrators and managers) with an annual budget of
$1M. My department was responsible for
the day-to-day as well as strategic direction of IT. The data network was comprised of 80+ servers
for 21 offices in 10 countries on 3 continents.
Network connectivity was upgraded from frame relay to T1 and further
secured by eliminating RAS access and installing SonicWall firewall devices to
provide VPN access/tunnels between offices and offices/remote users. Additional security measures were implemented
with the installation of McAfee and TrendMicro antivirus software. Network management was changed from Microsoft
NT to Active Directory and the Exchange email servers were upgraded from
version 5.5 to 2003. My team and I
provided on-site and remote support for the company, 24/7/365, via a
proprietary Help Desk system. The data
center was rebuilt to provide contiguous growth for the infrastructure and
application servers. A new Liebert HVAC
system was installed along with new fiber and Cat6 cabling. Same global telecommunications duties as
noted above under Director of Infrastructure.
Danna
Hethmon
Page 2
Sr. Sales Analyst – Sales Business Development, FedEx
Services (12/00 – 07/03)
I
was responsible for the administration, maintenance, and reporting for an
Automatic Call Distributor (Rockwell Spectrum ACD, now Aspect Spectrum ACD) for
the Inside Sales (and Customer Support) Department with a total headcount of
approximately 600 users in seven distinct operating groups. My administrative duties were MACs
(moves/adds/changes) for personnel, designing call flows including IVR
scripting, and determining system parameters.
Maintenance duties included toll-free/T1 ordering/installation, install
system patches and hardware/software upgrades, project management for large
group moves, and cable management. My
duties also included network administration for adjunct web (IIS) and reporting
(Oracle) servers. I was also the lead
for report development and administration (Crystal Reports). Responsible for training of agents and
supervisors for the ACD and all adjunct systems. In addition, I oversaw the administration for
Witness, a data/voice recording server.
Sr. Program Management Analyst – Customer Support
Operations, Customer Support Dept., FedEx
Express (12/97 – 11/00)
Recruited into
this position to lead a Best Practices Performance Metrics team to identify key
measurement indices and develop a new reporting system. Wrote several VBA scripts to capture DB2
screen data for input into a reporting database. Developed several reports (Crystal Reports)
for feeding data into the reporting system. Responsible for the administration,
maintenance, and reporting for an Automatic Call Distributor (Rockwell Spectrum
ACD, now Aspect Spectrum ACD) for the Customer Support (and Inside Sales)
Department with a total headcount of approximately 600 users in seven distinct
operating groups. My administrative
duties were MACs (moves/adds/changes) for personnel, designing call flows
including IVR scripting, and determining system parameters. Maintenance duties included toll-free/T1
ordering/installation, install system patches and hardware/software upgrades,
project management for large group moves, and cable management. My duties also included network
administration for adjunct web (IIS) and reporting (Oracle) servers. I was also the lead for report development
and administration (Crystal Reports).
Responsible for training of agents and supervisors for the ACD and all
adjunct systems.
Sr. Project Planning Analyst – Performance Analysis &
Reporting, Customer Service Forecasting /
MIS Dept., FedEx Express (7/95 – 11/97)
Generated call
volume forecasts for U.S. International and Freight call services. As the resource point for Customer Service
reporting, I would develop new reports and reporting methods as requested. Team lead for Best Practices Scorecard - a
weekly and monthly report detailing performance metrics for call centers
agents, supervisors, and call centers (approximately 450,000 daily calls for
2500 employees in 16 locations).
Sr. Information Planning Analyst – Performance
Analysis Team, Customer Service Planning Dept., FedEx Express (9/94 – 7/95)
Selected
to this newly formed team to strategically develop process improvements. Responsible for developing new reports and
reporting methods, as well as consulting on the appropriate use of all Customer
Service data. Represented Customer
Service at the daily Executive Review briefing.
System Administrator for the OCDM/CAMRT/QuiCap systems detailing
AT&T call accounting data. Automated
the manual collation of staffing models allowing more time to refine actuals vs
planned FTEs. Generated call volume
forecasts for US Domestic, International, and Freight call services.
Sr. Information Planning Analyst – ACD Group, Customer
Service Planning Dept., FedEx Express (1/93 – 9/94)
Analyzed customer
service processes specific to call flow routing and designed reporting
capabilities that advanced customer service efficiency for operations that
involved 450K calls daily, 2500 customer service employees in 16 customer
service centers. Instituted a new
scenario that more effectively tracked the different types of call volume,
which allowed the team to improve manpower planning.
Sr. Resource Scheduling Specialist –
Customer Service Planning Dept., FedEx Express (3/92 – 1/93)
Produced
daily staffing models for the U.S. call centers. Staffed the RMC (Resource Management Center)
providing first level support for all Customer Service issues. Dynamically routed call volume across FedEx tielines
to ensure each call center received an appropriate level of volume corresponding
to their actual staffing.
Danna
Hethmon
Page 3
Resource Scheduling Specialist –
Customer Service Planning Dept., FedEx Express (3/91 – 3/92)
Staffed
the RMC (Resource Management Center) providing first level support for all
Customer Service issues. Dynamically
routed call volume across FedEx tielines to ensure each call center received an
appropriate level of volume corresponding to their actual staffing.
Customer Service Research Assistant –
Expediting Data Center, Customer Support Dept., FedEx Express (7/90 – 3/91)
Reviewed
expedite invoices to ensure proper billing and payment of expedited
packages. Audited expedited package
movement to ensure approved procedures were being followed.
Customer Service Data Assistant –
Expediting Data Center, Customer Support Dept., FedEx Express (12/89 – 7/90)
Keyed
expedite package data into mainframe system.
Night Auditor – The Peabody Hotel (3/89 – 12/89)
Performed
night audit and front desk duties.
Reservations Agent – The Peabody Hotel (8/88 – 3/89)
Entered
hotel reservation information via telex, telephone, mail, or via sales staff.
EDUCATION
/ TRAINING
UNIVERSITY
OF MEMPHIS, Fogelman College of Business & Economics, Memphis, TN
B.B.A.,
Finance, December 1988
Telecommunications: Spectrum Call Center Administration, Basic
Telescripts Workshop, Total Recall Reports (Crystal Reports) Administration
(Modification and Interpretation),
Frontline Supervisor Training, Nortel Familiarization
Information Technology: Visual Basic, MCSE Core Classes (Networking
Essentials, Administering Microsoft Windows NT 4.0, Supporting Microsoft
Windows NT 4.0 Core Technologies, Supporting Microsoft Windows NT 4.0
Enterprise Technologies) and MCSE Electives (TCP/IP for Microsoft Windows NT
4.0 and Internet Information Server 4.0.), HTML, Sybase 10 Administration,
FOCUS, SQL/QMF, TSO, CMS, MS Access and Suite of MS Office products, MarketView
Data and GQL Certification, Programming Reflection with VBA
Management: 21 Laws of Leadership
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