Director of IT Infrastructure Resume Format in Word Free Download

Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download

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

Download Resume Format