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HENNEPIN COUNTY
Knowledge Alliance Technical Training
Center Golden Valley , MN
Micro
Tek Training
Center San Francisco , CA
Micro
Tek Training
Center Chicago , IL Crystal
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Carlie WALL
309
Allegheny Grove Blvd, Victoria , MN 55001 •
612-296-9876 • carlie.wall@abovepartechnologies.com
QUALIFICATIONS
SUMMARY
Experienced information technology manager
and engagement support professional with more than 12 years of experience in
both the public and private sector with proven ability to bring the benefits of
IT to solve business issues while delivering applications, infrastructure,
costs and risks.
PROFESSIONAL EXPERIENCE
ALLIED DIGITAL SERVICES, LLC
(04/10 – Present)
Worldwide information technology solutions provider.
IT Client Services Delivery Manager Roseville , MN
Certified ITIL V3
manager responsible for the delivery of critical IT services for a national health care provider with over 4000 end-users in 17
states, providing management
across multiple delivery towers (global service desk, network operation center,
hardware break-fix field service division, remote desktop management team) to
ensure performance goals and cost commitments are met. Accountable for overall client satisfaction
by managing customer relationships and business growth successfully while
maintaining financial performance of the engagement, including:
- IT service design and management
- Budget administration/profit and loss
management
- Statistical and narrative report
delivery
- Processing and delivery of monthly
service billing reports and invoicing
- Employee management including hiring,
mentoring, payroll and performance reviews for 4 direct reports and 30
dotted line reports
- Consulting technical staff in systems
analysis and applications planning
- Team leadership, coaching and mentoring
- Quality and Service Level Agreement (SLA)
assurance and Operational Level Agreement (OLA)
- Execution and maintenance of Statement
of Work (SOW)
- Change control management
- Risk management
- Strategic planning
- Business/IT alignment
- Transition management and deployment
- Multimillion dollar contract negotiation
- Account revenue and growth
- Vendor management
- Client relationship management
- Planning and facilitating project and
weekly touch-point meetings
- Preparing and presenting Quarterly
Business Reviews (QBR)
- Facilitation of end-to-end service
delivery with onsite and offshore operations
- Maintaining ITIL V3 service managed
environment
BOOSTER JUICE, LP (06/06
– 04/10)
International franchisor with over 200 quick-service
retail outlets.
IT Operations Manager Lake
Oswego , OR
Provide operations
management and IT support for in-house corporate infrastructure as well as
remote support for over 200 franchised outlets including:
- Support, program and deploy servers,
desktops, laptops, point-of-sale and network devices.
- Responsible for 24-hour
hardware/software break-fix support.
- Manage Windows 2003 servers including
Sybase SQL Data Warehouse server, web-based mail server, file print
server, and VoIP server.
- Procure data mining reports and basic
SQL queries, creating and scheduling electronic report delivery on Sybase
SQL Data Warehouse server; troubleshoot SQL data error messages.
- Successfully modify POS software to
fit franchisee’s needs.
- Responsible for disaster recovery
planning and daily backups.
- Support local area network (LAN) and
system security.
- Support Voice over IP (VoIP) phone
system. Maintain users and accounts.
- Responsible for all IT-related project
planning, vendor management, and deployment.
- Project manage development of
corporate intranet utilizing Drupal software with subsequent ongoing
support.
- Research and install anti-spam system,
reducing 99% of spam e-mails.
- Upgrade experience with Windows XP to
Government health care administrator with over 300
employees.
Senior IT Support Specialist /Team Lead Minneapolis ,
MN
Team lead
responsible for IT support department staff with 7 direct reports and 10
indirect reports, as well as maintaining MHP servers and 300 desktop users.
- Maintained weekly employee time sheets
and annual performance reviews.
- Ensured completion of projects as well
as liaison with various department managers and outside vendors.
- Prepared documentation and training
materials.
- Responsible for forensic security
scanning of all computer users to ensure user compliance and internet
usage policies including creating reports of all findings on a weekly
basis.
- Developed, implemented and ensured
compliance of information security policies and procedures for employees
and customers, as well as compliance of corporate private health
information (PHI) policies. Familiar
with industry regulations such as HIPAA.
- Performed and maintained
desktop/laptop imaging using Symantec Ghost.
- Provided Active Directory security for
users and group administration.
- Created new software catalogue/library
using Track-It application. Saved company costly fines by bringing
software licenses into compliance.
Proficiency with Track-It resulted in restructuring of
software/hardware inventory specialist positions, saving MHP $108,000
annually.
- Performed hardware and software
inventory control, gap analyses and purchasing using Track-IT database
tools and
- Provided VPN user setup and support.
- Worked with project management group
in implementing secure Tumbleweed point-to-point FTP transfers.
- Performed Change Management using ITIL
principles.
- Shavlik
patch deployment
NETRAPRISE SYSTEMS (09/02
– 08/03)
National firm providing help-desk support and field
service engineering.
Technology Systems Support Specialist Minneapolis ,
MN
- Desktop and patch management support
for various businesses.
- Troubleshoot and/or rebuild PCs or
servers as needed.
- Project management consultation.
SAPPHIRE TECHNOLOGIES (08/00
– 8/02)
IT consulting and staffing services.
PC LAN/Operating Systems Engineer Minneapolis , MN
Provided second
and third level server break-fix support for 6400 retail banking locations.
- Performed Active Directory account
administration.
- Monitored and maintained servers and
RAIDs.
- Maintained hardware inventory and
images of backup servers.
- Worked with IBM vendors to resolve
remote location hardware and software issues.
- Assisted network group to resolve
TCP/IP, DNS router and switch issues.
- Created contingency plan with disaster recovery group.
TECHNOLOGY
PROFILE
Operating
Systems: Windows 7, Windows 2000/XP/Vista , Server
2000, 2003, DOS.
Applications: MS Office Suite
2000/2003/2007 (Word, Excel, PowerPoint, Publisher, Visio), MS FrontPage 2000,
Macromedia Dream Weaver, Adobe Acrobat, Lotus Notes 6.5, Adobe Photoshop,
Symantec Enterprise Antivirus 10.5, pcAnywhere, Ghost, Sybase SQL, Active
Directory, VNC, LogMeIn, Zultys VoIP, Crystal Reports, Clarify, Track-IT,
Remedy, BMC Patrol, IBM Tivoli, ARCserve, Veritas, Apricorn, MySQL, Drupal,
Forensic Toolkit (FTK), Firefox, Internet Explorer, Tumbleweed. Shavlik patch
deployment.
Network
Protocols: TC/IP, DNS,
WAP, SAP, VPN.
Hardware: Dell PowerEdge servers; ISP level routers including Cisco, Linksys,
3Com, D-link, SonicWALL, Motorola, US Robotics, Siemens, 2Wire; IBM suite of servers;
Hewlett-Packard and IBM desktops; Toshiba POS systems.
EDUCATION
Technical
Courses:
ITIL V3
(Certified) Minneapolis , MN
Pixel Point
Software
Pixel
Point Certified Enterprise Professional Toronto , Canada
Key Computer
Services Forensic Technology Group Fort Lauderdale , FL
Certified Forensic
Computer Examiner Training
MCSE
Track-It
Administrator and Specialist
New Horizons Technical
Training Center Minneapolis , MN
Active Directory
for LAN Administrators
PRIOR
PROFESSIONAL EMPLOYMENT
Several positions
in law enforcement, correctional system and fire fighting, gaining interpersonal
skills and experience as a team player who works well with people and can be
counted on in any kind of situation.
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