Summary of Professional Qualifications

Overall generalist experience and specialist roles in Microsoft Exchange and PeopleSoft Financials running on a Windows platform. Nearly 23 years of Insurance industry experience working with personal lines, commercial lines, and claims applications. Strong technical background with excellent troubleshooting skills. Experienced in deploying code using documented change management procedures and part of the rotating primary on-call support schedule.

Proficient in:

• Business & Technical Analysis
• Documentation
• Enterprise Security
• Project Management
• Enterprise Printing & Scanning
• Demand & Capacity Planning
• Customer & Client Relations
• Disaster Recovery
• Active Directory Security

Professional Experience

Desktop Support Technician
Sequoya Technologies Group, LLC
October 2009 – present

Senior Systems Engineer, Information Technology
Main Street America Group - NGM Insurance, Keene, NH
January 2006 – September 2009

Build and maintain over 300 physical and virtual network distributed servers, participate in key project design build, capacity planning, and implementation, deploy application code using change management control procedures, maintain Exchange Server 2003 environment with over 1750 mailboxes. Provide general troubleshooting and regular maintenance to maintain healthy server state.

• Provide project management support of development and new business initiatives, ensuring timely delivery of projects within budget, identifying and driving process improvements in order to gain workflow efficiencies.
Successfully designed, implemented and maintain three PeopleSoft Financials environments. Bare bones implementation of Financials 9 was implemented and fully functional in 6 months. Accounts Payable was implemented the following year and enabled us to sunset the CDS mainframe payment system. Established a performance tuning document to maximize database table structure and data fragmentation issues to decrease query response time.
• Recognized subject matter expert for Exchange administration; includes expertise in Outlook integration, mail flow issues, virus protection, and blocking extensive spam, spoofing, and anti-relay messages. Over 20 million dirty messages and viruses blocked since implementation.
• Exchange Server performance tuning and usage trend analysis reporting contributed to the successful migration of several remote office servers into our central data management center. This improved response time, administration overhead, and reduced hardware/license costs saving the company over $65,000.

Systems Engineer, Information Technology
Main Street America Group - NGM Insurance, Keene, NH
June 2000 – January 2006

Build and maintain the infrastructure that delivers e-commerce capability to the company.

• Coordinated the rollout of 85 network Multi Function Printers, implemented scanning and improved cross departmental workflow to reduce fax machine use, line charges and supplies. Realized over $50,000 in cost savings to the company on toner and paper supplies.
• Responsibilities in implementing a web based procurement system included overseeing requirements sessions, writing support documentation, contributing to the project design, working with users to define new business process workflow, managing project deadlines and deliverables, communicating project issues and risks with senior management and implementing change management.

Software Support Specialist, Distributed Technology Services
Main Street America Group - NGM Insurance, Keene, NH
June 1998 – June 2000

Tested application integration, purchased software and developed documentation to train employees. Specialized in hardware and software troubleshooting and kept applications running in a cohesive environment with limited downtime at peak efficiency.

• Developed a bi-monthly technology newsletter for the employee community; designed, edited and published the newsletter to bridge the gap between end user and Information Technology. Educating the user community on some of the most frequently reported Help Desk issues in a format that was friendly and informative created an increased comfort with field support and reduced call volume to the general Help Desk.
• Assign security permissions to file shares and folders and generate compliance reports to audit size, access, and unauthorized content. This allows us to reclaim over 20% in disk space.
• Led all Y2K application testing to achieve business continuity; includes developing the project plan, identifying affected hardware and software, testing for Y2K compliance and replacing all components that failed standardized testing. The company experienced no downtime due to the thorough testing and proactive upgrades.
• Joined the Help Desk call center to resolve issues over the phone and provide second level field support. Strong Office and Outlook skills enabled many issues to be closed without escalation increasing immediate customer satisfaction and reducing second level support.

Employee Communications Coordinator, Corporate Communications
Main Street America Group - NGM Insurance, Keene, NH
April 1992 – June 1998

Managed employee relations, reward and recognition programs, and charitable community outreach.

• Designed several employee recognition programs and managed them through communication, execution, and maintenance stages.
• Planned and executed a companywide, year-long 75th anniversary celebration.
• Established a yearly Health and Wellness fair.
• Contributed to the production of the yearly Annual Report.

Education & Development

• Hallmark Institute of Photography, Associate Degree in Photography and Business Management
• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Certified Database Administrator (MCDBA)
• Microsoft Certified Systems Administrator (MCSA)
• MCSA with Messaging Certification (MCSA plus Messaging)
• Time Management
• Microsoft Certified Professional (MCP)
• WebSphere 6.0 Certificate
• Citrix MetaFrame XP Administrator (CCA)
• Linux Administration Boot Camp