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12345678910111213141516Resume 2Kevin Swanson123 Mission dr Palo Alto, CA 94303 OBJECTIVE A position to support personal computer end users and/or direct, establish, plan and implement the policies and procedures that support an organization's personal computer and networking support services. SKILLS
11/1998 - 2/2001 Independent Management Consultant Consult businesses on effective managerial practices such as interviewing/hiring, goal setting and employee retention. Performed project management functions in IT related areas such as rollouts and upgrades. Pre and post sales support, presentation skills and marketing. Also consulted on maximizing technology use. Projects included Windows NT to Windows 2000 migrations, global rollout of public access Internet kiosks and custom IT consulting service sales. Southwest Services, Inc., Santa Rosa, CA 4/1996 - 11/1998 Technical Support Manager Responsible for recruiting and managing regional technical support group. Supported Microsoft based application, email and print servers, desktops computer systems and peripherals. Reduced employee turnover by 80 . Designed, tested and implemented standard corporate desktop and server structure. Evaluated and set corporate hardware and software standards. Established support process and escalation procedures. Performed capacity planning and infrastructure analysis. Created a test environment and procedures to verify the feasibility, usefulness and effectiveness of new products and processes. Established support procedures and service level agreements. Set corporate technical guidelines for network infrastructure. Managed vendor relations and contracts. Thomas, Jones and Associates, Oakland, CA 3/1995 - 4/1996 Systems Consultant Serviced external client in a technical and managerial capacity. Managed and assisted an independent support group of four. Supported over 400 developers in an Unix and Microsoft environment. Extended the longevity of network equipment. Created a test environment to implement a standardized desktop for developers. Provided proof of concept for migration of network to Windows NT 3.51. Migrated facility from an OS2/Lan Manager to Windows NT networking environment. Streamline workstation installation process. Digital Advance Corporation, Sacramento, CA 1/1993 - 3/1995 Systems Consultant Designed and implemented an integrated standard GUI based desktop and network infrastructure for four facilities consisting of 2200 personnel. Also managed in house support group. Redesigned network infrastructure and increased network performance by 25 . Stabilized network environment lowering the necessity for full time support technicians. Evaluated and selected a standard hardware configuration for 2200 users across four facilities. Created and managed test environment to obtain ISO 9000 certification for the computing environment. Performed testing to substantiate proof of concept for migration of desktops and servers to a Microsoft based networking environment. AllStar Solutions, Atlanta, GA 9/1991 - 3/1993 Programmer Created custom data manipulation programs in Assembler and PL/1 in an MVS environment in the direct mail industry. Utilized Group-1 and Pinnacle software to perform carrier route sorts, merge/purge and address correction to provide postal discounts to corporate direct mail customers. Created an online access system to remotely submit batch programs and then be informed of notices at given checkpoints. This enabled programmers to be readily available to fix problems without needing them on-site unnecessarily. Cross-trained operation staff in customer service duties for backfill during busy periods. AllStar Solutions, Atlanta, GA 7/1989 - 9/1991 Shift Supervisor Supervised shift of computer operators, printer operators, tape librarians and shipping clerks in a direct mail environment. Hired and trained interns and performed quarterly performance reviews. Determined and incorporated production enhancements. Yearly-improved production by 10-15 by automating shipping process. Decreased employee turnover by 30 . Designed and implemented an employee growth program. AllStar Solutions, Atlanta, GA 9/1985 - 6/1989 Computer Operator Ran batch applications in an IBM DOS/VSE and MVS mainframe environment. Assisted programmers in implementing program enhancements. Trained junior operators effectively running an operations center. Also performed duties in the tape library. The Delta Group, Atlanta, GA 6/1985 - 9/1987 Computer Operator/Communications Consultant Part Time Designed NetWare and IBM networks for telecommunication customers. Ran applications from central office to monitor telephone calling patterns and generated reports used to determine areas of telephone/data transmission improvements for cost savings. Benton Bank and Trust, Atlanta, GA 1/1984 - 6/1985 MIS Systems Clerk Internship Managed an Information Systems library where financial and technical periodicals and reports were kept for review by senior management. Evaluated financial applications for suitability and ease of use for managers. Designed training materials for applications selected. EDUCATION
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