RONALD RICHARD GRIFFITH
434-688-0292 .
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Profile:
Accomplished team leader with experience in managing the technical support and resolution of problems affecting business infrastructure and its clients.
Experience Summary:
|
Over 15 years of IT experience |
Budget planning and expense control |
Selected Accomplishments:
Created database solution for sending and receiving client data providing tracking tools, data manipulation, new delivery methods, statistics and reporting tools. Result: Ease of administration, expanded target market, increased sales volume, integration into HR software, improved efficiency, and 20% improvement in speed of delivery.
Reorganized product support department by developing an intranet with an online knowledge base of solutions with flow charts. Result: Increased first call resolution 90%, increased over all call volume and decreased client callbacks.
Reorganized PC support department by implementing centralized network management tools allowing remote desktop control and software distribution. Result: Increased efficiency, reduced problem resolution time from hours to minutes, and eliminated $35K position.
Implemented lab for pre-production testing of new systems developed by in-house programmers. Result: 95% reduction in downtime caused by new systems or processes placed into production without proper testing.
Independently developed solution to ongoing problem related to integration of software with current HR process of IKON Business Solutions. Result: Acquisition of $1MM client for major background screening organization.
PROFESSIONAL EXPERIENCE
Green Frog Graphics
Owner/Graphic Designer
Managed all aspects of the business and utilized one administrative assistant.
Independent graphic designer and print broker to business clients large and small.
Designed printed collateral such as business cards, marketing toolkits, brochures, billboards, kiosk, trade show displays etc.
Offered Technology Consultant services to clients to improve there knowledge and use of technology related to the needs of their business plan
Created websites to resemble printed theme with administrative backed for clients to update and keep current
Largest Client: Martinsville / Henry County Activate Program
Bright Idea Graphics
Graphic Designer
Design and broker printing of printed collateral such as Brochures, Rack Cards, Postcards, and business cards.
Designed the local Patrick County, Carroll County tourism brochures
Forsyth Medical Center
Data Analyst Specialist – Central Processing
Performed analysis of current systems and procedures
Implemented technology to increase production to meet needs
Training of personnel on all new systems and there use.
Flagship Capital Services Inc
Network Engineer
Managed Windows 2000 domain consisting of approx 260 nodes, Oracle 7 database, 5 Compaq servers and 2 Sun Microsystems.
Implemented remote desktop support software to handle help desk calls
Implemented Ghosting software to deal with high employee turn over rate of call center
Aided in the migration from Novell to Windows 2000
Implemented Emergency recovery and Daily backup systems
Hire Check Inc
Senior Operations Analyst
Managed a team of 3 direct reports and 20-25 indirect reports (programmers).
Liaised between IT management, Executive Personnel, and clients ensure needs were met.
Analyzed current system components including data flow, and defined the systems and inputs required to map out a technical solution.
Worked with network administrators and programmers to build and implement network solutions.
Drew detailed design documentation for the system, using suitable charts and diagrams, to ensure complete understanding.
Researched, analyzed, and implemented new or improved systems, applications, and processes to increase efficiency and productivity or to adapt to new requirements and address all integration and compatibility issues.
Tested new information systems designs and rectified design problems as necessary.
Created reports for cost justification on any suggested process and/or system.
Interviewed end users in regards to their use of systems and designed changes that promoted or improved ease and efficiency of use.
Supervised the implementation of new system changes and applications.
Created policy and procedures for all new and/or changed existing systems and applications
Performed staff training.
Help Desk Manager
Hired, managed, and trained a staff of 15 technical support representatives.
Developed and administered company intranet and online knowledge base.
Facilitated developers in bug fixes and solutions to specific software issues.
Assisted client’s IT staff in network configuration for software product communication.
Assisted sales department with onsite Q&A seminars, answering technical questions related to integration with their current system.
Wrote technical manuals and developed new policy and procedures.
Help Desk Associate
Provided all levels of onsite and telephone support for clients requiring technical assistance with software, network, or configuration issues related to the use of the Hire Check software
Created flow charts for solutions to known problems.
WebTV Inc
Senior Support Analyst
Handled all technical escalations that could not be resolved by level II technicians or below.
Provided training and supervision for technical support and customer service staff of 40.
Essential Edge Consulting
Owner/Operator
Setup small networks of approximately 3-100 computers
Managed staff of 2-5 technicians.
Provided training classes for small business
Built Internet and intranet sites for small businesses
Provided PC/Sever repair, installation, and configuration and technical support.