Jeffrey P. Coons
5614 Berry Creek Circle Raleigh, NC 27613 JCoons@nc.rr.com (919) 449-2616

Experience:

IT Support Manager
SunTrust Financial Raleigh, NC 11/04-Present
• Managed team of support technicians for IT merger of CCB branches and financial lines of businesses over to SunTrust banks
o Evaluated support technician skills in order to strategically match skill sets with skill needs at each site
o Communicated with customer executives to prioritize sites based on customer needs, provide progress reporting, and strategize on processes to be least disruptive to core banking business
o Coordinated resources to meet or exceed expected timelines
• Developed a database to track and manage all hardware, software, and products used in merger
• Built, supported and tested all new IT products brought by merger
• Installed and configured servers, workstations, printers as well as proprietary financial institution hardware
• Logged and reported all expenses, mileage, and purchases incurred during project
• Traveled extensively approximately 1500+ miles a week

Mobile Server Analyst
Siemens / Cigna Healthcare Durham, NC 10/04 – 11/04
• Developed a database to track and report daily progress, issues and solutions
• Built and pre-imaged IBM desktops for migration of XP OS
• Supported migrations, data backups, and restores
• Coordinated daily server setup and breakdown

Server Technician
Siemens / Becton Dickinson Biomedical Durham, NC 9/04 – 10/04
• Built Dell Poweredge 2650 servers for upgrade and remediation
• Configured user profiles, imaged new servers using proprietary software
• Participated in team strategy sessions for improved process management

Project Coordinator / IT Support Engineer
Hewlett-Packard Wachovia Email Migration Project Richmond, VA 09/03 – 08/04
• Site manager for the Richmond Corporate branch of Exchange to Lotus Notes Email migration project
• Assisted, planned and tested integration of new email and server functionality
• Liaised between the Hewlett-Packard, Wachovia, and KForce project mangers to coordinate staffing and deployment of the migration process
• Created, proofed, and implemented documentations for project management
• Performed as “Project Trained Engineer” to lead team of Desktop Engineers in performing scheduled work
• Troubleshot all process, and software compatibility issues, utilizing regression testing methods
• Migrated over 6,000 email accounts in a 3 month period
• Responsible for first and second level support of all user’s hardware, software, and email issues following migration
• Responsible for all PDA email issues and resolutions

Lead Support Analyst
Capital One End User Support Richmond, VA 09/02 – 09/03
• Responsible for work order administration and performance
• Coordinated and performed all work order operations for 8 sites in the Capital One Group
• Delegated duties for team of work order consultants / performers
• Worked inter-departmentally to develop documentation and training for team of 50
• Collaborated with XP migration team to produce solutions and records in response to the issues encountered migrating from NT Server and Server 2000 rollout
• Assisted with Active Directory Implementation from a Novell based network
• Responsible for asset management, controls, and procurement
• Provided 2nd and 3rd level support for migration of all Microsoft OS platforms using Novell to Windows XP running active directory networking infrastructure
• Provided support for mobile devices; Cisco wireless networking, RIM Blackberry and PDA devices
• Part of data recovery team that used Veritas Vault tape backup system on a Windows 2000 server platform
• Supported migration project from Lotus Notes to Domino / Outlook system
• Exceeded SLA requirements and assisted other sites in meeting or exceeding theirs by following up on orders, consulting reports, regular check-ups on volumes, and moving staff from one area to another


Senior Software/Hardware Integration Field Consultant
Department of Motor Vehicles, Richmond, VA 06/01 – 09/02
• Technician responsible for second and third level support including:
o Providing on site support for over 500 users in the company's Novell Client Server environment spanning the entire state
o Rebuilt Servers migrating software and operating systems when necessary
o Providing high level support for network through analysis
of existing systems, connectivity issues, and equipment failures
o Developing clear and concise problem resolution documentation
o Providing in-depth technical recommendations to various departments for review and procurement
o System imaging and data retrieval utilizing Norton Ghost and Ghost Explorer
o OS migrations from Win 3.x/9x/ NT/2000/ME/XP
o Support for migration of all servers from Microsoft OS platforms using Novell to Windows XP running active directory networking infrastructure
• Extensive traveling approx. 4,500 miles per month


Senior Installation and Repair Technician
Department of Motor Vehicles, Richmond, VA 09/00 – 06/01
• Technician responsible for first and second level support including:
o Network installation, maintenance, and repair from cabling to user configurations
o Install all hardware devices for LAN Token Ring and Ethernet network rooms including CAU's, LAM's and MAU's
o Cable conversions: Coax - Type 1 - Cat 5
o Resolving LAN connectivity problems for computers and peripherals using LAN CAT, Fluke meters, and diagnostic soft ware packages
o Desktop troubleshooting software and hardware
o Inventory control and surplus production
o Image creation for PCs utilizing Windows environments
o Upgrades for existing systems; memory, drives, boards, cases, and peripherals

Software Used: OS: Windows 3.x - XP, Marimba Channel Manager, PowerQuest, VPN software, Clarify, Lotus Notes, AT&T Global Dialer, VTC, Lotus Notes R4-R6, Equant Dial Manager, Unix Emulators, PC Anywhere, Entrust, , Novell Netware Client, Visio, Norton Ghost, MS Project , Word, Excel, InForms, Power term, NAL, Host Access, Madge Network programs, Power Term and Hummingbird Terminal emulators, Vinassist, GroupWise 5.2-5.5, Novell InForms, Madge Network support programs, VNC, Magic Service Desk support program, Norton Ghost, NT, PC Anywhere, MS Office 200x, Adobe Photoshop 5.0, Flash 5, Dreamweaver 4 and proprietary software packages

OTHER EMPLOYMENT:

Business Systems Consultant
G&T LLC, Richmond, VA 1999-2000
Contracted for planning and implementation of all technologies for small Peer-to-peer network
General Operations Manager
DeFazio's, Richmond, VA 1997-1999
Responsible for daily operations of highly successful and fast paced business and staff of 45
General Operations Manager

EDUCATION:

J. Sergeant Reynolds, Richmond, VA 1998-2000
Business Systems Major
Santa Fe Community College, Gainesville, FL 1990-1992
Business major
Knowledge One, Richmond, VA 1999-2000
MCSE training
Additional Course works: A+, Network +, Unix +, Visual basic, Novell applications, NT, Windows 2000, Networks for business, MCSE, PC maintenance, Micros, POS, and MS Office