Bill Adams3050 Margaret Mitchell Dr.#43

Atlanta, GA 30327 678-571-1623

bearnatur@yahoo.com

PROFILEIT Manager with 10+ years experience, 7 years rolling out LAN Server/OS implementations, conversions, upgrades, and refreshes, including a proprietary, integrated web based management system, CMS webpage, intranet and Exchange for franchise firm, complete with documentation, classroom/office/online training and support. With outstanding interpersonal skills, adaptability, and a commitment to service excellence, I am looking for an IT Manager position to improve efficiency and profits while adhering to company goals.

PROFESSIONAL EXPERIENCETHE JUDGE GROUP (First Data) –West Conshohocken, PA (February 2015 – June, 2015) Director BI and Legal ReportingStrategic communications to effectively and proactively guide various VPs, PMs, Directors, and Managers while supervising the Cognos Level three support group of First Data. Direct and strategically plan the use of Cognos resources in Linux, AIX, and Windows Server Environments running Oracle, SQL and Neteeza databases with Motio Integrated Version Control, and CA Siteminder SSO. Consulted and advised on Business Intelligence projects expanding Cognos instances from five to eight with

DEV, QA, PROD, and DR environments while maintaining SLAs to various merchant services, operations, and reporting applications.

Quickly learned Clarity, ServiceDesk, and Cognos 10 infrastructure to plan resource use and help resolve production issues quickly.

Created and populated views in Sharepoint to easily track and audit resources for projects and proactively advise VP on business impact.

OPTUM360 – Atlanta, GA (December 2013 – November, 2014) Senior Application Support AnalystAssisted hospitals and medical offices with SaaS based natural language processing of medical records to automate ICD9/10 and CPT coding for prompt accurate billing to respective insurance carriers. Used various proprietary data analysis tools and webex to resolve and customize per client requirements.

INDEPENDENT CONTRACTOR – Suwanee, GA (December 2008 – December 2013)Support Analyst- Experis/Sage Software for Canadian small businesses running accounting software on Windows XP, Vista, Windows 7, Windows 8, LAN Server 2003 and 2008 via Webex, utilizing SAP CRM to document issue resolutions. Training North American franchisees on web based office management system on site or using GoToMeeting. Analyze current processes to enhance productivity.

JAN-PRO FRANCHISING INTERNATIONAL, INC., Alpharetta, GA (November 2005 –November 2008) IT ManagerManage daily implementations support for internal customers, sales and operations. Project Manager for the deployment of a proprietary web-based business management and accounting system. Responsible for overall design and implementation of corporate web site to facilitate corporate communications and funnel sales leads to local business operations. Administrator of Microsoft Exchange server and IT security for corporate systems and web site. Trouble shooter for remote office IT issues and corporate office computer and communications equipment. Coordinator IT resource and asset management for the organization by managing outside vendor relationships, negotiating discounts on hardware and software purchases, and tracking IT spending to budget. Selected Accomplishments Analyzed requirements and recommended strategic path for converting local franchise offices from a

QuickBooks plus Excel business management system to a proprietary web-based business management and accounting system.

Bill Adams678-571-1623

Created and implemented IT Quality Assurance policies for documenting and tracking of support issues, resolutions, and enhancement requests for over 90 offices across US, Canada, and England. Performed and managed QA testing process for application changes.

Prepared detailed written user manuals for proprietary business management and accounting system integrated with QuickBooks Pro and Enterprise. Created portfolio of standard reports used by all offices and provided ongoing assistance with custom query reports for individual needs.

Created classroom training modules for one hour or three day training, and provided on site or seminar training to personnel from all offices on the web-based business management and accounting system.

Enabled mail conversion to Exchange with calendar sharing while managing net increase in account volume 250 accounts per year.

Lead company focus group chartered to provide suggestions and feedback for company web site design. Analyzed and incorporated output from focus meetings which resulted in a well-accepted cohesive design that improved sales and market presence.

PRACTICEWORKS, Atlanta, GA (July 2003 – November 2005) Team Lead Orthodontic GroupSupervise, motivate, and train teams of up to ten technical support representatives to provide customer support that exceeds company standards for team and individual performance. Schedule team work hours to best handle 1800 calls per month. As Technical Support Analyst, liaison and test enhancements and fixes via SQL queries with quality assurance and development teams to escalate software defects and enhancements. Third level support that researches and resolves highly complex customer issues accurately and timely. Selected Accomplishments Rapidly promoted from Technical Support Representative to Technical Support Analyst, documenting issues

and testing enhancements and fixes via SQL queries, within 10 months, and then to Team Lead within one year.

Write and approve over 500 knowledge pages and change requests within standards for consistent and professional documentation.

Travel to customer locations as necessary to analyze and resolve critical situations promptly.

TECHNICAL CONTRACTOR, North America (February 1999 – May 2003)Conversion Specialist - CAREER MATCH CONSULTINGAnalyze and migrate over 2300 HP and IBM laptops using ICS Image Master 2000 and Ghost, while maintaining data integrity for King and Spalding law firm in Atlanta and Washington D.C.Laptop Team Lead – EDP CONTRACT SERVICESDeploy laptop upgrade using Microsoft OS and mail systems nationwide for MCI/Worldcom. Primary contact for site managers while ensuring 100% data transfer including e-mail. System Specialist (PT) – EXPRESS PERSONNEL SERVICESUpgrade workstation operating system using desktop imaging for Georgia Farm Bureau. Train new personnel on functionality of Microsoft based applications. Conversion Specialist - TEK SYSTEMSConvert email to Exchange and Outlook in 5 west coast offices of Regency Centers, migrating from Novell to Microsoft while upgrading workstation operating systems. Document standard hardware configurations and train key personnel. Travel 90% while implementing mail and server conversion.

LAWGIBB GROUP, Alpharetta, GA (1997-1999)Atlanta Regional LAN ManagerHands on administrator supporting over 500 users. Spearhead network conversion from Novell to Microsoft, including installing/configuring servers and workstations. Communicate with all levels of corporate hierarchy on national data management accountability. Selected Accomplishments Direct the migration of over 125 users in operating system upgrades. . Establish corporate confidence in MIS department by establishing standards and implementing process for

task prioritization.

CARREKER CORPORATION, Atlanta, Georgia (1996-1997)

Bill Adams678-571-1623

Customer Support AnalystProvide onsite installation and support of Image Retrieval, Transaction Research, and Fraud Detection solutions for banks and financial institutions.

EDUCATIONBACHELOR OF BUSINESS ADMINISTRATION in Management.Georgia State University, Atlanta, Georgia.CFS Continental Jacob Cohn Foundation Scholarship winner.Professional TrainingCIS Database Specialist and LAN Technician (2002) from North Metro Technical College with 4.0 GPA.