Raymond Craig

38101 Metro Villa Court, Apt. 111H • Harrison Township, Michigan 48045

 Cell 586.203.8465 • [email protected]

Technically sophisticated IT professional with strong history of providing systems administration and technical support across various corporate, multi-platform environments. Exceptional background in customer service with a professional "desk-side" manner and a solid focus on end-user satisfaction. Outstanding troubleshooting skills with the proven ability to identify root source of and quickly resolve complex issues. Experience designing, building from the ground up and supporting complex, enterprise-wide IT infrastructures.

Systems Administration  / Leadership & Team Building  / Problem Resolution  / User Training & Support / Advanced Desktop Technical Support

 

Technical Consultant, HTC Global Systems, Inc  Troy Michigan 2006 – Present

Onsite consultant for Amerisure Mutual Insurance. Level II and Level III Help Desk Support Specialist involved in providing advanced hardware and software support to Amerisure’s end-user base and to first level Help Desk support staff. This includes but is not limited to Desktop applications including MSO Suite 2000 and 2003, IBM 3270 emulation packages and Windows 2000 and XP Professional. Besides these standard operating systems and applications numerous insurance industry-related applications are under support responsibilities. Additionally involved in the deployment and support of Amerisure’s enterprise-wide Citrix ICA Thin Client roll-out and upgrade to MSO Suite 2003.

Key Achievement:

§         As an on-site consultant works closely with Amerisure’s IT staff to ensure seamless support to the client’s end-users

 

Technical Consultant, Omnikron Systems, Inc  Calabasas, California 2004 – 2005

Served as onsite consultant for major client Anthem/Wellpoint. Served as Team Lead for several major technology implementation/upgrade projects. Coordinated project management lifecycle, from concept to completion. Built and led teams of up to 7. Interfaced with all levels of management and cross-functional departments, providing updates on planned changes to IT/security standards and delivering daily progress reports. Resolved issues and answered inquiries regarding newly implemented processes and systems. Provided training to all new IT employees.

Key Achievements:

§         Coordinated the upgrade to Windows 2K Professional for 2,500+ desktops across 5 campuses; led 7-member team in re-imaging and locking down of all desktops enterprise-wide.

§         Implemented standardization of call center desktop procedures, substantially increasing productivity through reducing number of help desk calls received.

§         Spearheaded re-imaging of 3 vital customer call centers using Symantec Ghost Solution Suite.

§         Led 5 member team in the deployment of Avaya IP Agent call-handling system across 3 call centers.

§         Successfully met “zero-defect” standards, implementing all upgrades and deployments with no resultant downtime or interruption to services..

 

 

Senior Systems Administrator, Internet Machines Corp, Agoura Hills, California     2000 – 2003

Charged with designing, building from the ground up, and providing support to enterprise-wide LAN/WAN infrastructure across 5 locations for this startup firm providing network processor and switch fabric solutions for high-speed carrier and Web-infrastructure equipment. Procured network and computer equipment, building relationships with vendors to facilitate cost-efficient purchases. Reported to IT Director, gathering information and delivering updates on status of ongoing projects. Prepared and maintained technical documentation.

Key Achievements:

§         Provided key support to IT Director in developing and implementing all IT processes and procedures.

§         Personally designed, developed and administered corporate LAN and data backup policy.

                       

Senior Systems Administrator, Alcatel Internetworking, Calabasas, California 1996 – 2000

Charged with oversight of corporate IT infrastructure. Developed and updated comprehensive backup and security strategy to ensure integrity of corporate data. Deployed upgrades and enhancements to IT infrastructure. Coordinated deployment and support of laptop packages for field-based sales team. Served as Lead Technician for corporate engineering test laboratory, with full accountability for installation and testing of server hardware and operating systems.

Key Achievements:

§         Established security standards for remote computing environment utilized by 1,300 field users.

§         Served as Team Lead in migration from Novell 4.11 and 5 to Microsoft NT4.0 server platforms across LAN/WAN infrastructure.

§         Recognized need for and implemented several upgrades to ensure company remained on the cutting-edge of technology including full transition to TCP/IP and DHCP protocols.

 

Information Center Specialist, SunAmerica Inc  / AIG, Century City, California 1993 – 1996

Provided hardware and software support to client base of over 900 users. Administered user database in Netware. Delivered remote and “desk-side” support to corporate end-users. Installed, configured and updated hardware and software for user workstations.

Key Achievements:

§         Provided key support in the installation and configuration of IT infrastructure for new corporate office.

§         Spearheaded development and implementation of new call center procedures that reduced response and problem-resolution times at the end-user level significantly.

 

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Prior experience as Senior Customer Service Representative and Senior Field Service Engineer, providing support for various computer hardware and peripheral systems.

 

Certifications:	Dell OpenManage Network Management Server, Novell NDS Master Series, UCLA Extension Series – Microsoft NT Server 3.51
Platforms:	Windows 9x/NT/2K/XP, Novell Netware, DOS
Tools:	Microsoft Office (Word, Excel, Outlook, PowerPoint), Attachmate 2000, Rumba, Citrix Metaframe/Winframe, Avaya IP Agent, Nortel Symposium Client, FileNet Image Veiwer, Symantec Ghost, Norton AntiVirus, Marimba, Remedy, Altiris Systems RapiDeploy, Microsoft Management Console (MMC), Intel Netstructure VPN.