RICHARD CARTER

3711 Fairfield Drive

Carrollton, TX 75007
(214) 215-1925
TECHNOLOGY INFRASTRUCTURE SPECIALIST
Delivering Innovative Technology Solutions
PROFILE
Highly focused and motivated Information Technology professional with a proven r
ecord of developing and supporting successful technology infrastructure initiati
ves and solutions. Incorporates and integrates a wide range of applications and
technologies. Twenty years' of progressively responsible experience, repeated pr
omotions, and measurable accomplishments. Expert at troubleshooting diverse oper
ating systems, servers, and applications as well as supporting multiple Ethernet
and wireless networks.
* Driven to succeed and contribute, valued as a team leader and individual perfo
rmer, with exceptional training, certifications, and experience. Willing and abl
e to function in any role to insure project success and on-time delivery.
* Technically savvy and a quick study in emerging technology, able to quickly as
sess and utilize the appropriate response to meet specific needs of the business
.
CORE COMPETENCIES
Network and Systems Administration * Project Planning and Coordination * Vendor
Management
Infrastructure Development * Design and Implementation * IT Management
Data Recovery * Database Management * ERP Applications
Policy Planning * Budget Forecasting and Analysis
Root Cause Analysis * Telecommunications
Technical Troubleshooting
PROFESSIONAL EXPERIENCE
Securus Technologies Carrollton, TX 2009-2010
Technical Support Supervisor
Managed and supervised 12+ technicians supporting both internal and external cli
ents. Developed an effective cross-teaming environment with multiple departments
to streamline processes and procedures. Maintained a sharp focus on optimal sys
tem productivity and customer satisfaction as keys to business growth.
* Developed new process for Priority 1 outages in coordination with customer ser
vice and network operations groups increasing customer satisfaction 10%.
* Created client ticket score card to track repeat client issues resulting in th
e establishment of a Corporate Escalation Team.
* Promoted to Technical Support Supervisor in first 90 days for exceptional team
leadership and technical expertise.
* Authored trouble ticketing training guide enabling organization to increase re
sponse rate to 75%.
Perot Systems Dallas, TX 2008-2009
Technical Analyst
Provided desktop support to multiple clients while remotely troubleshooting syst
em, software, and networking issues. Trained clients in Microsoft Office product
s and identified and implemented opportunities for improvements in efficiency.
* Provided real-time Tier 2 support for domestic clients nationally as well as i
nternational customers located in Europe and Russia.
Northwood University Cedar Hill, TX 2007-2008
Information Technology Coordinator
Challenged with planning, implementing and maintaining a Windows 2000/2003 serve
r based campus infrastructure. Supervised team of nine technicians while managin
g a $250,000 IT budget.
* Completed the centralization of campus security monitoring from nine disparate
systems to one in six months.
Grace Outreach Center Plano, TX 2006-2007
Systems Manager
Conducted systems administration and managed all IT resources, hardware, service
s, and software applications.
* Managed new Teen Center build-out including planning of IT infrastructure, mat
erials acquisition, installation, and system configuration on a $10,000 budget o
ver four months.
LSA-Cleanpart, LLC Richardson, TX 2005-2006
Information Technology Manager
Administered IT infrastructure for centralized and remote locations including en
terprise servers, desktops, and wireless communications.
* Introduced Voice Over IP (VOIP) conference calling provider decreasing IT budg
et by 50% while eliminating $2,000 of monthly excess cell phone fees.
Affiliated Computer Services Dallas, TX 2001-2004
Sr. Network Operations Analyst
Provided customer network and support while collaborating with technology teams
on process improvement projects.
* Promoted annually for creating innovative projects and internal communication
methodologies.
Schering-Plough Memphis, TN Technical Assistant III 1996-2001
Maybelline Memphis, TN Office Manager 1993-1996
Philips Consumer Electronics (PCE) Morristown, TN Technical Support/Customer Ser
vice 1992-1993
HeadStart Technologies (PCE) Carson, CA Technical Support/Customer Service 1989-
1992
EDUCATION
Bachelor of Science, Information Technology Management
Christian Brothers University Memphis, TN
PROFESSIONAL CERTIFICATIONS
Microsoft Certified Systems Administrator (Server Management, Administration, Ne
tworking Essentials)
Microsoft Certified Professional (WinXP Support and Administration)
CompTia Net+
CompTia A+
TECHNOLOGY EXPERTISE
Client Server Tools: Active Directory SMS WSUS GPO Configuration VERITAS Backup
Semantic Client Security Cisco Clean Access Agent Terminal Services RDP SSH FTP
Nortel Call Nodes Manager Norton Ghost
Networking: LAN / WAN Administration VPN TCP/IP IPX Ethernet SNMP Cisco Router/S
witch Configuration Sonicwall Remote Access Configuration VMWare ESX Citrix ICA
Client Cisco VPN Proxy Master Shadow Taskbar
O/S Administration: Windows 9x/NT 4.0/2000/XP/Vista MS 2000/2003 Server MS Excha
nge Server MAC OS X Unix Administration
Microsoft Office: MS Visio MS Project MS Office (PowerPoint Outlook Word Excel F
rontPage)
Languages: C++ VB Unix Shell Scripting HTML
Monitoring Tools:,HP Openview Netcool Big Brother ORION
Trouble Ticketing: Peregrine Remedy Hummingbird Track-It
Databases: MS Access SQL 2000/2005