Marc Touri Resume 8 12 09
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Marc Touri Resume 8 12 09 Marc Touri Resume 8 12 09 Document Transcript

  • IT/Telephony Consultant / Analyst Professional Profile Information Technology and Telephony Support Analyst with over 15 years of experience providing leadership, management, training, and supervision specializing in data, telephony and networking. A detailed professional with expertise in planning, problem solving, documentation, and standard operating procedures (SOP’s) for teams and customers. Capably leads in team building, cross-training, and defining day-to-day business operations. Key Achievements Leadership and Team Building Developed comprehensive project goals and schedules by analyzing project teams' strengths and weaknesses (SWOT), identified problems early, and created and implemented effective solutions to keep projects on track and budget. Practiced an “open-door policy” with an atmosphere of learning and mutual understanding, and setting teams up for success. Consistently researched and identified methods and procedures to build stronger teams that were more productive, adjusting methods where needed. Designed goal-directed organizational structure and operational procedures that met an array of project objectives. Guided teams in strengthening our efficiency, and maintained a positive direction. Professional Development via continual self-improvement by staying current in new technology as it develops. Training includes a certification in Red Hat Linux and utilizing online training programs so this information may be shared with the team or department. Management Assisted in the creation and implementation of a IT support team in India, with over 25 employees. This included operational guides, area of support coverage, escalation procedure, and department contact list. Instructed project team with ticket closing procedures and customer follow up, streamlining and optimizing time management. Directed communication effectively to create and maintain strong customer relationships and retention. Created and distributed to team automated tickets through “remedy”. This supplied the department with actual data, for the first time, showing day-to-day tasks and performance, which aided Accounting in their billing, and was adopted immediately and still is in effect today. Training Provided classroom and one-to-one training in Unix System Analyst to a national team. This included documentation, test cases, and worksheets for testing, monitoring and analysis, resulting in standardizing training company wide. Created tools and training programs for project teams including safe secure remote monitoring and connections using VPN, SSH, Puty, SFTP, Filezilla. This included documentation, test cases, and worksheets. Collaborated with and cross-trained other departments to provide automated tracking of team/ departments productivity (Remedy System).
  • Professional Experience Software Guidance & Assistance – Call Center Consultant: Assist in system upgrades, client training, and development of (SOP’s), 2008. Countrywide – Senior Telecom Product Engineer: Level III support for new systems, expansions, and training, 2008. Vendor communication for resolving system issues or modifying system performance to meet our needs. 2005-08. HealthSmart – Technical Support Analyst: IBM AIX System Administrator, Prime Clinical Administrator, Level III support communicating with vendor to assist with resolving customer issues or application/system upgrades, 2004-05. Aspect/Melita Int – Senior Field Service Engineer: Provided new system installs, expansions, patching, and resolving customer issues. Also provided customer training customized to meet their requirements. Assisted in interviewing process for new dialer/system manager when requested. 2003-05 Education University of New Hampshire, Durham NH - Computer Science, Certificate Central New England College, Shrewsbury MA - Electrical Engineering, Course work Boston Art Institute, Boston MA – Art History, Course work Certifications Red Hat System Administration – RH133 SCO Unix Administration Motorola Six Sigma – Production analysis, statistical monitoring Affiliations Downtown Los Angeles Neighborhood Council Alzheimer’s Association Remote Area Medical American Heart Association Experts Exchange Marc Tuori Los Angeles, CA 90017
  • Phone: 310 748 7113 Email: HYPERLINK "" n HYPERLINK "" n _blankhttp://