Michael Forkner is an IT manager with over 20 years of experience in roles including desktop support, network administration, software development, and hardware maintenance. He has a proven track record of successfully managing projects while meeting tight deadlines and quality standards. Some of his accomplishments include creating a remote help desk system, implementing extensive documentation, and migrating a company's web hosting with zero customer impact. He is skilled in troubleshooting, software configuration, and strengthening cross-team collaboration.

1. MICHAEL FORKNER
Raleigh, NC – 27606 – 919.521.3339 – michaelforkner@gmail.com – www.linkedin.com/in/michaelforkner
IT MANAGER
IT MANAGEMENT ~ PROJECT MANAGEMENT ~ DESKTOP SUPPORT
Software Configuration
Network Administration
Technical Troubleshooting
Software Requirements
Software Development
Server Optimization
Cross-Team Collaboration
Hardware Maintenance
Analytical, highly adaptable professional with a broad range of IT experience,
including desktop support, network administration, software coding and
hardware/software systems support & maintenance.
Accomplished leader skilled in building and strengthening relationships across
functions to drive cohesive, strategic operations.
Skilled troubleshooter continually focused on identifying, isolating and resolving
technical issues.
Strong track record of successfully managing multiple projects, while adhering to
tight timeframes and strict quality requirements.
BENCHMARKS & MILESTONES
 Created and implemented an effective Help Desk Remote Support System, providing extensive support to
employees and end users at 600+ pharmacies.
 Developed and implemented an extensive documentation plan for all software applications, server hardware,
operating systems and network, as well as procedures for proactive hardware/software monitoring, network
performance and security improvements and disaster recovery and contingency plans.
 Successfully sourced, implemented and migrated to a new web hosting and development service provider, with
zero impact to customers during the transition process. Managed project to create design specifications for new
Mutual Drug ordering website and CSOS, which drives over $1 Billion in sales annually.
CAREER PROGRESSION
NC MUTUAL DRUG WHOLESALE  Durham, NC 2006-Present
IT SYSTEMS AND WEB SERVICES MANAGEMENT
Overall management services for both IT Systems and Web Services for the company, including network
administration, server management, website development, systems training, IT purchasing and automation software
design/coding. Design team lead for both public and internal company websites. DEA liaison for Mutual Drug and
600+ pharmacies, CSOS compliance subject matter expert, Board of Pharmacy subject matter expert (NC, SC, VA).
 Desktop Support: Create and implement a Help Desk Remote Support System to assist internal Mutual Drug
users and end users at 600+ pharmacies. Responsible for overall project management including development,
configuration, implementation and software training for support staff. Provide extensive employee training,
focusing on internal & remote support tasks and the night Ops IT support team.
 Web Services Management: Provide overall project management services for the process of sourcing a new
web hosting and development vendor through a hosting transition plan to handle migration, load testing,
contingency and QA. Develop document specifications to assist with development of Mutual Drug’s new
ordering websites and CSOS signing application.
 Server Management: Manage and maintain a variety of mainframes and servers, server builds, MS Active
Directory Maintenance and network maintenance services. Server builds, configuration, maintenance, failure
root cause analysis and application of resolution.
 Project Management: Built and maintained an Order Desk order aggregation system, including server,
software, software modifications, dial-up modem bank, SAMI modem bank, IVR modems and FTP server.
CDI / IBM  Raleigh, NC 2005-2006
TEAM LEAD LEVEL 2, NETWORK OPERATIONS (9/2005 – 8/2006)
TEAM LEAD LEVEL 1, MONITORING OPERATIONS, SOUTHERN COMMAND CENTER (1/2005-9/2005)

2. MICHAEL FORKNER – PAGE 2
CAREER PROGRESSION (CONT.)
Provided performance management, training and support for daily activities of Level 2 and Level 1 team member
activities. Oversaw network monitoring, network recovery, troubleshooting and installations, as well as Email and
domain administration on Novell, MS Active Directory and Linux servers.
 Network Monitoring & Recovery: Utilized various tools (including monitoring, ping, trace route, demand poll
and LMI status) and collaborated with various support groups in order to identify problems and determine
potential solutions to network performance problems, including deterioration, interface and device malfunctions.
 Software Configuration: Provided software configuration services for the Aventail Connect product, including
troubleshooting, installation of product and configuration files.
 Troubleshooting: Oversawcreation of trouble tickets for issues, utilizing IBM application, and routing them to
the proper team member for prompt resolution.
EXECUTIVE STAFFING  Raleigh, NC 2003-2005
DATABASE DEVELOPMENT CONSULTANT
Managed software design, coding, database design, database administration and software
configuration/maintenance services for Nodell, Glass & Haskell, a leading law firm specializing in the areas of
foreclosure and bankruptcy. Provided Advanced WordPerfect 11 Merge coding services.
OMEGARESOURCE GROUP  Raleigh, NC 2002-2003
SERVER ADMINISTRATOR & DESKTOP SUPPORT
Network administration services for Novel 5.x-6.x servers, as well as administration of Lotus Cc mail email servers.
Software and hardware maintenance services, including software rolls outs and support, desktop support, computer
hardware and software installations. Administered hardware test systems utilizing Lab View for electronic devices.
ALLTEL INFORMATION SERVICES  Raleigh, NC 2000-2002
NETWORK ADMINISTRATOR
Managed network administration services for a Novell 5.1 network on a LAN/WAN platform, serving an average use
population of 1800+ including desktops, laptops and Palms. Provided Help Desk level II & III support for a wide
range of internal applications, software roll outs, data migration, upgrades, troubleshooting and repairs. Designed
and developed relational databases for Wireless and Wire line applications, utilizing Access and Fox Pro.
DELPHI DELCO ELECTRONICS SYSTEMS  Kokomo, IN 1997-2000
INFORMATION SYSTEMS SITE MANAGER
Provided instrumentation software development services, using Visual Basic and LabView, for airbag deployment
and passenger restraint systems components, impact sensing, measurements and documentation. Worked as a
member of a team to successfully develop and build a Clustered Super Computer for Algorithm group.
NATIONAL AUTO EXCHANGE  Kokomo, IN 1993-1997
OWNER
Managed all aspects of design, coding and support for vNET virtual inventory software for auto dealerships.
Responsible for recruitment, training and performance management for up to seven employees. Provided project
management services, including project development and implementation, for a variety of projects, including Office
Suite software training, hardware & software troubleshooting & repair, upgrades and installations.
TECHNOLOGY PROFICIENCIES
Operating Systems
/ Software:
MS Active Directory, Windows software, Mac software, Microsoft Exchange, Microsoft
Office, Novell NMS, CSOS, Lotus CC-Mail, IBM ManageNow!
Hardware: MS Server 2003-2008, HP 9000, A/S400, Novell 5.x-6.x, Away, SQL, Order Desk, FTP,
Linux servers, Android OS
EDUCATION AND CERTIFICATIONS
Cisco Certified Network Associate (CCNA) – 2011
Certified Novell Administration (CNA) - 2001
Lab View Certification – 1998