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Written by Carlton Colter   
Friday, 04 July 2008 07:59

Carlton E. Colter

Qualifications Profile

Solutions-oriented Network Administrator with proven success in the installation, administration, and support of a broad range of system and network solutions, ensuring functionality, reliability, and stability of corporate technology infrastructures.

  • Expert level of technical proficiency, with experience in LAN/WAN environments, network administration tools, and network services.
  • Exceptional communication and interpersonal skills, with deep experience providing training and support to end-users at all levels of computer proficiency.
  • Strong technical learning acumen; adept at mastering new technologies and adapting to existing corporate infrastructures, producing quality results immediately upon hire.
  • Solid problem-solving and troubleshooting abilities; prompt and diligent at resolving network, system, hardware, and software issues.
  • Excellent analytical skills, with a well-refined ability for identifying, planning, and supporting IT systems that directly support bottom-line business needs.

Core Competencies

  • Systems Analysis and Administration
  • Network Administration and Maintenance
  • Troubleshooting and User Support
  • Helpdesk Support
  • Hardware/Software Repair
  • User Training

Technical Background

Platforms: Windows NT/95/98/2000/XP/2003, Novell Netware, DOS
Tools: SQL, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook), Adobe Photoshop, HTML, SysInternals
Programming Languages: C#, C++, C, VB.NET, VB Script, WSH, Javascript, ASP, PHP, Tcl, PowerShell
Networking: LAN/WAN Administration, Active Directory (2000/2003), Exchange (5.5, 2000, 2003,2007), Remote Access (VPN & RDC), Network Administration Utilities

Professional Experience

mindSHIFT Technologies, Fairfax, VA 2001 – Present

Tier 2 Manager – Customer Care – Jul 2007 - Present
Provide consistent leadership, vision, technical advice, and direction to the Customer Care Tier 2 team to continually provide excellent support to mindSHIFT's clients. Perform in-depth analysis of skill sets and workloads to adjust the work load. Assist Tier 2 technicians in developing and delivering training to their peers and Tier 1. Administer and develop the Apropos IVR (Interactive Voice Response) system, call flows as needed. Administer Cisco Call Manager's integration with the IVR system.

Key Achievements:
  • Obtained the HDI Support Center Manager Certification

Enterprise Software Specialist – Internal Systems – Aug 2006 - Jul 2007
Utilize C#, ASP.Net, and VBScript to provide solutions for mindSHIFT Operations and support systems.  Develop and support solutions provided by the Internal Systems department.  Develop solutions for Microsoft CRM.  Assist team members with requirements building, integration methodologies, and how to make a tool useful to all of mindSHIFT.  Administer and maintain the mindSHIFT Domain. Utilizing Active Directory, providing user/group management and administration, group policy development, VBScript development, and program development to better assist mindSHIFT and mindSHIFT's clients. Administer and develop the Apropos IVR (Interactive Voice Response) system, call flows as needed. Administer the Cisco Call Manager server and its integration with the IVR system.

Key Achievements:
  • Customized Microsoft CRM screens and tables to better store customer information.
  • Programmed various quick solutions to resolve support issues:
    • CRMQuickFind:
      • A utility to quickly find a case by number.
    • CRMCaller:
      • A web-based integration between Cisco Call Manager and Microsoft CRM.
    • CRMWhois:
      • Whois domain integration with Microsoft CRM.
    • CRMQueueDisplay:
      • Display the Queue Name on Cases in Microsoft CRM.
    • CRMQueueMon:
      • Developed a Microsoft CRM Queue Monitor that polls the database and sends emails.
  • Wrote a bill consolidation process that analyzes the contracts in CRM and builds orders that flow to Great Plains to bill our customers.

Operational Engineer – Ops 3 – Sep 2004 - Aug 2006

Resolve difficult client issues often affecting multiple customers and companies. Administer and maintain enterprise-level multi-node Exchange 2000 and Exchange 2003 networks. Utilizing Active Directory, providing user/group management and administration, group policy development, VBScript development, and program development to better assist mindSHIFT and mindSHIFT's clients. Administer and develop the Apropos IVR (Interactive Voice Response) system, call flows as needed. Administer the Cisco Call Manager server and its integration with the IVR system.

Key Achievements:

  • Developed a web-based system for tracking Paid Time Off (PTO) days for the company.
  • Wrote a mail tester in C# to provide more detailed feedback when testing SMTP servers and POP servers.
  • Created Visual Basic scripts to automate numerous functions, including the manipulation of existing users, permissions, etc. Created logon scripts in Visual Basic to change local passwords and create shortcuts.
  • Worked on a team that deployed Cisco Call Manager to multiple mindSHIFT offices, integrated the Apropos and Cisco systems.
  • Customized Microsoft CRM screens and tables to better store customer information. mindSHIFT is currently migrating from Clarify to Microsoft CRM.

Technical Support Engineer – Customer Care – Jan 2001 - Sep 2004

Serve as primary point-of-contact between helpdesk support activities and all business arenas, focusing solutions on quality service to all clients. Administer and maintain an enterprise-level multi-node Exchange 2000 network, supporting over 3000 users across 145 facilities. Provide user/group management and administration, policy development, and VBScript development. Spearhead identification, diagnosis, and resolution of user issues with network connectivity, operating environments, systems, and software. Produce and maintained all helpdesk documentation, ensuring standardized development procedures.

Key Achievements:

  • Personally manage escalated and complicated issues, successfully and promptly identifying and resolving user issues to maintain strong customer relationships.
  • Prepare and deliver training to newly hired helpdesk engineers, ensuring proficiency with support techniques, troubleshooting methodologies, and organizational policies.
  • Received Excellent rating from Director of Customer Care performance evaluations, recognizing commitment to issue resolution as well as technical expertise.
  • Designed and implemented Apropos Call System application, enabling off-hours paging, log clean up and queue management, and external voicemail access, significantly streamlining support activities.
  • Created Visual Basic scripts to automate numerous functions, including user and contact creation, password resets, OWA enabling, list exports, and dial-in allowance, enabling reallocation of resources to proactive activities.
  • Successfully patched over 3000 workstations for MS Blaster worm, developing script to remotely patch systems, minimizing potential downtime due to spread of worm.

Various Clients - 2000
Consulting Technician

Retained on consultative basis to provide network installation and administration, system migration, and system support activities for clients of all sizes. Collaborated extensively with client teams to identify needs, determine requirements, and execute comprehensive solutions.

Key Achievements:

  • Participated in migration for World Bank Group, coordinating backups, imaging of new Dell-based systems, and troubleshooting and support to ensure seamless transition.
  • Recruited by Memphis Consultis to provide installation, configuration, and support of hardware and software for Time Warner’s RoadRunner service clients.
  • Awarded contract for relocation of MCI WorldCom systems, serving on 7-member team relocating over 600 systems, including backups, reconfiguration of network services, improvements to deployment scripts, and reinstallation of systems.

United States Army, Wurzberg, Germany 1998 – 2000
Computer Specialist

Ensured functionality, reliability, and stability of LAN/WAN network infrastructure, providing installation, configuration, administration, and support of network equipment and services, hardware, and software, including government proprietary systems.

Key Achievements:

  • Established operating instructions and processes aimed at reducing response times.
  • Successfully developed inventory for nearly 1100 line items, as well as creating database resulting in significant reduction in man-hours.
  • Served as primary liaison for Non-Appropriated Fund payroll system, conducting training in Time Labor Management System as well as providing support and troubleshooting.
  • Simplified inspection processes through strict adherence to organizational regulations, ensuring compliance with Army Audit Agency requirements.

Education / Training:

  • Associate of Arts in Computer Sciences – University of Maryland European Division
  • Currently enrolled at George Mason University in pursuit of a Bachelors in Information Technology

Certifications:

  • Microsoft Certified Professional (MCP)– Windows 2000 Professional
  • Microsoft Certified Professional (MCP)– Windows 2000 Server
  • Microsoft Certified Professional (MCP)– Windows 2003 Server
  • CompTIA A+ Certified Technician
  • CompTIA Security+
  • Certified Microsoft Office Specialist (MOS) – Office XP Master
  • HDI Support Center Manager
Last Updated ( Wednesday, 16 July 2008 13:31 )