Summary
Overview
Work History
Skills
Networkingexperience
Databaseexperience
Certification
Telecomexperience
Programminglanguagesexperience
Hardwareexperience
Timeline
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Benjamin Franklin McIver

Dunwoody,GA

Summary

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Overview

14
14
years of professional experience
1
1
Certification

Work History

Sr. Technology Analyst

Delta Dental
09.2020 - Current
  • This designation title was that of Senior Technology Analyst utilized the functional area of development, implementation, presentation, designing, troubleshooting and training
  • The applications and methodologies used were: SQL Server, Agile, DBVisualizer, Crystal Reports, Alvaria, Access, Office 365, Visual Studio, C#, Power BI, VBA, Interactive SQL, Tableau, and Scrum
  • Improve/best practices: Call out line and on boarding Employees
  • Periodically alignment of employees to complete work
  • Design: What if tool, Exception report, Employee Management, Employee, Segment, Email communication
  • Troubleshoot: Alvaria (any / all) incidents
  • Trending Analysis, Maintain: Telephony New Business with TFN, transfer Code and messages, daily monitoring of front line business, system upgrades/migrations
  • Training/Coaching: On boarding System, Demo of current system to consulting group, SME in vendor meeting for upgrades or migration.
  • Studied business functions and evaluated requirements to establish operational objectives.
  • Measured and reported on service-level metrics to streamline IT assessment.
  • Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
  • Brainstormed with interdepartmental personnel to drive continuous technical improvements.

IT Manager

Ken Stanton Music
06.2018 - 08.2020
  • Commencing this career path, the position of IT Manager was vacant for 1 year
  • The approach was to assess current business operations and processes and to revert from a waterfall to an agile approach to improve/best practices, design, troubleshoot and update business processes
  • To best achieve the amount of work needed, this process required aligning each of the sprints into the following categories and assumed the roles of Inventory Manager, Database Administrator, Telecom Technician, eCommerce Site Development, Network administrator and Data Analysis
  • Improve/best practices: As Inventory manager, updated all stock, made data driven decisions using inventory control and supply chain management
  • Software used was Innova to later help with a major upgrade
  • After this process was completed, logistical challenges were addressed and implemented corrective actions
  • This resulted in JIT decisions for unplanned events and analyzing stock levels for planned events
  • Design: As DB Manager and Data Analysis, completed design on door counter and inventory software, Troubleshoot: Network Administrator and SOC for all retail stores (remote)
  • Keepass, AD, DR
  • Update business process: As Telecom and Network admin, upgraded DOS based POS (Sage) to Web based POS (AIMsi) with training manual
  • MS Office software to Office 360
  • Product Owner: MI-Sales Trak, CRM.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
  • Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
  • Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
  • Oversaw daily performance of computer systems and immediately responded to priority and non priority issues to keep network up and running.
  • Improved network efficiency by implementing new server configurations and optimizing system operations.
  • Oversaw IT department operations and training.
  • Implemented robust backup strategies to safeguard critical data against loss or corruption, minimizing potential risks.
  • Created and terminated user's accounts from start to finish in business applications.
  • Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
  • Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
  • Delivered strategic guidance on technology investments by conducting thorough market research and presenting recommendations to senior leadership.
  • Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
  • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
  • Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
  • Interacted and negotiated with vendors, outsourcing and contractors to secure products and services.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
  • Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
  • Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
  • Guided organizational technology strategy and roadmaps.
  • Customized and repaired technology based on staff requests.
  • Demonstrated familiarity with latest hardware, software and networking technology.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Built, repaired and installed computer-related hardware based on deployment procedures.
  • Championed employee training initiatives focused on enhancing technical skills and promoting best practices across the organization.
  • Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
  • Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
  • Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency.
  • Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
  • Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Coordinated secure system access of users to various department systems and platforms.
  • Managed life cycle replacement of hardware and software.
  • Implemented and maintained technology and software budget.
  • Wrote strategic business plans outlining need for departmental information technology resources.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

Business Analyst

Access Holdco (Insurance)
02.2011 - 04.2018
  • Business Process Analyst
  • Throughout that process, promotions from eWFM (Scheduler, Forecaster, Tech) to Developer (CRM, Claims Phone Directory, Predictive Dialer) then adding role of Business Analyst (Claims, Customer Service, Predictive Dialer) to Business Process Analyst
  • With each matriculation, roles assumed were that of Product owner, Developer and Scrum Master
  • Improve/best practices: CRM, Dialer Configuration Design: Homegrown CRM, Claims Directory, Claims Assignor, specialized reports of applications and methodologies used (and proficiency gained) were: SQL Server, Agile, Crystal Reports, Aspect, Alvaria, Access, HTML, Oracle, MS Office, Power BI, Visual Studio, C#, VBA, Interactive SQL, Scrum, C++.
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Improved business processes by analyzing current practices and recommending optimization strategies.

Skills

  • 1&1 (IONOS) 3 Years
  • Amazing slow downer 2 Years
  • Aplos 2 Years
  • Architech 4 Years
  • Cisco Dial Out 2 Years
  • Clarify 4 Years
  • Digital Performer 3 Years
  • EWFM 8 Years
  • Finale 6 Years
  • Genesys 3 Years
  • Google Analytics 5 Years
  • Grammarly 5 Years
  • IEX Total View 3 Years
  • Lotus Notes 4x-5x 5 Years
  • Loyverse 1 Year
  • Microsoft Active Sync (Pocket PC) 4 Years
  • Microsoft NetMeeting 2 Years
  • Microsoft Office Suites up to 2002 (Word, Excel, PowerPoint, Access) 6 Years
  • Microsoft Outlook/Exchange 2 Years
  • Microsoft SQL Server 2002 4 Years
  • Microsoft TechNet 2 Years
  • Microsoft Visual Studio 5 Years
  • MS Dos 4, 6, 622 8 Years
  • Muse 5 Years
  • Net-Ops 5 Years
  • Norton/MacAfee Antivirus 5 Years
  • Novell Netware 51 4 Years
  • OBS Studio 4 Years
  • Office 360 4 Years
  • Office 365 5 Years
  • Oracle7 3 Years
  • OS 7, 8, 9 & 10 5 Years
  • PAL 3 Years
  • PC Anywhere 92-105 5 Years
  • Photoshop 3 Years
  • Pirch 98 3 Years
  • Portal 5 Years
  • Power BI 5 Years
  • Presonus Live 32 DAW 2 Years
  • Prism Studio 2 Years
  • Pro Tools 10 Years
  • ProComm 4 Years
  • Reflections for Unix and Digital 6 Years
  • RestreamIO 1 Year
  • Sage Intacct 1 Year
  • Sibellus 3 Years
  • SMS for Remoter Control 3 Years
  • STAR 2 Years
  • Streamyard 3 Years
  • Switcher Studio 4 Years
  • Tableau 5 Years
  • TCS 6 Years
  • Tivoli Management Framework 2 Years
  • Tomplay 3 Years
  • Zendesk 2 Years
  • Track-It 4 Years
  • VPN 3 Years
  • Web Case Support 4 Years
  • Windows 31, 311, 95/98/NT 4/2000/ME/XP,7,8,10 10 Years
  • WinZip 4 Years
  • Wix Studio 6 Years
  • WnSet (Application Portal) 3 Years
  • X32 Producer DAW 4 Years
  • Concept of Operations (CONOP) Design
  • Cybersecurity
  • Technical Writing
  • Systems Analysis
  • Project Documentation
  • Technical Analysis
  • Professional Demeanor
  • Code debugging
  • Network Maintenance
  • Data Collection
  • Project Management
  • Agile Methodology
  • IT Security Management
  • IT risk management
  • Technical reporting
  • Performance Tracking
  • Machine Learning
  • Information Security
  • IT Infrastructure
  • API Development
  • Big Data Analytics
  • Business Intelligence
  • Software Development
  • Enterprise Architecture
  • System Integration
  • Data Integrity
  • Hardware and software installation
  • Disaster Recovery Planning
  • Mobile Application Development
  • DBMS
  • Cybersecurity Expertise
  • IT Governance
  • DevOps Practices
  • Business Process Workflow
  • Operations Improvement
  • Teamwork and Collaboration
  • Problem-Solving
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Excellent Communication
  • Organizational Skills
  • Attention to Detail
  • Adaptability and Flexibility
  • Self Motivation
  • Time management abilities
  • Decision-Making
  • Effective Communication
  • Active Listening
  • Team Collaboration
  • Problem-solving aptitude
  • Reliability
  • Adaptability
  • Professionalism
  • Interpersonal Skills
  • Team building
  • Relationship Building
  • Analytical Thinking
  • Task Prioritization
  • Client Relations
  • Analytical Skills
  • Interpersonal Communication
  • Written Communication
  • Continuous Improvement
  • Goal Setting
  • Object-Oriented Programming
  • System Maintenance
  • Product Development
  • Time Management
  • Network Administration
  • Trend Analysis
  • Digital Transformation

Networkingexperience

  • ATM 3 Years
  • Audio Visual Connections 2 Years
  • DHCP 5 Years
  • DNS 5 Years
  • ISDN 4 Years
  • LAN 5 Years
  • SNA 4 Years
  • SNMP 2 Years
  • TCP/IP 5 Years
  • VOIP 5 Years
  • WAN 7 Years

Databaseexperience

  • DBVisualizer 2 Years
  • DBF Commander 2 Years
  • INFORMIX C-ISAM 6 Years
  • LOTUS123 3 Years
  • MS Access 8 Years
  • MS SQL Server 5 Years
  • ORACLE 8I, 9I 4 Years

Certification

  • Skillsoft⇒⇒⇒⇒ Perspective for Effective Business Analysis
  • Crely⇒ PSM 1 (in Process)
  • Skillsoft ⇒⇒⇒⇒ CompTia Security Fundamental Security Concepts
  • Six Sigma Global Institute => Six Sigma Black Belt (In Process)
  • Skillsoft ⇒⇒⇒⇒ PSM 1 (Professional Scrum Master)
  • Skillsoft⇒⇒⇒⇒ Digital Transformation Insights Supply Chain & Procurement Functions
  • Learning Tree⇒ Unix
  • Learning Tree⇒ ACD Tech
  • Aspect Communication⇒ Telecom Technician

Telecomexperience

  • ANI 3 Years
  • Cabling 6 Years
  • DNIS 15 Years
  • Evolve Cloud 1.5 Years
  • NFAS 7 Years
  • RSC/CSU/DSU 7 Years
  • T1 Analyzer 4 Years
  • T1, QSIG, E1 15 Years
  • TSC 5 Years

Programminglanguagesexperience

  • ADA 2 Years
  • Assembly 3 Years
  • BASIC 3 Years
  • C#, Visual C# 3 Years
  • C, Visual C 4 Years
  • C++ 2 Years
  • COBOL 3 Years
  • FORTRAN 3 Years
  • Pascal 3 Years
  • PHP 2 Years
  • R 1 Year
  • Ruby 2 Years
  • Turbo Pascal 2 Years
  • Visual BASIC 3 Years

Hardwareexperience

  • Aspect ACD 7 Years
  • Avaya 5 Years
  • Desktops: IBM, HP, Dell, Compaq, I-Mac, E-Mac, AT&T 3b5, 3b15 7 Years
  • Eurodesk 3282A 10 Years
  • Laptops: IBM, Sony, Dell, Toshiba 7 Years
  • Printers: HP, Brother, Lexmark 7 Years
  • Rockwell, Galaxy 5 Years
  • System boards, CPUs, Memory, hard Drives, CD, CD-R, DVD, PC Cards, Video and Sound Cards, Modems, Net Cards, Hubs, Zip and Jaz Drives 7 Years

Timeline

Sr. Technology Analyst

Delta Dental
09.2020 - Current

IT Manager

Ken Stanton Music
06.2018 - 08.2020

Business Analyst

Access Holdco (Insurance)
02.2011 - 04.2018

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Benjamin Franklin McIver