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- 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