1. Kevin Bilbrey
46 Denver Ave.
Hiram, GA 30141
678-510-3003 (cell)
dreamwielderx@gmail.com
IT Asset Manager / Helpdesk Analyst/ Systems Administrator / Technical Support
I am a motivated professionalwith almost tw o decades of experience in IT w ho has a rare combination of technical skills, business acumen, and
personality. I w ield astute customer service skills w ith an excellent ability to quickly build rapport w ith those fromallw alks of life, so as to achieve
high levels of satisfaction and efficiency. Iam looking to excelin a new challenging role to supplant my continuing IT and business education, and
am absolutely confident I w ould have a positive impact on your organization.
Technical Proficiencies
Platforms: Window s XP, Vista, 7, 8, and Server 2000-2008, Mac OSX, hardw are/systems/server building and setup, Remedy/CDMB… currently
w orking toward ITIL / ITAM / ITSM, IIBA, Six Sigma, and L.E.A.N. certifications, but have recently demonstrated know ledge of
principles therein
Networking: MCSE, A+, Net+, INET, Security+, Exchange/SMTP, TCP/IP, DNS, DHCP, VPN, OSI, NAS/SAN, virtualization and server clustering,
printing, PBX/VoIP configuration, software licensing and tracking; currently working toward MCITP certification as w ell
Tools: Remedy/CMDB, Microsoft: Office (Outlook, Word, Excel, Access, Project,) SCCM, SharePoint, VirtualServer, etc. ; Citrix,
Symantec/VERITAS Backup Exec, Quota Server, Norton, McAfee/Group Shield, GFI Monitoring, HP SIM/monitoring, Web Sense,
remote administration, VMw are, and more…
Areas of Expertise
 Almost 20 years of professional experience in IT; including IT asset management, IT Business Analysis, helpdesksupport and analysis,
helpdesk management, netw orkadministration and engineering, project research/management, and electronics repair/assembly, via a w ide
variety of associative roles
 Analyticalaptitude for business processmodeling, conflict resolution, and a “big-picture” perspective that is relative to the organization’s goals
 Real-w orld understanding of business/GAAPaccounting principles including budget analysis, projections, procurement, payroll, tax tracking,
and the associated impact to productivity
 Ability to manage projects and create quality solutions efficiently and effectively, utilizing capability to respond and resolve complex problems
 Creation of concise documentation for business and technicalneeds, as w ellas project research and applied solutions involved
 Extensive experience w ith the protection of information by preparing and testing security and disaster recovery solutions, staging
environments, and selection of infrastructure technologies to continually improve overallinformation systems health
 Asset lifecycle management utilizing ITIL/ITAM methodologies w ith an understanding of compliance regarding HIPAA standardization
 Eager w illingness to learn new skills and technologies w ith an overallpassion for customer service and outstanding people skills
 Capacity to handle stressfulsituations in a timely manner w ith a positive outcome, w hile contributing to a team-based atmosphere
 Currently w orking tow ardsMCITP, PMP, ITIL v. 3.x, Six Sigma, and L.E.A.N. certifications, as well as a Bachelors in Business Administration
Experience
E*TRADE Financial Inc. (Limitedby Contract) 11/2015-07/2016
Business Analyst / Enterprise Business Process Analyst
 Support systems and staff by recommending and implementing systemenhancements that promote efficiency, compliance and grow th.
 Contributes expertise in business processes and systemfunctionality including coordinating activities or team members on maintenance
and project assignments of medium risk and complexity and the performance of activities such as requirement definition, research,
analysis, coordination, testing, training and documentation.
 Acts as the customer / IT liaison during analysis, requirements definition and design activities. Participates in management of customer
expectations, collaborates with businesspartners to define and document business and functionalrequirements and w orkswith technical
staff to develop solution alternatives. Coordinates testing activities for maintenance and project assignments; identif ies testing scope and
scenarios, and estimates of effort, duration and resourcesrequired; coordinates testing efforts and activities including tes t scheduling,
results monitoring, feedbackand sign-offs;coordinates issuestracking and resolution.
 Participates in the Project Management process; contributes to project deliverables including vision documents, status reports, and
project, risk, resource and financialplans; communicates status, business impacts and systemchanges to team members, business
partners, sponsors, management and other interested parties.
 Contributes to development of effective resolutions; maintains systemsupport tables; contributes to technicaland business rollout
activities by supporting implementations for business units and may contribute to training efforts by writing documentation or manuals,
preparing presentations, delivering training, or providing follow -up to training per project needs.

2. CPI, Inc. / Hospital Corporationof America, Inc. Nashville, TN 04/2011-06/2015
Corporate IT AssetManager;Full Lifecycle Management
 Responsible for all organizationalIT asset lifecycle management utilizing ITIL, ITAM, and/or ITSM methodologies.
 Performed assessment of asset needs by coordinating with management for desktop services,tech refresh, systems engineering, F&A,
accounting, HR, and legal departments to ensure availability of technologicalsolutions and procedures to meet company needs.
 Performed vendor and hardw are certification negotiations utilizing extensive IT background to assist in contractualagreements, pricing,
and corporate standardization of hardware and software.
 Worked w ith upper management to create, manage, and maintain processes forallstages of the asset lifecycle; also ensuring adherence
of SLAs for corporate ITservices for desktop consultants, technicians, engineers, and all applicable personnel.
 Created and managed processes forinventoryprocurement, receipt, distribution, logistics, lifecycle management, and disposal.
 Utilized ITIL/ITAM framew orkin conjunction w ith Remedy / CMDB, GHX Procurement Suite, SCCM, Business Objects, Microsoft Excel,
etc. to produce applicable reporting for tracking hardware and software assets.
 Optimized tracking and ensured compliance w ith regard to maintenance of softwarelicensing.
 Created new processesand tracking systems to ensure compliance w ith corporate standards regarding availability, accountability, and
viable reporting for the lifecycle of company IT assets.
 Maintained know ledge of viable new technologies to ensure economical, feasible, and yet pow erfully ample technology solutions.
 Managed desktop consultants and technicians’S.O.P.s to ensure asset lifecycle compliance with regard to each individual role.
 Performed regular auditing and monitoring of the (Remedy Universe) CMDB to ensure asset data validity and database health.
EFC Systems, Inc., Nashville, TN(Contract) 06/2010-01/2011
IT Field Engineer;Member Hardware and Network Support
 Supported a w ide variety of customsoftware, platforms, and networking systems for allTennessee Farmers Co-operative stores and
corporate headquarters; utilizing a variety of both onsite, remote, and integrated technologies.
 Worked on several projects which focused on networkadministration (remote and local), WAN connectivity, firewalladministration, server /
platform building, and server administration/servicing. Also performed a variety of other assigned projects that included impromptu learning of
new customdata-tracking software, so as to be able to implement and support it for the client w ithin a very limited timeframe.
 Provided infrastructure dismantling, replacement, and installation, including netw orkand phone cabling/installation w hile updating
infrastructure documentation w ith any changes.
CSI / A-Certive (Contract), Brentwood, TN 07/2008-11/2008
Systems Engineer;ProjectManager
 Successfully accomplished a large-scale project which provided complete dismantling, inventory reporting and organization, and re-
implementation of all netw orkinfrastructurefor multiple business officesas a result of a major corporate restructuring.
 Re-engineered the new unified netw orkinfrastructure formultiple locations into a single WAN, migrating froma peer-to-peer topology to an
Active Directory-based infrastructure; automating most routine netw orkmaintenance operations. Also documented all aspects of each project
including any maintenance schedules.
 Provided migration fromprevious accounting/bookkeeping solution to a new QuickBooks-based system, and educated in-house accountant
on software functionality.
Trevecca Nazarene University (Contract), Nashville, TN 01/2008-06-2008
Systems Administrator
 Provided Exchange/SMTP and anti-spam administration utilizing GFI Mail, along w ith a variety of other software and hosted ISP services. Also
assisted w ith the transition froman internal to a hosted e-mail solution that yielded a low er totalcost to the department by reducing the need
for multiple in-house Exchange servers.
 Maintained AD netw orkinfrastructure utilizing comprehensive set of tools w ith the responsibility of disaster recovery,backups, security,
quota/account management, as w ellas third-tier helpdesk support for allstudent and faculty requests and issues.
 Worked on severalprojects which helped to plan and implement migration to the latest netw orking technologies and platforms. This included
migration froma physicalto a virtualized environment that resulted in consolidating 47 physicalservers to only 3. This allow ed for a total
overhead reduction of over $55,000 annually.
Partners Healthcare Group, Brentwood, TN 10/2006-11/2007
Network Administrator;SupportEngineer
 Performed setup and maintenance of company’s netw ork, servers, software platforms, disasterrecovery, backups, and labs/staging
environments.
 Worked directly w ith upper management to create the company’s support process model, mission statement, technical documentation, and
marketing materials. This resulted in a better-organized team-based support structure that also allow ed higher levels of satisfaction for all
facets of the company, including internal teams and the company’s clientele.
 Provided phone, w eb, e-mail, and live support for large-scale implementations of company’s software productlines. Also performed QA that
contributed to a new ly implemented process for customer suggestion and bug reporting. This enabled better correspondenceand cohesion
w ith customers, support engineers,and developers.
MeetingMaker, Inc. / Peoplecube Inc., Tucson, AZ 05/2005-10/2006
Support Engineer;Network Administrator / ProjectManager
 Provided single-point-of-contact support forhigh-levelenterprise clientele, and w orked with development via QA testing based on direct input
fromaforementioned clientele.
 Performed setup and maintenance of all netw orkand desktop hardw are, software, labs, and staging environments.
 Managed a project w ith the responsibility of producing technicaland marketing documentation, support-specific training materials, and w eb-
help correspondence. Also assistedwith the creation and implementation of a new ly adapted technicalsupport process modelin response to
a new teamstructure. These changes resulted in low er support call handle times, higher resolution rates, higher levels of customer
satisfaction, and overalllow er coststo the company.

3. Intuit Inc. / TAC Worldwide (Contract), Tucson, AZ 01/2004-04/2005
IT Help Desk Analyst;Special Projects
 Provided corporate-wide support for resolution of allIT-related issues including netw ork, software, hardware, security, telecom, facilities, and
any other technology-related requests or problems.
 Provided documentation for each technology solution utilizing the Remedy IT Action Request System. Also contributed to the ongoing
development and customization of Remedy, as w ellas know ledgebase documentation of support processes and training materials.
Microsoft Corporation, Tucson, AZ 10/2000-01/2004
Platform and NetworkingSupportEngineer;Special Projects
 Provided high-level support for Window s platforms in a specialpilot project that demonstrated new ways of providing support for allMicrosoft
Window s productswithin a single queue. This included managing a project in w hich Iw as responsible for “Microsoft Solution Object” review
and approval(including know ledgebase articles, training, and technicaldocumentation.)
 Provided TTY support management (for the hearing impaired,) including TTY documentation and S.O.P.s, customer support, and TTY
software support and maintenance.
 Managed and served on severalspecialprojects w hich helped launch an entirely new paid-support business modelfor legacy Window s
products (i.e. Window s 9x.) Contributed to development of associated support tools, software, service models, team structures,and profit
generation. Was also involved w ith the migration and education of this support model to offshore subcontractors, as Microsoft
decommissioned the original support center.
Intuit Inc., Tucson, AZ 12/1997-10/2000
Support Engineer;Special Projects
 Assisted with the creation and maintenance of both small business and enterprise-levelaccounting software support and procedures that
allow ed the provision of advice to various business owners, managers, accountants, CPA’s, bookkeepers, and financialconsultants.
 Served on the “ProfessionalAdvisor Team,” w hich is a specialproject responsible for providing high-levelaccounting support and advice for
accountants, bookkeepers, business owners, and GAAP-Certified ProfessionalAdvisors.
 Upheld a critical role on a final-design team w hich wasresponsible for designing and implementing new models for customer service,
technicalsupport, team structures, support models, technicaldocumentation, and profit generation. This resulted in increasing revenue of the
Intuit Support Netw orkfromoperating at a loss of $17,000,000 to generating a net income of over $3,000,000. (This model is still in use by
Intuit’s support organization due to its continued success.)