Documentos de Académico
Documentos de Profesional
Documentos de Cultura
CAYTON
P.O. BOX 1757, PITTSBURG, CALIFORNIA 94565
206.947.1542
MLCAYTON@COMCAST.NET
QUALIFICATIONS SUMMARY
Technically savvy, enthusiastic, and proactive professional with well-honed back
ground in information technology and business specializing in distributed comput
ing systems, data center, LAN/WAN and call center technology, and service manage
ment operations. Regarded by peers and mentors as an overachiever with a “can-do†attitu
de committed to driving business to unimaginable heights. Organized, articulate,
and analytical with exemplary oral and written communication and interpersonal
skills. Proven track record in working in a fast-paced work environment, meeting
tight schedules and exceeding client expectations on time and under budget. Pro
ficient in Microsoft Office Suite along with project management and system admin
istration programs.
CORE COMPETENCIES
NETWORK ADMINISTRATION | HELP DESK OPERATIONS | SYSTEMS AND NETWORK CONFIGURATIO
N
CREATIVE PROBLEM SOLVING | RESEARCH AND ANALYSIS | TALENT SELECTION/DEVELOPMENT
USER TRAINING AND INSTRUCTION | CLIENT RELATIONSHIP | EFFICIENCY ENHANCEMENT
NETWORK ENGINEERING | TEAMBUILDING AND LEADERSHIP | COST-SAVING INITIATIVES
BUDGET ADMINISTRATION | TREND ANALYSIS | INFRASTRUCTURE ENGINEERING
RFP DEVELOPMENT | VENDOR MANAGEMENT
CAREER EXPERIENCE
IT OPERATIONS MANAGER – GLOBAL NETWORK SERVICES
Microsoft Corporation ~ Redmond, WA ~ Dec 2007-Present
Administer the overall incident management response and resolution functions for
Global Network Services; oversee the development and implementation of SLA mana
gement processes and procedures. Manage Global Network Services daily operations
to include performance management, staff training and development, plan monitor
ing and evaluation, metrics development, program development, and the establishm
ent of standardized boarding process for all employees. Recommend infrastructure
improvements for enhanced organizational productivity; coordinate with other pe
rsonnel to guarantee the delivery of outstanding customer service to clients; an
d develop, implement, and ensure compliance with operational policies and proced
ures.
- Efficiently enhanced MTTR by 200% and the organizational staffing by 400
%.
- Increased training time allotment for employees from less than 1% of ann
ual work hours to more than 5%.
- Competently promoted 25% of the work team.
- Proficiently handled increased incident volume while boosting MTTR produ
ctivity.
- Adeptly provided maintenance support to the 24x7x365 operation of MSN on
line network infrastructure and other Microsoft online properties.
- Successfully directed team of 22 mid- and senior-level network analysts
and internetworking engineers in Redmond, Washington and Hyderabad, India.
INSTRUCTOR
Heald College ~ Concord, CA ~ Sep 2002-Feb 2003
Taught and conveyed instructor-led training curriculum to technology students pu
rsuing AA degree in Computer Technology; devised and employed customized course
curriculum for students taking a range of technology degrees. Created and execut
ed specialized presentations for faculty and staff outlining technology directio
ns and potential programmatic changes. Prepared and delivered lectures and stimu
late class discussions; compiled and administered exams and assignments; counsel
students on various academic matters; performed student evaluations and documen
ted student progress to develop better teaching methods.
EARLIER CAREER
COORDINATOR II NETWORK SUPPORT SERVICES
San Joaquin County Office of Education ~ Stockton, CA
SENIOR OFFICE SYSTEMS ANALYST
San Joaquin County Department of Information Technology ~ Stockton, CA
EDUCATIONAL BACKGROUND
CURRENTLY PURSUING DOCTOR OF BUSINESS ADMINISTRATION
With Management Information System Concentration
North Central University ~ Prescott Valley, AZ ~ Expected Date of Completion
BACHELOR OF ARTS IN MANAGEMENT
Saint Mary’s College of California ~ Moraga, CA ~ 2002
ASSOCIATE OF ARTS IN ELECTRONIC COMPUTER AND SWITCHING SYSTEMS
Community College of the Air Force ~ Maxwell AFB, AL