Elroy Cupid
Gros Islet, St. Lucia
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
15
15
years of professional experience
1
1
Certification
Work History
I.T. Manager
GoAnswer Call Center
04.2015 - Current
- Oversee the development and maintenance of the IT strategic plan
- Monitor major projects, priorities, standards, procedures, and overall IT performance
- Developing and implementing IT policy and best practice guides for the organization
- Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance
- Work with various vendors and clients in implementing or developing any hardware or software
- Review the adequacy and allocation of IT resources in terms of funding, personnel, equipment, and service levels
- Microsoft Server 2003-2012 Administration – Active Directory, Group Policy, DHCP
- Using T-SQL to run reports and extract statistical data from database
- Improved network efficiency by implementing new server configurations and optimizing system operations.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
I.T. Solutions Design Engineer
CompNetSys
09.2015 - 01.2018
- Find creative ways to help businesses reduce IT costs and run more efficiently
- Manage and configure AWS for various clients
- PowerShell scripting to automate tasks
- Data/Email Migration
- Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
I.T. Administrator
St. Helen University
08.2013 - 08.2014
- Install, configure and maintain computer hardware/software
- Research software/hardware and make recommendations to Management
- Monitor and maintain computer network
- Use Google Analytics to gather data on website
- Updating of company’s website
- Manage customer data and interaction using CRM Software (Zoho)
- Produce diagrams and written reports on projects
- Conduct training sessions for students, faculty and staff on various technologies used at school.
Systems Administrator
Xerox Services Call Center
11.2011 - 02.2013
- Microsoft Server Administration – Active Directory, Group Policy, DHCP, WSUS, WDS, ISA/Proxy, Forefront
- Cisco Switching/Routing, core network support and security
- Installation and maintenance of IP telephony equipment
- Use VMware ESX server to manage virtual machines
- Smart card printing and encoding
- Designing and implementing system safety measures including backups, access control and disaster recovery
- Improved system performance by implementing server upgrades and hardware replacements.
- Provide quick response and maximum uptime for all users and performs end user training when necessary
- Install and repair computer hardware and peripheral components such as monitors, printers and disk drives
- Manage camera surveillance system and access control to doors.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Contributed to development, administration and testing of disaster recovery plans.
I.T. Technician
Converge Solutions
09.2011 - 11.2011
- Microsoft Server Administration – Active Directory, Group Policy (Windows Server 2003 & 2008)
- Network support, optimization
- Manage, maintain, repair and install computer hardware and software (Windows and Mac)
- Install and maintain Point of Sale System
- Website design.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Tested new software and hardware prior to deployment.
Technical Support Representative/Software Tester
Pearson Longman
10.2008 - 02.2011
- Provide customer technical support over phone, live chat, remote desktop and email for multimedia software
- Used Kayako Ticketing software to manage customer support
- Provide quality assurance and software testing for multimedia software.
Education
Bachelor of Science - Information Technology
Monroe College
New Rochelle, NY08.2008
Certificate in Information Technology - Information Technology
University of The West Indies
Castries, Saint Lucia01.2005
Associate Degree in Business Administration - Business Management
Sir Arthur Lewis Community College
Castries, St.Lucia01.2002
Certificate in Computer Maintenance and Repairs -
National Skills Development Centre
Castries, Saint Lucia01.2002
High School Diploma -
St. Mary’s College
Castries, St. Lucia01.2000
Skills
- Windows Home/Server OS
- Mac OS X
- SQL
- HTML
- PowerShell
- VBA
- Cisco Switching/Routing
- VPN
- Microsoft 365
- Amazon Web Services
- Microsoft Azure
- Norton Ghost
- Solar Winds
- Symantec Backup Exec
- Change Management
- Adobe Photoshop
- Wireshark
- VMware
- Virtualization
- Project Management
Certification
- Cisco Certified Network Associate
- Microsoft Certified Solutions Associate: Windows Server 2012
- CompTIA A+ Certified
- CompTIA Network + Certified
References
- Ms. Rosalind Alexander, General Manager Integrated Contact Center, Greaham Louisy Admin Bldg., Waterfront, Castries, 758-714-3617
- Mrs. Eusezhann Charles-Wilson, Site Manager, GoAnswer, Johnsons Center, Rodney Bay, St. Lucia, 758-487-3829, eusezhann.charles@1888goanswer.com
Timeline
I.T. Solutions Design Engineer
CompNetSys
09.2015 - 01.2018
I.T. Manager
GoAnswer Call Center
04.2015 - Current
I.T. Administrator
St. Helen University
08.2013 - 08.2014
Systems Administrator
Xerox Services Call Center
11.2011 - 02.2013
I.T. Technician
Converge Solutions
09.2011 - 11.2011
Technical Support Representative/Software Tester
Pearson Longman
10.2008 - 02.2011
Bachelor of Science - Information Technology
Monroe College
Certificate in Information Technology - Information Technology
University of The West Indies
Associate Degree in Business Administration - Business Management
Sir Arthur Lewis Community College
Certificate in Computer Maintenance and Repairs -
National Skills Development Centre
High School Diploma -
St. Mary’s College
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