Cathyn Robert McKenna

8392 Templederry Drive, Brownsburg, IN 46112

Telephone: 317-605-8464 Email: crm@techspert.org

Education:

Metropolitan Community College – Omaha, NE

• Associate of Applied Sciences in Electronics Technology with Honors

• Member of Phi Theta Kappa, National Honor Society for Two-Year Schools

Certifications:

International Institute for Learning (http://www.iil.com/)

• Microsoft Project 2003 Black Belt Professional – Masters Certificate Using Project Server 2003

• Microsoft Project 2003 Blue Belt Professional – Managing Multiple Projects Using Project Server

• Microsoft Project 2003 Orange Belt – Managing a Single Project with Microsoft Office Project 2003

Project Management Institute (http://www.pmi.org/)

• Project Management Professional candidate

Experience:

Technical Services Manager, TEK Systems at Eli Lilly & Company, Indianapolis, IN

January 2007 - June 2008

• Managed a staff of 19 resources in technical support and project implementation roles

• Successfully led transition of support for Microsoft Project software used by 320 customers

• Managed successful upgrade and complete customization of Microsoft Project Server, including migration of all existing projects and enterprise resource pool

• Analyzed metrics data and generated staffing recommendations

Tools used: Microsoft Office Suite, Microsoft Office Project Server 2003, Lotus Notes, Remedy ticket tracking suite.

Director of Research, Southwest Cyberport, Albuquerque, NM

October 2000 – January 2007

• Trained and supervised installation technicians

• Interfaced with clients and vendors of hardware and services

• Created reports for vendors and upper management

• Managed technical staff installation schedule, ensured quality of installation and customer satisfaction

Tools used: Windows, Linux, and UNIX operating systems, Microsoft Office Suite, Network installation tools, open source PHP applications

Technical Consultant, Self Employed, Kansas, Missouri, and New Mexico

June 1997 – October 2000

• Various technical contract engagements

• Designed and implemented multiple Ethernet-based networks with 80-1100 nodes

• Three successful Operating System upgrade projects for large-scale organizations with systems in excess of 1000 workstations each

• Created and implemented standardized call tracking procedure and troubleshooting process for first-tier support technicians

• Managed assets and acquisitions of network and PC hardware, software, and tools

Tools used: Symantec Ghost, Microsoft Office Suite, Windows and Linux operating systems,

Technician, Mid-America Peripheral Support, Stanley KS

July 1996 – January 1997

• Designed, built, configured and installed network hardware and resources, including servers, workstations, operating systems, networking hardware, printers, and cabling for small office network environments

• Installed, maintained, and serviced PC hardware, laser and dot-matrix printers in a multi-vendor authorized service center

Tools used: Windows operating system, hand tools

Field Engineer, IBM, Omaha, NE

December 1993 – May 1996

• Installed, maintained and repaired IBM Point of Sale, PC Server, and multi-vendor equipment in a customer-satisfaction-sensitive environment

• Successfully managed parts and supplies inventory

Tools used: Wireless communication and dispatch devices, hand tools, company vehicle