Confidential

Network/Logistical Administrator

• IT Desktop and Server Administrator for this Tier 1 auto supplier in its Warren Plant location as well as the Warehouse parts inventory Database Admin and Kanban shipping coordinator via Ryder truck delivering to Chrysler Jefferson North Assembly Plant afternoon production.

Ford Motor Company Plant IT Business Analyst Project Support

• Situation: Business Analyst for creation of Plant system reports and Plant SharePoint 2010 Site Administrator 65 .
• Tasks: Telephone/Pager/Desktop support for Ford Dearborn Engine plant floor and office users 35 . I used my experience supporting computer systems in automotive manufacturing locations i.e. FIS, Message Brokers, and CMM.
• Action: Develop SharePoint site with Wiki pages and tracking list/library, etc. in SharePoint 2007/2010 for IT and Other Plant Departments tools to process improvement by using SharePoint for bettering communications with inter/intra customer base.
• Conducted focus group meetings with management/customers to gather requirements for their SharePoint site.
• Activity diagramed to create/loaded/maintained/trained in using document management, dashboards, web parts, and workflows etc.
• UAT for customer acceptance of performance completion within Project deadlines using Gantt Chart or network diagrams or Excel tracking
• Conducted satisfaction surveys to ensure Project completion for customer sign-off
• Transfer and gatekeeper of technical training or site operation and technical documentation or disaster recovery best practices.

Results:

• IT Lead during Change Control Staff meetings for IT schedule Changes in the Dearborn Engine Plant
• Successfully managed the Project migration of Dearborn Engine Plant SharePoint 2007 to Designer 2010
• Project coordination of local SharePoint site Increase customer service opinion by 150 in IT customer follow-up and problem resolution
• Situation: Plant migration of 600 company Dell GX270 -OptiPlex 745 desktop Windows XP to Dell Precision T3500 Win7 which included user training and re-installation of software as needed. Tasks: Pre-staging units with scripted loads and pre-deployment testing-deployment time was decreased by 3 weeks. Action: By personally following up with users and tracking their issues through to resolution with SharePoint, the customer acceptance attitude Results: Dearborn Engine Plant PC renewal program was the most positive among all Ford North American Power Train Plants as rated by Ford's IT North American PC Migration committee.
• Critically Involvement in other successful Projects:
• Coordinated the process improvement of all IT department Disaster Recovery Plan manuals for all Plant System processes as well as rewriting of Desk-top procedures in emergency contact information.
• Coordinated with Human Resources Dept. to created On/Off Boarding process for DEP IT Department.
• Supervised inventory control of desktop/ laptop/ pagers for new/transferring or terminating employees using Excel for tracking.
• Systems/Business Analyst skills for all major real-time data collection software applications in a manufacturing environment.
• Operational processes that constitute the core business and create the primary value stream.
• Daily execution of various Plant systems programs i.e. inventory control, SQCDME, etracker, FIS, PFS, QDAS reporting using SQL Queries, Remote Access to MS Server 2008 and MS BizTalk Server
• IT Project coordinator for IT Manager at morning Plant start-up meetings providing Plant systems status for production
• Project leader for intra customer projects- using Activity Diagraming to discover needs for improved services that require an IT solution.
• Successfully Process Improvement using SWOT and Weight Scoring Modeling for the revamping of DEP tooling replacement process.
• Served as SME trainer on products that are supported by the technical call center.
• Performed IT case activity Audits of other members of the team for process accuracy and compliance.
• Confidential Volunteer Project Coordinators, Job Coach
• Situation: Assistant to the Director for staff/clients training, fundraising, Project coordinator for community events and the Mission's IT infrastructure
• Tasks: Responsible for monitoring client traffic and pattern access activity logs in order to construct new client service offerings. And additional mission work policies
• Actions: Case Manager for clients' needing service referrals for jobs, health care, housing issues
• Results: SME for Client Job searching, Job Coach, and Internet user training
• Faith base community developer to bring church ministries to collaborate with Detroit City community straggles.
• Participate in an Incident Response Team as necessary. Required Experience

Confidential

• Situation: Enterprise IT Call Center representative using professional customer service skills on various Operation System platforms, either Wireless or Cabled by means of , RADIUS, DMZ, WAN access with Active Directory Authentication
• Tasks: Daily IT help-desk password resets-log on errors , Network outages, Frontier PBX and VoIP , Blackberry, Factory Network devices barcode printer and scan guns , Printers. Performed business policy changes with O. Us. With Activity Directory-Windows XP/Windows 2000. Troubleshooting network problems using ping, trace-route, ipconfig commands, ARP Scanning. Handled 35-50 calls daily via phone and email from AAM users World Wide
• Incident Call Center Case Management using skill sets: software performance diagnosing, to include SharePoint, Network outages and Password reset. Use of network security devices IDS/IPS.
• Actions: Preformed process improvement to update Desk-top Call Center tools for MS Outlook 2003 , 07 and 2010
• Designed a training illustration for all IT users on the functionality with MS Outlook 2007/2010
• Change Control support for documentation and communication to affected departments of the scheduled Change Control. Use Incident Management tools like Remedy Call/Incident Tracking software. Understanding of physical security, backup, authentication, and security practices.
• Results: Successfully managed Project for Redrafted AAM/CCC process flows to ensure accuracy and correctness of troubleshooting procedures. Process improvement for On Call support, reporting network outages to Management through Blackberry Messenger and Office Communicator to increase Emergency Responds which increased the One Call Resolution percentage of the department by 35 .
• Letter of Appreciation for leading Project deployment to upgrade the Oracle Hyperion Finance Software for 50 users by Desk-side and Remote access.

Confidential

Business Development Manager/ IT Administrator

• Situation: Business incubator for six new venture companies from no growth to showing growth needs positive business operations within 90 days for the Ministry to acquire State of Michigan funding from Returning Citizens grant program.
• Tasks: Giving each business a short form Business Plan model, answering financial and business questions in the areas of budgeting, customer service, and data analysis. As well as using business and faith base networking each business began to develop focused for their sells market.
• Action: By using MS Excel, Word, MS Project to set benchmarks goals, which when reached, became grant program fund development outcomes to apply for grant dollars.
• Results: A successful grant award was made to the Ministry and six new venture business were launched.

Confidential

Network Application Enterprise Helpdesk Support

• Situation: 1 2 level supporting all Wayne County of Michigan Government and its 5,000 users and 500 applications
• Tasks: Incident Management SME Tracking software HEAT handling with high call metrics of on avg. 50 in bound calls daily, less than 5 minutes total call duration, 80 first call resolution and excellent documentation for case follow-up and closing. Expert ability identifying, avg. call time 5 minutes diagnosing and resolves PC hardware, software, network, peripheral equipment problems and other Remote user internet access problems, Ghosting PCs. Enterprise network experience e.g. Exchange, RADIUS, DMZ, WAN, etc.
• Actions: Daily demonstrated excellent customer service skills to handle difficult customer calls, working with users that had varied levels of computer skills, Highly effective troubleshooting skills in resolving issues with Novell Operating Systems 6.5, Windows XP/2000, Active Directory, DNS creating moving user accounts, adding software or changing user group access policy levels, memberships and Rights and password resets using Novell Console One for NDS 6.5, MS Active Directory via MMC or AdminConsole One, ACF2, HP-UX, CICS, JD Edwards, and RSA Secure ID.
• Results: Change Control support for documentation and communication to affected departments of the scheduled Change Control. Proficient working with third party vendors within a Metro WLAN/LAN environment using Ping/Tracert/Remote to resolve Network outage issues.
• Provided a high degree of customer satisfaction, technical expertise, accuracy, and timeliness resolving case management issues. Demonstrated leadership ability to collaborate with multiple corporate departments and vendors, which includes creating activity diagrams for department process changes and change management controls. Solid Understanding of physical security, backup, authentication, and security practices

Confidential

Network Application Enterprise Support

• Situation: Member of process improvement team for resolving issues with Network Operating systems Novell 5x, 6x, Windows NT/2000, Active Directory, MS Exchange 5.0, Citrix server for some Internet workstation application delivery and configuration.
• Tasks Daily use of Incident Management Tracking software to Identifying, diagnose and resolves PC hardware, software, network, and peripheral equipment problems to include Citrix Server and other internet access problems
• Actions: Using agile brainstorming technic with multiple corporate departments and vendors, to improve call center issue resolvability patterns. Facilitates communication upward and across team of Change Control communications including status, variance and technical information. Proficient with Remote, VPN and Blackberry PDA client demands
• Actions: in adding both individual, group security and password resets using Novell Console One, NDS 6.5 , MS Active Directory via MMC or AdminConsole One, ACF2, HP-UX and CICS also Experience working with data centers/managed hosting facilities
• Results: Contract completed with the recipient four out of five monthly good customer service citations. Generated management reports and metrics using software tools such as: Excel pivot tables Expertise with Lotus Notes version workstation client version R5 or R6 including password changes, initial note set-up, and resolving note application problems

Confidential

Network Support Level 2

• Situation: 120 day PC recycling project for IT Enterprise level 2 contractor supporting Chrysler's Warren Truck, Stamping and Tool/Die locations in the Warren campus compound Warren Truck plant.
• Tasks: The duties included the inspect of all 1,500 plant and office PC Dell GX270 -OptiPlex 745 to determine function levels, and replace or repair by ghosting, and diagnostics repair as well as the disposal of unsuitable parts i.e. HDDS, Monitors optic drives.
• Action: Coordinated plant and office schedule of equipment testing using Excel for tracking. Then rotate equipment through testing area for part replacements and re imaging of hard drives. Create a holding area for all usable replacement equipment with inventory tracking in and out release sheets. Finally, insured Chrysler disposal policy was current and enforced.
• Results: All 1,500 units were inspected repair, replaced and software updated on schedule which completed the project.
• Other Duties also included network cable trace, monitoring of Ethernet, Token Ring, Wireless and Fiber Optic Cisco routers and switches using Netview , HP Openview and Command Line Interface commands, User Support passive password, creating, modifying or moving accounts within Active Directory using Microsoft Management Console-ACF2 security access or changing permissions.
• Confidential Project Coordinator for Volunteer Fund Raiser for, a 501c Christian school.
• Situation: Grant Writer with two fruitful grants for a total of 25,000.00
• Tasks: Excellent communications with sponsor and grantors using writing, conference presentation, project management technics, and detailed follow-up skills
• Actions: Develops continuous process improvement updates to fundraising project plans and schedules
• Results: Provided work direction and leadership to assigned projects, including scheduling, assignment of work and review of project efforts as well as attended Netg learning system studying Windows Server 2007 and Advance Server 2008RS.

Confidential

Level 1 Help-desk/ Project Lead Support

• Situation: Launch a Web base training tool in 4mos, Develop training processes for Epicor CRM service center software, assist Daily with hardware/ software and application issues derive from staff or clients.
• Tasks: lead Web development team using agile brainstorming and activity diagrams for major issues of web tool functionality. Schedule web design, backend formula and data loads, Establish milestones for each team on the project and track with MS Project and Network Diagram showing critical path.
• Action: Site UAT, developed scripts and tested cross platform Apple, IBM and Linux functionality, and Evaluated, demonstrated and trained existing call center staff on these new products to improve online customer services with such tools as WebEx
• Result: BetterInvesting delivered Web base Stock training tool on time.

Other assignments-

• Create training manuals for the new CRM enterprise products answer inbound and local staff troubleshooting issues for internal call center support for BetterInvesting, Inc.
• SME for Epicor CRM providing training and user Desk-Top aides and processes.
• Proficient use of Micro Soft Word, Excel to examine large data sets for Mean, Median and Mode distribution using Histograms, Scatter plots as well as detecting outliers in stock trend performance, other Microsoft tool include Access, and PowerPoint
• Confidential Community Project Lead volunteer trainer for prison ministry.
• Excellent communications, writing, presentation, project management, and editing skills
• Develops and continually updates project plans and schedules

Confidential

Technical Support Analyst

• Situation: First level Enterprise Technical Support analyst covering 80 applications and handling 60-75 coast-to-coast systems calls daily for Trinity Health hospital group and M.O. sites using Call/Incident Management Tracking software Remedy, Peregrine HEAT.
• Tasks: Daily Resetting local/group application specific passwords, creating user accounts using Novell Console 1, AS/400 using PC 5250 terminal emulation for password reset, job schedules and back-up and distributes report output operates and monitors AS400 iNavigator GUI interface or Line command. As well as, Active Directory, Unix AIX, HP-UX, TSO/RACF, PeopleSoft, VTAM. Finally, supported Change Control Communication by request origination and Track all request through coordination of departments and customers follow-up. Use of network security devices IDS/IPS.
• Actions: Successfully provided status on client unresolved cases, Printer support, Customer Acknowledgment, Tech Paging, and Basic Mainframe/PC/Midrange Application Support.
• Network administration permissions status and vendor third party Access, Basic Microsoft Outlook/GroupWise/ Handheld devices PDA-Blackberry
• Results: Completed contract assignment receiving numerous monthly customer service merit awards for customer testimonies and high call matric stats.

Confidential

TechLine IT Help-desk Consultant

• Situation: Enterprise IT Call Center using professional customer service using both LAN/WAN/ Satellite IT technology as well as Automotive skills to resolve dealership connectivity and business application issues with special focus on IT help-desk.
• Tasks: Daily Desktop configuration software upgrade-application error resolving-Symantec Ghosting , troubleshooting
• Windows XP/Windows 2000/ Windows 98 User workgroup/Domain creation, and MS Outlook support
• Actions: Incident Management software handled 35-50 calls daily from General Motors or Saturn dealers both Domestic and Canadian using inbound/outbound e-mail contact. Case Management was a priority receiving several month Top Call Center honors by using skill sets: software performance diagnosing, client application deployment and new PC installations migration of Win 98 to Windows 2k, and Windows XP.
• Results: Maintained high metrics for calls Network troubleshooting cable and wireless using ping/tracert and nbstat utilities for interconnectivity between GM Dealership LAN DHCP-Ethernet Skilled with GM's Intranet client-server , and the World Wide Web HTTP/TCP/IP/ CATV or Satellite . Managed Window based workstations through NetWare's NDS and Norton Antivirus and Proficient use of Micro Soft Word, Excel, Access, PowerPoint, Visio and PeopleSoft.

Confidential

Business/Telematics Analyst

• Situation: OnStar Call Center Analyst using OnStar satellite technology for GM and Lexus vehicle owners equipped with the OnStar communication system.
• Tasks: Proficient use Incident Management tacking software with Customer Service computer applications to develop
• Call Center matric standards.
• Action: Trainer of members of the OnStar's Account Services Technical Application Maintenance Team for 2.9 and 3.0 Emergency Station , Stolen Vehicle tracking and Sales/Renewal of OnStar subscriptions.
• Results: Completed 18 months and was promoted to EDS TechLine IT Help desk consultant

Confidential

ERP Project Deployment Lead

• Situation: Requirement gathering and Model demonstration of ERP purchasing system deployment project as lead CRM specialist for the General Motors North American Car Group. Project launch January, 2001.
• Tasks: Deployed CRM software training manual and Process and Workflows to gather any exceptions for each of GM's 12 car plants in the USA and Canada and Planned for the installation of computer networks.
• Actions: I analyzed computer software to meet customers' needs installed and maintained software recommend software purchases trained in the software's use and business application
• Results: Project launch in December, 2000 under schedule. Supervised installation trained other employees in using the ERP software. Troubleshooting network problems using ping, trace-route, ipconfig commands
• Confidential Situation: IT Security Lead and Project coordinator with EDS maintaining and developing data security profiles. Change Notice coordinator for US and Canada dealership, Host for all UAT of security and programming screen changes.
• Tasks: SME using TSO/RACF, Ad Hoc SQL query reports, Design Data Flow-charts, and authorizing data audit reports.
• Actions: Business process reengineering BPR improved the efficiency and effectiveness of the dealer and data base processes that exist within and across organizations. Dealer change control updates for Centralize or De-Centralize project using of Micro Soft Word, Excel, Access, PowerPoint, and Outlook
• Results: Lead Analyst for migration of Troy office to Ren Cen supplying Process Flows of Database applications, Data Histograms of.
• Maintain Database conversion Documentation for join meetings of GM, EDS, and Vendors of GM Dealer Information Database conversion.