EMPLOYMENT HISTORY:

Confidential

Primary responsibility is to administer the operations of systems for the technology services functional areas and disciplines and to provide Tier 1 and Tier 2 technical assistance to the local business units in order to deploy, configure and troubleshoot systems.

SYSTEMS aDMINISTRATOR

• Build and maintain systems for Truven Health's technology services.
• Troubleshoot and resolve any technology services issues related to systems.
• Partner with the infrastructure team to troubleshoot and resolve system related issues.
• Leverage optimization techniques to maximize the efficiency of all systems.
• Monitor LAN/WAN and server hardware to ensure system functionality.
• Maintain the operation of systems to ensure availability.
• Implement and maintain a systems business impact assessment to prioritize system recovery in the event of a failure.
• Train the technical support staff on solving common systems-related problems.
• Build and implement standards for systems.
• Work with third-party vendors and consultants on developing system-specific skills.
• Perform installations and upgrades of recommended hardware and software in a manner that is timely and non-disruptive to end-user departments.
• Possesses and consistently display exceptionally strong customer service and communication skills when working with customers, co-workers, senior staff, vendors, and representatives. This includes, but is not limited to, consistently following through on commitments, using appropriate communication tools, providing options and alternatives for problem resolution, and projecting a positive and professional demeanor.
• Answer phone calls and provide First-Time On-Call resolutions.
• Produce well-written technical and business documentation such as detailed ticket solutions, email communications, process and procedure, project plans, etc.
• Maintain asset management and inventory on all Truven Health Analytic computer equipment and peripherals.
• Monitor antivirus management console and determine and resolve malware intrusion threats.
• Manage Cisco switches and change configure ports.
• Create user and computer objects in MS AD along with assigning permissions and rights to the AD OU's.
• Comply with all corporate security and HIPPA regulations in the building and management of computer systems.
• Train users on how to use computer and applications.
• Order and recommend hardware and software as related to business strategies.
• Provide first line support for Juniper VPN connectivity, issue certificates and assist remote users with setup configuration.

Technical Skills and Knowledge:

Microsoft: OS Windows 95, 98, 2000, XP, Vista, Windows 7 and Windows 8. Servers Microsoft NT, 2000 Server, Server 2003 and 2008, 2012, Active Directory, and Exchange Server. Office Products 2000, 2003, XP, 2007, 2010, 2013 and O365 Front Page, Outlook, Word, Excel, Powerpoint, Visio, Project and Lync. Adobe: Adobe Photoshop Certified, Adobe Illustrator, Flash, Pagemaker, Dreamweaver, Acrobat. Apple: iTunes, MacOSx. Other software, hardware and applications: Novell Netware and Console One, Lotus Notes, Blackberry, Palm, Active Sync and Windows Mobile and Pocket PC's. Norton Symantic, ESET NOD32, Trend Anti-Virus Software. VNC Remote Console and Faronics DeepFreeze PC Protection software. Symantec Ghost Imaging Software and Microsoft AIK and MDT Imaging and Deployment Software. Microsoft SysPrep and Answer File creation. Programming Languages: HTML, DHTML, SQL, XML, and CSS. Microsoft Powershell Scripting Language and Cisco CDI Command Language. VMware for Virtualization. Business Applications related to the daily analytical business of Truven Heath Analytics such as Advantage Suite, SQL Servers, FTP Applications, Microsoft Visual Studio, Beyond Compare, and SAS.

Confidential

Microcomputer Hardware/Software Coordinator

• Primary responsibility is to provide 2nd and 3rd Level IT support for the MSU College of Osteopathic Medicine Southeast Michigan expansion campuses at the Detroit Medical Center and Macomb Community College University Center.
• Assist in the planning, installation, implementation, and maintenance of computer systems, peripheral hardware, and data communication networks.
• Provide end-user computer hardware/software support for Staff, Faculty and Students at both facilities.
• Work with network administrators in East Lansing to resolve any network communications problems and issues.
• Assign and track IP addresses.
• Create and maintain GPO's, OU's and Objects and assign permissions as outlined by master use policy in AD.
• Create New Users and Logon Scripts as required.
• Create images using Ghost imaging tools for Windows XP.
• Create and deploy group images using Microsoft AIK, SysPrep, Answer Files, and MDT software for Windows 7.
• Create batch files for third-party software updates across multiple computers in Windows PowerShell 2.0 and deployment on WSUS Servers.
• Required to have advanced knowledge of physical networking configuration of hubs, switches, and routers for troubleshooting network issues.
• Support the wireless communications system including configuring WAP's.
• Assist the Audio Visual Coordinator with video conferencing equipment, recording equipment and Polycom lectures.
• Utilize help desk software for creating, routing, tracking and documenting work trouble tickets.
• Use Remote Control Software to troubleshoot and repair PC's at remote locations.
• Install and maintain PC hardware/software, printers, and other peripheral equipment.
• Troubleshoots and resolves communication issues with VOIP and other telecommunication equipment.
• Assist network group in deployment of VDI to current desktop environment.
• Document image loads, inventory, IP logs, asset management control of all hardware and policies and procedures.
• Performs other duties as assigned.

Confidential

While actively seeking full time employment I expanded my skill set by returning to school and successfully completing the following classes see Education .

Confidential

• Information Technologist
• Assigned to provide 2nd and 3rd level IT support to the Division Users on and off campus by utilizing the Service Request System.
• Install, service, and configure Pelco and Dedicated Micros Digital Video Recorders, Cameras and Remote Clients.
• Monitor and record digital video's for use by University Staff, MSU Police, East Lansing Police and the Michigan State Police.
• Inventory and enter hardware information into Equipment Database.
• Generate and maintain spread sheets and metrics for Digital Video Recording Equipment.
• Established procedures for monitoring DVRs and Cameras.
• Created images of new computers Dell, Asus, and IBM to be used for deployment.
• Repair and maintain existing computers and printers.
• Assist in the deployment of computers to divisional departments.
• Reorganized and inventoried Software Asset Management System.
• Assist in writing PCI DCSS procedures for the Division.
• Run weekly tape backup of Data Servers.

Confidential

Held a dual role position as the Department Information Administrator DIA for Warranty Operations and Corporate IT providing Desktop PC and Local Area Network/Server support for Warranty Operations consisting of 70 Users and for Chrysler LLC adhering to strict guidelines and pre-established requirements and formats. Second and equal role position as the Business/System Support Analyst which provides 2nd and 3rd level support for IT and the Business Systems Group Warranty Operation/Global Claims Systems supporting 17 Applications, several of which are Sarbanes Oxley and Business Critical Systems. The User Base is comprised of 5,000 customers including Dealers, Corporate Direct and Field Personnel.

Department Information Administrator DIA

• Provided desktop support for office and remote-office users including configuration, software updates, hardware upgrades, troubleshooting and issue resolution along with the repair of IBM, Dell, and Apple/Mac PCs either by phone, onsite support, or by using remote access.
• Installed, troubleshot, and resolved issues with Windows NT3.1, 95, 98, 2000, XP, and Vista operating systems.
• Installed, troubleshot, and resolved issues with Microsoft Office Suite and other user third party applications.
• Installed, maintained, and trained users on the use of Lotus Notes Email and Lotus Notes Developer.
• Installed and configured local area network per company standards and requirements.
• Installed WAN software and wireless cards into Laptop PC's for remote access to the LAN.
• Troubleshot and assisted WAN Group on diagnosing issues with WAN Software, and WAP's.
• Maintained and repaired printers and other data, voice and video equipment.
• Installed Blackberry, Palm, and Pocket PC software on PCs and synced them to Lotus Notes Domino and the Blackberry Enterprise Server.
• Consulted and advised users in the use of hardware or software in non-technical jargon.
• Conducted training for the use of related office application software.
• Performed scheduled system administration tasks on servers, storage devices and other hardware.
• Deployed software upgrades and software installations using Microsoft SMS.
• Verified the update of virus definitions to the PC's via Norton Anti-virus software.
• Implemented and verified local area network server backup procedures.
• Maintained documentation of repairs, inventory, warranty status and other activities of all hardware.
• Monitored and managed server resources such as disk usage, storage capacity and overall performance.
• Monitored and maintained network protocols and connectivity for LAN, internet and remote office VPN.
• Exposure to Windows NT and 2000 Server.
• Changed passwords, created user groups, assigned user rights and inherent rights to servers and folders using Novell Client Service for Netware, and Microsoft Active Directory.
• Placed service calls to Dell and HP for warranty service on hardware.
• Repaired serviced and maintained desktop, laptops, servers, remote drives, printers and faxes when required.
• Use resources available to assist in the diagnosis of issues or questions regarding software and/or hardware.
• Worked independently with little or no supervision.
• In 2005, managed the migration of 57 Warranty Operations Business Users from Microsoft 2000 to Microsoft XP. Warranty Operations was the first group within Chrysler with over 50 users to successfully migrate to Microsoft XP with 0 rejections.

Business/System Support Analyst

• Reviewed all incoming trouble tickets from the National Helpdesk and the DealerCONNECT Helpdesk.
• Created trouble tickets as needed for system, application, and user issues.
• Responded to the Users via mainframe Trouble Ticket System, Sametime, E-mail, and telephone communications.
• As 2nd level support, handled minor requests and assigns application system issues to the appropriate IT Department.
• 3rd level support troubleshoots and resolves issues with the entire Global Claims Business System and databases and other upstream and downstream applications.
• Escalated ticket priority and route tickets to appropriate support groups based upon the severity of the issue.
• Assisted in the design and formulation for obtaining information in trouble tickets with the National Helpdesk and the DealerCONNECT Helpdesk in order clarify system issues for resolution.
• Provided feedback to the Helpdesk Administrator and assist in the authoring of Knowledge Base Articles to improve communication between Helpdesk Agents and the Users.
• Tracked and monitored Helpdesk trouble ticket performance.
• Created daily and weekly reports along with monthly metrics from trouble ticket data to map system issues, helpdesk performance, trends and resolutions.
• Interfaced with Business and IT Personnel to proactively seek solutions to reoccurring system or business issues.
• Monitored system and application activity to insure maximum throughput systems.
• Acted as the focal point for problem resolution of Trouble Ticket assigned to Warranty Operations Group.
• Logged detailed description of issue resolution into trouble ticket system and manage trouble tickets to closure.
• Assisted in launch of new system applications.

Confidential

Technical Illustrator contracted to General Motors Mid/Lux Interior Trim Division. Responsibilities included generating technical and graphic illustrations per customers' requests. Render conceptual drawings from prototyped parts, cardboard and clay models. Generate illustrations for engineers from verbal instructions and/or CAD plots. Use PC to create special art for manual covers, text, and graphics. Major Programs: U-Van sidewall trim parts description sheets. Key Interfaces of Design wall display and manual. Pontiac Grand Prix Lesson's Learned Manual .

Confidential

Supervised six full time Technical and Graphic Illustrators. Reviewed and processed all in-coming work to generate illustrations for use in automobile Shop and Owners Manuals along with advertising promotions for clients. Distributed work to in-house employees and contractors, outside contract houses, and to freelancers. Check and verify all completed art for accuracy to meet client specifications. Set deadlines and assure the completion of these and other predetermined deadlines. Interact and make recommendations to clients and vendors for best way to use graphics and illustrations. Review proposals and quote time and hours and give estimated time lines and completion dates. Negotiate prices with contract houses and vendors. Major Programs: General Motors Geo line. Nissan Quest and Sentra. Ford Motor Company Probe, Ranger, and Villager. Krueger Machine Tool. Web Manufacturing.

Confidential

Responsibilities included the overseeing and supervising 8 Technical Illustrators. Evaluate incoming jobs, estimate completion time, assign work to illustrators, follow-up on status, and check completed jobs for accuracy against engineering prints, parts, photos and parts lists. Act as liaison between technical group and engineering. Interviewed prospective personnel for assignments. Major Programs: Toyota Celica Convertible. Nissan Infinity M-30 Convertible, SX-230 Convertible, and SX-300 Convertible. General Motors Camaro and Firebird Convertibles and Cavalier and Sunbird Convertibles.

Confidential

Responsibilities were to create complex isometric and perspective illustrations of gas turbine engines by interpreting engineering drawings, photographs, and actual parts for use in product support manuals, reports, and proposals. Rendered graphic illustrations for use in viewgraphs, slides and marketing presentations. Assisted in the design of forms, logos, floor plan layouts, and other miscellaneous graphic art. Provide back-up support in photo lab and CAD/CAM. Major Programs: Gas turbine engines for Cruise Missiles. Gas turbine engines for use by the military in NBC Systems.

Confidential

• The assigned responsibilities were to generate isometric and perspective line drawings of computer printers and printer parts from engineering drawings and existing parts for illustrated parts catalogs, technical manuals, and marketing materials. Specified and set type as required for illustrations. Ordered supplies for the department and maintained inventory.
• Major Programs: Computer Printer Peripherals

Confidential

Assigned the duties of rendering perspective illustrations of automobile chassis and body components using perspective plotting grids and CAD/CAM wireframe models. Referenced mechanical and body engineering drawings to ensure accuracy per specifications. Was promoted from Final Artist to Senior Technical Illustrator in less than 6 months. Major Programs: Chevrolet Truck Division and Fisher Body Division of General Motors.

Confidential

Charged with the responsibilities of supervising 11 employees in the areas of purchasing, inventory and supply, mail services, microfilming, and shipping and receiving. Approved companywide purchase orders for equipment, supplies, and printed materials. Started employment as a mail clerk and was promoted to supervisor in less than 18 months. Major Programs: Automobile and Life Insurance for Michigan Credit Union Members.