TECHNICAL SKILLS

• Windows XP,95, 98, NT, 2000 - extensive hands on experience
• Windows NT server - setup, policies, user accounts, trusts, maintenance, troubleshooting, RAID
• Lotus Notes - Setup, configuration, database maintenance, replication, training
• MS Office XP,95/97 – Setup, configuration, training
• PC Anywhere 9.0/10.0
• Microsoft Networking – TCP/IP, peer-to-peer, domain based
• Dial-up networking (including VPN) – Setup, maintenance, troubleshooting
• Laptops and desktops – extensive knowledge and experience in maintenance, setup, and troubleshooting
• Programming –HTML
• High degree of technical aptitude – quick to learn new theories and concepts

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Contracted Business Systems Analyst

Responsibilities:

• Monitoring applications performance and availability and respond when issues are identified
• Incident ticket setup and initial issue triage. Monitoring bridge calls for escalation and communication purposes
• Engaging technical support from IAM, EID, and 3rd party vendors on service restoration bridge calls
• Real - time incident communications to support teams and business and technology leaders (paging, e-mails, and vms)
• Ad-Hoc CEC process/project work

Confidential, Minneapolis, MN

Contracted Systems Support Analyst

• Provides Level 2 production support for the Field Technologies Support Organization (FTSO), utilizing client specified tools as well as applied knowledge.
• Performs incident/problem management and assists other Support Analysts with resolution of moderately complex issues.
• Performs escalation/notification when necessary as well as providing awareness to FTSO management and peer groups as needed.
• Works closely with the Innovantage Technology Manager, under the direction of the Innovantage Delivery Manager.
• Identifies, researches, and resolves technical problems and recurring issues..
• Develops and updates accurate technical/procedural documentation and knowledge base data to be used by support personnel.
• Interacts with client’s vendors as necessary to secure service for Financial Advisors.
• Maintains various reports as directed by the Delivery Manager.
• Trains and mentors Help Desk Analysts - Associate.
• Completes assigned special projects as directed by FTSO Management, such as information gathering, research, and documentation.
• Takes scheduled calls as well as constantly monitors scheduling queue to assist where needed on calls.
• Attends meetings with customers as directed by FTSO Management.
• Assists FTSO Management Team in drafting and/or revising policies/procedures.
• Participates in (and may direct) Root Cause Analysis of recurring issues.
• Provides “best effort” support on untested hardware.
• Communicates verbally and electronically as needed with field and business partners.
• Must learn and demonstrate understanding and apply knowledge of all required FTSO processes, procedures, and tools such as (but not limited to):
• Sales and Service Tools Suite
• CDS (Client Data Systems)
• Data Refresh
• FAS (Financial Advisory Service)
• Client chosen call tracking software (Managenow)

Confidential, MN

Systems Support Analyst

• Help desk professional hired to help the organization realize the value of adding a second shift (9-6:30pm) to provide additional access for international and off-hours users. Environment is NT, Lotus Notes and AS400.
• Heavily involved with documentation of process and procedure
• Ran the Mortenson Account Management process creating all users NT, Lotus Notes, P3, ICE/ITB, and Expedition Accounts.
• Worked closely with the Lotus Notes admin to create better utilities to help users manage the size of their email databases before mail server hit 85% Threshold.
• Make recommendations for how to improve processes (like shift change procedures)
• Manage checklist process to make sure environment is under control before leaving and so that morning crew knows what needs to be done as follow-up.

Confidential, Oakdale, MN

2nd Level Support Engineer

• ACL to Access server log file, or any clients mail file to troubleshoot
• Remote Support Administration
• Ability to see which users are connected to server, and if they are connected through TCPIP or directly through server by modem. Monitor their connection checking error rate, connection speed and which comm port on server they reside on.
• 2 nd Level Support for all Lotus Notes Issues that can’t be resolved by 1 st Level of Support
• Network Monitoring using HP Openview and Tivoli
• Problem Tracking - using Clarify
• Software Distribution
• RLA Support
• NT System Engineer Account
• Logging onto any server to monitor print queues
• User Manager
• Checking a users access to shares, which groups they reside in, and passwords.
• Virtual Private Networking Support
• Change Management for Global Issues: Oracle DBA, NT, UNIX, Imation Network,
• Code Migration, Imation Europe, Infrastructure Changes, Data Warehouse, Workflow

Confidential

Software Confidential

• Supported 5000+ Internal Sales Reps
• 85% of the call volume was Lotus Notes Client Support
• Notes 4.6 & 5.0 Client Setup
• Modifying the Workspace
• Adding Databases to Workspace
• Database Management
• Correct Access Control, Finding Database replicas, Moving Icons, and Finding Database information.
• Changing Panes and Views
• Notes Calendaring
• Formatting Document Data
• Adding Buttons, Links, File Attachments, Lists, Sections, and Paragraph Margins.
• Replication
• Configuring Clients Network Settings to work in conjunction with Notes, Setting up Modems, Creating Server Connections, Calling a Notes Server, Creating, and editing a location.
• Creating a replicator entry, replicating databases from the replicator and the foreground, creating a local replica, accessing replication information and settings.
• Troubleshooting and problem resolution for laptop PCs
• Over the phone training to sales reps on PC applications and processes
• Call tracking - using Remedy
• Knowledge database (Solution Builder) upkeep
• Worked with laptops, configuration, dial-up networking, Office, Windows 95, 98, NT 4.0, 2000, Lotus Notes, Netscape, IE4/5, HP printers

Confidential, MN

Contracted NT Specialist

• Telephone support for Internal Deluxe employees and field sales reps
• Troubleshooting and problem resolution for laptop and desktop PCs
• Supported user support issues for NT Workstation 4.0, Windows 95/98, Lotus Notes 4.5, MS Office 97,
• Call Tracking - using Expert Advisor

Confidential Minneapolis, MN

Contracted Kiosk Support Technician

• Provided Level I, II, and III hardware/software support to all the DHC Gift Registry PC’s.
• Supported migration from OS/2 to NT 4.0.
• Call Tracking - using Expert Advisor
• Provided training to new employees

Confidential Minneapolis, MN

Contracted Enterprise Monitoring/Recovery Support Technician

• Provided server and basic network support to the Target, Mervyns, and DSD networks.
• Used Tivoli and HP open view to monitor enterprise network.
• ODS Hubs
• Call Tracking - using Expert Advisor