SUMMARY:

• Innovative, proficient and highly skilled IT professional adept at designing and implementing technological applications, customizing solutions, collaborating with IT professionals, testing software, and complying with legal requirements.
• Warehouse Management Systems (WMS) and Material Flow Systems (MFS).
• Microsoft Active Directory structure/security and Group Policies
• SQL queries
• PC, laptops and printers Troubleshooting
• PC and laptop Repair, installation, parts replacement and configuration
• Cisco Routers/Switches
• Network Installation
• Network Troubleshooting
• Troubleshoot DC circuits
• Use digital test equipment: logic probes, pulsars, and analyzers
• Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Supervisor/Management
• Scripting languages and techniques
• PowerShell and scripting for Windows OS
• Windows XP/Vista/7 - 10
• Read capacitor codes and determine values
• Imaging (Ghost, ImageX)
• Windows 2003 r2/2008 r2 Server
• Competent with PLC’s (Allen Bradley, Westinghouse)
• Software Installation
• Antivirus installation, configuration and Maintenance
• Use oscilloscope to measure AC signal frequency, amplitude and phase angle
• Windows troubleshooting
• Level three technician
• Remedy
• Soldering Techniques
• Cisco AnyConnect VPN software.
• Customer Service, Phone Support, Help Desk
• Troubleshoot DC circuits
• Use digital test equipment: probes, pulsars, and analyzers
• Written and verbal skills
• Reports & Records
• Windows networking components, me.e. refreshes TCP/IP, DNS, WINS, DHCP, VPN, IPsec
• Software distribution via Microsoft System Center Configuration Manager (SCCM)
• Windows 7 - 10 registry, NTFS permissions, file and folder security, local user security
• Enterprise PC Operating system Deployments & migrations and hardware refreshes

WORK EXPERIENCE:

Confidential, TN

System Analyst

Responsibilities:

• Cherwell and ServiceNow administration to end users to meet and maintain quality standards set by the department. Utilized Cherwell and ServiceNow ticketing system to track, monitor, and resolve issues for WMS/TMS software Synapse. Utilized G Suite to manage and monitor YMS amongst other EDI appliances.
• Utilize PowerShell, Ansible, and Python for task automation, application deployment, and VMware/Citrix Receiver resolution.
• Utilize Fortinet and Kaspersky Lab for firewall/security maintenance, system monitoring the integrity and availability of server resources. Apply server OS patches, perform data backups/recoveries.
• Maintain email service environment. (Office365). Assist in maintaining network related services such as DNS, and DHCP.
• Support and assist network engineering teams with VPN and Wireless using NPS and other AAA services.
• Write SQL queries, and work with existing SQL queries. Utilize Putty to recreate/resolve issues dat arise in the distribution/ fulfillment center. And use JIRA to notate and document in depth root cause analysis to DBA’s and development.

Confidential, TN

IT Incident Manager

Responsibilities:

• Manage team of five help desk technicians, monitoring ticketing activity and production using ServiceNow and ConnectWise.
• Utilize IBM AppScan(HCL AppScan) to run tests and probe for vulnerabilities and weaknesses present to format into reports to address found vulnerabilities.
• Remote technical support and liaison between the Call Center as a Service (CCaaS) operations leads and the Infrastructure as a Services (IaaS) Tier 3 support staff, working in the call center to observe and document technical issues in the Enclave with deployed applications (CRM, MRS, External Interfaces, etc.)
• Follow tech ops guide documentation, report system performance and functional issues back to the development team, assist (intelligent “eyes & ears”) with supporting the Tier 3 team in investigating issues related to proprietary software Agent Desktop with these subsystems’ and workstations.
• Install, configure, use CQA approved monitoring and troubleshooting tools such as Fiddler, Burp and Wireshark per direction of executive support. Apply and enable Mobile Device Management tools like (IBM MaaS360, Cisco Meraki, AirWatch, etc.) to monitor, and secure employee’s mobile devices deployed Enterprise wide in compliance with Zero Trust Security Guide.
• Utilize PowerShell commands to remove windows 10 core components, default applications and tiles.
• Attend site Operations staff meetings/status meetings to communicate observations and update on technical issues affecting Operations utilizing Jira Server Software and other EDI like SharePoint for real time documentation. Lead and relationship building with Enclave leads and supervisors.

Confidential, Pleasant View, TN

Software Support Engineer

Responsibilities:

• Cherwell administration for end users to meet and maintain quality standards set by the department. Utilized Cherwell ticketing system to track, monitor, and resolve issues for the WMS/TMS software WAMA5.
• Utilized Selenium to test web applications and discover security weaknesses.
• Apply program management principals to improve project implementation, reporting and internal metrics.
• Map resources to projects to provide management insight into resource utilization.
• Wrote SQL queries and worked with existing SQL queries.
• Provide technical support for automated material handling software systems equipment in warehouses / distribution centers using an array of technical tools to perform complex troubleshooting and problem solving.
• Identify and resolve issues with Warehouse Management Systems (WMS) and Material Flow Systems (MFS)
• Utilized Fortinet and Kaspersky Lab for firewall/security maintenance, implementing security patches, and hot fixes.
• Support and configure intra-logistics and automation proprietary software WAMAS 5.
• Identify issues dat are mechanical or logical in nature and escalate to the appropriate team for resolution.
• Oversee and perform change management activities.
• Design test scenarios to identify system issues.
• Document and track defects in the test management system.
• Tracked and analyzed team milestones and deliverables to assess overall performance and mission success.
• Train internal and external customers to increase system knowledge.
• Creates documentation and materials for system users and system service & maintenance.
• Design, generate, and maintain reports detailing the daily operations of the systems.
• Analyze system daily operation reports to track and identify opportunities for continued improvement.
• Effectively communicate with customers in high-impact scenarios.
• Assist software development team with projects.
• Ensure maximum system uptime and performance.
• Write and update knowledge base articles.

Confidential, TN

Field Support Technician

Responsibilities:

• Serve as Lead on a team of 5 for deployment of EPIC Leap technologies at Vanderbilt University Medical Center.
• Coordinate with vendors and hospital staff to facilitate performing duties.
• Utilized AppScan to Identify and security weakness during commissioning of EPIC VMware.
• Utilized Cisco Meraki and ConnectWise/Automate for server management and maintenance.
• Lead readiness efforts for new hardware and software being implemented on the front end of the assessment and assist With technical integration and testing efforts.
• Utilized my knowledge of virtual machines, thin clients to navigate EPIC interfaces to run test scripts and support virtual environments. Cherwell administration for end users to meet and maintain quality standards set by the department. Utilized Cherwell ticketing system to track, monitor, and resolve issues for WMS software Manhattan.
• Perform printer mapping, configurations for zebra, document, and prescription laser printers. Coordinate with point of contact/vendor to complete UAT testing/documentation. Troubleshoot zebra, document, and prescription laser printer issues. Responsible for documentation and escalation issues. Supported and maintained Manhattan WMS for inventory management and order fulfillment.

Confidential, TN

Technical Project Coordinator

Responsibilities:

• Served as Point of Contact (POC) for the deployment of VOIP phone systems at Confidential and Home Depot facilities.
• Managed the Cisco Engineers and onsite technicians required for the VOIP deployment. Utilized ServiceNow to address snow tickets, monitor, and manage metrics in Snow dashboard.
• Utilized Cisco ASA appliance for firewall management and maintenance.
• Responsible for performing site surveys, VOIP handset configuration, and procurement requirements for each facility.
• Worked with Cisco engineers to migrate Confidential and Home Depot sites to new Cisco Call Manager.
• Verified and validated UAT required to complete work task to completion in a timely manner.
• Worked with the Cisco Engineer to troubleshoot DID porting issues. Supported and maintained AS400i WMS/TMS for inventory management and order fulfillment in the warehouse along with other ERP.
• Worked with the Cisco Engineer to turn-up circuits. Utilized RDP tools to remotely troubleshoot graphics, networking issues, operating systems, and applications.
• Install, configure and troubleshoot VOIP phone sets, Valcom and Viking paging devices, routers and DID lines.
• Worked with technicians to document network sites after deployment.
• Worked with Cisco Engineer to escalate and resolve post installation issues.

Confidential, TN

IT Desktop Support Specialist

Responsibilities:

• Troubleshoot and resolve desktop and laptop systems hardware, operating systems, and mass storage under warranty. Supported and maintained AS400 WMS/TMS for inventory management and order fulfillment in the warehouse.
• Utilized PowerShell trace commands to expedite administrative tasks.
• Used CompTIA computer codes to document hardware failures in the process management software.
• Performed quick checks to attempt to resolve hardware problems. If problems were not able to be resolved, more intrusive troubleshooting was performed before replacing any defective parts.
• Used TeamViewer to remotely troubleshoot and resolve software problems on Windows XP and Windows 7 computers.
• Used manufacturer guides to take apart laptops. Reimaged laptops when needed.

Confidential, KY

Desktop Support Engineer

Responsibilities:

• Troubleshooting hard drive, memory, power supply, and motherboard issues on workstations. Supported and maintained AS400 WMS/TMS for inventory management and order fulfillment in the warehouse. Along with other cloud computing ERP.
• Used Symantec Ghost to capture image and push out image to computers.
• Used Teamviewer and RDP to remotely troubleshoot and resolve software problems on Windows XP and Windows 7 computers.
• Troubleshoot electronic products and all equipment and be able to repair products, equipment with little or no assistance.
• Communicates with other departments to enhance production execution processes; ensures up-to-date documentation and process compliance through audits, line walks, continuous improvement changes, and escalation to managers where necessary.
• Ensures Harman Production System (HPS) activities and compliance (me.e. 5S, Standard Work, Quality Controls, Material Flow Procedures, etc.) are assigned through mentoring team improvement activities, audits,, etc.
• Responsible for Process Improvement with the Dept.
• Lead corrective actions with production and cross-functional teams.

Confidential, TN

Bench Technician

Responsibilities:

• Diagnose and repair electronic components and various equipment. Maintain and update software.
• Utilized Pegasus ticketing system to monitor and follow up with repairs and inventory.
• Solder surface mount and through- hole components, including IC chips.
• Troubleshoot and repair using a variety of equipment, responsible for detailed documentation of repairs and parts usage.