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It Support Assistant Manager Resume

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Newport News, VA

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OBJECTIVE:

Seeking a position with a team oriented company that will utilize my technical, managerial and customer service skills as an asset to further business goals while I continue to grow professionally.

EXPERIENCE:

Confidential, Newport News, VA

IT Support Assistant Manager

  • Assisted with the daily operations of the WMS IT support team
  • Responsible for maintaining various metrics reports
  • Held weekly team meetings
  • Primary contact for the WMS support analysts
  • Maintained strong relationships within the IT department
  • Maintained vendor relations as primary support contact (Psion, Motorola, Descartes)
  • Managed Service Calls, Change & Problem tickets using SM9
  • Monitored daily, weekly, monthly call volume
  • Managed support schedules and phone queues to ensure adequate coverage
  • Performed quality monitoring of support associates
  • Addressed training needs within the team
  • Held individual monthly status meetings with support analysts
  • Participated in weekly & monthly manager meetings
  • Lead on multiple acquisitions and distribution center go - lives (travel)
  • Attended continuous manager, customer service, and other related business training

Confidential

IT Support Analyst III

  • Ensured the quality & delivery of technical operations supporting the business nationwide
  • Provided level 3 technical support within the Support Center to include proactive and reactive incident resolution
  • Performed proactive review of systems performance and alerts to ensure event correlation and trend analysis were performed on a regular basis
  • Ensured knowledge database was populated with resolutions, workarounds, known issues
  • Team lead on multiple projects including transition & training nationwide on EP10 logistic devices, mProdigy software implementation, Psion RF device upgrade
  • Monitored system backups and processed restore requests
  • Reviewed system logs to identify signs of potential problems
  • Established and maintained users in regard to their files, rights, and account restrictions
  • Clone, recover, and migrate databases
  • Responded to requests for database configuration changes as directed by senior staff
  • Write, execute, and peer review SQL, T-SQL scripts, OS-level scripts, packages, and functions

Confidential, Spartanburg, SC

Administrative Systems Support

  • First IT Contact in Oracle & Microsoft software support help chain (40 associates)
  • Inventory management, reconciliation, demand analysis
  • Assisted associates to streamline the flow of production to meet shipping goals
  • Troubleshooting and resolution of all software related issues to improve productivity
  • Database management (Financials, training certifications, production measurements, etc.)
  • Daily, Weekly, Monthly reporting via charts, meetings (financials, production, safety, etc.)
  • Audited weekly & monthly cycle counts of raw materials and inventory
  • Lead on semi-annual physical inventory
  • Created and implemented Oracle training manual to improve associate training.
  • Actively improved inventory by troubleshooting errors, preparing associates for demands, etc.
  • Decreased at risk inventory by 90% by analyzing on hand products, reclassing slow moving inventory on hand, manually applying slow moving obsolete goods to demanded orders.
  • Improved user interface by testing, evaluating, & troubleshooting issues on the Oracle R12 team before “go live”.
  • Decreased financial hits by analyzing the variance in each job and troubleshooting accordingly.

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