SUMMARY:

• Day - to-day, Data Center Operations,
• Monitored and Coached, junior team members, on site and over seas team members.
• Confidential Server and Network Monitoring,
• BMC Impact Explorer, Splunk/SPOG, Enterprise Operations Email Inbox,
• SAP / AutoSys (Batch Jobs Operations, SAP Operations Email Inbox),
• SAP Batch Job Monitoring with both the standard consoles and the CPS Redwood Web Admin consoles.
• AutoSys Senior SME, and Scheduler,
• Emergency Auto Paging and WebEx Conference Calls Coordination,
• Handled P1 and P2 War Room Conference Calls for Digital Foundations Outages and other major outages.
• Provided senior level best courses of action and best practices.
• Utilized Enera Rapid Reach to perform emergency auto page outs to local and over seas Confidential engineering teams and provided technical details to assist in expediting outages and degradation resolutions.
• Assisted in SOP/Playbooks updates and RCA/Root Cause Analyses and other documentation.
• Backup Operations,
• Symantec BackupExec and NetBackup Ops Analytics (multiple medium to large tape silo operations, thousands of tapes, Armored / EMP Shielded vault procedures, Iron Mountain / Recall, administrator and performed physical tape tubs and truck/shipment physical operations with physical security.)
• Shift Lead Duties,
• Approved physical security and coordinated with them to allow 3 rd party vendors to be granted on site and then secured server floor access for approved Changes per the Change Management processes.
• When on day shift, attended and participated in the general, CABs / Change Advisory Board, Confidential Conference Calls with hundreds of technicians, engineers, and management on the line.
• Signed off of incoming packages and processed them.
• Updated and directed the General Turnover, the daily reports.
• Sent out the P1 and P2 mass communications emails for Confidential outages and degradations thru BMC Remedy's Email Communications.
• Wrote and Ran my own custom Java Scripts for advanced searches and ran metrics in Remedy and other tools like Spotfire to assist in problem resolutions, metrics, and other analyses.
• Attended the community's Annual CA AutoSys Conference and collaborated with the local / Confidential, Confidential, Confidential, Confidential, and Confidential Senior SME's were in attendance, I represented Confidential .
• Lead the teams thru 12 hours shifts, kept up morale, made sure everyone was performing well and asked frequently if they were ok and if they had any concerns and or questions, tidied up the place, wiped down surfaces, light vacuuming, break area and office supplies restocking and also processing supplies and did double check supplies invoices with dept. admin.
• USIT Operations III / Research Platform Services (Engineering III) Teams, (Business Analyst, Senior Business Analyst),
• Coached junior III team members,
• Trained Level I and II related team members,
• Was on call, sent out the appropriate mass Confidential outages and degradation communications for specified apps.
• Oracle Admin Console, Spotfire, Middleware Admin Consoles, Jitterbit, Steelwedge (primarily to schedule and run CDW and Salesforce related Channel Seed AutoSys batch jobs and errors troubleshooting with senior dev team), Weblogic, Websphere, Repliweb, Toad,
• Was the Senior SME of the Confidential AutoSys Batch Systems, CDW/Crop Data Warehouse and it's related pre-fixed batch jobs.
• Attended the reoccurring 6 month federal level audits and coordinated efforts with 3 rd party auditors for example, Confidential and Confidential .
• Utilized 5 different ticketing systems, MS TeamSite Ticketing Module, BMC Remedy, Jira, ServiceNow, SBM TeamTrack.
• Attended and Hosted technical and other meetings from small groups of around 5 technicians and engineers, to over 30 senior engineers and management in the in-person and WebEx meetings.
• Coordinated some outages and changes with MS Communicator / Skype,
• Administrated SBM TeamTrack ticketing system with Manager privileges for Middleware database and websites changes and promotions/updates thru the 4 environments of, dev, test, ps, and prod, of multiple different applications for Confidential processes.
• Utilized Putty to access a linux Monsanto custom bash profile with the AutoSys Application primarily to promote PS and PROD updates and changes, occasionally assisted developers in the dev and test lower environments.
• Created custom Splunk Dashboards,
• Attended about 3 meetings a day and coordinated escalated level III Incident Tickets and PBI / Problem Investigation tickets.
• Administrated over 1600+ databases, service accounts, across MS, Linux, Oracle, and SQL platforms via PAAM, CyberArk, Information Security Software Management.
• Coordinated with DDOS and other Information Security related matters with ISO Intelligence and ISO Operations teams.
• Was one of the Senior SME's (assisting the Technical Manager) of the lati'l,,n LOB web apps, at one point, supporting, maintaining, upgrading, the about $1.6+ million per week gross revenue LOB web apps.
• Created many documents and updated them.

PROFESSIONAL EXPERIENCE:

Confidential - St. Louis, MO

IT Support Manager

Responsibilities:

• Lead the continual support, troubleshooting, and maintenance of the ERP software, V2/Distribution One.
• Lead weekend and overnight patching of Distribution One.
• Answered daily calls from internal employees and resolved many technical issues.
• Worked with vendors with several patching and upgrade projects, over several conference calls, etc.
• Helped resolve several major service disruptions with auto document and faxing services with Distribution One and MS Windows Server Services.
• Lead the planning phases of instituting and coordinating with the vendor and several departments with trying to implement the new laser barcode scanner system with Distribution One.
• Lead the design of the new Distribution One virtual machine upgrades and it’s planning phases.
• Managed about, an 8 figure, multimillion-dollar, fiscal year, gross profit, company's total IT infrastructure for about 10 physical sites across 2 major metropolitan cities.
• Continued to institute IT industry's best practices under heavy upper management opposition; Ticket System, SLA, Information Security, DRBC, etc.
• Window OS upgrades from XP to Win7; Servers Upgrades from 2003 to 2008 and used Dell's Open Manage software.
• Negotiated the total printer fleet continuing upgrades and the total network WAN contracts.
• Managed outside vendor techs and 2 internal System Administrators.
• On average helped support staff, CCRs/CSRs, and particularly VP's (of Purchasing/Procurement), saving $100K sales about every month.
• Signed off and co-signed off, on contractor invoices, estimates, weekly pay/OT, vacation/holiday/PTO items.
• Managed the team's meetings internally and with many vendor meetings. Also managed the team's offsite visits from the HQ to the satellite sites.
• Reviewed and signed off on the IT Dept.'s monthly expense report and subordinate's reimbursement reports.
• Had many one on one meetings with subordinates, discipline, coaching, listening and acting on their concerns.
• Primarily handled almost all HR new hires and terminations.
• Performed almost all IT orientations for the company's new hires.
• Created many SOP IT documentation.
• Help create the new payroll system's new hire orientation and did 3 separate presentations to all 3 shifts for the main plant's union workers.
• Was instrumental in developing the company's new security camera systems.
• Was head for IT support for yearly physical inventory for all sites over the weekends too.
• Worked with the company's VP of Logistics, the CFO, and the company's head architect on the many blueprints, revisions, documentation, meetings, etc, on the new 100K+ sq. ft., office, plant, and warehouse.
• Resolved many Tier 3/Level 3, and projects issues and tasks.
• Was also instrumental in the development of the virtualization and data center migration plans.
• Participated and helped drive high employee morale with holiday office parties and internal events.
• Participated in the following philanthropic events / organizations: St. Louis Area Foodbank, The Salvation Army, American Red Cross and others.

Confidential - Clayton, MO

Network Technician / Network Engineer

Responsibilities:

• Made a lot of client documentation from proprietary small business web app clinic documentation to AV web console documentation to small business network diagrams.
• VMWare Server troubleshooting, app issues, AD account issues, scheduled maintenance and overnight/over the weekend reboots with POCs.
• Learned CW quickly.
• Server HDD space/Client HDD space troubleshooting
• Troubleshot Citrix Server and client issues.
• Troubleshot thin client issues, mostly Wyse, some DevonITs, and a few HP ones.
• Used VNC and TS to remote connect into thin clients.
• Troubleshot simple TS/RDS profile lock out issues, to more complex profile rebuilds, to
• Lots of local and network printer, scanner, copier/MFC’s troubleshooting, worked with vendors too.
• Exchange Server, Outlook Client, and OWA troubleshooting (Exchange 2003, 2007 and 2010; Outlook 2003, 2007, and 2010), new mailbox creation, email trace troubleshooting
• Auto complete nk2 file (2007) to 2010 outlook importing.
• AD administration and some GPO troubleshooting, some login script troubleshooting and with some batch/vb scripts.
• Learned Kaysea web console.
• Malware and Anti-Virus Troubleshooting (AVG/MBAM/KAV)
• Performed imaging with Acronis backup and Acronis imaging for PCs.
• Was selected to go on-site with a team member and re-do an entire server rack and perform wire management.
• Was selected to go on-site for about 2 months for one of the larger clients for on-site desktop, some phone, and some server support (mainly because of past AS400 and Lotus Notes experience)
• Performed a series of upgrades to a major health care LOB app (hot fix update) to 5 Citrix servers and 1 back end sql server over a weekend
• Was on call rotation for over 4 times (1 week, 24x7)
• Got quickly familiar with old Cisco phone system and quickly learned new Shoretel phone system, also troubleshot clients’ phone systems and GFI Faxmaker systems too.
• Used MS Lync and Shoretel chat systems
• Troubleshot some medium sized bank’s CISCO firewalls and VPN issues, documented that too.
• Used MS SP for documentation.
• Participated some philanthropic events / organizations.

Confidential

Desktop Technician / Desk Side Technician

Responsibilities:

• McAfee Endpoint Encryption decryptions and HDD backups on HP and Dell desktops and laptops
• Troubleshot issues with using the McAfee Endpoint Encryption Manager console
• End-User password resets and permissions troubleshooting, both local admin privileges and network file share issues; using both the MS admin pak’s ADUC and MMC consoles
• Software Installations on-site and remotely using Confidential ’s On-demand website; and licensing verification
• Troubleshot issues on-site or remotely using Confidential ’s On-demand website using SMS or used RDP
• New desktop and laptop deployments
• Terminated associate asset collections
• Troubleshooting software applications, Wifi, MS Office products, etc.
• Troubleshooting hardware issues, performed shell swaps, hardware PC component swaps and testing
• Basic Printer troubleshooting, network and local, New Printer setups
• Reimaging PCs
• Installations document drafting
• VIP technical support (directors and above)
• Desk / cubical / office network port to wiring closet (switches and wall ports) troubleshooting
• Worked in chemical labs with Ph.D.’s and Principle Chemical Engineers (went thru chemical lab safety training, got safety glasses, used visitor lab coats, and nitrile gloves in PPE defined areas)
• Worked in / close to, radiological labs with Ph.D.’s and Principle Chemical Engineers (went thru radiation safety training and got a radiation dosimeter badge)
• Heavy HP Support environment, some dell support, light Apple/Mac support
• Worked with Physical Security and the Client Technologies teams to solve a screen saver group policy issue on a 4 multi-monitor security camera computer system
• Participated some philanthropic events / organizations.

Confidential

Senior Information Technology Specialist / Security Technician

Responsibilities:

• Heavy phone queue technical support
• Resetting user accounts, Active Directory/Citrix, I-MAX/Macess, Amisys 4
• Coordinated technical support with, out-of-state/national/regional IT Liaisons at satellite offices
• Worked with IT Security
• Some Citrix Administration, Resetting/Logging off locked up sessions, troubleshooting technical issues with users
• Wyse Thin Client Troubleshooting
• Some Blackberry troubleshooting and unlocking accounts
• Heavy Dell Support environment
• Dell and Intel Wireless LAN support, VPN and Verizon Air Card Support
• Heavy remote support either thru MS Communicator, SCCM, RDC, and / or web interface
• Quickly learned and troubleshot, printing issues with CCMS and Rightfax
• Stayed after hours when asked by management to make sure the job got done
• Some VMWare / VDI / troubleshooting with the admin console
• Wrote up 10+ page documentation (with lots of screenshot pictures) on new install procedures for the new SQL Server 2008 Features/Components Install for Developers; per management, worked with another department’s engineer with the install details and then submitted documentation to the MS OneNote Project Lead and management
• Tracked support issues with Remedy and Service Now ticketing systems; quickly learned both systems
• Analyzed and identified an out-of-state city wide domain level issue with updating the local computer systems and notified management
• Participated some philanthropic events / organizations.

Confidential

End User Technology Engineer - St. Louis, MO

Responsibilities:

• Provided 3rd Level Technical Support
• Altiris NS & DS duties (light Notification Server duties, heavy Deployment Server duties, scripting and packaging apps)
• Altiris Helpdesk Administration - adding / removing / configuring Workers (Users)
• Notification Rules (Mostly ASAP rule that is tied with blackberries)
• Active Directory Administration
• Information Security Liaison - Consoles - Hercules, ePO, EEPC/Safeboot, Pointsec Protector, some Host DLP
• Trained new Engineers, 2nd Level, and Help Desk Technicians
• Change Management Process
• Info Blox - Grid Manager - Network IP Reservation Administration
• Image building with Altiris RapidDeploy, Sysprep, and created Presysprep batch script to streamline image builds
• Worked with VMWare on local test boxes and those housed on the server side with connectivity thru vSphere client
• Create a small test VM dev environment, one MS Server 2008 and 20 XP VMs to test Oracle Single Sign On.
• Troubleshot Juniper VPN issues
• Participated in the following philanthropic events / organizations: Habitat for Humanity, Rebuilding St. Louis, American Red Cross.

Confidential

Desktop Support Analyst

Responsibilities:

• Re-imaged, upgraded, and troubleshot PC and Apple, desktops and laptops using Symantec Ghost, Novell Zenworks, and re-imaging Macs with a pre-made “.pkg” file
• Resolved upper management PC issues (Directors, Associate Deans, Dean)
• Performed email, contacts, and calendar migrations from the legacy SLU mail to the new SLU Gmail
• Resolved outstanding email migration issues, i.e., syncing Gmail calendar thru outlook and to a PDA
• Planned with department secretaries and managers, and performed departmental moves from one building to another
• Escorted locked sensitive computer equipment from one secured campus location to another
• Assisted in managing the directory tree in Novell ConsoleOne
• Cross-trained with another analyst and trained student workers.
• Participated some philanthropic events / organizations.

Confidential

PC Support Analyst, St. Louis, MO

Responsibilities:

• Re-imaged desktop PCs using Norton ghost, working with engineering to upgrade ghosting process
• Pushed out software groups using group policy update with Active Directory
• Cross-trained with other new Analysts
• Writing up documentation for new fixes and installs
• Upper Management Support (Directors, VPs, SVPs, CXX, CEO)
• Was on the rotation for a 24/7 On-Call Blackberry
• Answering Emergency / VIP phone line, troubleshooting software and hardware issues
• Working with 3rd Party vendors to resolve internal technical issues
• Testing two different releases of a financial software (check factory) with Windows XP
• Conference Room Support - Projectors, PCs, wireless mice / keyboards, other devices
• Performed “end of the day” conference room walk-throughs
• Email / Outlook & Blackberry Support
• Drove to off-sites to resolve client issues there
• Created, troubleshot, edited, and removed VPN accounts by remoting into a Windows 2003 server and using Steel-belted Radius VPN software; troubleshot issues with Sprint Air Cards.
• Participated some philanthropic events / organizations.

Confidential

Desktop Analyst

Responsibilities:

• Re-imaged desktop PCs using proprietary network OS software and Norton ghost
• Pushed out software groups using AD and verified thru SMS Viewer
• Coordinated with MISD desktop team and the Project Access team on tough technical issues
• Assisted in deployment of kiosk and normal PCs
• Went on departmental “walk throughs” to determine which PCs to refresh through out the hospital
• Created network port maps of the 4th and 5th floor heart hospital
• Quickly learned the Sister’s of Mercy’s proprietary web tool, PATR
• Tested new versions of software on client PCs with WinXP - i.e. SnagIT Version 8
• Repaired and upgraded PCs in the Surgical, Maternity, Pathology, Viral Lab, ER, and other various locations.
• Participated some philanthropic events / organizations.

Confidential

Senior Desktop Engineer/Systems Support Engineer

Responsibilities:

• Performed PC moves, new PC deployments, PC rebuilds, and re-imaging with Symantec Ghost
• Level 2 desktop support - resolved some issues remotely with SMS
• Tested multiple pieces of software and OS images from Confidential for an internet security workshop; worked with vendor to resolve issues on putting the images on our desktop / laptop platforms using VM Ware
• Worked with other employees from other departments and went on conference calls with outside vendors (international) in putting together, scheduling, building PCs for training room events
• Updating documentation with MS Visio
• Trained new System Support Engineers in current procedures and policies
• Researched on obtaining new software and licenses, signed off on purchase orders
• Worked with the asset management department on software licensing issues
• Updating documentation for department’s tech database
• Researched PC allocation / asset management with TS Census / Novell Zenworks
• Resolved upper management PC issues, upgraded 5 SVP laptops
• Responded to high priority pages from pager and assisted Level 1help desk
• Texted details on tickets to and from other team members on issues on text pager
• Frequently responded to high priority issues to high impact areas
• Hosted team meetings, worked closely with managers, directors, and with other depts. / groups and sent emails to the team about new policies and procedures
• Supported MasterCard University Training Rooms and coordinated with managers, directors, and outside (some international) vendors
• Tested various software installation types with developers on the installation of Rational Clearquest, Rational Applications Developer 6.0, and new VPN software with BlackIce and Windows Services
• Participated in the following philanthropic events / organizations: American Red Cross and others.