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It Operations Specialist Resume

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Lansing, MI

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SUMMARY:

Dedicated IT Professional with vast enterprise IT experience. Skilled at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal - oriented team player with expertise in enterprise manufacturing and Data Center IT, customer relation management and document control. Dependable self-starter seeking to leverage background into challenging new IT role.

SKILLS:

  • Incident Management
  • Inventory Management
  • Data Analysis
  • Issue Resolution
  • Change Management
  • Troubleshooting
  • Dependable
  • Data Center
  • Desktop
  • Documentation and Reporting
  • Asset Management
  • People Skills
  • Training
  • Team Player
  • Customer Service

EXPERIENCE:

IT Operations Specialist

Confidential, Lansing, MI

Responsibilities:

  • Single point of contact for all hardware/application/network issues at the Lansing Grand River Assembly Plant.
  • Supported both office and plant environment with their IT issues and needs.
  • Working knowledge of physical data center environment (Network switches, servers, HVAC)
  • Experienced in AD, File & Print and software/application server management
  • Troubleshooting hardware/application/network/printer issues
  • Use of multiple manufacturing applications (GEPICS, PM&C, PR&T, PPS, EPS)
  • Interfaced with Just-in Time suppliers IT departments for incident resolution
  • Working experience with Active Directory, Widows 7/10, Microsoft Office, IBM BigFix, HP Radia (patch management and software distribution)
  • Desktop support (install, configure, troubleshoot) for laptops, desktops, printers (MFP included), scanners, tablets, VoIP telephones, smartphones, PTT radios,
  • Software installation and support on office and manufacturing clients
  • Working knowledge of networks (VLANS, wireless, Cisco hardware)
  • Process and documentation creation and control experience
  • HP ITAM tool for Asset management for entire life cycle process
  • HP ITSM (Service Manager) tool for incidents and ticket processing
  • Interfaced with other manufacturing departments to address plant projects and major changes/upgrades involving IT

GLOBAL INCIDENT ANALYST

Confidential, Warren, MI

Responsibilities:

  • Incident Manager for all manufacturing sites around the globe
  • Single point of contact for all IT incidents that had potential to or did cause production impact (Global Manufacturing Service Desk for Manufacturing site IT management)
  • Facilitated and guided support teams to resolve incidents in a timely manner
  • Reported to senior management status and root cause of incidents in real time during business update Webex/Skype calls
  • Followed up with written reports including time lines, root causes and problem management tasks
  • Successful in meeting or exceeding goals (30 minutes) of resolving high priority incidents in less time on average
  • Created many process documents for Incident Management
  • Continual process improvements addressed on regular basis
  • Personally requested by Asia Region Command Center Manager to travel to South Korea and train their incident management team in 2012

Application and Hosting support

Confidential, Warren, MI

Responsibilities:

  • Support Confidential manufacturing with Level 1 monitoring and support for global applications and server environment to proactively identify IT issues with potential impact.
  • Worked in unison with Incident Manager and Network Engineer to resolve issues in IT environment
  • Improved monitoring processes and maintained process documentation

IT monitoring tools used: BMC Patrol, HP OM, NNMi, NetScout

IT manufacTuring operations Manager

Confidential, Lansing, MI

Responsibilities:

  • Single point of contact for all hardware/application/network issues both office and plant environment at Confidential
  • Pre-production health checks
  • Incident Management
  • Monitor all IT systems/networks/applications
  • Print & delivery of manifests and labels
  • Maintenance of printers
  • Desktop support
  • VoIP phone installations
  • Asset management

Mainframe technical support

Confidential

Responsibilities:

  • Mainframe data center operations team leader for Confidential disaster recovery hot site
  • MVS, DASD and JES2 experience
  • Recovered in test environment Confidential mainframe systems and provided for user acceptance testing
  • Performed different system IPL's weekly
  • Staged and maintained all media that supported disaster recovery drills

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