FAMILIAR APPLICATIONS and EQUIPMENT:

• SAP
• SAP Security
• NetWeaver
• Office 2016
• LeftHand
• Project Management
• MII
• uPerform RWD
• DataCore
• Office 365
• Training Documents
• Lotus 5 and 7
• GRC
• SAP BASIS
• Hyper - V
• Lync 2013
• Training Employees
• Polycom Video

EXPERIENCE:

I.T. Manager

Confidential

Responsibilities:

• SPOC for all user, network and VoIP issues.
• Address company needs and create projects to remedy them.
• Research, obtain quotes, and manage all project implementations.
• Projects include:
• Implementing VoIP from PBX system.
• Upgrade from Exchange 2007 to Office 36 5.
• Revamp entire infrastructure at Livonia plant.
• Update routers to accommodate faster speeds.
• Update switches to accommodate faster speeds and POE.
• Bring local computers and software up to date.
• Manage Symantec Backup solution and rotate tapes weekly.
• Security Administrator for Active Directory, Office 365, Encompix ERP, Covisint for Ford and Covisint for GM.
• Knowledge Engineering for ticket system.
• Create training documentation and train users on how to use, various pieces of equipment, software, and security measures to prevent social engineering.
• Work with parent company in Germany to standardize I.T. across all locations globally.

SAP Support Specialist / Systems Administrator

Confidential

Responsibilities:

• SPOC for all SAP issues.
• SAP Security:
• User access assignment and removal in ECC, GRC, MII, BW, BOBJ, BPC, Solution Manager and SAP Marketplace.
• Added transaction codes and authorization objects to existing roles.
• Created parent and child roles from scratch.
• Perform Segregation of Duties reports.
• Perform User Access Reviews.
• Was a Role Owner.
• Update Master Role list and imported into GRC.
• Used tcode SU53 to troubleshoot user access problems.
• Used SUIM for various reporting and security searches by tcode, authorization object, profile, and role.
• Managed the GRC 10 implementation project to enable end users to request access for themselves and new employees.
• Managed a label project pulling SAP data and MSDS data from ExESS to create labels
• Maintained ABAP connections between systems.
• Performed client copies.
• Maintained MII ABAP, JAVA and Servers.
• Migrated MII programs between different systems and versions.
• Assisted with MII Dashboard designs, testing and implementation using SmartForms and Adobe Document Services.
• Created and extended materials.
• Created and moved transports through systems, including manually moving data and co-files between servers prior to move.
• Created, adjusted and maintained purchase request approvers, groups and locations.
• Performed yearly audit for users in all SAP systems for SAP (the company).
• Request Developer and Object keys from SAP Marketplace.
• Migrated data from LeftHand to DataCore after creating new LUNs and then Servers in Hyper-V.
• Upgraded Polycom video conferencing to the HDX 6000 system and integrated it with Lync 2013 and Polycom CX600 POE desk phone.
• Resolved all issues escalated by the helpdesk, sometimes involving interaction and assistance from the vendor.
• Created training documentation using Ancile uPerform RWD and Word for end users ranging from access requests to how to install and use the VPN.
• Trained new users on new and existing technologies.

Helpdesk Administrator

Confidential

Responsibilities:

• Received calls from all North American associates for level 1 and 2 helpdesk support using Altiris Helpdesk software to track incidents.
• Trained replacement helpdesk as level 3 support.
• Interacted with vendors for warranty support and purchase of products.
• Support over 8 Ethernet domains and 3rd party offsite locations including 400 users.
• Used VNC, Carbon Copy and Remote Desktop to troubleshoot PC and laptop workstations for hardware, software, and connectivity issues remotely.
• Desk side support for all employees at North American headquarters in English and Japanese.
• Created Active Directory and Exchange accounts as well as add and remove permissions, users and computers to network resources.
• Support all Windows OS’s from 95 to XP Pro
• Installed, trained and supported MS Office 2007 and Sonic Wall VPN Net Extender.
• Engineered knowledge and created a knowledge base for Altiris Helpdesk tool.
• Assisted SharePoint intranet creation and documentation.
• Assisted Network Admin with service of switches, routers and KVM in server room.
• Imaged computers and installed applications using Altiris Deployment Console.
• Installed, configured and trained Altiris Backup on laptops.
• Configured and supported HP and Dell laptops for wireless connectivity.
• Assisted users with PDA/Smartphone in Windows and Blackberry formats for connectivity with SBNA network.
• Installed independent applications in English and Japanese.
• Installed and used Symantec Endpoint Protection.
• Created Citrix ICA clients and accounts for connectivity to JDE.
• Changed passwords for Citrix in Active Directory.
• Created passwords and managed JDE accounts and troubleshoot application.
• Installed and troubleshoot Lotus 5 and Lotus 7.
• Trained new IT employees on all systems and procedures and applications.
• Maintained, created and observed JSOX forms and policies.
• Administered the Polycom video conference equipment in North America.
• Managed independent projects assigned by IT Manager and Network Administrator.

IT Training Specialist / Senior Support Tech

Confidential

Responsibilities:

• Received corporate and retail calls from Sears and Kmart associates on level 1 helpdesk.
• Supported almost 500,000 employees and 4000 applications.
• Troubleshoot problems spanning 71 domains containing Token Ring and Ethernet as well as two separate mainframe systems.
• Troubleshoot PC, laptop and thin client workstations for hardware, software, and connectivity, as well as both Dial-up and broadband VPNs including Cisco, Nortel, and AT&T Global Dialer with broadband and dual access.
• Supported all Windows OS’s from 95 to XP Pro and MS office 2003 and 2007 .
• Managed user accounts in Active Directory, Tivoli Access Manager, in mainframes and many applications.
• Used MocaSoft and Host on Demand in Unix AIX and SUN environments for account administration, program set-up and reports.
• Lotus Notes 5 and database support.
• Promoted to Resource, checking tickets for, quality and accuracy, before escalating them to the proper next level support groups.
• Consulted with techs having difficulty with ticket composition, completion and escalation.
• Supervised over 50 technicians.
• Advanced to Senior Support Tech and Head Resource overseeing all non-retail Resources.
• Created and updated knowledge base articles for PacMan and IBM ClearQuest ticketing systems.
• Progressed to IT Training Specialist, trained new employees to the project, maintained several weekly reports, and assisted with the corporate offices of Sears and Kmart to improve and update their PacMan/ ClearQuest ticketing system.
• Created and updated all training materials to the project.
• Managed projects assigned by Team Leaders.

SKILLS:

• EXCELLENT PEOPLE SKILLS, very organized, detail oriented, work well with or without supervision, type 60 words per minute, excellent root cause troubleshooter.