PROFESSIONAL EXPERIENCE:

Confidential

SAP Support Specialist / Systems Administrator

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.
• 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 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.

Confidential

Helpdesk Administrator

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.

Confidential

IT Specialist / Senior Support Tech

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 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 materials to the project.
• Managed projects assigned by Team Leaders.

Confidential

Sales Consultant / Staff IT

Responsibilities:

• Assisted customers in matching a boat to their needs.
• Sold upgrades and accessories, handle cash and customer service.
• Helped customers with financing and computing monthly payments.
• Assisted service and parts when they are busy.
• Repaired and upgraded all in house Windows 95, 98, 2000, and NT 4.0 computers and network.
• Administered and trained Outlook, MS Office 97 and 2000, Bitwin and other proprietary applications.