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Technical Specialist Resume

Vernon Hills, IL

Objective: To build or be part of a team that gets the job done on time with satisfied customers.Currently working as an independent, temporary contractor for Technical Source, Palatine IL on long and short term assignments related to corporate relocations and IT desktop support. Retained and promoted as Allstate Enterprises Mortgage Corp evolved into Sears Mortgage Corp., acquired 1993 by PNC Bank and in 2000 acquired and merged into Washington Mutual, the 6th largest bank in the US. In 2008 WaMu was placed in receivership.

EXPERIENCE

Confidential, Vernon Hills, IL Feb 2001 to Mar 2007
Technical Specialist

Coordinated and performed on-going internal voice and data relocations in a six building campus, including participation during construction of new facilities

Provided second level technical support for customer service calls, interfacing with customer, support desk, and vendors as needed to resolve issues related to voice and data systems, applications, processes, conferencing services, expense allocations,

Realized over $10 million in hard annual savings on telecom and data network expenses as department lead in cost cutting initiative

Applied Six Sigma process improvement to achieve over $100,000 in soft annual savings

Completed Atlas Project Management documentation, represented projects before governance committees; complied with all change management processes

Wrote RFP for VoIP migration of conferencing services and analyzed submissions for selection

Administered all conferencing services (audio, video-Polycom, web conferencing-Live Meeting & WebEx) for the corporation nationwide: creating/changing/removing accounts, training users, trouble-shooting problems, reviewed charges, tested new releases & prepared them for distribution to desktops via Marimba

Authored, edited, and maintained internal web content about conferencing using CMS with embedded links to FAQs, training, how-tos for creation and usage of accounts, trouble-shooting, external vendor sites, etc.

Confidential, Vernon Hills, IL Nov 1993 to Feb 2001
Systems Analyst

Continued to perform internal corporate relocations, from infrastructure to desktop; Recognized and rewarded for working days, nights, and every weekend to accommodate 3 month phased corporation relocation to newly constructed building

Received Quality award with multiple nominations for exceptional customer support and consistent cost savings efforts

Saved corporation over $500,000 annually by continued close scrutiny of monthly voice & data network invoices, with the addition of pager and calling card invoices. After two months of expense review by an external consultant, the only cost savings recommendation identified in our area was the elimination of video conference system maintenance.

Reconfigured offices nationwide during migration from mainframe platform to client server; added/changed/deleted network and application level definitions and defaults; redeployed, returned, disposed of equipment as needed to keep expenses in check.

Planned and successfully executed conversion to PNC Bank voice and data networks and to other vendor-provided services

Assumed responsibility for administering and supporting pagers and calling cards for nationwide sales force and internal support staff because of departing staff. Revalidated all users and services and was able to eliminate over $6,000 per month in charges.

Assumed responsibility of supporting adds/changes/removals of small voice key systems in nationwide branches because of departing staff until replacement was hired during transition to WaMu.

Made hardware/software/service level recommendations to upper management during contract negotiations with vendors; monitored and reported vendor compliance with contracted service level agreements.

Confidential,Riverwoods, IL Aug 1985 to Nov 1993
Production Support/Branch Systems Analyst

Recognized by being among the first recipients of the Team Excellence Award for coordinating all aspects and for performing installations of new systems at branch offices nationwide.

Streamlined installation preparedness and post installation maintenance/support by designing and populating a single form that could be used by anyone and everyone to do their part of the process.

Planning and executed headquarter relocations of over 1200 employees to newly constructed facilities on 4 separate occasions over 20 years, from infrastructure to desktop. Broadened arena to share responsibility for voice connectivity in addition to data connectivity.

Saved corporation over $250,000 annually by close scrutiny of monthly voice & data network invoices

Played integral role in voice and data network conversions after both sales of the corporation, migrating to new owners’ voice and data environments and service providers.

Cultivated and maintained exceptional relationships with vendors, internal departments, and end-users

Provided second level support to Help Desk to resolve issues

Confidential,Mar 1985 to Aug 1985
Des Plaines, IL

Administrative aid to founder and owner of firm

Confidential,Jan 1984 to Mar 1985
Palatine, IL

Office Manager-responsibilities for extracting title to issue title insurance policies; scheduled and performed real estate escrow closings; directed staff of two; maintained office operations for business owners.

Confidential, Mar 1979 to Aug 1983
Chicago, IL

Converted over 75 offices to new micro-computer system, coordinating site surveys, installations and testing
Provided first and second level help desk support troubleshooting hardware & software issues
Performed training and testing of new releases
Traveled nationwide to perform on-site operational reviews making recommendations to insurance offices on process changes to leverage enhanced features of new system and eliminate expenses by proper usage

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