SUMMARY

• 1 yr as Program Manager for Sears Holdings, 6 months as project manager for MB Financial
• Five years experience as 2nd Level support for Kmart stores and Sears Auto
• Over two years experience as the Print Coordinator for DaimlerChrysler, stressing rapid resolution of printing issues - whether hardware, software, network, or user related
• Experienced in creating and coordinating new hire training classes for first level technicians on the DaimlerChrysler halpdesk
• Excellent communication, writing and team-working skills

PROFESSIONAL EXPERIENCE

Confidential

Technical Program Manager

Responsibilities:

• As Program Manager, I scheduled resources, ordered equipment, tracked shipment and client installs.
• Developed and maintained working relationships w/ cross functional team members in other departments, (hardware, software, networking, operations) as well as vendors / suppliers.
• Developed and documented training materials for contractors, installation procedures for store personnel, tracked issues and resolutions.
• Organized and led meetings, both for my team and cross platform / vendors. Completed projects on time and on budget.

Confidential

Team Lead

Responsibilities:

• As a Team Lead for the Hardware Deployment department, I edited install documentation, provided training and guidance to other contractors. Led team of other contractors for deployment projects, installing hardware and software updates wif store personnel at Sears and Kmart.
• As project manager for a PC update across multiple locations, headed a team of other contractors delivering equipment per schedule. Resolved configuration issues both on site and remotely. Liaised wif network and desktop support teams as required

Confidential

Team Lead

Responsibilities:

• As a Team Lead for the Hardware Deployment department, I edited install documentation, provided training and guidance to other contractors. Led team of other contractors for deployment projects, installing hardware and software updates wif store personnel at Sears and Kmart.
• Led a PC Refresh team for North American Bancard, a major credit card payment processing company. Imaged PCs, migrated user data across domains, custom (per user) installs and configurations of Mozilla Thunderbird and MS Exchange clients, established network drive mappings.

Confidential

Operations Analyst

Responsibilities:

• Hired into Confidential as a 2 nd Level store support agent. Provide extended hardware and software diagnosis / support to all store systems (PCs, registers, point of sale, pharmacy, wireless networking, gas pumps).
• Resolve issues that Level 1 is unable to. Edit and create solution documents for Level 1. Interface between store personnel and external service providers. Emphasis on teamwork and minimizing system downtime.

Technical Experience - Hardware / Software trouble shooting, diagnosis, resolution; Linux (SUSE8); Unix; Windows XP, Windows 2000 Server, Wyse thin clients, Wyse Device Manager, connectivity solutions for Dell laptops running WinXP, Cisco VPN

Confidential

Deployment Technician

Responsibilities:

• In addition to duties described in the Kmart position below, I also edited and approved of training, installation, and trouble shooting documentation.
• As a Team Lead on the project to re-address all TCP/IP devices in the stores corporation wide, it was my task to investigate the devices, document the change procedures, and train the new technicians in the required tasks.
• Team Lead on project to replace all networked hardware in Sears Auto nation wide. Team lead to install / configure 4000 Apple IPad and IPod devices at 350 stores.

Technical Experience - Win8 Server, IOS5

Confidential

Refresh Technician

Responsibilities:

• Met and exceeded productivity goals wif highest customer satisfaction rating on renewal team. Developed and tested procedures that allowed productivity goals to be met under challenging circumstances.
• Deployed 1000 PCs in five weeks as part of a team assembled for IBM. Selected by Federal Mogul IT department to stay on an extra two months to ensure customer satisfaction.
• Performed system backups and restores, Novell restores, WAN monitoring, and printer and application support on HP, DG, and VAX servers.
• Worked wif outside vendors / telecoms to verify outages and resolutions

Confidential

Chrysler - Print Coordinator

Responsibilities:

• Handled creation and maintenance of all Novell, Unix and Main Frame print queues
• Provided desk side support as needed for 3500 member user community
• Acted as resource / training assistant for ITM DIAs on printing issues
• Provided assistance wif the training program for new hire employees which involved creating documentation materials for the classes as well as providing the training to the new hire employees
• Member of the TCC Print Strategy committee
• Responsible for receiving, configuring, deployment and installation of all new printers handled by TCC
• Responsible for all subsequent cascade moves, as newer printers displace the older ones, all through the system and proper disposition of retired equipment

Technical Experience - Printer Configuration, troubleshooting. Print queue creation and maintenance in mixed environment, Windows / Unix / Mainframe