SUMMARY:

• Expertise in Technical and Customer Support aspects of business application life cycles, including project management, analysis, design and strategic systems planning. Also, a highly skilled departmental manager, able to work with clients and employees to identify business requirements/improvements and translate them to IT.
• Managed Technical/Customer support staff and systems (Phone systems and Business applications) to ensure accurate processing of approximately 4000 customer calls per month.
• Managed the movement of individual lines of business support between four U.S. support locations during company merger, ultimately doubling support department at WI location and bringing shared information systems to other locations to create support improvements. Added knowledge - base concepts and data collection efficiencies.
• Took the lead, holding multi-department, multi-location meetings and helped create the business case for designing, creating, and implementing a centralized enterprise information system with the use of an enterprise software package called “Clientele” by Epicor
• Created documentation requested by enterprise project management office, directing system enhancements.
• Significantly improved client satisfaction and employee morale through frequent and open communication. Strong teamwork and recognition.
• Promoted three times in a four-year period, creating and showing a progressive and loyal contribution within my previous work environment.

TECHNICAL SKILLS:

Network: Win98- Peer to Peer, WinNT Server, Win2k server, Win2003Standalone: Win99se, WinNT, Win2K, WinXP, Microsoft Office Products including Access, SQL Server

Telecomm: PBX programming interface, Norstar Meridian, Telephony ACD system, Prairie Fyre ACD system Pre-2000 Work Experience and References available upon request

PROFESSIONAL EXPERIENCE:

Confidential, New Berlin, WI

IT Specialist

• Full Equipment and End - user life cycle support of Windows 10 pro and Apple environment

• Technical Procurement, Hardware and Software updates, Stick build Software stack per deployment
• Responsible for 177 end users and 333 Devices (Printers, Dual Monitor setups, Desktops, Laptops, and docking stations, Mac books)
• Basic configurations of Azure Active Directory integrated with E3 Office 365 (two step verification in strict use)
• Provide Technical On-boarding for all new employees after end users receive deployed equipment
• Skype Systems management including new phone number procurement and integration with Azure Directory unified messaging along with support of IP phones
• Daily 9a-5p remote support using Corporate Team viewer

Confidential, New Berlin, WI

IT Specialist

Responsibilities:

• Project Manager for Kronos Time and Attendance System Upgrade.

• 15 clocks with hand scanners for use with manufacturing activities tied to product quoting.
• Microsoft Server 2003 - Kronos Server
• Responsible for IT infrastructure and security. Completion of Yearly Japanese IT infrastructure Security Audit.
• Hardware, Software, CNC equip (Hard drive Cloning) a lot of work bringing things up to date and troubleshooting.
• Implemented: “Synology” NAS for Central storage and backup of Email, My Docs and Desktop for all users.
• Support Company ERP, which is integrated with local Kronos Data. Just upgraded the SQL 2000 to 2005.
• Brought Network up from Windows XP to 30 Microsoft Windows 7desktop PC’s (excluding the 40 non-networked CNC PC’s).
• The new Kronos DB is being restored to a new 2012 SQL environment with SQL visual management studio

Confidential, Wauwatosa, WI

Project Manager - Documentation Specialist

Responsibilities:

• Created the project plan to find, proof, correct and convert previously recorded information to electronic searchable PDF eBinders vs. current paper binders per customer server farm

• During the creation of said documentation I have proofed data accuracy and format for 13,000 documents and have finished 32 Technical e-Binders with the largest being a 42-server farm and 1500 pages.
• Interpreted the documentation created by multiple people during past builds within 3 business units:
• Team Leads: Created the TAD documentation (Technical Architecture Design)
• Server Farm Designers: Created the HDS documentation (Hardware Design Specifications)
• Server Builders: Built servers per Designer specs recorded and initialed a WI (Work instruction)

Confidential, New Berlin, WI

Network Systems Engineer / Business Analyst / Consultant

Responsibilities:

• Initially removed all unnecessary components of PC’s and Network to minimize Hour Glassing while creating “work a rounds” to stabilize network

• After the Network was stabilized, I came up with a 9 month project plan while working on problems as they appeared
• Hardware was replaced as needed PC’s were purchased, cleaned up and implemented
• Implemented: “Synology” NAS for Central storage and backup of email and data Folders from all PC’s
• Maintain Company CRM called “EZ bis” and a PC containing a Proprietary software for taking X-rays
• Gave trainings on software applications related to Printing, Scanning and the manipulation of electronic files in their new Network Structure
• Wrote customized Office Technology and Network procedure reference guide with editable spreadsheet for Reception.

Confidential, WI

Level II Systems Engineer

Responsibilities:

• Responsible for the knowledge of Network Environments and Scan/ Print Functionality information of the Canon and Sharp line of Network Copiers

• Knowledge of Ecopy and MEAP applications along with the canon software packages
• Able to work with small to large groups of people for trainings and/or informational meetings
• Bringing together internal support resources to give excellent customer experience
• Maintained 4 Demonstration Rooms including Servers, Client PC’s and numerous networked peripherals
• Managed a large Customer Base plus Mileage and Travel Expenses
• Completed trainings numerous software applications related to Printing, Scanning and the manipulation of electronic files
• Maintained professionalism at all times in many diverse environments

Confidential, WI

IT Specialist / Network Administrator

Responsibilities:

• Designed, Implemented and administered “CRM on Demand” by Seibel Systems (Web CRM) for centralizing of Service, Sales Marketing and Shipping information.

• Managed mass DVD/CD burning for company (Installation CD’s of flagship software, DVD marketing materials, backups, etc.)
• Managed all peripherals: network all in one copier, laser/desk-jet printers, business card scanner, large HP 40” paper feed printer, etc
• Managed all Server and enterprise Software (ACT, Peach Tree Accounting, Norton’s Enterprise, Backup Exec, etc)
• Administered Norstar /Meridian Phone System (30 phones)
• Implemented and Administer Alarm and Key pass system for two facilities
• Implemented Inventory Management System (w/ bar coding) integrated with Peach tree Accounting System. (Initially configured in test environment)
• Managed two company websites with Dream weaver
• Familiar with formal business processes used to acquire and manage resources (PO’s, Project Docs, Business Cases, Budgets, etc)
• 4 servers (NT, HP Proliant Win 2000 server, Buffalo Terabyte, IBM Win Server 2003)
• Raid-5 with DDS-4 backups daily
• 25 users and 30 workstations (most now upgraded to XP)
• 10 remote laptop users on newly implemented VPN

Confidential

Director of Technical Services

Responsibilities:

• Guaranteed phone coverage for national customer support desk receiving inbound an average of 1000 calls a week, 7am to 7pm Monday through Friday.

• Managed all information channels, assisting and directing people to proper resources.
• Administered PBX (telephone system.), “Prairie Fyre” Automatic Call Distribution System, Clientele call tracking software and the Support Department’s Training and Test networks.
• Configured and maintained above systems to create appropriate automated business solutions for Technical support, helping to minimize on resources.
• Provided reoccurring status reports regarding inbound call statistics and customer interaction data to Field Service Account Managers, Product Managers, Developers, Inside and Outside Sales, Marketing and Upper Management.
• Represented support department during large client meetings and conference calls.
• Delegated projects and tasks to the most qualified employee for the job.
• Hired and maintained a wide variety of technical talent
• Authorized various actions and decisions made by 2nd and 1st level technical support.
• Carried responsibility of departmental budgeting and purchases for support department.
• Provided second level technical support to customers and provided assistance to first level support team, ongoing.
• Escalated calls to the appropriate product manager and/or 3rd level tier for advanced technical support and defect resolution.
• Provided feedback to customer periodically through resolution process.
• Updated, maintained and communicated noteworthy issues or dissatisfactions to product manager’s or appropriate departments.
• Created, managed, updated, and maintained software issue resolution and customer alert information in the Clientele database.
• Assisted with training of new hires and updated all 1st level technicians on new technologies.
• Provided end user software support and training for users of claims and underwriting software tools via Telephone.
• Took about 300-350 calls a month via three ACD controlled central 800 numbers.
• Provided assistance to clients with the following issues:
• Functionality of Products, Registration / Key Code Issues, Research Related questions, Bugs / Conflicts, Program & Data Updates, Installation Problems
• Escalated calls to Second level support for advanced technical support and defect resolution when first level resources exhausted.
• Consistently entered Organization, Group Demographics and User data into “Clientele” call tracking software from Epicor.
• Updated, maintained & progressed user comments or any customer dissatisfaction notes in “Clientele”.