Application Support Lead Resume Tacoma, WA - Hire IT People

IT Solution Execution ~ IT Service Management ~ Process Improvements

Accomplished, seasoned IT Management Professional with proven success in designing, building, and executing successful projects to achieve the organizational mission. Consistently develops low - cost IT solutions, easily maintained with a quick time to market. Understands complex business processes and recommends innovative solutions to maximize client performance and project success. Multifaceted skill set and exceptional asset to any team.

KEY COMPETENCIES

Project Management SharePoint Administration Cross - functional Teamwork
Team Leadership Training IT Application Management
IT Service Management Customer Liaison ITIL Change Management

CAREER HIGHLIGHTS

Created customized tables within databases to populate tailored incident templates in trouble ticket applications for various departments, thus improving their ability to service customer requests/problems within their area.
Created and updated several database stored procedures and SSIS package scheduling jobs, thus keeping data current for multiple applications.
Over 200+ production deployments at a 98.5% success rate.
SharePoint administrator, creating and maintaining several sites for IT and other operational departments throughout the company; trained and helped guide new users in administering their sites.
Dramatically improved training documentation/knowledge base within SharePoint for all IT departments for more timely ticket resolution.
Monitored and resolved time sensitive key SQL jobs relating to transfer of data to and from financial institutions.
Tested and deployed Time Clock application updates for corporate payroll to meet PTO (paid time off) compliance.

PROFESSIONAL EXPERIENCE

Confidential, Tacoma, WA

Application Support Lead

Implemented and developed user templates for HEAT ticketing application.
Executed the implementation of an ITIL based IET ticketing application using SharePoint 2007 and 2013 for documentation on TrueBlue intranet sites.
Effectively managed Tier 2 incidents, improving SLA pertaining to inquiries and requests for over 600 branches and 3,500 end-users in North America.
Enhanced and modified production systems for POS software.
As part of a larger team, supported on-call staff during non-production hours.

Confidential, Bellevue, Washington

Infrastructure Analyst

Successfully developed a combined HPUX/Windows network found within a graphic engineering environment.
Achieved certifications including: ATT 3i PBX switch
Implemented a high profile Voice Mail System project for General Motors.
Augmented application skills for General Motors customers by designing, developing, and executing an enhanced training plan.

Additional Positions Included: Communications Technician, Account Support Supervisor, and Product Support Specialist

TECHNICAL SKILL SET

APPLICATIONS: Microsoft Office Suite, Time Clock (internally developed), LabPro (our older Point of Sale software for Canada), Ellis (main POS for TrueBlue), and Audix Voice Mail

OPERATING SYSTEMS: MS Server 2000 - 2012. MS XP, Windows 7, 8

HARDWARE: Various PC and printers AT&T System 75, 85 and G3i PBX switches, Cisco router and firewall (with EDS), Hughes satellite communications equipment

SOFTWARE DEVELOPMENT: Sharepoint 2007, 2013 IIS, SMTP

GENERAL SOFTWARE: HEAT ticketing software, IET ticketing software, Windows Exchange, Windows NT network (EDS), TranStar, VMware, Talisma Knowledge Base software

PROTOCOLS: TCP/IP, DNS, DHCP, VPN and other Application level protocols (FTP, TFTP, SFTP, VOIP concepts).

DATABASES: MS SQL 2005, 2008, 2012

ADDITIONAL: Experienced in training GMAC financial management applications for GMAC Mortgage; deployment experience via SDLC for Ellis/Work Alert

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Application Support Lead Resume

Tacoma, WA

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