Craig A. Pfotenhauer – MISM, ITIL

*** ******* * ***** **. Gilberts, IL 60136 M: 630-***-**** acn0w8@r.postjobfree.com

Skills:

Project Management

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IT Service Lifecycle Management

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Change Management, Incident Management, Availability Management, Problem Management

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ITIL v3 Certified

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Information Security Management

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Work Experience:

Discover Financial Services – Riverwoods, IL September 2006 - Present

Senior Associate IT Services Management – Team Lead

Managed a project consisting of multiple teams across Discover which migrated

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Command Center First Level Support and Global Service desk users from an Avaya call

distribution platform to Cisco UCCE.

Managed a project consisting of multiple application and infrastructure teams across

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Discover that coordinated failover activities in support of a major SAN upgrade.

Manage projects for Disaster Recovery testing with Discover Financial Services, Pulse

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Network and Diner’s Club International

Manage Knowledge documentation process including engagement procedures, SOPs,

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environment information, technical diagrams and escalation for applications and infrastructure

components for production support.

Manage the Operational Readiness process for new applications to ensure proper

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support

Define, document and train processes for Command First Level Support/Incident

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Management

Define and develop the Disaster Recovery requirements and standards for Discover

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Financial Services

Manage disaster recovery testing to comply with federal regulations for Discover Bank

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and DFS Treasury.

Work to mature Disaster Recovery program to an Operational Resiliency mindset

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factoring in availability and external factors.

Healthcare Financial Management Association – Westchester, IL April 2002– September 2006

Network Administrator

Managed a project that moved HFMA’s web server to a new location with new

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hardware. Acted as the lead on this project, coordinating internal staff involvement as well as

outside hosting company’s migration plans.

Managed a project that replaced 9 servers while migrating to Windows 2003 and

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Exchange 2003. This project also included the implementation of a IP SAN that replicated data

between our Westchester, IL and Washington DC offices to provide disaster recovery and

business continuity.

Actively maintained network group policies and scripts

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Actively maintained and tested Disaster Recovery documentation and procedures

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Developed and implemented BGP between two separate ISP routers to provide

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redundant internet connection

Responsible for the Association’s LAN and WAN infrastructure

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Responsible for network security

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Advocate Consulting Group, LLC – Glen Ellyn, IL October 2001 – April 2002

Network Engineer

Computime and Advocate Consulting Group merged as of October 1, 2001. My duties

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remained the same just under a different company name.

Computime, Inc. – Bloomingdale, IL March 2000 – October 2001

Network Engineer

Installed, configured, and maintained Microsoft and Novell networks and computer

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systems for small to medium sized businesses around the Chicago area

Worked remotely to administer and troubleshoot client network environments using

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Citrix Winframe, Metaframe, PcAnywhere and VPN

Advised clients on new computer systems as well as making recommendations on

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upgrades

Involved in the planning and implementation of a Citrix Metframe server running on

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Windows 2000 and integrated into a Novell 5.1 environment to provide remote connectivity to

users

Installed and configured Microsoft Exchange and Sonic Firewall devices in a multiple

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site environment

Installed a new Netware 5.1 server to take the place of an older Netware 4.11 server.

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This involved using Novell’s migration wizard to copy the data and tree structure to the new

server.

Managed service department. Created a call flow process to handle how trouble calls

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would come in, get resolved, and turned into billing.

Created VPN tunnels between customer sites and our office to provide more remote

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administration capabilities.

Configured a Linux server to provide 24x7 monitoring of clients mission critical servers

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Intel Corporation – Chandler, AZ August 1995 - March 2000

Software Technician – Components Automation Systems

Worked in the Integrated Test facility where we performed volume tests on the network

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with various custom automation applications to work out errors before it affected the factories

production

Installed, configured, and maintained WINS servers and MS IIS web server

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Actively handled daily administrative duties of a NT and UNIX mixed network

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Participated on a team that upgrade 50 Solaris servers in our testing environment to

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more accurately reflect worldwide factories

Senior Manufacturing Technician – Assembly/Test December 1995 – August 1995

Performed maintenance on equipment used in the testing and handling of

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microprocessors

Trained new technicians on various pieces of equipment

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Participated on improvements teams to improve the reliability and uptime of the

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equipment

Created a WEB page for the technical support group to help relay information across

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various shifts

Education:

Keller Graduate School of Management – Oak Brook, IL 2003– 2006

Masters in Information Systems Management

University of Phoenix – Phoenix, AZ 1998

Completed MCSE

DeVry Institute of Technology – Addison, IL 1991-1994

Bachelor of Science in Electronics Engineering Technology

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