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Engineer Manager

Location:
Zebulon, NC, 27597
Salary:
50K
Posted:
April 17, 2015

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Resume:

JO LAPP, MCSE + I

**** ***** ****** **** 919-***-****

Zebulon, NC 27597 aco8pz@r.postjobfree.com

PROFESSIONAL SUMMARY

Microsoft, MCSE + I

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IBM Inc., OS/2 Certified System Engineer

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Areas of expertise include:

MCSE + I Certified Engineer Lotus Notes administration

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SaaS management and MS Access DB Administration

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administration SQL

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Microsoft Windows Administration Project management (MS Project)

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LAN/WAN Network Administration VOIP Administration

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VPN Configuration Help Desk Training

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Web Server Installation and SAP user administration

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Administration TCP/IP

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Performance Management and Technical Lead

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Capacity Planning Technical Training

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Significant professional roles include:

Project Manager with proven track record of implementing complex solutions on time

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and within budget. Key projects include:

Technical and Project Lead for migration of corporate desktop environment

from OS/2 to MS Windows.

Design and implementation of corporate computation centers

Migration to next generation EPOS system for a large retail business.

SAP System and User Administration

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SaaS Systems Administration and Customer Support to an International Customer

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Base

Tier 1 Helpdesk Support

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Manage team of systems support engineers

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Enterprise network administration and troubleshooting

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Technology Systems Inventory:

Operating Systems

o MS Windows Platforms IBM OS/2

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o HP-UX Citrix Cloud

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Jo Lapp, MCSE + I

6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** aco8pz@r.postjobfree.com

IT Infrastructure Technologies:

Exchange Server Data Protector

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Base SAS Lotus Notes

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DB2 and Windows SQL Server SAP

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CITRIX Trouble Ticket and Defect

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SNMP Management Systems

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Remote Support using Citrix

VOIP

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LogMeIn

Cisco VPN

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POS Technologies

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Other Software Technologies:

MS Project

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MS Office Suite

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MS Outlook

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Financial Software including Peachtree, QuickBooks, and proprietary Mortgage

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Processing systems

Point of Sale Software PosiTouch and Aloha

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PROFESSIONAL HISTORY

Nutkao USA Rocky Mount, NC

IT Supervisor 9/2014 to 2/2015

Nutkao USA Inc is the US opening of a 30 year old business in Italy

Responsibilities include:

o Handle day to day computer support for office supporting desktop, laptop and Citrix

thin clients

o Install new Desktop operating system and Citrix thin clients.

o Manage Active Directory, creates and troubleshoots group policies, creates user

account, and printer support

o Support SAP

o Support cloud software example Lableview

o Remote Desktop support of cloud servers

LM Restaurants (Contract position) Raleigh, NC

IT Coordinator 1/2013 to 4/2014

LM Restaurants is the owner of multiple restaurants in the Raleigh area as well as long the

coast, in North Carolina and Florida

Responsibilities include:

Jo Lapp, MCSE + I

6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** aco8pz@r.postjobfree.com

Handle the day to day computer and POS(Point of Sale) issues for the Home Office

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support center and stores.

Coordinate technical installs, upgrades, repairs for stores

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POS behavioral programming changes.

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Add and delete users at stores for POS software

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Maintain list of ongoing issues with store hardware, software.

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All support is done remotely

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Add Delete users at Home Office using Windows Administration

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Freudenberg-IT (Contract position) Morrisville, NC

SaaS Support Analyst 2/2012 to 10/2012

Freudenberg-IT is a global provider of IT Services specializing in SAP systems and SaaS.

Responsibilities include:

o Managing user and security administration for Windows, SAP and VPN systems to

multiple Freudenberg customers.

o Being familiar and monitoring Service Level Agreements for multiple international

companies and ensuring that disparate service level agreements were met for

each customer.

o Working closely with second and third level technical staff to troubleshoot service

outages and managing customer expectations.

o Provide customer-facing support to international customers and working with

geographically and culturally diverse technical personnel.

o Assist Senior Consultants to ensure ongoing accuracy of tax files for client

companies.

o Create users and give permissions in the ticketing system that is used by

Freudenberg-It

The Body Shop Wake Forest, NC

Service Support Analyst 06/2005 – 02/2012

As the technical lead and individual contributor of Desktop Support and EPOS Application

group, I was responsible for the administration and management of the IT infrastructure for the

United States and Canada. In this role, I also worked closely with UK technical staff to

coordinate and implement key technology initiatives including:

EPOS (Point of Sale) software maintenance and systems administration

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Tier 1 support of Business Critical Systems for the North America IT Service Desk

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Log calls using a proprietary trouble ticket and defect management system per

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documented SOPs and SLAs

Provide on-call coverage for Tier 2 and Tier 3 systems support.

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Implement and enforce backup procedures to protect business critical data systems in

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the Wake Forest Data Center.

Jo Lapp, MCSE + I

6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** aco8pz@r.postjobfree.com

Workforce Analyst

Responsible for forecast of Care Center activity to maximize on staff productivity,

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efficiencies and budget requirements

Responsible for tracking of all multi-channel data to use in making recommendations

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and solutions to improve productivity and efficiencies

Work with Team Leaders and Care Center Manager to monitor implementations

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Track actuals against forecast and review and amend where necessary

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Record team and individual productivity and review / manage Care Center targets

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Responsible for build a history of data for analytical purposes

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National Mortgage Access Inc. Raleigh, NC

Payroll Systems Service Coordinator 02/2003 – 03/2005

Document company software training

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Support of company software Microsoft Office, Act, Point

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Worked with Peachtree Accounts Receivable, Accounts Payable, check writing

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authority

Working with payroll to analyze system to change from Excel spreadsheets to an

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Access database

Designed Excel worksheets for commission payroll

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Work with IT to help best determine software that will maximize processing,

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accounting, and marketing

Determine best methods of corporate-wide communication

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Develops reports for President of Company

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North Carolina Electric Membership Cooperative Raleigh, NC

Client Support and Network Systems Engineer 08/1989 – 10/2001

Manager, Client Support

o Managed and developed five Technical Support personnel

o Responsible for all desktop configuration and support

o Responsible for procurement of all hardware and software

Supervisor LAN Systems

o Responsible for all Server Support and Desktop Support

o Purchase of servers and desktop machines

o Managed 2 System Engineers and 2 Help Desk employees

o Coordinated with Facilities Manager for total building renovation

o Responsible for all employee moves, additions and changes including cabling.

o Complete renovation of Computer – reorganized during rebuild

o Handled complete migration of AS/400 to Windows NT 4 platform.

LAN System Engineer

o Responsible for conversion from OS/2 to Windows NT 4

o Wide Area Network: established NT Trusts on Frame Relay WAN using TCP/IP

Jo Lapp, MCSE + I

6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** aco8pz@r.postjobfree.com

Network: installed, configured and administered NT domain network resources.

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Servers: installed and configured application server (internet Information Server, cc:Mail

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server, Lotus Notes Server, MS SQL server, Progress, SAS Paradox and file share printer

servers)

Client-Servers: installed client-server application software (J.D. Edwards accounting &

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inventory, Software Plus payroll)

Client: installed and configured workstation OS and application (MS Windows NT 4.0 MS

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Office 97 and 2000 suite, cc:Mail, Lotus Notes and other specialized software)

Security: Supported Internet security for a Statewide WAN

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EDUCATION

East Carolina University Greenville, NC

Bachelor of Science -- Library Science

Minor -- Psychology

EXCELLENT REFERENCES UPON REQUEST



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