Larry Johannsen

Parrish, FL *****

941-***-**** / 941-***-****

acpwbg@r.postjobfree.com / www.linkedin.com/in/larryjohannsen

Summary

IT Professional with extensive experience in many areas of support,

including both hardware and software support. Fluent in the use of MOVEit,

Splunk and SQL. Successfully worked with both technical and non-technical

teams and individuals for enhancement projects. Adept with creating

documentation, writing approximately 90% of the Serve Batch Operations

documents. Voted by my peers as the first Employee of the Month as the most

helpful employee in the department.

Professional Experience

Serve American Express - St. Petersburg, FL

American Express is a global firm providing payments and financial services

to both consumer and corporate clients throughout the world.

Batch Processing Specialist

2013 to present

Batch Operations specializes in the monitoring, troubleshooting,

problem resolution and solution documentation of Batch Processing jobs. All

funds in and out of Serve flow through a batch job. We made sure all funds

flowed as intended to confirm a good customer experience.

Made most decisions for the beginning of this new team - created a

direction for a new team

Took external partners requests for application enhancements - worked with

external partners to create a good experience for them

Main contact for training the NOC to use MOVEit in their duties - able to

leverage a trained NOC to take over more Batch ops responsibilities

Created 90% of all documentation - this gave us the ability to troubleshoot

more accurately

Created the standard for documentation - this made us more productive

Network Operations Center analyst

2012 to 2013

Monitored the network infrastructure, servers and services running on the

servers - allowed us to fix a small problem before it becomes a big problem

If a technical conference call was required, we would host it and document

it - this allowed the support teams to concentrate on resolution

The tools used in the NOC were Oracle Enterprise Manager, Microsoft SCOM

and Solarwinds

Stream Global Services (now Convergys) - Tampa, FL

A global management firm that provides support services for large

companies.

Dell Prosupport technician

2009 to 2012

Supported Dell Prosupport customers with hardware and software issues -

good customer experience

If a hardware solution was in order, I would schedule a technician to go on

site and repair the product

If it was a software solution, I would work through the problem with the

customer - allowing the customers to get immediate resolution of their

problem

Rated the top in Customer Satisfaction on my team

Education, Certifications & Credentials

St. Petersburg Jr. College Help Desk Institute

Associate in Arts - Business Certified Help Desk

Analyst

Oracle Cisco

Oracle Internet Database Operator for Windows Cisco CCNA Boot

Camp

Novell Network General

CNA NetWare 4 Troubleshooting with the

Sniffer Network Analyzer

NetWare 5 Administration

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