JOHN DEDONDER

***** *****

Overland Park, KS ****0

816-***-****

acq3x7@r.postjobfree.com

Senior Desktop Analyst looking for a position that enables me to utilize my skill set to the fullest, in a Lead or Management role.

Industry: Sr. Technology Analyst or similar role, handling Tier 2 and Tier 3 issues, allowing me to better utilize my knowledge and exceptional Customer Service skills.

TECHNICAL SUMMARY

Proficient Team Lead, distributing information on complex resolutions, installing and considered subject matter expert on many applications, including but not limited to Microsoft Dynamics Great Plains, Management Reporter and ERP and Enterprise – our custom built web application, Windows 7, SCCM, ARGUS, Checkpoint, Cisco Any Connect vpn, Microsoft Office Suites (2003, 2007, 2010 and 2013) and design of Microsoft environments.

Certified Desktop Technician (XP and Windows 7).

Proficient configuring, monitoring and maintaining Microsoft Server 2003 and 2008

Exceed Expectations on all but one performance evaluation from 2010 through 2014 (8 review cycles)

Received Customer Service award 2 out of 3 months in existence at Midland. Received Client Delivery Services Employee of the Month twice – a group of 1,200 Technicians within PNC, runner up in March 2015. Highest number of PNC Rewards within group that reports to Sr. Vice President (10 Technicians throughout the country).

EMPLOYMENT HISTORY

Midland Loan Services, Inc. – 08/2005 to Present

2013 – Present – Sr. Technology Platform Specialist

Company offers Commercial Real Estate Loan Servicing. Sr Desktop Technician who manages various projects, including information gathering and implementation specialist for Windows 7, SCCM deployment, as well as ARCS and RBC migrations into our domain. Offer full support for GP, Management Reporter, ERP and eConnect for PNC Finance, consisting of users at headquarters and across the country.

Proven consistency getting critical issues resolved in a timely manner.

Key role in resolving a sev 1 outage for all Citrix-Great Plains users – set up alternative solution so they could meet deadlines – while initial problem was resolved.

Installed GP, Management Reporter, ERP and eConnect on 8 servers for new Citrix server farm.

Installed Great Plains 2010, Management Reporter and ERP on 25 desktops manually, created a package to install via SCCM – when no longer using marimba.

Assigned and Monitored Testers on new Citrix – Great Plains environment to ensure all functionality tested and error free.

Liaison between Technical and Business unit – to determine if 3rd party support is needed – saved company thousands by resolving the problem internally.

2007 – 2013 – Sr. Desktop Analyst

Key technician handling installing, migrating and upgrading client and server environments.

Hold various Training sessions for Technology personnel within CDS KS and MO

Research and resolve level 2 and level 3 issues, efficient at multi-tasking.

Document technical resolutions so business unit and non-technical personnel can comprehend.

Lead Desktop Technician/Project Manager for major deployments

Client Delivery Services (CDS) Lead Technician for our Market

PNC CDS Representative for Midwest, with access to SCCM and Marimba reporting

Manage a Test group to make sure everything installed is compatible with all applications in our environment.

Handle 90 percent or more of all vpn issues that come through our region.

Consistently top performer in ticket closure rate, while researching in depth issues.

Provide reports in efficient manner, to allow seamless transition on upgrades and testing.

2005 – 2007 – Contractor

Handled large amounts of Computer refreshes – configured and copied data to ensure seamless transition to new equipment.

Made recommendations and worked with Sr Technician to implement them.

RBTi - Overland Park, Kansas – 06/2003 to 08/2005

Company offers 'Best of Breed' in Network Security Solutions and Services, considered a

Trusted Information Security Integrator.

Sales Manager for Midwest Region, Support Technician for Small Businesses.

Analyze a company's current setup, integrate solutions making sure it is

compatible with their infrastructure.

Provide solutions to cut costs, protect their data and them within compliance.

Maintain Client relations.

IMS, Inc. – Overland Park, Kansas – 01/2003 to 06/2005

Company offers consultation, training, report writing, programming and network restructuring.

Business Solutions Partner/Network Administrator

Perform a dual role as a contract employee. Responsibilities include performing help desk duties, contacting manufacturing companies and selling software solutions for Business enhancement, offering custom integration and application, Project Management and writing reports using Access and Crystal applications.

Accomplishments:

Improved workflow 60% by recommending installation of and subsequently installing a Small Business Server.

- Restructured the company’s network.

- Set up an internal e-mail system.

KMBC-9 News – Kansas City, Missouri – 06/2000 to 06/2005

Senior Editor

Technical duties: Kept Video on Demand up and running. Helped the trainer’s train during a major software upgrade that affected how the news center conducts business.

Editorial duties: Manage newsroom resources and establish operation processes, review news stories to ensure air quality, and resolve story assignment issues.

Accomplishments:

Consistently met news deadlines and quality demands for the #1 news station in the market.

Recognized as Employee of the Month (June 2001)

J.B. Pearl Sales & Service – St. Mary’s, Kansas – 03/1993 to 12/1998

Professional Applicator and Public Relations Manager

Managed marketing and business development activities

Was Sales Representative for Northeast Kansas region.

Developed business case outlining market demand for online environment.

Responsible for Web page analysis, design and layout using Java (www.jbpearl.com).

Trained others to use Global Positioning Satellite system (GPS) during implementation of the technology.

U.S. Navy – FPO-AP – 07/1988 to 04/1992

Communications Specialist, Radioman 2nd Class

Supervised a watch section of 15 people. Maintained an “all systems ready” communication standard – 2 years

Established processes that increased operations efficiency and maintained quality.

Trained employees to use information systems, communications systems, and how to handle top-secret material.

Accomplishments:

-Designated as a Top Secret Control Officer Assistant.

-Managed award-winning communication department.

-Developed a new archiving system considered to be “best in fleet.”

EDUCATION

Master of Management Information Systems

Friends University; Wichita, Kansas

Areas of Concentration:

Systems Analysis and Design

Data Communications/Networking

Strategic Management for Information Systems

Bachelor of Science – Radio Television Production

Kansas State University; Manhattan, Kansas

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