Information Technology Technical Support

Aaron L. Ottwell

ad5p10@r.postjobfree.com

https://www.linkedin.com/in/aaron-ottwell/

Crestwood, MO 63126 • 314-***-****

Information Technology Management

Accomplished IT leader with comprehensive experience in developing and executing innovative IT strategies to optimize business operations, enhance efficiency, and deliver exceptional customer experiences.

Solid track record of developing and implementing robust IT strategies, policies, and procedures across all of Full Circle’s office locations in alignment with organizational goals/objectives. Demonstrated expertise in managing all IT functions, including infrastructure, hardware, software, applications, and data management. Well-versed in delivering exceptional technical support to staff, troubleshooting issues, and ensuring the timely resolution of IT-related problems. Expert in assessing the performance of existing systems to determine operating costs, productivity levels and upgrade requirements. Skilled in advising and educating executives and management on their competitive and financial impact.

Areas of Expertise

•IT Infrastructure Management

•Project / Operations Management

•Policy Analysis / Evaluation

•Technical Support Services

•Vendor Relationship Management

•Cisco Administration

•Business Process Improvement

•Distribution Center Operations

•Risk Assessment / Mitigation

•Database Management

•Service Desk Management

•Data Center Management

•Team Development / Leadership

•Client Engagement Management

•Office 365/SharePoint

•SLA Analysis and Management

•Negotiation and Persuasion

•Multi-Site Administration

Career Experience

Director of Information Technology FanDuel Sportsbook and Horse Racing; Collinsville, IL 2020 – 2023

Lead and efficiently manage all aspects of the IT department for various locations, including system and network administration, desktop/user support, development, and vendor management. Migrate email from Gmail to Office while successfully deploying to all users across the organization. Maintain budget and create IT forecast and plan for coming months and years. Manage all aspects of the IT infrastructure including network, servers, Databases, programs and workstations.

●Optimized and upgraded various systems by creating scripts using Power Shell and VBA.

●Successfully negotiated and secured highly competitive rates by utilizing effective negotiation skills.

●Improved the overall day-to-day processes by updating internal software and creating different scripts.

●Leveraged negotiation skills to secure highly competitive rates, resulting in significant cost savings.

●Primary Office 365 admin, set up all users with email, OneDrive, and SharePoint Access

●Created intranet SharePoint online site for information storage and provide company information to team members.

●Created plan to migrate servers to Azure cloud space.

Retail Sales Specialist and IT Manager Fence and Deck Depot; St. Charles, MO 2019 – 2020

Revamped retail and over-the-counter sales strategies for fencing and decking, resulting in increased customer satisfaction and sales growth. Implemented efficient Excel spreadsheets to streamline payroll processes for installers and salesmen, minimizing math errors and saving significant time for the controller.

●Saved time and resources by streamlining the salesmen's paperwork and optimizing the digital footprint of the company, greatly enhancing efficiency for the internal office staff.

●Utilized PowerShell to efficiently create and manage user accounts while effectively adjusting rights and permissions as an Office 365 Administrator.

●Minimized organizational costs by thoroughly evaluating and optimizing data, cellular, and IT services.

●Utilized negotiation skills to optimize procurement processes.

Senior Support Desk Specialist Eldorado Resorts; St. Louis, MO 2014 – 2018

Administered the Ivanti Service Manager database, ensuring smooth operations and promptly addressing any required modifications. Developed and maintained business rules and workflows in Heat Call Logging, optimizing processes and enhancing overall productivity. Skillfully crafted and updated comprehensive reports using Crystal Report for Heat, facilitating accurate data analysis and informed decision-making. Assumed the role of a supportive desk supervisor, serving as a call escalation point and providing second-level technical assistance to resolve complex issues. Monitored multiple AS400 systems across various properties and platforms, promptly addressing system messages and conducting regular system checks throughout the day.

●Facilitated in automating processes, reducing errors, and streamlining call processes by creating new and monitoring current business rules and Workflow in Ivanti Service Manager.

●Transformed the onboarding process by efficiently setting up new employees in Active Directory (AD) and Exchange, utilizing a combination of automated PowerShell scripts and meticulous manual configurations.

●Delivered exceptional customer service by promptly addressing an average of 60 to 80 inbound calls per day.

●Demonstrated expertise in troubleshooting and resolving various technical issues, resulting in a remarkable first-level resolution rate of approximately 85%.

●Helpdesk supervisor overseeing staff in multiple locations.

●Manage and monitor multiple Datacenters.

●Revitalized SharePoint 2013 by implementing a cutting-edge web interface, significantly enhancing user experience, and boosting efficiency.

●Worked with team to migrate from SharePoint 2010 to 2013, ensuring functionality and data transfer.

●Updated and maintained both the legacy SharePoint 2010 and 2013 sites, ensuring optimal functionality and seamless support desk operations.

●Mentored and effectively guided staff regarding both changes to old & new procedures as well as developing and improving existing written procedures.

Systems Analyst United Fulfillment Solutions Inc.; St. Louis, MO 2011 – 2013

Managed all aspects of computer inventory and peripheral management, including maintenance, setup, and deployment, ensuring the smooth functioning of both new and existing equipment. Developed and enhanced scripts in various programming languages such as Ruby, PHP, JSON, and VB to streamline processes and optimize system performance. Served as a proficient Database Administrator proficient in managing both MS SQL Server and MySQL databases, ensuring data integrity, security, and efficient retrieval. Installed, configured, and maintained servers running different versions of Windows Server and Debian, ensuring seamless operation and optimal performance.

●Facilitated the importation of orders from diverse sources, such as Email, FTP, and web services, into both a SQL Server database and warehouse management software.

●Manage and Maintain Datacenter as well as all hardware and other infrastructure around company.

●Formulated and updated reports from SQL Server 2000 & DQL Server 2005 by updating SQL queries and changing report formatting.

●Delivered impeccable level 1 & level 2 tech support to clients for computers, including office and warehouse staff.

●Demonstrated expertise in migrating existing clients, setting up new clients, and maintaining multiple FTP sites.

Additional Experience

Sales Representative – Circuit City; Brentwood, MO

Production Assistant – Outdoor Living Inc.; Kirkwood, MO

Customer Service Associate II/ Inventory Control Coordinator - Shane Company; Brentwood MO

Patient Placement/ Admitting Representative - St. John’s Mercy Medical Center; Creve Coeur, MO

Inventory Control Specialist – Tacony Corporation; Fenton, MO

Education

Bachelor of Science in Marketing Maryville University, St. Louis, MO, 2009

Technical Proficiencies

Operating Systems:

Windows Debian Windows Server AS400

Software:

SharePoint MS Office 365 Visio MS Excel MS Word MS Access CMS SDS HEAT MS Exchange Ivanti Service Manager Sage 300 Micros SCCM

Misc. Tools:

Databases:

Development Tools:

VMware vSphere Symantec Antivirus Corporate Edition Symantec Backup Exec Norton Ghost

Microsoft SQL Server MS Access MySQL

PowerShell C# Ruby PHP Java SQL VB

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