Michael Ludwig

***** *. ******* **

Aurora, CO **013

303-***-****

clb5az@r.postjobfree.com

SUMMARY

• Seasoned IT professional with long track record of committed service.

• Over nine years of SQL experience and Remedy Trouble Ticketing System.

• Provides technical support to vendors, international external customers in addition to internal personnel.

• Resolves technical issues with data and report generation.

• Communication skills are top notch both oral and written

• Extremely hard worker with a winning attitude.

TECHNICAL EXPERTISE

• Advanced working knowledge of MS SQL 2000 and Oracle 10g.

• Advanced working knowledge of Trouble Ticketing Systems including Remedy and home grown versions on DBASE.

• Advanced working knowledge of MS Office Suite, including MS Word, MS Excel, MS PowerPoint, and MS Access.

• Advanced working knowledge of ITIL Process

• Advanced working knowledge of Release Coordination process including SQL Releases, ASP Releases and Java Releases.

• Project Management experience.

• MCSE Windows NT.

• MCP Windows NT 4.0 Workstation.

• MCP Windows NT 4.0 Server.

• MCP Windows NT 4.0 Server in the Enterprise.

• MCP Administering TCP/IP for Windows NT 4.0.

• MCP Administering MS SQL Server 7.0.

• Brain Bench Windows NT Administrator Certification.

• COMPTIA A+ Certification.

PROFESSIONAL EXPERIENCE

Quantix Consulting, Inc.

Application Support Analyst

February 2010 to November 2010

• Application Support Analyst providing Tier 1 and Tier 2 support, monitoring the support request queue in Remedy trouble ticketing system.

• Troubleshooting and closing trouble tickets.

• Interacted with end-users, helpdesk staff, BA’s, QA’s, developers, network infrastructure staff, DBA’s, in addition to external vendors to resolve application and environment issues.

Management of service requests; prioritizing and resolving incidents and track them against SLAs.

• Provided support for all the applications including assisting end-users to fix their issues.

• Problem identification, definition and implementation of short term work around and coordination of long term software solution with development team.

• Participated in unit, integration, and system test procedures as well as perform application configuration tasks.

• Coded small SQL-based fixes and ad hoc reports.

• Provided system expertise to end-users and ongoing system training needs.

• Participated in team meetings to discuss approaches to current projects.

• Worked with ITIL Process.

Verizon/MCI WorldCom Communications

April 1988 to Nov 2008

Served as a trainer and subject matter expert for this telecommunications company; developing a steady upward progression in responsibility while expanding skills, expertise, and technical knowledge for over 20 years.

SQL Analyst, Release Coordinator, Technical Trainer - Jul 2000 to Nov 2008

• Provided database support, reporting support, and analysis for business users for Verizon customer service centers.

• Managed all software releases for SQL, IIS Services, ASP and Java Releases.

• Release Coordination between Development Team and Customers/Vendors.

• Trained all new employees in installing releases, SQL Queries, usage of computer website, and reporting.

• Trained as many as 30 employees and customers in group settings as well as in individual, one-on-one training.

• Trained customers on MCI/VZ proprietary software and MS SQL.

• Provided extensive Application Support.

• Provided Helpdesk and Technical Support.

• Worked Helpdesk Trouble Tickets using Remedy.

• Worked with ITIL Process.

• Project Management experience.

SQL Analyst, Remote Service Center Support - Jul 1999 to Jul 2000

• Provided remote administration and support for 65 servers in 15 business services centers.

• Managed remote support via Microsoft Systems Management Server and Terminal Server.

• Used Microsoft SQL Server 6.5 for remote database support.

• Trained users on SMS and Terminal Server.

• Provided extensive Application Support.

• Provided Helpdesk and Technical Support.

• Worked Remedy Helpdesk Trouble Tickets.

• Worked with ITIL Process.

• Project Management experience.

SQL Systems Analyst - May 1997 to Jul 1999

• Provided telephone Technical and Helpdesk Support and on-site Technical and Helpdesk Support for MCI’s business customer service centers.

• Supported hardware, software and telephone trouble shooting and problem solving.

• Developed and refined skills in Windows NT Client Server, MS SQL Server, IBM OS/2, IBM LAN, Requester/Server, Windows 95/98, 3COM, Ethernet Hubs, and Cisco Routers.

• Trained staff regarding software and hardware used in MCI’s customer service centers.

• Trained customers on hardware and software listed above, as well as MCI proprietary software.

• Provided extensive Application Support.

• Worked Remedy Helpdesk Trouble Tickets

• Worked with ITIL Process.

• Project Management experience.

• Release Coordination experience.

LAN Administrator - Jan 1993 to May 1997

• Delivered software support and server administration for IBM OS/2, LAN Server/Requester, Windows NT Workstation, Server, and Windows 95.

• Managed hardware support for IBM PC’s and laptops.

• Helped train new LAN Administrators on above listed hardware and software as well as MCI proprietary software.

• Traveled to new MCI centers to train clients on MCI Systems, SME, and on MCI proprietary systems as a subject matter expert.

• Provided extensive Application Support.

• Provided Technical Support and Helpdesk Support.

• Worked Remedy Helpdesk Trouble Tickets.

• Worked with ITIL Process.

• Project Management experience.

• Release Coordination.

Help Desk - Jan 1990 to Jan 1993

• Facilitated help desk support, office security, user id administration, and general operations.

• Trained on help desk procedures.

• Developed help desk tracking system.

• Worked Helpdesk Trouble Tickets using in house developed ticketing system and also Remedy.

• Provided Technical Support.

• Worked with ITIL Process.

Customer Service Representative - Apr 1988 to Jan 1990

• Handled incoming calls for MCI customers to resolve customer issues.

• Helped train new team members on MCI systems and policies.

• Considered department ‘lead’ when supervisor was unavailable.

EDUCATION

Bachelor of Arts, Communications, Susquehanna University - 1988

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