Service Delivery Manager - Lotus Notes Administrator
Resume:
CHARLIE DAVID (DAVE) CRIM
Olathe, KS 66062
hpfzb5@r.postjobfree.com
CAREER
SUMMARY: Information Technology professional with over 25 years of Information Systems and IT experience. ITIL V3 Foundation certified. Detailed understanding of networked computing environments and related security concepts. Successfully manages large enterprise email systems. Expert in Microsoft Office 2010, Lotus Domino/Notes 8.5, BlackBerry Enterprise Server and IBM Maximo Work Order Ticketing and Asset Management Systems among others.
PROFESSIONAL
EXPERIENCE: The Triple-I Corporation 08/10 to 2/12
Service Delivery Manager
Client: Honeywell FM&T
Responsibilities:
Service Delivery Manager for IT Shared Services contract at Honeywell FM&T Kansas City Plant; manage and direct 25 systems engineers in providing daily support in the Help Desk and Call Center, PC Maintenance, Parts and Software Procurement, Records Center, Computer Maintenance Contracts, Print Services and Telephone Operations
Successfully participated in the project planning and implementation to move the Help Desk Call Center off site in a pilot phase started in May, 2011 to support the upcoming Honeywell location change to Botts Road in Grandview, MO
Engages team to continue to meet or exceed 100 percent of the 15 stringent service level agreements each month by reviewing and updating key processes
Led PC Refresh activities in 2010 and 2011 to refresh over 1500 desktop systems
Authorized Purchase Card holder for computer equipment and software purchases for Honeywell FM&T
Approves requisitions, receives hardware and software in buyer’s system, maintains records for unregistered suppliers, reconciling each month, and answering audit findings as required
Presents weekly and monthly reports to client management and Triple-I management
Provides quarterly metrics for client based on their requirements
Produces monthly reports and as requested by client, using data from the client’s ticketing database
Professional development mentoring for 25 Triple-I employees assigned to Honeywell
Hired, on boarded and trained 12 new employees during this period
The Triple-I Corporation 11/04 to 08/10
Level 4 Helpdesk Analyst
Client: Honeywell FM&T
Responsibilities:
Team lead for Level 3 helpdesk
Email system Admistrator support for Domino clustered R8.0.1 UNIX mail servers with 2500 users
Support Lotus Notes Applications
Data Center Operations support
Support 120 BlackBerry users and devices
Overseeing administration processes which include: Setting up new email users and accounts, setting passwords, re-certifying IDs, restoring database files and setting replication schedules
Lotus Notes administration and support for databases and applications on Domino R8 / Windows 2003 application servers
Monitor performance for all Domino servers
Work with Firewall Administration and Email scanners to troubleshoot email routing failures
Lotus Notes client support for Level 1,2 and 3 helpdesk personnel
The Triple-I Corporation 10/03 to 11/04
Lotus Notes Administrator I Analyst
Client: Honeywell FM&T
Responsibilities:
Converted 3000+ email users from Lotus Notes R5 to R6.
Supported the email system for 3000+ users on clustered R6.5.2 UNIX mail servers.
Supported 20+ Lotus Notes Applications.
Enhanced existing Lotus Notes Applications.
Connection and replication with remote sites over VPN.
Administered processes which include: performance tuning, setting up new users and accounts, setting passwords, re-certifying transferred employees, and setting replication schedules.
Lotus Notes administration and support for databases and applications on Domino R6 / Windows 2000 application servers.
Assisted in installing and configuring Symantec email virus scanning on Domino R6 email servers
Scheduling replication of corporate databases on local servers.
Monitored performance and implemented fixes for all Notes servers.
Maintained remote access Lotus Notes sessions for traveling users using Secure ID and Citrix sessions.
Worked with network and server teams to enhance email efficiency.
Participated in beta testing team for Call Pilot Unified Messaging.
Participated on team to provide worldwide secure internet access to email.
Lotus Notes support for Level 1 and 2 helpdesk
Kansas Department of Health and Environment 04/03 to 10/03
Lotus Notes Administrator
Responsibilities:
Converted 650 email users from Lotus Notes R5 to R6.
Implemented Domino Cluster Servers for the email system on clustered R6 Microsoft 2003 mail servers.
Supported Lotus Notes Applications.
Enhanced existing Lotus Notes Applications.
Connection and replication with remote sites.
Administered processes which include: performance tuning, setting up new users and accounts, setting passwords, re-certifying transferred employees, and setting replication schedules.
Lotus Notes administration and support for databases and applications on Domino R6 application servers on IBM AS/400 platforms.
Assisted in installing and configuring Symantec email virus scanning on Domino R6 email servers
Scheduling replication of databases on local servers.
Monitored performance and implemented fixes for all Notes servers.
Worked with network and server teams to enhance email efficiency.
Installed Blackberry Server for Domino to integrate email service for Blackberry wireless devices.
Lotus Notes support for helpdesk and PC support personnel.
The Triple-I Corporation 07/01 to 01/03
Lotus Notes Administrator I Analyst
Client: Honeywell FM&T
Responsibilities:
Converted 3000+ users from R4 to Lotus Notes R5 and migrated to clustered servers.
Supported the email system for 3000+ users on clustered R5.0.10 UNIX mail servers.
Migrated 20+ Lotus Notes Applications to new application server.
Re-certified all users with new organizational unit.
Designed new and enhanced existing Lotus Notes Applications.
Connection and replication with remote sites over VPN.
Administered processes which include: performance tuning, setting up new users and accounts, setting passwords, re-certifying transferred employees, and setting replication schedules.
Lotus Notes administration and support for databases and applications on R5.0.10 Windows 2000 application servers.
Scheduling replication of corporate databases on local servers.
Tested and Installed Domino and Lotus software version upgrades.
Monitored performance and implemented fixes for all Notes servers.
Maintained remote access Lotus Notes sessions for traveling users using Secure ID and Citrix sessions.
Worked with network and server teams to enhance email efficiency.
Participated in team study for Unified Messaging.
Participated in team study for migration to Domino R6 vs. Exchange 2000.
Perot Systems Corp. 12/99 to 07/01
Lotus Notes Administrator / Analyst
Client: Quintiles, Inc.
Responsibilities:
Maintained and supported the email system for 950+ users - 2 clustered R5.0.5 mail servers.
Converted 950+ users to Lotus Notes R5.
Scanning inbound and outbound e-mail for viruses and maintained DAT files on SMTP server.
Administered processes which include: performance tuning, setting up new users and accounts, setting passwords, re-certifying transferred employees, and setting replication schedules with global servers.
Scheduling replication of corporate databases on local servers.
Maintained RightFax server and Lotus Notes connector.
Configured secure e-mail links to client and vendor companies.
Lotus Notes administration and support for databases and applications on 9 R5.0.5 application servers.
Monitored performance and implemented fixes for all Notes servers.
Participated in weekly planning with Quintiles North American administrators.
Developed a Lotus Notes seminar course for Quintiles Help Desk Personnel.
On-site Consulting.
Internet Direct Communications (formerly IES Midwest, Inc.) 05/97 to 12/99
Network Engineer
Responsibilities:
Migrated 800+ Microsoft Exchange users to Lotus Notes
Lotus Notes administration and support for NT, UNIX and AS400.
Provided Lotus Notes server hosting for clients.
Planned infrastructure, created workstation image and installed servers for new TWA reservations office in Chicago
Built and administered NT Servers.
Application database support.
On-site Consulting.
Worked on SERFF Pilot and Beta Projects for NAIC http://www.serff.com/information/SERFF-Background.htm
Setup and maintained hosting infrastructure and connectivity for NAIC, 6 states and 10 insurance companies.
Installed Lotus Notes servers and SERFF application at 3 state capitals.
Coordinated Lotus Notes connections and data replication between all parties.
Provided technical support and documentation.
EDUCATION: UMKC, Kansas City, MO, Major: Math
Metropolitan Community College, Kansas City, MO, Major: Math
TRAINING: ITIL V3.0 Foundations Certification, 2011
Domino 8 Administration, 2008
Lotus Notes System Administration R8 - Workgroup Connections, 2008
Workgroup Connections - R5 Administration and Migration classes, 2000
Lotus Notes System Administration I – IES, 1997
Lotus Notes System Administration II – IES, 1997
Lotus Notes Application Development I – IES, 1997
Microsoft MSCSE training - U.S. Connect, 1997
A+ Certification, 1994
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