Project Manager Service

L ARRY M I C HAEL LAWSON

**** ******** ***** #***, **** Melbourne, Florida 32904

301-***-**** ****@*****.***

SUM MARY

Over twenty years experience in Information Technology maintaining the

daily operations of a fully operational data center and help desk. My goal

is to provide first level support for customers in helping them to meet

t heir needs relating to either hardware or software issues according to

company service level agreement.

T EC H N ICAL SKI L LS

●REMEDY TICKETING ●NOVELL CLIENT

●ACTIVE DIRECTORY ●IB M MA INFRAME Z9/10

●PASSWORD RESETS ●REMOTE ACCESS

●TCP/IP COMMANDS ●M ICROSOFT OFFICE

P ROFESSIONAL EXPER I E NCE

Technology Support T ie r 1 Analyst Oct 2008 – Feb 2010

QinetiQ-NA, Herndon, VA

• Provided customer focused telephone information to all of the Department of

Homeland Security and Customs Border Patrol customers.

• Managed service requests and restored service or referred more complex

i ncidents to advanced support Tier 2.

• Processed over 150 calls weekly; Documented customer calls with Remedy

t icketing.

• Monitored applications for Customs and Border Protection for current

operational status.

• Reset passwords utilizing Active Directory, Novell Client, Remedy, and

mainframe portal.

• Read technical manuals for new SOP procedures for new added applications.

• Guided customers with self help password reset procedures.

• Checked customers’ software or hardware problems through remote access.

• Submitted weekly status reports to Team Leader and Project Manager.

• Requested new guidelines for unsupported applications.

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L ARRY M I C HAEL LAWSON

4600 Explorer Drive #301, West Melbourne, Florida 32904

301-***-**** ****@*****.***

• Trained new team members with service desk application.

• Verified customer BI status for disabled accounts with System Security.

• Received and logged incoming VIP, Critical Outage priority calls.

• Transferred incoming Canadian calls for Global Online to GOES service desk.

• Instructed CBP remote laptop customers with KEYFOB synchronized pin

n umber reset.

Senior Computer Operator J une 2007 – Oct

2008

Amdex Corporation, Springfield, VA

• Team Lead for group that provided 24X7 support for customers in a

mainframe and multi-platform environment.

• Printed weekly bills for Customs and Border Protection.

• Prepared nightly backup tapes for offsite t ransport.

• Checked system application monitors for Tivoli, Managed Objects, TMON,

and investigated error messages using SOP procedures and guidelines.

• Produced weekly reports to senior management.

• Mounted operating system tape requests.

• Opened Remedy t icket for hardware failure for onsite and offsite data centers.

• Trained new employees in Technology Operations procedures for the data

center.

Network – Data Center Operator M arch 2001 – June

2007

Ruland & Associates, Rockville, Maryland

• Checked SUN/UN IX servers and identified problems. Sent escalated

i ncidents to senior personnel when needed.

• Processed payroll nightly.

• Oversaw all servers and performed nightly backups.

• Input Disaster Recovery tapes during preliminary testing.

• Updated password resets on Windows 2000 servers.

• Contacted vendors for printer support.

• Printed and distributed monthly bills.

• Scheduled facility checks for Data Center and UPS system.

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L ARRY M I C HAEL LAWSON

4600 Explorer Drive #301, West Melbourne, Florida 32904

301-***-**** ****@*****.***

• Rebooted servers for weekend scheduled maintenance.

P roduction Control Specialist – Computer Operator J uly 1990 – Nov

2000

QSS INC., Greenbelt, Maryland

• Processed daily and monthly payroll schedules.

• Restarted daily production jobs utilizing JCL.

• Contacted Database team members when problems occurred.

• Checked payroll schedules for proper execution of jobs.

• Set initiators on the mainframe to speed up processing.

• Operated the Xerox 4050 and 4890 printers.

• Maintained inventory of onsite paper supply and printer forms.

• Contacted senior programmers when an application failed to generate correct

data.

• Provided nightly report of restarted jobs to supervisor and manager for

morning meeting.

Level 1 Help Desk Analyst – CHS J uly 2010 –

November 2010

Comprehensive Health Services Cape Canaveral, Florida

• Provided phone support for CHS health clinic users with password resets in

Active Directory.

• Monitored the Supports Works ticketing queue for submit ted hardware or

software request and incidents.

• Assisted IT Infrastructure senior admin with desk side phone support for

C HS in ternal users.

• Provided SharePoint assistance for password resets for clinic users and

assisted with locating documents within SharePoint.

• Guided CHS employees to the Enterprise Service Center online portals for

submitting an incident or request and registration for the self service

portals.

• Escalated high priority NextGen EMR,EHR,EPM to the Hybrid Health

Operations queue or to the Senior Analyst or IT Help Desk Manager.

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L ARRY M I C HAEL LAWSON

4600 Explorer Drive #301, West Melbourne, Florida 32904

301-***-**** ****@*****.***

• Provided phone support for remote customers for CHS in Afghanistan and

I raq.

• Notified CHS senior developers when customers inquired about an issue with

H ybrid Heath, NextGen, METS, and H U MS.

• Attended weekly meetings with IT Director and IT Help Desk Manager along

w ith other IT Infrastructure team members.

ADD I T IO NAL I N FOR MAT IO N

Securi ty Clearance Status Active

HD I Support Center Analyst Certified 2009

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