Management Training
Resume:
Joshua Kiilu
**** ******* ** * Greenwood, IN **143 * Phone Home 317-***-****
Cellular Phone: 317-***-**** * E-Mail abk1k9@r.postjobfree.com
SUMMARY OF EXPERIENCE
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Successful information technology professional with diverse and extensive
experience focusing on database project management, systems analysis and
design, and documentation and systems migration. Proven achievements in
time management providing hands-on guidance with server/client-based
systems, router protocols, telecommunications, and software applications.
Considered a high-energy leader with a reputation for integrity and
quality. Team oriented with excellent interpersonal communication skills.
PROFESSIONAL WORK EXPERIENCE
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Eli Lilly and Company
Associate Consultant IT Service Management
1/2010 - 8/2010
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Ran weekly remedy metrics, collaborated with Global content owners for
remedy profiles, authored various knowledge articles used by helpdesk,
created communication and deployment plans for KNOA software, authored
numerous job aids and Standard Operating Procedures (SOP's) and focused on
process improvement and cost reduction processes using lean six sigma
methodologies. Prepared SOX reporting, audits, and system reviews, maintain
policies, procedures, and associated training plans. Developed test scripts
for different functional areas, prepared communication and deployment plan
for both technical and non-technical audiences. Implemented Software
Development Life Cycle methodologies for different release management
projects.
Associate Consultant IT Security
1/2009 - 1/2010
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Wrote test scripts, loaded then into HP quality center targeted for both
technical and non technical audience, processed security sets for new
hires, leave and transfers. Conducted periodic reviews on security access
for employees, scheduled quarterly knowledge transfer sessions for the
department, updated documentations on the security wiki website, and worked
with the different functional areas on multiple projects. Authored numerous
jobs aids for training, SOPs and knowledge base article that were used for
Global helpdesk agents to resolve trouble tickets for end users.
Sr. Systems Analyst
1/2007 - 1/2009
*
( Streamlined and optimized annual trainings for about 1,000 internal and
external customers, which resulted in a 20% reduction of training budget
and a 25% increased in customer satisfaction ( Executed successfully all
product upgrades of Adobe and IE to 56,000 Eli Lilly users and its
affiliates. ( Demonstrated capability in handling multiple concurrent
projects/activities, communicating at all levels of the organization, and
working with external consultants on sensitive and critical projects.
Systems Analyst
8/2001 - 12/2006
*
( Assisted in the formulation and execution of strategic programs and
policies for Global Help Desk that improved efficiency and reduced response
time from 24 hours to 3 hours. ( Developed and supervised various short,
medium and long term clients' projects and assignments. ( Redesigned the
Global Client Configuration department website and improved traffic by 50%
( Received the 2005 Morale Booster award for exceptional work as SME for
the Adobe suite. ( Interfaced with clients to scope projects, managed
budgets and development cycle from inception to completion, and assisted
programmers and developers through the design, coding, testing, deployment,
maintenance, and support of the initiatives.
Sr. Desktop System Analyst Tier II
7/2000 - 7/2001
*
(Provided training for clients on the effective use of several proprietary
and open applications. (Ensured smooth business operations during client
and application server migrations. (Recognized by supervisors for
maintaining a consistent 90%+ customer satisfaction for remedy tickets,
compared to the average score of 75% for peers
Cummins Engine Columbus IN
Columbus, Indiana
Desktop System Analyst Tier II
1/1997 - 6/2000
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(Provided 1-on-1 daily computer support, training and problem resolution to
numerous clients. (Developed, managed and coordinated several training
initiatives for the international group. (Tested and implemented
cost-effective solutions for efficient operation of the data processing
system. (Interviewed and gathered clients' requirements, translated them
into detailed project plans that meet budgets and deadlines, and interfaced
with clients for execution and implementation.
EDUCATION & CERTIFICATIONS
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M.B.A Applied Management
Indiana Wesleyan University
2008
Indianapolis, IN
B.A., Communications
Trinity College of Florida
1992
New Port Richey, FL
SPECIAL TRAINING
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Identity Management 7.0 2008, Lean Six Sigma, 2008 Change Management, 2007
Situational Leadership II, 2006
TECHNICAL SKILLS
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MS Office Suite; Lotus Notes, Macromedia products, Visio, Project, IE
configuration, Outlook, Documentum, Remedy, SAP User Administration
AFFILIATIONS
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BDPA since 2007 Eli Lilly amateur radio club 2007 American Radio Relay
League 1994 FCC Radio licensed (ID KC5GHM).
AWARDS & HONORS
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GBIP IT Security Award 2010
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Moral Boost Client Computing Services 2004
LANGUAGES
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Bilingual in Swahili
KEYWORDS
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Developing using methodologies planning coordinating log identifying the
knowledge preparing written material gathering inform presenting
information influencing groups communicating information projecting trends
and visualizing possible and probable futures establishing relationships
recognizing, integration, exploring planning, SOP, SME, organizing, and
monitoring
REFERENCES
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Robert Crocker
Eli Lilly and Company
Anthony Kilili (Personal)
Statistician, DunnHubby
513-***-****, abk1k9@r.postjobfree.com
Dr Lanny Lawler
North Christian Church Columbus, IN
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