Customer Service Project
Resume:
Daniel Pawula
Orland Park, IL 60462
abl01y@r.postjobfree.com
OBJECTIVE
To fully use my background, training, education and knowledge
in a challenging environment that offers opportunities for
growth and advancement.
SKILLS
Operating Systems: MS Windows XP Professional, MS Windows
2000 Professional, MS Windows 2003 Server, MS Windows 95/98,
MS Windows NT Workstation 4.0, MS Windows NT Server 3.51, MS
Windows NT Server 4.0, Novell 4.x and 5.x, Macintosh 7.5.3,
OS/2 2.1, Active Directory, Blackberry.
Software: MS Mail, MS Exchange, MS Outlook 2000, MS Office
XP and earlier, MS Project 2000, Lotus cc:Mail and cc:Mobile,
Lotus Notes, Novell Groupwise 5.5, Palm OS 4.1, Blackberry.
Hardware: Dell, Compaq, and IBM Desktops, Laptops, and
Servers, HP Printers, Blackberry and Air Card devices.
Ticketing Software: Lotus Notes, DP Umbrella, Vantive,
Remedy, Heat, Siebel, Computer Associates.
WORK HISTORY
Harris Bank (Digital Staffing) Chicago, IL 4/10-7/10.
. Supported executives for all lines of business following
security upgrades.
. Tested banking software after upgrades were performed.
. Set up user permissions on computers.
. Used Active Directory to deploy software.
. This was a contract position.
Re:Sources USA (Tek Systems) Chicago, IL 09/09-3/10.
. Served as main point of contact for Blackberry
activation for remote users at Digitas.
. Ran a data encryption project for 1200+ laptops at Leo
Burnett.
. This was a contract position.
Sara Lee Downers Grove, IL 1/07-8/09.
. Supported the Sara Lee production environment.
. Acted as technical team lead and subject matter expert
for Blackberry and Air Card provision, activation and
support. Created and reset accounts on Blackberry
Enterprise Servers.
. Utilized Active Directory to create and modify user and
computer accounts.
. Developed user profiles and security access reports for
executives.
. Provided support for internal and remote users.
. Lead a conversion of 1000+ users from Dell to HP
Platform and conducted user-acceptance testing in the
initial stages. Helped train new recruits in the support
and administration. Imaged, configured and deployed
systems for these users. Pushed applications to
computers using the HP Radia program.
British Petroleum Naperville, IL 4/06-1/07.
. Supported the British Petroleum Network Production
Environment.
. Implemented Gilbarco and Verifone hardware and software
at 15000 remote sites nationwide.
. Remotely tested network connectivity of networked
equipment at gas stations nationwide.
. Gathered and reported conversion-related data to assist
in process improvement.
Chicago Transit Authority Chicago, IL 8/02-4/03.
. Worked in a contract position through Unisys on an 8+
month Administrative Network Upgrade, bringing 2000
users under an unprecedented network standard. This also
involved bringing all users under one NDS structure.
. Assisted in migrating users from Groupwise to Outlook.
. Was involved in asset management and user-acceptance
testing.
. Migrated users to a DHCP environment.
TEK Systems Chicago, IL 6/02-4/05.
. Worked onsite at Sidley Austin Brown & Wood, McDermott
Will & Emery, Northwestern memorial Hospital, Northwest
Community Hospital and British Petroleum in both short
and long term roles.
. Assisted in migrating users from Groupwise to Outlook.
. Was involved in asset management and user-acceptance
testing.
. Migrated users to standardized environment.
Alternative Resources Corporation Barrington, IL 2/97-6/03.
. Worked onsite at KMPG, IBM Global Services, Sprint PCS,
MacNeal Health Network, AT&T (formerly SBC,) Automatic
Data Processing, German Stock Exchange, British
Petroleum in both short and long term roles.
. Served as a team lead for a Windows 2000 migration at
BP. Also traveled nationwide to upgrade systems at
remote terminal sites.
. Led a team building and configuring Windows NT 4.0
servers for National Tire and Battery locations
nationwide.
. Served as a project coordinator on a Windows XSP Service
Pack 2 upgrade project for BP.
. Provided post-migration support for numerous upgrades.
. Remotely upgraded ADP payroll software for 100+ clients.
. Supported Windows and Macintosh users at KPMG.
. Acted as asset management contact at IBM Global
Services.
CNA Insurance Companies Chicago, IL 5/94-7/96.
. Provided first and second tier hardware, software, and
network support for 15000+ internal and remote users.
. Trained many users for the use of various software
packages.
. Led a Help Desk reengineering project that improved
customer service by handling the massive call volume far
more efficiently. First-call resolution improved from
30% to 80% and call abandons were eliminated entirely.
EDUCATION
University of Illinois at Urbana-Champaign
Bachelor of Science, Mathematics 1993
Minor Computer Science
Additional coursework Network+, SQL 2000, MySQL
REFERENCES
Available upon request.
Contact this candidate