Jeff Sullivan

Cellular 816-***-****, Alternate 816-***-****, abl1df@r.postjobfree.com

Summary IT specialist with more than 25 years of experience. Proven abilities include improving process

to increase efficiency and cost reduction. Identifying user support, root cause analysis, devise

time lines, monitoring project standards for all deliverables, creating strategies, overseeing

technical design, development and tracking of results.

Software Inventory • Security: Microsoft File Encryption System, Entrust, SecurID, and Citrix Password Manager.

• Enterprise: AD Domain, LDAP, Exchange, Citrix, Total View, VMware, Microsoft server

2003 and Cisco.

• Networking: Lan/Wan-TCP/IP.

• Emulators: Extra Office Client, and Blue Zone.

• IBM mainframe applications: JCL (Job Control Language), RACF, CASpool, CAView, ISPF,

IMS and TSO.

• Live Chat: Sightmax.

• Microsoft Office: Office 2003 - 2007. Proficient in Excel, Outlook, and Power Point.

• Enterprise IT ticketing system: HP Service Desk -. Incident management, problem

management and change management - ITIL (Information Technology Infrastructure Library)

concepts.

• Antivirus: Enterprise McAfee and Symantec.

• Reporting/Presentation: MicroStrategy, Excel and MS PowerPoint.

• Staff Scheduling: IEX Total View.

• Remote control tools: DameWare

Experience Sprint, Lenexa, Ks 2004 to 2009

Technical Support Engineer II

• Senior technical operations engineer of Sprint’s internal IT solutions center providing 24x7

support to over 50,000 employees worldwide. This role encompasses several responsibilities to

improve productivity, design systems to implement timely and cost effective measures to resolve

employee issues. Designed reports and procedures presented to management on a daily, weekly

and monthly basis.

• Selected as sponsor to Tier II helpdesk Citrix SME’s. This role encompassed insuring Citrix

SMEs attained skills needed to resolve Sprint call center representatives issues with Citrix. As a

result, Citrix ICA client, metaframe, account issues were resolved on first call.

• Administered the implementing of an internal Live Chat at Sprint. Tasks included coordinating

with project managers, SME (Subject Matter Expert) training, VMware, access security,

updates, patches, and performance measures. Launched a second phase of Live Chat to provide

a primary communication channel between tier II support and a tier I support site located in India

decreased interaction time, increased resolve rate and cost reduction per request.

• Responsibility as a team lead to a tier II (escalation) 15 members team committed to solving

complex IT issues. Restructured and handpicked the Tier II team to assist local and offshore tier

1 groups in providing timely and cost effective solutions. Ensured the Tier II team monitored

floor staffing to meet service level agreements such as time to answer and mean time to resolve.

• Tasked with IT simplification - as a team member, a next generation online resource web page

was developed to provide a "one stop" solution center web site. Employee's resolution time to

solve IT issues was reduced as a result.

• Built rapport with Sprint departments. As a support sponsor to various applications at the

solution center, this interfacing built team work, faster resolutions, and knowledge increase.

• Appointed to lead role to incorporate a smaller network planning application help desk into the

Enterprise Solution Center. Handpicked SME's to learn the application to be supported, attended

on hands training, developed support schedule, created knowledgebase entries and developed

reports to measure results. Proven cost savings through using of existing ticketing system,

knowledgebase and analysts.

• Responsible for tier ll user support for PKI, Encryption and Strong Authentication technologies.

This includes RSA SecurID tokens, Entrust Security products, as well as Microsoft Certificate

Services and underlying encryption and authentication using certificates.

Sprint, Overland Park, KS 1996 to 2004

Technical Support Analyst

• Provided day-to-day information technology support to internal employees in network,

intranet/internet web applications, operating system issues and peripherals. Trained and provided

technical tier II support for tier I analysts.

• Solved system, application and hardware issues with remote control tools reported by Sprint

employees calling internal help desk Enterprise Solutions Center (ESC). Maintained a 90%

personal resolve rate.

• TAG (Technical Assistance Group) team member provided Tier II support to analysts. Monitored

floor performance and advised management concerning service level objectives with floor

performance.

• Interfaced with system administrations to provide timely solutions for user accounts and access

problems, including exchange, networking, security and Active Directory.

• Represented Sprint internal helpdesk in pilot study to evaluate the effectiveness and cost in

implementing Citrix in the corporate division of 12,000 employees. Became efficient in trouble

shooting ICA client, published applications, server farms, printing, documenting procedures and

user account issues.

• Designed, documented and presented training curriculum and materials used in training analysts

in mainframe related applications.

Additional Employment History

Operations Analyst/Administrator - Nellcor Puritan Bennett, Pleasanton, CA

Computer Operator - Puritan Bennett, Overland Park, KS

Certifications

• CCNA - Cisco

• Security+ - CompTIA

• A+ - CompTIA

Education University of Kansas

• B.A. – Psychology

DeVry Institute

• Certificate, Computer programming in Business Applications

Honors include: Valedictorian, Presidential Honor Society and President's list

Awards Enterprise Solution Center Leadership Institute - Sprint, 2005

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