SENIOR TECHNICAL SPECIALIST/SYSTEMS ADMINISTRATOR/

SYSTEMS ANALYST/COMPUTER SYSTEMS ENGINEER

SUMMARY OF QUALIFICATIONS AND ACHIEVEMENTS

Experienced, knowledgeable, and dynamic Information Technology

Professional capable of successfully performing numerous IT/IS lead roles

seeking to contribute training and acquired skills within a Senior

Technical Specialist, Systems Administrator, Systems Analyst, or Computer

Systems Engineer position. Extremely skilled at accurately and

efficiently providing all aspects of infrastructure services as a result of

both educational training, including certifications as an MCSE, MCSA,

MCDST, and MOS, and diverse employment experiences at Fortune 500-1000

corporations such as Northwestern Mutual, S.C. Johnson Wax, and SBC/AT&T.

Works well both independently and as part of a team to analyze clients'

existing systems, create innovative and logical solutions to complex

problems, and oversee implementation, technical compatibility, and user

satisfaction of new systems.

TECHNICAL SKILLS

Certifications: MCSE, MCSA, MCDST, MOS, Dell, HP/Compaq, Gateway

Operating Systems: Windows 3.11/95/98/XP/Vista, Linux, Mac OS (all),

Windows NT/2000/2003 Server, Novell

Technical Languages: VB Script, DOS, HTML, Flash, Acrobat, Shockwave

Tools: Remedy Applications (all), HP Service Center, DK Service Center,

RDP, VNC, Symantec Ghost, pcAnywhere, Cicso VPN, VM Ware, Citrix Metaframe,

Symantec Antivirus, McAfee Products, Trend Micro, IBM WAS, Hyperion, IBM

Radia, Veritas Backup, Data Recovery, Diagnostics

Databases: Active Directory Systems, MS SQL, Unix, MS Exchange

ERP Packages: Symantec Altiris, SMS, MS WSUS, IBM Tivoli

Framework/Management, SAP, Oracle, ITIL Concepts

Hardware: HP business class printers/peripherals; desktop peripherals; Mac,

commercial & business class computers; cellular/wireless cards; RAID, SCSI,

server, mini-servers, cellular management, and role-specific hardware

Software: Adobe products, Microsoft Office & Sharepoint, Frontpage, common

media players, Lotus Notes, Nero, Roxio, assistive technology programs

(e.g., Dragon NaturallySpeaking, ZoomText, Word Prediction, Read & Write)

Web/Internet: IE 4/5/6/7/8, Safari, Netscape, Firefox

Networking: Switches, hubs, routers, TCP/IP configurations (DNS, DHCP,

Gateway, static)

PREVIOUS EXPERIENCE

Support Specialist 2

December 2009 -

Present

RedPrairie Waukesha, Wisconsin

. Provided 3rd shift telephone and email support to internal and

external customers for two RedPrairie software products and third

party products utilized with RedPrairie software

. Performed general diagnostics and troubleshooting to resolve

RedPrairie software usage problems

. Conducted severity assessments based on information obtained from

clients and escalated designated calls to appropriate personnel

. Monitored active issues for escalation and closeout

. Supplied needed assistance to other support specialists to ensure that

inquires were effectively and efficiently resolved

. Offered feedback on product and/or process initiatives developed in

other areas

. Utilized, maintained, and updated the EWS (Enterprise Wide Support

Software for RedPrairie) as a tool to provide support recommendations

. Completed continuing education on all products utilized by RedPrairie

Micro-Computer Technical Specialist/Software Support Specialist

July 2008 - February 2009 Guaranty Bank Glendale, Wisconsin

Lead Desktop Engineer/Micro-PC Support

. Served as team lead for twenty IT professionals in providing

comprehensive off-site support to 181 bank branches throughout

Wisconsin, Illinois, Minnesota, Michigan, and Georgia

. Provided senior level support of microcomputer hardware, software, and

mini-server class system platforms, HP business class printers, Unisys

scanners, and other hardware peripherals

. Configured and set up computers and mini-servers as well as diagnosed

complex problems to hardware components, memory management, and

operating systems for corporate and bank branches

. Designed, created and updated images, documented build changes, and

communicated information to fellow team members (Symantec Ghost/Ghost

Casting/VMware/Sysprep)

. Created and implemented software upgrades and fix packages for

distribution to corporate bank employees and branches (Symantec Live

state)

. Participated in monthly rotations of 24-hour support for all server

outages

Systems Administrator/Analyst

. Led prototyping of new systems (hardware, software, and peripherals)

for the purpose of enhancing business processes, operations, and

information process flow

. Provided immediate resolutions to reoccurring issues to IT

departmental staff that affected multiple users

. Troubleshot and resolved user access and directory configurations

. Supervised twelve members of a project team, including IT staff and

contractors, and provided them with instruction and guidance regarding

new and advanced technology to be deployed/implemented

. Communicated, analyzed, and problem-solved Guaranty Bank's Active

Directory System to help maximize the benefit of ADS (Win2000, 2003

Server)

. Researched, planned, installed, configured, troubleshot, maintained

and upgraded bank software interfaces with the operating system

Networking

. Worked as a team member with other technical staff, such as networking

and server personnel, to ensure connectivity and compatibility between

systems

. Performed a wide range of technical duties associated with the design,

implementation and support of the Local Area Network and related

services

PC Platforms Lead/Enterprise Applications/

September 2007 - April 2008

Assistive Technology Manager/Remote Specialist

Northwestern Mutual Franklin, Wisconsin

PC Platforms Team Lead:

. Served as application owner and primary support for proprietary and

licensed software

. Served as team leader for twenty-five IT professionals in analyzing

current business processes and procedures so as to identify gaps and

areas for improvement from a hardware perspective

. Coordinated hardware and software installations and upgrades to ensure

work was performed in accordance with company policy

. Coordinated and monitored troubleshooting in order to isolate and

diagnose common system problems; documented system events to ensure

continuous functioning; and recommended a course of action and

subsequently implemented as approved

. Utilized custom corporate tools to distribute patches, software

upgrades, record changes, service requests, and problem activities for

tracking purposes

. Coordinated testing, upgrade, and configuration of system files and

services to ensure changes were in accordance with appropriate

operating procedures

. Provided a knowledgebase resulting in improved research and

investigation of software and hardware troubleshooting concepts for

the corporate Help Desk

. Coordinated and approved PC deployments of laptops and desktops to new

and existing "stay at home" client base

. Provided on-site customer training as needed

. Coordinated and interacted with multiple departments and vendors

to process and eliminate delays and discrepancies to promptly

resolve any client issues

. Participated in monthly rotations of 24-hour support for all

server outages

. Evaluated new technology for process improvement

. Purchased and maintained new and existing hardware service

agreements

. Performed network troubleshooting, including issues with

connectivity software and hardware (e.g., NIC, Cellular and

Wireless cards, VPN over dial-up and DSL)

Enterprise Applications:

. Identified complex software problems and reviewed related

information to develop and evaluate options and implement

solutions

. Provided software security design, modeling, scripting, testing,

and documentation in full-life cycle of products

. Created group policy objects to limit users' ability to make

changes to computers and applications

. Installed, analyzed, and resolved clients' problems relating to

system issues in Microsoft Office Suite and third party

applications

. Installed, configured, tested, and administered operating system

software

. Diagnosed customer issues and assigned appropriate support as

necessary

. Coordinated software installations and upgrades to ensure work was

performed in accordance with company policy

. Researched, analyzed, and assessed software security risks and

developed policies, procedures, and contingency plans to prevent or

minimize the effects of security breaches and/or concerns

. Participated in security consulting on topics including technical

policies, standards, procedures, security baselines, and risk

assessments of business software applications to ensure compliance

. Assisted in projects that included the development and

maintenance of Citrix-based application system and worked to

utilize and optimize field clients and clients who worked from

home

Assistive Technology Manager:

. Served as primary software and hardware owner and supervisor to six

employees; supporter, tester, trainer, and liaison for vendors and

consultants; and coordinator for other programs and plans for

assistive technology users

. Provided assistive technology hardware/software evaluations,

trainings, and workplace modifications and disseminated information

for individuals with all types of disabilities

. Took responsibility for the selection, design, fit, customization,

adaptation, application, maintenance, repair, and replacement of

assistive technology devices and software

. Provided and coordinated supplementary aids or other services that

enabled clients to work in the least restrictive environment

. Developed and wrote user manuals and provided materials resulting in

improved website, software, and hardware accessibility concepts for

audiences with various levels of computer experience

. Supplied training or technical assistance for professionals (including

those providing rehabilitation services) or other individuals

. Researched and identified current and future equipment and training

needs for the Assistive Technology team

. Developed a budget for and ordered evaluation equipment needed by

Assistive Technology team

Lead Technical Support/Analyst

July 2006 - May 2007

S.C. Johnson Wax, Adecco Technical Racine, Wisconsin

. Provided on- and off-site level 2/3 desktop support

. Provided business and technical consultation and support to clients,

project managers, product developers, users, and other technical units

. Led and monitored more than twenty team members on multiple project

priorities and ensured that management was apprised of the operation

status of projects

. Performed tests on upcoming SMS/GDE pushes for software patches,

hardware drivers, operating system fixes, and (un) installers

. Performed installation, configuration, and troubleshooting of a

defined set of software applications and hardware used on all desktop

equipment

. Planned and implemented system upgrades, ensuring change management

procedures and methodologies were implemented and followed

. Arranged and coordinated deployments of laptops and desktops to new

and existing clients

. Provided on-site training, business and technical consultation, and

support

. Maintained and troubleshot network connectivity as assigned

Technical Support Specialist

December 2000 - June 2006

SBC/AT&T Milwaukee, Wisconsin

. Performed numerous roles, including Team Lead/Supervisor for more

than 150 AT&T employees and management; Telecommunications/Vendor

Liaison for hardware, software, and technical support; and

Customer Advocate for end-user support

. Pioneered two maintenance and procedural action plans that have

saved SBC/AT&T millions of dollars in revenue and fines

. Served as Project Coordinator for complex telecommunications and

internet services as well as global updates, lease rolls, and hot

cuts

. Coordinated and interacted with multiple departments, end-users,

and vendors to process customer orders, eliminate delays and

discrepancies, and promptly resolve issues

. Provided ongoing training and support to management and over

fifty employees for proprietary database and order-entry systems

. Supported field technicians and contractors to ensure reduced

customer installation time and accurate installations and prevent

database discrepancies

. Identified, collected and analyzed data needed for resolution of

discrepancies among AT&T's interdepartmental systems

. Coordinated SMS pushes of patches and software updates

EDUCATION

Post-Graduate Studies, Sports Psychology

May 1999 - December 2000

Arizona State University - Tempe, Arizona

Bachelor's of Science, Psychology and Kinesiology

May 1996 - May 1999

Minor, Information Systems - Computer Science

University of Wisconsin - Whitewater - Whitewater, Wisconsin

ADDITIONAL SKILLS

. Spanish as a 2nd language

. Outstanding research skills, including extensive use of technical

manuals and the internet

. Efficient and accurate time management and project estimation

. Strong written and verbal communication skills and ability to function

as a liaison between various departments, IT staff, contractors, and

vendors

Contact this candidate