Service Management

JOHN WILLIS

**** * ******* ** ****: 602-***-****

Phoenix, Arizona **********@***.*** Cell: 602-***-****

SUMMARY

Accomplished IT Professional with over 15 years of experience in computer/information field across

numerous systems and applications

• •

Documentation and reporting systems 24 / 7 on call computer operations

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System monitoring and escalation Down time risk management

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Customer support and satisfaction Team leadership and collaboration

TECHNICAL SKILLS

•Operating Systems: Windows 95, 98, XP, Thin Clients, DEC/ VAX, UNIX

•Software: Word, Excel, PowerPoint, Outlook, Sharepoint

•Tools: Front Range, HP Service Desk, Remedy, Solar Winds, HP Open View

PROFESSIONAL EXPERIENCE

DHL (previously DHL –Danzas AEI), Scottsdale, Az 1999-2009

Global market leader of the international express and logistics industry

Incident Management (2006 - 2009)

Worked within the ITIL Incident Management guidelines to restore normal service operations as

quickly as possible and minimize any adverse impact on business

• Reduced down time by emergency escalation of any incident that causes interruption of service or

reduction quality of service to our customers. Acted as single point of contact between management,

business and users

• Conducted proactive application monitoring of critical systems(www.dhl.com, DHL service centers

LANs / Networks) connectivity using HP OVO

• Performed daily incident and status reporting using E1/ E4 functions of HP Service Desk, Microsoft

Word and Excel. Posted results to internal DHL SharePoint web site

Technical Service Desk Representative I/II (2004 - 2006)

Diagnostics of problems, troubleshoot and develop technical solutions for customer problems related to

DHL hardware, software and networking issue.

• Performed password reset and trouble shooting customer’s computer systems, application and

printer issues on Windows XP, Windows 9x and thin clients

• Trouble shoot VPN and DHL proprietary software and applications

• Service request ticket system HP Service Desk

Support Analyst (2002 - 2004)

Providing technical support in activities associated with identification, prioritization, research, and

resolution of reported problems using trouble-ticketing system

• Maintained and conducted user account verification and auditing

• Conducted network and application monitoring on HP OPENVIEW

• Monitoring of EDI / UNIX messaging systems (EDITAT)

JOHN WILLIS PAGE 2

Senior Operator / Computer Operator I /II (1999 - 2002)

Performs tasks associated with the operation of large computer systems or data center operation, servers,

and associated peripheral equipment including directly attached I/O components in a multi-vendor

environment

• Department lead: Training, mentoring scheduling and training junior operators

• Process production request, both ad-hoc and Service Level driven reports

• Nightly system back ups on (Windows NT, UNIX and DEC / VAX) systems

Nordstrom, Seattle, Wa 1992-1999

Upscale apparel and shoe retailer

Senior Operator / Computer Operator VI/III/II/I

Performs tasks associated with the operation of mid-range computer systems or data center operation,

servers, and associated peripheral equipment including directly attached I/O components in a multi-

vendor environment

• System monitoring using OMEGAMON / CICS and trouble ticket creation and monitoring using

REMEDY ticking system

• Department lead, department documentation and mentoring junior operators

• Monitor and maintain data center computer tapes(3480/3490) and ATL(Automated Tape Library)

• IBM/AS400 CA7P/TSO – release, monitor and schedule production job

EDUCATION

Bachelors of Science / Management Information Systems (MIS)

University Of Montana, Missoula, Montana

CERTIFICATIONS

HDI Professional Certification (DST) Desktop Support Technician

Certificate of Completion: Cisco Networking Administration

Glendale Community College, Glendale, Arizona

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