Manager Project
Resume:
*rd Eric Szkola
IT System Engineer at Horizon Blue Cross Blue Shield of New Jersey
Location
Greater New York City Area
Industry
Information Technology and Services
Overview
Current
IT System Engineer (HP Service Manager) - Crystal Reports XI Developer, Business Objects
at
Horizon Blue Cross Blue Shield of New Jersey (via H2H/Youngsoft)
Past
iET ITSM Administrator/Developer - Crystal Reports Developer
- Senior Service Desk
Representative at Bradco Supply Corp
Senior Service Desk Representative - Crystal Reports Developer - Track-It Administrator
at Bradco Supply Corp
Service Desk Representative - Crystal Reports Developer at Bradco Supply Corp
TRAINER at BRADCO SUPPLY
Manager/Trainer at EQUISERV
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see all
Education
Middlesex Community College
Recommendations
17 people have recommended Eric
Connections
139 connections
Public Profile
http://www.linkedin.com/in/ericszkola
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Summary
Self - motivated, personable, team orientated professional with over ten years of
experience working within multiple facets of IT. Extensive application administration,
development and support experience with the ability to quickly adapt to new applications
and procedures. Well organized, with a proven ability to prioritize workload, meet
deadlines and utilize time effectively. Exceptional analytical and problem-solving skills.
Proven ability to effectively deal with diverse skill sets and personalities to foster an
environment that emphasizes team work and a common goal. Exceptional written and oral
communication skills. Ability to translate highly technical information into non-technical
terms. Outstanding customer service orientation.
Specialties
HP Service CenterService Manager (Administration/Development)
iET Solutions Workcenter (ITSM) (Administration/Development)
Crystal Reports XI
Business Objects
SQL Server Reporting Services (SSRS)
Visual Studio 2005/2008
SQL Querying
Data Warehouse (Brio)
Cognos
Track-It
Remedy
Infor SX.enterprise ERP
Experience
IT System Engineer (HP Service Manager) - Crystal Reports XI Developer, Business Objects
Horizon Blue Cross Blue Shield of New Jersey (via H2H/Youngsoft)
Nonprofit; 5001-10,000 employees; Insurance industry
January 2011Present (1 year 5 months) Newark, NJ
Develop and manage the HP Service Center/HP Service Manager software platform based on
ITIL processes.
Responsible for the day-to-day support of HP Service Manager. (Admin duties including new
Operator and Contact record setup and access/role maintenance).
Queue and View management to include defining and creating profile assignment of system
and personal views; as well as query group administration.
Identifiy, resolve, and enhance problems and/or inefficiencies within existing systems.
Design implementation of new systems, and participate in analysis, design and
development/construction of next generation IT systems.
Plan, test, develop and implement enhancements/solutions utilizing Database Dictionary
Data Policy, Format Control, Forms Designer, Global Lists, Dynamic View Dependencies and
Forms Wizard to create/modify to meet business needs.
Service Manager System Language, RAD Debugger, and JavaScript.
Database Manager functions including Load and Unload utilities as well promoting data
between environments.
Member of QA team responsible for testing all functionality/enhancements with regards to
the upgrade from HP Service Center 6.2 to HP Service Manager 9.2, as well as the
Implementation of the HP Service Request Catalog (SRC).
Primary report writer for all areas of IT with regards to daily, weekly, monthly,
quarterly and custom Ad Hoc reports utilizing Crystal Reports XI, Business Objects, SSRS
and SQL queries out of SQL Server Enterprise Manager.
Work closely with Department Managers to plan reporting requirements to identify possible
issues/trends as well as business initiatives.
Eric has 1 recommendation (1 co-worker) including:
2nd Rich Celestino, Head of Development/Analysis, Bradco Supply Company
iET ITSM Administrator/Developer - Crystal Reports Developer - Senior Service Desk
RepresentativeBradco Supply Corp
Privately Held; 1001-5000 employees; Construction industry
2006December 2010 (4 years)
Develop and manage the iET Solutions ITSM software platform based on ITIL processes.
Responsible for the day-to-day support of ITSM. (Admin duties including new user setups,
form design, time and diary entry corrections etc
Plan, test, develop and implement 500+ custom solutions utilizing iET ITSM Developers
Studio. This involved extensive communication and coordination with business managers and
end users.
Modify existing fields, notifications and canned ITSM reports to better match business
needs.
Create and integrate custom ad-hoc Crystal Report reports into ITSM.
Analyze ITSM SQL workflows to identify and implement process improvements.
Develop user requirements; led development efforts to implement new functionality.
Leveraged ITSM software with Microsoft functionality to provide innovative solutions
resulting in significant process improvements for numerous internal departments.
Maintain the integrity of ITSM and ITSMDEV Databases (backups, refreshes, agent
maintenance, etc. )
Liaison to Bluewolf (DBA's contracted to oversee and maintain multiple SQL Servers).
Primary report writer for all IT and Executive (Daily, weekly, monthly, quarterly and
custom Ad Hoc ) requests utilizing Crystal Reports, SSRS, BRIO Data Warehouse and SQL
queries out of SQL Server Enterprise Manager.
Work closely with CIO and Department Managers to plan reporting requirements to identify
possible issues and trends.
Participate in Daily Status, Weekly Change Management and Bluewolf SQL Administrators
meetings.
Maintain responsibility of Senior Service Desk Representative by continuing to perform my
duties described below.
Eric has 15 recommendations (1 manager, 14 co-workers) including:
3rd Dewey P., Systems Manager, Bradco Supply
3rd Kris S.,
Technical Support Specialist, Bradco Supply Corp
Senior Service Desk Representative - Crystal Reports Developer - Track-It AdministratorBradco Supply Corp
Privately Held; 1001-5000 employees; Construction industry
20032006 (3 years)
Assist junior team members with hard to solve reported incidents and requests.
Record, track and document the problem-solving process, including all successful and
unsuccessful decisions made, and actions taken, through to the final resolution.
Follow up on open incidents, providing updates to end users.
Utilize Crystal Reports to complete ad hoc service and report requests.
Work closely with CIO to plan reporting requirements for executive meetings as well as
identifying possible issues.
Administer Track-It system utilized by Service Desk to track incidents.
Appropriately and quickly escalate incidents when necessary.
Maintain knowledge of all supported systems and hardware.
Assist with the yearly Physical Inventory Audit.
Participate in Daily Status, Weekly Change Management and Bluewolf SQL Administrators
meetings.
Assist with Quality Assurance testing as needed.
Eric has 1 recommendation (1 co-worker) including:
3rd Joseph H., Chief Information Officer, Bradco Supply Corp
Service Desk Representative - Crystal Reports DeveloperBradco Supply Corp
Privately Held; 1001-5000 employees; Construction industry
20022003 (1 year)
Conduct Infor SX.e (ERP) training to Service Desk Analysts in preparation to support end
users on new system.
Provide phone, email and hands on support for over 1800 remote users, 90% of calls were
first call resolution.
Record, track and document the problem-solving process, including all successful and
unsuccessful decisions made and actions taken, through to the final resolution.
Escalate incidents to and work with second level support members on hard to resolve
reported issues.
Provide technical support for all IT supported hardware and software.
Remain current on all company policies, procedures, supported hardware and software.
Perform hands-on fixes at the desktop level, including installing and updating software,
hardware and configuring systems and applications.
Self taught Crystal Reports.
Complete ad hoc service and report requests utilizing Crystal Reports.
Assist with Quality Assurance testing for upgrades and TB's (reported bugs) corrected by
ERP vendor.
Assist team members with hard to solve reported incidents and requests.
Attend training for supported hardware and software as needed.
TRAINER
BRADCO SUPPLYJanuary 2001January 2002 (1 year 1 month)
Learn Infor SX.e (ERP) system and began training in less than 90 days.
Develop user guides and training curriculum for several modules of the Infor SX.e (ERP)
system.
Conduct "train the trainer" sessions prior to "go-lives" on Infor SX.e (ERP) and best
practice processes.
Plan and conduct conference room pilots for new branches converting to Infor SX.e (ERP).
Develop new procedures and work flows to assist recently converted branches transition
smoothly.
Evaluate, analyze and recommend best practices for field operations (branches) and
Headquarters business units.
Conduct user acceptance testing and prepare test scripts and documentation for Quality
Assurance.
On site trainer for the Infor SX.e (ERP) implementation for Bradco and all acquisitions,
in classroom and one-on-one.
Assist with the yearly Physical Inventory Audit.
Manager/TrainerEQUISERV19992001 (2 years)
Initially hired to Manage a team of Call Center Representatives.
Promoted to Trainer within 3 months.
Created Procedural Documentation and Training Outlines.
Trained hundreds of prospective Call Center Representatives to handle customer inquiries
and concerns regarding the Demutualization of a Major Insurance Company.
Education
Middlesex Community College
Business Management
19931995Recommendations For EricIT System Engineer (HP Service Manager) - Crystal Reports XI Developer, Business Objects
Horizon Blue Cross Blue Shield of New Jersey (via H2H/Youngsoft)
In a large volume distribution company with a relatively small IT staff, Eric was
clearly the go-to guy when it came to systems administration, help desk, building reports
or training on our application systems. Associates in the company at various levels knew
that Eric had the ability, knowledge and demeanor to be of immediate help.
I would want Eric as part of my staff for the customer liason, help desk, trainer
resource and recommend him for the same.
I consider Eric as a great add to any organization.
Rich CelestinoSr. Director, AviationWeek, The McGraw-Hill Companies October 9, 2011
2nd Rich Celestino, Head of Development/Analysis, Bradco Supply Company
managed Eric indirectly at Horizon Blue Cross Blue Shield of New Jersey (via
H2H/Youngsoft)
iET ITSM Administrator/Developer - Crystal Reports Developer
- Senior Service Desk
RepresentativeBradco Supply Corp
During the year I worked with Eric he managed our ITSM implementation. He was responsive
and always helpful and went above and beyond to ensure that my needs were met. When
participating with projects that involved vendor management Eric was always professional
and on point. November 30, 2011
3rd Dewey P., Systems Manager, Bradco Supply
managed Eric indirectly at Bradco Supply Corp
I had the pleasure of working with Eric while he was the iET ITSM
Administrator/Developer - Reports Developer - Senior Service Desk Representative at BradcoSupply Corp and I was a Technical Support Specialist. I had an exceptional experience
while working with Eric. He has the outstanding ability to be a "hard-worker" while still
maintaining his personal aspect to set aside time to listen and guide others in the right
direction. Not only was Eric a great resource to ask technical questions but he was a
great individual to rely on. When the stakes were high you could always rely on Eric to
give you the proper direction to solve issues. He had the ability to make you feel
comfortable when asking questions. As a developer stand point, I believe by watching and
learning Eric's stringent work ethic has laid the path for me to follow in my future
endeavors. It was very comforting to know that in Eric, there was a professional support
person there when needed. Eric is recommended without hesitation to any organization that
he chooses to serve. October 26, 2011
3rd Kris S., Technical Support Specialist, Bradco Supply Corp
worked indirectly for Eric at Bradco Supply Corp
I had the pleasure of working with Eric for 5 years at Bradco Supply Corp. He was an
outstanding Senior service desk representative/ITSM Administrator/Developer with a great
attitude. His expert technical skills combined with his personality would make Eric an
asset to any organization. I strongly recommend Eric to any organization. October 10,
2011
3rd Vasu N., Systems Administrator, Bradco supply
worked with Eric at Bradco Supply Corp
I was privileged to work beside Eric at Bradco Supply, and it's my pleasure to recommend
him. Eric is a self-motivated, hard working, intelligent, focused and determined
individual. He is a dependable, and reliable team player, and would be an asset to any
company lucky enough to be in a position to hire him. October 7, 2011
3rd Walter R., Division Controller, Bradco Supply Corp
managed Eric at Bradco Supply Corp
Eric is a wonderful worker and any company would be glad to have him. He is very
dedicated, hard-working and also a team player. October 5, 2011
3rd Rita M., INVENTORY CONTROL COORDINATOR, Bradco Supply Corp
worked with Eric at Bradco Supply Corp
I had the pleasure of working with Eric for over 9 years at Bradco Supply Corporation.
Eric was a great person to work with and highly respected by the IT department as well as
Managers at headquarters and the Branch Managers and staff members in the field. Eric had
an in-depth knowledge of the business, the sytems, waseasy to work with and an integral
part of the team. October 5, 2011
3rd Diane G., Business Analyst / QA Analyst / Trainer / Client Support, Bradco Supply
Corporation
worked directly with Eric at Bradco Supply Corp
Eric was always a pleasure to work with and always accommodating. There was no challenge
he wouldn't consider and then tackle. Eric provided results beyond what was expected and
he always followed up to make sure what he delivered was acceptable. I'd enjoy any
opportunity to be associated with Eric again.
I'm pleased to recommend Eric to anyone or any organization considering him. There will
be no disappointments. October 5, 2011
3rd Mike A., Project Manager, Bradco Supply Corp
worked directly with Eric at Bradco Supply Corp
I worked with Eric many years at Bradco Supply. Eric was reputed as having a very level
understanding of our systems and processes. Many Bradco employees would seek his expertise
whenever they encountered unusually complex problems. He was always friendly and service
oriented. I would highly recommend Eric Szkola to any hiring manager. October 4, 2011
3rd Efrain J., Financial Analyst, Bradco Supply Corp
worked with Eric at Bradco Supply Corp
Eric is a top-notch I.T. professional who I had the pleasure of working with. He helped
me and my group with various requests and issues that we would run into. He was always
very courteous, friendly and always got the job done. I highly recommend Eric and wish him
only the best in his future endeavors.
Sincerely,
Alex Shoimer
Web Development Team Lead
Bradco Supply Corp. October 4, 2011
3rd Alex S., Web Development Team Lead, Bradco Supply Corp.
worked with Eric at Bradco Supply Corp
I had the absolute pleasure of working with Eric for 5 years at Bradco Supply Corp. He
was an outstanding senior service desk representative in addition to being our ITSM
Administrator/Developer. As the QA coordinator, I 'often' went to him for ITSM report
information. In fact, all levels of IT management went to Eric for his expertise in
creating ITSM reports. It didn't matter how busy he was, Eric always made the time to
help. His expert technical skills combined with his personality would make Eric an asset
to any organization. I would strongly recommend him and would work with Eric again if
given the opportunity. October 4, 2011
2nd Joyce T. Cotay, IT Quality Assurance Analyst, ABC Supply Co. Inc
worked directly with Eric at Bradco Supply Corp
I have worked closely with Eric at Bradco Supply Corporation for the past 8 years. He
has been a valuable team member and supported many of the projects. With his knowledge of
the various types of software used at Bradco he was able to answer questions promptly and
propose solutions. Eric was a very personable and enthusiastic individual in our group.
Eric would be an asset to any organization. October 4, 2011
3rd Bella L., Lead Business Analyst, Bradco Supply Corp
worked with Eric at Bradco Supply Corp
Eric is the most knowledgeable individual in regard to IT and computer system management
bar none! He really is great at all he does and any company would be lucky to have his
services at their expense. October 3, 2011
3rd Matt P., Branch Manager, Bradco Supply Corp
worked directly with Eric at Bradco Supply Corp
I had the pleasure of working with Eric Szkola within the IT department of Bradco Supply
for almost three years. Although his main responsibilty was to service the business
community, there were instances where those of us within the department also had to call
upon him for assistance. And I can say that he consistently reacted to my requests with
professionalism, efficiency and expediency. I would enthusiastically endorse and recommend
Eric. October 3, 2011
3rd Ken P., Business Analyst / Project Manager, Bradco Supply Corp
worked with Eric at Bradco Supply Corp
I had the pleasure of working with Eric for 2+ years on the Bradco Service Desk in
addition to 6 years in the development of our iET ITSM documentation and other Bradco
project documentation. Eric is always a pleasure to work with and will be an asset to any
company. October 3, 2011
3rd Amy J., Service Desk, Bradco Supply Corp
worked directly with Eric at Bradco Supply Corp
i have worked with Eric for many years with Bradco Supply Corp. He was and i'm sure
still is very professional and also very helpful. Eric always found a solution to any
problem if it was good or bad for me.
Also he was good to talk with great attidude and very personable.
i would highly recommend Eric. October 3, 2011
3rd Chuck M., Commercial Inside sales, ABC Supply
worked with Eric at Bradco Supply Corp
Senior Service Desk Representative - Crystal Reports Developer - Track-It Administrator
Bradco Supply Corp
I hired Eric as an entry level service desk technician over 10 years ago. After a short
period of time Eric demonstrated a strong work ethic and hunger to learn. As time went on
we continued to increase his responsibilities and scope of technical knowledge. He never
disappointed us and always exceeded our expectations. Eric is a team player, hard working
and positive co-worker. He has developed a strong customer service oriented track record
with deep technical expertise. Eric s willingness to take on additional responsibilities
and learn new technology make him an ideal candidate and addition to the staff of any
organization that chooses to hire him. February 4, 2012
3rd Joseph H., Chief Information Officer, Bradco Supply Corp
managed Eric indirectly at Bradco Supply Corp
Additional Information
Groups and Associations:
Bradco Alumni & Networking Group Join
Bradco former and current employees Join
Crystal Report Solutions Join
Crystal Reports / Business Objects Community Join
HP Service Manager 9.20 Join
HP Service Manager 9.x Consultants Join
HP Service Manager/Center Join
ITIL v2 / v3 Service Management (ITSM) and ISO 20000 + Subgroups Join
ITSM (ITIL) Professionals Join
JOBS 2.0: Job Search Career Networking Staffing. Post Resume -Get Paid by Employers at
Resumark .com Join
Job Openings, Job Leads and Job Connections! Join
Peregrine ServiceCenter / HP Service Manager Join
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