Customer Service Project

Michael Witmer

*** *. ***** ******, *******, PA *7522

T: aboohp@r.postjobfree.com E: 717-***-****

Professional Summary:

I have over 17 years in of experience in the Information Technology industry in both the Military and Private

sectors. A large portion of that time has been spent in a management. My background is rooted in Computer

Science, Networking, Helpdesk & Customer Support, and Project Management. I have strong Customer Service

and Management ideals that are built around results, improvement, and customer satisfaction.

My experience in both the technical and creative fields have given me the tools to think outside the box, generate

new opportunities, and manage processes to provide top-notch results. Over a decade in military service has

instilled in me the education, integrity, values, and drive to create and nurture success both personally and in the

teams I am fortunate enough to work with.

Experience:

Operations Manager, CDS Group, Lancaster PA. November 2010 - Present

Worked hand-in-hand with 3 Development Teams on projects built with Microsoft ASP.Net, C#, XML, Java,

Microsoft Silverlight and Delphi technology. Developed from the ground-up a new Employee Review program

for weighted measurement of employee performance.

Worked directly with Executive Team to manage department budget, forecasting, revenue, and workload.

Developed clear and concise weekly reports; reflected current project status, support response documentation,

employee specifics, and weekly customer activity.

Drafts, manages and enforces policies and operational procedures. Completely re-wrote outdated Acceptable

Use Policy for LAN and System Users.

Helpdesk/Customer Support Initiatives

- Redesigned Helpdesk Support Management Applications (Axosoft On-Time) to increase efficiency in

incident management, customer response time, and problem resolution. Incorporated a system to

document and track change management on all system and hardware maintenance.

- Wrote new Service-Level-Agreements to define customer support service guidelines. Developed new

tiered-support levels and applicable response times. New SLAs ensured 98% company accountability

and measured response within the agreed customer guidelines. Wrote new escalation policies to ensure

excellent customer service and a timely response to support inquiries.

- Re-vamped the Helpdesk procedures to position for growth of customer base. Incorporated new

policies to streamline spending, cut back on waste, and foster a leaner operating budget.

IT Systems Infrastructure: Manages the Network and PC Support personnel in all functions regarding internal

and hosted systems. Developed/redesigned all internal operational policies in regards to systems backups,

support procedures, and acceptable system use.

- Virtual and physical server environments (Microsoft Windows 2003, Microsoft Windows 2008,

Microsoft Hyper-V, AS-400, some Linux). Developed written procedures for deployment, security,

patching, and general upkeep. Deployed technology for monitoring and ensuring redundancy with

both data and power. Managed and optimized Microsoft SQL Servers (2000-2008) to ensure

performance and uptime.

- Cisco Voice, routers, firewalls, and switching technology: Developed and maintained routing, security,

client-based and peer-to-peer VPNs for Cisco routers and ASAs. Conducted regular network analysis

to ensure company infrastructure, systems, and data are secure.

- LAN/WAN Management: Oversees management of internal network security, VLAN configurations,

Cisco routing and firewall security. Responsible for the configuration and maintenance of switching

technology that included Cisco 2900 Series Switches, Cisco ASA Firewalls, Dell Switches, and HP

Michael Witmer – aboohp@r.postjobfree.com - 717-***-****

hardware. Monitors performance and trends. Oversees Microsoft Exchange Server performance

(Exchange 2003 and 2007) and McAfee MXLogic Mail Protection.

- Hosted Solutions: Developed and maintained a program for the deployment, maintenance, and upkeep

of hosted web services for critical customers. Program includes backup, disaster recover, performance

monitoring and maintenance to ensure 99% scheduled uptime.

Project Management: Oversees Technical Project Managers. Consulted with high-level customers to build

relationships with in-house development teams. Tailored the development process to meet customer demand

and fit their timeline. Interfaced with Enterprise-level customers on a daily basis to ensure projects (some in

excess of $1mil) are meeting deadlines and customer expectations.

- Worked directly with Government entities as a consultant and trusted advisor for mission-critical

initiatives. Ensured all technology met Government-level compliances.

- Well-versed in Agile, Waterfall, and Rapid Deployment Methodologies. Implemented quality and

communication-focused methodologies with multiple development teams in various projects.

Incorporated Microsoft Project Server, Microsoft Visio.

- Managed all aspects of project scheduling, resource commitments, deployment cycles, and testing to

ensure cohesive teamwork and customer satisfaction.

Works with Sales and Marketing team to integrate Salesforce CRM into internal process management software.

Managed High-Level Customer Accounts.

- Liaised with Customers on regular basis to ensure solid business relationships and projected growth.

Technical Environment: Microsoft Active Directory 2003 & 2008, Microsoft ASP.Net, C#, Java, Microsoft Visual

Source Safe, Microsoft Exchange 2010, 2007, & 2003, XML, Microsoft SQL, Custom-Developed ERP Systems,

Cisco Unified Communications (VOIP), Microsoft Silverlight, Delphi, Microsoft Server, Microsoft Hyper-V, AS-

400, CA Server Backup Solutions, Blackberry Enterprise Server, McAfee MXLogic Spam Control, Cisco PIX

and Firewall Technology, Salesforce CRM, Microsoft Office (Excel, Word, Powerpoint, Access), Microsoft Visio,

Microsoft Project Server, Dell Hardware.

Network Manager, Berk-Tek, New Holland PA August 2005 – November 2010

Managed and maintained Berk-Tek’s network infrastructure. Provided support for all manufacturing facilities

on the East Coast and communicated efforts with sites in Canada and Europe. Managed servers, PCs, and

network assets to ensure 24/7 production up-time. Developed new policies for backups, storage, licensing, and

general user management. Fostered functional relationships with Berk-Tek’s various departments.

- Deployed and managed NetApp SAN solution (NetApp FAS3020) to replace outdated and costly file

servers. Configured and maintained a redundant system to support the 24hr production. Managed all

data recovery and retainability with the use of Symantec Vault and NetApp’s data management

applications.

- ISO 9000 & 9001 compliant.

- Adopted ITIL V2 (and later V3) Best Management Practices. Primary ITIL focus: Service

Management, Strategic Planning, and Productivity.

- Responsible for over 35 servers in support of Berk-Tek’s manufacturing initiatives to include

Microsoft, Linux, and some AS-400. Deployed Symantec NetBackup and Symantec Vault to replace an

aging backup solution that was no longer supported.

Responsible for Berk-Tek’s Active Directory environment of over 350 users across three

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locations in the United States.

Developed Disaster Recovery Program to ensure minimal down time in the even of

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catastrophe. Tested this program at a secured off-site location on a bi-annual basis.

Responsible for ensuring constant improvement and quality assurance.

Configured and Maintained IBM AIX servers running Informix Database systems.

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- Supported Berk-Tek’s SAP ERP application and the user environment.

Michael Witmer – aboohp@r.postjobfree.com - 717-***-****

- Responsible for the health and performance of Berk-Tek’s Cisco networking LAN/WAN environment.

Deployed HP Openview and Solarwinds for hardware and network monitoring.

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Ensured production PLCs could efficiently communicate between manufacturing machinery

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and host servers across both the LAN and WAN.

Designed and implemented a completely redundant production network through the use of

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Cisco Hot Standby Router Protocol (HSRP) and multiple redundant power sources. Created

and managed internal VLAN networks to support high-traffic manufacturing and server

backup communications.

- Managed Berk-Tek’s Microsoft Active Directory for over 500 users and computers.

- Deployed Intuit Track-It solution for managing Customer Support. Tier-3 Support for the Berk-Tek

Helpdesk.

- Supported in-house .Net development team.

Project Management: Worked hand-in-hand with Berk-Tek’s European parent company Nexans (a French-

based worldwide leader in the cable industry) on numerous projects that spanned company-wide. Nexans has a

presence in 40 countries and employs over 25,000 employees.

- Company-wide migration to an Active Directory forest-based domain environment.

Responsible for managing the scope of the project for the entities in the United States to

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included identification, documentation, communication to “customers”, and final

deployment. Implemented Microsoft Project to ease this regard.

Developed QA procedures for project life cycle to ensure efficiency and accuracy.

Developed the technical procedure for migrating employees in the U.S., France, and Canada

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from an outdated Lotus Notes messaging system to Microsoft Exchange.

Technical Environment: SAP (ERP), Microsoft Active Directory 2008 & 2003, Microsoft ASP.Net, C#, Query,

Java, Microsoft Visual Source Safe, Microsoft Exchange 2003, Microsoft SQL, Microsoft Server, Symantec

NetBackup, Symantec Vault, HP Openview, HP Server Technology, Intuit Track-It, Microsoft Office (Excel,

Word, Powerpoint, Access), McAfee Enterprise AV, Microsoft Visio, Microsoft Project Server, Cisco Routers,

Alcatel Switching Technology, Solarwinds Network Monitoring, Rockwell Automation Software.

Network Manager, EnerSys, Reading PA January 2000 – August 2005

Infrastructure Management: Managed a team of 3 local technicians and 4 remote technicians. Directly

responsible for the maintenance, performance, and upkeep of the EnerSys Headquarters LAN/WAN and 9 co-

located EnerSys manufacturing locations.

- Responsible for the performance and uptime of over 45 production servers at various locations. Server

farm included Windows, AS-400, IBM AIX, and Dell Blade technology.

- Worked directly with software and hardware vendors to ensure proper deployments, successful usage,

and support guidelines.

- Worked directly with CIO to ensure all IT Systems are Sarbanes-Oxley compliant.

- Managed the EnerSys Frame-Relay technology connecting the HQ site with 9 EnerSys Co-Located

locations.

- Deployed Citrix MetaFrame environment, virtualizing applications and desktop environments to a

majority of the users on the EnerSys domain. Helped to reduce costs on new PCs and provide better

support capability for the EnerSys Helpdesk.

- ITIL Compliant. Focus on improved service availability leading to increased business profits and

revenue.

Michael Witmer – aboohp@r.postjobfree.com - 717-***-****

- Researched, spec’d, and deployed a new Helpdesk Solution (Track-It) to assist with the management of

customer support requests and overall performance of the MIS Department.

- Supported Baan environment (Enersys ERP) and the 10+ members of the Baan development team.

- Completed Cisco CCNA Boot Camp.

Project Management: Planned and executed a $400K hardware migration project to consolidate resources and

retire outdated technology. Moved to a leasing program for PCs, saving the company money in hardware

spending and boosted productivity with faster machines. Upgraded messaging systems for HQ and satellite sites.

Worked with EnerSys Upper Management to facilitate the technical migration of a number of business

acquisitions.

- Directly responsible for the planning and execution of migrating 6 new business acquisitions over to the

corporate messaging system (Microsoft Exchange 2000).

Worked directly with EnerSys CIO to ensure that project budget was kept within original

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forecasting.

Managed project staff during project execution.

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- Managed the migration of over 1,200 corporate users from CC Mail Messaging Application to

Microsoft Exchange 2000.

Developed and conducted in-house Microsoft Outlook training courses for employees

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Technical Environment: Baan (ERP), Informix DB, Microsoft Exchange 2003 & 2000, Blackberry Enterprise

Server, Microsoft Outlook, Microsoft SQL, Microsoft Server, Symantec BackupExec, Citrix MetaFrame, Intuit

Track-It, Microsoft Office (Excel, Word, Powerpoint, Access), Microsoft Visio, Microsoft Project, Microsoft

Visio, HP Networking Technology, Dell Hardware, HP Hardware.

United States Air Force, Non-Commissioned Officer October 1989 –

January 2000

During my service with the USAF, I received over 6 years of formal and hands-on training in both technical and

managerial fields to include Business Management, Computer Science, Quality Assurance, and Conflict

Resolutions. My education at the USAF NCO Leadership Academy provided me with the skills to successfully

manage personnel in day-to-day operations. Below are highlights of my duties at various assignments.

- Non-Commissioned Officer in Charge, 37th Bomb Squadron Network Support Team

1999 – 2000

- Non-Commissioned Officer in Charge, RAF Lakenheath 48th Fighter Wing Helpdesk PC/LAN Support

1997 – 1999

- Senior Infrastructure Support Specialist, RAF Lakenheath 48th Operations Group

1995 – 1997

References will be provided upon request.

Michael Witmer – aboohp@r.postjobfree.com - 717-***-****

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