ALFRED MIERS (US NAVY VETERAN)

ac0g1k@r.postjobfree.com 313-***-**** or 313-***-****

SUMMARY

* Site Field Service Technician / Imaging devices (thick client, Thin Client, Zero Client).

* Loading Application (ie, Lab or Departmental specific) software, deploying devices to End User locations.

* Help Desk Technician experienced in supporting Windows 2003 / 2008 within a Call Center environment.

* Responsible for database system by coding database descriptions

* Directed 3-5 weekend personnel.

* Experienced in using Active Directory for setting up accounts and password resets.

* Responsible for troubleshooting VPN and connectivity issues on Routers and Switches TECHNICAL SKILLS

Mainframe IBM OS/390, 3890

UNISYS

MVS / CICS / JES2

TSO/ISPF

Control.M

BMC Patrol/BEM

CA – 7/11 /JCL /Abend

Citrix

SQL \ DB2

MS Office 2010 & 2007

PeopleSoft / SharePoint

WhatUp Gold / NOC

Nagios \Putty

NetBackup \ VMware

VPN

Windows 7 \ Windows Sever

2003/2008

Active Directory

HP Open View

McAfee Virus Scan

Remedy

SALEFORCE / Clarify

HP Manager

EPIC

SNAP

PROFESSIONAL EXPEREINCE

Home Depot, Southfield, Mi.

HMS Closing Services Representative Mar 2017 to Present

• 60%-Initiate outbound calls to customers, providing customer service by assessing customer needs and providing installation solutions.

• 35%-Inbound calls from customers and stores, making adjustments to orders and accepting payment.

• 5%-Review and edit of drawings in the HDMS installation program. Review and adjustment to quotes

• Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment

• Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.

• Position deals with a variety of problems and sometime has to decide which answer is best. Technician IT – Projects March 2016 to August 2016 Desktop Technician IT

• Imaging devices (thick client, Thin Client, Zero Client)

• Loading Application (i.e., Lab or Departmental specific) software, deploying devices to End User locations

• Connecting to networks; and communicating clearly with Project Managers, IT Directors, Customers, other Site field service technicians, network staff and others that or involved in the Projects. o Present reports to all level of clients, internally/externally with excellent organizational & communication skills o Ability to adapt and influence in a rapidly changing environment o Strong interpersonal, communication, organization and follow-through skills Comerica, Auburn Hill, MI Contracted through RamSoft September 2015 to January 2016 Data Analysts I

• Maintains client confidence and protects operations by keeping information confidential.

• Ensures operation of equipment by completing preventive maintenance requirements.

• Contributes to team effort by accomplishing related results as needed.

• Changes database system by coding database descriptions. 2 of 2

Technician IT – Projects November 2014 to June 2015 Help Desk Level I Technician

• Provided solutions to technology related problems, issues, and questions, or escalated them to the appropriate support areas within a Call Center environment of communication software / hardware.

• Supported Windows Server 2003 / 2008 server, reboot the servers, connected users to Active Directory and set up accounts.

• Entered call information into call tracking database.

• Connected users to Active Directory and set up accounts.

• First level data security accounts support:

o Authentication server software:(SmartToken; IBM Tivoli Identity Management TIM; o Internet directory services software: (Active Directory) o Network monitoring software:(Hewlett-Packard HP Open View) o Transaction security and virus protection software:(McAfee VirusScan, Ping) o Reset settings on Routers and Switches when needed. o Responsible for troubleshooting VPN and connectivity issues.

• Responsible for following up on existing issues to insure satisfactory and timely client resolution.

• Created and edited documents for SharePoint and email distribution and / or posting on the company intranet. Blue Cross Blue Shield, Detroit, MI Contracted through Eptec September 2014 to November 2014 Team Lead I

• Supervised 3-5 Operation Analysts in enhancing their skills.

• Supported and used other applications and systems, including Print Center support, tape library, server support, IMS, DB2, CICS, OMEGAVIEW, EOS, Data Center Real User monitoring, Server Vantage, Service Manager, Outlook and general office applications.

• Accountable for providing 24/7 weekend support to Data Centers.

• Monitoring multiple systems simultaneously / Diagnosed system / Network problems /Supplying Customer Support / Help

• Ensured all jobs run on time, completed per SLA and kept track and maintained SLA data.

• Checked the Customer Operation Work Order(COWO) on the progress through Change Management

• Kept track of HP Manager Tickets by following up with phone calls or emails.

• Maintained operations documentation and manuals and update document and manuals as needed by SharePoint. Kelly Services, Troy, MI

Computer Operator II 2002 to 2014

• Provided operational and mainframe analysis for the monitoring and support for the mainframe including changes / maintenance for system upgrades, the backing up of the systems, and problem resolution.

• Responsible for the initialization, monitoring, problem determination and resolution of the mainframe computer systems.

• Participated in change control review meetings.

• Supported the Mobius mainframe application software which included enhancements.

• Supervised a team of 3 employees ensuring SLA was completed per schedule

• Mentored, guided, and helped employees who were Operator I’s

• Created and edited documents for SharePoint and email distribution and the company intranet. EDUCATION

CIS Wayne County Community College District (WCCCD) Detroit, MI (2004 – 2007) (20 Credit Hours)

CIS, Davenport, (1999 – 2003, Dearborn, MI (15 Credit Hours)

US Navy, Radio / Computer Services, 1984 – 1988

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