Application Support Specialist
Resume:
Timothy J. Pellmann
*** *** ****** ****, *******, CT 06811
914-***-**** ac1sx5@r.postjobfree.com
Technical Support Specialist
Siebel CRM (Client Connect)
Outlook 2013
Windows 7
Microsoft Word
HP Openview
Microsoft Excel
Lotus Notes
Microsoft PowerPoint
Maximo
Tivoli
AS/400 Operations
Vendor Management
WebEx
Network Operations
SharePoint
SupportWorks
Solumina G6 / G7
UNIX / AIX
Application Trainer
Documentation Management
Professional Profile
Dedicated proactive professional with an extensive background as a sales operations and technical support specialist. Areas of expertise include AS400, Network & Server operations (Windows & UNIX / AIX). Additional expertise in Siebel, Solumina G7, Lotus Notes, Outlook and Excel.
Employment
KForce, Stratford, CT 10/2016 – 6/2017
Solumina G7 / Email Support Specialist
Hired as a consultant by KForce to work at Sikorsky / Lockheed Martin
Provided technical support to Sikorsky’s manufacturing and QA users for issues with Solumina G7.
Trained new Solumina G7 users.
Assisted Sikorsky users with the migration of their email from Sikorsky to Lockheed Martin.
Created / updated Solumina G7 documentation.
Provided user administration in Solumina G6.
Timothy J. Pellmann
RE Skunkworks, Westport, CT 10/2015 – 7/2016
Level 1 Support Group Analyst
Hired as a consultant by RE Skunkworks to work at Bridgewater.
Followed documented procedures to resolve problem tickets. Managed the ticket queue to ensure that SLAs were met. Handed off tickets to other team members as deemed necessary.
Escalated issues that I was unable to resolve to the Level 2 group within the SLA timeframe.
Utilized UNIX commands to perform daily system checks & clean up drive storage.
Documented any issues encountered with Bridgewater’s procedures.
Gartner, Stamford, CT 8/2012 – 4/2015
Sales Operations Specialist
Hired as a consultant by CSI Corp. in August of 2012. Was hired permanently by Gartner in February of 2013.
Trained new-hire sales personnel in the use of Gartner’s Siebel-based CRM tool (Client Connect). Provided refresher training to tenured sales personnel.
Provided Tier II support for the global sales force. Escalated critical issues to appropriate support groups and ensured that SLA’s were met.
Tested Client Connect enhancements in a QA environment before they were rolled out to production.
Tracked all issue reported by Gartner Sales to identify issue trends. Training efforts were then refocused to address these issues.
Ensured that data on Sales Training system was up to date.
Partnered with Territory Management and System Access teams to ensure that users are set up correctly in Client Connect.
Managed access to various prospecting tools that Gartner uses (Billians, Hoovers, RainKing, Zoominfo, etc). Also provided access to the e-signature tool used by Gartner (DocuSign).
Created and updated documented procedures.
CDI Corporation, Southbury, CT 7/2008 – 8/2012
Support Desk Analyst
Hired as a consultant by CDI Corp. to work at IBM’s Southbury, CT facility.
Created problem tickets for issues being reported by CLS Bank. Passed ticket updates between CLS and IBM. Escalated critical issues to the appropriate support groups and ensure that SLA’s were met.
Administered user id’s in AIX and WTS environments.
Created and updated documented procedures.
Tracked in-coming phone calls on a daily basis using ACD.
Created change records for requests made by CLS Bank (i.e. Volume Testing, Audit Data Restores, Short Notice Bank Holidays, etc).
Trained new Command Center personnel in the Support Desk role.
Timothy J. Pellmann
Renegade Pictures, Brooklyn, New York 3/2008 – 7/2008
Intern
Logged and captured footage from video cassettes using Final Cut Pro.
Organized video clips and still photos in the in the bins of the project file (Final Cut Pro).
Transcribed and time-coded interviews using Microsoft Word.
Researched grant information and entered findings in a Microsoft Excel document.
***Was in school between April, 2007 and February, 2008. Did not work during this time
Altria Group, Rye Brook, New York 10/1998 – 3/2007
Command Center Specialist for AS/400 operations, Network Operations Support, Client Services Operations and Command Center Change Coordinator
Oversaw operation of 55 AS/400 computer systems, which served several thousand corporate end-users nationwide. Initially started as command center specialist supporting AS/400 operations. Moved into network operations in 2001 and subsequently client server operations in 2003. Became Command Center Change Coordinator in June 2004.
Oversaw operation of 55 AS/400 Computer Systems, which served several thousand end users nationwide.
Worked with Mainframe, Network, and applications support personnel to resolve systems and communications issues.
Monitored Altria’s Data Network, which includes its various operating companies (Kraft Foods, Philip Morris USA, Philip Morris International, etc). Performed Level I troubleshooting by logging into routers via HP Openview & checking the interfaces. Contacted remote sites to investigate issues. Escalated issues Level II support.
Server monitoring and managed for Altria. Servers included Windows NT, Windows 2000, UNIX and AIX machines. Monitoring tools included CIM7 and IBM Director.
Developed new protocols and procedures to enhance problem mitigation strategies.
As Command Center Change Coordinator, created change requests & making Command Center personnel aware of upcoming changes (i.e. system installs, upgrades, patching, etc).
Worked with user community to solve problems.
Vendor management including problem reporting and handling resolution with major network vendors, including AT&T, MCI, Equant, Cisco, etc.
Bally of Switzerland, New Rochelle, New York 10/1995 – 9/1998
Systems Operator
Analyzed, assessed, and solved user problems.
Backed up major applications to tape on three IBM AS/400 systems.
Worked with Help/Systems Robot/CLIENT application.
Worked with Island Pacific application (IPMS 7.5).
Timothy J. Pellmann
Watson Pharmaceuticals, Brewster, New York 9/1993 – 10/1995
Systems Operator
Analyzed, assessed, and solved user problems.
Backed up major applications to tape on two IBM AS/400 systems.
Created and updated documented procedures.
Logged and responded to problem calls in FoxPro 2.5a.
Education
The College of Westchester, White Plains, New York
Graduated: Pending
Degree: Certificate Program
Major: Multimedia Technology
GPA: 3.64
Honors: President’s List and Dean’s List
The College of Westchester, White Plains, New York
Graduated: June, 1991
Degree: Associates of Occupational Studies
Major: Computer Systems Management
GPA: 3.60
Military Service
United States Navy – July, 1987 – July, 1989
Fireman’s Apprentice - Engineering Department - USS Forrestal
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