Manager Management

Anthony D. DeShong MBA, PMP

**** ******** ** #*** *********, CA 94549

Cell: 925-***-****

*******@***.***

Insight Global – San Jose, California 03/2015 – 06/2017

Technical Support Engineer

As a customer support engineer, I was responsible for fielding customer errors reported by a tier one organization for AT&T. This operation includes taking work orders, finding root cause analysis by way of database queries, UNIX logs, and looking through the marketplace details for indications of error. Then devise a plan to fix the anomaly through various tools available.

Achievements

Attended client project meetings involving website changes and improvements. Convey those requirements to the software developers and engineers buy way of weekly meetings and ad-hoc meetings.

Work with vendors and software engineers on a broad scale, troubleshooting errors during marketplace operations concerning their products for customer purchase.

Design and edit technical playbook information on “how to”, troubleshooting, and resolving, problems for my clients and for internal use.

Meet with developers and engineers on new procedures and develop playbooks accordingly.

Meet with developers and engineers and design how to fix playbooks essentially centered on Microsoft issues and McAfee issues so that tier 2 support could resolve technical issues.

Executed and maintained program management processes and disciplines in the areas of: program schedule and quality management; communications management; human resource management; cost management; procurement management; risk / issue management; change management.

Triage problem reports for multiple telecoms to provide solutions for issues of billing, Marketplace UI, Vendor provisioning problems, migration problems MOSI to CSP, and in various other different problems that plague the marketplace system using SQL, UNIX logs and marketplace indicators and 3rd party tools.

Kelly Mitchell – St. Louis, Missouri 06/2014 – 11/2014

Project Manager

As a Project Manager for ordering, provisioning, and billing for AT&T Mobility cellular telecommunications from SAP to U-verse systems

Achievements

•Proactively managed several large Waterfall software development projects

•Key Player in reviews of Business Requirements and High-Level Design documents as provided by Software Development Engineering. (Representatives from all Functional teams in attendance)

•Facilitated reviews of Test Plans as provided by Systems Test and Software Quality Assurance to ensure testing would be accomplished in support of the project scope and defined features. (Representatives from all Functional teams in attendance)

•Managed Statement of Work documents and contract creation to secure new and follow-on work.

•Firm grasp of the PRISM procurement system, Waterfall project process, AT&T’s ITUP methodology, and the associated P8 repository

•Executed and maintained program management processes and disciplines in the areas of program schedule and quality management; communications management; human resource management; cost management; procurement management; risk/issue management; change management.

Sunrise Systems Inc. - Edison, NJ 12/2013 – 06/2014

SAP Operations Support Manager

Achievements

•Apply work instruction steps required for scheduling, monitoring & technical support functions on batch jobs and application interfaces of SAP systems.

•Perform data analysis/trending on the applications as per predefined documented procedures

•Act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed

•Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor

•Incident Management

•Complete, basic maintenance activities as requested on SAP job flows

AmickBrown Consulting – San Ramon, CA 01/2013 – 05/2013

Manager of Support Operations

As a Manager of support operations, responsible for project managing new and enhanced SAP ABAP and Java code for FICO, MM, and SD modules I strive to use SAP industry standards and best practices and integrate them into the Enterprise Infrastructure Environment.

Achievements

•Directed and coordinated project management activities for all phases of projects using MS Project

•Reviewed project proposals and determined scheduling and procedures for project execution

•Established work plan and allocated resources using MS Project

•Outlined work plan and assigned duties, responsibilities, and scope of authority using MS Project

•Reviewed team member’s status reports and prepared project reports for management and client

•Verified and managed changes to the project scope schedule and cost

•Conducted final reviews and communicated lessons learned

•Facilitated Project Planning meetings for Development and Functional team’s participation

oClient/Business, System Architecture

oSoftware Development

oSystem Test

oSoftware Quality Assurance

oTechnical Documentation

•Provided scheduling guidance to development team for identifying; resource requirements, deliverable dependencies, etc. in preparation for development of project schedule

•Provided High-Quality MS Project schedules in support of overall project plan

Accenture Consulting for AT&T – San Francisco 04/2010 – 01/2013

AT&T Telecommunications – San Ramon, CA 11/2006 – 04/2010

ERP SAP Basis Administrator

Responsible for maintaining application version, support pack upgrades, SAP system migrations and system error resolution, I strive to use SAP industry standards and best practices into the Enterprise Infrastructure Environment.

Achievements

•Administrate and maintain multiple SAP ERP projects.

o12 SAP production systems from one data center to another on time.

o10 full SAP system implementations from planning to post go-live on time.

o18 SAP system upgrades.

oInstituted a Windows Citrix Server Project for the use of the India Data Center personnel to minimize dropped network connections.

oChampioned a new database refresh procedure, which provided savings from 2 to 4 days on database refresh activities.

oWindows Terminal Server project for India Data Center personnel to minimize dropped network connections.

oConsulted with data Network Services regarding server load to plan for capacity during new server planning stages.

•Technical Writer and developed and maintained SAP ERP knowledge base

•Managed critical SAP ERP production readiness activities to ensure timely delivery and smooth transition of post implementation of the system solution to the client/end user production environment.

AT&T – IT Manager ESP Mainframe Job Scheduling 11/2004 – 11/2006

I managed the migration of an HP Mainframe Autosys job workflow to an ESP application job workflow for easier administration. This included leveraging onshore and offshore personnel reducing 20,000+ Autosys jobs down to ~3000 ESP jobs.

Managed and coordinated meetings with various AT&T groups on gathering requirements for new ESP job creation. I led the setting up, troubleshooting and resolution of UNIX to SAP communication agents.

Achievements

•Managed, help design and coded the migration of outdated Autosys job scheduler to a new ESP job Scheduler reducing 20,000 Autosys jobs down to 3000 ESP jobs and configured UNIX communication agents.

•I was the available POC for client communication concerning job scheduling projects, issues, and errors

•Collaborated with stakeholders on different system problems and resolutions.

•Managed 8 direct reports, and offshore personnel.

AT&T – Desktop & Server Administrator, Team Manager 03/1998 – 10/2004

I was a Desktop service technician and later the IT manager of a desktop services group. One of my principal goals was to find innovative ways to resolve errors quickly for myself and the team.

For the organization, I also maintained a Windows Server containing 3rd party applications, AT&T applications and configuration tools for our desktop service technicians to use. With this role came portions of Windows server administration skills including Microsoft updates, MMC plug-ins such, Device Manager, DHCP settings, Disk Management, keeping on top of Event Viewer logs, Local Users and Group permissions, Services and Applications, Shared Folders, and performed as a Terminal Services Manager and desktop ghosting desktops with external hard drives and multicasting.

Achievements

•Engaged with clients including executive support concerning PC errors, root cause, and correction.

•I was the available POC for client communications concerning desktop issues and errors

•Designed and managed special assignments with my technicians on specialized tools to minimize client downtime

•Created written knowledge base articles on old and new innovative procedures designed and tested in a lab facility.

•As manager led my team of 18 direct reports as the Desktop Services team.

•Maintained Windows servers for the desktop services group as a repository for tools, patches, and fixes, as well as how-to documentation.

Education, Training & Certifications

PMP - Project Management Professional PMP #1677258 Dec-2013 to Dec-2019

MBA in Technology Management, University of Phoenix, Pleasanton, CA 2002 to 2005

BS in Information Systems, University of Phoenix Pleasanton, CA 1999 to 2002

UNIX Administration Certification University of California Santa Cruz 2003

E2E100 E2E Root Cause Analysis Certification 2004

ADM100 SAP Technology Administration I 2004

ADM200 SAP Technology Administration II 2004

Web AS SAP Java Administration 2005

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