Help Desk
Resume:
[pic] Bear Byte Consulting LLC
* ***** ******* - *** ******** Consultant
Overview
Over Twelve years experience in the design, development, testing,
implementation and installation and support of enterprise wide CRM
applications. For the past eight years has concentrated on CRM
Applications and has realized valuable hands on experience through
leadership in multiple high profile projects. Also experienced in ITIL,
Help Desk Software Development, Business Analysis, leading intra/inter-
organizational team implementations and applying Quality via Change
Management.
1 Amdocs CRM (Clarify) Certified Web & LAN Developer
2 Dovetail CRM Certified Developer
Microsoft CRM Developer
Lagan CRM - Implemented 311 for City of Minneapolis
3 Technical Skills
Plainview Project Mgmt.
Oracle RDBMS 7-10G
Tuxedo - Middle Ware
Network Technology
Web Portals for Self Service
B2B Web Portals
Exchange Server and Outlook Client
VB
Remote Desktop and VPN
Microsoft SQL Server
Java, Java Server Pages
CTI Integrations
Knowledge Management
Service Management
Sales Force Automation (SFA)
Antivirus troubleshooting
Software Distribution
OS = All versions of Windows, HP/UX, Linux
Hardware and software troubleshooting and installation
Experience
Senior IT Consultant June 1 2011- Present
Internet Sales Consulting
Startup consulting and setup of new business
Training of 3 employees in selling using eBay, Amazon and Craigslist
Created templates for new clients to use to catalog inventory
Formed partnerships with various vendors utilizing a simple barter system
of services.
Professional Drain Services May 10 - Jan 2011
Operations Manager
Business Turn-around and Process Improvement Consulting.
Project Management - Created Project Plan for an aggressive 3 month pilot
to video 10,000 sewer lines in 6 months. Delivered on-time and under
budget.
Managed Contract negotiations with Xcel Energy and CenterPoint Energy
Executives Gross Revenues exceeding $500,000 a month.
Created Operating Policies and Procedures for 30 Field and Office employees
Setup Service Management Ticket Tracking and Invoice System
Provided On-Call support to Field Technicians
Performed liaison role with City Employees in Metro and Rural Minnesota.
Performed technical repairs to Cues and Aries Sewer Camera's
Roche Diagnostics Corporation (Indianapolis, IN)
CRM Consultant May 09 - May 2010
Responsible for managing User Requested Changes utilizing Project
Management Controls for small to mid-size projects with a duration under 3
months each..
Performed On-call 3rd Level Support Functions
Created a number of custom Clarify CRM solutions and successfully
implemented.
Created solutions for User Web Portal to submit problem tickets.
Created multiple solutions using MS Word Template interfaces to
Clarify12.5.
Completed Training for Microsoft CRM and acted in support role for initial
Pilot Roll-out
Best Buy Corp. (Bloomington, MN) June 2008 to Dec
08
Technical Lead Architect
Led meetings with Business Stakeholders to map existing processes and
presented final solution to Executive Management Team.
Successfully created and delivered solution within required time-frame of 6
months.
Designed new functionality for Rapid Exchange Product Project
Created Technical Design Document and obtained sign-off by Executive Team.
Worked with and directed Off-shore development effort
American Red Cross and Dept. of Defense Sept 2007 to
Mar 2008
Technical Lead Consultant (Washington, DC)
Created Project Plan detailing implementation, configuration and
development of Dovetail CRM Applications
Mapped existing SQL Data and created Data Diction
Motoman Inc (Telecommute)
Clarify CRM Consultant July 2007 to Aug
2007
Created and managed Project Plan to modify existing Contract Management and
Sales Software
Created technical solutions for Contract Manager
Documented and Modified Clear Sales work-flow
Provided Staff Augmentation
City of Minneapolis May 2007 to July
2007
LaganCRM Consultant (311)
Implemented 311 Non-Emergency CRM Package (Lagan CRM)
Provided consulting on Best Practices for ITIL Service Management solutions
Installed and configured Web Portal for citizens of Minneapolis to manage
and submit User Issues.
Application Development
Business Analyst Duties
Provided Post Implementation Support
American Family Insurance (Madison, WI)
Technical Lead Feb. 2003 to May 2007
Clarify 10 SR1 / 11.5SR1.34 / 12.5sr1.08 / 13.1 on HP/UX running Oracle 9i
and Web Logic
Project Manager/Business Analyst/Developer for a number of internal Clarify
enhancements
Performed software Upgrades from Clarify 9 to 10.1 to 12.5 to AmdocsCRM6
(v13) on Oracle 10G
CTI Integration with I3 to enable screen pops and custom functionality.
Implemented Email Manager for HR Help Desk and Customer Billing
Implemented Full Text Search (FTS) for HR Help Desk
Installed and configured multiple Web logic instances for Clarify eSupport
Web Portal
Staff Augmentation to assist with ongoing enhancement requests and
customizations.
Created a custom VB interface for ClarifyCRM and eGain Knowledge Agent
Performed Flexible Deployment (Tuxedo) Server Administration and
Performance Tuning
US Admins (Saint Paul, MN)
Consultant Sept. 2002 to Jan. 2003
Strategic Planning and standard Business Consultation
Perform on-site and remote PC and Network support for medium sized
companies primarily in the Mortgage Industry.
Created interface to Mortgage Loan application (Calyx Point) from a custom
MySQL/Clarion Telemarketing application.
Created custom VA/FHA MS documents to be used with exporting data from
Calyx Point.
Created Project Plan to automate Anti virus strategy and implemented at
multiple sites
Sherwin Williams (Cleveland, OH)
Clarify CRM Consultant Apr. 2002 to Jul.
2002
Created Project Plan to manage upgrade of ClarifyCRM software.
Successfully executed Plan within allotted time-frame.
Staff Augmentation to assist with ongoing enhancement requests and
customizations.
Provide consulting/Architect information to upgrade to Clarify 11.1
EDS/Decision One (Devon, PA)
Web Portal Architect Feb. 2002 to Apr.
2002
Configure ClarifyCRM eSupport Web Portal for attachments and routing
Modify eSupportWeb Portal Java Server Pages (JSP) to include custom field
requirements.
Created Custom Java solution to update case details from the web portal.
Created Technical document with developer specifications to import
Employees.
Gillette Corp (Boston, MA)
Clarify Consultant/Architect/Project Management Oct. 2001 to
Feb. 2002
Provided Project Management for a number of upgrades and software
enhancement projects. Successfully executed each plan on time within
budget constraints.
Installation/Configuration/Tuning of Tuxedo Middle Ware Server.
Provided consulting services for upgrade to Clarify ver 10.SR1
Assisted in resolving a number of open issues and requests for enhancement
from the business community.
Created custom Parent/Child Ticket Customization for Service Desk.
Created standards for form/code versions and setup multi-developer
environment.
Mentored employees on Development Best Practices and provided training on
CRM Methodology
1
BMW Financial Services (Columbus, OH)
Project Manager/Technical Lead Mar. 2001 to
Jun. 2001
Installation/Configuration of Clarify server and client software.
Installation/Configuration of Clarify eSupport Web Portal (User Self
Service)
Setup of ITIL Rule Manager, Routing Server, Email Clerk and Notifier
Customize functionality of existing forms using Clear Basic and UIEditor.
Create custom tables, and add fields to the Clarify Data Dictionary
Created an internal Customer Survey that was driven off Ticket management
automatically.
Created fail-over Tuxedo Middle-ware servers for a user base of 3000
Created an integrated interface from Clarify CRM to StarTeam (Code Control
App.) using custom database objects and code.
Sprint Corporation (Dallas, TX)
1 Senior Consultant Jun. 2001 to Feb. 2001
Setup and configured Flexible Deployment on multiple servers to enable load
balancing for over 3000 users.
Provided Clarify administrative training for 100 Sprint IT employees.
Group Telecom (Toronto, Canada)
Clarify Project Manager/Technical Lead Sept. 2000 to Dec.
2000
Responsible for Project Management Plan creation and execution for numerous
technical modifications and upgrades.
Functional configuration of ClearSales product for SFA roll-out - setup
Sales Process, Territories, Accounts, Sites and Leads.
Management of 4 CRM Developers and related activities.
Setup of ITIL Rule Manager, Routing Server, Email Clerk and Notifier
services
Training and demos of the Clarify eFO8 CRM product.
User Acceptance Testing and Change Management.
Sprint Corporation (Dallas, TX)
Clarify Technical Consultant Jul. 2000 to Jul. 2000
Created Project Plan to setup proper Development Environment and
successfully implemented in 2 weeks.
Setup four (4) databases for development, test, training and production.
Configured Flexible Deployment (Tuxedo) on a single server to access all
four databases
Imation Corporation (Oakdale, MN) Jan. 1997 to Jun.
2000
1 IT Operations Support Manager
Duties consisted of ALL of the following:
Project Management, Clarify Development and Application Support.
Full P/L responsibility with a 3 million dollar budget.
Created Custom CTI integration with Nortel telephony system and ClarifyCRM
Performed 3 full upgrades from version 4.5 to 5.0, 5.0 to 6.0 and then from
6.0 to 6.1SR6.
Managed the migration process of all customizations during the development
process and upgrades.
Developed Tivoli Enterprise Console (TEC) interface to feed events into
ClarifyCRM, Clarify closes those events in TEC using a Clarify Business
rule. Access to monitor and support Tools is via an Internal Secured IT
Web Portal.
Help desk Manager
Created, Directed and Managed the creation and operation of Imation's
worldwide IT infrastructure Global Systems Support Center (GSSC).
Selected Service Management tools (Clarify), defined processes and
procedures, selected and trained staff, managed global implementation.
Responsible for a 24x7x365 internal Help desk servicing over 60 global
locations and 10,000 employees.
Actively worked with vendors to resolve service, billing and maintenance
agreement issues.
Managed over 15 full-time Help desk personnel, 3 Clarify developers and HP
Help desk Vendor liaisons.
Conducted company wide Clarify user training sessions.
Responsible for maintenance and security of 2 separate Data Center
buildings.
Tivoli Enterprise Administration and Support
Life-cycle Project Management and Support of the Tivoli Enterprise
management suite.
Completed one system upgrade, and complete roll-out of Tivoli's 3-tiered
architecture.
Implemented a two-way integration of the Tivoli Enterprise Console and
Clarify ClearSupport
Change Management Manager
Responsible for overseeing company wide IT changes and problem management.
Experienced in coordinating and leading inter-organizational team
implementations.
Conducted global weekly meetings with employees and vendors to coordinate
all change activities.
US ARMY - 82nd Airborne Paratrooper
Desert SHIELD
Squad Leader - Weapons Squad
A Co 2/325 Airborne Infantry Regiment - Fort Bragg, NC
1985-1989
Contact this candidate