Customer Service Engineer

Isaac Keith Hatcher

Roles: Experience Summary

Application Engineer Experienced Information Technology technician who

Special Assignment has over 14 years of experience in several

Claims Technical Support information technology areas. Past experiences

Specialist include project management, team management,

Project Management application implementations, testing and

Team Lead - desktop Support evaluations, production support. Posses' solid

Desktop Support application upgrades and deployments. Proven

Field Technician ability to provide vendor application upgrades and

training. Also displays solid resolutions. Provides

excellent communication skills and technical

Infrastructure Experience: abilities

Application Engineer (SAP

security Administrator)

Technical Support Mgmt Skills Inventory

Network Experience Project Management:

Avaya Switch Experience Creating documentation for management

Desktop Support & Deployments Creating technical documents and process for

management

Mainframe Analyzing and mitigating Project Risk

Tools/Methods: Quality Assurance:

MS Office Creates & Maintains matrix of trends or results of

Change Control projects

SAP Provides good standing with customer service

Helpdesk/ticket resource related tasks

management Follows company Change Control Process

Ability to correctly analyze situations and provide

Industry Application: a obtainable solution

Insurance

Desktop Support Infrastructure Projects:

Consulting Project Name - Windows XP Implementation

Government Description - The implementation of enterprise wide

windows XP Professional upgrade. Created strategy

Education: that enabled Auto Club Group a non-apparent upgrade

Bachelor of Arts Business to the new OS. Responsible for identifying and

Administration - Kentucky replacing equipment not compatible with windows XP.

State University Managed team of technicians.

Master of Business Project Approach - PMI Methodology

Administration - Davenport Duration - 12 months

University Project Team - Managed a staff of 10 contract

employees.

Additional Training: Project Completion - Project was completed on time.

Project Management Institute

PMP Certification

SAP Basics

Chronological Summary of Experience

Auto Club Group

CLIENT: Claims Technology Department

Applications Engineer (SAP Security Administrator), 09/08 to present

Responsibilities:

. Assumed newly created position to implement security for new SAP

system from the ground up.

. Established SAP security by creating end user security across all SAP

environments and clients.

> Created & maintained users

> Created & maintained roles

> Created transports

> Modified authorization objects to fit needs of employees

. Developed security process to govern users, data and the SAP

application.

. Created & delivered user roles that allowed staff to perform their

jobs.

. Designed new technical process for receiving invoices from body shops

throughout region.

. Assigned as the Technical Lead for all company SAP security related

issues.

. Responsible for unit testing of roles and other SAP related tasks.

. Responsible for the tracking and resolution of all security

defects/incidents.

Auto Club Group

CLIENT: Claims Department

Claims Technical Support Specialist, 09/02 to 09/08

Responsibilities:

. Acted as Technical Lead for selecting new Claim system by third party

vendor.

. Designed new technical process for receiving invoices from body shops

throughout region.

. Implemented new vendor software (CCC Pathways) to field adjusters.

. Trained staff on use of new software and equipment

. Trained staff on the use of several applications(Corporate or

Department level)

. Tested and performed analysis for software installs

. Worked as team lead for technical issues within department

. Provided technical support for Claims department and Claims related

projects

. Conducted research and development for pilot project Claims has

ventured into

. Developed strategic plan to implement new technologies into

departments

. Created documentation to detail new technological enhancements

. Maintained company policies with each assignment

. Worked in a team environment

. Implemented Windows XP service pack 2 to Claims staff.

. Provided support to needed Claims projects as well as to the staff

after deployments and upgrades

Analysts, International (Contract Services Firm)

CLIENT: AAA

Project Leader/Coordinator, 04/01 to 09/02

Responsibilities:

. Acted as liaison between company and customer sites

. Managed desktop support team for several accounts

. Created and Implemented new process to handle daily helpdesk tickets

. Trained technicians in various areas of support.

. Supervise daily activities of on site employees.

. Created training documents for team

. Maintained operating inventory for team at customer site

. Acted as liaison between company helpdesk and vendor helpdesk

. Developed new strategy utilizing technology for Claim call center

. Created new mainframe sessions for employees

Sequoia (Contract Services Firm)

CLIENT: Onsite contracts

Project Management, 01/01 to 04/01

Responsibilities:

. Worked in several individual customer sites to obtain criteria need

for customer support

. Established break fix team at several customer sites as onsite

technicians

. Assisted in the creation of several customer SLA's.

. Instilled company strategy into onsite technicians

. Maintained technician certifications required by SLA

Sequoia (Contract Services Firm)

CLIENT: AAA

Field Engineer/Technician, 08/00 to 12/00

Responsibilities:

. Headed break fix team at several customer sites

. Implemented new desktop and Helpdesk teams at new customer site

. Implemented deployment strategy that installed several hundred DELL

workstations

. Created series of documents and procedures for on site technicians to

follow

. Responsible for 2nd and 3rd level support on customer accounts

. Handled high level installs and or repairs and any other requests by

high level customers

O/E Systems (Contract Services Firm)

CLIENTS: Michcon, Comerica, AAA

Desktop Technician, 04/97 to 08/00

Responsibilities:

. Supervised & coordinated entire Y2K upgrade project

. Assigned to account to lead statewide Windows NT rollout project

. Managed desktop teams on contracted tasks

. Performed deployment tasks for customer at various customers sites

. Provided training sessions for end users

. Developed & maintained strong customer relationships with customers

. Acted as a reliable resource to contracted company

. Maintained accurate record keeping documentation

. Provided next day support for problem installations

ISAAC KEITH HATCHER

17365 Salem

Detroit, MI 48219

Contact number: 810-***-**** Email address: *******@*****.***

Contact this candidate