Customer Service Project Manager

Shane Wier

***** ** **** ***** **** Magnolia, TX 77354

832-***-**** home / *****.****@*******.***

Goal is to lead a dynamic Technical support team to make a smooth well oiled machine serving the

business units and creating a “ease of use” experience with helpdesk and desktop support teams.

Motivating teams to be their best and challenging them to new levels of quality and service.

Over 6 years in Management and Project Management in Large Enterprise environments doing

Helpdesk / Desktop Management, Standard Manage Environments, rollouts, migrations, upgrades, and

work process flow consulting for IT Departments. Enjoy building strong teams and producing a

environment of productivity and good synergy and team work. All of the Lead and Management

experience has been in environments with at least 2000 plus users and companies usually with a global

reach. Experience with being responsible with SLA agreement adherence and reporting directly to IT

Directors on Technical competence and customer service performance on team in size from 5 to 30.

Giving Downward Feedback, Coaching and developing Technical and Customer service skills.

EDUCATION

BBA, Organizational Behavioral Management, University of Houston 1992

Dell Team Lead Project Management Certified.

Operating Systems: Windows NT, Windows 2000, Windows XP, AIX, Open VMS, Citrix N fuse, Windows

7, Windows 8, Blade, Thin Client

Network Skills with : TCP/IP, DNS, SMTP, DHCP, LAN, WAN, Wi Fi, Domain Network Topology concepts.

Helpdesk Ticketing Systems : Altiris, Remedy, Vantive

Hardware: HP and Dell Desktops and Laptops, Compaq desktops and Laptops, Video cards (dual video

cards), NIC cards, Hard drives, CdRoms, Iomega backup units, HP AIX backup tapes, Compaq Proliant

6500 Servers, IBM AIX Unix servers, Open VMS Unix servers., Blades, Patch Panels, Turret Phones.

Avaya Phones, Cisco IP Phones. Projectors, Video Teleconference equipment. IPhones, Macs,

Ipads.

Imaging Orientation: Straight builds from OS to apps, PXE, Altiris, Ghost, SMS, SCCM

Software: MSOffice Suite (Excel, Word, Power Point, Access (Office 2003, 2007,2010 ), Lotus Notes

4.5, 4.6, 5.0., Dos 6.0/6.2,Technical Writing, Visio, ABC Flowchart, ACT, SAP (configuration),

NetMeeting, Symposium, Rumba, Exceeds Hummingbird, Reflections. RAS, Shiva, Dialup Networking,

TCPIP firewall issues. Various Internet protocol plug ins and encryption software JReport Professional,

People Soft, SAP, Right FAX, Envelope 98.Ghost, Win Install. Sharepoint, Lotus Notes

Collaboration Database Tea Room. Remedy (PMCS), Vantive. Altiris Ticketing system, WebEx IM and

Meeting Adminstration,

Trade Floor Apps: Altra, Columbia Navigator, Koch, Hottap, Ong Gasport, Reachout, Tennspeed,

Transit, Citrix, GasQuest, GEMS (ANR), Noram, Passkey, CMS Messenger, ElPaso, Fimi, Houston Street,

PJM, CNG, Reuters, Bloomberg. ICE, Tall Grass, CQG, Xtrader.

Professional Experience:

DISYS EXXONMOBIL 03 2014 – Presently(contract)

Post Move Desktop Migration Specialist

Responsible for IT support of Newly Moved to the New ExxonMobil campus Migration, Troubleshooting,

setting up users.. in new Desktop environment… Windows 7, SCCM. Desktop Support for Steady state

Users at New Campus. Active Directory, doing remote client support via Lync… Worked with Linux

desktops, Dell desktop, Dell laptops, New Microsoft PPE touch screen AV equipment and Crestron touch

panel control for AV equipment. Rememdy Ticketing system for desktop and helpdesk calls. Support of

Lync IP phones, Jabra Bluetooth headsets, Various Geophysical applications, Solidworks. Waycom

devices. Configuration Manager troubleshooting of SCCM issues. Network IP, DNS, connectivity

troubleshooting issues. Facilitating Lync online meetings.

Insight Global – Methodist Hospital 12 2013 –04 2014 (contract)

Windows 7 Migration Specialist (turnkey project)

Responsible for migrating from xp to windows 7 hospital environment

Did desktop support, Imaging of new desktops and laptops, installing applications via SCCM,

Configuration Manager troubleshooting. Migration of User data. Support of Msoffice 2010 suite apps.

RHI Castleton Commodities 5-201*-**-****(contract)

Sr.TradeFloorDesktop Support

Responsible for Support Traders, Schedulers and Administrative staff. EBBS, Windows 7 OS, Imaging,

Altiris Ticketing System, BES Administration, RSA token Administration, Blackberry, Iphone support,

Creating VM Desktops and doing VM administration. Active Directory Account creation and

manintenance,

Exchange Admin task, Citrix admin tasks and monitoring tools, ICE, Bloomberg, Rueters, and many

other Trade Floor apps, CXL, Entergrate, Xtrader, CQG. Video Teleconference room setups, Lync

remote sessions.

Hardware : HP desktops and IBM Lenovo laptops. Patch panel setups, Remote Technical Support both

domestically and Globally, Special projects, testing and implementation teams. I also worked with blade

and thin client technology which we kept on a separate vlan… Worked with Turret phones as well.

Forum Energy Technologies 4-201*-**-****

Sr. Global Remote Desktop /Helpdesk Level II Support Analyst

Provided Advanced level Desktop Technical support both face to face and helpdesk support, taking in

bound calls and doing remote support globally. Also was responsible for doing team solution

documentation for our Altiris Solution Database. Used Alitiris Enterprise ticketing system. Also used

Cisco Soft phone for helpdesk calls when on remote site support projects to maintain helpdesk tickets.

Was also responsible for On call support on a rotation basis. Able to identify DNS translation problems

and identify routers that are having problems. Responsible for Imaging new laptops and desktops or

reimaging them, also cable of building new image from OS including downloading all drivers from dell

website. With Strong emphasis on Excellence in Customer Service interaction Employing the following

skill sets:

• MSoffice 2010,Windows 7 32bit and 64bit,

• SolidWorks 2012, PDM, Autocad 2012

• Cisco IP phones

• Apple 4s and 5 phone support(setup email and wifi etc.)

VPN

•

Active Directory Administration

•

Cisco WebEx IM and Meeting Administration

•

Citrix Admin for ERP solutions

•

Training Team with Webex meeting on Helpdesk troubleshooting issues.

•

Insight Global – St.Lukes Hospital 1/12 4/12(contract)

Liver Clinic IT Project Manager, responsible for project set of brand new premier Liver Clinic

partnership between Baylor College of Medicince and St. Lukes Responsible of all Computer and

Network setup for brand new Clinics everything from desktop imaging to network setup and clinic

computer intergration. Successfully setup and supported clinic staff, Doctors and Nurses. This included

the build out of the facilities to the setup of all the computer network . Managed a team of 5 techs and

worked with other management teams to realize this implementation.

Experis 6/11 1/12(contract)

Windows & Rationalization Project Testing Team.

Responsible for Rationalization of Application Testing for new Windows 7 environment. Help develop the

work process flow for Rationalization team. Trained team of analysts . Did Q/A Testing and UAT testing.

Applications used Admin Studio, VMware, Windows 7, Remote Desktop, Lync, MSOffice 2010. Outlook

2010, SharePoint.

Genuent(contract)

2/11 – 5/11

Windows 7 Turnkey Project Management Lead

Responsible for Rationalization of Application Testing for new Windows & environment. Acted as team

lead and coordinated and trained and managed team of 20 Analysts in the overall Rationalization

process and led team meetings on a weekly basis. Worked with testing teams for Requirements

Gathering and Packaging of applications for new Windows 7 Environment. Worked with Management

team and provided them with status reports and target benchmarks for team to achieve.

Intertek

11/10 – 1/11

Desktop Support Analyst

Desktop and remote desktop support – floating between 4 locations in a Windows XP environment.

Office 2003 Office 2007, Outlook, AD support, Blackberry Administration, Exchange server

administration. Lan/Wan troubleshooting, Aircard configuration and troubleshooting.

KellyITServices for Baker Hughes

7/10 8 10

Desktop Support

Responsible for Imaging, Desktop application support and troubleshooting, Network Lan/Wan Support,

Inventory asset management, used CA ticketing system, support the Manufacturing shop and corporate

offices. MsOffice 2007, XP, 2007. Global Connect . Printer troubleshooting, Moves, adds and changes.

AD administration.

Dell Computers contract VA Hospital

3/10 – 8 10 (Evening Project Work)

Project Management Lead

Responsible for IT refresh project to rollout new Dell Desktops for Verterans Administration Hospitals –

Managing and coordinating team of 4 replacing infrastructure equipment and setting up new VA satellite

office for VA Hospital expansion project. Responsible for execution and reporting to Dell Project Manager

stats and quality assurance assessments and performance of staff. Dell Project Lead Certified.

ExxonMobil

11/09 03 10

Desktop Support Analyst

Supported Lotus Notes 6.5

•

Remedy (PMCS)

•

Standard Desktop support duties, troubleshooting LAN /WAN issues, Imaging laptops and

•

desktops, customized installs for Seismic Software,

Responsible for taking monthly inventory of IT Asset Management.

•

Migrating clients from different Lan/Wan environments world wide for transfers.

•

Responsible for JSA Safety Administration and reporting .

•

Pilot Support for Windows 7 pilot rollout with Bit Locker Encryption Technology.

•

Noble Corporation

11/08 04/09

Desktop Support Analyst

Support all levels of Noble corporate user base (1ZK plus users) including Executives,

•

Managers and Superintendents; provide 24/7 global, remote desktop support of offshore

rigs and remote offices.

Support global locations: Singapore, Dubai, Qatar, Switzerland, West Africa, Lagos,

•

Aberdeen UK, Netherlands, Brazil, and Mexico.

Remote software installs and troubleshooting using Remote Desktop, Logmein, and AD

•

Remote tool

Support XP, Active Directory, Citrix; administrate Exchange permissions.

•

Create and document new account setup/account termination processes for global support

•

group.

Provide Antivirus support for all end users, including Symantec, SpyBot, Adaware etc.

•

Facilitate video teleconference equipment for executive conference room, including network

•

connectivity.

Create new standard managed images for desktops/ laptops using Symantec Ghost.

•

Order new equipment/make recommendations to management for upgrades of Dell

•

hardware.

Use Sharepoint for documentation of asset management; ship new equipment via UPS/DHL

•

to remote offices.

Interface with Rignet and Caprock Support for Network troubleshooting on offshore Rigs in

•

Satellite Feed environment.

Install hardware for Cisco IP and Avaya digital phones; handle moves, adds and changes

•

for phones; support end users on use of phones; activate patch panel port changes on

network.

Install local and remote HP printers.

•

Troubleshoot global email environments via local outlook, citrix, and web base interface

•

Maintain archived hard drive for federal compliances.

•

British Petroleum Contract

06/07 11/08

Trade Floor Desktop Support

Support Traders, Executives, Accountants, and Marketing teams on trading floor.

•

Supported trading floor application including Rueters, Bloomberg and Altra.

•

Configure of trade floor blades, desktops, laptops, multiple monitor configuration of up to 8

•

screens.

Network AD administration including account creations, permissions, modifications etc.

•

Troubleshoot local configuration, network, and server email issues.

•

Work with 3rd party support vendors on upgrades for trade floor applications

•

Utilize Remedy ticketing and asset tracking/management systems.

•

Printer maintenance and support for network printers including HP, Cannon, Ricoh, Xerox

•

etc.

Conference room support during video and tele conference meetings for Executive staff.

•

Made Moves/Adds/Changes to desktop environment on trade floor .

•

Helped diagnose sql database errors and troubleshoot with 3rd level support.

•

IKon Office Solutions

08/06 04/07

Pre sales IT Consultant

Provide outside pre sales and technical consultations for multifunction document solutions,

•

including hardware and software (HP, Canon & Ricoh).

Demonstration of products and client training.

•

Generate custom sales proposals and negotiate contracts.

•

Evaluate/ make recommendations to sales staff/clients for IT implementation of

•

equipment; troubleshoot MFP configuration issues.

Design Consultant

12/03 08/06

The Room Store/Primitives/StarFurniture

Marketing, prospecting, public relations, press releases

•

Ranked #2 sales person in house; top 5% of Sales force nationally.

•

Enbridge Energy

10/01 11/03

Lotus Notes Migration Specialist/Team Lead/Turnkey Project Manager

Managed and Lead at Lotus Notes Migration team, was responsible for hiring and

•

overseeing team of 5 consultants for migration of Outlook to Notes 5.x and iNotes including

desktop installs, configurations and email migrations; create accounts, permissions, etc.

Utilize Binary Tree as migration tool.

•

Implement Best Practices; create/implement updated work flow process for

•

helpdesk/desktop group.

Managed the move of Koch Midstream after acquisition by Enbridge; includes servers,

•

desktops, laptops, peripherals to Enbridge site without interruption to workflow.

Trained end users on Lotus Notes and on new standardized environment.

•

Enron (ET&S)

1998 2001

Technical Lead /Project Manager (Trade Floor Desktop Support /Project Manager for Disaster

Recovery desktop team.)

24/7 on call remote support for Traders/Executives including hardware and software issues;

•

LAN/Wan support, troubleshoot network, firewall, and virus issues; responsible for Cubix

servers.

Support internet video teleconference applications such as Net Meeting and Symposium for

•

Executive conference rooms;

Novell Administrator for Hottap user setups and internal employees of ET&S.

•

Pilot team member for selection of Remedy as ticketing/asset management system for the

•

trading floor; end user for implementation.

Setups for Hottap on the Internet using Citrix Active X ICA protocol for Citrix implementation.

•

Responsible for documentation of all hardware location, fail over processes (server and

•

phone), and testing for DRAT (Disaster Recovery Assistance Team) for helpdesk / desktop

areas.

Create metrics reports via Remedy/ad hoc for IT Manager of helpdesk/desktop/server

•

teams.

Member of Y2K compliance team on Bios upgrades.

•

Assisted troubleshooting SQL database errors with 3rd level support.

•

Citrix Jr. Admin.

•

Blade and Thin Client Support.

•

Oxy USA / Mobil Oil / Chevron (contracts via consulting firm Sprint Paranet)

1995 1998

Oxy

1997 1998

Technical Analyst

Trade Floor Desktop Support / Lead

Supported Executives, Traders and Gas Marketing Team including LAN/WAN, trade floor

•

applications, digital phone system and asset management system.

Lead and Managed and trained 2 tradefloor desktop techs.

•

Mobil Oil

1996 1997

Rollout Team Support / Manager

Managed Team of 25 rollout desktop techs for implementation of Standard Managed

•

Environment Rollout for multiple Mobil sites; responsible for status reports, training, and all

scheduling; travel to all remote sites for project management.

Did employee evaluations and gave upward feed back to upper management team.

•

Chevron

1995 1996

Helpdesk / Desktop Support Lead

/Manager

Managed and Trained 15 helpdesk /desktop employees regarding policies and procedures

•

on Vantive trouble ticketing system and customer service/Best Practices.

Reported directly to IT Director responsible for SLA policy compliance.

•

Responsible for employee training and reviewing performance and giving upward feeback to

•

IT Director.

Implement helpdesk including metrics reporting, tracking, routing, etc.

•

Team coordinator for SAP R3 upgrade/rollout on desktops and laptops.

•

Contact this candidate