Engineer Manager
Resume:
JO LAPP, MCSE + I
**** ***** ****** **** 919-***-****
Zebulon, NC 27597 *****.**@*****.***
PROFESSIONAL SUMMARY
Microsoft, MCSE + I
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IBM Inc., OS/2 Certified System Engineer
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Areas of expertise include:
MCSE + I Certified Engineer Lotus Notes administration
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SaaS management and MS Access DB Administration
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administration SQL
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Microsoft Windows Administration Project management (MS Project)
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LAN/WAN Network Administration VOIP Administration
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VPN Configuration Help Desk Training
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Web Server Installation and SAP user administration
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Administration TCP/IP
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Performance Management and Technical Lead
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Capacity Planning Technical Training
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Significant professional roles include:
Project Manager with proven track record of implementing complex solutions on time
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and within budget. Key projects include:
Technical and Project Lead for migration of corporate desktop environment
from OS/2 to MS Windows.
Design and implementation of corporate computation centers
Migration to next generation EPOS system for a large retail business.
SAP System and User Administration
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SaaS Systems Administration and Customer Support to an International Customer
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Base
Tier 1 Helpdesk Support
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Manage team of systems support engineers
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Enterprise network administration and troubleshooting
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Technology Systems Inventory:
Operating Systems
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o MS Windows Platforms IBM OS/2
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o HP-UX Citrix Cloud
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Jo Lapp, MCSE + I
6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** *****.**@*****.***
IT Infrastructure Technologies:
Exchange Server Data Protector
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Base SAS Lotus Notes
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DB2 and Windows SQL Server SAP
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CITRIX Trouble Ticket and Defect
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SNMP Management Systems
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Remote Support using Citrix
VOIP
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LogMeIn
Cisco VPN
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POS Technologies
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Other Software Technologies:
MS Project
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MS Office Suite
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MS Outlook
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Financial Software including Peachtree, QuickBooks, and proprietary Mortgage
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Processing systems
Point of Sale Software PosiTouch and Aloha
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PROFESSIONAL HISTORY
Nutkao USA Rocky Mount, NC
IT Supervisor 9/2014 to 2/2015
Nutkao USA Inc is the US opening of a 30 year old business in Italy
Responsibilities include:
o Handle day to day computer support for office supporting desktop, laptop and Citrix
thin clients
o Install new Desktop operating system and Citrix thin clients.
o Manage Active Directory, creates and troubleshoots group policies, creates user
account, and printer support
o Support SAP
o Support cloud software example Lableview
o Remote Desktop support of cloud servers
LM Restaurants (Contract position) Raleigh, NC
IT Coordinator 1/2013 to 4/2014
LM Restaurants is the owner of multiple restaurants in the Raleigh area as well as long the
coast, in North Carolina and Florida
Responsibilities include:
Jo Lapp, MCSE + I
6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** *****.**@*****.***
Handle the day to day computer and POS(Point of Sale) issues for the Home Office
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support center and stores.
Coordinate technical installs, upgrades, repairs for stores
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POS behavioral programming changes.
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Add and delete users at stores for POS software
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Maintain list of ongoing issues with store hardware, software.
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All support is done remotely
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Add Delete users at Home Office using Windows Administration
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Freudenberg-IT (Contract position) Morrisville, NC
SaaS Support Analyst 2/2012 to 10/2012
Freudenberg-IT is a global provider of IT Services specializing in SAP systems and SaaS.
Responsibilities include:
o Managing user and security administration for Windows, SAP and VPN systems to
multiple Freudenberg customers.
o Being familiar and monitoring Service Level Agreements for multiple international
companies and ensuring that disparate service level agreements were met for
each customer.
o Working closely with second and third level technical staff to troubleshoot service
outages and managing customer expectations.
o Provide customer-facing support to international customers and working with
geographically and culturally diverse technical personnel.
o Assist Senior Consultants to ensure ongoing accuracy of tax files for client
companies.
o Create users and give permissions in the ticketing system that is used by
Freudenberg-It
The Body Shop Wake Forest, NC
Service Support Analyst 06/2005 – 02/2012
As the technical lead and individual contributor of Desktop Support and EPOS Application
group, I was responsible for the administration and management of the IT infrastructure for the
United States and Canada. In this role, I also worked closely with UK technical staff to
coordinate and implement key technology initiatives including:
EPOS (Point of Sale) software maintenance and systems administration
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Tier 1 support of Business Critical Systems for the North America IT Service Desk
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Log calls using a proprietary trouble ticket and defect management system per
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documented SOPs and SLAs
Provide on-call coverage for Tier 2 and Tier 3 systems support.
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Implement and enforce backup procedures to protect business critical data systems in
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the Wake Forest Data Center.
Jo Lapp, MCSE + I
6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** *****.**@*****.***
Workforce Analyst
Responsible for forecast of Care Center activity to maximize on staff productivity,
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efficiencies and budget requirements
Responsible for tracking of all multi-channel data to use in making recommendations
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and solutions to improve productivity and efficiencies
Work with Team Leaders and Care Center Manager to monitor implementations
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Track actuals against forecast and review and amend where necessary
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Record team and individual productivity and review / manage Care Center targets
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Responsible for build a history of data for analytical purposes
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National Mortgage Access Inc. Raleigh, NC
Payroll Systems Service Coordinator 02/2003 – 03/2005
Document company software training
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Support of company software Microsoft Office, Act, Point
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Worked with Peachtree Accounts Receivable, Accounts Payable, check writing
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authority
Working with payroll to analyze system to change from Excel spreadsheets to an
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Access database
Designed Excel worksheets for commission payroll
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Work with IT to help best determine software that will maximize processing,
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accounting, and marketing
Determine best methods of corporate-wide communication
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Develops reports for President of Company
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North Carolina Electric Membership Cooperative Raleigh, NC
Client Support and Network Systems Engineer 08/1989 – 10/2001
Manager, Client Support
o Managed and developed five Technical Support personnel
o Responsible for all desktop configuration and support
o Responsible for procurement of all hardware and software
Supervisor LAN Systems
o Responsible for all Server Support and Desktop Support
o Purchase of servers and desktop machines
o Managed 2 System Engineers and 2 Help Desk employees
o Coordinated with Facilities Manager for total building renovation
o Responsible for all employee moves, additions and changes including cabling.
o Complete renovation of Computer – reorganized during rebuild
o Handled complete migration of AS/400 to Windows NT 4 platform.
LAN System Engineer
o Responsible for conversion from OS/2 to Windows NT 4
o Wide Area Network: established NT Trusts on Frame Relay WAN using TCP/IP
Jo Lapp, MCSE + I
6804 Ridge Spring Rd Zebulon, NC 27597 919-***-**** *****.**@*****.***
Network: installed, configured and administered NT domain network resources.
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Servers: installed and configured application server (internet Information Server, cc:Mail
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server, Lotus Notes Server, MS SQL server, Progress, SAS Paradox and file share printer
servers)
Client-Servers: installed client-server application software (J.D. Edwards accounting &
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inventory, Software Plus payroll)
Client: installed and configured workstation OS and application (MS Windows NT 4.0 MS
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Office 97 and 2000 suite, cc:Mail, Lotus Notes and other specialized software)
Security: Supported Internet security for a Statewide WAN
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EDUCATION
East Carolina University Greenville, NC
Bachelor of Science -- Library Science
Minor -- Psychology
EXCELLENT REFERENCES UPON REQUEST
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