Help Desk Manager
Resume:
Larry Johannsen
Parrish, FL *****
**********@*********.*** / www.linkedin.com/in/larryjohannsen
Summary
IT Professional with extensive experience in many areas of support,
including both hardware and software support. Fluent in the use of MOVEit,
Splunk and SQL. Successfully worked with both technical and non-technical
teams and individuals for enhancement projects. Adept with creating
documentation, writing approximately 90% of the Serve Batch Operations
documents. Voted by my peers as the first Employee of the Month as the most
helpful employee in the department.
Professional Experience
Serve American Express - St. Petersburg, FL
American Express is a global firm providing payments and financial services
to both consumer and corporate clients throughout the world.
Batch Processing Specialist
2013 to present
Batch Operations specializes in the monitoring, troubleshooting,
problem resolution and solution documentation of Batch Processing jobs. All
funds in and out of Serve flow through a batch job. We made sure all funds
flowed as intended to confirm a good customer experience.
Made most decisions for the beginning of this new team - created a
direction for a new team
Took external partners requests for application enhancements - worked with
external partners to create a good experience for them
Main contact for training the NOC to use MOVEit in their duties - able to
leverage a trained NOC to take over more Batch ops responsibilities
Created 90% of all documentation - this gave us the ability to troubleshoot
more accurately
Created the standard for documentation - this made us more productive
Network Operations Center analyst
2012 to 2013
Monitored the network infrastructure, servers and services running on the
servers - allowed us to fix a small problem before it becomes a big problem
If a technical conference call was required, we would host it and document
it - this allowed the support teams to concentrate on resolution
The tools used in the NOC were Oracle Enterprise Manager, Microsoft SCOM
and Solarwinds
Stream Global Services (now Convergys) - Tampa, FL
A global management firm that provides support services for large
companies.
Dell Prosupport technician
2009 to 2012
Supported Dell Prosupport customers with hardware and software issues -
good customer experience
If a hardware solution was in order, I would schedule a technician to go on
site and repair the product
If it was a software solution, I would work through the problem with the
customer - allowing the customers to get immediate resolution of their
problem
Rated the top in Customer Satisfaction on my team
Education, Certifications & Credentials
St. Petersburg Jr. College Help Desk Institute
Associate in Arts - Business Certified Help Desk
Analyst
Oracle Cisco
Oracle Internet Database Operator for Windows Cisco CCNA Boot
Camp
Novell Network General
CNA NetWare 4 Troubleshooting with the
Sniffer Network Analyzer
NetWare 5 Administration
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