Customer Service Information Technology

Location:

Lansing, KS

Posted:

February 18, 2016

Contact this candidate

Resume:

Joseph Nitchals *** Highland Rd Lansing, KS ***** 913-***-**** – *********@*****.***

Education

University of Kansas – Lawrence, KS Graduated 12/15/2011

B.S. in Business Information Systems GPA: 3.16/4.0

Employment with College Studies:

Student Helpdesk Technician (2009 to 2011): Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

Vice President Information Systems Club at Kansas, (2009 to 2011): Helped rejuvenate the failing club from 8 members to 35 members. During time as Vice President I also helped take on tasks such as helping KUIT with monitoring of servers, installation of new software, and updates for patches to the University Network.

University of Saint Mary –Leavenworth,KS- Graduated 12/13/2015

MBA Enterprise Risk Management GPA: 4.0/4.0

Technology Summary

Certifications:

SharePoint PowerUser- Centriq; MS 331 Core Solutions of Microsoft SharePoint Server 2013- Centriq; ITIL Foundation-Centriq; Developing Microsoft SharePoint Server 2013 Core Solutions- Centriq

Systems:

Windows 10,8/7

Databases:

Oracle, MS SQL Server 2008 R2, MS SQL Server 2012 R2, Jenzabar

Software:

Programming :

MS Project, MS Visio, MS Office, Lotus Notes, MS Silverlight, Active Directory, Jenzabar EX, Infomaker Reporting, PowerFaids MS SharePoint 2013, SQL Server 2012, SharePoint Online, Office 365, SharePoint Designer, AvePoint Meetings, Infopath Forms Builder, Nintex Forms, Salesforce.com, KeyScan, Cbord Odyssey, Micros POS

SQL Programming, Powershell, jscript

Work Experience

University of St Mary – Deputy Director of IT, Leavenworth, KS June, 2015 – Present

Supervisor: Kevin Gantt

Advises Director and Administration on information technology issues

Analyzes technical business processes and solutions

Develops, recommends and implements strategies to meet diverse university computing needs

Oversee, design, and control the process/es for supporting the delivery of strategic information technology services and helpdesk solutions. Monitor and analyze operational metrics. Implement continuous improvement methodologies to include corrective actions, as needed.

Direct implementation and execution of new/upgraded information systems via well-defined plans including procedures, deadlines, and accountability for Director

Develop and update business continuity of Information Services Processes

Evaluate and implement IT procedures and equipment for maximum efficiency and cost containment.

Ensure users/customers are provided professional, courteous, and timely support and service.

Ensure functional data processing support for organization through: reports, maintenance and updating of equipment and software, maintenance of membership and donor records, design and organization of data, troubleshooting, project scheduling and monitoring, on a daily basis, work status.

Assists in management and implementation of university technology projects

Acts as a liaison between departmental end-users and programming personnel in the analysis, design, configuration, testing, and maintenance of ERP modules to ensure optimal system performance.

Administers university systems to include but not limited to ERP, CRM, SharePoint, Office 365, Point of Sale, and Security Door Access on an as need basis

Perform other related duties as assigned by the Director.

Oversee key technical areas within ERP software

Operational oversight for managers, teams and staff including mentoring and growing staff.

Work collaboratively with multiple constituent groups to build shared ownership of information technology service across the organization through credibility and trust.

Manages contracted resources and vendors to manage cloud services including Service Level Agreements as well as creation of RFPs and SOWs for new services or evaluation.

Keep abreast and current of technology developments, policy changes, regulations affecting compliance, and trends.

Continually assess ERP process for weaknesses/deficiencies and architect improved processes/procedures for operational excellence

Demonstrate a commitment to service excellence, innovation, student success, integrity and diversity in the performance of job duties

University of St Mary – Application Administrator, Leavenworth, KS October, 2012 – June, 2015

Supervisor: Kevin Gantt

University SME on Office 365

Administrate Office Administrator for 1500+ users

Planned and Developed Hybrid migrate from on premise Microsoft environment to Office 365 to include Exchange, Lync, and SharePoint online for 1500 users

Experience using MigrationWiz with initial deployment

Develop SharePoint workflows, site setup, and permissions administration

Leveraged 3rd party apps such as Nintex Forms and AvePoint to improve site applications

Developed University Site templates for staff, faculty, and committees

Determine overall SharePoint site design and structure, monitor web site functionality, security and integrity, troubleshoot and resolve problems.

Salesforce.com Admin for admissions based CRM

Administrator for Filebound Imaging Solution

Created and developed document routing workflows

Developed file structure of separators and dividers for Candidate Records and Student record imaging projects to hold transcripts, award letters, and applications for students

Developed file structure of separators and dividers for HR Project to hold all payroll, HR, and employee benefit information

Analyzing system logs and identifying potential issues with computer systems.

Introducing and integrating new technologies into existing data center environments.

Performing backups and routine audits of systems and software.

Applying operating system updates, patches, and configuration changes.

Installing and configuring new hardware and software.

Maintains University Active Directory and Account Creation

Implemented Self Service Tool for password resets

Controlling and monitoring user access to the database

Generating various high level reports for University President and Vice Presidents

Maintains and develops student web portal and learning management system

Lead Technical staff over Registrar, Financial Aid(PowerFaids), and Admissions department

Maintain projects for both large and small groups ranging from 3-12 staff and faculty members

Lead Project Manager for University One Card System(CBORD) designed to bring POS(MICROS), Security Access(KEYSCAN), Campus Printing(PaperCut), and Campus vending together

Research various training and publication sources including on the job, vendor provided and others, and acquire and maintain a good working knowledge of currently available Internet technologies.

Provide user support for IT equipment, software and system applications

DekMobi –Consultant(PartTime) KS January 19, 2015- December 2015

Consult on O365 projects to include Exchange and SharePoint Migrations

O365 Onboarding Projects for 3 clients of 20-100 users

Experience using MigrationWiz and BitTitan with initial deployment

Develop SharePoint workflows, site setup, and permissions administration

Provides customer support and administration for O365 environments

Kansas Army National Guard –Cadet, Lawrence, KS January 19, 2013- December 15, 2015

Commanding Officer: Michael Hayes

As acting Platoon Leader manages 35 Infantry Soldier to include 4 Bradley fighting vehicles($12 Million in property)

Helps create monthly training plans for group of 70 dismounted soldiers

Accountable for $15 million dollars in sensitive items and equipment

Graduated Basic Combat Training 30 May 2013

Top Secret Security Clearance

Graduated Leadership Development & Assessment Course July 8 2015

Fastenal- Sales Rep- Leavenworth, KS July 2011- October 2012

Supervisor: Dan Bamfield 913-***-****)

Increase of sales by over 25% during time as a sales representative.

Developed key strategies to analyze customers’ problems and needs, as well as expanding business with current customers.

Negotiate and sign contracts with both vendors and customers through purchase agreements.

Set up and maintain accounts through customer relations.

Developed strong customer service skills.

Enter ordering data into multiple automated databases in order to keep track of both stock levels and outgoing items.

Conduct researches pertaining to new products and customer supply problems for the purpose of taking new products on sales calls to customers.

Perform stock level inventories to stay in accordance to auditing standards.

Determine the appropriate stock levels and classes needed for non-recurring specialized items, so that over ordering did not take place.

Microsoft and Rice Company. –Student Rep, Lawrence, KS September, 2010 – March 2011

Supervisor: Nina Beardsly(****@**************.***)

Heightened client relations and advisory skills as a product demonstrator.

Advanced business communication and team work skills through working with University students and Microsoft employees to reach a common goal.

Mastered Microsoft products including the Office Suite and Windows 7.

DST Systems Inc. –Flex Time Associate, Lawrence, KS May, 2010 – July, 2012

Supervisor: Ben Cropp785-***-****)

Developed attention to detail and ability to quickly adapt to new software systems

Purchased funds into shareowners accounts and maintained accurate shareowners’ records, while developing a strong understanding of information systems and their use in the workplace

Gained a strong working knowledge of legal issues that face investors, mutual fund companies, and transfer agents.

Department of Veteran Affairs –Student Clerk, Leavenworth, KS February 2009 – March 2010

Supervisor: Sharon Scanlon 913-***-****)

Assisted accounting department in processing hospital employee payroll.

Developed a new database management system for prior year accounting documents.

Appointed head student for 5 months as a supervisor of 4 student employees.

Responsible for legal risk control of employee sensitive information.

Migration Projects

Abel Pest Control (Sept 2014 Migration)

6 Users from POP accounts to Office 365

The Branding Stop (March 21 2015 Migration)

13 Users from BlueHost(imap) accounts to Office 365