IT Analyst
Resume:
James Wright
SUMMARY
I have over 15 years of helpdesk/network administration experience. I have supported multiple OS and software packages. Including: Windows Pro,Windows 7, XP, IP Telephony, Cisco, MS Office Suite including Word, PowerPoint, Excel and Outlook, Lotus Notes, VPN issues, all hardware issues and other proprietary software issues. I also have experience with a multitude of ticketing systems including; Peregrine, Intouch, and Remedy . I have also had the pleasure of working with a multitude of troubleshooting tools such as SCCM, and Mainframe. I am versed in testing as well as packaging software, to rolling out packages in a timely fashion. I have a great ear for customer issues, and a knack for fixing problems. My troubleshooting skills are top notch and my experiences has taught me many shortcuts for identifying problems.
SKILLS
Software: PC-DMIS, (with use of ROMER arm) Datastage Director, Datastage Designer, Teradata SQL Assistant, Tidal, TuffOps, Plan for Every Part, CTIOS Software, CISCO VOIP IP telephony hardware/software, Microsoft Office Suite 2000/2003 (Word, Excel, PowerPoint, Outlook, Visio, Access), Lotus Notes, Clues, People Soft, Nortel Connectivity Client, Pro E, Workflow, Cisco VPN, RSA Securid Software Token, SCCM, Active Directory, CAD Cisco Agent Desktop, IP Telephony, Imap, IBM Mainframe, Peregrine, JCL, Mercury Q.C, Remedy and Ace.
Operating Systems: Windows 95, 98, ME, 2000 Professional, XP,Windows 7, MAC OS 9 & 10.
PROFESSIONAL EXPERIENCE
Amerit Consulting
Corporate Headquarters:
1331 N California Blvd
Suite 150
Walnut Creek, CA 94596
925-***-**** phone
June 29th 2015 to November 1st 2015
OSG Tidal level 2 administrator
Maintain Tidal Schedules
ran on-boarding meetings for new tidal customers
ran/held/restarted jobs within Tidal software
migrated Tidal jobs from different environments using Tidal Transporter
contact point for issues within Tidal
created calendars within Tidal
subject matter expert regarding Tidal software
Over all governance of processes to naming conventions, call lists and use keeping users within standards that have been approved per Caterpillar standard(s)
OBrien Steel
Machine Shop Production Planning
1700 N.E Adams st. Peoria IL, 61601
June 1st 2014 to June 25th 2015
Maintain orders within machine shop.
Verify parts in machine shop are on schedule date, and maintain due dates for both clients and O'Brien Steel
Find parts that are not within machine shop, having parts recut when needed, or fixed depending on issues with machines.
Route parts to machines based on length, width, and thickness
Work with management daily to guarantee both timely delivery as well a quality parts are delivered on time.
Check parts to verify that they are to blue print specifications
OBrien Steel
Quality Control Specialist
1700 N.E Adams st. Peoria IL, 61601
Feb 14th 2014 to June 1st 2014
Quality Control for OBrien Steel Machine shop.
PC DMIS progammer
Romer Arm Operator
Versed in Print Reading
Use of CAD models to run ROMER when appropriate
Use of PC-DMIS software to create models when none exist.
Verify machined parts are made to spec, and within tolerances
Verify that parts are made to spec using multiple hand tools during the design and construction of parts before 'official' inspection.
Amerit Consulting
Corporate Headquarters:
1331 N California Blvd
Suite 150
Walnut Creek, CA 94596
925-***-**** phone
June 5th 2012 to April 2013
Technical Analyst 2
Enterprise Information Management
Enterprise Data Warehouse
Extract Transfer Load
For Global Information Systems at Caterpillar
Use of Remedy on client site
Datastage Development
Lead Support and SME for Supply Chain Data Warehouse responsible for verifying that data sent throughout the environment was accurate and secure.
In depth knowledge of the transfer of information throughout the data warehouse environment
Datastage program creation for multiple programs throughout my time with Caterpillar Inc.
Teradata knowledge
Tuned SCDW teradata processes to decrease SCDW processing times, saving Caterpillar Inc. an average of 7 hours of processing time daily.
Tuned process for E.P Go Live processes shaving hours off of processing times daily.
On the Enterprise call list as a top support person for the technologies I supported
Part of the Regional Profitability Reporting support directly supporting quarterly runs as well as closing runs for all of Caterpillar Inc. financial processes within RPR.
Understanding of processes and flows of RPR including but not limited to the data passed through and finding discrepancies within the data for correction
Worked within the cloud using citrix for all of my tools within the Datastage environment
Familiar with Teradata SQL Assistant
Worked with Tidal scheduling software;
Inserted new jobs into Tidal.
Created rules for dependencies within Tidal Software
Transported job's within Tidal Transporter
held/reran/and troubleshot job failures within Tidal.
Retired jobs within Tidal
Worked with processing partners as well as other members of my team to make sure that we had no data loss
Attended improvement meetings weekly for the E.P go live initiative for Mach 1 and RPR, as well as suggestions for improvements for Supply Chain.
TEKsystems
1603 Tullamore Ave
Suite B
Bloomington, Illinois 61704
P: 309-***-****
T: 888.0719.8380
F: 309-***-****
Large Insurance Company, Bloomington IL
August 2011 – January 2012
Technical Analyst Network,
Contact Center Infrastructure, CTIOS non programming developer SFCTI Support 2.
Use of Service manager on client site.
Received training on CTIOS (Computer Telephony Integrated Object Server) Proprietary to insurance company.
In-depth knowledge of Hunt groups, skill groups, voice routing, IVR design and use from a top level perspective
In-depth knowledge of how the CTIOS interacts on a top level overview of infrastructure.
Involved in development of training documentation regarding end user use.
Issued software for distribution.
Tested CTIOS in development testing area, as well as a production development environment.
Packaged CTIOS for distrobution, as well as updates and changes to coincide with rollout
Scheduled software installs to coincide with rollout dates and worked to verify that software installed and performed per expectations.
Troubleshot issues with CTIOS from a client level perspective using remote access to check logs on client computers.
Created Knowledge Items for descriptions of how to troubleshoot the proprietary CTIOS for level 1 use.
Focused on Tickets ranging from customer unable to make calls to mysterious dropped calls that spanned the infrastructure from Voice Gateway, to ICM to PG’s to The CUCM (Cisco Unified Call Manager) or client CISCO telephone.
Followed up with customers to verify that fixes made concluded issues in a timely fashion.
Maintained SLA and OLA’s for the customer, working with Service Desk Coordinators and multiple levels of both lower and upper management as needed for resolution.
Worked with Testers and Programmers intimately to identify and resolve issues within the VOIP infrastructure.
TEKsystems
1603 Tullamore Ave
Suite B
Bloomington, Illinois 61704
P: 309-***-****
T: 888.0719.8380
F: 309-***-****
Large Insurance Company, Bloomington IL
June 2011 – July 2011
Technical Analyst Network,
Contact Center Infrastructure Support-Systems Technology
Project Management 2
Use of Service manager on client site.
Received training on many different aspects of client VOIP.
Received admin access to MIND database, and in depth training on use.
Was a part of Train the Trainer training and usage of VOIP concerning rollout.
Received router access and training for installer support.
In depth knowledge of hunt groups within client.
Worked tier 2 tickets and engineered results with close relationships with router groups as well as systems groups for known issues with VOIP from Static on lines to CUCI-Link issues.
In depth knowledge of VOIP, CUCI-Link, Cisco IP Communicator, the Cisco 2811 and 2911 router.
Worked with 3rd level to design KI’s for troubleshooting VOIP issues.
Volt,
401 SW Water St #101,
Peoria, IL 61602
June 2010 – June 2011
Caterpillar Help Desk
Receive inbound phone calls from Caterpillar employees for Level 1 and 2 Support.
Use ticket system Peregrine to enter the ticket for every call.
Remote access using SCCM and active directory to repair or fix customers issues.
Take 30-35 calls a day with talk time of 9-12 min.
Maintain resolution rate of 65-70%.
Support office network, software, and printers.
Security verification and reset passwords.
Used Active Directory and troubleshot server issues within Caterpillar's framework
Support and troubleshoot all CAT applications.
Troubleshoot the MS Office Suite 2000/2003 including MS Word, Excel, PowerPoint, Access and Outlook.
Troubleshoot and support Lotus Notes email, and the Sametime Instant Messaging System
Troubleshoot any VPN issues.
Troubleshoot and support Windows XP and 2000, 2003 server.
Troubleshoot mainframe, printer, access and login issues as well discovering errors for customers when they need access to screens but are not sure what they need.
A part of 4-Engineer supporting engineering applications and issues such as Pro/e Teamcenter Mockup, Vis Base, as well as other applications as directed.
Volt
401 SW Water St #101,
Peoria, IL 61602
February 2008 – February 2009
Caterpillar Help Desk
Receive inbound phone calls from Caterpillar employees for Level 1 and 2 Support.
Use ticket system Peregrine to enter the ticket for every call.
Remote access and repair or fix customers issue.
Take 30-35 calls a day with talk time of 9-12 min.
Maintain resolution rate of 65-70%.
Remote access using SCCM and active directory to repair or fix customers issues
Used Active Directory and troubleshot server issues within Caterpillar's framework
Support office network, software, and printers.
Security verification and reset passwords.
Support and troubleshoot all CAT applications.
Troubleshoot the MS Office Suite 2000/2003 including MS Word, Excel, PowerPoint, Access and Outlook.
Troubleshoot and support Lotus Notes email, and the Sametime Instant Messaging System
Troubleshoot any VPN issues.
Troubleshoot and support Windows XP and 2000, 2003 server.
Mediacom,
611 S 4th St,
Chillicothe, IL 61523
August 2006 – November 2007
Telephone Activation Specialist
Received inbound calls from customer to resolve issues with telephone orders.
Worked with Telephone Partner Sprint to resolve issues.
Worked Excel spreadsheet to call customers back about problems with phone orders.
Pulled emails from inbox and resolved issues.
Worked escalated customer issues appointed by supervisor.
Took 25-30 inbound and make up to 45-50 outbound calls in a day.
Assisted Tier 2 with inbound calls and troubleshot issues.
Mediacom,
611 S 4th St,
Chillicothe, IL 61523
May 2002 – August 2006
Tier 1 Internet Support
Received inbound customer calls for internet and email support.
Worked with Windows 98, ME, 2000, and XP.
Supported Computer Associates Security Suite (Antivirus, Firewall, Antispyware).
Setup of Windows Outlook Express for email.
Scheduled Technician for repairs.
Took 45-50 calls a day with average talk time of 5-7 min.
Assisted Tier 2 with calls and troubleshot issues with technicians.
Insight Communications
Out of Business.
Network Administrative Assistant
February 2001 – September 2001
Setup, maintained both servers, and dumb terminals for the media sales department.
Assisted Network administrator with maintaining all functions of computer communications in the office environment.
Encoded commercials and media spots for local and national businesses in and around the Peoria area.
Assistant Director and technical advisor for the Gary Porter show.
Inserted commercials manually for all Cubs games on WGN (channel 9).
EDUCATION:
G.E.D Diploma 1992/93
ICC: Started attending ICC approximately Jan. of 96
Received technical training as a Cyptological Technical Operator in the U.S Navy (99/2000)
Started Robert Morris College in the fall of 2003 with a major in networking.
Went back to ICC in 2004
I am still pursuing further education.
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