Support Management

Joseph M. Haralson

***********@*****.*** 630-***-****

Summary

Professional IT Leader with 20 plus years of experience. Currently work in a vastly diverse Infrastructure and desktop environment at GE, increasing value through numerous Network and Desktop projects. Encourage a motivating and collaborative approach to task delegation, training, and guidance of successful service delivery teams, while executing business goals and SLA objectives.

IT Operations & Project Management

20 years of experience providing technical support for Fortune 500 companies.

Network Infrastructure, hardware, and numerous operating systems.

Project Management, Process Improvement, IT Service Management

Internet connectivity, VPN connectivity, Lan\Wan connectivity.

Email, Network data and database backup for compliance environment.

Desktop Support, software and hardware issues across various platforms.

Auto leasing, Banking,and Asset tracking environments.

Develop customer relationships and Partnership by creating best practices to improve communications.

Virtualization (VMware) introduced to reduce cost, setup time, and improve recovery time.

Required all Techs to us Wing to Wing Client follow through. Follow process from start to finish to assure customer satisfaction.

Accomplishments

Completed successful transition of Chicago Office Desktop Asset Management system to Microsoft SharePoint, eliminating backlogs and creating efficiency.

Process improvement to improve response time and eliminate lagging ticket queue for Desktop team with over 1700 users and 15 floors.

Responsible for Executive Support at GE Capital. Implemented One Touch and Quarterly Health Checks. One Touch is capturing all of the Executives hardware and software information once and placing it in SharePoint. Quarterly Health Checks looks for basic laptop and mobile issues like email, data storage, backup status, printer status, VPN access, and IOS device type to reduces executive calls, and increase uptime for executives.

Designed GE Asset Intelligence Network Infrastructure from ground. Worked with Cisco and GE router team to implement and configure switches and routers for network. Configured domain, servers and backup solution. and provided support for all servers and switches. Migrate Servers from Chicago to Plano, Texas for new corporate office. Virtualized all servers for move to smaller datacenter facilities.

PROFESSIONAL EXPERIENCE

Ge Capital, Chicago Il

Team Lead, Executive Support, 2014 to Present

Manage desktop team of 9 Techs in providing world class support for GE Chicago and it’s 1700 users spanning across 13 floors.

Manage the performance of L1 and L2 service and support and serve as escalation point person.

Partner with Offshore service desk team to ensure that process and procedures are followed using Service-Now helpdesk software.

Mentor, coach and train support staff.

Ensure Hardware assets are tracked and logged to uphold best practice policy for asset management.

Provide On-Demand and Pro-Active Executive support for over 130 Executives.

Provide Quarterly Health Checks for all Executive support personnel.

Work with Team and support groups to identify root cause for controversy cases and communicate back to business and customer.

Manage Tech-station, a one stop shop where users can walk-up and ask question. (an in-house IT Helpdesk) operating within agreed upon SLA's.

Manage imaging\re-imaging solution for GE Capital Chicago and GE Transportation

Mobile and Desk phone setup and support for GE office. GE uses MobileIron on Mobile phones.

Ge Capital Rail, Chicago Il

Sr. Network Engineer, 2010 to 2014

Manage Ge Rail Domain, Active Directory, Citrix, Veritas Net-backup, Symantec backup exec, VMWare vSphere and 4 remote sites on 2003 and 2008 server.

Manage Imaging Solution for GE Rail

Manage Desktop Support team

Cisco Telepresence support

Cisco unified messaging system. Configure all Cisco phones, Voicemail and phone numbers.

Cisco Aironet 1240AG Wireless Access Point installation and configuration

Manage Cisco 6500 series switches.

VPN, RSA and McAfee encryption management.

Town Hall and All employee meeting support

Manage and support Mozy backup solution for laptops.

GE Asset Intelligence, Schaumburg, IL

Network Infrastructure Team, Sept 2005 to 2010

Design GE Asset Intelligence Network Infrastructure for GE Asset Intelligence Domain.

Design Microsoft 2003 Active Directory layout for GE Asset Intelligence.

Consolidation of 70% of Servers to VMWare for Data center move to Texas

Veritas Cluster Storage Foundation Version 4.3 Support.

Veritas MSEO Tape Encryption Software Installed and Implemented.

Double-take HA system

Citrix Meta-Frame Presentation Server 4.0. Installed / Implemented / Supported.

Veritas Net-backup Enterprise Installed / Implemented / Supported for Business.

Cisco Aironet 1240AG Wireless Access Point installed and supported

Installation and support of Cisco Core (4506) and Edge (3750) switches

Nortel BCM 400 Voice/IP - Support all Phone/Voicemail Move/Add/Changes

EMC NAS ( Network Attached Storage ) management and configuration

RSA Management of GE Asset Intelligence public-key cryptography

Design Desktop Imaging Solution for GE Asset Intelligence

EDUCATION

Quincy College, BS Computer Science

Quincy College Business Certificate, Business Administration

GE Six Sigma Green Belt Certified

Cisco Certified Network Associate ( CCNA )

Veritas Netbackup

Microsoft SQL server

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