Support Manager

SUMMARY

Innovative support leader for Information Systems, Employee/Customer Training domestically and internationally.

Highly skilled in process analysis, tracking and managing incidents to conclusion.

A proven leader with skills in IT Service Management, Client Management and Program Management.

Experience working with vendors and 3rd party suppliers to ensure quality service level, providing leadership, planning and scheduling of all projects and services.

IT Support for multiple industries: Pharmaceutical, Non-Profit, Oil/Gas, Utilities, Financial Services, Tool Company, Retail, Healthcare, Educational, Manufacturing and Telecommunication companies.

EDUCATION

Dallas Baptist University

Bachelors – Business Administration – Management Information Systems

Masters Certificate Healthcare Management

Certified TX Educator

Certified AT&T Definity Administration

KEY BUSINESS SKILLS

AS/400 Administration (BPCS/ISeries)

Collaboration/Change Management

Problem/Incident Management

Supervisory/ Leadership

IT Support (Customers/Users)

Vendor/Customer Relations

Develop Standard Operating Procedures

Employee training – Domestic/International

IT Service Level Management

Effective Corporate/Branch Virtual Team Leader

Hardware upgrades

D/R Support

Process Development

Voice/Data Management

PROFESSIONAL EXPERIENCE

TRINITY INDUSTRIES/JOHNSON SERVICE GROUP (CONTRACTOR) 02/2014 – 6/2016

PPAP Coordinator

oExtract BPCS data/create reports using BCD tool

oRun/upload MPR/MRP reports; Update BPCS Item Notes.

oTrained Engineers on BPCS v6 system applications.

oAnswer inquiries regarding PPAPs (Production Parts Approval Process): Customers, Suppliers & Plant Managers.

oUpdate spreadsheet to track PPAP parts and their progress in the PPAP system.

oCreate Standard Operating Procedures/Work Level Instructions.

oPrepare presentations/Metric reports/Training Documents/ edit & run Tableau Packaged Workbook.

oUpload final approved copies of Parts Submission Warrants onto portal site/ Add parts to critical parts (existing) list.

oSchedule/Key Participate Supplier Quality Management Team Meetings.

oEmail weekly graphs/tables to team (graph of critical combinations approval status, table of critical combinations stage

oRun Buyer Shortage Report/upload to portal; SCARs (Supplier Corrective Action Report).

oBPCS Purchase Order follow-ups: Buyers & Plant Managers.

oRefresh list of part/supplier combinations based on purchase order information in the last year.

oWork with engineering, purchasing to determine next wave of PPAPs to perform.

oPrepare presentations/Metric reports/Training Documents/ edit & run Tableau Packaged Workbook.

oVerify/correct part numbers/vendor numbers/vendor names.

oDPPM (Defective Parts per Million) calculations; MPR/MRP (Material Problem Report/Requirement Planning; SCARs.

oTrack Debit Memos/Vendor Agreements; update Supplier information: Oracle database.

oDepartment SharePoint Administration: Create Announcement, Links, web pages, upload/edit documents.

ATOS IT SOLUTIONS 07/2007 – 09/2013

Problem Manager/System Administrator (Data Center/Home Office)

oWork with OS/400 utilities monitor system activity on several L-Pars, implement MKS codes.

oPerform daily/incremental/full system backup (AS/400)

oSystem/software upgrades, load/apply PTF’s, restore libs/objects, FTP files, ROBOT Scheduler, Navigator, L-Par admin/support, check system hardware resources, implement/monitor system cutovers.

oHelp desk tasks: create/close tickets, run/verify jobs, print reports, forms, complete helpdesk tickets via e-mail & phone requests; Create/modify queries.

oExtract AS/400 data: Excel/MS SQL; Extract Server data & create dashboards via Excel

oAS/400 Administration: Hardware/Software support, system backup, User setup, connectivity, L-Par support.

oMonitor AS/400 servers for multiple accounts: DASD and CPU performance.

oLoad/ test operating system and application software releases and fixes - test and productions environments.

oPerform and verify system backups -BRMS; Batch scheduling – ROBOT Scheduler.

oAssist in installation, configuration and maintenance of hardware, software, networked devices and AS/400 client-access software, journaling, mirroring software.

oNOC Support: Tape mgmt.; Escalate/support Sev1/Sev2 incidents: (bridge calls & major incident meetings)

oCoordinating, leading and motivating a diverse cross-functional support team.

oTrained/support Customers/Clients: (AS/400 – BPCS/ISeries platform).

oCreate Standard Operating Procedures/Work Level Instructions Plan, implement and promotes process improvements.

oManage De-commission and disposal of about 2000 Servers, Desktops and Network equipment from about 45 different data centers and remote sites, Review current De-commission process and develop improvement initiatives to reduce costs and improve efficiency.

oManage end to end De-commission process by engaging Network, Release Management, Monitoring, Active Directory, Asset Management and SAN Teams to ensure Servers are following the established WLI procedure.

oSubmit necessary Change Control documents and secure approvals prior to initiating de-commission steps.

oCo-ordinate positive verification & identification of correct assets prior to hardware de-rack from Server rooms and data centers to prevent production issues

oWork with Data Center Operations Staff and Vendor towards pickup of Server hardware from major sites, removal of sensitive data and successful completion of hardware disposal.

oChange/Incident Management of scheduled projects: CMDB

o Key participant in Disaster Recovery exercises.

oManage the planning/scheduling of software upgrades/rollout; install/cutover of new systems (voice/data systems)

oDefine root/cause analysis in more complex problems.

oTracking major incident analysis: root cause analysis to conclusion

oCreate Standard Operating Procedures/Work Level Instructions/Run Sheets/Training Manuals/work flow process.

oTrained internal and remote Employees Domestic/International

oControl-M Support: Platform setup/Rerun/delete/hold jobs, calendar changes

oProvide feedback to global Business Excellence (BE) units – Major Incident calls

oReport writing, create historical reports, audit reports

AMERISOURCE BERGEN 5/2006 – 7/2007

System Administrator/Team Leader

oMonitor/update EDI transactions.

oRun Material Planning Reports

oExtract AS400 data/create reports via BaaN

oMonitor OS/400 utilities system activities.

oPerforming AS/400 system backups and monitoring

oTraining/mentoring system operators.

oUser training/support.

oHelp desk tasks (Remedy): create/close tickets, run/verify jobs, print reports, forms, complete helpdesk tickets via e-mail & phone requests.

oReset accounts: network/VPN / Baan/AS400 Profiles.

o Perform tape backup/ run jobs/ vary on/off devices/ troubleshooting/ upload/download file transfers.

oCreate Standard Operating Procedures/Work Level Instructions/Run Sheets/Training Manuals.

oMonitor/update data - Servers: SQL/ Goldmine/ Get-Paid/Dashboard.

EL CENTRO COLLEGE 8/1995 – 5/2007

Instructor

oTeaching technical courses on class/online: AS/400 Operations/MS Application/Cisco/Corel WordPerfect.

oDeveloped and maintain course curriculum/syllabi/exams/ projects/tours.

oTrain New Instructors (Jail Program curriculum).

oAssisting in college lab: troubleshooting system problems, printer problems, set-up of User ID’s, monitoring the activity on the main system (AS/400), assisting students with software/hardware problems.

oConduct class lectures.

CARROLLTON/FARMERS BRANCH CAN ACADEMY 3/2005 – 5/2006

High School Teacher

oEducating High School students in the subjects of Reading/Tech Writing/ Basic Computer courses.

oCreate weekly lesson plans, develop/maintain course curriculum.

oConduct Class lectures.

oFollow course curriculum provided by TEA: develop/administer exams and projects, lecturing, TAKS tutoring.

DEANS FOOD COMPANY 1/2003 – 9/2004

Help Desk Analyst/EDI Coordinator

oEnd-User support: Active Directory; AS/400 (BPCS) & desktop software. First line phone support, Printer maintenance: changing toners, fuser oil units, fuser kits, & cleaning.

o Scheduling meeting on Lotus Notes Calendar, Notes e-mails assistance.

oMonitor EDI transaction, update/reset data streams, correct outbound/inbound interchange errors.

oProcurement assistance.

oEnsured service levels were met in compliance with service level agreements.

oNetwork tasks: enable acct/ reset passwords - User Manager/Active Directory/ Virus scans.

oRun Virus Reports

oAS/ (BPCS) operation tasks: updating/running queries, deleting User Profiles, Enable/reset sessions & profiles, changing job priorities, vary on/off devices, & change/delete User profiles.

oTechnical support: data/voice support/ website support/Unicenter AHD Call tracking system/Secure VPN support.

ZALE CORPORATION 4/1997 – 1/2001

Telecommunication Supervisor

oManage employees’ workflow: Corporate office/1200+ stores/ national/international branch offices.

Manage local voice environment: ordering equipment/ system upgrades/ services/IVR programming/Vendor selection/ contract negotiation/bill analysis.

oPlanning/organizing work orders/ timesheets/ schedules/ project management.

oMaintain In-house database (Access)-create/update queries & reports.

oMonitor service/trouble ticket system/ approve all domestic installs: move/adds/changes.

oAssist in new store set-ups; POS (Point of Sale) systems.

oInstall desktop paging software/User training: software/help desk support/ POS support - telecommunications/information systems.

o AS400 (BPCS) User Support: Create/run reports & queries/vary on & off devices/ troubleshooting/ User training/ Electronic File Transmission/upload/download file transfers.

oManage all telecommunication contracts.

VISITING NURSE ASSOCATION 4/1990 – 4/1997

System Administrator/Telecommunication Supervisor

oTrained Nurses: System/applications

oHelp Desk Manager: Implement help desk procedures; track ticket activities; coordinate training; monitor problems.

oAS/400 Administration: Create/delete User profiles: grant application authority, office authority.

oWork with OS/400 utilities Monitor system activity.

oCreate: subsystems/out queues/ print queues/ printer connections/ load & apply releases apply PTFs/ assign node addresses to correspond with network setup.

oRunning voice/data cables.

oMonitor/arrange batch jobs/ print jobs/ recovers system failures/performs daily & complete system backups/decollates reports, print checks create reports AS/400 query.

oProgramming/updating voicemail system – AT&T Definity G-3.

oManaged all system cutovers for corporate and branch offices.

oManage remote telecomm Administrators/monitor service trouble ticket system/ approve all local & remote installs: move/adds/changes.

oDeveloped & implemented all training documents for the voice systems.

oInitiate/lift moratorium/enter & run EOM billing/ monitored paper flow/ create query reports.

oLead Call Center setup: software/hardware.

oDeveloped alert system for calls in queue.

oCreate reports: Daily & Monthly/Management requested/ad-hoc reports.

oPatient Scheduler/ Flu Clinic Manager (store locations).

Software/Hardware Experience:

BPCS/ AS/400/I-Series

Control-M

BaaN

Adobe Photoshop

Robot Scheduler/Navigator

SharePoint

Microsoft: Word/Excel/Access/Project

Visio/One Note

BPCS/Gentran/EDI

HEAT/Remedy/Lotus Notes/Clarify/Unicenter

CA Service Desk Manager-12

Service Now

CA ITSM (Services Mgmt.)

Web Services (BizTalk)

TMS(Tape Mgmt. Sys)

HP-RUM

BCD Spool Explorer

Tableau (Run Reports)

Salesforce (online training)

Minitab (online training)

MS Lync (trained offsite/offshore employees; Global meetings)

Cisco Networking (Trained: Richland College; Taught: El Centro College)

Monitor/update data - Servers: SQL/ Goldmine/ Get-Paid/Dashboard/I-Series

BRMS

SAP

In-house LEAN Training (Atos Global)

Oracle-R12 (Trinity Corp training)

Showcase

Configuration Management Database ( HP-CMDB)

Goldmine

Snipping Tool

Skype for Business

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