Peter Venters

**** ******** ** #****

Dallas, Tx 75202

ad3kpk@r.postjobfree.com

SUMMARY

I have a vast background in various areas in the technical and administrative environment. I have a strong management style, which supports the departmental policies and procedures of today's corporations. I have a support background with a level of design and development discipline. I have a strong work ethic and I am driven by results. I handle multiple tasks simultaneously. A self-motivating, team player who is people oriented with strong decision-making skills and tolerant of unfavorable situations and circumstances.

EXPERIENCE

02/2012 – 12/2017 – Computer Science Consulting

Support Analyst I and Analyst II

• Supporting Textron and Verizon Business Enterprise Users and Leverage Accounts

• Provided a high level of Customer Satisfaction with 98% first call satisfactory rating

• Assist Management with achieving a lower SLA with Lean concepts and implementations

• Provide a high level of Client retention with an educational and informative resolution

• Resolved escalated issues and

• Also escalate issues to the appropriate tech personnel

• Train new and existing agents

10/2008 – 12/2011 - Siwel Consulting - Contract

Helpdesk Analyst

• Supporting Verizon Wireless, Telecom and Business Enterprise

• Providing Helpdesk Support Nationwide for Verizon employee from

Headquarters to Retail Store

• Working with Verizon Software Enterprise and POS systems

• Performing Active Directive duties

• Providing 2nd level support with daily projects

• Researching and resolving company IT related issues

• Testing and documenting quarterly software releases

• Management Present weekend duties

10/2007 – 7/2008 - Buchanan Associates - Contract

POS Analyst

• Provide First and Second level technical support to AAFES Clients worldwide

• Supporting GPOS, SPOS, RPOS and GSOPS environments

• Assist clients with installs, configurations, Front and Back Level support

• Assisted developers with Implementations, Installs, Modifications and

Enhancement Projects

7/2007 – 9/2007 Robert Half Inc – Michael’s Arts and Crafts - Contract

POS Analyst II

• Support all Michaels POS environments nationwide.

• Responsible for software and hardware implementations.

• Responsible for POS installations, configurations, conversions and setups.

4/2007 – 5/2007 Six Flags Corp – Contract

POS Analyst II

• Primary support for POS system for the Eastern Region Theme Parks

• Responsibilities included installations, configurations, implementations, building,

setups and troubleshooting POS Terminals and Servers

• Networking and connectivity related issues

• SQL Database support

• 50% Travel

9/2006 – 4/2007 Radiant Systems - Contract

POS Analyst I

• Primary support for POS system.

• Providing software and hardware support for Front and Back End

• Installations, Configurations Setups and Training

8/2005 – Present Dallas Independent School District

Permanent Substitute Teacher

• Substitute for Madison High School History Department

• Achieved Excellent Honors for TAAS

1/2005 – 4/2005 Ventura, Telvista, Grapevine, Tx

Tech Support II - Contract

• Leverage for Verizon DSL and Wireless residential customers

11/1999 – 5/2004 Caremark, Richardson, Texas

IT Application System Analyst\Software Development

• Primary Developer for the CRM\STARS Benefits screens, which consisted of

designing, constructing, configuring, coding, implementing, testing and

modifying existing screens in a Siebel development environment

• Reviewed, analyzed and evaluated business systems and user needs

• Formulated systems to parallel overall business strategies.

• Consult with users to identify current operating procedures and to clarify business

objectives

• Provided detailed description of user needs, program functions and steps required

to develop or modify computer programs.

• Wrote documentation to describe program development, logic, coding and

corrections

• Performed installations and wrote manual for users to describe operating

procedures

• Conduct project implementation timelines

• Work with Developers and various departments to ensure requirements are

implemented to business needs

• Provide technical assistance in customizing and implementing the CRM package

globally

• Communicated regularly to Manager and Director of Solutions Integration

• Also performed Departmental testing in a SIT environment

• Performed system migrations and instrumented conversion in the Siebel

environment. Monitored users for everyday usage and statistics.

• Monitored Telecom equipment for the business and the CRM department.

• Responsible for installation of Telecom software on the Server and user level

1/1999 – 11/1999 EDS Plano, Texas

Business Analyst II

• Provided first and second level support for multiple corporations with Motorola

Inc being the primary leverage

• Duties included configurations, setups, installations, analyzing, debugging,

testing, administration

• Leveraging support for NT, 95, Novell, Linux, Unix, PeopleSoft, and other

databases and software

Promoted to Night Lead

6/1995 – 12/1998 Vartec Telecom Inc. Dallas, Texas

Computer Operation Manager

• Managed a team of technical support personnel in a 24\7 environment

• Implemented policies and procedures regarding how problems are

identified, received, documented, distributed and corrected

• Responsible for administrating, directing, planning, organizing, staffing,

scheduling, training and coaching personnel

• Established department policies and procedures

• Evaluated and review employee's performances

• Worked with Programmers on various company projects

• Attended weekly meetings and special sessions

• Interacted with vendors on hardware and software related issues

• Provided analytical data to various departments

• Audit nightly backups and operations

• Designed and audit data library. Processed and distributed Monthly

Reports

• Maintain employee database through Active Directory

• Processed C.A.R.E. information. Processed and prepared Calling Cards

• Manipulated and collected Call Records for company use

• Monitored IVR, SQL Databases, Multiple servers (NT, Win95, Novell,

Linux), Equinox, Fraud System, PBX and Surveillance equipment

EDUCATION \ CERTIFICATIONS

Bachelor Degree, Marketing BBS – Lamar Univeristy

Siebel eBusiness – Siebel University

Productivity Point

Networking Essentials, Supporting Win95, Supporting WinNT Server 4.0

Enterprises, Administrating WinNT 4.0, Supporting WinNT 4.0 Core and

Interworking TCP\IP WinNT 4.0.

MCP

GreenBelt – Six Sigma

Contact this candidate