Technical Support Help Desk

Louis Wynn

***** *. ******* **.

Aurora, Colorado 80013

SUMMARY

I am a Technical Support professional with over 25 years of experience in various fields. I have held positions such as Help Desk Engineer, NOC Technician, and Computer Operator, and am expert with datacenter responsibilities and tools. My customer service skills are excellent and I possess the technical aptitude to pick up new technologies in minimal time.

MILITARY

United States Navy - Vietnam Era Veteran - 06/71 to 06/75

Radar/Radio-Telephone Communications

Electronic Warfare Technician

US Navy Reserves 7/75 – 6/85

EDUCATION

Metro State College, Denver Colo. - Computer Science - 1977 to 1979

Did not Graduate

ATU, Denver Colo. - Computer Programming - 1979 to 1981 Graduated

Certificate

LeaderQuest, Denver Colo. - A+ Certification - 2009 Certificate

Aurora Community College - IT Professional Courses - 3/13 to 6/13 (continuing)

TECHNICAL SKILLS

Cisco Telepresence, Onward, REM, Citrix Access Platform, Service Desk, Microsoft Outlook, Softoken-II & VPN Client, Webex, Cisco IP communicator, CMI, Tivoli, Oneview, Lotus Notes, Managenow, AIX, Salesforce, AS/400, Outlook XP, Active Directory, Kronos, Remote Desktop, IMS Ticket, Remedy 7, 2000/XP, Microsoft Office Suites, UNIX, SQL and DOS, HP Openview, HP BAC(Business Availability Center 7.01), Veritas, Netbackup. SRM/SAP

WORK EXPERIENCE

Colorado Department of Transportation 07/2020 to 12/2023

IT Applications Support Analyst

1.Assisted with the end-of-life process for the SUSS portal and worked with the Beta testing team for the implementation of the BidNet Direct, Phase I, BtoG platform which replaced the SUSS portal as our bid posting and bid submission platform.

2.Assisted Construction and Professional Services vendors with navagitating the new BtoG platform, which allows these vendors to submit their pre-qualifications online.

3.Completed training with the Vendor Master team to assist with creating vendors in ECC and SAP. This includes verifying required documentation(current W9,and if the vendor is a business, a current copy of the Certificate of Good Standing( from the Colorado Secretary of State) and if required, a completed copy of the ECH/EFT authorization( along with a voided check or bank letter). The W9 is then verified as being completed correctly, and if so we will then check to see if the vendor is currently set up as a vendor. If the W9 does not match our criteria, it is returned to the requestor to provide a corrected W9. Once the corrected W9 is confirmed, we will then check if the vendor is currently set up in SAP, using company name or other means, using either T-codes XK02 or XK03. If no vendor is found, then we will do a TIN match using the IRS website. If the match fails, the requestor is contacted to correct the problem; either name or spelling, incorrect TIN, or other problem. Once the TIN match is successful, the vendor is created using T-code XK01, and then verified prior to notifying requestor the profile setup has been completed.

4.Work with the Storeroom Procurement Agent informing vendors of Price Agreement renewals, and updating corresponding spreadsheets

5.Process requests to liquidate and close out PO’s

Dataconcepts / Colorado Department of Transportation – 06/15 to 07/2020 (Contract)

Help Desk Support

1. Monitoring the DOT SRM Help email to troubleshoot and address issues identified by the vendor community in using the portal.

2. Working with vendors to provide assistance in creating accounts in the portal, creating and submitting bid responses and registration/pre-qualification responses. Contact with vendors may be via email, telephone and/or screen sharing software, such as Join. Me or Zoom

3. Acting as the contact resource between the CDOT technical support team and the vendor to report and resolve system errors.

4. Supporting the CDOT procurement and engineering contract staff in learning the portal functionality in anticipation of handing off support services to CDOT staff.

Insight Global/Comcast – 09/14 to 06/15 (Contract)

Customer Security Assurance

Work with external customers as well as other email and telecomm related companies about issues related to security, SPAM, phishing, copyright violations, email issues, etc. Also educate customers on security guidelines, usage policies and best practices

Superior/PayChex - 02/14 to 09/14 (Contract)

Technical Services Rep

Provide telephone support to users utilizing the PayChex series of online Payroll, Human Resources, Time and Labor, and Benefits websites. Assist with creation, and maintenance of said accounts, including password and pin resets. Also performed troubleshooting on all in service issues that may arise.

Modis/Catholic Health Initatives - 11/12 to 2/14 (Contract)

Technical Services Analyst

Load tapes to support production jobs using established procedures.

Execute batch jobs per operational requirements and standards.

Ensure all daily, weekly and monthly, batch, and other critical

processing is done according to pre-defined service levels and expectations.

Provide telephone support to requests coming into the data center, and

escalate according to established guidelines.

Contact this candidate