Help Desk, Security Administrator, Asset Management,Project Management
Resume:
MICHAEL G. TATERA, MCP, MCPS, CPH
Waukesha, WI
adcfgp@r.postjobfree.com
Objective: Responsible positions in the MIS IT PC, Network, Help Desk, Security Administrator, Asset Management, Project Management, HW/SW Installations/Upgrades/Rollouts/Deployments, Technical Support Analyst/Management, Horticultural Management Fields.
Experience:
Recently gained college accredited certifications as a Certified Professional Horticulturist and also in Advanced Horticulture Production.
Apex Systems November 4th, 2019 – February 4th, 2020
Worked at Veolia for local office and Houston WinX Migration
300 North Executive Drive, Suite 101
Brookfield, WI 53005
Desktop Level 2 Windows 10 Migration Specialist
Robert Half Technology – August 9th to August 22nd, 2019
Worked at PDS Fulfillment Center
411 East Wisconsin Ave, Suite 2150
Milwaukee, WI 53202
Deployment Specialist: Built Chromebook Charging Station Assemblies for deployment
Robert Half Technology – Aug 6 & 7th, 2019
Contracted to work in a FIS I.T. Mainframe facility
411 East Wisconsin Ave, Suite 2150
Milwaukee, WI 53202
I.T. Field Technician: Called in to dismantle 2 Mainframe Robotic Tape Libraries
Strategic Systems Inc. as a CompuCom Contractor – July 1st to July 17th 2019
475 Metro Place South, Suite 450
Dublin, Ohio 43917
I.T. Hardware Install Technician for a CompuCom/BMO Project installing Pin Pads and Scanners in BMO Harris Banks throughout Southeast WI area
AIM Web Development – March 2013 to June 2019
I created and own this business which develops Web Sites for small businesses, provides Tech Support, PC Installs, Windows 7 to Windows 10 Migrations, SW Upgrades, and 2006 - 2008 ran it full-time. Ran a SharePoint Site, HTML, JavaScript, FTP experience.
Alternatives in Psychological Consultation – Feb 2013
10045 W. Lisbon Ave.
Wauwatosa, WI 53222
I.T. Consultant Position: Brought in as-needed to install PCs, Project Management for Windows XP to Windows 7 to Win10 Upgrade/Office 2003 to Office 2010 Migration recently, and troubleshoot I.T. issues.
MillerCoors Corporation – October 7th, 2011 to October 31st, 2012
Contracted through Revolution Technologies IT Recruiting Firm
3939 W. Highland Blvd., P.O. Box 482
Milwaukee, WI 53201
Position: Project Manager/End User Services Specialist/Brewery SDM
Responsibilities: MillerCoors changed their IT Hardware/Software and entire IT Service Desk Support from ACS to IBM in India. Brought in as a consultant with extensive Help Desk Ticket/Queue Management experience to create the role and take over as the MillerCoors Brewery Network Corporate Lead for all IT escalations, cleanup the extensive past SLA backlog of unresolved tickets, coordinate Brewery Projects, identify broken or non-existent processes, and work with IBM in putting these into working processes to better support the MillerCoors IT environment and End-User community. Added to the PC Refresh Team later to help manage the upgrade to Windows 7/Office 2010 Suite throughout the enterprise. Also became the MillerCoors-side Citrix specialist running weekly meetings with the IBM Citrix team to get numerous long-term Citrix environment issues resolved.
Accomplishments: Cleaned up and got movement on over 500+ unresolved IT Tickets across all teams throughout the organizations, identified over 13 systemic processes either not in place or not being used by the IBM various support teams at all levels. created and hosted meetings with IBM management staff, MillerCoors Brewery management, participated as one of the 4 top Location Leads, myself for all Breweries throughout the United States, the other 3 Location Leads for the 3 Corporate Headquarters with 39 support team members in the Localized Support Strategy Project. At completion we identified and put into place the Systemic Processes needed working properly to transition the entire IT Support back to IBM, with a few internal MillerCoors Service Desk internal roles left to carry on the Support Strategy management in transition from our team. Currently filling all 3 roles of Breweries Location Lead, Breweries Service Delivery Manager, and also working with the End User Services Specialist Team.
I also participated in the Windows XP to Windows 7/Office 2010 PC Refresh Upgrade Project until completion as a resource in all meetings, and as the MillerCoors Citrix specialist.
Software Used: JIRA Project Management Tool, AT&T Reservationless Conference Call, WebEx, IBM Tivoli ISM Ticket Tracking Tool, IBM ISC Portal, GSMRT, Office Communicator, SharePoint, Microsoft Office Suite
We-Energies – June to August, 2011
Contracted through Mars IT
Position: Help Desk Level II, brought in to add support during their Windows 7/Office 2010 Rollout and Deployment Upgrade Project.
Bader Rutter – March 10-11, 2011
Contracted through Robert Half Technology
411 East Wisconsin Ave, Suite 2150
Milwaukee, WI 53202
Position: iPad Rollout Technical Support Consultant/Project Management Trainer
Duties: Project Management/Technical support consultant/Trainer for an iPad Rollout and Training Deployment to 150 Field Consultants in Arkansas.
Briggs and Stratton Corporation – June 25th, 2008 to July 23, 2010
3300 N 124th St., Wauwatosa, WI 53222
Contracted through Technisource(Spherion)
N14W23833 Stoneridge Drive
Waukesha, WI 53188
262-***-**** x18 (office)
Position: Infrastructure Systems Support Specialist/Help Desk Analyst
Duties included:
Network Security Administrator, Level I/II/III Help Desk Analyst, UNIX Operations, SW/HW installs, Asset Management, Disaster Recovery Management, Microsoft Office 2000, 2003, 2007 support including Office 2010 Pilot Installations/Support for company-wide Rollout and Deployment Project, Computer Asset Management, Project Management, Windows XP, Windows 7 Upgrade testing, Microsoft Live Meeting, AT&T Live Conferencing, Citrix Admin/VPN, Active Directory setups, SCCM, SCOM(Orion), SAP, Symantec, McAfee EPO, then Trend Micro System Console Administrator, Cisco VOIP Administrator.
Responsibilities:
Level I/II/III Help Desk Analyst for IT Service Center utilizing Heat SW. 6 Analysts supporting over 3000+ End Users via phone, Remote Desktop Connection software, and in-person contacts. Calls ranged from 40-120 per day. Resolution % 92%+ on first call basis.
Network Security Administrator utilizing Microsoft Administration SW such as Active Directory, setup/gave employees all accesses on the Network, terminated the accounts, did system restores, created/gave/removed access to all folders on the Servers
Setup/maintained Exchange Outlook accounts, create Distribution Groups etc…
Full Service Center Support Specialist for all I.T. HW/SW issues across the Corporation
Cross-Trained for UNIX Mainframe Operator job utilizing Trackwise, AutoSys Monitor, Hummingbird, Tape Backups, job submissions, ran UNIX, SAP QA and Production Promote requests
Microsoft SCOM for monitoring Servers, performed Server Reboots etc…
Microsoft SCCM for pushing/monitoring workstation software
Office 2010 testing and Rollout Deployment throughout company
Windows XP to Windows 7 Upgrade/Migration testing on systems
Computer Asset Management for replaced systems
Cisco Phone Voice over IP (VOIP) Administrator, setup VM and all Teleconference Accounts ie: Live Meeting, Netmeeting. AT&T Teleconference
Symantec, then Trend Micro Antivirus Backup Administrator
Citrix Console Backup Administrator, VPN installs and troubleshooting
AIM Web Development – January 17, 2006 to June 2008 (still running as side-biz)
I created and own this business which develops Web Sites for small businesses, provides Tech Support, PC Installs, Upgrades, and 2006 - 2008 ran it full-time. Ran a SharePoint Site, HTML, JavaScript, FTP experience.
Children’s/Froedert Hospital – November 28th, 2005 to January 16, 2006
Contracted through Paragon Development Systems, Inc. Consulting Firm
1823 Executive Drive
Oconomowoc, WI 53066
Position: Technical Support Project Specialist - Replaced an employee completing a “PC Refresh”(PC Swap and Re-image), XP Rollout, Microsoft Office 2003 Suite Upgrade, Memory Upgrade Deployment Project throughout the hospital and owned clinics.
Manpower International – August 28th to November 27th, 2005
100 Manpower Place
Milwaukee, WI 53212
Position: IT Project System Engineering Consultant - Brought in as a Short-Term Employee to augment their "Network Infrastructure Engineering Team" to solely perform an Enterprise-wide Security Software Deployment of installing Windows 2000 SP4 Update and associated Patches, SMS, McAfee EPO Client and 80i along with the updates.
Responsible for successfully completing the Upgrade of the Windows 2000 OS from SP2 to SP4 on 3000+ Workstations, assist Help Desk with Level 2, 3 issues associated with the updates and installations
Install all Patches/Fixes using SCCM
Install or update McAfee EPO Client to 3.5, VirusScan 80i and ensure it is reporting into the EPO Server to get updates
Install SMS on all systems
Remotely analyze ALL systems in each of 700+ Offices through the EPO Console and SMS Collections ensuring all systems have all the various software installed, is updated and reporting properly to the Servers. Calling any Offices and applying fixes or ensuring software is reinstalled until every system on the entire Network is installed and working properly.
Wellpoint, Inc., Blue Cross Blue Shield of WI – January 2005 to *August 5, 2005
*Help Desk closed in WI, moved to Indianapolis, IN
Contracted through Kelly IT
3333 N. Mayfair Rd.
Suite 207
Milwaukee, WI 53222
Position: Help Desk Analyst I/II on a Full Service Corporate Help Desk providing Level I and II Support to all end-users.
Responsibilities: Worked on a fully operational Service Center in place for coordinating and ensuring the timely process through which all Network Systems, LAN and WAN Infrastructure, VPN, FOB, Cisco, and Server Application issues are identified, prioritized, and resolved. Also responsible for analysis, trouble shooting, and resolving all PC user or information system problems on the telephone on a First Call Resolution basis if possible so as to minimize down time of applications and personnel. Top Statistics on the Help Desk reached in 4 months. Helped train, answer questions of current Help Desk employees. Also very good at identifying SW problems becoming trends in calls to the Help Desk, worked in between calls to find resolutions to them, moved to Tech Side towards end of contract to wipe/re-image computers with both Win 2k and XP, then installing the systems. Due to my extensive IT Experience am used on many jobs for additional IT Projects such as HW/SW Upgrades, Installations, Deployments.
Software Used: Windows 2000, Windows XP, Remedy V4.00.03 - Help Desk Call Tracking SW, Microsoft Management Console - Active Directory for Windows password, resets etc Microsoft Outlook 2000/2003 with Exchange Server for e-mail, OWA, T.S. Census v3.20 by Tally Systems for Asset Tracking SW, Adobe Reader, Microsoft Office 2000/2003 Suite, Accuterm 2k2 (FACTS), PowerArchiver 9.02, Winzip 8.1, Symantec Antivirus. Novell Client for Windows, DameWare Mini Remote Control for Remote PC Access, Citrix ICA Client, SecureID (FOB) Tokens, VPN, Global AT&T Dialer, Symantec AntiVirus 10.0
ProHealth Care, Inc. – June 21, 2004 – December, 2004
Contracted through Paragon Development Systems, Inc. Consulting Firm
1823 Executive Drive
Oconomowoc, WI 53066
Position: Help Desk Support Analyst – Brought in to immediately start taking Help Desk Service Center Customer Support calls while Help Desk Staff assisted in a huge software change rollout. Contracted through Mid-August but extended through December when the software changeover and rollout was completed, calls stabilized.
Responsibilities: This is a fully functional Customer Support Service Center supporting over 5000+ users in the ProHealth Care Network. Software used and supported; Windows XP, 2000, 98 Operating Systems, Microsoft Office Suites all applications including Outlook, and Lotus Notes 4.5 for E-mail, Novell Console One for remote assistance and user password changes, Novell Netware Administration, NT User Manager, HP Service Desk 4.5 and Heat for Call-Tracking SW, Novell Client for Windows, HP Web Jetadmin, VPN/FOB, Citrix Console Management System, all Mainframe and Network Server Infrastructure Systems.
Northwestern Mutual Financial Network – Feb 9, 2004 – May 28, 2004
Contracted through Genesis 10 Consulting Firm
828 N. Broadway, Suite 410
Milwaukee, WI 53202
Position: Help Desk Consultant- Brought in to create, develop, run, train, and supervise a new “extended hours” PC/Network Technical Support Service Center Help Desk.
Responsibilities:
Brought in to create, develop, run, train, and supervise a new Help Desk (“Service Center”) for new extended support on 2nd and 3rd shifts for all of Northwestern Mutual’s employees, teams, infrastructure applications, and PC Network/Mainframe systems. Extensive work also done on the development and evaluation of SLA’s for the future Service Center to follow. A few of the Operating Systems and applications on the PC/Network side supported are Windows 98, 2K, NT, and XP(most using XP), Office 97/2K/2003/XP Suites including Outlook, Internet Explorer, VPN/FOB, HP Openmail, Peregrine Service Center and Magic(formerly Remedy) Call Tracking Tracking SW, Corporate Time, Tivoli Remote, also using Novell, Websphere etc… Once the Help Desk was developed and procedures put in place running smoothly, training was required for present in-house employees to work as the new extended hours “Service Center” supporting all of NM’s I.S. needs including PC, Network, Mainframe, and any overseas contracted employees that may call in with I.S. problems.
Consulting Subcontractor
March 19, 2001 – February 2004
Subcontracting Technical Support Specialist work for many small to medium sized companies through Solstice Designs, llc. This work had a broad range of services performed from installing small wireless networks, doing Windows and Office XP deployments/rollouts, advising and installing new systems, to resolving technical problems associated with keeping their PC’s running properly running Windows 95, 98, 2K, NT, 2003 and using Novell networking so they could access their web sites. Studied and acquired a Microsoft Certification, specializing in Windows 95, and now preparing for certification in Windows XP.
Northwestern Mutual Life Insurance Company - Dec. 6, 1996 – March 2001
Contracted through: Adecco Staffing Services
330 E. Wisconsin Avenue #101
Milwaukee, WI 53202
Position: Network Support Help Desk Analyst- Level II/Queue Manager
Responsibilities:
Provide complete technical phone support for 10,500 PC’s throughout the U.S. This includes diagnosing and resolving all HW/SW related problems on diverse computer systems and equipment. The culmination of technical knowledge includes but is not limited to, Win95/98/2000/NT, Microsoft Office 97, Powerhelp Call-Tracking which changed to Peregrine Service Center SW, Tivoli Asset Tracking SW, Quicken, Peer-to-Peer Networking, printers, NML’s LINK SW, etc. Computer systems and software functioning properly is crucial to field agents of NML to sell insurance packages. Top numbers on Help Desk held for 3 years, also one day record for most calls taken and Closed.
Take Level II calls on events that could not be resolved by 1st level consultants and troubleshoot events with programmers when needed.
Backup Supervisor/Queue Manager in the department when the NML management is not available.
Accomplishments:
I. During NML’s field, OS Upgrade from Win3.1 to Win95, which I was brought in to lend expertise for, I initiated a company-wide policy requesting field agents to call into our phone center for instructions on upgrade installation. Previously agents had been upgrading systems on their own with disastrous effects. This saved incalculable hours of recovery time for both the network support consultants and the agent’s when restoring systems. Also during my Contract duration involved in numerous all Field Network Office NM proprietary software suite upgrades almost yearly.
II. Created and implemented numerous procedures and documentation for NML Help Desk Consultants, such as Backing up Data Files, removing NML SW from retired sites, setup documents for new computers, and many documents specifically related to NML’s SW.
III. During weekly department meetings which I implemented as standard procedure, I lead with the topic of the week. This topic is related to situations that arose during the week, and is greatly anticipated by the other consultants. Topics have included SW enhancements, better support ideas, SW bugs uncovered etc., then many times ran meeting with topics I’d set as the agenda to enhance support team’s productivity and quality of service.
IV. After working as a Technical Support Analyst for the first year was promoted to a Backup Queue Manager to run the department when other manager/supervisors were not present which was never done before with a contractor. This involved monitoring Call Queue procedures being followed, taking escalated calls, complaints, answering staff questions of all types, and ensuring Service Center was supporting the entire Field in a manner in line with NM’s high standard of quality service.
Generac Corporation – August 1996 – December 1996
Contracted through CompuTemps
Hwy 57 & Hillside Rd.
Waukesha, WI
Position: Contracted to create their Help Desk and be the AS/400 Operations Supervisor/Trainer
Responsibilities:
All Network/PC Management had turned-over, I was brought in to create a Help Desk, to link the Network/PC management with the day-to-day activities of the Network Administrator and PC Techs. Coordinated and put in place Help Desk procedures and delegation of all Network/PC, AS/400 fixes as required by user
calls to Help Desk. Supervised and trained employees to continue implementing proper Help Desk procedures after leaving.
Train/Supervise 3 new AS/400 Operations employees, put procedures in place for employees to run the systems.
Johnson Controls Corporation-Specialty Battery Division - Sept. 1993 - Dec. 1995
900 East Keefe Avenue
Milwaukee, WI 53212
Position: Computer Operator/Technical Support Analyst/Help Desk
Responsibilities:
Sole employee responsible for Operations/Technical Support/Hardware/Software for the AS/400 Computer System methodical and thorough in routine procedures.
System Security Administrator (this entails setting up all new user profiles, enrolling users in OV/400, granting object/software authorities, etc...)
Interface with programming to ensure proper creation/correction/implementation of new and existing programs.
Created a new Help Desk for the division, then took all support calls from all employees as “Help Desk”, Level 1 Support for Novell LAN Network. Responsible for total support for AS/400 System in all areas.
Taught 4 classes per quarter for Query I and II, also for OfficeVision/400 for all new and/or employees needing a refresher course, in a classroom environment.
Was instrumental in setting up communications between AS/400 to MVS System.
Accomplishments:
I. Installed first PTF CUM ever applied on system since installed. PTFs also applied as needed. Upgraded system from E20 to F20, MAPICS DB V2R0M0 to V2R3M0, Mod3 to Mod4.
II. Installed OfficeVision/400 and was responsible for implementation and all subsequent training of all employees.
III. Researched and installed PeekPlus as a support tool for AS/400 for MIS Department.
IV. Worked as a Project Leader on numerous inter-departmental user problems. Defined initial problem, called meetings and was responsible for the proper procedure’s implementation.
V. Installed and maintained Disaster Recovery Equipment. Created and wrote the entire System Operations/Program Fix/Disaster Recovery Manuals.
VI. Learned the entire MAPICS Software package from a set of 15 MAPICS Manuals.
VII. Looked at and revised the entire Disaster Recovery procedure in place. Installed Envirocom I Computer Room Security System to detect power shortages etc.
VIII. Independently learned all network software and became the first level 1 “Help Desk” in the division to assist the Network Administrator in job duties in all areas.
IX. Due to Centralization of all IS Divisions Depts.to the Corporate Headquarters MIS Dept., ALL IS Dept. employees left the division. The Network Administrator and myself ran/maintained the entire Network and AS/400 System ourselves for 1 years without an outage until IS Dept. was moved to Headquarters.
X. Supported an entire manufacturing plant’s computer needs, and between the Network Administrator and myself we completed a division-wide deployment of replacing all clone computers with brand new Compaq systems.
Equipment: IBM AS/400 9404 F20, 7280 8mm Drive, 1/4” Cartridge Drive in CPU, 6 Hayes 14.4 Modems, Liebert BestUPS. Printers: IBM 3262 Band Printer w/Smart Box attached, 4224 Dot Matrix IPDS, 5262 Dot Matrix, IBM 3812 Laser IPDS Printers. Software: MAPICS DB(CAS, A/R, IM, PUR, PDM, PC&C, MPR, MPSP), OfficeVision/400, Query/400, PeekPlus20, used 3270 Emulation and RJE. Network: Novell Lan, utilizing Win 3.1, OS/2, Zenith, Compaq, Compuadd PCs, Printers; HP1200c, HP1600c, HPIVs, used SNA Gateway, PCSupport, RUMBA, Lotus SmartSweet, CC-Mail.
Roundy’s Inc.
23000 Roundy Drive
Pewaukee, WI 53072
Position: Senior Computer Operator
Systemps - Division of Brandon Systems Corporation
4811 South 76th Street
Greenfield, WI 53220
Positions Held:
Consulted to a small firm on the implementation of an IBM System36.
Operated a MVS 3090 Mainframe System. Responsible for running the third shift production schedule.
United Health, Inc.
105 W. Michigan Street
Milwaukee, WI 53203
Position: Computer Operator
High School Diploma from West Allis Central
Certifications:
Certified Professional Horticulturist(Lake Land College)
Advanced Horticulture Production(Lake Land College)
Microsoft Certified Professional
Microsoft Certified Product Specialist
AS/400 Systems Operations Specialist
Certified MVS System Operator
Software knowledge in Table View
Software Type
Word Processing and Spreadsheets
Operating Systems
IBM Midrange System
IBM Mainframe System
Network Systems
Server Support/Security Apps
Remote Assistance SW
Call Tracking SW
Printing Support
Other Software
Name
ALL Microsoft Suites 2000, 2003, 2007, 2010
Word 2000, 2003, 2007, 2010
Excel 2000, 2003, 2007, 2010
PowerPoint 2000, 2007, 2010
Outlook all versions
MS Outlook 97, 2000, XP, 2003, 2007, 2010, Exchange
HP Openview
CC: Mail
Lotus Notes 4.5
Windows 10
Windows 7
Windows Vista
Windows XP
Windows NT
Windows 2000
AS/400 along with MAPICS, OneWorld, OfficeVision 400,
Query I, II
ES/390, UNIX
Novell
Windows NT
Windows 2000 Server
Citrix Management Console
Websphere
Novell Netware Administration
User Manager
Microsoft Active Directory
Windows XP Remote Assistance
Novell Console One
PC Anywhere
Tivoli Remote
Logmein
SCCM Remote Control, RDP
Remedy
Magic
HP Service Desk
Heat
Peregrine Service Center
Powerhelp
HP Web Jetadmin, Peer-to-Peer, Novell Print Monitor, all types printers
Internet Explorer, FOBs & Remote VPN SSL Connectivity,
Quicken, Microsoft Works, Frontpage, Adobe Acrobat,
Adobe Photoshop, Seagate/Colorado Backup SW,
Norton/McAfee AntiVirus software, EPO, SMS,
CorporateTime Calendar, etc…
Contact this candidate