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Manager Desktop Support

Location:
Chicago, IL
Posted:
April 19, 2020

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Resume:

Keith Peterson

Flight Operations Systems Administrator - United Airlines, Inc

Chicago, IL 60623

adcu8n@r.postjobfree.com

708-***-****

● Talented, results-driven and versatile IT Professional, with a record of success in implementations. In-depth knowledge and solid experience working with complex cross-platform systems, installation, implementation, integration, and administration in local and remote environments.

● Outstanding ability to facilitate effective communication by translating technical information to non-technical customers, to exercise technical training, as well as teach and support user communities on product applications.

● A record of developing and supporting successful projects and solutions incorporating a wide range of applications and technologies.

● Consistently recognized and tasked by management to improve organizational effectiveness and efficiency through personal contribution and performance.

● A valuable team member and motivator who thrives in environments requiring a high level strategist and a big picture thinker.

● Able to remain calm and work well in high-pressure situations, constantly seeking new challenges, a professional with both a strong work ethic and the desire to exceed expectations in all aspects of professional endeavor.

● Technically savvy and a quick study in emerging technology, able to quickly assess and utilize the appropriate response to meet the specific needs of the business requirement at hand. A welcome addition to any team, ready, willing, and able to function in any role necessary to ensure project success and on time integration and delivery. Work Experience

Flight Operations Systems Administrator

United Airlines, Inc - Chicago, IL

2013 to Present

Tier 3 hardware and software support for United Airlines Network Operations Center employees and its vendor partners for computer and communication related issues

● Technology includes: 5 Unix mainframe systems - Unimatic, Cosmo, General Services - TSO Info, Mileage Plus, and Apollo as well as Distributed systems

● Support for United's Websites - United.com, flyingtogether.com, as well as United's Corporate Webmail - Outlook Web Access. Platforms include Novell, Windows 7, Windows 8

● Databases include MS Access, HP Service Manager, and Remedy Web ticketing system.

● Used PCanywhere and Remote Desktop for remote access.

● Utilized the Genesys VOIP phone system and witness for tracking daily call center analyst matrix.

Tier 3 Help Desk Analyst

Kellogg Co - Oak Brook, IL

2012 to 2013

Efficiently provided computer and systems support for Kellogg Corp employees worldwide for network and communications related issues.

● Successfully supported Kellogg's core UNIX mainframe systems.

● Successfully supported United's websites: kellogg.com, employee self -service, and Kellogg's corporate webmail.

● Provided general services for network protocols, LAN / WAN, and airport automation equipment.

● Effectively created a system allowing for a higher first call resolution rate.. Tier 3 Support Analyst

Xylem, Inc - Morton Grove, IL

2011 to 2012

Tier 3 hardware and software support for Xylem and its partner companies, Flygt, Godwin Pumps and code share vendors worldwide for computer and communication related problems.

● Technology includes: 5 Unix mainframe systems - Unimatic, Cosmo, General Services - TSO Info, as well as Distributed systems and Cendant Telecommunications Network for Xylem, Inc.

● Support for Xylem's Websites - xylem.com, Connect, and Kronos, as well as Xylem's Corporate Webmail - Outlook Web Access. Platforms include Novell, Windows XP, Windows 7.

● Databases include MS Access and Remedy Web ticketing system.

● Used PCanywhere and Remote Desktop for remote access.

● Utilized Cisco phone system and witness for tracking daily call center analyst matrix. Help Desk Analyst, Level III

OfficeMax - Itasca, IL

2008 to 2011

Consistently provide technical and procedural advice, assistance, support, and incident resolution to OfficeMax associates relating to the full complement of OfficeMax systems, hardware, and software.

● Write and review knowledge articles to assist with troubleshooting and resolution of technical problems.

● Efficiently research incidents that have no known documented solution and formulate an effective resolution.

● Assist in testing all aspects of design, development, and support of the SAP client and web-based applications.

● Consult with other business units on best practices for business functions and SAP configurations.

● Document all reported incidents and requests in the Incident Management Database. Tier 2/3 Desktop Support / Executive Support

Grainger - Niles, IL

2006 to 2008

Successfully provided support for Grainger proprietary software packages as well as TSO mainframe application.

● Sole point of contact for all Grainger employees and Executive staff for all hardware and software related concerns.

● Successfully supported general services, network protocols, LANs/WANs, and warehouse management equipment, as well as software including; SNX, SSL, FTP, TCP / IP protocols within a Novell environment.

● Supported Grainger Supplier Portal Website, Cisco / VPN remote access, GroupWise email / web access.

Computer Help Desk Analyst

United Airlines Call Center - Elk Grove Village, IL 2005 to 2006

Efficiently provided first level computer and systems support for United Airlines employees, United Express, and code share carriers worldwide for computer and communications related issues.

● Successfully supported United's five UNIX mainframe systems.

● Successfully supported United's websites: Skynet.com, United.com, Continental coair.com, and United/Continental's corporate webmail.

● Provided general services for network protocols, LAN / WAN, and airport automation equipment.

● Effectively created a system allowing for resolution of trouble tickets at a rate of 94%. Warehouse Supervisor, Level II

Nexus Distribution Inc - Bedford Park, IL

2003 to 2005

Efficiently supervised the daily receiving, warehousing, and shipping of product in accordance with company procedures and policies to ensure that productivity, quality, service, and cost objectives were met.

● Successfully conducted daily shift meetings, developed daily work schedules / assignments, and corrected workforce deficiencies.

● Professionally developed team members by conducting systematic evaluations within defined parameters, mentoring, instructing, and training.

● Internal liaison between departments for problem solving and implementation of corrective initiatives.

Operations Manager

Laidlaw Transit - Chicago, IL

2001 to 2003

Effectively assisted staff and drivers with day-to-day issues, concerns, and compliance with operating contract, labor agreement, State / Federal ordinances, company policies, and company procedures.

● Successfully supervised the daily operations of the branch through customer service communications.

● Efficiently consulted with training and safety personnel on driver hires and accidents.

● Systematically prepared month-end, fuel usage, and seniority listing reports. Field Technician

Natural Data / UPS - Bedford Park, IL

2000 to 2001

Efficiently installed UPS proprietary software for Bulk Shipping Customers.

● Updated and trained existing customers on proper usage of Shipping Software, and inventoried all hardware retrieved from customer upgrades.

Assistant Contract Manager

First Student - Plainfield, IL

1999 to 2000

Chicago Motor Coach

Chicago, IL

1993 to 1999

Dispatch Supervisor

United States Marine Corps - Camp Pendleton, CA

1989 to 1993

Advanced Infantry / Reconnaissance

Education

B.S. in Organizational and Developmental Leadership Morton College - Chicago, IL

Skills

Hp openview, Unix, Cisco, Network operations, Optimization, Tcp, Vpn, Openview, Remedy, Ms access, Ssl, Security, Change management, Configuration management, Ftp, Windows 2000, Novell, Operations, Call center management, Strategic planning, System Administrator, System Admin, Active Directory, Vmware, Linux

Military Service

Branch: United States Marine Corps

Rank: E5 - Sgt

Additional Information

Core Competencies:

● System and Network Operations

● Compliance

● Strategic Planning

● Data Security

● Call Center Management

● Performance Optimization

● Process Improvement

● Change Management

● IT Strategy

● Global Delivery

● Project Management

● Team Development

● Technology Assessment

● Vender Management

● Installation

● Training

● Hardware

● Software

● Peripherals

● Configuration Management

Technical Skills

Novell, Windows 2000, XP, NT, MS Access, Remedy Web Ticketing System, HP Openview Service Center, HP DeskJet, HP

LaserJet, Lexmark, HP / Compaq Desktops, HP / Compaq Laptops, TCP / IP, Active X, SNX, SSL, FTP, Network Protocol, CISCO /

VPN, UNIX



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