Desktop Support and Training

Frank Giffen

**** ******* ******. ****: 310-***-****

Culver City, CA 90232-2404 Mobile: 310-***-****

Email: *****@******.***

IS Summary: Extensive experience in facilitating integration of IT within business units. Extensive experience in information systems. Has successfully managed different areas of IS including software development, integration, training, support, documentation, network/desktop/mobile hardware/software procurement and management. In-depth knowledge of Windows NT/2000/2003/XP/2008/Win7/Win10 workstations and servers, Exchange Server, IIS, and Office 365. Supported and led training classes in Office 365, Skype for Business, and OneDrive in corporate rollouts, as well as in both acquisition and divestiture environments. Experience with PC imaging, SCCM installation and troubleshooting. Has been key member of several IT integration teams in corporate acquisitions and divestitures. Provided Deskside Support to users at all levels from new hires to the CEO. Extensive results-oriented experience, both IS and operations, in all levels of the consumer package goods industry, in both large and small companies. Worked with a Global Help Desk, serving as analyst, advisor, escalation point, and knowledgebase author. A/V operation and support experience in corporate and live music performance environments.

Education: Graduate Certificate in Food Industry Management, University of Southern California, Los Angeles, CA

BSBA (emphasis in Marketing), San Diego State University, San Diego, CA

Professional Experience:

2006 to 2020

Nestlé USA, Inc., Glendale, CA

SENIOR FIELD SERVICES SPECIALIST

Support Nestlé SA’s American market operations in Western USA, as well as the Executive Leadership Team (CEO and all direct reports).

2002 to 2006

Writing Beyond Words, Culver City, CA

OWNER

From 2002-2006 I operated my own information technology consulting company, specializing in building, maintaining, and supporting enterprise-caliber Windows networks on small-business budgets for a variety of clients.

1992 to 2002

Nestlé USA, Inc., Glendale, CA

MANAGER MIS, SALES & MARKETING, PETCARE DIVISION (1995-2002)

Supported the largest division of the U.S. subsidiary of the largest food company in the world. Acted as liaison with corporate IS, and managed the deployment and optimization of IT for the 125 headquarters professionals there. Major accomplishments include:

Designing precursor to the desktop environment that became the U.S. corporate standard (Nestlé Enterprise Workstation)

Creating divisional Intranet site which enabled communication

Representing the Division in the design of a new shipments reporting system and managing the rollout to the division

Facilitating Divisional rollout of new systems resulting from corporate systems re-engineering project (primarily SAP)

Writing utility applications as needed to automate the transfer of data between disparate legacy systems using MS Visual Studio, MS Office and MS Exchange, and BusinessObjects.

Writing customized user documentation for new systems and procedures

Playing key role in relocating headquarters staff to new corporate offices in St. Louis

Creating and maintaining the divisional disaster recovery plan

MARKETING ANALYST, BAKING DIVISION (1992-1995)

Managed and maintained this division’s IS needs, and coordinating analysis of marketing data purchased from A.C. Nielsen and Information Resources. Major accomplishments include:

Significantly upgrading divisional workstation hardware and software

Automating many manual reporting procedures

Reducing paper report production by 30%

Educating team members in maximizing productivity by fully exploiting desktop technology

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