Technical Support Analyst

Dewey M.Boshers

IL Lansing

*****

847-***-**** *********@*****.***

Objective: To secure a position Providing Support and Technical Analysis.

Major Assets

Creative, global thinker with over 20 years IT management experience.

Successful experience managing technical resources of businesses including network planning, configuration and maintenance, resource personnel management, as well as designing, planning and budgeting other required technical resources.

Successful experience in software development process including business analysis, design, development, project management, quality assurance and configuration management.

Outstanding interpersonal and communication skills developed through teaching, training and counseling experience

Relevant Experience

2015 – 2024 True Group, Oak Brook, IL (as contract consultant) and /McDonalds (as corporate employee)

Technical Support Analyst and Partner Store Mail Support Manager for McDonald’s Store and Partners Email Systems

Working with Restaurant Owners and Managers as well as OTPs helped to clarify and escalate issues that were not resolved by ATOS support team on first call.

In the process of analyzing issues identified above, used McDonalds system tools such as GAM (Global Account Manager) and admin access to the email system to identify problems missed by the L2 & L3 Team.

Subsequently advised corrective action and followed through to resolution, escalating when needed and drawing upon other resources such as L4 support at Capgemini.

Performed Monthly billing audits for Franchisee store mail accounts identifying accounts that had not been billed in the prescribed month. Worked with L4 support and the Billing department to ensure accounts were billed to the correct operators in the prescribed billing month.

Processed Out of System operators identified by monthly reports issued by Franchising Department. Ensured identified operators were terminated in a timeframe communicated via email. Also created tickets to the L3 support team where anomalies or process failures were identified and followed through to resolution further escalating when indicted.

When needed communicated directly with owner operators to ensure they understood requirements and were prepared for the loss of their email accounts.

Created Run Books detailing processes for auditing and Out of System processes including form emails and calculated deadlines for each account based on their out of system dates.

Also worked directly with Level3 and Level4 resources in SPAN (Croatian based support team) via Teams meetings to check and clarify failed solutions and together explore consequences and solutions.

Helped to identify owner of compromised accounts (as identified by system) and explain why those accounts were blocked and how they could be restored.

Helped walk vendors through configuring and restoring MFA (Multi Factor Authentication) on their phones so they could access needed resources on the McDonalds network. Resolved other identified MFA problems

2010 – 2015 ChiroOne Wellness Centers - Senior Technical Support Analyst

Created multiuser Filemaker database to track IT resources as well as trouble tickets and requests.

Created and monitored the maintenance issues ticketing system.

The database generated a variety of automated reports, had inventory and personnel modules and had been designed as a custom solution for ChiroOne

A security structure was implemented for the above database with functions and data availability dependent on login locations and user security roles.

Remote offices were able to log in via the web and submit and check on trouble tickets. Submitted tickets also notified relevant personnel via email of ticket submission.

Data analysis and related reports were generated periodically via server based scripts as well as manual requests and reports that were automatically emailed to relevant personnel.

Blue Plate Catering, Ltd., Millennium Park Joint Venture LLC, Applause Food Services, LLC, Chicago, IL

Director of Information Technology

Developed managed maintained and enhanced the IT infrastructure, for a large Chicago based catering and food services company.

Planned, and maintained a network of 125 desktop and 13 servers in 6 locations.

Managed and directed technical personnel resources using team building techniques to maximize time to resolution and creative talents of all team members.

Planned, maintained multiple remote access solutions Planned and implemented required software resources including SQL server applications, email marketing software, Exchange Sever (2003)

Researched and implemented offsite email archiving solution that guaranteeds email accessibility 24/7 Planned and budgeted network resources including software and hardware needs as well as other infrastructure repairs and improvements. Provided technical support for software and hardware issues and developed and maintain tracking system for evaluating and improving performance.

Designed, developed and maintained tracking systems for hardware and software assets, system change requests and network resources.

Planned and developed company wide database in Filemaker Pro to track support requests, personnel, it assets, server maintenance, purchases etc. Developed risk management plan addressing all aspects of security risks including viruses, spyware, malware physical disaster unplanned loss of personnel and a variety of other potential threats.

Paragon Solutions, Inc. Chicago, IL

Technical Services Administrator and CTS Manager

Installed configured and maintained PVCS Tracker and SourceSafe and Version Manager Databases for all Paragon development Projects

Installed and configured Starbase Requirements Management system for all Paragon development projects

Developed policy statements, workflow, instructions and related documentation for the use of this software.

Developed and maintained security to all Paragon development tools (over Web and VPN)

Trained personnel. Created learning courses for use over the web

Developed initial charter for Customer Technical Support department including workflow diagrams, quality and response standards and feedback mechanisms.

Flying Food Fare, Inc. Chicago, IL

IT Coordinator/ Data base Designer/Developer/Administrator

Managed Macintosh based IT system, AppleTalk network and file server.

Installed and configured networking software and hardware. Maintained inventory of hardware, performed and arranged routine maintenance and repairs. Tracked companywide software installations.

Conceived, designed, developed and maintained relational database. that managed all inventory distribution and accounting functions for a new company venture. Details available upon request.

Wrote documentation and trained staff in the use of the above database as well as other applications.

Education

Bachelor of Education University of Hawaii

Languages/IT Related Skill Sets

Major: Psychology

Created relational databases in Helix, a Macintosh based object oriented database system as well Filemaker (post 7.0 fully relational versions)

Configuration Management

Rational Unified Process

All Windows Operatign Systems Including and post Windows 2000.

Enterprise Exchange Server 2003 and later

MS Office 365 and earlier versions, MS Visio.

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