PROFILE
Reliable team player. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely reports. Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences.
PROFESSIONAL EXPERIENCE
INFOSYS LTD. – Milwaukee, WI
Sr. Systems Engineer, 10/2012 – 8/2013
Notable Projects
Primary support of transition of AS400/i-Series Security Administration to Infosys and act as support thereafter.
Network Switch Upgrade – Harley Davidson(Juneau Ave)
Assist Network Engineers to determine/troubleshoot endpoint network connectivity for approximately 400 end users.
Provide Tier 2 AS400/i-Series technical support in global environment to all employees of Harley Davidson.
Profile Creation/Deletion
Security Administration
30/90 Day Audits
Investigation/Escalation to Database Administration
Client Configuration/Job/Writers/Devices
Provide Tier 1 technical support in global environment to all employees of Harley Davidson during transition to Infosys.
Password Resets
Guest Wireless Support
Microsoft Office Support
Virus/Malware Removal
Outlook – Client Configuration/Archives
Wireless/Wired Network Connectivity
Laptop Encryption
iPad/iPhone Support – Wireless Profiles, VPN, Email
Cisco VPN/Wireless Client, Juniper Odyssey Wireless Client
AS400/i-Series Support – Client Configuration/Job/Writers
Active Directory Support – User Creation/Security
Business Objects Support
Operating System Support – Windows 7, Windows XP
SAP Support – Password Resets/Printer Support
Printer Support – Xerox MFP, HP, Dell, Plotter
Telephony Support – CISCO VOIP Desktop/Conference Phones
Application Deployment – Tivoli Endpoint Manager
Application Support (Approx. 1200 applications across Harley Davidson Including proprietary)
Creation of service request/incident with each support transaction via IBM Maximo
Document and create knowledge base articles for incident/service request resolution.
Provide leadership and direction to colleagues at Infosys Service Desk and Desktop Support during transition to Infosys including training and oversight.
Create/Recommend policy and procedure for Infosys Service Desk.
Provide management and customer with reports during transition to ensure service level agreement adherence.
Proprietary application testing – make recommendations to meet service desk level needs.
Provide leadership/point of contact when direct supervisor was on leave.
Incident Escalation and engagement of Tier 3/4 Support/Stakeholders.
HARLEY-DAVIDSON MOTOR COMPANY THROUGH ENTERFORCE, INC. – Milwaukee, WI
Global Information Systems – Client Services Intern, 7/2011 – 10/2012
Notable Projects
Windows 7 Rollout – Harley Davidson Product Development Center
Provide support and logistics during rollout to approximately 600 end users.
Application testing.
Application Management Tools Upgrade – Tivoli Provisioning Manager to Tivoli Endpoint Manager
Repackaging of approximately 1200 applications to new environment.
Application testing.
Provide Tier 2 technical support to all employees at Harley Davidson Product Development Center.
Password Resets
Guest Wireless Support
Microsoft Office Support
Virus/Malware Removal
Outlook – Client Configuration/Archives
Wireless/Wired Network Connectivity
Laptop Encryption
iPad/iPhone Support – Wireless Profiles, VPN, Email
Cisco VPN/Wireless Client, Juniper Odyssey Wireless Client
AS400/i-Series Support – Client Configuration/Job/Writers
Business Objects Support
Operating System Support – Windows 7, Windows XP, Windows 98
Desktop Imaging
Life Cycle Management
Network Troubleshooting
Client Hardware Support
Teleconferencing equipment
Wacom Cintiq Monitors
Vendor Management
SAP Support – Password Resets/Printer Support
Printer Support – Xerox MFP, HP, Dell, Plotter
Telephony Support – CISCO VOIP Desktop/Conference Phones
Application Deployment – Tivoli Endpoint Management
Application Support (Approx. 1200 applications across Harley Davidson Including proprietary)
Specialized Application Support
ProE(CAD)
Adobe Photoshop
Protools/M-Audio
Creation of service request/incident with each support transaction via IBM Maximo
Document and create knowledge base articles for incident/service request resolution.
Provide Tier 1 technical support in global environment to all employees of Harley Davidson.
Password Resets
Guest Wireless Support
Microsoft Off...
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