Production Support, Consulting, IT Manager

Accomplished IT professional and Support Analyst with 14 years progressive experience in networking, support analysis, and customer care management. Reputable for troubleshooting complex systems, integrating platforms, and managing CRM related issues. Skilled communicator and active listener with a focus on delivering exemplary customer service.

Technical Skills

Professional Accomplishments

Confidential

Consultant II

• Provide senior level technical support, training, and consultant services to external clients around the nation, for Microsoft Dynamics CRM 2013, and 2011 versions.
• Conduct training webinars for IT staff, teaching basic and advanced technical administration of Dynamics CRM.
• Advise IT staff on Dynamics CRM customization capabilities, including the incorporation of third party managed solutions such as ClickDimensions.
• Conduct training webinars for non-technical end-users of Dynamics CRM, covering basic sales and customer service functions, as well as user personal preferences and settings.

Confidential

IT Support Analyst

Technical support for Hospital Based Systems, including clinicians, hospital food services, and inpatient supply chain management. Support vended applications in a Windows environment, including McKesson OneStaff, QuadraMed AcuityPlus, Cbord, Versus, i2i Systems, PAR Excellence, and Cerner. Some basic HL7 message interpretation.

Confidential

Senior Systems Administrator

• Technical lead for major IT projects including Microsoft Dynamics CRM 2011, Dynamics AX 2012, SharePoint 2010 implementations. Senior adviser on infrastructure design and configuration, including vendor, hardware and software selection, and contract negotiations. Technical liaison between vendors, project managers, senior management and end users. Initiate analysis of application performance and underlying infrastructure and resolve technical issues.
• Work with vendor technicians to resolve critical issues with production and development infrastructure and applications.
• Work with business analysts, project managers, corporate management, desktop support staff, and end-users to successfully shepherd on-premise MSCRM 2011 project from pre-production to go-live. Provide ongoing support, including installation of updates.
• Identified and resolved serious performance issues with SharePoint 2010 by upgrading server components.
• Established and maintain virtualized servers in Amazon's EC2 cloud environment.
• Manage Microsoft Exchange Server 2007 deployment.
• Maintain Dynamics AX 2012 test and production environments, resolve technical issues.
• Maintain MS SQL Server 2008 R2 deployment.

Confidential

Systems Administrator II

• Provided large enterprise Tier 3 support for over 100 student facing and business applications, with a user base of over 100,000. Respond to escalated support requests for mission critical applications including online classes, enrollment, student finance, human resources, grade and transcript databases in mixed platform Linux/Windows environment.
• Employed analytical tools such as HP BAC, SiteScope, and New Relic to monitor processes and isolate issue causes.
• Opened bridge calls and triage cases with network, developer, and database teams.
• Updated documentation, including internal IT, Wiki,,and SharePoint knowledgebase.

Confidential

• Deliver contracted support, service, and technical consulting to businesses for a variety of hardware, applications, and networking technologies. Assess existing infrastructure and steer management through requirements development and product selection based on current and future performance needs. Configure, install, test, troubleshoot, and support office infrastructure.
• Deployed client/server cabled and wireless networks. Migrated clients from dial-up to broadband environments.
• Established and implemented security policies. Setup firewalls and configured antispam/antivirus solutions.
• Developed best practice based backup recovery strategies.

Confidential

Enterprise Application Support Analyst

• Provided functional and technical support using Field Centrix enterprise-level field service applications including remote installation, consultation, and training. Worked with customers to diagnose, prioritize, and troubleshoot issues. Quickly resolved issues related to main database, back office integration, client applications, and mobile device/PDA communications/support. Managed process for software updates, patches, and hotfixes, working with development and QA teams.
• Attained significant expertise with SQL Server 2000/2005, Windows Server 2000/2003, and Windows Mobile 5/6.
• Set up Windows 2003 servers from scratch created and managed VMWare servers.
• Participated in a major Microsoft Dynamics CRM project.

Confidential

Application Support Analyst

• Provided application support and administration for business critical Web, CRM, and desktop systems in a 24/7 environment. Tracked and monitored issues status to proactively prioritize and resolve chronic issues. Collaborated with cross-functional groups of IT and operations staff to enhance existing systems and develop new tools. Supported pre-release product testing and deployment to production. Assessed existing practices and policies.
• Supported major in-house developed web-based applications including Volt Highways and the Volt Internet Recruiting Tool providing interfaces with Career Builder, Dice, and Monster.
• Deployed MS CRM/Outlook Laptop Client used by the sales team. Served as a key resource for testing, troubleshooting, and hot fix installation. Facilitated communications between user groups, IT, and senior management. Developed standard support process for common issues, maintained knowledge base on SharePoint.
• Performed root cause analysis on degraded systems performance at branch offices. Identified and corrected bandwidth problems resulting in dramatic improvements in application performance.

Confidential

Data Systems Manager

• Managed a team tasked with supporting an automated logistics and distribution system servicing more than 700 7-11 franchises. Identified opportunities for process improvements and infrastructure expansion. Initiated and led enhancement, deployment, and development projects through the full life cycle. Administered various technologies including desktop hardware, Access databases, and Excel reporting with via Citrix. Ensured data security by applying best practices based information security processes and by strictly managing user access and permissions.
• Improved system performance 500 by eliminating chronic bandwidth problems.
• Overhauled the error validation process that substantially reduced fulfillment errors.

Confidential

Lab Technician

• Supported provision of CBT training services for the world's largest provider of IT educational services. Setup computer labs including network cabling. Installed and configured servers, routers, and desktop hardware.
• Built/upgraded PCs to meet class requirements. Loaded applications in Linux, Windows, and UNIX environments.
• Spearheaded changes to the classroom network infrastructure, eliminating image delivery errors.

Confidential

IT Manager

• Directed four IT professionals supporting 350 users in a fully automated distribution center. Performed troubleshooting/rapid response issue resolution for hardware, network printers, label equipment, conveyors, and desktop applications. Administered Windows user accounts. Promoted twice in recognition of superior performance.
• Supported Symbol wireless scanners including firmware updates, IP addressing, and RF access point configuration..
• Implemented the UNIX/Oracle based Webvan Order Fulfillment System.
• Expedited repair of the business critical conveyor belt sorter and replaced firmware following storm damage.

Confidential

• Manage development, test, and production environments
• Use Deployment Manager to create new MSCRM organizations as needed
• Scratch build new development server, install MSCRM Server 2011
• Refresh development and test databases with production database backup
• Install and configure MSCRM Email Router on Exchange Server
• Upgrade MSCRM deployment from Update Rollup 6 to Update Rollup 11
• Manage user accounts
• Install third party add-ons, resolve technical issues
• Resolve technical issues for end-users and developers
• Open support tickets with Microsoft CRM support when needed
• Train IT staff in basic MSCRM support
• Advise on future upgrades

Confidential

• Technical lead for Dynamics AX 2012 test and production environments
• Maintain test environment, including frequent database refreshes from production
• Install Cumulative Updates and hotfixes as needed
• Open support tickets with Microsoft AX support when needed
• Control user accounts to AX client
• Set up application, server, and database admin user accounts for third party developers Western Computer and Arbela Technologies in test environments
• Deploy third party developed customizations to production, monitor testing by end users, confirm successful deployment, respond to any issues that do arise
• Set up second production server for high availability
• Scratch set up new AOS server to be used exclusively as a load balancer
• Create new cluster for AOS load-balancer server and production application servers
• Configure Management Reporter for Microsoft Dynamics ERP
• Configure Microsoft Dynamics AX Application Object Server AOS connection to Microsoft SQL Server Reporting Services

Confidential

• Identified an extreme slow performance issue with our SharePoint 2010
• Engaged an outside consultant to pinpoint the root cause as a the crawl service was straining the hardware resources, CPU, RAM on the SharePoint app servers
• Created a new Windows 2008 R2 virtual server
• Installed the SharePoint crawl service on the new server, and un-installed it from the app servers, resulting in an immediate dramatic improvement in performance
• Resolved issues with lower level users having full read/write document editing permissions, while some managers did not have the editing permissions they needed.

Confidential

• Create Windows Server 2008 R2 instances
• Upgrade CPU, RAM and hard drive space
• Add storage volumes virtual hard drives
• Attach elastic IP addresses
• Configure server instances in virtual private cloud

Confidential

• Six months in mostly Linux environment at Apollo Group, with full admin rights on most servers
• Capture and send log files to developers for analysis
• Use a variety of system monitoring commands, ie sar, ps, top, vmstat, etc
• Start and stop services
• Restart web servers, ie Apache
• Modify permissions on folders