Meticulous and driven system administrator with experience in ERP application system and server administration. Proven skill in performing preventative maintenance to reduce and eliminate business interruptions. Experienced in quickly and effectively remedying issues to bring application servers and services back to functionality after incidents or crashes. Strong communication and interpersonal skills with ability to explain technical concepts to non-technical audiences.
Skills
Enterprise System Management
Preventative Maintenance
Enterprise Application Installation
Data & Technical Analysis
Performance Tuning & Analysis
System Upgrades
Server Maintenance & Expertise
Software Change Management
Technical & Business Specifications
Technical Writing & Education
Technical Support
Hardware Knowledge
Infrastructure Planning
Problem Solving
Apple, Law, Software support
Asset management, Marketing, Technical Support
Automate, Mentor, Desktop support
Automation, Access, Technical Writing
Budgeting, Windows 7, Troubleshoot
Business Management, Windows, Troubleshooting
Business systems, Windows XP, Upgrades
Change Management, Migration, Upgrade
Hardware, Enterprise, Website
Computer hardware, Network
Continuous improvement, Operating systems
Credit, Order management
CRM, PLM
Clients, Problem Solving
Client, Processes
Customer satisfaction, Programming
Customer service, Repairs
Database, Researching
E-commerce, Sales
Email, Scripting
ERP, Shipping
Features, SQL
Finance, Structured
Financial, Systems Analysis
Inventory, Technical Analysis
IT management, Technical Management
Work History
ERP System Administrator, 02/2016 - Current Equitrans Midstream Corporation – Canonsburg, PA,
Install, upgrade, customize, and support off-the-shelf ERP, CRM, Point of Sale, shop timekeeping, QMS, budgeting, shipping, and PLM software.
Identify and install patches and solutions to fix bugs in existing applications.
Played a central role in a company-wide, multi-year ERP re-implementation and digital transformation project, followed up by multiple software integration and upscaling projects.
Establish application specifications and analyze workflows, access, information, and security requirements.
Install important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Design proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
Collaborate with software engineers and the finance team to deliver customized, automated order management and finance solutions into ERP workflows.
Work with users to determine areas of technology in need of improved usability and ensure that processes scale to meet business requirements.
Drive continuous improvement of IT governance processes resulting in increased communication and coordination between operations and IT stakeholders.
Implement corrective plans of action to address enterprise application performance issues, including availability, utilization, and latency.
Complete reports detailing enterprise application and systems performance, costs, and downtime issues.
Mentor and train new staff to build a highly-productive group of application business system analysts and support technicians.
Manage and maintain third party software support agreements and relationships.
Automate critical nightly ERP batch processes using Task Scheduler and complex scripting.
Keep software licenses current for all ERP related enterprise software.
Orchestrate integration and communication of software upgrades.
Conduct testing and troubleshooting for various software remotely and onsite in 4 server environments to maintain operational readiness and application uptime.
Established coordinated methodology to integrate and update software products and improve system compatibility.
Technical Analyst, 03/2013 - 02/2016 General Dynamics – Saint Louis, MO,
Worked with a team to provide 24/7 support to more than 3200 end users located across 51 countries to troubleshoot issues related to the company's custom-built, proprietary web-based enterprise freight-forwarding application through ticket-based resolution.
Analyzed and identified software application code and data defects by researching log data and by writing and developing SQL queries to locate and evaluate evidence within a structured database.
Balanced IT management vs.
Business stakeholder requirements and expectations through professional communication and well-informed business acumen.
Supported and managed multiple new application feature roll-outs, integrations, and deployment within all countries of operation.
Collaborated with and across teams to collect input from end users and developers, understand their requirements, perform testing, and improve processes and operations.
Provided occasional on-call support during unplanned system outages & weekend maintenance windows.
Fixed data problems and educated end users regarding temporary work-arounds and long-term process changes as part of larger continuous improvement efforts to solve business problems and retain loyal, satisfied clients.
Systems Analyst / Website Support Intern, 09/2011 - 02/2013 Avalon Bay – Hingham, MA,
Led a project to migrate all business systems to an easy-to-use, cloud-based application to provide transaction automation for all online sales, combine order & customer data into one CRM system, and introduced new inventory & marketing controls to save $8,000 (70% of annual IT costs) per year.
Installed, configured, and customized a new website using a Magento CE e-commerce platform to provide the business and their customers with over 200 new features, a simplified interface, improved reliability, and was projected to drive website sales conversions up by 22% over the previous year.
Collaborated with management to implement their ideas, understand their requirements, capture feedback to improve their operations and processes.
Managed network & desktop support services for users, including hardware, software, printing, & wired / wireless network infrastructure.
Technical Support Services Intern, 06/2011 - 08/2012 Peer Technologies – City, STATE,
Performed network & desktop support for 20+ medical clinics, law firms, & financial institutions in Portland and rural Oregon.
Worked with senior support engineers and traveled independently to install new equipment & prevent business disruptions.
Contributed in a client's project to deploy 500+ new computers as part of a migration from Windows XP to Windows 7 at OnPoint Community Credit Union.
Apple iPhone Technical Support Specialist, 11/2008 - 11/2009 ACS, Affiliated Computer Services, Inc – City, STATE,
Provided exceptional customer service and technical support to dozens of iPhone customers per day.
Diagnosed and resolved a wide variety of hardware and software problems and consistently achieved 100% customer satisfaction ratings on post-call email surveys.
Participated in regular training to ensure full understanding of new products & CRM software updates.
Help Desk Support Technician, 10/2007 - 08/2008 City Of Provo – City, STATE,
Managed computer hardware and software for an organization of over 600 employees; reduced unnecessary inventory by 80%.
Leveraged Computer Associates Unicenter asset management software to install and configure operating systems and to remotely deploy productivity software based on daily employee demand.
Identified and repaired computer hardware and software issues throughout a diverse organization; reduced business disruptions by 20% by implementing a proactive preventative maintenance plan; handled multiple projects simultaneously.
Education
Bachelor of Science: IT Business & Systems Analysis, Expected in 2012 - Oregon Institute of Technology - Portland, OR GPA:
Dean's List Academic Honor Student, Systems Analysis and Design
Programming & Scripting
Technical Management and Support
Business Management & Communication
Work History
ERP System Administrator, 02/2016 - Current Benchmade Knife Company – Oregon City, Oregon
Install, upgrade, customize, and support off-the-shelf ERP, CRM, Point of Sale, shop timekeeping, QMS, budgeting, shipping, and PLM software.
Identify and install patches and solutions to fix bugs in existing applications.
Played a central role in a company-wide, multi-year ERP re-implementation and digital transformation project, followed up by multiple software integration and upscaling projects.
Establish application specifications and analyze workflows, access, information, and security requirements.
Install important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Design proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
Collaborate with software engineers and the finance team to deliver customized, automated order management and finance solutions into ERP workflows.
Work with users to determine areas of technology in need of improved usability and ensure that processes scale to meet business requirements.
Drive continuous improvement of IT governance processes resulting in increased communication and coordination between operations and IT stakeholders.
Implement corrective plans of action to address enterprise application performance issues, including availability, utilization, and latency.
Complete reports detailing enterprise application and systems performance, costs, and downtime issues.
Mentor and train new staff to build a highly-productive group of application business system analysts and support technicians.
Manage and maintain third party software support agreements and relationships.
Automate critical nightly ERP batch processes using Task Scheduler and complex scripting.
Keep software licenses current for all ERP related enterprise software.
Orchestrate integration and communication of software upgrades.
Conduct testing and troubleshooting for various software remotely and onsite in 4 server environments to maintain operational readiness and application uptime.
Established coordinated methodology to integrate and update software products and improve system compatibility.
Worked with a team to provide 24/7 support to more than 3200 end users located across 51 countries to troubleshoot issues related to the company's custom-built, proprietary web-based enterprise freight-forwarding application through ticket-based resolution.
Analyzed and identified software application code and data defects by researching log data and by writing and developing SQL queries to locate and evaluate evidence within a structured database.
Balanced IT management vs.
Business stakeholder requirements and expectations through professional communication and well-informed business acumen.
Supported and managed multiple new application feature roll-outs, integrations, and deployment within all countries of operation.
Collaborated with and across teams to collect input from end users and developers, understand their requirements, perform testing, and improve processes and operations.
Provided occasional on-call support during unplanned system outages & weekend maintenance windows.
Fixed data problems and educated end users regarding temporary work-arounds and long-term process changes as part of larger continuous improvement efforts to solve business problems and retain loyal, satisfied clients.
Systems Analyst / Website Support Intern, 09/2011 - 02/2013 King's Mums, LLC – Oregon City, Oregon
Led a project to migrate all business systems to an easy-to-use, cloud-based application to provide transaction automation for all online sales, combine order & customer data into one CRM system, and introduced new inventory & marketing controls to save $8,000 (70% of annual IT costs) per year.
Installed, configured, and customized a new website using a Magento CE e-commerce platform to provide the business and their customers with over 200 new features, a simplified interface, improved reliability, and was projected to drive website sales conversions up by 22% over the previous year.
Collaborated with management to implement their ideas, understand their requirements, capture feedback to improve their operations and processes.
Managed network & desktop support services for users, including hardware, software, printing, & wired / wireless network infrastructure.
Performed network & desktop support for 20+ medical clinics, law firms, & financial institutions in Portland and rural Oregon.
Worked with senior support engineers and traveled independently to install new equipment & prevent business disruptions.
Contributed in a client's project to deploy 500+ new computers as part of a migration from Windows XP to Windows 7 at OnPoint Community Credit Union.
Apple iPhone Technical Support Specialist, 11/2008 - 11/2009 ACS, Affiliated Computer Services, Inc – Tualatin, Oregon
Provided exceptional customer service and technical support to dozens of iPhone customers per day.
Diagnosed and resolved a wide variety of hardware and software problems and consistently achieved 100% customer satisfaction ratings on post-call email surveys.
Participated in regular training to ensure full understanding of new products & CRM software updates.
Help Desk Support Technician, 10/2007 - 08/2008 City Of Provo – Provo, Utah
Managed computer hardware and software for an organization of over 600 employees; reduced unnecessary inventory by 80%.
Leveraged Computer Associates Unicenter asset management software to install and configure operating systems and to remotely deploy productivity software based on daily employee demand.
Identified and repaired computer hardware and software issues throughout a diverse organization; reduced business disruptions by 20% by implementing a proactive preventative maintenance plan; handled multiple projects simultaneously.
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