Over ten years of experience in Information Services as an Infrastructure Support Analyst implementing best practices and functional knowledge of computer hardware mechanics and software dynamics respectively to achieve business goals. Impressive track record of positive customer feedback and customer relationship management coupled with great leadership skills in developing procedures, policies and creating resolutions for daily requests and critical issues. Indispensible resource various support services teams with technical expertise to match.
Infrastructure Support Analyst, 11/2010 to 12/2016 Royal Canin – St. Charles, USA, MO
Applied Mars's 5 principles to daily work responsibilities by writing a five-hundred page I.T.
Support handbook, covering application tools, guidelines, call center manners, processes and policies needed to attain customer satisfaction daily.
Led support team meetings during daily stand up sessions using metrics gathered from ticketing systems to evaluate and measure productivity and calculate future steps.
Oversaw change management processes on installation and system build processes.
Delegated overflow of requests on high volume and high-pressure days to neutralize workflow to better assist customers.
Supported about 700 associates under Mars and Royal Canin facilities in the Americas resolving all service interruptions, analyzing technical challenges; hardware and software malfunctions from the following contact sources; phone calls, emails, walk-ups, scheduled repairs, projects and instant messages.
Created formal communication plan formats for I.T.
Support to help standardize support desk communication to company.
Designed a workflow process to help monitor email requests to improve customer service and improve responsiveness in the support desk team.
Entered all incidents into the following ticketing systems, Magic, SCSM, SharePoint and Service Now.
Ordered Apple devices (I-Pad and I-Phones), installed Mobile Iron and setup company emails for field or internal users.
Maintained all telecommunications corporate accounts including Puerto Rico to keep them up to date on users and data plans.
Created and managed hundreds of user-accounts in Active Directory Console and added respective permissions.
Setup hundreds of new associate and contractor accounts in User Management Resource Administrator (UMRA) system, configuring each with right permissions, folder access, network access etc.
Analyzed and performed troubleshooting steps on configured Virtual Private Network instances for over 700 associates.
Installed, configured and maintained Microsoft Outlook 2010, 2013 and Lotus Notes email systems for all associates.
Ensured computer protection; installing Symantec End Point for over one thousand systems and setup exceptions to allow some leeway for applications, sites and folders.
Rebuilt (imaged and transferred user profiles) on all damaged offsite laptops and desktops in two-day turn around.
Performed data recovery from corrupted and damaged user hard drives with a 95% success rate in six years.
Granted customer access using network drive mapping and folder permissions through Active Directory and network servers.
Reviewed and ordered computer hardware and related tools for I.T.
department, corporate office and other Royal Canin and Mars sites; over $600,000 in purchases, (laptops, desktops, I-Phones, I-Pads, external monitors, portable monitors, keyboards, mice, other peripherals, internal and external hard drives, printers, toners and cartridges, conference room grade projectors and portable projectors, etc.).
Introduced and implemented a Kan Ban system to manage in-house printer accessory supply to avoid out of stock issues and improve customer satisfaction.
Installed, upgraded, migrated and deployed various software and operating systems for all Royal Canin associates and collective Mars sites.
Windows XP -Windows 10, Microsoft Office 2007 - 2013, Internet Explorer 7 - 11, Firefox, Google Chrome, Safari, Sales Force, Symantec End Point, SCCM, IOS, Snag It, Skype for Business, Lync, Cisco Agent/ Supervisor/ Historical, Live Meeting, etc.).
Created user-specific computer images using Clonezilla to help improve computer system rebuild time and increase efficiency on customer computer rebuild process.
Managed and configured over 5000 software updates as part of a deployment project.
Java, Symantec 12, Sales Force).
Configured Cisco desk phones and soft phones (VOIP) for office and home use respectively.
Maintained and provided access to all associate Mars Service accounts (Kronos, MPower, Dotmars).
Utilized a host of Remote Desktop protocol services; Log Me In, Windows 7 and 10 embedded RDP service and Team Viewer to support clients.
Installing, troubleshooting and configuring Outlook and Microsoft Office tools (Excel, PowerPoint, Word, Visio, One Note etc.).
Supported associates in the Americas using Citrix interface to switch domains and platforms, through proper configuration and user access.
Installed, configured and maintained Brother and HP printers for remote customers via WIFI, network LAN cable or LAN WIFI.
Designed cable management plans, video and audio system layout and installed projectors ranging many sizes and features in over fifteen conference rooms including an Epson touch screen projector for intuitive use.
Used group policy updates to install and run latest versions of SCCM on client computers.
Experience working in Navision (ERP system) creating departmental POs and logging accounts for payment.
External Customers & Vendors - Established and maintained great business partnerships with DELL, AT&T, Verizon, Staples Advantage, Staples Technology, NewEgg Business, Copying Concepts, GFI digital, Log Me In and PC Mall to help provide the best in class tools and software to cater to the business needs of our customers.
Encouraged competitive pricing to allow Royal Canin with the best market value for a product.
Service Level Agreement - Designed an S.L.A standard for Royal Canin U.S.A.
internal use and incident request workflow.
Developed S.L.A chart to help allocate priority levels on SCSM ticketing systems to help categorize customer requests.
Asset Management - Tracking inventory and purchase for all Royal Canin.
Asset Disposal Management - Worked closely with Finance department to generate reports on fixed assets and responsible for bi-yearly disposal of all damaged and outdated technology using Mars disposal program.
Managed Leasing agreements - Negotiated a new long-term lease agreement with GFI digital saving $1200/month for Marketing department and Royal Canin, USA.
Documentation - Constantly creating and maintaining a Royal Canin support knowledge base weekly.
Documented entire support desk's manual, procedure and policy book.
International Business Experience - Designed a flow chart of I.T.
processes for RLE and RFT site transitions to Mars Inc.
Trained over 40 associates at Mars chocolate, Brazil on proper support model and I.T.
Onboarding Process - 3.5hour I.T.
training sessions for about 120-180 new associates yearly in 'New Associate Orientation' class in St.
Charles, MO, U.S.A.
Teaching the basics, policy, security, and standards of all Mars and Royal Canin software and hardware, (laptop, I pad, I-phone, external hard drive).
Redesigned and improved the onboarding process for newly acquired sites Fremont NE (RFE) and Lewisburg OH (RLE).
Worked regularly with P&O and Mars IT Analysts to establish standards of onboarding processes.
Monthly improvement and streamline the overall experience for new hires to ease their transitions (technical documentation for.
Regional Cross - Training - Designated point of contact for all Royal Canin support agents in the Americas; help align all sites on best practices using documentation with improved processes to illustrate our support model for Mexico, North Sioux City, Rolla, Fremont, Lewisburg and Brazil.
Contractor - IT Support Specialist, 10/2009 to 11/2010 Charter Communications – St. Louis, MO
Supported and handled VPN issues / Installed VPN Certificates and configuration.
Managed employee accounts in Active Directory for over 15,000 network users.
Created Distribution Lists, Security Groups and provided the right permissions per group/department in AD.
Setup and managed Email accounts for over 15,000 users on several Microsoft Exchange Servers.
Maintained employee and customer accounts using in-house applications (ICOMS, KMS EDW, CSG, Charter VPN, People Soft, RUMBA, Sigma, Aurora, Khalix, Oracle, E-Time, Citrix etc.) on Windows Vista and previous platforms.
Configured user's PDAs, smart phones and Blackberry activations for emails on Windows Microsoft Exchange servers and BES servers respectively.
Assisted users/ employees in installing applications and programs on Windows Vista platforms for over 15,000 employees.
Knowledge of preparing Remedy/MARS tickets and escalations.
Troubleshooting various windows Vista issues for over 15,000 employees daily on computer efficiency.
Computer Systems Analyst, 05/2009 to 07/2009 US Food Services – St. Louis, MO
Managed and maintained Active Directory for over 5,000 users and administrators collectively.
Maintained application security in windows environment.
Troubleshooting Email Systems
Computer Tech/ Helpdesk Analyst, 10/2007 to 04/2009 Duke Manufacturing Company – St. Louis, MO
Windows Operating System (2000, NT, XP Professional, Vista), installation and troubleshooting knowledge of Administrative Tools and services, IIS, Microsoft Terminal Services.
Migrated user from one Domain to the other using Altiris Console.
Troubleshoot Microsoft Excel, Access, Word, Outlook and PowerPoint issues and provide assistance.
Maintained a 100% record for resolved call issues.
3000 call tickets closed).
Developed and prepared Purchase Order guide documents and Help desk questionnaires for helpdesk support in; Sedalia, Prague and United Kingdom.
Knowledge of Microsoft Exchange Server 2003, Lotus Notes and Novell Client emailing systems.
Daily Inventory checks to ensure maximum number of surplus supplies (hardware, cartridges and software).
Migrated, Installed and supported Symantec End-point Anti-Virus from domain server for over 1000 employees.
Managed user accounts on UNIX systems and over sixty printers on UNIX system.
Network troubleshooting NIC, WAN, LAN, VPN and TCP/IP configuration switches and routers.
Placed custom orders on parts needed for installations, rebuilding and repair on older computers.
Active Directory security groups, distribution list, permissions, and new employee setup.
Configured accounts on Novell Client and troubleshooting Novell GroupWise 7 emailing system.
Supervised asset management tasks and inventory control; quotes and created purchase orders.
Controlled Internet security using 'Websense' policies and categories to block and unblock sites for employees.
Remotely installed and transferred software and data/files respectively.
Knowledge of Windows 95/Windows 2000/Windows XP, XP professional, Windows Vista, and Data Communications.
Experience in (BES) Blackberry Enterprise Server; Setting it up, configuring and deploying service/ synching email service.
Transferred FTP files to other networks and configured PC hardware/software.
Developed a well-documented guide for Asset Management and equipment tracking software for Duke Manufacturing Company.
Configured, installed and provided support for network printers, scanners, telecommunication devices and fax machines.
Served in "Help Desk" capacity on rotation.
Built Ethernet cables (CAT-5 cabling) synchronized and tested them for network use for all Highway Patrol Troops across Missouri State.
Installed computers and software as part of system upgrades.
Uploaded and modified company software on various system units to better working environment.
Improved day-to-day output by trouble-shooting network disability for over 30 employees.
Run Ghost utility tools on CFC tough books to wipe out memory, install and configure OS for later use.
Analyzed sequence, performance and efficiency of servers and mainframe systems to detect poor functionality.
Assistant Admin and Technical Support Specialist, 08/2004 to 05/2006 Lincoln University – Jefferson City, MO
Managed IT co-workers, prepared documents (SharePoint site) and performed training.
Project Management/Analysis consulting and making decisions for IT department.
Administered, issued and managed servers for computer labs respectively ensuring a user-friendly atmosphere.
Assisted many students in the general use of Computer Design and Graphics using Adobe Photoshop, Microsoft Office, Internet Explorer and Virus control.
Operating System installations, boot sequence troubleshooting, network configuration, software installation, hardware (internal and external part) replacements and maintenance.
Installing FTP from windows server 2003 set NTFS, Web permissions and Web contents for new websites.
Implemented security on web servers to protect files and explained specific roles to colleagues.
Fully engaged in Lincoln University website design and structure implementation with team.
Bachelor of Science: Computer Information Systems, May 2006 Lincoln University -
CISCO - Certified Network Associate - CCNA; class completion, 280 hours. Certified by AXELOS: Vatterott College -