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PHONE NUMBER AVAILABLE(M) EMAIL AVAILABLEOBJECTIVE: To secure a position of increasing technical leadership in Application Support/Administration, Incident/Problem Management, Power BI Developer/Analyst.Summary: Dedicated and experienced IT Professional with over 30 years of IT experience.EducationITIL Foundations Certification, Version 2, June, 2005M. S. Information Systems Management, Ferris State University, 2004Certificate: Advanced Studies in Quality Management, Ferris, State University, 2004B.S. Computer Information Systems, Ferris State University, 1993Employment HistoryLawinger Consulting, Inc. (3M) Detroit, MI. October 2020 March 2023Application Analyst IV at 3MResponsible for providing application support for all local plant floor systems.Report and Dashboard development using Microsoft Power BI. Reporting of production KPIs and metrics as required by plant management.Assist business customers in identifying, defining, and documenting requirements leading to opportunities for improved process and manufacturing efficiencies.Perform routine audits of plant applications to ensure compliance with security standards.Provide first-level technical support to end-user community.Responsible for software setup and provisioning, application upgrades, Business Resiliency Planning.Plant-level Incident / Problem Management, Root Cause Analysis.Work with application development teams in defining requirements, development and execution of functional testing of plant application upgrades.Ford Motor Credit Corp.Incident Management/ Metrics Analyst Dearborn, MI. July 2018 - April, 2019Incident Management Analyst for Critical/High production incidents impacting FMCC globally.Responsible for BFM/BPR Metrics & Management reporting.Production of Ad-hoc metrics and reporting as required.Continual improvement of incident management and reporting processes.Application of Agile framework principles to incident management process and special projects.Responsible for ensuring team Business Continuity process readiness.Responsible for successful team migration to Contact Management Online System (CMOS).Ford Motor CompanyTeam Lead/Application Management Analyst Dearborn, MI. June 2015 July 2018Responsible for providing 3rd-level production support for business critical incidents involving the In-Vehicle Systems application portfolio.Incident and Problem Management Coordinator for supported application portfolio.Create/maintain support documentation for business critical, global application.Ensure that proper security and controls are in place per IT Policy.SQL Query Development using Oracle PL/SQL.Requirements gathering, definition.Development and execution of application test cases.Application of Agile framework principles to application support.TEK Systems (Ford Motor Co.)Systems Engineer/Analyst Sterling Heights, MI. March 2014 June 2015Provide 1st level support and administration of multiple plant floor systems and applications.Manage security and user access for plant floor systems and applications.Disaster recovery planning for local plant floor applications.Manage all IT-related purchasing for the plant using CPARS.Database administration for locally supported SQL Server databases.Client/Server and Website and Application development using MS Access, Visual Studio, VB6Annual (and as-needed) review and updates to ACR/ICR, SCRP and related documentation.CIBER, Inc. (Ford Motor Co.)Dearborn, MI. January 2009 August, 2013Provide 3rd level support and administration of Windows-based mission-critical applications.Deployment, configuration and administration of Windows Server, BizTalk, IIS, SQL Server, Windows clusters, Kerberos, VBScript, Active Directory, DHCP, WINS, DNS,TCP/IP.Develop processes for Performance Management and Capacity Planning for the application environment.Incident/Problem Management Coordinator for the 3rd level support team. Responsible for driving the Incident and Problem Management processes for the team. Ensure that incidents and problems are properly resolved. Develop and enhance ITIL team policies are required. Performed advanced troubleshooting and root cause analysis.Interface with vendor support teams to determine root cause of system issues.SME and Systems Administrator for Compuware Vantage Server Monitoring, Microsoft SCOM, and HP SiteScope which are used to monitor the application environments.Develop processes for routine security auditing of the application environments according to established corporate standards. Perform audits as required.Interface with internal and external support teams for incident and problem resolution and root cause analysis.Assist development team in BizTalk applications, XML transformations, XML schema verifications utilizing SoapUI, SQL tracing and similar tools.Develop and provide knowledge transfer and training sessions for deployment and support of BizTalk environments.Develop VBScripts to automate routine administrative tasks and disaster recovery tasks.Assist in the preparation of SCRP/ICR and additional governance documentation as required.Responsible for the design and testing of disaster recovery plans within the application space.Provide 2nd level support for IBM WebSphere DataPower Appliances. This includes device configuration, proxy service deployment and maintenance.SharePoint Site Administrator. Responsible for maintaining site content, development, workflows.Administration of IBM Websphere DataPower appliance, service deployment, troubleshooting.Accenture Technology SolutionsAnalyst/Programmer Southfield, MI. September 2005 November, 2008Provide 3rd level desktop support to a community of over 43,000 users globally.Develop and document support processes as required.Provide root cause analysis services for the global support team.Develop and conduct support-oriented training for the global support team.Successful implementation and support of Interwoven Teamsite web-content management system.Active Directory administration, DHCP, DNS,WINS, OUs.Application security design and implementation.Develop technical documentation.Support and maintenance of IIS-based websites.TEK SystemsBridge Lead / Network Administrator Warren, MI. August 2004 August 2005Provide strategic and operational leadership for GM-NADC operations by supporting activities to achieve NADC and IS&S objectives, including the implementation of ITIL standards.Provide first level monitoring and support for a global, high-availability network infrastructure consisting of over 600 Unix and Wintel-based servers utilizing HP-OV/HPOM.Responsible for monitoring of data center environment including HVAC, electrical grid, security as well as the network and server infrastructure.Perform initial troubleshooting, resolution, and root cause analysis of incidents as required.Ensure adherence to established SLAs through ticket monitoring and auditing.Develop processes and procedures to ensure high service quality and resource availability.Assist in the review of plans, processes and procedures to assure clarity in roles and responsibilities, rapid response to catastrophic events and timely restoration of normal data center operations.Utilize an enterprise-class system to enable and support ITIL processes. Ensure team compliance with current ITIL processes. Develop new processes are required.Manage IT hardware assets. Track hardware, maintain lease, warranty and renewal contracts.Provide training to first-level support team enabling support across Unix, Windows and Network platforms.Judson Center Royal Oak, MI. (1999 2003)MIS ManagerDevelop and communicate MIS strategies with agency management and the Board of directors.Perform the necessary analysis, design and implementation of new office LANs as needed, including detailed cabling, hardware and telecommunications specifications.Daily management/administration of Windows-based LAN/WAN, network infrastructure, Active Directory, DHCP, DNS, WINS, OUs, Exchange 5.5/2000, SQL Server 7.0/2000, SMS 2.0, McAfee ePolicy Orchestrator, business-critical 3rd-party applications.Manage staff of MIS Liaisons and student interns supporting the network and end-user environments.Provide end-user/desktop support and training to users and support personnel as required.Manage all IS related purchases and ensure compliance with all software licensing agreements.IT Asset Management. Responsible for managing the lifecycle for all IT hardware including PCs, servers and network infrastructure from purchase to decommission.Maintain all required MIS documentation (network schematics, IP configurations, hardware/software inventories, capacity planning, resource management, MIS policies, disaster recovery plan, etc.)Computer Consultants of America, Inc. Southfield, MI. (1998-1999)Consultant: Solutions AnalystAnalyzed customer requirements and developed detailed hardware / software specifications leading to technology purchases.Project: Developed the change-control process for creating production and ad-hoc reports.Created database application used to document development and maintenance of reports.Trillium Teamologies, Inc. Royal Oak, MI. (1997 1998)Consultant: Network Management and Administration (for a Global retailer)Managed and maintained production and development servers as well as daily LAN administration in a Windows NT-based multi-domain environment consisting of over 4000 users, 100+ local and remote Windows Servers. Specific server-related responsibilities included DNS, Intranet, Remote Access, database, backup and application servers.Analyzed server requirements and developed detailed server configurations, build, deploy and manage servers.Served as network administrator and provided first level technical support within Novell Netware factory and office environments for global automotive manufacturer. Specific responsibilities included support and management of desktop applications including well-known Microsoft applications, Lotus Notes as well as in-house applications.Planned and executed initial phases in development of company intranet.Worked on teams to design, modify and implement LAN / WAN infrastructures.Managed Microsoft Windows Y2K test environment consisting of approximate 50 systems.Perot Systems Corporation. Troy, MI (1996 1997)Consultant: Network AdministratorDaily administration of a 300+ user Microsoft NT/Novell Network WAN environment, including management of all server-based network resources.Managed team of 8 to analyze, streamline and improve network administration and technical support processes.Developed, implemented, and managed resource management and capacity planning system.Implemented and administered Microsoft Systems Management Server 1.x (SMS) and SQL Server 6.x.Managed SQL Server for in-house applications and SMS. Gained experience in database administration including writing SQL scripts for database creation and maintenance, index maintenance, user accounts and permissions, resource management and capacity planning.Staging and management of all desktops and laptops.Provided end-user support as required.Complete Business Systems, Inc. Farmington Hills, MI (1995- 1996)Consultant: Network AdministratorResponsible for the daily network management and end-user support for multi-location Windows NT WAN environment supporting approximately 300 users.Managed the installation of Windows NT-based LAN at new manufacturing facility.Developed and implemented network administration and end-user policies and procedures resulting in increased network availability and efficiency and decreased support costs.References Available Upon Request |
