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Work experience
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2006 – Present The
Timberland Company Stratham, NH
Supervisor, IT
Customer Support (Help Desk)
- Manage
the operation of US based IT Global Customer Support staff composed of
nine technicians supporting Timberland Corporate user community and
Field Sales personnel.
- Manage
Timberlands yearly End of Life PC Workstation replacement project ($345K
for 2008), negotiate system pricing with vendor, relay project plans to overseas Timberland counter parts, update
Directorial staff with project status weekly.
- Working
with Human Resources and contract companies to manage employee turnover
through recruitment of new talent.
- Negotiate
reduced contractor conversion fees, saving Timberland $23,000 in
contract to permanent conversion of two staff members in 2008.
- Create
monthly metric reports on service levels pertaining to, IT Customer
Support Telephone performance, Help Ticket life cycle, and IT Customer
Support ticket performance, for IT Directors and CIO.
- Maintain
strict service level agreements to ensure maximum uptime for Timberlands
Corporate user base.
- Co
– IT Green Steward, researching and implementing ideas to align with
Timberlands green indicatives.
2004 – 2006 The
Timberland Company Stratham, NH
Retail Store Systems Support
- Interaction
with Timberlands World Wide Retail and Outlet store managers regarding
Second Level System Support for back office servers running Windows 2K,
Retail Ovation, and IBM
Point of Sale (POS) Systems.
- Interaction
with CRS/Epicor,
IBM, and Timberland Store Construction group for scheduling deployment
and configuration of back office server and POS systems and equipment
for new Timberland retail and outlet stores.
2000 – 2004 The
Timberland Company Stratham, NH
IT Customer Support Technician
- Provide
support and resolutions for all technology hardware and software
platforms to all internal customers. Identify, research, and resolve
technical problems focusing on first time fixes.
- Respond
to telephone calls, email and personnel requests which include OS,
software, network connectivity, printing, desktop and cellular phone
issues. Tracking and monitoring
the problem to insure a timely resolution.
- Supervising
Desktop and Laptop system turnover and yearly End of Life system
replacement projects. The yearly End of Life project encompasses the
replacement of approximately 200 systems located at Timberlands US head
quarters and another 150 systems world wide.
- Liaise
with third party service providers to provide installation, maintenance
and warranty services
1998 – 2000 The
Timberland Company Stratham, NH
Computer Operator
- Responsibilities
included running nightly processing on local AS/400 and RS6000 systems,
running nightly backups AS/400, RS6000, and Windows NT/2000 servers.
- Monitoring
globally located AS/400 and RS6000 systems for errors, verify processing
and system backups are completed on schedule, working with global
counterparts to resolve issues.
1997-1998 Seacoast
Computer Inc.
Dover, NH
Service Engineer
- Responsibilities
included setup, service, and repair of personal and notebook computer software
and hardware, dot matrix and laser printers for local law firms,
municipalities, and businesses.
- Interaction
with customers regarding installations, upgrades, and customer service
issues.
- Processing
of warranty claims.
1994 – 1997 Sensible Solutions, Inc
Plymouth, MA
Field Service
Engineer
- Responsibilities
included service and repair of high volume diskette duplication
equipment and drives located in the companies Duplication clean room as
well as customer locations.
- Maintenance
and support of corporate PCs.
- Working
with engineering teams to produce test equipment and disk labeler
control systems.
- Setup
and presentation of duplicator/labeler sales demonstrations, both in
house and on site.
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Skills
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Operating Systems: Windows 95, 98, 2000, XP
Applications: Microsoft Office 2000 and XP, Microsoft
Outlook, Project.
Networking: TCP/IP, Ethernet, Wireless.
Novel
Zenworks Asset Management
Help Desk Ticket Management: BMC Remedy, Inteq Infradesk
VPN
Clients: Juniper
SSL-VPN, Nortel
VPN
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