Northampton Community College

Stroudsburg High School

IT Operations Analyst at QVC

Bethlehem, Pennsylvania, United States

- Experience navigating Windows and Unix operating systems. Also with SQL, Servers, IBM, VMWare horizon, Virtualization, etc.
- Performed preventative maintenance on assigned technologies(e.g., enterprise, network, telecom), by following established procedures.
- Provides incoming call support for all operational related
incidents/escalations. Provides proper turnover reports to other shifts/colleagues.
- Monitors performance of the operations environment providing 1st level event and incident response and resolution, including coordinating with vendors when needed.
- Continuing to develop an understanding of the infrastructure and all applicable processes and procedures.
- Performs basic-mid level fixes to complex problems, following detailed instructions as defined by existing protocols.
- Effective teamwork with IT colleagues displaying professionalism and respect.
- Coordinates resolution efforts, arranging and facilitating calls with appropriate IT support teams
- Responsible for producing documentation in a clear and concise manner.
- Stand-in Incident Commander: Managing major incidents and properly setting up the communication channels to senior leadership. Experienced in guiding any incident to its resolution as quickly and completely as possible, managing the resources, plan, and communication involved in that resolution - (pre,during, post major process).

IT Operations Analyst

- Work with end users to identify and deliver required service levels.
-  Install and provide hardware/software support of all employee facing devices.
-  Install and provide hardware/software support of all customer facing POS implementations.
-  Provide software support to business partners for office applications, such as spreadsheets, databases, E-Mail, SAP and other productivity software.
-  Maintain user documentation, procedures and libraries for installed products.
-  Evaluate, maintain and modify desktop software packages and participate in the testing and evaluation of new desktop software deployments.
-  Provide Audio/Visual and video conferencing support for business partner and customer presentations.
-  Provide device support for all wireless devices including PC’s, printer, phones, tablets, handhelds and safety equipment (ShockWatch).
-  Provide 1st level support for Crayola network infrastructure including both data and storage networks.
-  Maintain the IS asset management system.
-  Receive and respond to incoming calls, pages, and/or e-mails 24x7 regarding customers facing device problems.
-  Maintain required certifications necessary to support job requirements.

Crayola

IT- Client Services Technology Coordinator

- Following/Enforcing all procedures that are in effect to ensure safety and the safety of others (cGMP, SAP, SOP, cycle counting, ordering, etc.)
- Reporting all safety issues, concerns, incidents and near misses to the team leadership.
- Deviation investigation and implementation plans to ensure a quality product is delivered every time to our customers/patients.
- Experienced in Quality Documentation (BPR’s, logbooks, etc.)
- Thorough understanding with procedures and regulations such as CFR, cGMP, PAI, FDA, etc.
- Experience in completing picklists and move tickets of all tasks that are completed in any given day
- Performing all equipment inspections and meeting production rate.

Sanofi Pasteur

Harvest Production Technician

- Actively committed to resolving technical issues and upgrading hardware and software components using BMC Remedy IT Service Management for end users.
-  Installed, upgraded and assessed facility network features and implemented new software to enhance computer programs, security and productivity.
-  Maintained over 5000+ users in active directory for the internal network domain.
-  Successfully managed and optimized Windows active directory and IBM Resource access control facility database.
-  Effectively managed IBM TC-RACF system database and collaborated closely with the buildings database administrator and management to make administrative level adjustments.
-  Assisted developer operations in patch and hot-fix deployment for improving system functions, computer efficiency, anti-malware security, and server features for a production facility.
-  Ensured strict adherence for network security penetration audits and assisted with upgrading internal security systems.
-  Effectively rewired, routers, switches, patch panels, and servers for a new 1.2M sq. ft. building.
-  Opened tickets, troubleshoot, and documented solutions regarding break fix and PLC downtimes.
-  Maintained proper service level agreement times for a production facility.
-  Deployment of assets, image and installation of windows XP, vista, 7, 8, 8.1, 10, Professional, Enterprise, Mac OS X, and maintaining End of lease/life agreements.
-  Fixed and maintained Various styles of printers and brands.
-  Creation and use of various network style cables and use of network troubleshooting tools.
-  Mobile device management. COPE, BYOD, and CYOD
-  Conference room setup and troubleshooting.
-  Release user processing in multiple warehouse systems “WMS” - SSI ANT, etc


- 4 Commendation awards for Building/Network Infrastructure set-up and maintenance of RDS/RC carts.
-  Contributed to actively updating buildings network map
- Redesigned the buildings P.M/Asset Tracking sheet

Walmart eCommerce

Systems & Network Coordinator

- Maintained inventory and aided in office work.
- Promoted sales/products and analyzed customers’ needs.
- Performed opening/closing procedures.
- Aided in store grand opening.

Manuel Flores