Experience

Priefert

• United States
• Manufacturing
• 100 - 200 Employee

• Information Technology Help Desk Administrator

  • Jul 2015 - Present



A-B Computer Solutions

• Red River Army Depot

• Director of Help Desk Services

  • Jan 2010 - Aug 2015

  Position Summary: Established the Go-live support plan, post Go-live support plan and Site Command Center (SCC) structure for the implementation of a new ERP (SAP/LMP) environment. Responsibilities: Site Command Center/Help Desk Consultant – • Develop a service delivery strategy to provide operation support for Logistic Moderation Program (LMP) a.k.a. SAP. • Develop post go-live support plan • Create processes maintaining Help Desk call delivery system Logistics Issue Tracker 3 (LIT3) • Establish Service Level Agreements (SLA) where applicable • Create Knowledge Base of LMP issues • Attend daily meetings with TACOM and AMC on SCC work stoppage issues for RRAD • Manage daily, weekly, monthly, quarterly Key Process Indicators (KPIs) and Key Performance Indicators. • Report to the Director of the LMP System Management • Meet with RRAD Commander and division chiefs of service delivery process and KPIs. • Provide support and troubleshoot issues for Logistic Moderation Program (LMP) a.k.a. SAP for RRAD employees. • Using LUMA (The LMP Security Assignment system) to help users identify what functional security role they will need to perform their job in LMP. • Maintaining Help Desk call delivery system, Logistics Issue Tracker 3 (LIT3) with most current up-to-date status. • Provide detailed scripts on solutions for LMP issue to help create a knowledge base. • Cross trained in operation confirmation, production order routings, SAP special printing, and production order support Show less



Pilgrim's

• United States
• Food and Beverage Manufacturing
• 700 & Above Employee

• Business Operations Process Analyst

  • May 2005 - Jan 2010

  Position Summary:Support for the Integration Program Office(IPO), Strategic Synergy Teams(SST), the Continuous Improvement(CI) Department and other project team throughout the Company with process analysis, data collection methodology and procedures, statistical analysis and documentation, and database creation, administration, and maintenance.Responsibilities:• Provide assistance in analyzing, documenting process throughout the company.• Assist the CI Department and IPO Office personnel with analytical and statistical skills.• Provide training on data collection methods and databases.• Play an active part on project teams that are responsible for the overall project and implementation.• Establish database and data collection methods concerning ability to deliver, performance, maintenance, design and costs solution.• SUPERVISORY RESPONSIBLITIES: Coach and train CI, IPO, SST and other team members in the areas of data collection, analysis, database management, and documentation.Achievements:In conjunction with my everyday job duties I have been able to provide a wide variety of other services for my department and others throughout the Corporation. • Created, implemented and administrated a vendor Help Desk tracking system in SharePoint 2003 for our Accounts Payable department. • Created cross department invoice issue resolution SharePoint site to support elimination of paper cycle between Accounts Payable and Procurement departments. • Created and Implemented an estimated 50 custom SharePoint sites for various departments. • Coordinated, planned, budgeted, set up, and administered the 2007 IPO Kick Off event in Atlanta, GA for 175 attendees. • Team member of several large scale company event planning teams. Lead a team that created a company-wide Suggestion/Idea portal. Show less

• Help Desk, Vendor Hotline and PC Tech Manager

  • May 1998 - May 2005

  Initial the Information Technology Help Desk supported only SAP. Then we gradually grew to support CITRIX, Microsoft Windows, Microsoft Office, all PC’s hardware and software interfaces, LAN, WAN, IP and Telephones systems. Our responsibilities grew exponentially as did the Help Desk over the years. Responsibilities:Help Desk Manager –• Develop and manage a 24 hour 7 day a week IT service delivery strategy to provide operation support including network monitoring, asset management and user management.• Coordinate with other departmental managers within IT to understand and meet requirements for application and systems-level monitoring.• Create processes for standardizing and maintaining Help Desk call delivery system.• Created, documented, and maintained user processes.• Member of the Change Management Teams• Manage daily, weekly, quarterly Key Process Indicators (KPIs).• Responsible for budgeting Help Desk expenses and overhead.Vendor Hotline Manager – • Establish system for handling vendor complaints on short pays, non-payment, payment terms, voided checks, statement rationalization…• Created documentation for the process flow of vendor issues.• Implemented and maintained tracking tool for all complaint and resolution documentation.• Weekly meeting with Procurement and Accounts Payable departments on weekly KPIs.• Standardization of department policies and procedures on invoice and caller handling.PC Technician Manager - • Managed support personnel for our World Headquarters office insuring timely assistance was rendered.• Daily direction on special projects and needs in our user environment. • Asset Management of all Information Technology equipment.• Ordered, deployed, and maintained of all IT equipment.• Implementation of KPI’s Show less