Craig Slack Email and Phone Number

Government Job reclassification

Content Management & Analytics Team. Working to deploy Laserfiche ECM within Department of Health & Welfare

• Troubleshoot and resolve issues for Document Automation customers via remote assistance software, phone, email, or site visits to fulfill Fisher’s mission to make our customers extremely happy.• Designed and implemented Laserfiche forms, workflows, image capture, and document processing for internal Fisher’s document automation processes which automated cumbersome, paper based project discoveries.• Interviewed customers to uncover document processing bottlenecks and inefficiencies; then designed and built complete Electronic Content Management solutions that exceeded their expectations.• Assisted in pre-sale efforts including discovery, demonstrations, proofs-of-concept, design, implementation and training which enabled the customer to understand how the solution could transform their business.• Consulted with existing customers on continuous process improvement to help them achieve maximum ROI for their software investment.

• Designed, configured, and installed the wired and wireless network infrastructure with clients and servers for the new office enabling users to share resources and internet access. Terminated cables and built CAT5 patch cables to connect devices to the network.• Troubleshoot, administer, maintain, and resolve Windows workstation and server hardware and software issues, eliminating downtime and unproductivity.• Troubleshoot and fix or contact service for all computing and printing hardware, providing temporary ‘work-arounds’ to enable daily business to continue until a permanent solution was in place.• Administrated backup for servers and workstations, insuring data integrity and recoverability.• Evaluated, purchased, configured and tested new workstations, servers, peripheral equipment and software when analysis proved that system effectiveness would be improved with the upgrade.• Spearheaded and implemented a project to transition HR and payroll from QuickBooks to ADP, saving 6 hours of bi-weekly payroll processing time. • Performed all HR recruiting, hiring, on-boarding, benefits and payroll functions for a $10 million company with over 100 employees.

• Supported a large enterprise of Windows and Mac users in a local office and remotely located across nine states. Resolved hardware, network, email, printing, application, VPN, VDI, and operating system problems to maintain worker productivity.• Performed new user setup in Active directory, accurately assigning the user and computer to the appropriate security groups to insure proper access and operation.• Maintain accurate inventory of all equipment, software and licenses to protect the company’s investment and know the user assignment, warranty and service status of each. • Documented incidents in ZenDesk, a cloud based ticket based tracking system which updated the user as well as created a knowledgebase for future incidents which enabled efficiency in resolution of problems. Then followed up with the user after resolution to make sure that they were satisfied with my service.• Prepared new user hardware by imaging the hard drives with Microsoft System Center Configuration Manager (SCCM). This imaging process reduced time to roll out hardware for a user to a few hours.• Installed, upgraded and configured all user applications correctly which reduced user frustration.• Setup, supported and managed all mobile Windows, iOS, and Android based devices. Assisted users with hardware and software issues and replacement if necessary in order to maintain availability.• Performed training and orientation for all enterprise technology which created immediate user competency and confidence• Created and maintained support and user documentation which was accurate and easy to follow.• Insured that systems stayed on-line with a minimum of downtime or inconvenience to users as the sole on-site IT person for a busy 24 x 7, high availability, fast-paced, distribution center.

• PC User Support: Support 150 PC users in a Windows 2000/2003 server environment with Windows 2000 & XP clients. Resolve hardware, software, network, email, printing, and operating system problems in an expedient manner with a personal goal of fixing the first time. • Administration: Perform administration for the Windows 2003 network domain, active directory, and Exchange 2000. Add, delete, and modify user profiles and security options. Configure server disk space and monitor server disk utilization. Administer and support sales force automation systems. Administration of Microsoft Windows Server Update Services (WSUS). Administration of Veritas BackupExec backup server and rotation of backup media.• Documentation: Create and maintain support documentation and databases.• Research & procurement: Stay current with technological trends. Evaluate and implement products which may improve enterprise performance. • Repair: Troubleshooting and repair of all Servers, Laptops & Desktop PC’s. Dell certified repair technician.

• PC User Support: Support 90 PC users in a Windows 2000 server environment with Windows NT and 2000 clients. Resolve hardware, software, network, email, printing, and operating system problems. • AS/400 User Support: Support 40 PC users accessing an AS/400 via Telnet using Rumba Client Software. Resolve client software configuration issues, AS/400 error message response, and device communication problems. Produce reports for users when requested.• Administration: Perform user administration for the Windows 2000 network domain, active directory, and AS/400. Add, delete, and modify user profiles and security options. Configure server disk space and monitor server disk utilization. Administer and support sales force automation systems. Administration of Norton Anti-Virus server and clients. Administration of ArcServe backup server and rotation of backup media.• Documentation: Create and maintain support documentation and databases.

• Customer Satisfaction Management: Manage Customer Satisfaction via daily contact with customers and distributors. Take action where necessary to address distributor customer service deficiencies.• Technical Advisor: Provide technical direction for distributors to use in solving customer issues regarding the use and implementation of technology.• Coordination: Use resources available to solve customer issues.