Dennis Harms Email & Phone Number

San Jose, Ca, Us

San Jose, California

Santa Clara, Ca

Supported 55 globally dispersed remote offices with 10K end users. Managed service tickets through ServiceNow. Identified root cause for daily telephony issues. Delivered small to large system release / upgrade projects. Procured telecom equipment, maintained Avaya 55 PBXs, and worked with internet service providers (ISPs) to ensure uptime.• Managed upgrade project for Avaya release management by working with Avaya IT team to coordinate schedules with minimal downtimes for employees, troubleshooting and resolving issues, and ensuring deadlines were met for 50 Gateways.• Contributed to business acquisitions by leading projects to collaborate with key stakeholders at acquired business in onboarding and training staff of up to 150 on telecom systems and technology.• Worked in core team to deliver new build project by analyzing business / technical requirements, gathering quotes from vendors to recommend equipment, and supporting implementation.• Reduced operation costs by completing seamless migration of T1 to SIP conversion of trunks.• Ensured Service Level Agreements (SLAs) were met by resolving a high volume of issue tickets for vendors and internal customers within tight deadlines and maintaining accurate and detailed records.

Santa Clara, Ca

Supported West Coast data center housing 40 racks and 250 servers and devices. Configured new servers, managed cable runs and campus IDF rooms. Implemented IBM Tivoli patching for Microsoft OS servers. Performed tape backups and offsite tape vaulting. Supported engineering infrastructure, remote offices, yearly inventory of servers, Active Directory, and DHCP / DNS protocols.• Defined and documented step-by-step data center shutdown procedure and prioritized high-risk servers / devices for shut down, cutting shutdown time 40% and reducing issues and risk.• Managed 2 Office relocations projects and led project to establish lab and telecom infrastructures, working across business lines to coordinate schedules, resolve issues, and minimize disruption to work flow.• Optimized uptime of infrastructure by performing maintenance and troubleshooting faulty server issues.

Provided technical support for imaging of new laptops and desktops and configuration of all devices, cell phones, IPADs, and PDAs for 6K users. Supported remote office and executive meeting technology and resolved simple to complex desk top escalations.• Ensured technology for Executive Quarterly Business Review meetings was functional by configuring audio for GoToMeeting and presentations applications, and resolving technical issues for C-level and VP staff.• Managed move for IT group to new building and organized Service Desk Level 2 operations, ensuring team was 100% optimized on first day.

Supported executive staff and end users of 800 employees, setup and configured servers, desktops, laptops, Active Directory administration, Exchange Mail, VPN, DHCP, DNS, Blackberry, and MS Windows operating systems. Provided Y2K and Exchange migration support. Built and configured images for company standard computers. Trained and mentored service desk support technicians.• Provided comprehensive technical support to C-level executive team by configuring, maintaining, and upgrading a wide range of technology for home offices, meetings, and external devices. • Completed timely setup and testing of video streaming for each company meetings and events to other remote employees and offices.• Contributed to IT Sarbanes-Oxley (SOX) audits by completing inventories of company assets and fielding technical questions / issues from auditing team.

Santa Clara, Ca

Responsibilities included the desktop support for IBM compatible systems and some Network Administration for a customer base of over 6000 users. Software Installation and troubleshooting of Operating Systems such as DOS, Windows 3.1/95/98/NT. Also the support of applications such as Novell Client 32, Microsoft Office, Lotus Notes, FTP Onnet, STAR, SAP, CMS, Netscape, Reflections, Acrobat Reader, Global View, People Soft, and many other software packages. Configuration new setup and repair of both desktop and laptop computers, remote access setup for analog and ISDN dial-up, also DHCP and TCP/IP configuration. Setup and configuration of printers for personal computers and the also the network.