Earl Hackler Email & Phone Number

New York, New York, United States

Chattanooga, Tennessee Area

Knoxvilel Tennessee

Maryville Tn

• Provide technical support to over 20,000 end users world wide via Telephone and email• Provide top level support to ensure that all incidents were managed based on SLA guide lines• Responsible for various reporting and tracking tasks via Remedy ad-hoc reporting• Provided tier one technical support for the Life Tech project team• Responsible for the timely handling of all Priority 1 incidents and issue escalation as needed. • Performed manual domain migrations for the Life Tech project team• Corrected Active Directory account issues as needed• Initiated call-back steps to work any trouble issues currently in queue or follow up of existing incidents.• Setup and maintained BP Growth Service Desk SharePoint site and maintained all knowledge base articles• Responsible for the UCAMS account life cycle for over 1000 users• Assisted end users by investigating and troubleshooting all reported incidents and following through to the satisfactory resolution of all incidents• Worked with the project team to ensure that all infrastructure changes were handled accordingly and communicated effectively based on the contract needs so that support issues did not arise.• Responsible for setup and maintenance of all incident management procedures• On-call 24/7 to ensure all after hours issues are resolved in a timely manner

• Help desk support of over 500 users in an AS/400 and Windows environment• Project lead for the re-write of all user access levels in 2006 which resulted in a complete overhaul of over 500 user accounts in an AS/400 environment. Completed in 2007 • New desktop system builds which resulted in the installation of the operating system and various software packages needed by the user• Matrix Security System administration which consisted of system design, setup, deployment, and maintenance of 15 different Frontier access levels in a server 2003 environment. • Provided tier one support for over 500 users in a Windows environment• Setup and maintenance of 10 different Help/Systems products in an AS/400 environment• Responsible for the complete user account life cycle in an AS/400 environment• Initiated and executed the installation of all PTF's in an AS/400 environment • Provided after hours AS/400 and Windows support for over 500 users• Initiated and executed all weekly, monthly, and yearly processing in an AS/400 environment• Responsible for all Data Center backup procedures and inventory of all tapes.• Identified, scheduled, and executed the transmission of all Electronic Data Interchange files In an AS/400 environment• Managed the design and setup of all networked hardware attached to the AS/400 environments

• Responsible for overseeing the operations staff and evaluating their specific needs• Conducted interviews of possible candidates for employment with the operations team• Conducted yearly reviews and goal setting of 5 team members• Generated payroll production for over 5000 employees• Generated accounts payable for both internal and external expenses• Monitored daily work and conducted changeover between shifts• Monitoring of all servers and worked to resolve issues as needed• Nightly tape backups of over 100 servers• Help desk duties which required support for over 5000 employees• Printed and distributed various nightly financial and medical reports• Processed all nightly operations (insurance billing, system maintenance, etc.)

Associate Of Occupational Science, Information Technology

Graduated with highest honors having a 4.0 GPA

Education record