Jim Harmon Email & Phone Number

Davenport, Iowa Area

Coordinate day to day project and operational activities across a variety of teams; Ensure escalated incidents and requests are addressed in a timely manner and that established service levels are consistently achieved; Serve as the escalation point for incidents and problems and ensure issues are resolved with an appropriate sense of urgencyDrive joint ownership of automation capability with Microsoft Dynamics Platform Manager:Identify inter-dependencies and productivity barriers between the development and operations functionsIdentify opportunities to automate operations activities that impede the delivery processCollaborate in the design, implementation, and maintenance of automated processesStandardize change, validation, and deployment processes to reduce complexityCollaborate with Dynamics team and Service Desk for effective use of knowledge books for improving self-serve and first call resolution Coordinate resolution of complex issues that involve multiple resources both internal and external (Vendors). Facilitates customer communications should there be any service interruptions or outagesResponsible for coordinating and keeping track of the maintenance activities and tasks for Dynamics platform that are necessary for smooth running on day to day operations and projects; Work with Dynamics team members to create run books for maintenance activitiesResponsible for creation and communication of support and maintenance dashboards; Apply industry standard metrics and best practices for IT Service Management; Identify and report on key performance indicators, implement standardized processes and procedures, and proactively adjust resources as needed to meet established service levelsConveys end users feedback to Dynamics team members; Effectively reports new or recurring problems to Dynamics team membersResponsible for creating, updating and communicating the Dynamics support and maintenance plan with various stakeholders

Davenport, Iowa

Install, configure, upgrade, and L3 Support for all Microsoft CRM 2013 Environments. Also support various Integration's to the CRM Platform.

Muscatine, Iowa

 Systems Analyst: Primary focus has been the support of the Go to Market and eBiz Infrastructure teams. Administration of the Microsoft CRM Dynamics on-premise, multitenant application, including the installation and maintenance of all current versions. This includes creating and migrating solution packages and SSRS Reports as needed. Maintenance includes after hours upgrades. Advanced support for CRM members related to, but not limited to, application and connectivity issues. Setup and installation of the new CRM 2011 environments (DEV, QA and Production). Working with other teams to design a migration path to CRM 2011. Supporting the day to day operations of Emailtopia. Working with various teams to automate the importing of data into Exact Target, a remote marketing tool. Participating in the after hour’s on-call rotation to support all of HNI's web sites. Also perform web deployments after hours to production web sites.

Muscatine, Iowa

Administrate various applications including the updating and day to day back-end operations. Maintained server reliability while striving for 100% uptime and application availability. Applications included, Microsoft CRM Dynamics(4.0/2011), Emailtopia, and Foglight. Our team was responsible for resolving escalated issues from other support teams. Provided advanced support for both internal and external members utilizing various interactions with other support teams.

Muscatine, Iowa

Administrate various versions of Windows and Novell server class operating systems, using both Microsoft Active Directory and Novell eDirectory. Setup and install new servers and applications. Publish applications using Novell Zenworks and a Citrix server farm. Administrate the corporate e-mail Novell GroupWise 6.5, along with a Blackberry BES server for mail and calendar synchronization. Install and replace CISCO switches as needed, along with supporting the CISCO wireless network. Setup, configure and deploy new printers, laptops, computers and various networking equipment. Operate current AS/400 functionality. Administrate the Definity phone system and the Intuity voice mail system. Administrate system wide forms design program including mapping data and inserting bar codes. Administrate both in-house and long distance pager systems. Administrate company cellular phone usage. Take lead on many projects including building remodels and additions. Network hardware implantation setup and installation. Coordinate outside vendor needs for projects to ensure correct voice, data and electrical needs. Provide support for various team projects needing Information Technologies support. Work with Human Resources and department directors to insure employees have correct software security. Administrate in-house Intranet web site using Microsoft Front Page. Provide All aspects of support for the Spice Works Help Desk, including all tickets reported by users for anything related to Information Technologies. Provide support for both old and new HIMS systems on AS/400 and Windows platforms. Provide after hours support for all aspect of Information Technologies, currently 182.5 days out of the year.

Muscatine, Iowa

administrate a Novell 3.12 network connected to an AS/400 mainframe, including the installation of new workstations and software. Maintained security and backup procedures, including adding new users with sufficient rights to programs and testing the backup and restore procedures for all of the programs on the network. This position also backs up the Data Processing Manager, and provides support for after hours and weekends to the branches and all computer operators. Also administered the AT&T System 75 phone system.

Muscatine, Iowa

setup and operate an IBM AS\​400 mainframe computer system, monitor batch job processing and reply to system console messages. Resolve system abends and equipment failures. Also do nightly check sorting, print and distribute all reports created by the nightly update.

South Bend, Indiana Area

Computer Operator: setup and operate an IBM system 370 mainframe, reply to console messages. Monitor batch job processing and resolve job cancellations. Maintain steady flow of output to I/O clerk through the use of laser printers, microfiche unit and line printer. Monitor the Bank’s on-line network to ensure customer and user availability.Check Sorter Operator: responsible for simultaneously operating two Unisys DP 1800 document processors used to micro encode and film incoming checksInput-Output Clerk: responsible for balancing all systems and reports; making corrections as needed. Inspect quality of all out going reports and microfiche before sending out to the various branches and departments.