John Henry Email & Phone Number

•Collaborate with development teams, IT helpdesk and project managers to define 2nd level application support processes to best support business needs.•Define Service Level Agreements with internal customers according to business needs.•Lead team members in documenting problems / solutions in the support database for efficient resolution of future problems or issues.•Establish consultative relationships with business unit leaders to gauge IT needs, determine satisfaction with IT support, and proactively address any application support issues.•Identify process, documentation, or workflow inefficiencies; research issues, proposing detailed reports and solutions to the management team. •Perform root cause analysis to differentiate critical from non-critical issues, deploying team resources most effectively to provide 2nd level production application support to the business.•Evaluate, install, configure, and deploy new applications, system software, products or enhancements to existing applications. •Ensure that application meets business requirements and system goals, fulfill end user requirements, and identify and resolve system issues. •Liaise with software suppliers for prompt rectification of any problems or emergencies. Contact vendors for solutions, technical reference, and/or services required for systems expansion and maintenance.•Monitor application performance and functionality to guarantee availability.•Forecast application change and business needs. •Propose tools and processes to improve business needs

•Software installation, changes, upgrades and troubleshooting•Research and apply service packs, hot fixes and security updates to servers/workstations•Hardware troubleshooting including PC’s, MAC’s, servers, printers, copiers and network equipment•Oversee the new hire process, from hardware deployment to new hire orientation•Training of end users in computer/software use•Thorough documentation of computer inventory•Install hardware and software on work stations•Set-up and maintain network and telecommunications systems•Troubleshoot LAN, server, and connectivity issues•Re-image computers•Perform data migrations and restorations•Conduct remote problem solving when required

Dallas, Tx

Technical Helpdesk Analyst, Client Advocate

Bs, Business Systems Analyst

Aa, Business Administration