• Provide technical and network issue resolution to clients through phone contact and remote troubleshooting.• Maintain, monitor, and manage the AS400 systems and Robot software of 75 off site locations to ensure timely resolution of end user issues.• Wrote Templates and Macros to increase productivity and reduce wait time for problem resolution.• Utilize Remedy ticket system to organize, prioritize and update both programmers and users of the status of system issues.• Performed detailed performance analysis and tuning that identified and resolved system performance issues.• Ensure customer satisfaction through personal interaction and follow up discussions.• Coordinated resolution of environment defects identified by project teams.• Followed internal procedures for change management, incident management and escalation.• Tracked and verified project changes (Robot Alert, Mainframe, and Robot Scheduler) with respect to development, testing, stage, and production environments.• Collaborated with software configuration management teams and enterprise technology management teams to create, deliver, and maintain project environment.

In my promotion to an IT Supervisor I managed a team of four that provided all services I performed in my prior jobs with Sysco. This included report & label printing, hardware repair & upgrades, data entry, set up & delivery of trucking manifests & shipping documents. I managed these daily operations, did time scheduling, employee reviews, employee access and created/updated procedural documentation. I oversaw new product installation and did beta testing.

I held three separate operating positions during this period with Sysco Jackson. I was hired as a Swing-Shift Operator, moved to Third-Shift Operator and was finally positioned as First-Shift Operator. As an IT Operator I was responsible for report printing & distribution, system monitoring and data entry. I provided PC and printer maintenance as necessary. I also assisted with software installations & upgrades as well as full system conversions.