Kurt Ackerman Email & Phone Number

Bridgewater, Nj

• Provide change control support for platform/cloud migrations, process change requests, improve on quality and minimize any impact to J&J production operations and/or infrastructure. • Monitor Infrastructure Service Change Requests from inception to completion using J&J’s standards and the IRIS-Service-Now and eMPIR systems to reduce incidents and/or escalations.• Coordinated and engage with the Quality Control System Validation Team (QCSV) on all requests designated for Quality Control testing review. Maintain Change Request Share-point log and responding to QA validation concerns, providing updates to QA requests in a timely manner, clarifying change request specifications and/or requirements for accurate validation details. • Participate in all staff meetings and participate on Change Requests and Incident Awareness Calls to review of pending changes. Attended Program meetings for updates on known issues.• Complete all scheduled Compliance-Training courses, meeting objectives for 100% compliancy.

Berkeley Heights, Nj

• Senior Analyst providing Application/Desktop and Project Support for multiple AIG Applications, supporting various production environments to ensure systems and applications are operational including front end application support and backend monitoring. • Lead Role in Providing level I/II support investigating user inquiries on production issues including, application logic, administration, data & configurations, supporting over 13,000 clients.• Responsible for generation of reports for upper management. • Proactively Monitor system alerts and take immediate and appropriate action.• Utilize ticketing systems HP Quality Center and Service Now to track user inquires or requests.• Communicate with AIG’s External Brokers to resolve critical issues impacting the business.• Responsible for the administration of over 850 internal HP Quality Center users; maintenance includes, Business and Technical users globally for the purposes of issue tracking.• Review and validate Change Management tickets and ensure they were in compliant.• Implement Change Management procedures on a daily basis using AS/400 command interface; each SDLC promotion and approval includes the QA, Integration & Production environments.• Create and update technical documentation on SharePoint to reflect current application and system modifications. Manage team’s Knowledge Base to broaden & enhanced support efforts. • Collaborate with cross-organizational teams, identify & resolve system issues on Citrix platform. • Install and configure technical utilities such as Appsight Black Box Monitor, Viewer and Appsight Recorder and IBM iSeries Navigator for AS400 interface to the Production Request System(PRS).• Supervise and train other team members on all aspects of support activites. • Support Local, Networked or Cloud printers to assist and resolve printer issues for end users. • Responsible for handling user provisioning requests for various critical applications.

One Madison, Manhattan, New York

• Provided Desktop Level II support to banking community of Credit-Suisse Investment Bank. Analyzed and resolved end-user technical issues both moderate to complex in nature. Followed Credit-Suisse ITIL process to ensure stability and integrity of organizational standards and maintained SLA’s.• Point of contact for expedites, deploys, machine builds, security encryptions & VM assignments. • Resolve technical problems related to XP or Windows 7, MS Office2003/2007/2010, Internet Explorer 6.0/7.0/8.0, VPN, Remote access Token & SmartCard accounts & network connectivity.• Diagnosed 32bit/64bit scripted or MSI packaged applications errors and apply solutions. • Added/Deleted and Sync McAfee EEPC & Safe Boot Encryption accounts for all laptops users.• Used Marimba Tuner tool to repair or un-install/re-install platform applications to clear errors.• Performed Registry edits, patch updates, installs and PC swaps and remote machine re-builds.• Coordinate more complex issues with cross-organizational teams to manage escalation issues. • Utilize Remedy ticketing system to log and tracking all trouble calls. Manage SLA ticket process.• Provide Blackberry Handheld support including Re-Activations, Upgrades and Password Resets. • Identify Network LAN, NIC and port conflicts and coordinate resolution with NOC team. • Participated in Disaster Recovery tests; utilized Remote tools RDP, Carbon Copy & NetMeeting.• Provided IP Telephone support on various connectivity and/or configuration issues.

One Madison, Manhattan, Ny

Provided ITO Consultant Services for HP Client, Credit-Suisse Investment Bank of New York.• Provided desktop support to end users in a roaming profile, scripted, Microsoft environment.• Managed and resolved complex technical issues with cross-organizational teams.• Modify registry keys to clear application script issues and to remove applications.• Identified LAN network connectivity issues including IP phones through their resolution. • Utilized Remote Control tools RDP,Carbon Copy, NetMeeting to support on-site end users. • Provided PC Security Patch redemption through execution of pre-constructed Altiris scripts.• Supported various Blackberry’s, HP/Xerox printers, IP Phones and badge readers.• Used Active Directory to managed logon scripts, path home shares, reset user passwords and unlocked user accounts. Checked security group memberships and access privilages.

340 Mt Kemble, Morristown / One At&T Way, Bedminister, Nj

Delivered HP technical support services to AT&T. Included IT Projects, Desktop and Network support for the HP/AT&T Account of over 4,000 On-Site and Virtual users.• Provided Tier III Desktop solutions and support. • Project lead for numerous IT software upgrades, hardware rollouts and departmental moves. • Managed client escalations and expedites following through to their resolution.

340 Mt Kemble, Morristown, Nj

Project lead for software/hardware rollouts and departmental moves. Captured and managed Desktop images according to Foundation Architecture design. LAN administrator for resource domain, tape backups and event logs review. Administered user accounts, global and local groups. Managed print server and supported all network shared printers. Maintained Exchange server and restored client email services as requested.

290 Davidson Avenue, Somerset, Nj

Supported AT&T commercial shrink wrap products sold to Telcom resellers. Provided external customers with remote support for product installs on Novell server and configured products according to specification. Assisted with product transition to web access. Performed product testing and identified product issues for improvement. Delivered findings to development team to modify and prepare product for release.

295 North Maple Avenue, Basking Ridge, Nj

Team member on IT projects throughout various AT&T L&GA sites including department moves and equipment upgrades in Atlanta, GA, and Chicago, IL offices as well as several NJ sites. Project lead for L&GA Intellectual Properties office in Warren, NJ site for software upgrade. Provided on going Desktop support to Law and Government global associates for over 500 corporate attorneys and staff. Diagnosed and resolved Lotus Notes application issues. Supported all printers, scanners and fax machines as required.

20 Independance Blvd. Warren, Nj

Supervised small staff of data entry technicians. Produced data reports for Consumer Sales reps upon request. Managed data center in accordance to departmental policies. Provided Desktop support to on site end users. Performed PC hardware upgrades and software installs. Assisted Unix administrator with minor tasks as required. Managed equipment vendors and leases, saved AT&T over $400,000 of lost annual revenue.

20 Independance Blvd. Warren, Nj

Performed data entry to telecommunications sales division. Data entered for client billing and service reports. Service Order Administrator - Performed Long Line service disconnects for resellers of leased land lines. Coordinated with Local Engineering Centers and Operation Control Center to complete all necessary tasks and meet critical dates.