assisted in all aspects of pharmacy and retail

• Designed and created value added products from raw alpaca fleece for wholesale and retail sales• Provided educational opportunities for primary, secondary, and post-secondary students relating to fiber and textile industries with an emphasis on heritage processing

• Enterprise wide Incident manager for critical issues raised through the help desk and escalated according to service level agreements. • My specific assigned area emphasized Network communications for data and voice.• Problem management – facilitates problem resolution for all recurring help desk issues• Works with managed services to ensure the most timely resolution of issues that come through the Business Technology Help Desk

• Coordinated and managed system availability for proprietary software and SAP using BMC Patrol and BMC Remedy. • Recognized for creating efficiencies through business analysis in the automation of Enterprise monitoring such as gathering system information to close incidents. • Designed and implemented Enterprise monitoring while identifying conditions, designing delays, and improving on the automated management of high availability for hardware and software. • Key architect in the utilization of SAP Business Process Monitoring through SAP Solution Manager to handle business transaction monitoring.

• Managed and mentored a team of 15 remote associates and provided systems and operations support, systems administration, and access for IT applications for over 75 distribution centers.• Directed Level 2 and 3 systems support and triaged all incidents that escalated to higher level system support; coordinated SOX compliance "clean-up" on AS400 and UNIX access for over 50,000 user ids.• Recognized for designing and implementing a system for job completion exception monitoring, facilitating standardization of UNIX access, and centralizing security access for over 75 distribution centers.• Played a vital role as business analyst and designed and administered Enterprise system reporting and developed job scheduling using Help Systems Robot Reports/Scheduler and OS/400 Job Scheduler.• Key developer in the automation and centralization of Enterprise operations for all distributions centers in the transition to hosted hardware; recognized for implementing a huge reduction in infrastructure cost for the corporation. • Created and launched automated monitoring between IBM WWTS monitoring systems and BMC Remedy ticketing system which allowed for a reduction in personnel for Sysco IT. • Recognized for managing projects efficiently and increasing productivity through automation of the Enterprise Help Desk.

Managed the local help desk, implemented new processes, created automation and proactive monitoring of local hardware and software, implemented automation in order to provide 24/7 operations with no personnel on site. Also managed IT projects for programming and development of internal systems.• Directed operations, project management, business analysis, and computer job scheduling for the IT department. Developed automation for "lights out" and reduced the operations staff to half of one employee's duties (from 4 full-time).• Provided SOX compliance for systems access and coordinated Enterprise training on proprietary order entry and supporting software for internal and external clients.• Key architect in the development of disaster recovery plans for IT, order processing and distribution, and data integrity; maintained high availability of hardware and order entry software systems.• Liaised with third party software vendors and supported order entry applications, maintained telephone systems, and coordinated voicemail systems.

• Served as computer programmer, computer operator, and field systems administrator; developed the interface between DOD food service contracts and Sysco custom shop software.• Organized and facilitated the ordered of IT department office supplies, printers, copiers, desktop computers and laptops, parts, and services.