Wesley Weir Email & Phone Number

Plano, Tx

Provide technical expertise and support for M-Files clients and customers.

Plano, Texas

• Created and published reports measuring KPIs for the PepsiCo CTO organization that tracked progress and alerted to issues on major project deployments and day to day operations.• Reduced the time to complete changes on network deployments by 50% over the prior year.• Created a real-time dashboard for Infrastructure Analysts to track their current workload and to highlight problem areas to reduce issues, errors, and ultimately reducing time to complete requests.

Plano, Tx

• Coordinated and managed vendor support teams during critical outages and root cause analysis.• Assisted in updating, developing, and documenting incident engagement processes that follow and match the ITIL framework.• Managed, supported, and helped with internal tools needed by the team to manage and communicate during large scale outages.• Worked with our network Vendor to work on critical engagement process during which time saw time to first engagement drop for over an hour to less than 20 minutes.

Phoenix, Arizona Area

• Manage IT Infrastructure at large beverage production facility.• Managed and updated the computers and inventory including handling the migration from Windows XP to Windows 7.• Travelled to provide support and assistance to multiple sites across the US.

Dallas/Fort Worth Area

• Coordinated, managed, and communicated large scale and high impact outages for PepsiCo on a global scale.• Implemented and coordinated the Incident Management role as the primary coordinator for PepsiCo during Natural Disasters from an IT perspective.• Wrote and managed Incident Management training materials and trained other Incident Managers.• Coordinated and cross trained other teams on the Incident Management Process.

Dallas/Fort Worth Area

• Supported and updated all MyAccess HR Kiosks in North American Locations for PepsiCo.• Constantly Improved percentage of kiosks in an upstate and also decreased recovery time leading to more active and available kiosks for the users.• Assisted with rollout of modular kiosk cabinet that was cheaper and easier to support.• Cross trained with and provided additional support to multiple back line support teams.• Assisted the Helpdesk QA team to create and update a score card used to review analysts.• Managed and supported the call recording and IVR system.• Reviewed customer feedback and presented to senior leadership on a weekly basis.

Dallas/Fort Worth Area

• Fielded user calls and managed tickets for users from all divisions and locations in PepsiCo North America• Maintained all call metrics, quality review scores, and positive customer reviews.• Supported All user hardware, desktops, laptops, and over 900 applications in use at the time.

Frisco, Texas

• Implemented multiple service and policy changes that decreased repair time by over 50% while increasing profitability margins of the department by almost 40%.• Trained other Circuit City techs in computer troubleshooting and repair procedures.• Handled customer interactions and managed expectations for all repairs at the store.

Richardson, Tx

• Created and managed an in home computer repair business.• Supported residential and commercial customers.• Provided in home and onsite services on a 24x7 including computer repairs and technology consulting.

Dallas/Fort Worth Area

• Fielded user calls and managed tickets for retail internet customers.• Maintained all call metrics, quality review scores, and positive customer reviews.• Supported dial up and broadband users providing connectivity and support over the phone for windows based users.

Information Technology

Cisco Network, Linux Administration, Vmware Esxi, 4.0

Activities and Societies: Linux Users GroupTook individual classes to learn and expand my skill set. Covered Redhat Linux Administration.

Associate’S Degree, Computer Programming, 3.6

Programming in C++, Java, Visual Basic along with Oracle and SQL Database.

High School