Dana Coleman
St Louis,MO
Summary
IT support specialist focused on desktop troubleshooting, network connectivity, and application support in large-scale environments. Brings practical knowledge of Novell, Microsoft Windows, SAP, GroupWise, and Exchange, along with hands-on experience with imaging, user administration, printer support, and issue resolution across field and office users.
Overview
38
38
years of professional experience
Work History
Hot tub sales
prestige pools and spas
Saint Louis, MO
02.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assessed customer needs during interactions to provide tailored solutions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Completed day-to-day duties accurately and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Operated equipment and machinery according to safety guidelines.
Manager of Stone department
Floor & Decor
Saint Louis, MO
04.2016 - 11.2021
- Managed store operations at Floor & Decor, ensuring team adherence to company standards and operational efficiency
- Coordinated inventory control and stock replenishment to maintain product availability and optimize aisle organization
- Trained team members on POS procedures, order processing, and checkout service to enhance customer experience
Self employed
Hole in investments
Saint Louis, MO
01.1995 - 11.2018
- Managed and rehabbed 22 rental units to ensure tenant readiness and property upkeep.
- Screened tenants, conducted interviews, and collected rent to maintain timely cash flow.
- Executed evictions for non-payment of rent to uphold lease agreements and protect property interests.
- Inspected vacated units upon completion of a tenant's lease agreement in order to assess damage or cleaning needs prior to re-leasing the unit.
- Prepared units for inspections and move-in dates.
- Advertised available units through print media and online listing sites.
PC ADMIN
NetEffects, Inc. at Graybar Electric, Co.
10.2002 - 05.2004
- Provided network and desktop support for over 800 users.
- Troubleshot end-user problems with Windows 98/2000 workstations in a large user environment and logged issues in the Remedy database.
- Troubleshot GroupWise issues; IE, Info Pak, Adobe, Oracle, SAP and other application installs.
- Administered GroupWise directory functions, including adding, deleting, changing, and moving user accounts.
- Create, delete, and monitor Novell user accounts.
- Installed and resolved issues with dial-up networking systems to ensure connectivity.
- Troubleshot network drops and connections in closets.
- Contributed to SAP implementation by configuring all computers with new software versions.
- SAP support experience included working directly with end users in the field in all areas including HR, Finance, Payroll, Warehouse, Plant Maintenance, Sales and Inventory systems. Also interacted with the technical SAP team including ABAP developers and configurators for problem resolution.
- Resolved technical SAP issues for field users, including user ID setup and printer configuration.
- Troubleshot and trained users on Infopak, a documentation package for teaching SAP users to use the SAP modules.
- Responsible for imaging and inventory of IBM workstations, and laptops for lease refresh.
Desktop Technician
St. Anthony's Hospital
07.2000 - 02.2002
- Provided desktop support for over 1,500 users.
- Troubleshot and resolved end-user problems with Windows 95/98/2000 workstations in a large user environment, logging and tracking all calls in Quintus database. Assisted in migration of all computers to new software versions.
- Troubleshot MS Outlook issues; IE installs, errors, backups, scheduling, walk-throughs, etc..
- Oversaw and troubleshot the daily operation of the HBOC system at the desktop level.
- Assisted in migration from Novell 4.x to 4.x Z.E.N. Works, transitioning from workgroup environment to NT4, set up server and domain for users. Rebuilt NDPS print queues and added print drivers in new tree.
- Responsible for resetting passwords, intruder lockouts, and memory issues with network drivers and mail PST file. Tools used to troubleshoot network drops and connections in closet are FLUKE meters and Tone generator.
- Led three-month project to roll out 250 new Dell PCs, replacing 250 IBM-leased PCs. Imaged and inventoried old IBM PCs for return, coordinating pickup with trucking company.
- Managed the setup and repair of Kronos clock systems to maintain efficient employee time tracking.
- Environment: Windows 95/98/NT/2000, MS Outlook, HBOC, UNIX, BDM, RadCom, MS Office, RS6000, Novell.
Lead Operator
Unity Health Systems
03.1997 - 07.2000
- Scheduled, trained, and ran day-to-day operations of five major hospitals' systems support, managing over 85 servers with over 30 different types of applications.
- Supervised six personnel in a 4,000-user environment, delivering training, documentation, scheduling, and follow-up meetings to enhance team performance.
- Oversaw daily operations and troubleshooting of the HBOC system at the desktop level, ensuring system reliability and user support.
- Monitored and troubleshoot the interface engine between HBOC and UNIX.
- Upgraded HBOC systems several times over 3 years for five major hospitals with HBOC assistance.
- Led after-hour help desk, supporting all users, servers, and applications across sites while acting as a hands-on expert and mediator during help desk calls.
- Supported the Kronos analyst by running essential jobs for payroll processing.
- My team performed daily, weekly, and monthly backups on RS6000 boxes.
- My team provided daily support of 3480 and 4880 IBM mainframes housed on a Risc box. We had to organize tapes to be sent to offsite storage, and rotate tapes accordingly.
- Performed MS Exchange directory administration functions, including, add, deletes, changes, moves, etc.
- Upgraded IBM mainframe software with assistance from IBM technicians.
- Environment: Windows 95/98/NT, MS Exchange, HBOC, UNIX, MS Office, RS6000, Cisco, IBM Mainframe, Novell.
Desktop Technician
St. Anthony's Hospital
11.1995 - 03.1997
- Troubleshot MS Exchange issues, including installations, errors, backups, and scheduling, to ensure seamless email communication.
- Administered MS Exchange directory functions, including adding, deleting, changing, and moving entries.
- Utilized MS Exchange daily to manage email communication.
- Resolved PC problems for 600 users in Windows 3.1 and WFW environments, enhancing user satisfaction.
- Provided support for basic network issues in closets to ensure reliable connectivity for users.
- Managed help desk operations by logging and resolving user issues with Support Magic and improving response time.
- Installed and troubleshot dial-up networking systems.
- Utilized LapLink software to transfer files between PCs and manually install necessary applications.
- Environment: Windows 95/NT, MS Exchange, HBOC, UNIX, BDM, RadCom, MS Office, RS6000, Novell.
Computer Operator
Cardinal Glennon Children's Hospital
05.1992 - 11.1995
- Assisted HBOC rollout team by building user accounts, troubleshooting barcode label printers, and supporting help desk during Go Live.
- Troubleshot hardware and software problems, coordinated solutions with programmers and engineers, and provided technical support to employees during shifts.
- Resolved Lotus Notes issues and addressed Internet Explorer installation errors, backups, and scheduling tasks.
- Utilized Lotus Notes daily for email communication.
- Installed and troubleshot dial-up networking systems.
- Responsible for controlling job flow, system saves; and producing, copying, and delivering reports. Keyed in, validated, and processed payroll for the entire hospital.
- Environment: Windows 95, Lotus Notes, HBOC, UNIX, MS Office, Novell.
Computer Operator, MIS Department
Brown Group Incorporated
01.1989 - 05.1992
- Troubleshot issues with tape drives, printers, and microfiche duplicator to ensure operational efficiency.
- Executed the mounting, pulling, and filing of tapes.
- Processed and duplicated microfiche jobs to meet project deadlines.
- In charge of three types of printers IBM 3800, 4245 impact, and 6100 STC laser.
- Printed reports including labels, invoices, bills, and checks to support timely project delivery.
Education
Associate's degree - computer science
Meramec Community College
11333 Big Bend RdSkills
- Hot tub sales
- Sales techniques
- Customer needs analysis
- Product demonstration
- Software: SAP, MS Outlook, MS Exchange, GroupWise Mail, Lotus Notes, MS Office 95 & 97, HBOC, Paradox, Word Perfect 60, Corel Draw, I-Page, PC Anywhere, Adobe, Info Pak, Oracle 8 & 9i, BSI Tax Factory, Quantum for sales, Remedy
- Operating Systems: Novell Netware 4x and 51, Microsoft Windows 31, WFW, 95, 98, 2000, NT and XP, RS 6000, UNIX
- Hardware/OS: DEPS Miniframe Unisys1192 with exec level 41, HP 9000 series, DEC Micro VAX II, IBM 3480 / 4880 Mainframe, IBM, DELL and compatibles
Timeline
Hot tub sales
prestige pools and spas
02.2022 - Current
Manager of Stone department
Floor & Decor
04.2016 - 11.2021
PC ADMIN
NetEffects, Inc. at Graybar Electric, Co.
10.2002 - 05.2004
Desktop Technician
St. Anthony's Hospital
07.2000 - 02.2002
Lead Operator
Unity Health Systems
03.1997 - 07.2000
Desktop Technician
St. Anthony's Hospital
11.1995 - 03.1997
Self employed
Hole in investments
01.1995 - 11.2018
Computer Operator
Cardinal Glennon Children's Hospital
05.1992 - 11.1995
Computer Operator, MIS Department
Brown Group Incorporated
01.1989 - 05.1992
Associate's degree - computer science
Meramec Community College