Dennis Harms

• Assisted in the implementation of new technologies and systems to improve efficiency.
• Conducted regular maintenance checks on computers, servers, and other IT equipment.
• Provided technical support for users experiencing hardware or software issues.
• Created user accounts, set up permissions, and monitored system security.
• Performed troubleshooting to diagnose and resolve complex technical problems.
• Installed operating systems, applications, patches, updates. as needed.
• Maintained inventory of all IT equipment and supplies in use by the organization.
• Investigated system errors to determine root cause of issue and implement solutions accordingly.
• Coordinated with vendors for procurement of IT products or services as needed.
• Developed documentation related to IT policies, processes, standards.
• Trained end users on how to use new systems and technologies effectively.
• Used remote login tools to assist clients with technical and product questions.

Supported 55 globally dispersed remote offices, with 10K end users. Managed service tickets through ServiceNow. Identified the root cause of daily telephony issues. Delivered small to large system release/upgrade projects. Procured telecom equipment, maintained Avaya 55 PBXs, and worked with Internet Service Providers (ISPs) to ensure uptime.

• Managed the upgrade project for Avaya release management by working with the Avaya IT team to coordinate schedules with minimal downtimes for employees, troubleshooting and resolving issues, and ensuring deadlines were met for 50 gateways.
• Contributed to business acquisitions by leading projects to collaborate with key stakeholders at the acquired business in onboarding and training staff of up to 150 on telecom systems and technology.
• Worked in the core team to deliver a new build project by analyzing business and technical requirements, gathering quotes from vendors to recommend equipment, and supporting implementation.
• Reduced operation costs by completing the seamless migration of T1 to SIP conversion of trunks.
• Ensured Service Level Agreements (SLAs) were met by resolving a high volume of issue tickets for vendors and internal customers within tight deadlines, and maintaining accurate and detailed records.

Supported West Coast data center housing 40 racks, and 250 servers and devices. Configured new servers, managed cable runs, and campus IDF rooms. Implemented IBM Tivoli patching for Microsoft OS servers. Performed tape backups and offsite tape vaulting. Supported engineering infrastructure, remote offices, yearly inventory of servers, Active Directory, and DHCP/DNS protocols.

• Defined and documented a step-by-step data center shutdown procedure, and prioritized high-risk servers and devices for shutdown, cutting shutdown time by 40% and reducing issues and risk.
• Managed two office relocation projects and led a project to establish lab and telecom infrastructures, working across business lines to coordinate schedules, resolve issues, and minimize disruption to workflow.
• Optimized uptime of infrastructure by performing maintenance and troubleshooting faulty server issues.

Provided technical support for imaging new laptops and desktops, and configuring all devices, cell phones, iPads, and PDAs for 6,000 users. Supported remote office and executive meeting technology, and resolved simple to complex desktop escalations. Windows and Mac desktop support.

• Ensured technology for Executive Quarterly Business Review meetings was functional by configuring audio for GoToMeeting and presentation applications, and resolving technical issues for C-level and VP staff.
• Managed the move for the IT group to the new building and organized Service Desk Level 2 operations, ensuring the team was 100% optimized on the first day.
• Support for all Microsoft configurations, all personal devices, iPhone, iPad/iOS devices, and PC/Mac laptops.