4709 Overton Ave
Kansas City, MO 64133
Home: (816) 313-0450
Mobile: (913) 269-1202

craig@darkerviolet.com
http://www.craigclemons.com

Objective:

An opportunity to grow my skills through strategic career development, and provide effective solutions utilizing my experience and know-how.

Background:

Over 12 years of experience in the IT field focusing on system administration, support coordination, process improvement, and management.
Extensive experience with a wide variety of hardware, software, and peripherals.

Professional Skills:

Focused and highly motivated analyst and support coordinator who takes ownership of a situation and drives it to an effective solution.
Highly effective team player contributing to my skills to ensure the effectiveness of the team as a whole.
Strong believer in the rule that quality and stability are job #1.  The enterprise cannot provide value if its products and systems are not dependable to the business.

Professional Experience:

Data Systems International

Overland Park, KS

Technical Consultant III

Jun 2009 to Present

Support worldwide client base and instances of dcLINK product along with its interactions with JDE World, OneWorld/EnterpriseOne via remote management tools
Administer and develop Global Support Center SharePoint site utilized as a centralized documentation and knowledge repository.
Create, administer, and support/maintain over 75 Windows, Linux, and Unix VMs utilized by DSI for development, testing, and support needs
Coordinate with managed services clients to ensure hosted VMs match current product environment as well as administer and support environments as needed
Project manage all impacts to virtualized environments including OS patches, product updates, and reconfigurations
Provide detailed security analysis to ensure product environments meet or exceed security standards required for FDA or other federal certifications
Develop support standards and documentation for Global Support Center utilized in support of Unibar label formatting product and .NET based dcLINK 6 & 7
Administer and support all aspects of the product environment and related network connectivity for managed services customers via remote administration tools
Provide technical expertise to fellow team members and upcoming projects, utilizing detailed experience to ensure the client receives premium support
Project manager and lead developer of all call center related custom development projects

Sprint

Overland Park, KS

Enterprise Systems Support Engineer II

Jan 2007 to Mar 2009

Application Developer II

Mar 2006 to Jan 2007

Support and administration of all product environments including server hardware and OS configurations as well as all inbound and outbound data feeds
Manage vendor relationship, support policies, and all related support contracts.
Developed processes and procedures for product security, data integrity, and retention
Administered product’s SharePoint Portal and developed automated forms in InfoPath utilized as a standard request and data entry process.
Define standardized implementation methodology as well as facilitate Development to Stress Test to Production migration of all product updates or modifications
Product SME, key infrastructure integration analyst, and support lead with 4 offshore associates reporting to me in support of BillTrak Pro’s day to day activities
Manage support team resources, assigning tasks to match available key skillsets
Project Manager of all BillTrak Pro related impacts, established a 3 tier support model, and documented all support processes and procedures
Coordinate with product vendor regarding all product issues requiring escalation, host phone conferences with vendor and Sprint internal interested parties when product issue analysis is required. Monitor pending vendor tickets and coordinate with related internal and vendor resources to gather regular status updates.

Midwest Consulting Group

Overland Park, KS

Consultant

Nov 2005 to Mar 2006

Contracted into Sprint as part of an application administration team for the BillTrak Pro product
Support and administration of all product environments including server hardware and OS configurations as well as all inbound and outbound data feeds
Support all data loads of invoices, circuit inventory, provisioning feeds, and rate standards
Query and update the application’s Oracle databases as needed through SQL scripts, DMP file updates, and other queries
Documented, tested, and executed the implementation of the BillTrak Pro product into the Sprint enterprise

H&R Block

Lenexa, KS / Kansas City, MO

Desktop Systems Specialist

Nov 1999 to Nov 2005

PC/Network Support Assist. Supervisor

Sept 1998 to Nov 1999

Build, Administer, and maintain all workstations, servers, and peripherals located in remote location used by supported associates
Provide server hardware and software support and administration of in-house development and testing environments, as well as production infrastructure
Maintain all network connectivity for remote location
Implemented, maintained, and administered IT department’s SharePoint Portal and related server systems.
Develop deployment packages and automation for supported workstations through SMS
Established operating system restoration procedures for disaster recovery
Manage all new projects, developments, and implementations that affect my current location
Contributed technical expertise to HRBFA projects, development of the H&R Block online tax product, and integration of acquired HRBSBR field locations
Research and troubleshoot all issues experienced on the user's workstations and related network resources
Test and deploy newly purchased equipment and software
Standardized OS configuration used on the Service Center call floor
Technical support of tax office systems and network connectivity over the phone
Technical lead and critical issue escalation manager for support associates
Created training materials and co-managed the training for the 1998 and 1999 tax season
Project manager and lead programmer of prehire assessment development project
Developed Windows 95 image used in all field tax offices for the 1999 tax season
Managed the implementation of Clarify to the Lenexa call center and documented all known issues

Payless Computers

Kansas City, MO

PC Technician

May 1998 to Sept 1998

Troubleshot and Repaired client's machines in the store or through onsite visits
Researched and experimented with new hardware and software as it became available
Client technical support and customer service either face to face or over the phone
New PC builds, software configuration and setup on location
Upgraded client machines and determined what components were compatible

H&R Block

Lenexa, KS

PC Support Technician

Oct 1997 to May 1998

Technical support of tax office systems and network connectivity over the phone
Contributed to training materials for the 1997 tax season
Transferred to WHQ to assist with the migration from Novell to an NT4 domain and Exchange mail

Gateway 2000

Kansas City, MO

Technical Support Professional

Dec 1996 to Sept 1997

Technical support of client computers over the phone
Troubleshot Windows 95 and all other software products purchased with the client's machine
Analysis and resolution of all possible software and hardware conflicts found

Various

Kansas City, MO

Independent Consultant

1994 to Present

Analysis of technical needs of new and existing companies and organizations
Management of a number of small and large scale deployment and upgrade projects
Customer service, troubleshooting, administration and support of the products and services established after completion of the deployment
Frontline support, backend administration, IT management, requisition and supply process development

DarkerViolet Designs

Kansas City, MO

Manager of Application Development and Support

1999 to Present

Manage all technical hardware, software and development needs for clients
Oversee all development projects and related product design and implementation
Analyze hardware and software requirements for product implementation
Lead programmer of all development projects

Knowledgebase Summary:

Education and Training:

Metropolitan Community Colleges and UMKC

Lee's Summit, MO and Kansas City, MO

Extensive coursework in Computer Science, Programming, Web Development, Writing and Composition, and Management Methodologies. Classes taken as needed to develop professional skill sets.

Quilogy and various other corporate training resources

Attended many onsite and offsite training courses on various subjects including:
Installing, Configuring, and Administering Microsoft Windows 2000 Professional               Installing, Configuring, and Administering Microsoft Windows 2000 Server
Installing, Configuring, and Administering Windows XP Professional

References available upon request.