SUMMARY: Troubleshooting: Extensive skill and experience in remote, desktop, network, hardware and software troubleshooting, end-user consultation and training, general desktop systems support, hand held computer (Intermec and Palm), and printer support. Operating Systems: Windows 2000, XP, 2003 Server; UNIX, Sun Solaris, Linux, Windows Mobile. Hardware skills: Hand held computers, PC and laptop, Servers (upgrades, configuration, maintenance, troubleshooting, and repairs), and HP printers. Software: Microsoft Office (Outlook, Word, Excel, Access, PowerPoint, Share Point, InfoPath, etc.). MS Active Synch, Adobe Acrobat/Reader, Internet Explorer, pcAnywhere, Norton Antivirus, Cisco VPN, Jericho, DacEasy, Citrix, PeopleSoft Enterprise One, Oracle, HEAT, HEAT Plus Knowledge, SMS, SQL, Active Directory, MS Visio, MS Project, Veritas Netbackup Operations Manager, Reflections, Sun Solaris. Remote connectivity: RAS, routers, Cisco VPN, Juniper SSL VPN, connectivity issues, EDI, Port Forwarding, etc. EXPERIENCE: 12/99 - Present: Interstate Batteries (IBSA), Dallas, Texas. 12/99 � Present: 04/08 - Present: IBSA Night Systems Administrator. Support the Interstate Batteries Enterprise. Responsible for implementing, monitoring and reporting on all Information Technology Group systems, processes, and procedures that occur during the evening/overnight hours. This involves all batch processes and critical system functions, system backups and archives, and automated software updates to servers and workstations. I assist in the preparation of end-user documentation for updated software and patches. I am responsible for the Systems Management Server package builds and deployments, new user account setups and setting of permissions for user accounts and file shares. I troubleshoot second level support issues, as well as build, install and configure new servers. 12/99 � 03/08: IBSA Technical Support Analyst. Provided technical phone support via pcAnywhere and on-site to the 300 IBSA Distributors (600 + PCs) with their proprietary software, PC's, Handheld Computers and various MS Office Professional applications. It included set-up, installation, troubleshooting, repair, and upgrade of computers, training, deployment, computer networks, and hand held computers, printers, and software applications. Document, log and assign all reported problems, and perform systems analysis and identifying solutions. I interview perspective support analyst on technical skill set and customer service skills. I served as the point of contact with the software developers providing the interface between support and systems engineers. I designed, write, and maintain the knowledge base for the entire information technology group. In March 2001, January 2003, May 2005, and December 2006 I received Interstate Batteries Information Technology Excellence Award. In November 2001, I was named IBSA Employee of the Year for exceptional technical support skills and for the knowledge base I designed, wrote, and maintained. Promoted to Senior Support Analyst in May 2002 and Systems Administrator in February 2008. 2/97 - 12/99: Internet Coordinator, Hilton Reservations Worldwide, Carrollton, Texas. As part of a 9-member team provided technical support via telephone and electronic mail for www.hilton.com. Provided problem isolation, replication, workarounds where appropriate and customer service. Part of a 3-member resolutions team that troubleshoots and resolves technical problems with web site interface with Hilton Central Reservations System, hotel property management system, Global Distribution Channels including Sabre, Apollo, Worldspan, and Amadeus and/or other supporting databases. Proof, troubleshoot, debug new web site and migration of web site to new CRS. Part of MIS team that upgraded VRAM, DIMMs, BIOS, and disk imagining for new reservation system. Wrote the Hilton Internet Support Policy and Procedure Manual and Knowledge Base. Part of 12 person Hilton Worldwide Customer Service Task Force. 6/96 - 12/96: Senior Training Specialist, ATC Communicatin, Addison, Texas. Trained customer service representatives for American Express in customer service skills, proprietary computer information systems, Microsoft Windows, Microsoft Office, and product knowledge. Managed new employees access to the LAN. 1/96 - 5/96: Vendor Management Specialist, East Texas Support Services, Inc., Jasper, Texas. Managed the Child Care Management Services (CCMS) contract for a Texas Department of Human Services contract vendor. Inspected and provided training support for 42 day care centers. Negotiated contracts with vendors for CCMS. Used Microsoft PowerPoint for preparing and delivering presentations. Used WordPerfect for writing reports, handouts, training manuals and curriculum. Relocated to Dallas area to care for aging parents on June 1, 1996. 7/81 - 1/96: Associate Pastor and Day School Principal Progressive responsibility for managed the education/training programs of 750 to 2000+ member non-profit organization. Recruited, trained, and managed from 100 to over 225 volunteer workers, a paid Day School faculty of 8, and administrative and support staff of 12. Wrote weekly newsletter column. Editor of weekly and monthly newsletter. In 1992 and 1985 named Home Economics Cooperative Education Employer of the Year by Jasper High School, Jasper, Texas, in 1990 listed in Who's Who in the South and Southwest, in 1987 listed in Who's Who in American Education., in 1985 listed in Who's Who in Religion, in 1983 was editor of The Bulletin, named best in-house printed church newsletter by the Louisiana Baptist Convention, and in 1982 listed in Outstanding Young Men of America. Served 5 different Southern Baptist Churches during this time. Freelance writer for various magazines and trade journals publishing regularly during this period. Click on this link for a detailed bibliography. MILITARY: Honorably discharged as a Captain. Named Outstanding Junior Officer Ninth Infantry Division in June 1977. Production control manager of electronic, armament, and automotive maintenance for supporting over 2500 people. Directed inventory control and material handling for over 10, 000 items. Progressive responsibility for supervising from 44 to 175 persons. Served as Rifle Platoon Leader, Weapons Platoon Leader, Infantry Battalion Maintenance officer, Maintenance Platton leader, and Maintenance Detachment Commander. EDUCATION: Doctor of Education in Educational Administartion - 1987 Pacific Western University Los Angeles, California Master of Religious Education - 1980 (Master of Arts in Religious Education - 1983), Southwestern Baptist Theological Seminary Fort Worth, Texas. Bachelor of Arts in History and English - 1975 University of Texas at Arlington Arlington, Texas Collin County Community College, Frisco, Texas, 21 semester hours in Computer Network Technology Selected to Alpha Mu Tau chapter of Phi Theta Kappa CERTIFICATIONS AND LICENSES: CompTIA A+, i-Net+ and Network+ Certified Computer Professional. General Class FCC Amateur Radio License. Return to homepage: |
| Resume of Jimmie A. Kepler Happily employed at Interstate Batteries and not looking for a job! |
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