1. 25247 S. Plainv iew Dr.
Channahon, IL 60410
815-521-3297 Home
708-606-2803 Cell
erie774im@gmail.com
GregoryCunningham
PROFESSIONALSUMMARY
IT Professional with over 15 years of experience including over six years of experience installing, configuring, troubleshooting,
upgrading and maintaining various applications. Have held lead analyst responsibilities and worked with internal/external
customers as well as vendors for all issues and upgrades. Developed and moderated project plans to ensure that schedules were
met and benchmarks were achieved in coordination with users, engineers and vendors and meeting ITIL standards. Created and
maintained SharePoint sites for ITSM team. Have maintained Knowledge Base libraries, creating processes to ensure articles
were current, relevant and formatted for appropriate audiences. Supervised teams providing data quality and user support. Created
various forms of documentation including knowledge articles, training guides, process documentation, FAQs, wikis, blogs and
user manuals.
PROFESSIONALHIGHLIGHTS
 Provided support, administration and analysis of various applications and ticketing systems
 Developed training programs for both internal and externalcustomers and led training sessions
 Led various projects including system upgrades, data accuracy,documentation and beta testing
 Supervised teams and ensured that deadlines and metrics were met or exceeded
 Provided application project management from inception through planning, verification, implementation to
satisfactory completion
 Streamlined processes to improve performance and minimize impact on business resources
SOFTWARE PROFICIENCIES
 BMC Remedy applications versions 6.0 through 8.1:
o AR Server
o IT Service Management (ITSM)
o Configuration Management Database (CMDB)
o Remedy Knowledge Management (RKM)
o Service Request Management (SRM)
 Axios Assyst
 MS Office products through 2013
 SharePoint 2013 design
 PeopleSoft, Clientele, Lotus Notes, Tivoli Service Desk
 bTrade applications including TDClient, TDServer and TDManager
Developing Skills via Self-study: Java scripting
SQL
Linux
Project management
Skills:
 Strong client/customer/employee service orientation
 Ability to quickly learn and master new software and processes
 Excellent interpersonal skills – strong individual contributor and positive team member
 Excellent oral and written communication skills with the ability to tailor documentation to various audience
experience levels
 Keen organizational skills; ability to manage a large volume of tasks; identify priorities and work under
pressure
 Excellent time management skills

2. TECHNICAL EXPERIENCE
IT Senior Technical Analyst March 2015 – October 2016
Baxter Healthcare Deerfield, IL
 Responsible for the analytics of ITSM through Remedy
 UsedBusiness Objects to create,modify and manage scheduling of over 200 reports
 Coordinated with HRand support personnel for the creation, maintenance and distribution of support locations in the
Remedy system
 Developed and supervised project to create newSharePoint sites for the ITSM team aspart of transition to SharePoint
2013. Designed, programmed, scripted and organized pages
 Created and maintained Nintex workflow to move imported reports from SFTP server to SharePoint libraries
 Created and maintained documentation on processes and procedures used by the ITSM teamaswell as user guides,
reports, processes and other documentation.
 Created and distributed Remedy reports
 Provided analysis ofRemedy foundation data to be used in updating and streamlining information to improve support and
analytics.
 Performed root cause analysis of discrepancies in data imports to Remedy
 Monitored and addressed application or performance issues.
 Provided technical assistance and consulting to IT service departments on application related problems.
 Understood and worked with software requirements. Translated requirements into technical designs and proof of
concepts.
 Developed and implemented productivity and effectiveness metrics.
 Trained newusers in the use of applications.
Client Services Administrator June 2013 – October 2014
Chamberlain as contractor through LaSalle
Network
Elmhurst, IL
 Responsible for the administration and support of ITSM /Service Desk through Axios Assyst
 Responsible for the installation, configuration and maintenance of the software application and all related systems.
 Performed application migrations, upgrades, fixes and issues during and after normal work hours.
 Monitored and addressed application or performance issues.
 Provided technical assistance and consulting to IT service departments on application related problems.
 Identified and designed solutions that leveraged Enterprise packaged software functionality to address business functional
needs.
 Understood and worked with software requirements. Translated requirements into technical designs and proof of
concepts.
 Developed and implemented productivity and effectiveness metrics.
 Trained newusers in the use of the application.
 Created and maintained userguides, reports, processes and other documentation.
 Responsible for the role ofthe Knowledge Management process including the design, delivery and maintenance of the
strategy, process and procedures. Maintained library of over 600 knowledge articles. Provided statistics to management on
article usage in resolving incidents.
 Developed and supervised project to update Knowledge Base. Established process for review of new articles to ensure
accuracy, formatting, relevance and that appropriate keywords were associated to improve searchresults.
 Measured customer satisfaction and implemented service improvements.
 Responsible for the administration of Active Directory, e-mail, VPN and other end user account creations
and terminations. Ensured integrity of over 1500 employee accounts.
 Ensured compliance to SAR process and security policies and procedures.
 Performed system access and termination reviews quarterly to ensure compliance. Took corrective actions
where required.
 Published reports to IT Leadership team including a rolling list of new hires, call and ticket statistics for the

3. service desk and IT personnel and asset tracking of thousands of assets (PCs,cellphones, printers, etc.).
Remedy Application Analyst December 2008 – May 2013
Column Technologies Lombard, IL
 Worked with BMCRemedy suite ofproducts to install, configure, troubleshoot, upgrade and maintain customer systems.
 Responsible for ensuring that customer application servers functioned asdesigned, assisted in fine-tuning processes, analyzed
various logs and configuration files and worked with Remedy administrators to keep critical systems operational.
 Configured, modified and customized BMC ITSM components including: Incident Management and Problem Management
(Service Desk),Change Management and AssetManagement. Developed approval, assignment and notification processes,
change scheduling according to business time segments, and purchase processes.
 Coordinated with the customer, sales and management to plan future customer environment work (database/server moves or
upgrades, transitions from physical to virtual machines, load testing systems, etc).
 Provided recommendations on configurations and business practices to better utilize the applications.
 Chosen to serve ascustomer representative for several “high visibility” customers (larger contract, special needs, recently
acquired from competitor, etc.).Assuch would be the “face” of the support team and be involved in, and assist on all issues
that were being worked. Customers included state and federal agencies and Fortune 500 businesses.
 Organizer for regularly scheduled status calls regarding review ofopen issues and helped move them forward to resolution.
 Special duties included:
o Worked with customers and engineers to plan upgrade and development projects, gathering requirements and
business needs so appropriate project plans, timelines and resources could be coordinated.
o Coordinated with customer and engineers on projects including production roll-outs, development of new or
customized processes/applications and QAtesting of workflow.
o Organized and managed status meetings to ensure that troubleshooting issues werebeing properly addressed
and that projects wereprogressing appropriately with all parties (customer, management, analysts, sales and
manufacturer) kept current.
o Assisted customers and engineers in the planning and development of their business processes, including design
and development.
o Created documentation, FAQs, Knowledge Articles and instructional papers for customers and end-users
describing how processes and procedures should be implemented and followed. Provided instructions both in
person and via web conferences.
o Organized and updated Knowledge Base,transitioning articles from server housing to Knowledge
Management system. Eliminated duplicates, standardized formatting, ensured appropriate keywords were
associated with articles to improve search results.
Software Support Team Lead June 2007 – November 2008
Click Commerce Chicago, IL
 Supervised support team responsible for installing, configuring and troubleshooting AS2 secured transmission application on
multiple platforms (MVS, Linux, AS400, Windows).
 Oversawdistribution of licensed software and maintained databases of customers.
 Created weekly and monthly metrics of support casesand distribution statistics.
 Special duties included:
o Created, transmitted and updated security certificates
o Coordinated with development team for software enhancements and/or updates
o Beta tested new software versions
o Updated user guides for distribution to customers
o Maintained knowledge base for the support team, ensuring that articles were current and relevant. Established
process for article submission to ensure they were properly reviewed and accurate.
o Provided training and troubleshooting sessions either live, on the phone orvia Microsoft Live Meeting®
Data Quality Supervisor March 2005 – June 2007
SSA Global/Infor Global Solutions Chicago, IL
 Manager for up to 20 Data Quality team members responsible for data cleansing, maintenance of information in sales
applications, processing of Tier 2Help Desk tickets and special projects asneeded by the CIO.
 Responsibilities ranged from hiring, initial orientation, mid-project careermanagement, through to termination.

4.  Special duties included:
o Organized, hosted and presented both live and webmeetings and training sessions
o Created/maintained of SQL queries, Accessdatabases, forms, and other performance/inventory reports
o Beta tested internal applications and upgrades
o Created mission plans and status reports for various projects
o Coordinated with other departments to gather information needed to complete projects in a timely manner
o Troubleshot oflegacy software issues
o Tracked/recorded issues via Lotus Notes and ITSM
o Conducted performance appraisals
o Performed problem solving/resolution of employment issues regarding: benefits, payroll, invoice/billing, time-
off reporting and interpersonal disputes
Knowledge Center Agent June 2001 – March 2005
ARC/Pomeroy IT Solutions Barrington, IL
 Remote manager for over 100 Technology Consultants assigned to client projects at locations throughout the Atlantic region.
 Responsibilities ranged from on-boarding orientation, mid-project careermanagement, through to off-boarding.
 Special duties included:
o Conducted performance appraisals by receiving feedback from client and delivery to consultant.
o Performed problem solving/resolution of employment issues regarding: benefits, payroll, invoice/billing, time-
off reporting and interpersonal disputes.
o Maintained inventory of equipment (i.e., cell phones, PCs,etc.) and oversaw distribution to consultants,
including configuration of PCsfor remote network access.
o Troubleshooting software, hardware, telephone issues.
o Tracked/recorded issues via Lotus Notes, Clientele, and Infradesk.
o Created Accessdatabases, forms, queries and other performance/inventory reports.
Technical Specialist/IT Support March 1996 – June 2001
Metromail/Experian Schaumburg, IL
 Trainer/support expert for newemployees and clients. Oriented over 25 employees and clients. Key contributor to the launch
of newprojects by providing and delivering documentation and beta testing.
 Conducted training seminars for newclients and product demonstrations for potential customers including JCPenney and
Progressive Insurance.
 Ensured sales and customer support capacity to provide for the needs of various accounts, such asGMAC and Total Systems.
 Implemented the data accuracy and quality division, supervising a data correction teamof 10. Improved quality/accuracy by
85% over the first year,sustained 95% or greater accuracylevel over 3 yearperiod.
 Proactive client service/support via phone, in-person and e-mail for software and hardware issues.
 Tracked problems via Lotus Notes and Tivoli Service Deskand createdSQL search codes for increased accuracy; created
documentation.
 Assured customer connectivity to Oracle and SQLnetworks/databases via phone/leased lines; monitored connectivity via HP
Openview.
 Ensured Y2K compatibility ofall desktop operating systems and software.
 Installed and upgraded PChardware (hard drives, memory, sound cards), software (installation of Windows NT,Tivoli, MS
Office suites, etc.)and peripherals (scanners, ZIP drives).
 Beta-tested software and Lotus Notes databases, providing input for increased productivity and easeof use for in-house
personnel and customers.
EDUCATION
Associates of Science
Moraine Valley Community College, Palos Hills, IL