Craig W. Clemons

Craig W. Clemons
Mobile: (913) 449-1304

An opportunity to grow my skills through strategic career development, and provide effective solutions utilizing my experience and know-how.
Background:Over 20 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 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:

Dell Technologies – EMC – RSA – Archer - Overland Park, KS

Advisory Consultant – October 2018 to Present
Senior Consultant - April 2013 to October 2018
Technical Support Engineer II – August 2011 to April 2013

  • Provide technical knowledge and support of Archer product to SaaS hosted and on-premises clients via WebEx and other remote support tools.
  • Quickly joined product migration project to assist client as they migrated from the Archer 4.X product platform to the new 5.X release.
  • Assist clients with product installations, environment configuration reviews, performance analysis and optimization.
  • Coordinated with product engineering in our combined efforts to troubleshoot product errors and migration issues.
  • Act as Project Manager and Technical SME for product deployments, migrations, and integrations.
  • Develop custom coded solutions to enhance the functionality of the RSA Archer platform.

Data Systems International - Overland Park, KS

Technical Consultant III - Jun 2009 to August 2011

  • 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

Knowledgebase Summary:

Operating Systems: Microsoft Windows (95 thru Server 2016), Oracle Enterprise, Fedora, Redhat Enterprise, Debian, and Ubuntu Linux, Solaris Unix
Database: Microsoft SQL Server, Microsoft Access, MySQL, Oracle, XML
Workstation, Server, and Network Hardware: Desktop, Laptop, and Server hardware and peripherals, network wiring, routers, switches, network printers (HP, Gateway, Dell, Toshiba, Brother, Kyocera, etc)
Development: C#, HTML, PHP, ASP (VBScript), Java Script, VB.NET, Visual Basic 6.0, C, C++
Enterprise Products: AD, RIS, SMS, SCCS, IIS, DNS, DHCP, Exchange, Sharepoint, Project Server, MS Office, Project, Visio, ClarifyCRM, JDE World, OneWorld/EnterpriseOne, Oracle, Partition Magic, Imagecast, Altiris, Drive Image Pro, Delta Deploy, Visual Studio 6.0, Visual Studio.NET, and Visual Studio Express, VMWare Server & ESXi, Hyper-V, Business Objects, Apache, Tomcat

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