William Desch

Experience

• 

  Harris Teeter

  Jan 1999 - now

  •Support for 25+ apps on various platforms: Windows XP/7, Server 2003/2008, SQL Server 2005/2008, AIX 5.2/7.1, Oracle 9i/10g/11g and Mainframe Z/OS. Share on-call rotation with one other associate supporting critical systems 24/7.•Managing security requests, performing security audits, maintaining separation of duties and compiling/analyzing/reporting data for corporate compliance audits.•Application/job support, management, development and subject matter expert for critical inventory/pricing applications including SoftGrocer/SAF (Perpetual Inventory/Computer Assisted Ordering and Forecasting) and HQPM (Vendor Item/Retail, Cost, Allowance management) running on AIX/Windows XP/Oracle and critical warehouse inventory/pricing applications including ABS (billing), Biceps (purchasing) and Triceps (shipping and inventory) running on a Mainframe. •Daily tasks include managing tickets escalated from our support desk, creating, maintaining and troubleshooting vendor and internally created applications, automated jobs, SQL scripts and AIX KSH scripts.•Windows 7 support/rollout specialist. Providing desktop support for all Corporate, Regional and Warehouse associates upgraded from Windows XP to Windows 7. Support included hands-on training, troubleshooting and application diagnostics. Responsible for Windows 7 training for senior Executive staff. Warehouse and regional deployment, support and training were performed on-site at remote locations.•Managing Motorola handheld devices (MC9060 [Windows CE], MC9090/MC7090 [Windows Mobile 5] and MC9190/MC55A0 [Windows Mobile 6.5]) and Zebra mobile printers (QL320-Plus/QLn320) at an enterprise level for Corporate, Store and Warehouse locations. Functions include device evaluation/testing, software configuration setup/deployment, asset management and for maintenance and management of these devices in Mobility Services Platform (MSP) and Air-Watch. Also providing third tier support for all mobile device hardware and software. Show less Job functions include:•Project Management for IS including budgeting, procurement, deployment, oversight and external resource management for new store technology installations, existing store technology related remodels and various IS projects as assigned. Including travel to remodel and new store sites, 24/7 on-call support for internal associates, support teams, deployment specialists and vendors associates working at Corporate, Stores, Vendor locations, depots and warehouses.•Third tier PC hardware/software support, providing enterprise support for Corporate, Store, Warehouse and Regional locations in a Windows XP/7 environment.•Managing Motorola handheld devices (including MC9060, MC9090, MC9190 and MC70) at an enterprise level for Corporate, Store and Warehouse locations. Functions include device software setup, implementation and management in Motorola's Mobility Services Platform (MSP). Also providing third tier support for all handheld hardware and software.•Creating/managing documentation and training for internal support teams for new hardware/software as implemented in all areas responsible for. Show less Job functions include:•Development, third tier support and Subject Matter Expert for Store Systems applications including SoftGrocer/SAF (Perpetual Inventory/Computer Assisted Ordering and Forecasting software), Visual Labor Management (VLM) and Store Totals (Store level accounting software).•Daily tasks include creating/maintaining/troubleshooting the following: automated jobs using Control-M/PVCS, Oracle/SQL Server scripts using PL/SQL Developer and Microsoft Server Management Studio, AIX KSH scripts using VI and various other tools specific to respective applications, ie SoftGrocer’s report writer. Show less Job functions include:•Senior Level 2 functions include provide technical support for all stores, warehouses, corporate and Ruddick for all hardware and software used throughout the company. Stay current with all hardware, software, updates, rollouts, installs and changes; including making suggestions for improving or identifying critical issues and bringing them to the respective group(s).•Level 2 functions included troubleshooting and researching level 2 calls, escalating to other groups as needed, on call every 3-4 weeks, new store installation, store closings and Fujitsu billing. Created internal web page for the Systems Support Desk. Developed troubleshooting documentation for internal and customer use.•Level 1 functions included responding to the call queue, ensuring 100% internal customer satisfaction/timely problem resolution, provide training, depot equipment, test equipment/software updates. Also responsible for creating, updating and managing documentation/manuals and publishing them to the internal website. Go to person for level 1 associates for guidance/questions before escalating calls to other levels or groups. Also assisted level 2 associates when short staffed or in need of additional assistance.•All evaluations “Exceeds Expectations”. Show less Job functions include:•Managed Front End and total Store operations to include policies and procedures, audit standard compliance, accounting, scheduling and 100% customer satisfaction. Managed 50-75 associates.•Managed 10-20 associates as Customer Service Clerk/Office Assistant. Job functions included coaching of associates, providing excellent customer service and making sure 100% customer satisfaction, running customer service desk.•Responsible for counting all funds to ensure accuracy and compliance with Harris Teeter standards.•All annual evaluations “Exceeds Expectations”. Show less

  • Tier III Technical Support Analyst

    Mar 2012 - now

  • System Install, QA and Support Specialist

    Dec 2010 - Mar 2012

  • Store Systems Engineer I / Business Analyst II

    Jan 2008 - Dec 2010

  • Corp. Support Services Analyst; Systems Analyst Level 1 advancing to Senior Systems Analyst Level 2

    Jan 2003 - Jan 2008

  • Store Operations; Customer Service Clerk/Office Assistant advancing to Customer Service Manager

    Jan 1999 - Jan 2003