John Lake

I have been an IT professional for 23 years. I have gained a wealth of various aspects in my field during that time. 

John Lake
Albuquerque, NM 87114

Process oriented analyst with data, business and technical skills spanning two decades. This
combination and experience have resulted in the reduction of operating costs, increased productivity and maximized efficiency by streamlining processes in multiple Fortune 500 companies. Well-versed in a wide array of Information Technology infrastructures including enterprise software, networks and data management.

Work Experience
Technical Services Manager
Bamboo Rose
January 2022 to January 2023
• Managed complex projects simultaneously for Fortune 500 companies
• Coordinated meetings and communications between multiple clients and internal resources
• Utilized a multitude of tools for development, project management and problem tracking including Jira, Yammer, Teams, Eclipse and Confluence, P4V and Postman
• Provide Bamboo Rose software expertise to customers
• Configure the multi-enterprise product and supply chain platform to support the customer’s business processes
• Work closely with customer and implementation team members in the definition and execution of
test scripts
• Monitor project progress relative to assigned tasks and communicate progress regularly

Systems Consultant/IT Customer Support
Anadarko/Western Midstream
July 2018 to January 2022
#Please note: The overlap in dates with MIQ is due to a contract role I began working at Anadarko. I went to MIQ Logistics/Noatum Logistics and returned to Anadarko when I was hired directly. The company then underwent an acquisition and subsequent split to Occidental and Western Midstream.

• Provide level 2 IT technical support to end users on a variety of issues
• Network troubleshooting
• Managed all technical support and contractors
• Identify, research, and resolve technical problems for endpoint devices
• Document, track and monitor the problem to ensure a timely resolution through the Service Desk
system
• Respond to and process service requests and incidents managed in our incident management system and escalate to level 3 as necessary
• Consistently demonstrate ability to manage time, workload, priority and assignments to ensure a
timely resolution for customer issues
• Monitor and take ownership of incidents to resolution, providing customer updates as appropriate (email, phone, face to face or meetings)
• Provide IT-related HR support with onboarding assistance
• Configure and deploy PC hardware, office applications and endpoint devices
• Install business applications (ERP, MES, legacy systems, etc.)
• Installing, configuring and supporting computer hardware, operating systems and applications
• Rebuild workstations and laptops using our standard image process
• Troubleshoot printer issues
• Contribute to the management of all endpoint devices in the Configuration Management Database (CMDB)

Sr Systems Analyst
MIQ Logistics/Noatum Logistics
November 2018 to June 2019
• Support CargoWise One to drive functionality that is in line with the underlying data structures,
integration points, communication packages, user interfaces and application usability
• Gather, document and present a clear project scope and user requirements from various functional areas in support of implementations and enhancements to meet the business needs
• Participate in business solution planning/design sessions to define a clear understanding of the business process and where technology can be applied
• Contribute to the configuration and testing of the software application to meet the required business processes with little guidance
• Provide technical assistance to operational questions from multiple business areas, utilizing knowledge database and documented support processes
• Contribute to the enhancement and delivery of implementation and support processes to enhance service delivery
• Articulate translation maps and integration processes containing XML, ANSI X12/EDI, delimited and other data types for software integration projects
• Generate operational reports for business partners and external customers using SQL
• Provide support on a 24x7 on-call rotation. Troubleshoot issues, find their root cause and take necessary corrective actions to resolve them
• Define and explain technical problems and solutions to a non-technical audience
• Build and foster effective relationships with business partners and external customers

Business Technology Analyst
U.S. Bank
August 2017 to June 2018
• Collaborate with product owners, developers, testers, etc. on GSA SmartPay Implementation project. Results were reduced risks, increased revenue and improving productivity
• Use of VersionOne for Agile Methodology
• Responsible for the creation of features/user stories following established Agile processes
• Participate in sprint planning, daily stand-ups and grooming sessions
• Provide guidance concerning business implications of development projects.
• Partners with business stakeholders to identify, refine and document detailed business needs
• Participate in calls focused on investigating, supporting, analyzing and resolving application issues related to system functionalities
• Frequently interfaced with business lines, including management and internal resources to ensure quality, timeliness and testing of all project/release work
• Engage with technology and application development teams to design and select solutions that
appropriately meet the business needs for large projects
• Review, validate and test plan approaches

IT Business Analyst/Systems Support II
GPC
October 2010 to August 2017
• Symantec Management Platform: Software Packaging, Inventory & Policy Management
• Symantec Endpoint Encryption and PGP
• Primary interface with sourcing team in China, logistics office (U.S. based), vendors, subsidiaries,
and freight forwarders (including DSV and Kuehne + Nagel) regarding international imports in the
merchandise lifecycle of the supply chain
• Microsoft Visio used to create simplistic diagrams providing high-level functional requirements for nontechnical users as well as detailed technical layouts for more advanced individuals
• Facilitated meetings in conference room design sessions and gathered business requirements for both small and large projects. Multiple tasks are worked simultaneously. Processes are handled to fruition ensuring accountability and successful completion based on initial requirements
• Training was provided to various IT groups with very technological terms while conveying the same information to numerous end-users with limited or no advanced technology exposure
• Initiated and pursued solutions to improve efficiency, ROI and explored ways to enhance integrations. The resultant impact resulted in the savings of millions of U.S. dollars annually
• Utilize TradeStone Software/Bamboo Rose to coordinate the flow of business as well as provide
application administration. Responsible for upgrades, fix pack installations, migrations and development of application. Accountable for three phases of application environments including development, test and production using load balancing. Updated associated databases and servers including both Windows and Linux
• Supporting tools include Oracle SQL Developer for structured query language manipulation, XML
Notepad and Notepad++ for creating and editing XML files, PuTTY for Linux administration, MessageWay for EDI related tasks, and IBM's ILOG as the business rule management system

Helpdesk Analyst
BMI
January 2006 to October 2010
• Managed the help desk during my tenure
• Assisted users primarily with software related issues and coordinate with network team to achieve common resolution
• Notify personnel of current and future outages
• Support is provided via phone, via email, and face-to-face. Feedback is provided to enhance level of service

Education
Information Technology
Western Governors University
2009

Skills
• Windows and Linux
• Web Design
• Agile and Waterfall Methodology
• NetMeeting
• Active Directory
• Microsoft Office Specialist (Word and PowerPoint)
• I-IV Language and Communications Classes Completed
• Project Management Class Completion
• Track-It! And FootPrints Ticketing Systems
• RAS/VPN
• Windows Virtual PC
• Browsers
• Symantec Endpoint Protection / Encryption
• Cisco Novell (NetWare Administrator)
• Citrix Management Console
• McAfee GroupShield
• Vantive
• Tivoli
• Lotus Notes
• SMS (SCCM)
• IE/Edge
• Firefox
• Safari
• Chrome
• Opera
• SQL
• Jira
• Java
• Requirements Gathering
• Scrum
• Computer Networking
• Help Desk
• XML
• Business Requirements
• User Interface (UI)
• Operating Systems
• SDLC
• Configuration management
• Databases
• IT management
• Disaster recovery
• Desktop support
• APIs
• Technical support
Military Service
Branch: United States Navy
Service Country: United States
Honorable Discharge
Certifications and Licenses
HDI Certification
CompTIA A+
CIW Associate Certified
CargoWise Certified Sales Professional
CargoWise Certified Specialist
HDI Certified Support Center Analyst

The latest education I completed was a year online at WGU in 2009.