J A M E S M . G R A H A M

689 Holiday Lane ♦ Indianapolis, IN 46260 ♦ 317.965.0935 ♦ jmgrambo@gmail.com

IT Support Analyst Dynamic, qualified, and highly ethical information technology professional with a deep

understanding of technology and the complexities associated with its design, planning, and security. Exceptional communication skills and ability to complete projects on time and within budget. Able to quickly adapt to new concepts, technologies, and environments. Entrepreneurial spirit and relationship-building skills that have consistently led to career growth. Innate ability to build rapport with clients and colleagues and succeed in high-pressure, challenging,

and deadline-driven environments. Seeking to leverage talent and background in information technology, operations, and management

in a senior role with a respected organization that rewards hard work, commitment, and results.

Areas Of Expertise

User Training Network Maintenance Business Solutions

Troubleshooting/Diagnosis Local/Networked Printers Help Desk/Tech Support

Microsoft Windows SAP/Winshuttle Vendor Management

Professional Experience

FIRESTONE BUILDING PRODUCTS, INDIANAPOLIS, IN 2011 - 2015SAP SUPPORT ANALYST

Provide support for 2 divisions at national and international locations for SAP materials, inventory , and warehouse management modules.

Resolve IDOC resolution for new material creations and goods receipt issues from Legacy System. Serve as backup for SAP security: assign and reset passwords as needed. Maintain all laser and multi-function printers. Open technical support tickets with BASIS provider FIT, which hosts SAP environments. Support efforts to define and deliver new solutions to the business: free up SAP architects’ time and

provide information and assistance.KEY ACCOMPLISHMENTS

As primary corporate Winshuttle script writer and administrator, create scripts for installed SAP modules, resulting in saving company thousands of hours to date.

Serve as member of innovation team to evaluate computers, software, and new ideas. Assisted with the deployment to SAP for a new division that was initially using Share

Services FI/CO and Purchasing. Chosen as team member to test Remedy tool prior to moving it from Impact. Collaborated with IBM AMS and new Fujitsu AMS to coordinate knowledge transfer

between old and new AMS teams.

FIRESTONE DIVERSIFIED PRODUCTS, INDIANAPOLIS, IN 2002 - 2011SYSTEMS ADMINISTRATOR (2009 – 2011)

Conducted complete diagnostics on business problems, factoring in technical architecture and anticipating implementation obstacles; analyzed cross-technology and cross-platform issues.

Led vendor proposals analysis, participated in formulating project plan, coordinated vendors, built and conducted tests, and tracked progress.

As IT technical solutions expert, educated customers on business and technical issues. Formed productive networks with internal and external customers and vendors.

KEY ACCOMPLISHMENTS

Provided technical leadership to project teams by designing and supporting Windows-based solutions in support of project specifications.

JAMES M. GRAHAM, PAGE 2

Assumed responsibility for all aspects of Windows server system administration including design, installation, patching, troubleshooting, performance tuning, and resolution of application integration issues; utilized excellent documentation and communications skills.

DESKTOP SUPPORT COORDINATOR/BRIDGESTONE FIRESTONE DIVERSIFIED PRODUCTS (2002 – 2009) Utilized Remedy tracking software to serve as help desk analyst for 5 company divisions with 1,000+

users at 32 worldwide locations. Received President’s award for Project Management in 2004 for company relocation of two

divisions.KEY ACCOMPLISHMENTS

Received President’s award for project management of 2 company divisions’ relocations. Served as desktop support IBM DMS project lead.

DESKTOP SUPPORT SPECIALIST/FIRESTONE BUILDING PRODUCTS (2002 – 2004) Utilized Heat tracking software to serve as help desk analyst and provide tier 1 and 2 support for 600

users at 12 locations. Performed Windows NT to Windows 2000 server upgrades. Created and tracked RIS images. Resolved LAN and WAN printing issues. Supported Citrix and Terminal Service users; Microsoft Office 2000 suite and Internet Explorer;

Windows 95, 98, NT, 2000, and XP; and GoodLink Wireless devices and their provisioning.KEY ACCOMPLISHMENTS

Gained valuable knowledge and experience in all aspects of user support and help desk operations. Honed customer service skills to ensure satisfaction and resolved issues quickly and efficiently.

Previous positions include MIS Manager, Aggregate Equipment, East Peoria, IL, 1999-2000; Independent Consultant, Peoria, IL, 2000-2001; and Systems Analyst, contracted to Eli Lilly and Company, Indianapolis, IN, 2001-2002.

Education/CertificationsCOURSES IN BUSINESS ADMINISTRATION/COMPUTER INFORMATION, California State University at Northridge, Northridge, CA; University of Southern California, Los Angeles, CA; and University of PhoenixSAP COURSES:

SCM630 Warehouse Management, 2014 SCM130 ERP Planning & Manufacturing Overview, 2013 SCM601 Processes in Logistics, 2013 SCM520 Purchasing, 2012 SCM500 Processes in Procurement 101, 2011

CERTIFICATIONS: Microsoft Certified Professional Microsoft Certified Desktop Support Technician CompTIA Certified A+ Professional CompTIA Certified Network+ Professional