Dear Sir/Madam,
Thank you for taking the opportunity to read and review my official resume. The following pages
consist of my career and educational highlights, and a listing of my utmost level of expertise. For
sake of ease to the reviewer, I have summarized the listing to only include items of most significance
and have avoided listing smaller details that might clutter the overall presentation.
Though this resume provides a solid outline of my accomplishments, please do not interpret them
as limitations. In most cases, my only limitation is opportunity. Over the past few years, I have
greatly exceeded my position and expectations. I am constantly advancing and achieving new and
diverse goals.
If we should have the opportunity to meet, I hope that you will have a chance to recognize my
most valuable characteristics:
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Competence
Highly Reliable
Detailed Oriented
Highly Focused
Goal Oriented
Friendly
Success Driven
If you would like to read more about my personal story, please visit my website: LukeWalls.com
Sincerely,
Luke Walls
Luke Walls
(904) 200-0049
info@lukewalls.com
Luke Walls
(904) 200-0049
info@lukewalls.com
Systems / Service Desk / Telecom
LukeWalls.com
EDUCATION
Florida State College, Jacksonville, FL
Associate of Science in Business Administration, 2008
Associate of Arts in Business Administration, 2008
Certification in Database Development (Emphasis in Oracle)
Certification in Web Development
IBM Education: Advanced System Operator
IBM Education: Logical Partitioning (LPAR) on System i
SYSTEM ENVIRONMENT
AS400 Software:
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ACOM: Check and Form Printing
BCD: ProGen & Websmart
Databorough: X-Analysis
Enforsive: Data Security
Help Systems: Messenger Plus, Robot Console, & Robot Alert
Itera: HA
Linoma: Crypto Complete & Backup Encryption
Linoma: GoAnywhere
Softlanding: Turnover
Townsend: PGP Encryption & FTP Manager
Service Desk Software:
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ManageEngine: Service Desk Plus
Luke Walls
(904) 200-0049
info@lukewalls.com
Telecom Applications:
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West IP: Maxxpoint
West IP: ControlMaxx
West IP: Phone Control
Smoothstone: ICC
Smothstone: ITC
Languages:
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CL
SQL
HTML & CSS
COMPUTER SKILLS
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Proficient in Word, Excel, Power Point, Visio, Windows XP, Windows 7, MAC OSX, and
iOS
EMPLOYMENT HISTORY
Systems Administrator, Financial, Jacksonville, FL, May 2013 – Present
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Personally implemented cost saving solutions (accomplished in 2013) that reduced recurring
IT business expenses by $40,000.
Provided system hardware/software projections and cost budgeting for upcoming years.
Formally presented all information to business leaders.
Worked as lead liaison for the business and technical team.
Provided system training for all new employee technicians.
Provided Fortegra with the highest level of support and expertise for the AS400.
Point of contact for all SOX, PCI and SAS70 audits and audit requirements in relation to the
AS400.
Implemented process improvement solutions on the AS400, including reducing the business
end of month procedure by 10 hours per month.
Cut backup windows in half by implementing backup enhancements and solutions.
Implemented and maintained database, file level, and backup tape encryption and security.
Luke Walls
(904) 200-0049
info@lukewalls.com
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Generated and reported AS400 analytics and provided solutions for system and process
enhancements.
Identified security risks and reported and implemented solutions accordingly in relation to
the Enterprise Data Security project.
Performed all AS400 hardware/software upgrades, repairs, and configuration.
Implemented yearly AS400 disaster recovery testing (failover) and coordinated
improvements and solutions accordingly.
Managed and reviewed AS400 Operator team procedures on a daily basis.
Service Desk Manager, Financial, Jacksonville, FL, May 2013 – Present
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Held weekly meetings with the Service Desk team to review, analyze, and discuss trending,
deviations, pending tasks, projects, goals and solutions.
Collected and analyzed data to report to management as often as needed.
Administrated and assigned all Service Desk requests and balanced workloads between
Service Desk technicians.
Managed and coordinated urgent and complicated support issues.
Regulated all service and business level agreements to set expectations and measure
performance.
Point of contact for all SOX, PCI and SAS70 audits and audit requirements in relation to the
helpdesk.
Telecom Manager, Financial, Jacksonville, FL, May 2013 – Present
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Personally implemented cost saving solutions (accomplished in 2014) that reduced recurring
IT business expenses by $50,000/year.
Managed user cell phones and cell phone business accounts for 300+ users.
Performed cell phone repairs, replacements, restores, updates, and all related configuration
for users as needed.
Managed and configured all call flow and call management for multiple business locations
and divisions.
Provided and analyzed custom user call reporting.
Monitored all business data circuits and review with vendors on a monthly basis.
Integrated new business (25 users in 2013) and transposed all user phones, call flow, and call
management to the Fortegra system.
Managed and maintain fax lines.
Luke Walls
(904) 200-0049
info@lukewalls.com
Lead Operations Specialist, Fortegra Financial, Jacksonville, FL, January 2010 – May 2013
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Assisted in multiple iSeries machine hardware upgrades and migrations.
Performed and directed multiple iSeries operating system upgrades.
Developed and implemented multiple CL programs to provide more efficient processes,
meet security requirements, and provide solutions for issues at hand.
Assisted in meeting all SOX, PCI and SAS70 audit requirements on a yearly basis.
Assisted in meeting all DR requirements, including implementing, maintaining and managing
the high availability iSeries machine and software.
Recommend, coordinated, and performed security and software improvements, upgrades,
and purchases.
Coordinated and perform in-depth tests, including end-user reviews for modified and new
systems.
Prepared and delivered reports, recommendations, and alternatives that addressed existing
and potential trouble areas for operating systems across the organization.
Managed and ensured the security of the databases and the data transferred both internally
and externally.
Evaluated and resolved high-level user issues as reported to the business helpdesk.
AS400 Operator, Fortegra Financial, Jacksonville, FL, August 2008 – December 2010.
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Administered and maintained end user accounts, permissions, and access rights.
Analyzed day-to-day functions and processes of software and database resources to ensure
they were performing within predetermined guidelines, limits, and specifications.
Identified and resolved operating system issues in order to maintain services, enhance
capabilities, and prevent system outages.
Evaluated and resolved multiple user issues as reported to the business helpdesk on a daily
basis.
Luke Walls
(904) 200-0049
info@lukewalls.com