Yvonne Wilhelmi

Current

• Owner at Wilhelmi Art & Consulting, LLC

Past

• Technical Analyst at ADP
• Technical Support Manager at Allen Systems Group
• Technical Support Manager at BETA Systems, Inc.

• Advanced Technical Support at BETA Systems Software AG
• Technical Support Level I at Informix Software GmbH

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Education

• The Art Institute of Atlanta
• Technische Fachhochschule Berlin

Connections

54 connections

Industry

Graphic Design

Websites

• My Website
• My Company

Yvonne Wilhelmi’s Experience

• Owner

  Wilhelmi Art & Consulting, LLC

  (Privately Held; 1-10 employees; Graphic Design industry)

  December 2004 — Present (5 years )

• Technical Analyst

  ADP

  (Public Company; 10,001 or more employees; ADP; Information Technology and Services industry)

  November 2001 — November 2005 (4 years 1 month)

  o Provide 24/7 mission critical systems support in a multi LPAR environment n ia SYSPLEX environment for SouthEast Autopay regions
  o Analyze/troubleshoot/resolve technical issues
  o Created/programmed Technical Knowledge database (MS ACCESSS, VB)
  o Provides management teams with reports using stochastical techniques and statistical tools
  o System performance monitoring of LPAR’s
  o Key contributor to MVS application software implementation such as automation, print management, job output and scheduling tools via pilot install projects
  o Strong focus on analyzing processes to automate tasks and to minimize manual intervention
  o Implementation of application programs modifications (patches/releases)
  o Coordinate and support Vendor software/hardware upgrades
  o Experienced key contributor in VSE/MVS conversions
  o Provide Training/Guidance to new Technical Support staff

• Technical Support Manager

  Allen Systems Group

  (Privately Held; 501-1000 employees; Information Technology and Services industry)

  January 2001 — January 2002 (1 year 1 month)

  · Overseeing all Technical Support related matters for the BETA Systems products in the United States as well South America; managed, hired, supervised and trained First Level and Avanced support specialists
  · Advised/Provided strategic directions for Software Engineers, Support personnel and Sales for stratigic client conversions and Business aquisitions
  · Problem management (SLA management, problem life cycle analysis, determining support bottlenecks) in order to ensure timely problem solutions
  · Supervised/trained/Hired Support Specialists during problem solutions as well as installations and major software conversions, provided overall directions for support and development

• Technical Support Manager

  BETA Systems, Inc.

  (Public Company; 201-500 employees; Information Technology and Services industry)

  January 1998 — December 2000 (3 years )

  · Sent by the German headquarter to Atlanta, GA, built a highly effective U.S. support organization from scratch
  · Developed/Introduced processes in the areas of support and development (SLA, 24/7 structure, Intrudution of problem management database, follow up/escalation procedures) in the new BETA Systems U.S. subsidiary
  · Advised/Provided strategic directions for Software Engineers, Support personnel and Sales for stratigic client conversions and Business aquisitions
  · Provided in-depth technical training of System Engineers and support personnell
  · Extensive problem management (SLA management, problem life cycle analysis, determining support bottlenecks) in order to ensure timely problem solutions
  · Supervised/trained Support Specialists during problem solutions as well as installations and major software conversions, provided overall directions for support and development
  · Developed Disaster recovery management strategies for strategic customers

• Advanced Technical Support

  BETA Systems Software AG

  (Public Company; 201-500 employees; Information Technology and Services industry)

  January 1991 — December 1997 (7 years )

  § Technical consultant for all technical customer support issues (24/7 Problems, installations, upgrades, software conversions) in the areas of mission critical software as Job output, print management, scheduler, automatic operator, Job restart, Automated balancing)
  § Problem analysis, create solutions/cicurmventions, enforce SLA adherence, monitoring of problem statuses; Follow up with developers, Sales, QA , customers throughout the solution process
  § Design of customer specific requirements (exit modifications, disaster recover planning solutions)
  § Technical manuals/documentation proofreading; training/mentoring support specialists
  § Software Engineering/project management in Professional Services area
  § Database development (ACCESS/LOTUS NOTES), QA , documentation

• Technical Support Level I

  Informix Software GmbH

  (Public Company; 501-1000 employees; Information Technology and Services industry)

  January 1990 — December 1991 (2 years )

  § Pre- and post sales 24/7 customer support; Creation of software documentation, presentations, training materials and support statistics; white papers and training materials
  § Supervision of temporary support employees (training and briefing)

Yvonne Wilhelmi’s Education

• The Art Institute of Atlanta

  1997 — 1999

• Technische Fachhochschule Berlin

  Information Technology 1994 — 1997

Additional Information

Yvonne Wilhelmi’s Websites:

• My Website
• My Company

Yvonne Wilhelmi’s Interests:

Graphic Design, print Marketing, online marketing, web site design/development

Yvonne Wilhelmi’s Groups:

Atlanta Collage Society Shadowline Artist Group

Yvonne Wilhelmi’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch