MICHAEL J.

DIEMER
michaeljdiemer@gmail.com
8986 S SILKWOOD LANE, TUCSON, AZ, 85756
520-403-5400

WORK EXPERIENCE EDUCATION

Enterprise Resources Planning (ERP) Administrator & IT Manager – High School Diploma
Competitive Engineering - Tucson, AZ
January 2021 – Present Bachelor’s Degree - Theology
▪ Manages ERP systems and supports IT infrastructure for a $30M annual revenue company, Grand Canyon University
ensuring seamless operations and data-driven decision-making. 2020 – June 2023
▪ Supervises a team of one computer programmer, overseeing his projects and facilitating Phoenix, AZ
efficient workflow to achieve successful outcomes.
▪ Epicor Server, Database, and Licensing Administration (Windows Server 2019). TRAINING / SKILLS
▪ Led ERP upgrade from Version 10.1.500.8 to 10.2.700.13.
▪ Epicor ERP
▪ Provide post-go-live user support and troubleshoot system issues and errors. Determine
▪ SSMS
root causes and provide coaching and training to users. ▪ SSRS
▪ Project manager for eWorkstation paperless project initiative. ▪ DMT
▪ Provides technical process improvement in all functional business areas. ▪ BPM
▪ Managed department operations effectively alongside the IT Director within a budget- ▪ UD Tables
constrained environment, liaising with the CEO for approval of all purchasing needs due to ▪ SQL (BAQs/Custom Reports)
the absence of a dedicated budget allocation. ▪ Six Sigma Green Belt
▪ Partner with cross-functional business units and company executives to understand their ▪ Active Directory
vision and align master data and computing solutions to changing business needs. ▪ Access Control
▪ REST APIs (oData)
▪ Designed and implemented a sophisticated query system integral to critical business
▪ Microsoft Dataverse
decisions, streamlining job and operations scheduling processes, and enhancing ▪ Microsoft Power Automate
operational efficiency. ▪ Microsoft Office
▪ Configure SQL backups and restorations in SSMS. (Word, Excel, Project, Visio,
▪ Develop requirement documents for customization and integration implementations. PowerPoint, Outlook, Teams,
▪ Collaborate with key business users on system enhancements and procedure and policy Access)
updates as required. ▪ Windows OS
▪ Oversees the integrity of computer systems and associated networks. (XP, 7, 10, 11, 2012 server r2,
▪ Configure and maintain standard and custom tables in Epicor. 2016 server, 2019 server)
▪ Visual Basic Scripting
▪ Proficient in overseeing and managing diverse software licenses to ensure compliance and
▪ ConnectWise
optimal resource allocation. ▪ ServiceNow
▪ Integrated an acquired company into Epicor. ▪ VMware & Citrix
▪ Implemented an automated User Agent Schedule that calculates global priority and runs ▪ OBS
global rescheduling daily. ▪ Adobe Suite (Illustrator,
▪ Co-managed integration of EasyClocking timeclocks into Epicor Photoshop, Premier Pro,
▪ Develop cloud flows using Power Automate to handoff data from Microsoft Forms to store Reader)
in a custom Microsoft Dataverse table. ▪ PC Troubleshooting &
▪ Creates a large array of intricate queries in Epicor, delivers the data to Excel using OData Maintenance
▪ Network troubleshooting
links, and designs pivots to meet the needs of business executives / key department
▪ Strategic Planning
figures. ▪ Leadership
▪ Creates and maintains Epicor user accounts, privileges, and security. ▪ Critical thinking
▪ Serves as a dedicated technical resource for all areas of business including finance, ▪ Adaptability
quoting, purchasing, HR, quality, logistics, production, and business executives. ▪ Data Analysis
▪ Problem Solving
Enterprise Resources Planning (ERP) Analyst & Local Administrator – ▪ Time management
Competitive Engineering - Tucson, AZ ▪ Effective communication
April 2020 – January 2021 ▪ Analytical Thinker
▪ Maintain an in-depth knowledge of PC hardware and operating systems. ▪ Strong sense of discretion
▪ Received comprehensive Epicor ERP training directly from Epicor, enhancing proficiency in and confidentiality
system utilization and management.
▪ SQL querying for data integrity analysis, data uploads, and ad-hoc data requests

1
MICHAEL DIEMER 2018 - PRESENT

▪ Troubleshot simple and complex technical issues with PC hardware and software.
▪ Optimized & Maintained Access Control System (Win-Pak & Feenics) across 3 buildings.
▪ Epicor ERP form development, customization, and troubleshooting.
▪ Works with users to design, maintain, and develop Business Activity Queries (BAQs).
▪ Analyzes and troubleshoots ERP issues reported by end-users.
▪ Install operating systems, monitoring tools, and Microsoft applications.
▪ Provides technical leadership, training, and coaching to end-users.
▪ Place Epicor support calls, document issues, and test solutions and fixes.
▪ Provide desktop support to install, upgrade, and configure application software, as well as repair hardware and associated
peripherals.
▪ Imaged and deployed computer systems including Windows and Linux machines.
▪ Implemented a complex communication system that allows a Raspberry Pi to hand off local data to display boards company-
wide.
▪ Install, configure, deploy, and profile equipment for employee use, ensuring proper installation of cables, operating systems,
and appropriate software.

IT Field Technician – City of Tucson

Staff Matters - Tucson, AZ
December 2019 – April 2020
▪ Responsible for working with a team of 3 to reimage 2,000+ computing devices that are owned and managed by the City of
Tucson (COT)
▪ Utilized COT administrative profile to complete a variety of elevated tasks and actions specific to each machine.
▪ Operating within different verticals, domains, workgroups, and departments throughout the city.
▪ Understand technical problems effectively through proper analysis, evaluation, and diagnosis.
▪ Configure COT database connections for client software to communicate with existing database servers.
▪ Suggest and implement ad-hoc solutions.
▪ Install, configure and optimize ArcGIS Desktop & Pro.
▪ Configure and establish existing database connections for ArcGIS.
▪ Managed existing ArcGIS application integrations.
▪ Demonstrate a strong understanding of IT principles and communicate technical concepts effectively to a varied audience.
▪ Assist with backing up crucial data to specific mapped network drives.
▪ Domain/Workgroup management
▪ Operational Unit (OU) management
▪ Assist city personnel with installation, configuration, and ongoing usability of system hardware and software.
▪ Tie workflow to schedule
▪ Evaluates hardware and software accurately for maintenance, warranty, and reliability purposes.
▪ Performs hardware and software upgrades to ensure ongoing functionality of critical machines that keep the city in motion.
▪ Provide training to clients/end users about software/hardware usage and maintenance.
▪ Produce timely and detailed service reports when applicable.
▪ Developed standardized documentation for some processes and procedures.
▪ Follow all City of Tucson filed procedures and protocols.
▪ Comprehend client/end-user requirements and make appropriate recommendations/briefings.
▪ Establish positive relationships with City Officials, Administrators, Management, and staff.
▪ Perform maintenance and service tasks for clients/end-users in assigned territory.
▪ COT IT Covid-19 Response team

IT Technician – SQL - Win10 Refresh & Reimage

KFORCE - Tucson, AZ
November 2019 – December 2019
▪ Responsible for working with one other technician to deploy/reimage the targeted new/existing machines within different
laboratory workgroups at Sonora Quest Labs (SQL)
▪ Utilized SQL provided IT admin privileges to complete a variety of elevated actions within each machine.

2
MICHAEL DIEMER 2018 - PRESENT

▪ Maintained strict hygienic standards (lab coat, gloves, etc.) in order to operate within multiple sensitive laboratory
environments.
▪ Migrated 97 machines from Windows 7 to Windows 10
▪ Performed hardware upgrades (RAM, SSD, etc.) on 20 existing machines.
▪ Configure and install network printers/drivers and mapped necessary network drives for end-users.
▪ Optimized dimensions, dithering and other print properties for label printers.
▪ Perform technical interviews with various SQL employees in preparation for backup.
▪ Confirmed desired files, applications, network drives/printers and any other requested data provided by SQL end-users to
backup.
▪ Diagnose and solve PC software and hardware issues reported by users/admin.
▪ Utilized and modified batch files to improve workflow and efficiency.
▪ Backed up employee data by mapping to a centralized SQL network drive.
▪ Upgraded targeted hardware and software on laptops/desktops to maintain a consistent technical performance standard.
▪ Utilized Ivanti and PXE boot to assist with reimage from Win 7 to Win 10
▪ Confirmed and installed OS image package based on specific user privileges.
▪ Restored user profile, data and applications in accordance with end-user requests identified during technical interview.
▪ Re-mapped network drives, printers, and installed necessary drivers.
▪ Kept detailed paper records/tickets of all relevant data and any actions that were performed on a machine.

Research & Resolution Specialist

United Health Group - OptumRx, Tucson, AZ
March 2019 – November 2019
▪ Serve as a resource or Subject Matter Expert to members and internal customers regarding pharmacy benefit structure.
▪ Resolve escalated and complex issues that cannot be fully addressed during the member’s initial point of contact.
▪ Demonstrate outstanding service to identify the source of the member’s issue and work to resolve the inquiries in a timely
and professional manner.
▪ Contact care providers (doctor’s offices) to coordinate a resolution if applicable.
▪ Ability to assist with billing/finance and eligibility processes, practices and concepts.
▪ Proficient conflict management skills, including the ability to resolve stressful situations.
▪ Demonstrate active listening, collect relevant information, build rapport and respond to members in a kind and
compassionate manner.
▪ Skilled in translating health care-related jargon and complex processes into simple terms that the members can understand.
▪ Proficient in utilizing complex internal web-based applications.

Employee Community Council Member

United Health Group - OptumRx, Tucson, AZ
August 2018 - March 2019
▪ Event planning for employee volunteering and charity.
▪ Promoting contributions to different worldwide charities.
▪ Encouraging employee engagement throughout the workplace.

Business Segment Liaison Assistant

United Health Group - OptumRx, Tucson, AZ
July 2018 - November 2019
▪ Responsible for troubleshooting Tier 1 software and hardware issues.
▪ Skilled in troubleshooting internal systems, referred to as a Super-User.
▪ Managed employee reported trouble tickets via SharePoint.
▪ Desktop support.
▪ Replace defective employee hardware.
▪ Escalate necessary tickets to internal IT.
▪ Receives excellent results with employee interaction surveys.
▪ Relocate PC’s, monitors and peripherals.

3
MICHAEL DIEMER 2018 - PRESENT

▪ Deploy and configured new PC’s.

▪ Educate end users on troubleshooting and best practices.
▪ Maintain inventory room, also known as the Mail Room.
▪ Prepare incoming and outgoing shipments.
▪ Palletized excess hardware for pick up.
▪ Sustain and append email distribution lists.
▪ Deployed PC’s and equipment for work at home advocates.
▪ Respond to any work at home troubleshooting inquiries.
▪ Skilled at troubleshooting Citrix, Windows 10, Avaya and Virtual Call Center.
▪ Maintain and troubleshoot Cisco desk phones.

PROFESSIONAL REFERENCES

JAMESON YORK
IT DIRECTOR
520-305-9675

JONATHAN OSUGI (DIRECT REPORT)

IT PROGRAMMER
520-820-8615

RENE TOVAR
QUALITY SUPERVISOR
520-425-0189

CHRISTOFFER PRESS
TDI LOGISTICS
520-780-2041

JOHN BARRON
SHOP MANAGER
520-904-2733

MARIO CASTILLO
QUALITY MANAGER
520-358-2306