Open to opportunities

Peter McGraw

@petermcgraw

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Experienced Application Support Engineer with a focus on technical troubleshooting.

United States

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What I'm looking for

I am looking for a role that challenges me technically while allowing for professional growth and collaboration within a dynamic team.

With over two decades of experience in technical issue resolution and customer support, I have honed my skills in managing complex service desk operations and streamlining business processes. My journey began as a FoxPro Developer, where I designed custom UI screens and maintained relational databases, laying a strong foundation for my technical expertise.

In my recent role as an Application Support Engineer at Lifetouch/Shutterfly, I successfully triaged application and data problems, ensuring that issues were resolved efficiently. My commitment to delivering exceptional service in fast-paced environments has been a driving force in my career, and I take pride in my ability to identify root causes and implement effective solutions. I am passionate about leveraging my skills to enhance operational efficiency and support teams in achieving their goals.

Experience

Work history, roles, and key accomplishments

Application Support Engineer

Lifetouch\Shutterfly

Nov 2019 - Oct 2024 (4 years 11 months)

Provided Level 2 Service Desk Support, triaging application and data problems. Assigned ServiceNow tasks to appropriate teams and resolved issues with student photographs before production.

ServiceNow Application Support Incident Management

ITIL Service Level Manager

Lifetouch\Shutterfly

Sep 2015 - Nov 2019 (4 years 2 months)

Assembled teams to triage and resolve major P1 and P2 issues. Held post-mortem meetings to document and prevent future occurrences, keeping stakeholders and users updated on progress.

ITIL Incident Management Problem Solving Team Leadership

FoxPro Developer

Lifetouch National School Studios

Sep 1994 - Sep 2015 (21 years)

Designed custom UI screens for picture day events and created/maintained multiple FoxPro databases. Wrote OLE links and ActiveX APIs to MS Word and Adobe PDF Maker for flyers, and managed data import/export processes.

FoxPro Database Management UI Design OLE Data Imports Fox Pro

Education

Degrees, certifications, and relevant coursework

University of Minnesota Twin Cities

Bachelor of Arts (B.A.), Mathematics

Obtained a Bachelor of Arts degree in Mathematics. Focused on developing strong analytical and problem-solving skills through comprehensive coursework.