SUMMARY:

• Highly skilled web designer with solid expertise in website creation and enhancement, including graphic design.
• Knowledge and experience with web development utilizing HTML, ASP classic, JavaScript, Visual Studio and MySQL.
• A 2nd level specialist/ technician well versed in national and international technical support and problem resolution.
• Effectively translates ideas and plans between diverse groups while maintaining understanding and empathy with clients.
• Strong performer who readily takes direction and requires little supervision.

KEY SKILLS/STRENGTHS/QUALIFICATIONS:

• Creativity
• Strong organizational skills
• Attention to details and deadlines
• Enthusiasm
• Manage changing priorities
• Works well individually, and in team environment

TECHNICAL SKILLS:

Hardware: Web, Intranet, Internet servers, 3270 mainframe, pc workstations, lan, wan

Software: HTML, CSS, DHTML, XML, JavaScript, ASP, Macromedia/Adobe Cold Fusion, DotNetNuke, Dreamweaver, Fireworks, Flash, Illustrator and Photoshop, PL/SQL 9i, Formbuilder, MySQL, Microsoft Office Access, Excel, FrontPage, Outlook, PowerPoint, Publisher and Word, Visual Studio

O/S: Microsoft Windows 95, 98, NT, ME, 2000, XP, 7

PROFESSIONAL EXPERIENCE:

Confidential, Princeton, NJ

DNN (DotNetNuke) Developer

Responsibilities:

• Web design and development, maintenance (SME) for Burlington County web sites (Burlington County Bridge Commission - bcbridges.org, Palymyracove.org, shopburlingtoncounty.com) utilizing DNN version 5.6.2 (SuperUser Account)
• Troubleshoot problem tickets received from users of Burlington County web sites. Contact users if clarity is needed on tickets. Update problem resolution and steps taken on spreadsheet via Google shared drive.
• Troubleshoot SQL statements, update statements as needed. Run contract bids via MS SQL Server 2008.
• Remote into server and websites via Remote Desktop for bid access, restarting server and websites via IIS Services.

Field service support, Technical Support Analyst

Confidential, Morristown, NJ

Responsibilities:

• Provide root cause analysis for Internal Customer Support and field support departments utilizing reports from MS Excel and Access. The reports were used to communicate problem areas in Confidential and Technical Support Centers ( Confidential ), eliminating unnecessary practices and saving the company money.
• Provide service to internal customers through the Help Desk Field Service (HDFS) utility worldwide. This often involved creation of users, their rights and environmental properties, as well as altering those properties (such as employee, local, regional and district). The utility is used by all personnel in Confidential to log any calls generated internally and externally, work done by the field service technicians, and outages and service failures companywide. Users of this Peoplesoft system were able to utilize HDFS successfully with understanding, and communicate critical system information timely.
• Other applications and utilities supported and used for second level support are as follows: PDT (project documentation, creation, maintenance and distribution), SMS (training utility for courses, CBTs and certification within Skillsoft/Skillport, EARS (an inventory supply tool for all devices in Confidential ), Confidential HDFS Reporting (companywide reporting site that is maintained by the Confidential web application department). The level of usage was maintained for projects, training, inventory and reports, with minimal downtime experienced.
• Develop documentation for running and maintaining reports on a daily, weekly and monthly basis. Development of documentation procedures for the Confidential Building Location updates in HDFS and PDT weekly procedures. The documentation is now used by Confidential personnel to create and maintain building locations worldwide, and communicate updates throughout Confidential on a weekly basis.

Jr. Web Developer

Confidential

Responsibilities:

• Create, design and upgrade internal web pages for Confidential, Confidential and other departments throughout Confidential .
• Fulfilled requirements and needs from corporate users. This created visibility for capabilities of Confidential Web Development Department, and development opportunities for me as a new developer.
• Create and update monthly reports for Confidential and Confidential departments. Reports were used for trending activities within Confidential & Confidential, and served as a gauge for weeks and months to follow.
• Maintain daily reports for Confidential data, derived from phone statistics from Technical Support Center locations. Reports were used to capture activities and gave trends for strengths and weaknesses in global technical support centers ( Confidential ). Money was saved by the company and used in the support centers were needed.

User Support Analyst

Confidential

Responsibilities:

• Monitor and maintain Intranet, Internet and Exchange servers company wide, through the web monitoring utility. Provide technical support for internal and external personnel, while troubleshooting applications company wide. This proactive solution allowed more time for contact and troubleshooting with 3rd level support, affording more uptime and usage of servers.
• Participant in the Louisville, KY email migration project (including Louisville site visit, helpdesk troubleshooting analysis and train/mentor Confidential technicians after migration implementation) and RSA Strong Authentication token system login migration. This created a smoother transition for email support during and after the one on one personal sessions.
• Mentor and train new Ecomm and Confidential technicians on Confidential applications. Technicians understood and adapted to new responsibilities and duties at a quicker pace, strengthening the helpdesk.
• Develop documentation on web monitoring utility, proper troubleshooting of servers and alerts and contact listing. The documentation was used by helpdesk technicians for proactive and reactive support, maintaining system stability.

Confidential, Parsippany, NJ

User Support Analyst

Responsibilities:

• Provide technical support for Confidential internal personnel while troubleshooting application, communication, software and hardware problems occurring on 28-30 applications at hubs, local, remote and extended centers, application servers and web server sites. This created a centralized area of expertise where users could report problems and issues, and have them addressed or resolved quickly.
• Monitor and maintain 41 Confidential application servers worldwide, connecting centers and dispatches with their drivers via communications and orders; Intranet and Internet Web servers. Communication was continued, package pickup and delivery was maintained, creating profit for the company.
• Document problems for Confidential, wireless communication and ECOMM issues. After documentation, troubleshooting continues and logs are maintained until solution is reached. This created a central location for problem identification and solution for all involved parties.