SUMMARY

• Dynamic and motivated professional seeks position wif an organization that can benefit from outstanding analytical and technical experience.
• Many years of professional experience in various industries proving adaptability and desire to learn new processes and technologies.
• I look forward to joining an organization and working hard to contribute to the organization growth and prosperity.

TECHNICAL SKILLS

• Network/Wireless - Installed and configured Cisco routers, setting up new users wif client software via VPN, Assisted Network Administrator setting up FTP & SFTP files for client databases, Experience in managing software and hardware performance on LAN & WAN.
• Mobile - Familiar wif setting up and configuring Blackberry, Android and IOS products.
• Microsoft - Windows 10, 8, 7, XP, SQL Server 2008, SQL Server 2012R2, Office 2007, 2010 & 2013, Outlook, Excel, Skype, PowerPoint, Access, Project, Visio .NET, Exchange, Active Directory, SharePoint, Azure and Office 365,
• Oracle - 9i, 10g and 11g client
• Applications & Tools - Adobe, Agile, AWS, BenefitAgent, BenSelect, Confidential Compare, Bitbucket, Business Objects, C++, Citrix, Code Academy, Confluence, Checkpoint, Cloud Computing, Crystal Reports, DNS, DHCP, Ethernet, FileZilla, Git, Go to Meeting, GRAWARE, HL/7, HP Quality Center v11, HTML, Confidential, IIS, iMotion, Internet Browsers (Chrome, Edge, Firefox, IE and Safari), ITIL, Java, JavaScript, JIRA, JQL, JSON, LogMeIn, .NET, Net Meeting, New Relic, PeopleSoft, Perl, Pivotal, Postman, PL/SQL Developer, Python, RDP, Remedy, Salesforce (Classic & Lightning), SAAS, Slack, SAP, Scrum, SDLC, Symantec Anti-Virus & Backup Exec, TCP/IP, Tempo, VMWare 6.0, VPN, WebEx, XML, and Zoom

PROFESSIONAL EXPERIENCE

Confidential, Westlake, Texas

Responsibilities:

• Collaborate wif all cross-functional team members to accomplish required tasks and provide project updates.
• Organize regular meetings wif each client for the duration of implementation process that could be up to 90 days depending on the project complexity.
• Build and testing client configuration for their project to make sure the timelines can be met or to discuss other recommendation wif the client after requirement testing.
• Regular review wif the client for current project timeline update to ensure the project is moving as expected and address any client concerns found thru project testing.
• Recording of Implementation status meetings for management review and to notify them of any major issues or project risks as discovered on the client project status.
• Provide and documentation to clients when new product features or enhancements are released into production environments as necessary.
• Discuss other vendor integrations that are available for the client that can be added for testing during the implementation process for more project efficiency.
• Working wif Development to update/review JIRA tickets created on behalf on the client to make sure all issues are being addressed so the implementation testing can be completed.

Confidential, Richardson, Texas

Responsibilities:

• Created a new support plan template for the company that has been shared wif both internal team members and external customers.
• Daily JIRA ticket review and update on customer issues by working wif Development
• Company VM creation for internal and external as well monthly vendor reconciliation of servers and bootable drives
• Regular creation of custom reports in JIRA for billable hours of all employees both local and offshore for Management and Finance team.
• Building new project workflows and adding custom fields wifin each new customer software project in JIRA
• Participated in daily Agile Scrum meetings wif various Development teams to update existing Jira tickets for customers.
• Created customer spaces in Confluence wif new project information and linked those pages to the correlating JIRA project.
• Conducted regular support meetings to review current issues and prioritize daily and weekly goals
• Worked wif Development to add new integrations into JIRA as needed like Slack, Tempo and Bitbucket
• Created Azure VM configuring and testing in QA for client sights upon DevOps migration from previously used VSTS environment.

Confidential, McKinney, Texas

Responsibilities:

• Daily review and detailed investigation of current issues as well as working on escalated issues as necessary.
• Routinely create and resolve deliverables for our customer issues that could not be resolved by them using the Selerix application on the Benselect platform.
• Creating new or editing existing jscripts for coverage plans improved functionality to halp resolve issue reported by our customers.
• Building new customer cases in wif the correct coverage plans and rates as provided by our customers as well as updating case information via census uploads.
• Share new information wif my teammates when available such as version updates, hotfix information and Selerix support recommendations.
• Provided detailed explanations of issue resolution to our customers as requested for escalated or critical natured events.

Confidential, Plano, Texas

Responsibilities:

• Perform 3 rd level support for end-user reported problems for all customers and technical testing of new technology solutions.
• Participate in weekly customer support calls while sharing the responsibility of updating customers on outstanding support issues.
• Participate in applicable phases of projects involving installation, configuration, testing and deployment of new software on POS systems.
• QA Testing of Windows and Unix OS configurations for complex client project scalability for better performance options and for future clients as well.
• Monitor end-user reported problems to identify potential areas requiring further intervention, and communicate to appropriate personnel.
• Document production incidents and support requests according to halp desk procedures.
• Participate in on call after hour rotation one week per month shared amongst other team members.
• Routinely connect to customer environment to run SQL queries to identify a variety of different database information.

Confidential. Irving, Texas

Responsibilities:

• Provides first and /or second level for AAP software support for customers inquiries received via telephone, email and Remote Desktop via Citrix.
• Assess nature of the customer's problem and resolves simple, moderate and complex problems.
• Searches for answers through provided product information and technical documentation for all client questions .
• Keeps the customer informed of how and when problems are resolved via Pivotal.
• Documents problems and solutions and escalates unique issues to the DBA, QA or Product Management for further investigation.
• Responds to Confidential Inc requests from customers and internal staff for the company's software and documentation.
• Regularly tests and documents new product releases on multiple OS platforms.
• Maintains log of problems and changes that need to be made to customer databases in both Oracle and SQL Server.

Confidential, Dallas, Texas

Responsibilities:

• Daily auditing of all census data received from the hospitals via company's web portal from all contracts.
• Compiled weekly and monthly reports of all data and presenting reports to the Regional Finance Manager and Chief Operating Officer of the Hospitalist division.
• Participated in monthly reviews of hospital data flows and making recommendations for process improvement procedures.
• Performed extra projects for divisional process improvement such as Annual Hospital PowerPoint Presentations and Divisional travel auditing and reconciliation.
• Maintained several data spreadsheets in Excel and ran frequent queries in Access to keep hospital's data up to date and accurate.

Confidential, Austin, Texas

Responsibilities:

• Monitor, manage and reply to e-mails from clients and occasional typists and working wif remedy halp ticket system.
• Escalated some technical issues or requests to the management team for additional assistance towards resolution.
• Provided cross team support for all job responsibilities among team members.
• Answer telephones, transfer calls, assist wif the customer service calls, and respond to voice mails.
• Provided excellent customer service to all customers in all situations wif the highest degree of professionalism.
• Provided timely responses to Remedy trouble tickets to ensure that customers efficiency would be maximized.

Sales & Configuration Management Analyst,

Confidential. Round Rock, Texas

Responsibilities:

• Emphasized salable features, such as flexibility, cost, capacity and economy of operation.
• Was instrumental in the spearheading of all areas of operations; overseeing test launches, systems upgrades and implementation, technical performances; quality control; and overall organizational efficiency.
• Successfully handled the activation and Deactivation of part numbers as well as creating descriptions for new parts in Data Central and Agile.
• Analyzed customer's needs and recommended computer systems that best met customer's requirements.
• Quoted prices and credit terms to interested customers on a daily basis.
• Structured and maintained a process of monitoring and delivering optimal customer service to build and develop inbound/outbound sales calls.
• Disbursement of technical information and supported end-users daily as well the routine processing of purchase orders.

Confidential, Austin, Texas

Responsibilities:

• Planned and carried out policies relating to all phases of personnel activity.
• Executed daily operations of answering angering policy inquiries as well the daily auditing and processing for 420 employees.
• Prepared budget of personnel operations and divisional employees.
• Spearheaded the financial audit process by performing data processing tasks, creating memos, spreadsheets and travel vouchers on a regular basis.
• Responded to written and telephone requests for Open Records Request made by applicants.
• Provided the establishment of personnel assistance in evaluating and resolving human relations.