SUMMARY:

To further a career in the Information Technology/ Information Systems field with a company that will allow me to expand my skills and knowledge while being a contributor to the overall company's success.

TECHNICAL KNOWLEDGE:

• Cisco switches and routers LAN and WAN cabling and troubleshooting
• IBM and P.C. compatible A+ training
• Windows /XP/Vista/ 2003/2008/7/10 MS DOS
• Portrait Suite & Express Photo Software Remedy IT Management
• Microsoft Office and Outlook 2003, 2007, & 2013 Ghost Server
• Microsoft Visual Studio 2007 VMware v1.05
• SQL Server 2005 & 2008 HP Service Center
• Salesforce SAP
• Jira Service Desk Splunk

WORK HISTORY:

Confidential, Chesterfield, MO

Application Support

Responsibilities:

• Interact with multiple business and IT units in an ITSM and Agile environment
• Provide root cause analysis for the US Row Crops applications and business processes primarily supporting Sales Orders, Deliveries, Returns, and Inventory between Salesforce and SAP
• Utilize Remedy IT Service Management tool for incident tracking and resolution for a workload with changing priorities and demands while maintaining SLAs
• Escalate issues to Development team using Jira Service Desk
• Proactively identify application and system issues to improve availability and performance utilizing SOQL and Splunk
• Summarize and communicate new any ongoing support related issues to business stakeholders

Confidential, Creve Coeur, MO

Wholesaler Services Team/Project Coordinator

Responsibilities:

• Project coordinator for planning, testing, and reviewing data prior to conversion, upgrades, or merges of database values
• Troubleshooting data discrepancies with custom created SQL scripts in SQL Server 2008 R2
• Identified and documented differences in interfaces and Route Accounting Systems that affect the Mobility program
• Conducted one on one training by phone/remote sessions for wholesalers on what changes to make to data so that Mobility program functions properly.
• Effectively communicated technical concepts in a clear and straightforward fashion to a wide variety of customers with varied technical ability and backgrounds
• Developed and documented project test and execution plans
• Electronic Commerce conversions and support

Confidential

Technical Support

Responsibilities:

• Processed incoming requests, monitored/updated open tickets, documented issues/resolutions using a helpdesk tracking system
• Installed, configured and troubleshooting software/hardware on desktops, laptops, PDAs, and servers deployed in a Microsoft network environment
• Installing, configuring and troubleshooting peripheral equipment (i.e. printers, docking stations, network and Bluetooth cards)
• Working knowledge of internet/network concepts to effectively troubleshoot issues (i.e. basic LAN/WAN connectivity issues)
• Effectively communicate technical concepts in a clear and straightforward manner to a wide variety of customers with varied technical ability and background

Confidential

Responsibilities:

• Compared, reviewed and identified discrepancies of all sales items between the Route Accounting System database against the Mobility database
• Conducted one on one training by phone/remote sessions for wholesalers on what changes to make to data so that Mobility Performance Dashboard program functions properly

Product Specialist I/Data Analyst

Confidential

Responsibilities:

• Project coordinator for planning, testing, and reviewing data prior to conversion, upgrades, or merges of database values
• Identified and documented differences in interfaces and Route Accounting Systems that affect the Mobility program
• Conducted one on one training by phone/remote sessions for wholesalers on what changes to make to data so that Mobility program functions properly.
• Effectively communicated technical concepts in a clear and straightforward fashion to a wide variety of customers with varied technical ability and backgrounds
• Developed and documented project test and execution plans

Confidential, Saint Louis, MO

Quality Assurance Analyst

Responsibilities:

• Tested SAS (Store Automated Sales) machines for network functionality and network connectivity
• Tested SAS program for functionality and proper language, and escalated found bugs into Visual Studio 2008 for developers
• Tested SAS program in MS SQL Server 2005 environment
• Tested program patches, updates, and proprietary software on Windows Server 2003, Server 2008, XP, and VMware virtual machines

Confidential, St. Peters, MO

Responsibilities:

• Transferred programs and data from Windows Vista 32 bit to Windows 7 64 bit
• Created Users and passwords for desktop and network drives
• Configured firewall for users, peripheral equipment, and network access
• Re - installed software for Windows 7 64bit
• Transferred data through backups on thumb drives and mapped network drives
• Tested programs for functionality with existing data

Confidential, Saint Louis, MO

Application Support: QA Testing

Responsibilities:

• Tested SAS and Confidential machines for network connectivity and network functionality
• Tested SAS program for functionality and proper language, and escalated found bugs to developers for corrections
• Tested SAS program in MS SQL Server 2005 environment

Confidential, St. Louis, MO

Technical Support

Responsibilities:

• Microsoft Windows 7, Office 2007, Outlook 2007, and Communicator troubleshooting and support
• Password changes and resets through Active Directory
• Worked with UAC, elevated command lines, and Microsoft Management Console in a Managed System

Confidential, Saint Louis, MO

Technical Support

Responsibilities:

• Dell computer hardware with Windows XP, Server 2003, and proprietary software troubleshooting ( Confidential )
• Canon and Olympus camera troubleshooting and Photogenics lighting troubleshooting
• Data entry with Remedy software

Confidential

Technical Support

Responsibilities:

• Updated System registry for Express Photo Software

Confidential

Network Support

Responsibilities:

• Worked with Diebold and Confidential ATMs needing closer examination using Base 24 to access, verify, and reboot systems
• Monitored ATM State of Health and Escalated ATMs to Vendor for resolution
• Consolidated several reports into one overall report using Microsoft Excel

Confidential

Technical Support

Responsibilities:

• Handled on average 40 inbound/outbound calls per day
• Dell computer hardware with Windows XP and Server 2003 software troubleshooting with specialization in DM laptop support and components
• DSL and Sonicwall VPN network troubleshooting
• Canon Camera and Photogenics lighting hardware troubleshooting
• Data entry with Remedy ticketing system