SUMMARY:

IT professional with over 20 years of experience in assessing customer needs and applying technology solutions that are geared towards the goals of the business.

AREAS OF EXPERIENCE:

• Database Management
• Help Desk Support
• PC Maintenance
• Network Administration
• Server Administration
• Software Development
• Systems Analysis
• Web Development
• Business Process Analysis

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows (all recent client and server versions), Linux, Mac OS X

Applications/Development: ACT, Active Directory, ASP.NET, Avaya VoIP, C, C++, C#, Clarify ClearSupport, DotNetNuke, Dreamweaver MX, eQuality Balance, Interchange, Intuity Audix, Linux (various distributions), Microsoft Office (95 - 2013), Microsoft SMS/SCCM, Microsoft SQL Server, Mosaix Voicemix ACD, MySQL, Oracle, Perl, PHP, PowerQuest DeployCenter, SAP ERP, Samba, Symantec Ghost, Visio, Veritas NetBackup, Webtrends, Witness eWFM, Wordpress

Hardware: 3com, Cisco, D-Link, Linksys and Netgear networking equipment; Acer, Apple, Compaq/HP, Dell, Sony and Toshiba laptops and desktops; Compaq/HP Proliant servers; Epson, HP and Lexmark printers

PROFESSIONAL EXPERIENCE:

System Administrator

Confidential

• Maintain server-based ACT database (2007 through v18) as well as troubleshooting various periodic technical issues with features such as mail-merging and history recording
• Maintain Windows peer-to-peer network (with one machine delegated as the workgroup server)
• Maintain Office 2013 installations, including working with Microsoft to achieve Windows 10 compatibility for our specific environment (e.g., the use of ACT )
• Audit security periodically to ensure compliance with statutory and industry requirements
• Assess IT infrastructure periodically to ensure that it remains relevant to a client’s business strategies and goals, and continues to enhance daily productivity of all end-users

Confidential

Self-employed

• Maintain small-business websites using such tools as MS Visual Studio Express and Google Analytics to improve SEO results, as well as Wordpress for content management
• Determine needs of each client by getting an overall picture of how they conduct business and assess how information technology might facilitate their operations and strategy
• Study latest IT trends (both software and hardware) and periodically gauge whether the client might need upgrades
• Maintain social-media presence on Facebook, Twitter, YouTube, and other platforms, if warranted by the client's particular marketing strategy
• Study latest security threats and periodically audit clients' infrastructure for vulnerabilities
• Implement and maintain small-business networks, workstations and servers
• Deploy security and managed-desktop best practices for SME's using free, open-source products such as Samba and Chocolatey
• Develop and maintain Android application for medical device company; use Eclipse IDE and various plugin tools

Production Support Analyst

Confidential

• Provided first-level support for 2,000 manufacturing users in 200mm and 300mm semiconductor fabrication facilities, including: Active Directory administration, mainstream and proprietary software support, first-level hardware support and print server management
• Administered Lotus Notes and BMC Remedy Service Desk to track incident and change management tickets
• Acted as primary point of contact responsible for maintaining the Manufacturing Execution Systems (MES) for 200mm and 300mm wafer track-through schedules
• Acted as primary point of contact for any production escalations and responsible for bridging support teams on conference calls
• Assisted manufacturing during orderly winding-down of production as Confidential declared bankruptcy

Junior Programmer/System Administrator

Confidential

• Developed (as part of a team) a large web-based software project for New Age client Game On Recruiting Systems; project was developed using ASP.NET, C#, and JavaScript
• Maintained several smaller E-commerce applications; relevant technologies included ASP.NET, DotNetNuke, Interchange (Perl-based web application server), JavaScript and PHP
• Supported (alongside the COO/VP) the comprehensive IT needs of several local businesses
• Administered Windows Remote Desktop to provide technical support and maintain clients' end-user desktops and servers

Systems Analyst

Confidential

• Acted as interim system administrator during Confidential outsourcing of Witness/eWorkforce maintenance to third-party vendor eLoyalty
• Resolved all escalated incidents involving Confidential customer service agents: Aspect phones, the Witness quality control platform, eQuality Balance and eWorkforce Management

Help Desk Analyst

Confidential

• Administered Vantive, HP Service Desk and Tivoli Service Manager to track trouble incidents and escalate them to SME resolving groups as necessary
• Administered Active Directory objects to add user and computer accounts to role-based OU's
• Solved general software issues, including Windows, MS Office, Lotus Notes, SAP ERP, and HP print driver problems
• Solved hardware issues involving Compaq Desqpro desktops and Armada laptops as well as Apple Power Mac desktops and Powerbook laptops
• Supported wireless network for sales staff and executives, who used Palm Treo smartphones and Cisco VPN for mobile office connectivity
• Administered Microsoft SMS (now SCCM) to deploy software and inventory IT assets
• Assisted Philip Morris in transitioning from Confidential to IBM for support needs
• Trained IBM support staff and acquainted them with Philip Morris policies and procedures

Web Content Editor

Confidential

• Maintained live production intranet during enterprise-wide transition to new template-based platform built with Documentum
• Designed, implemented, and maintained intranet web pages using Dreamweaver MX 2004 and Webtrends Analytics
• Continuously enhanced website navigation and appearance, creating a more user-friendly environment

Network Administrator

Confidential

• Developed and implemented managed desktop infrastructure using Active Directory group policies, in conjunction with migrating several legacy NT domains into a consolidated AD domain
• Authored and implemented company-wide IT Acceptable Use Policy
• Developed (with database analysts) dynamic Intranet content fed from SQL Server and Informix data warehouses
• Maintained all servers: Windows Server 2000; Novell Netware 6; and Lotus Notes
• Administered Avaya VoIP switch and phones
• Supported general IT issues, including Windows, MS Office, Lotus Notes and HP printer problems
• Administered software and hardware moves/adds/changes for end-users

Help Desk Analyst

Confidential

• Tracked trouble incidents using Clarify ClearSupport, and escalated them to resolving groups as necessary
• Solved general IT issues, including Windows, MS Office, Lotus Notes and HP printer problems
• Collaborated with management to improve support tools that help desk analysts used, as well as beta-testing new releases of Clarify ClearSupport and other support applications
• Represented help desk on Windows XP Migration Liaison Committee, acting as conduit to improve help desk's support of migration process
• Administered Active Directory and Novell eDirectory objects to add user and computer accounts to different OU's depending upon job function
• Deployed and inventoried software assets using Marimba Castanet