TECHNICAL SKILLS:

Operating Systems: Window 10, Windows 8, Windows 7, Windows XP, Mac OS X and Mac OS 9

Microsoft Products: SQL 2008, SQL 2005, Microsoft Projects, Microsoft Office Suite 2010, Microsoft Office Suite 2007

Educational Software: Ellucian Advancement, Ellucian Advancement Performance, Confidential Admissions, Registrar, and My Backpack, Blackbaud s Education Edge and Raiser s Edge

Fleet Management Software: RoadBASE, Fleetwave, Fleetfocus

Other Software: IBM Cognos Report Studio 10, IBM Framework, TechSmith Camtasia Studios, Visio, Crystal Report 11, Crystal Report 10, FileMaker Pro and Active Directory

PROFESSIONAL EXPERIENCE:

Confidential, MI

Product Support Specialist Lansing

• Provided technology support to law enforcement agencies in MI and WI using Talon software
• Escalated defect and enhancements to engineers
• Responsible for 24/7 support calls one week a month
• Created complex SQL script to resolve data issues
• Maintained and created law enforcement user accounts
• Troubleshot Michigan Incident Crime Reporting and Wisconsin Incident Crime Reporting

Confidential, MA

BI Advancement Analyst

• Delivered IBM Report Studio on - site training sessions to system administrators, trainers, and end users
• Supervised weekly IBM Report Studio Online Q & A sessions
• Provided 1 on 1 IBM Report Studio training sessions
• Created custom IBM Report Studio and Workspace Advance reports
• Tested UMass specific changes prior to release
• Managed security privileges for System Administrators, Power Users, and End Users for Report Studio
• Prioritized end users request according to UMass guidelines
• Updated lineage and filters using Framework
• Documented UMass specific fields and changes to Report studio
• Organized Ellucian consultant On-Site training session for Report Studio and Framework

Confidential, MA

Advancement Support Specialist

• Managed ticket requests from power users and end users
• Created and managed user accounts for Ellucian Advancement software
• Developed ad-hoc SQL reports
• Developed and Modified stored procedures for Crystal reports and web form reports

Confidential, Wayne, PA

Project Manager

• Delivered on-site training sessions to system administrators, trainers, and end users
• Documented requirements for future business processes and interface specification guides
• Identified resources needed and assigned individual responsibilities
• Managed and created project plans to operate day-to-day aspects of projects and scope of work
• Tracked and reported team hours and expenses to manage budgets, forecasting, revenue and utilization
• Determined revenue, invoicing, and receivables for projects

Confidential, Fitchburg, MA

Project Manager and Software Trainer

• Experienced Instructional designer
• Delivered on-site or WebEx training sessions to system administrators, trainers, and end users
• Educated client teams creating database queries, SQL statements, exports, mail merges and reports
• Trained and provided technical support for new and existing RoadBASE clients
• Introduced RoadBASE training webinars and video tutorials
• Updated existing RoadBASE user guides and key documentation guides
• Identified resources needed and assigned individual responsibilities
• Managed and created project plans to operate day-to-day aspects of projects and scope of work
• Documented requirements for future business processes and interface specification guides
• Customized, analyzed, mapped, converted data to fit clients RoadBASE system
• Resolved 90% of RoadBASE SQL error messages and tested new versions prior to release

Confidential, MA

Product Support Specialist Marlborough

• Provided technical support to new and existing clients on Confidential Academic modules
• Trained client teams creating database queries, SQL statements, exports, mail merges and reports
• Tested new versions prior to release

Confidential, Milford, CT

Asst. Academic Technology Coordinator

• Taught Computer Literacy class to high school students five days a week
• Prepared weekly detailed syllabi and coursework
• Communicated with administrators and parents on student performance
• Set-up and provided technical support for students’ personal PC or Mac computers
• Managed technical support financial charges for students’ computers
• Served as a dorm mother to female Freshman and Sophomore dorm
• Co-managed J.V. girls’ basketball and track & field; set team and individual goals

Confidential, Boston, MA

Information Technology Specialist 

• Taught Computer Literacy class to middle school students three days a week
• Prepared weekly detailed syllabi and coursework
• Communicated with administrators and parents on student performance
• Instructed administrations, faculty, and students in computer hardware and software troubleshooting
• Managed, maintained, and analyzed data for Blackbaud’s Education Edge and Raiser’s Edge databases
• Wrote and assisted users in creating database queries, exports, and mail merges
• Recommended implementation plans to migrate to Raiser’s Edge 7 and Faculty Access for the web
• Managed and maintained two PC and Mac computer labs
• Responded to emergency technology calls during school hours

Confidential, Boston, MA

Winter Intern

• Supported Blackbaud’s Education Edge and Raiser’s Edge databases
• Responded to emergency technology calls during school hours
• Assisted in teaching an introductory computer course to 7th graders
• Offered a full-time technology position