SUMMARY:

Action - oriented Network Engineer with eight years of diversified IT experience including voice and data communications, application development, and software testing. Hands-on technical analyst with success in cost analyst, data analytical support, implementation and post-implementation support and maintenance with successful outcome.

TECHNICAL SKILLS:

Applications: Active Directory, Dameware, CCW, WebEx, CRM, Jive, iProcurement, Remedy, Microsoft Office Suite (pivot table, and vlookup functions), Jive, ServiceNow, FinBin and Business Objects.

Operating Systems: Blackberry v.4.0-5.0, Android, Windows Mobile v.5.0-6.0, Windows 7/8/10.

Networking: TCP/IP, DHCP, VPN, and DNS.

Database Management and Development: SQL, and Relational database design.

Development: Application and Object-Oriented development, and Program testing/analysis.

PROFESSIONAL EXPERIENCE:

Data Center Engineer

Confidential

Responsibilities:

• Collaborated in a datacenter consolidation and migrating project. Auditing all cable runs within the GDL datacenter. The project was completed ahead of schedule allowing the new installation of storage hardware and providing a 20% cost and power savings.
• Repair and replace hardware components, such as motherboard, system fans, ram, riser cards, and hard-drives .
• Generate performance reports for various systems, and report trends in hardware and application performance to senior management to predict future issues or outages.

NOC Engineer

Confidential

Responsibilities:

• Troubleshot network connectivity issues, and hardware failure issues for various Confidential customers.
• Created/Monitored/Reviewed/Updated/Managed trouble tickets using Remedy, Jabber and ETMS for validating server’s alarms for Unix, Windows, Linux, and Confidential platforms.
• Published weekly system support reports based on application failures and user errors.
• Responsible for Outage and Crisis Management Conference Bridges between customers and engineers, keeping timelines for each outage.

Program Analyst

Confidential

Responsibilities:

• Developed financial bookings reports, quarterly forecasting and project budget vs. actuals reports in excel. Created performance reports and provide pivot tables to update the quarterly progress of incentive program.
• Achieved 100% on-time launch of Gold Rush program. Improved and accelerated Confidential One software growth by 27% and $10 million in incremental sales globally.
• Collaboratively worked with global business managers to gather data mapping requirements to consolidate into a single incentive compensation eligibility report.
• Published weekly performance reports while ensuring accuracy, integrity and timeliness of financial statements.

Technical Support Analyst

Confidential

Responsibilities:

• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.
• Diagnosed and resolved a range of software, hardware and connectivity issues.
• Excel in asking probing questions and researching, analyzing and rectifying problems.
• Partnered with Tier II and Tier III help desk peers based in the US, and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system with resolution.

Product Manager

Confidential

Responsibilities:

• Led research investigations for product and service comparison of competitor pricing, essential in determining competitive service pricing structures.
• Managed resolution, tracked, and communication of highly visible pricing escalations in order to resolve customer satisfaction issues for sales.
• Implemented new tracking system using vlookups in excel for new data and product mapping, critical to the accurate and timely completion of mapping requests, and included key features such as traceability of queue history.

Commission Data Analyst

Confidential

Responsibilities:

• Improved data collection requirements finding creative solutions for hard to fit data elements and for identifying large data trends and gaps.
• Analyzed data needs from wide variety of internal data sources.
• Analyzed and documented client's business requirements and processes; communicates these requirements to technical personnel by constructing basic conceptual data, visual aids and process methods.
• Generated and exported business objects reports to create data mapping tables for data analysis, audit reports, and troubleshooting reports in excel.
• Coordinated meetings with account managers to gather reporting requirements and build relationships within these teams resolve escalation issues and perform quality checks based on program guidelines.

System Analyst

Confidential

Responsibilities:

• Provided inventory management report, spend reports, audits and resolved billing disputes for each mobile carrier.
• Used Pivot tables in excel to create impact and cost analysis report for each mobile vendor. Led the cost analysis plan to update and reduce monthly vendor fees.
• Coordinated and facilitated cost consolidation projects leading to reduced monthly and annual mobility expenses by 30%.
• Executed systems test from gathering requirements from interviewing internal clients. Assisted in analyzing testing results in all phases.
• Analyzed, installed and configured applications; troubleshoots network problems, and monitors and evaluates system performance.

Senior System Analyst

Confidential

Responsibilities:

• Designed, developed and implemented new methods and procedures of the technical solution that meets the requirements of the project.
• Assessed existing systems and recommended technical improvements (e.g., performance upgrades).
• Created detailed documentation of moderately complex system specifications, including system scripts, system installation procedures, system backup and recovery techniques and system test methods.
• Provided 7x24x365 system monitoring and on-call user incident resolution.

IT Analyst

Confidential

Responsibilities:

• Interact ed with customers of all levels of technical ability, to explain digital media, mobile and interactive technologies related to web conferencing, video conferencing, video streaming, audio and video capture, editing and processing hardware and media asset management.
• Analyzed, researched, diagnosed and resolved software/hardware, network, email, VPN, website connectivity and mobile device problems producing quick response times to more than 145 internal clients weekly.
• Managed device defects, reset network passwords, determine account restrictions, manage rights to network resources, create, modify and delete user accounts tools.