SUMMARY:

• IT professional with 15+ years of progressive, mid/senior - level technical experience that is knowledgeable about infrastructure design, architecture, integration, business strategy development, process improvement and vendor evaluation. I have proved the ability to lead, teach, interact with all levels within an organization, provide quality customer service, improve process, work with outside vendors, and troubleshoot and solve complex technical issues
• . Demonstrably fast learner of unfamiliar systems and software; consistently maintain a current skill set incorporating technology changes and industry trends. Possess excellent analytical and problem solving skills, and excel in overcoming obstacles that may be preventing forward progress or issue resolution. Flexible and adapt quickly to shifting business needs, changes in project plans, schedules.

TECHNICAL SKILLS:

Windows: NT, 98, 95, 3.1, 2000, XP, 7, 8, 2003, 2008, 2012

UNIX: Linux, AIX, HP-UX, DEC, DG, Solaris

Software: Altiris, SDS, McAfee ePO, McAfee Application Control, Cloverleaf, Software Delivery System, WSUS, MBSA, Microsoft Office, Adobe Framemaker, Adobe Acrobat, XML, LDAP, VPN, PC-Anywhere, PowerPoint, Connect Care (CRM), BMC Remedy, BMC Patrol, DSview, Timbuktu Pro, Tivoli Storage Manager

Languages: Visual Basic, TcL, Batch Scripting, PowerShell

Hardware: PC hardware, Server hardware

EXPERIENCE:

Confidential, Plano, Texas

Endpoint Engineer

Responsibilities:

• Packaged software for Enterprise desktop deployment using Altiris. This included software titles such as Firefox, Google Chrome, Informatica, Tibco, AutoCAD, Silverlight, etc.
• Worked with IT and Business units for software requirement reviews.
• Microsoft security patch packaging and deployment to stores using SDS and Altiris. Tested all released security patches from Microsoft monthly and deployed them to over 75,000 devices. Patched all store Point of Sale (POS) machines, workstations and servers.
• Microsoft security patch packaging and deployment to all Enterprise servers using Altiris. This included all Corporate Headquarters, Data Center, Warehouses, Air Stations, NOC servers.
• Remediated patch failures across all devices.
• Reported to Senior Management patch compliancy across all devices monthly.
• Packaged and deployed all patches for Google applications, Firefox, Adobe, Oracle applications and Java.
• Worked with all IT and Business teams to coordinate patching for each groups Servers.
• Maintained all McAfee ePO agents throughout all stores. Worked with ITRM (Security) to ensure communication.
• Worked with ITRM on Application Control (Solidcore) deployment and testing.
• Performed analysis, diagnostics, and problem determination on all open systems, documents the problem and enacts the problem resolution or short-term circumvention.
• Addressed a vast array of problems crossing many different applications and technology platforms in an extremely complex network environment, and determines the appropriate problem resolution based on an understanding of the client’s needs.
• Escalated problem to next level of experience or appropriate department or area.
• Performed complex installations for open system platforms.
• Identified recurring problems, perform root cause analysis and takes corrective action.
• Updated and maintained monitoring tools for Open Systems.
• Identified and developed processes to automate fixes and maintenance procedures.
• Worked with clients on an ongoing basis as work is performed to solve problems.
• Worked with and directed vendors to dispatch and react to issues as required.
• Created UNIX shell scripts and DOS scripts for automating server applications.
• Led numerous large scale technology projects within the Confidential Enterprise.

Confidential, Dallas, Texas

Senior Technical Support Analyst

Responsibilities:

• Provided server and application support to customers in the healthcare and financial industries.
• Analyzed customer sites in UNIX (HP-UX, AIX, DEC, DG, and Solaris) and Windows NT environments.
• Solved customer problems using the Cloverleaf and Integrator integration engines, in areas such as:
• Industry-specific message formats (HL7, S.W.I.F.T., X12, and EDIFACT)
• Site-specific input and output consistency throughout translation and delivery.
• External vendor product shortcomings and inconsistencies.
• Wrote and edited TcL (Tool command language) procedures.
• Troubleshot faulty customer implementations.
• Provided system administration services such as:
• UNIX system maintenance, including OS backups, OS installations and upgrades, OS reconfigurations, establishing users and groups with permissions, building cron jobs, and monitoring machines for CPU utilization and disk space.
• Modem support, which includes coding modems, setting dip switches, and performing system checks and error checks for related and connected products.
• Windows system maintenance, including OS backups, OS installations and upgrades, OS reconfigurations, establishing users with permissions.
• Log, researched, and resolved customer problems with Cloverleaf and Integrator.
• Analyzed and implemented recovery and error databases.
• Configured customer specific alerts to notify clients of software or hardware problems.
• Worked with Cloverleaf developers to resolve complex engine issues.
• Presented to Cloverleaf developers engine and supporting code enhancements.
• Performed Cloverleaf quality control tests.
• Reviewed and updated Cloverleaf documentation for technical content.

Confidential

Senior Technical Writer

Responsibilities:

• Wrote and edited technical documents.
• Wrote user material for users new to middleware product.
• Edited documents for process and logic flow to maximize learning and ease of use.
• Designed graphics and flowcharts to illustrate software logic.
• Wrote and tested system procedures for middleware users.
• Tested software and submitted problem reports.
• Tested new GUI designs for usability and accuracy.