OBJECTIVE:

• Performance driven, Process oriented professional looking to positively impact an organization in a manner that affords me an opportunity to not only develop my skills, but to enhance productivity in my work environment and colleagues.

TECHNICAL SKILLS:

Software and Applications: Service Desk, Remedy, Seibel, JIRA, MS - Office (2003, 2007, 2010, 2013, Office 365), MS Visual Studio (2005, 2008, 2010), VMware (7.0, 8.0 Workstation),Oracle Virtual Box MS Visio (2003, 2007, 2010, 2013) MS Project (2003, 2007, 2010), Dame Ware remote desktop app, TeamViewer Remote Desktop software Version 9 - 11,WebEx Connect, Airwatch MDM Solution, Oracle Versions 10g,11g and 12c, Microsoft SQL Server (2005, 2008r, 2012) MS-Access, SAS, SaaS Blackberry Desktop Manager and Blackberry Enterprise Software, Cisco Anyconnect VPN, Red Prairie Workforce Management software

Operating Systems and Platforms: Red Hat Linux, JBoss Fuse for Restful,Services, Knoppix (3.3, 3.9,6.7.1), Ubuntu, UNIX Shell Scripting, PC/DOS, MS/DOS, OS/2, Windows (98, NT, 2000, Millennium, XP, Vista, Win 7, Win 8/8.1, Win 10), Windows Server (2000, 2003, 2008, 2012), Active Directory, MAC OS (Tiger, Leopard, Snow leopard), SharePoint 2010, 2013, Microsoft Azure

Languages: HTML, ASP.net, Java, JavaScript, Visual Basic, C#, XML, Crystal Reports, Batch Scripting

PROFESSIONAL EXPERIENCE:

Web Portal Manager/Web System Administrator

Confidential

Responsibilities:

• Manages new website project and launch Maintains website by updating content and ensuring that content reflects relevant business and marketing trends
• Establishes Web system by planning and executing the selection, installation, configuration, and testing of server hardware, software, and operating and system management systems; defining system and operational policies and procedures.
• Partners in maintaining Web system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, and operating and system management systems; designing and running system load/stress testing; escalating application problems to vendor.
• Partners to secure Web system by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; completing back - ups; maintaining documentation.
• Upgrades Web system by conferring with vendors and services; developing, testing, evaluating, and installing enhancements and new software.
• Meets financial requirements by submitting information for budgets; monitoring expenses.
• Updates job knowledge by tracking emerging Internet technologies; participating in al opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job s.
• Manages the database Portal - including troubleshooting, partnering with vendor to identify solutions, building manuals and creating responsibility matrixes for project /task ownership
• Act as SME for Doc Gen software, helping to produce more letters/documents, create workflows and implement processes for document production.

Application Support Analyst II

Confidential

Responsibilities:

• The implementation and installation of “Sequoia Retail Systems POS software” onto the corresponding NCR Point of Sales systems and HP Tablet systems to replace the Blackboard TS POS system software up to and including the design of the user interface for the clients.
• Implementations’ were done at Chick fil A, Taco Bell, Burger Bytes, Starbucks, Pizza Hut, Panda Express, Food Court, Subway, Ferst Place, H2O, Georgia Tech Campus Card Office, Blue Donkey in addition to the implementation of 80 VeriFone credit card machines and VeriFone POS systems at the GA Tech Football stadium.
• Continuous Maintenance of the Techstuff E-commerce GA Tech webpage via consistent image and event updates. The development and interpretation of technical documentation for both fellow employees as well as our actual end-users and making them accessible in our SharePoint environment. Continuous Hardware Maintenance of the various Retail Systems. The implementation of Sequoia Retail POS Software was also configured onto devices for mobile usage via MC70 wireless readers, IPAD readers and IPAD minis for on campus events debit sales and attendance record. General troubleshooting and technical support of all software issues related to the Sequoia Product software as well as Blackboard associated products and services. Consistent administration and deployment of various reports in the department including Blackboard or Crystal reports including extraction and updating of our various Oracle and Microsoft SQL databases.

Confidential

SQL Support Specialist

Responsibilities:

• Responsibilities included providing telephone and e-mail support to customers (both internal and external) for two of the Red Prairie software products Workforce Management and Warehouse management.
• Provided support for third party products utilized with the Red Prairie software
• Provided needed assistance to ensure that inquiries are effectively and efficiently resolved.
• Performed general diagnostics and triaging on Trouble Tickets, Service Request queues and Web Inquiry queues to manage workload.
• Utilized analytical information gathering techniques to identify need(s)
• Performed severity assessment and problem classification form information obtained
• Resolved general application usage problems
• Independently resolve 86% of calls
• Escalated designated calls to appropriate personnel
• Maintained/Updated the EWS (Enterprise Wide Support Software) as a tool to provide support recommendations and direction.
• Continued ongoing on all products utilized by Red Prairie
• Assisted other Support Specialist’s in understanding issues and resolutions
• Trained new Support Specialist’s on specific functionalities
• Provided feedback on product and/or process initiatives developed in other areas
• Adopted a clear understanding of the concept behind the solution, the client base, and the industries that the product serves
• Monitored active issues for escalation and closeout
• Provided input for EWS knowledge base

Confidential

Mobile Technical Support Analyst

Responsibilities:

• In my capacity as a Subject Matter Expert I also performed additional duties such as data analysis of phone coverage in peak situations and different locations, as well as consulted with a special team where we beta tested new devices strenuously before commercially releasing it onto the market.
• Included responsibility for provisioning data, text and voice services on all mobile devices
• Creating user friendly troubleshooting manuals to improve the quality and speed of the process resolution as well as enhance the process for incoming mobile employees
• Coordinated trouble ticket resolution with local vendors, internal partners, and other service providers in order to minimize customer affecting downtime.
• Troubleshot advanced product or service issues, resolve routine Trouble Ticket and Service Requests, including but not limited to messaging, application set-up assistance, billing requests, moves, add-ons and changes to customer accounts, Blackberry devices and Blackberry Enterprise Software.
• Reviewed system orders for inconsistencies, and/or possible conflicts in regards to product configurations and compatibility.
• Constantly monitored email, Trouble Ticket and Service Request queues and Web Inquiry queues to manage workload.
• Dealt with escalations from Customer Service Specialists as well as internal departments as requested by management to ensure quick customer resolution.
• Handled customer calls with a positive problem-solving attitude with appropriately setting customer expectations for requests including next steps and resolution time frame and notification.
• Adopted a “hands on” approach with to customer issue resolution.
• Introduced applicable online resources in addition to Confidential ’s current Knowledgebase to assist in resolving customer troubles.
• Assist in on new products and services offered by Confidential .

Confidential

Retail Support Analyst

Responsibilities:

• Troubleshot and resolved issues pertaining to Store Systems and Point of Sale Systems software and hardware issues.
• Escalated to the relevant depts. for System Replacements and upgrades in cohesion with External Vendors after extensive assessment.
• Indulged in extensive Software and Hardware Support/Troubleshooting via Remote Desktop Connection with Dame Ware in particular.
• Constantly updated Documentation via dissemination of current information.
• Researched the WEDAT Oracle 10g database via use of MySQL to assist in troubleshooting of various transactional issues.

Confidential

Production Support Analyst

Responsibilities:

• Gained an in-depth understanding of ICOMS Billing System and its interaction with Service Broker Workflow engine along with other applicable systems.
• Troubleshot and resolved of Voice over Internet Protocol provisioning errors in IP Switches via Linux/Unix application command line
• Monitored Trouble Ticket and Service Request queues and Web Inquiry queues to manage workload.
• Served as support in responding to and diagnosing production support problems.
• Interacted effectively with internal customers and appropriate system vendors to conduct the necessary research to resolve issues.
• Ensured documentation standards and procedures for operations are in place.
• Actively researched and evaluated opportunities for process improvement.
• Created reports and provided a means to verify the integrity of existing infrastructure.

Confidential

Tier II Technical Support Analyst

Responsibilities:

• Responsibility involved troubleshooting data, messaging and voice technical issues, supporting all Wireless Web Services, Third-Party Applications, online applications, and Blackberry products and services via monitored ticketing and service request queues.
• Responsible for resolving provisioning data and voice services on various mobile devices
• Performed customer support services of internal and external customers’ issues.
• Resolution of PC and Laptop modem configurations issues.
• Reviewed internal communications to keep abreast of processes and procedures.
• Diagnosis of computer hardware, software and operating system problems through discussions with users.
• Beta tested new devices strenuously before commercially releasing it onto the market.
• Problem identification, research, isolation and resolution processes. Escalation of unresolved issues to Engineering

Confidential

Email Applications Analyst

Responsibilities:

• Web application development using HTML, CSS, JavaScript, Photoshop, Gimp and other design tools as well as mass distribution of Marketing offers
• Technical writing and documentation
• Created an instruction manual of the procedures performed in designing these edited email offers
• Created ample web sites http://kahuna.clayton.edu/~a Confidential / these were built manually using notepad
• Created Sample website I coded http://www.caregiversofatlanta.com/ this was built using adobe creative suite 2