PROFESSIONAL SUMMARY:

• An IT Professional with experience providing hardware, software and network connectivity support. Able to work in a fast paced environment with great communication skills. Provided technical support to Institute employees and C level users, assisted them using IT resources to complete their duties. Highlights include:
• Perform diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
• Support LANs, WANs, network segments, Internet, and intranet systems.
• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches

TECHNICAL SKILLS:

Troubleshooting * Systems Administration * Active Directory * Linux * Network Administration * Windows XP - 10 * Windows Server * Cisco Technologies * Hardware Support * Software Support * Technical Support * Mac OSX * VMWare * Hardware Diagnostics * Firewalls

PROFESSIONAL EXPERIENCE:

Confidential 

QA Engineer / IT Specialist

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.
• Review requirements, specifications, and technical design documents created by the Product Team to provide timely and meaningful feedback - Create detailed, comprehensive and well-structured test plans and test cases - Estimate, prioritize, plan, and coordinate testing activities
• Design, develop and execute automation scripts using open source tools - Identify, record, document thoroughly and track bugs - Perform thorough regression testing to verify bugs are resolved
• Ran automated tests via (Rspec, Selenium)

Confidential

QA Engineer / Release Manager

• Reviewed requirements, specifications, and technical design documents to provide timely and meaningful feedback -Create detailed, comprehensive and well-structured test plans and test cases -Estimated, prioritized, planned, and coordinated testing activities
• Designed, developed and executed automation scripts using open source tools - Identify, record, document thoroughly and track bugs -Perform thorough regression testing when bugs are resolved - Processed all Developer pull requests
• Ran automated tests via (Rspec, Selenium) -Deployed to various environments (Dev, Staging, Production, Sandbox)

Confidential

Help Desk Specialist

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
• Identified, isolated and repaired computer equipment showing wear and tear as well as during preventative maintenance routines.
• Support LANs, WANs, network segments, Internet, and intranet systems.
• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.
• Maintained network facilities in individual machines, such as drivers and settings of personal computers as well as printers.

Confidential

Help Desk Technician

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
• Support LANs, WANs, network segments, Internet, and intranet systems.
• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

Confidential

Systems Administrator

• Established network specifications by conferring with users; analyzed workflow, access, information, and security requirements; designed router administration, including configuration and routing protocols.
• Established network by evaluating network performance issues, including availability, utilization, throughput, goodput, and latency; planned and executed selection, installation, configuration, and testing of equipment; defined network policies and procedures; established connections and firewalls.
• Maintained network performance by performing networking monitoring and analysis and performance tuning; troubleshot network problems; escalated problems to vendors.
• Secured network by developing network access, monitoring, control, and evaluation; maintained documentation.
• Prepared users by designing and conducting training programs; provided references and support.
• Upgraded network by conferring with vendors, developed, tested, evaluated and installed enhancements.
• Met financial requirements by submitting information for budgets, and monitored expenses.
• Updated job knowledge by participating in educational opportunities; professional publications; maintained professional and personal networks and organizations.

Confidential

IT Specialist

• Was involved in all technical aspects of Information Technology, including setup, maintenance and troubleshooting of IT infrastructure.
• Provided technical support to Institute employees, assisted them using IT resources to complete their duties. Supported the Director in achieving departmental goals and objectives,
• Application design and development
• Setup, monitored and performed maintenance of IT infrastructure
• Assisted faculty, staff and students with hardware and software related issues/questions
• Troubleshot computer problems both over the phone and in person • Evaluated new hardware and software packages
• Administered Linux servers
• Contributed to open source projects
• Assisted with Cisco networking equipment

Confidential

Owner

• Microsoft Windows XP, Windows 7 and Mac OSX software installation
• Computer hardware installation, troubleshooting and repair for home users
• Networking and printer installations for up to 50 computer networks as well as troubleshooting

Confidential

Locomotive Engineer

• Class 1 Locomotive License (Obtained 09/2007)
• Power requirement calculations for locomotive according to terrain and route
• Conducted job briefing with Conductor as to train length, tonnage and footage
• Responsible for locomotive inspection prior to departure of terminal
• Maintained train handling with knowledge of terrain
• Conductor License (12/2005)
• Obtained and processed paperwork for train; verified correct placement and number of rail cars; inspected rail cars and trains for damaged goods.
• Verified air test had been conducted prior to departure; acknowledged radio transmissions with train dispatchers.

Confidential

Operations Manager

• Responsible for all daily operations of both grape and citrus crops, from land preparation to crop distribution
• Payroll processing and shipping paperwork. Assigned field assignments to field employees
• Conducted production meetings with farmers and wineries.