SUMMARY:

• 15+ years of solid experience and knowledge as a Technical Desktop Support and Network Engineer along with added experience in RPG/AS400, Computer Programmer and Systems Analyst in systems analysis, database design, and maintenance.
• Adept at working multiple complex projects, prioritizing key deliverables to meet aggressive deadlines, interacting/effectively communicating with employee’s, teams, vendors, clients, various levels of management, senior department heads, C - level executives, stakeholders, etc as needed.
• Experience managing individual and multiple projects, defining project scope and objectives, assigning tasks, developing and maintaining project schedules, working with cross-functional project team(s) and adhering to project deadlines, while staying within the approved budgeted parameters accordingly.
• Provided Lead Team leadership in construction of residential building resulting in improved customer satisfaction as well as coordinated activity between management and Team players meet deadlines.
• “Results-driven leader” adept at creating the vision and "getting the job done"; team-oriented problem solver with excellent analytical, developmental, planning, interpersonal/coordinating skills.
• “Mentored and Provided” input based on past experiences/expertise; “lead by example” to my peers/colleagues; great team leader and team player with exceptional team building capability.
• Very good at using creative (Out of the Box) and (Big Picture) thinking to accomplish all given tasks and challenges in a timely and professional manner, with a strong aptitude and ability to come up with “New Concepts” and “Innovative Strategies” to successfully complete given projects and enhance new ideas.
• Strong attitude of adopting the flexibility in constant changing circumstances in the fast paced environments with a solid understanding of business protocols, project principles/concepts, and a professional business acumen with excellent presentation, communication and written skills.

TECHNICAL SKILLS:

• MS.Office 2000 Suite of applications; Microsoft Office Suite Software; MS Windows 95/98/2000/XP Pro/Vista/Windows 7
• 8
• 10
• MS Word 95/97/2000/XP Pro/2013
• MS Excel 97/2000/XP Pro/Vista/Windows 7/2013
• WorkPerfect
• MS PowerPoint
• MS Outlook
• Sun Open Office Suite of applications; DOS and Legacy applications and Legacy programming; Rational Rose
• other UMLs; Access; Fox Pro; Oracle; Sybase - Unix; Transporting & Compiling; RPG/AS400
• developer/programmer & utilities
• AS400-Iseries and SYS36 OCL
• SDA
• SEU
• DFU
• DDS
• Dummy Terminals; JAVA
• Visual Basic 6; RPG/ILE
• RPGLE
• RPG II
• RPG III
• RPG IV AND 4-ILE Structured COBOL
• QB4 and dBase; OCL and CL; SQL & PL/SQL; DRS/UET
• UX Test; SDA DB2 SEU & Full screen editors.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, TX

Desktop / Application Support Technician

• Provide technical desktop support for employees, including the set up and maintenance of PC's, hardware and software; design, install, configure and document network infrastructure for project initiatives; upgrade software and firmware on network infrastructure; ensure lifecycle management of network infrastructure.
• Additional duties include (but not limited to) configure, install, implement and support; networking and infrastructure solutions; enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization; integration and configuration solutions; monitoring and operations; advanced printing solutions; system refresh and installation solutions.
• Determined specific network hardware or software requirements such as platforms, interfaces, bandwidths, or routine schemas; developed, designed and implemented solutions for network problems.
• Additionally developed a more efficient Access method for storage and retrieval; provided detail documentation for later maintenance by Tom and other UTA librarians as needed.
• Created a database of 500,000 to 600,000 records of classification number, title and publication year for publications; most of the publications were never entered into any electronic database or catalog.

Confidential, Austin, TX

PDF Document Remediation Specialist, Web Accessibility Analyst

• Tested client's Web sites against W3C and WCAG Standards - very High
• Section 508 guidelines using WAVE Software on different browsers, both IE & Firefox.
• Knowledgeable enough with HTML & XML to suggest code for the Accessibility problems encountered.
• Edited Adobe Acrobat documents so they are accessible for blind users using screen readers as well as ensuring the documents are easily read by sighted readers.

Confidential, Arlington, TX

Technical Desktop Support\

• Answered technical support calls, solved all desktop computer issues for software and hardware; provided assistance over the telephone to determine an appropriate resolution for customer’s problem(s).
• Provided mentoring to company employees in effort to help improve company customer support team; coordinated and interacted with multiple departments, end-users, and vendors to process customer orders, eliminate delays and discrepancies, and promptly escalate and resolve any customer issues.
• Communicated solutions to end-users, providing end-user phone support for current PC desktop and application software, focusing on effectively resolving customer inquiries, issues, and equipment problems in a timely manner; identified and provided input on unique or recurring customer problems.
• Applied diagnostic techniques, identified problems, investigated causes and recommended solutions; documents problems in the support solution database for diagnostics and solution implementation.
• Advised and educated customers within procedural guidelines to ensure a complete solution to their technical or service questions; monitored and tracked issues to ensure accurate resolution.
• Managed multiple assignments, executed plans and following up to completion under extreme deadlines while improving customer relations, analyzing and resolving product and service related problems.
• Looked for, recommend, and implemented system efficiencies; documented all procedures and processes implemented; identified, diagnosed, and resolved problems; troubleshooting techniques and tools.

Confidential, Arlington, TX

Technical Desktop Support / Network Engineer

• Provided Desktop customer service to the staff and students, and represent the college in a professional manner, working with staff and faculty to resolve problems that were reported to the Infrastructure team.
• Identified, researched and resolved system and network operations problems, frequently on an individual basis in consultation with other staff and/or users in a professional, customer oriented and rapid manner.
• Used network management tools to discover, map and maintain the network; responsible for network equipment OS and version upgrades; conducted research of new technologies and implementation strategies; monitored and maintained network interfaces to insure its highest level of performance and makes modifications and enhancements as needed; handled escalated user problems, questions, and request.
• Helped support all aspects of the College’s network infrastructure, including operations, maintenance, implementation, and administration of the network, and servers; provided guidance in evaluating, selecting, and implementing new networking technologies as appropriate; also responsible for information security, day-to-day network monitoring, maintenance and resolution of complex network problems.
• Found broken links on library website, located matching records, and updated library index.
• Configured, monitored, and maintained wired and wireless network infrastructure including basic wiring, routers, switches, wireless access points, and network access control, across a multi-building campus.
• Collaborated, communicated, and cooperated with staff to minimize network disruptions to the campus community, ensuring consistent communications to constituents regarding network and system status, and achieve organizational and institutional objectives in compliance with college policies and regulations.