SUMMARY:

TECHNOLOGIES:
Operating Systems: Windows, AS/400, HP-UX

Software Programs: Informix, WebEx, Heat, Support Magic, HP OpenView, Putty, Legato, Project Insight, Active Directory, POS, Maestro, Tuxedo, Cisco VPN, PC Anywhere, Salesforce, TOAD, NetCool, VMware, Vantive, Remedy, Foglight, Solarwinds and Microsoft SQL Server Management

EXPERIENCE:
Confidential,Norcross, GA (8/2010 – 4/2012) Operations Analyst

• Troubleshooting servers on VMware and HP ILO
• Review and update existing operational policies, procedures, and escalation documentation.
• Used put, Netdiag, get, ftp and telnet commands to troubleshoot.
• Created, deleted and reset various software accounts for users
• Managed the Legato NetWorker and Symantec Back Exec backups
• Troubleshooting file transfer issue and manually transferring files.
• Used putty to access the HP-UX to run scripts.
• Managing triages for down systems
• Assisted project manager in updating projects in project insight
• Attend weekly SLA meeting, as well as, creating weekly and monthly reports
• Utilize network management solutions to proactively monitor and maintain the network/system environments
• After hours software installs and upgrades.
• Monitored Solarwinds, Argent, Foglight4 and email for any alerts.

QA Tester

• Performed regression and UAT testing of web-based product Foglight5 and Payments software’s
• Daily executing and modifying SQL in Microsoft SQL Server 2005.
• Execute the test cases in Quality Center.
• Tracking defects using Quality Center and generating reports

Confidential,Snellville, GA (1/2005 – present) Weekend Teacher/Tutor

• Responsible for teaching students math section covered by the GED, CRCT and ACT exam
• Helped students develop the studying and analytical skills.

• Providing troubleshooting and support for Point of Sale software
• Provide training and customer service in a call center. Used Salesforce to manage call queue.
• Using connection tools such as Remote Assistance, Remote Desktop to monitor and connect to store computers

Confidential,Marietta, GA (4/2007- 6/2009) Impact Specialist

• Answer support calls for Medical Transcriptionist and Supervisors regarding the DocQscribe and DocQmanage applications
• Monitoring the transcription and QA backlog in DocQmanage.
• Resolve routing issues for jobs stuck in transcription and stat request.
• Assist Service Delivery Management in assessing the changes daily to help their backlog of work in transcription and QA.
• Competency in using Etime to manage transcriptionist schedules for Transcriptionist Supervisors

Confidential,Atlanta, GA (1/2002 – 11/2006) Senior Service Desk Analyst

• Provided technical support for Active Directory, AT&T, Hyena, Intercall, Jabber, Lotus Notes, Microsoft Exchange, Media Management System, Oracle, WebEx, VPN and terminal services.
• Created and disabled accounts for multiple applications.
• Maintained Oracle accounts responsibilities and reports. Adhered to Sarbanes-Oxley (SOX) standards.
• Engaged in project management functions to double check PCs/ laptops were scheduled and made updates to Microsoft project.
• A part of the team responsible for the Hardware Refresh (NT to XP) for Norcross, Atlanta and Charlotte, which involved formatting and partitioning hard drive for over 450 computers.
• Assisted in the set up of workstations and laptops for new employees; installed and tested software.
• Trained new Service Desk Analyst and created documentation for the training.
• Responsible for 24/7 on-call rotation. Used Vantive to manage call queue.

Data Center Operator

• Provided junior system administration duties for HP UNIX and Windows NT servers.
• Skilled at listening to clients, capturing issues, great follow up with issues and guiding them through issue resolution.
• Monitored network devices like routers, servers, switches, firewalls using HP open view network node manager
• Corrected batches and online access issues.
• Update existing web portals upon request
• Used Maestro and Netcool to start, cancel, monitor and execute jobs.
• Monitored batch processing, backups and file systems for AS400, HPUX, NT 4.0 and Windows 2000.
• Troubleshot using UNIX log files to determine ftp, corrupt files, double posting and missing files.
• Monitored and enforced the problem resolution and escalation procedures defined for computer operations.

Confidential,Alpharetta, GA (2/1998 – 7/2001) Lead Technical Analyst/Manual QA Tester

• Troubleshot Brooktrout, MS Exchange, SAP and TCP/IP issues on UNIX and NT 4.0 platforms.
• Used the following: SAM, SMIT, Admintool, VI editor and other tools to resolve user problems remotely, as well as through WebEX and PC Anywhere.
• Performed regression and User Acceptance Testing on the OptioFax application.
• Conducted initial troubleshooting and identification of software application defects.
• Trained users remotely, in classroom and individually to use software and installed software systems.
• Troubleshot modems, software and basic system administration (UNIX and NT).
• Helped customers in using DCS forms and designed DCS forms. Used Heat to manage call queue.

EDUCATION:

• Bachelor\'s Degree in Mathematics and Minor in Business Administration
• UNIX Overview & Basic Administration
• CIW Server Administrator
• Basic & Intermediate SQL training
• QA Testing, SDLC & Quality Center

CERTIFICATION

• Microsoft Certified Professional, NT Server 4.0 and NT Workstation 4.0
• CompTIA Certified Network and Server