TECHNICAL SKILLS:

Windows95/2000/XP/Windows7 Exchange Server 2003 Active Directory Avaya IVR Designer Avaya ASA Avaya Terminal Emulator SQL Server 2008 R2 SharePoint SAP VMware Citrix VOIP TCP/IP FTP Loftware Label Manager 9.8 Microsoft BitLocker PGP Outlook Lotus Notes Tivoli TRACK - IT10.5 Clarify Applix Heat RAS PowerShell VXML C/ C++ UNIX Visual Basic Java Photoshop FrontPage2000 HTML

PROFESSIONAL EXPERIENCE:

Confidential

IT Project Analyst

Responsibilities:

• Provide full life cycle support for new and existing Plant Floor projects and implementations.
• Partner with cross-functional teams of internal and external stakeholders to define and identify equipment, software, and operating system requirements.
• Ensure projects are properly managed, tracked and updated to ensure management and cross-functional teams are informed and aware of upcoming requirements, details, delays and deadlines.
• Support multiple Plant Floor sites and several hundred users to perform onsite and remote department-wide hardware/software installations/upgrades.
• Create and administer policies and permissions.
• Train and develop technical and user procedural documentation for IT contractors and computer captains responsible for maintaining and deploying Plant Floor PC’s.
• Analyze and resolve issues with connectivity, user accounts, file access, hardware, software, and operating systems.

Confidential

Product Support Associate

Responsibilities:

• Responsible for troubleshooting client SQL Server databases; held WebEx meetings and conference calls to conduct full discovery of customer issue in an attempt to collect all details and examples of problem at hand.
• Responsible for walking clients through the SQL database backup/upload and transfer process, also replicated client environment and keystroke(s) to confirm error/issue at hand is not related to users’ need for training or the result of a bug, all confirmed bugs are escalated to development for resolution.

Confidential

IT Analyst

Responsibilities:

• Responsible for providing expert-level IT call center service support to 700+ on-site and remote end-users.
• Responsible for planning and supervising hardware/software upgrades, repairs and replacements to include solving enterprise-wide system issues related to network support, hardware/software, desktop/laptop, and legacy application support.
• Coordinate and conduct product builds, software deployment activities, and process documentation to create a standard of utilizing best practices for current and future projects.
• Assist development team in defining and implementing processes, policies, and Best Practices such as rolling deployments and branching strategies.
• Assist senior engineers with the installation, configuration, and implementation of various software and hardware.
• Coordinate and conduct third-party vendor software planning, analysis and resolution for system updates, upgrades, and conflicts.
• Other duties include desktop/laptop builds/reimages, hardware repair/replacement, user data backup, Outlook account configuration and special software requests and installs.

IVR Project Analyst

Confidential

Responsibilities:

• I’m responsible for carrying out our IVR business strategy and vision through successful planning and execution of projected business needs.
• I work directly with our third-party vendor to develop, test, execute and maintain all code relating to our IVR text to speech and speech recognition systems and work closely with our SAP and enterprise team to ensure the IVR communicates properly with our web server.
• Maintained all IVR related code for both our Test and Live environments, tested and implemented changes and updates to IVR code in a Unix environment using Unix command-line, telnet and log files to upload and refresh code changes as it relates to our vendors and call center reporting requirements.
• Assisted in the development of functional requirements for self-service applications and the execution of text to speech and speech recognition enabled IVR test plans and use cases for Levolor’s 3 big box stores, independent retailers and Confidential and Confidential .
• Assist with cross-functional teams across Customer Service and Support, as well other teams within Avaya, to deliver IVR solutions to support phone-based customer self-service and accurate call routing and the implementation of IVR, voice recording and text to speech.
• Assist in troubleshooting and providing proactive solutions for all IVR issues that arise.

SAP, Divisional Security Administrator

Confidential

Responsibilities:

• Responsible for provisioning new hire, temp and temp to perm SAP security access for 1200+ onsite/remote SAP users.
• Ensure all security access requests have supporting documentation and fall within the user’s scope and assigned development plan, all requests in non-compliance of individual’s development plan is routed to Change Management for stakeholder and role assessment, each request must be examined on a case by case basis. SAP, Confidential security access successfully granted when request is in accordance with users completed training development plan and completed Change Management assessment.
• Work with key security concepts and use GRC tools (Footprints, CUP, RAR, and SPM) to enforce them.

Confidential

Project Lead

Responsibilities:

• Responsible for the setup, installation and configuration of Aqua Prieta’s Loftware labeling software, provide oversight, support and ensure corporate-wide compliance to Home Depot label standards.
• Provide training and troubleshooting for label creation and the successful conversion to Loftware from AP’s legacy access database system.