SUMMARY

• Responsible for developing and maintaining a professional level of proficiency with Information for the benefit for several offices.Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
• Resolve all network and application issues with local and remote users. This includes network authentication, application and hardware support, network and phone cabling, router and switch planning and installation.

TECHNICAL SKILLS

Certifications: CompTIA A+, MOS Certified

Systems: CICS/ISPF/Mainframe, UNIX, LINUX, Ubuntu, Windows 9X/NT/2000/XP/Vista/Windows 7, Windows 8, Novell NetWare, Mac OS

Databases: Oracle, ADB2, Relational Databases

Browser Clients: Internet Explorer (IE), Firefox, Chrome, Safari, Silverlight, QuickTime, Windows Media and Adobe Flash.

Languages: Java /Java 2, J2EE, PHP, JavaScript, VBScript, XHTML, HTML, XML, UML AS2, AS3(Flash), Visual Basic, SQL, CSS, C++, Java, DOS Batch

Software: Java Eclipse, MS Project, MicroStrategy, MS Visio, MS Office, MS Dynamics CRM,Lotus Notes, Adobe Creative SharePoint Suite 3, 4, and 5, 2007, 2010. Frontpage, Dreamweaver, Serena Teamtrack

PROFESSIONAL EXPERIENCE

Confidential, Fort Jackson, S.C

SharePoint Developer/Administrator

Responsibilities:

• Provided on-site analysis, development, and helpdesk support services for the U.S. Army Reserves at Ft. Jackson, SC.
• Participated in support workgroups that provides customer service support activities for the U.S. Army Reserve.
• Interacted with clients via telephone, e-mail or in-person to resolve minor to complex problems.
• Identified solutions to requirements caused by changes in policy or system changes.
• Participates in the analysis, design, and testing of software to implement business solutions. Responds to client queries regarding systems operations.
• Documents client questions and resolutions.
• Develops functional and technical documentation using Microsoft Office tools to include but not limited to training manuals, users manuals, system/requirement specifications, newsletters articles, and web-site content. Deliver functional training for small to large groups.
• SharePoint Support: Designs, develops, implements, and maintains pages for the clients' SharePoint site.
• Moderate usage of CRM to manage contacts from customer emails in Outlook and keeping track of reports.
• Manages permissions for client site collection. Manages existing workflows and reports. Assists users in the operation of the application.
• Develop workflow in SharePoint Designer
• Created CSS Procedural Operations Guide(PPT and Flash) with video presentation of the system workflow and and Users defining roles in the ticketing process.
• Serena Business Manager - "TeamTrack" - Maintains business process workflows utilizing Serena Business Manager (SBM) formerly known as Serena TeamTrack. Analyzes detailed systems factors, including input and output requirements, information flow, hardware and software requirements, and alternative methods of problem resolution.
• Edit User data table on SQL Server by running queries. User emails in data table that did not match with registration form would block user from receive email notifications from sharepoint.
• Works with users to define existing or new system scope and objectives. Performs modifications to and maintenance of operational programs and procedures. Provides input into the creation of system documentation.
• Assists users in the operation of the application.

Confidential, Lexington, S.C

Tech Servicedesk

Responsibilities:

• Provide IT technical phone support service,
• Assisting at-home users with Citrix connectivity /RSA sucureID token configurations
• Remote tools such as Console One, Proxy Master, and Zen Browser.
• First point of contact for employees seeking technical support on various issues including but not limited to hardware and/or software configuration.
• Responsible for mobile device support to ensure consistent enterprise connectivity.
• Applications include Encore Teller/Platfrom BN, ICOM, CMOD, CMSE, ALSCOM, Lotus Notes, Net Query, Office Communicator, MortgageBot Powermanager, Relationship manager, Unifi, Mainframe applications such as Jack Henry and Fidelity, FileNet, Microsoft Office, Novell Client, EDGE Enterprise for Win7, Safeboot, ect.
• Assist the team in maintaining a secure network infrastructure and promote security awareness amongst employees.
• Adhere to departmental standard operating procedures.
• Provide Information Technology training to all new hires.
• Participate in 24x7 year round on-call rotation schedule to respond to system outages.
• Assist users with password resets and account unlocks.

Confidential, Chicago, IL

Systems Support Specialist/ End Users

Responsibilities:

• Provide end user support and manage network functioning, perform standard maintenance, and troubleshoot to resolve problems as necessary.
• Provide organizational leadership on the use of technology to enhance organizational efficiency, effectiveness and collaboration
• Ensure network security and availability through management of regular backups, deployment of appropriate server and desktop security measures, firewalling and threat management, and internet/e-mail content filtering.
• Windows 2003/2008 Server and core services such as Active Directory, Group Policy, IPSec Policy, DNS, DHCP, RRAS/VPN, IIS, File and Printer Sharing, DFS, and WSUS.
• Enterprise applications such as Hyper-V, Microsoft SQL Server 2008 and Exchange 2007, Citrix Metaframe,, Symantec Client Security/Antivirus and Content Filtering for Exchange.
• Expert in creation of bootable technician usb’s, specializing in the usage of Imagex and Lite touch, for formatting and partitioning drives for imaging.
• Rollout and installation of new software packages, upgrades, and new desktop hardware.
• Deployment of over 100 New HP laptops for State of Illinois with Windows 7 enterprise edition imaging. Tasks involved Bitlocker drive encryption, storing recovery file keys on government server.
• Install and Configure MS SQL Server 2008 R2. Configuring TCP/IP and Named Pipes Protocols.
• Ensured Users access to SharePoint 2010 and defining User Groups.
• Develop, document and implement policies, procedures, and protocols as necessary to systematize and standardize the technology function and comply with relevant regulations and certification requirements.
• Provide supervision to other IT staff and interns

Confidential, Chicago, IL

Helpdesk Analyst

Responsibilities:

• Answered, evaluated, and prioritized incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Communicated tactfully, verbally and in writing with department heads, managers, co-workers and vendors to resolve problems and negotiate resolutions.
• Provided services for over 50 Offices of Legislative Affairs and over 3,000 employees.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems.
• Troubleshoot and restored routed technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Performed root cause analysis and developing checklists for typical problems.
• Recommended procedures and controls for problem prevention.
• Develop, documented and implemented policies, procedures, and protocols as necessary to systematize and standardize the technology function and comply with relevant regulations and certification requirements.
• Maintained a knowledge database and call tracking database to enhance quality of problem resolutions (Service-Now).
• Worked in a team setting, sharing information and assisting others with calls.
• Installed, configured and created information for rollout of new software packages, OS, upgrades, patches and hot fixes.

Confidential, Detroit, MI

Web Developer/IT Technician

Responsibilities:

• Web Design and Programmer - Responsible for upgrade and continual maintenance of urban media web site. Constant uploading of time sensitive materials to site. Integrated text, imagery and audio for various publications.
• PC Technician - Installed, repaired, maintained, and upgraded desktop and notebook computers; performed maintenance on printers.
• Made contributions to the improvement in office operations and customer service.
• Experience configuring, integrating, operating, maintaining, diagnosing, troubleshooting, or fixing operational streaming media systems
• Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods.
• Familiarity with various video distribution streaming media formats such as Microsoft Smooth Streaming, Apple HTTP Adaptive Streaming (HLS), Google Widevine Adaptive Streaming, Adobe HTTP Dynamic Streaming (HDS), MPEG-DASH, MP4, H.264, 3GP, WMV, and HTML 5
• Develop, document and implement policies, procedures, and protocols as necessary to systematize and standardize the technology function and comply with relevant regulations and certification requirements.
• Work with stakeholders and vendors to identify, plan, implement and evaluate projects necessary to optimize technological functioning and integrate technology into the work of the organization.
• Manage vendor relationships, monitor billing, and resolve vendor issues.
• Internal and external website implementation, management, and content development.
• Work with Executive Management to develop and monitor budgets for technology projects and an annual budget.
• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
• Tracked and evaluated new standards, technologies and trends in web site development, design, and delivery.
• Familiarity with various encoding and transcoding software titles offered by Harmonic, AmberFin, Envivio, Telestream and Digital Rapids
• Evaluate the competitive web sites with regard to content and functionality to make improvement recommendations to our corporate sites based on emerging web services and trends.
• Ensure that the web site has a consistent look and feel across the web by promoting uniform styles including fonts, formatting, icons, images, and layout, and creating appropriate templates to assist content authors.
• Evaluated and recommended purchases in web content authoring, development, and publishing tools.
• Developed, programmed, installed, tested, debugged, and documented interactive web applications using appropriate editors and technologies.
• Diagnosed and troubleshoot problems with existing web applications and sites.
• Developed and take ownership of the production and integration of multimedia applications and initiatives in the company with regard to video and data compression techniques, resolution, sizes, color maps, and depths to ensure high quality and speed of delivery.
• Maintained Responsible for upkeep and maintenance of newsletter mailing list.
• Designed a computerized video library system using XML modelling techniques.
• Engineered image-based JavaScript through resizable tub-based rollovers.
• Constructed cross-browsers for compatible CSS navigation.
• Produced automatic Java script in disabling selected links.
• Created web user interfaces, page layouts, advertising material and logos from the ground up based on project requirements.
• Conceptualized and designed HTML Static pages in Photoshop and Illustrator.

Confidential, Detroit, MI

Helpdesk Technician/Database Programmer

Responsibilities:

• Computer Service Technician - Installed, repaired, maintained, and upgraded desktop and notebook computers; performed maintenance on printers.
• Contributed made to the improvement in office operations and/or customer service.
• Provided 24-7 basis support to limit system down time during internal or external outages and peak enrollment periods.
• Identified, isolated and repaired computer equipment showing wear and tear as well as during preventative maintenance routines.
• Heavy usage of MS Office suite including Ms Access; integrating dos batch files to Access macros. Finding solutions to run single function codes to be called to a built-in function, and other troubleshooting tasks.
• Extensive usage of Microsoft Dynamics CRM 4.0 for creating Contract forms and defining data fields.
• Extensive usage of MicroStrategy to search through and analyze large amounts of data from a variety of sources, including data warehouses, and Excel files.
• Develop, maintain and enhance SSRS reports.
• Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality.
• Consistent presentation of a professional image, both on the phone and in person.
• Extensive usage of MS SharePoint for web content and document management.
• Convert and edit data Tables and Forms using MS Info Path 2007 to integrate with MS SharePoint
• Participated in on-site training sessions.
• Attended IT forums, conferences, and networking events.
• Database Programmer - Organized database for DWSD property data information for deeds and easement agreements.
• Responsible for the database conversion coding by utilizing visual studios - visual basics.
• Responsible for the analyzing SQL server database to determine required data.