SUMMARY:

Strong analytic / troubleshooting skills with team player attitude in order to respond effectively with limited resources under pressure to multi - client requirements. Effective written and oral communication experience in working with clients to provide a depth of technical expertise as well as solid interpersonal, consulting, project management, and relationship building skills.

TECHNICAL EXPERIENCE:

• Active Directory
• Windows Server Family
• RHEL, CentOS
• UNIX vi editor, Telnet
• Windows Workstation
• MBSA, MS SCA Console pfSense, Clonezilla
• Winternals Admin Pack
• Linux Live CDs
• MacroVision Licensing
• Hiren's BootCD
• Symantec Ghost
• TCP/IP, DHCP
• DNS, WINS, NFS, DFS
• WLAN, LAN, WAN
• XML, HTML
• Rootkit Removal
• VM Ware, VirtualBox
• Oracle EBS, SEAL
• OS/400, PkMS
• HP & Compaq HW
• Webex, RDP, VNC
• TeamViewer, Join.me
• Open Source Software
• Lectra Fashion PLM
• Kaledo Textile, U4ia
• Lectra CAD / CAM
• Salesforce

PROFESSIONAL EXPERIENCE:

Critical Incident Manager

Confidential

Responsibilities:

• Provide leadership, ownership, and manage Major Incident bridges according to Service Level Guidelines
• Work within the Financial Services industry IT Service Management Office using ITIL framework
• Manage High Severity Incidents through to resolution including Severity 3 incidents as needed
• Coordinate technical resources and activities during outages and customer affecting incidents through service restoration
• Maximize operational responses to encountered incidents and minimize service availability interruptions
• Assist the Problem Management Team via a Rapid Review process
• Oversee Emergency Changes as related to current service interruption
• Utilize data center monitoring tools such as Extrahop, Splunk, Spectrum, Sitescope, CEM, and CA App Synthetic Monitor
• Utilize IT Service Management tools such as ServiceNow and Xmatters On Demand

Technical Solutions Consultant

Confidential

Responsibilities:

• Work with Mission Critical / Data Center Care clients to resolve server and related hardware issues in a timely manner
• Perform Hardware fault analysis using SOSreport, Vmware Support Log, Windows Event Logs, AHS, ILO, IML, HPS Report, and OA Show All logs
• Utilize various resources including Internal Knowledge Base, Customer Advisories, Confidential forums, and Online Research for client issue resolution
• Provide support for Confidential Proliant DL, SL, SE, ML, BL based systems, Blade enclosures and switches
• Provide hardware firmware and driver analysis and recommendation to ensure server optimization
• Create Plan Of Action and part recommendation for field engineers to replace defective hardware
• Attained ITIL v3 Foundation, Certified Scrum certifications, and Linux certifications
• Serve as resource for Salesforce application and Confidential processes to After-Hours team
• Provide real-time analysis using remote tools such as Confidential MyRooms, Webex, and Skype
• Coach less experienced technical engineers on technical analysis and issue resolution
• Engage with L2 team in timely manner to ensure customer issue resolution
• Confidential Game Changers Y2016 Award and Confidential Star Spotlight Y2014 Award recipient

Confidential

Project Management

Responsibilities:

• Manage Enterprise CAD Product Development Management software implementation projects throughout North and Latin America, and Caribbean in English and Spanish
• Drive implementation of Product Development Solution within client's budgets and allocated time-frame with minimal production loss time
• Manage technical projects and project personnel for systems migration from Linux to Windows
• Work with European software development and product management teams to determine needed enhancements and architecture changes to extend the scalability and performance of applications to increase user experience
• Responsibilities include but are not limited to supervising and managing the project planning, production, and problem solving for a team of less-experienced technical support engineers
• Research Supply Chain Management / Warehouse Management Services issues and system interactions to develop complete requirements for moderate to complex enhancements

Confidential

Project Management

Responsibilities:

• Coordinate Confidential projects involving Confidential Electronic Data Interchange Host Access implementation O/S 400 systems
• Train and supervise field engineers, interns and clients within North and Latin America on Windows Servers and proprietary software implementation and integration
• Initiate re-training and skill improvements supporting effective problem solving & root cause analysis with regard to staff competency and task performance.

Systems / Security Administrator

Confidential

Responsibilities:

• Proven business systems / technical skills and application integration services within multi-platform networks to deliver high quality solutions in results oriented environments
• Utilize technical skills to resolve complex issues with client's technical configurations, Servers / Clients, Networks, Database, and 3rd Party Software
• Coordinate Server / Client planning, implementation, testing, and monitoring in accordance to
• Develop Server / Client system and security configuration specifications for CAD/CAM enterprise software deployment within a Wintel environment
• Recommend, schedule, and perform software and hardware improvements and upgrades as warranted
• Trouble-shoot issues related to Active Directory Group Policy Objects, NTFS Permissions, Shares, Users Accounts, Network Administration, and Server / Client systems
• Counsel clients on Server / System security, backups / recovery, and performance monitoring
• Analyze and advise clients on effects of firewall / anti-malware configuration, and system / software patch management
• Install and troubleshoot Windows Services Packs, hotfixes, and patches
• Performed security services related to incident response, log monitoring, & anti-malware
• Subject Matter Expert for Flexera / Acresso / Macrovision FLEXnet licensing configuration, administration, training, and support
• Subject Matter Expert for Lectra OnLine Enterprise e-commerce and Masterlink Database solution

Business Analyst

Confidential

Responsibilities:

• Researched issues and system interactions to develop complete requirements for moderate to complex enhancements
• Analyze business requirements and map them to meaningful source and target data elements to improve efficiency
• Partnered with internal development teams to deliver client requested modifications and functionalities
• Provide current and new product demos and support to worldwide customers, sales, and technical staff
• Perform as advisor and translator for Latin American clients’ business and technical issues / concerns
• Inform clients of product enhancements and modifications for optimal business usage
• Advise clients on disaster recovery and business continuity planning

Technical Writer

Confidential

Responsibilities:

• Translate complex technical information into clear and concise user documentation which is written to the level required by a non-technical target audience
• Create technical documentation regarding Server / Client systems, software, and business / technical requirements
• Authored and maintained Technical documentation for implementation, support, and trouble- shooting Server / Client systems and software applications
• Author and / or co-author technical manuals, ‘how to’ reports, and FAQ’s in Spanish and English
• Develop and write course-ware for various clients "Supervisor Training" classes
• Work on specific project assignments, including but not limited to process / tools improvement, development and maintenance of the Technical Support documentation