OBJECTIVE: To obtain a position that will allow me to demonstrate my technical, analytical, or managerial skills and have a positive advancement scope

SKILLS:Software:MS Office Suite (Word, Excel, PowerPoint, One Note, Outlook, Access), Visual Basic, Tivoli, Hyperion, Crystal Reports, MS Exchange, Oracle 8i/11g, Desktop Publishing, SAP, SSIS, Active Directory, IIS, VPN, VMware, Ensemble, Novell Netware and Novell ZenWorks

Hardware:Dell PCs, HP PCs, Setting up of Servers, Printers and misc. devices

Network:MS Windows XP, MS Windows 7, knowledge of Novell servers, Basic TCP/IP, wiring, Windows servers, Monitoring skills (ping, tracert, etc), upgrades, installations and configurations

Programs:HTML, .NET, ASP.NET, RACF, VTAM, VB, IMS, CICS, SQL,FTP, C#, experience runningUNIX Shell scripts and TSO

3/12 - Present Confidential,Houston, TX
FMS Support Specialist

• Resolve/Assist clients with functional or technical application issues
• Create and run SQL scripts to resolve application problems
• Create/Edit reports using SQL language
• Review and troubleshoot software/hardware issues
• Effectively communicate with clients via email
• Interact with developers on application functions

1/08 - 1/12 Confidential,Houston, TX
Application Support Analyst

• Attentively reviewed and troubleshot software issues
• Wrote technical specifications for new/updated applications
• Subject matter expert (SME) for several applications while considering business units' process
• Lead person for implementing new/updated software projects
• Acted as a Project Manager and Business Analyst periodically
• Created and ran SQL scripts to resolve application database problems
• Quickly resolved ticket issues via Remedy
• Trained users how to use different business applications
• Responsibly maintained Capital Appropriation application and other 3rd party apps
• ModifiedASP.NET or VB.NET codefor applications in and .NET 2.0/4.0 environments
• Edit applications code for automation of expenditure workflows
• Effectively communicated issues w/various levels of employees
• Acted as SharePoint Administrator/Developer
• Added web parts, edit workflows, create sites/pages, grant permissions, etc. in SharePoint 2007/2010
• Used SharePoint Central Administration tool for modifying its environment
• Added trusted SharePoint sites
• Migratedand Copied SharePoint 2007 sites, pages, lists, etc. to SharePoint 2010using MetalogixMigration Manager
• Trained users of all levels on SharePoint based on desired functions
• Advised users of SOX compliance conflicts in the necessary applications
• Updated applications on an as-needed basis
• Minimally used SSRS for reporting in Hyperion
• Acted as a Server Administrator for a time-management system

3/05 - 1/08 Confidential,TX

Application Specialist Shift Lead Alertly answered phones and provide accurate software and hardware support for 3000+ clubs in U.S. and other countries

• Provided knowledgeable assistance for software updates
• Supervised other Application Specialist associates
• Assigned tasks to Support Desk staff
• Monitored problem tickets to ensure a timely resolution, and escalate activity as required
• Monitored clients software questions/issues via email
• Ensured that all tasks to be completed, and procedures to be followed, by the Support Desk staff
• Thoroughly resolved software issues remotely (Desktop and ASP.NET software versions)
• Conducted training classes/sessions on software for new and existing clients
• Addressed customer complaints and review for resolution
• Analyzed potential client losses for retention
• Surveyed clients on business processes and software functionality
• Tested software for bugs
• Reported software bugs to developers
• Tested SQL server for software functionality
• Maintained appropriate records required including problem determination, actions taken, and other data to ensure the highest level of service
• Analyzed potential problems; initiatea CRM case report, take corrective action or seek assistance from supervisors or programmers
• Acted as a liaison between the internal software development team and customers to ensure that expectations are being met
• Provided continuous feedback to software developers and operations team on issues and enhancements related to software

Help Desk Specialist/Production Support Analyst

• Continuously provided technical computer assistance for 7,000 employees in 22 states [hardware and software]
• Helped create process documents for employees
• Provided access and reset employees' passwords for corporate systems
• Cautiously monitored the LAN/WAN connection and systems upon the network
• Assisted supervisors with research & development of new hardware and software
• Rotated the 24/7 oncall shift
• Created users on Exchange
• Published status reports for different IT groups
• Analyzed system status reports for upper management
• Administered users in the Tivoli Problem Management database
• Monitored SLA's (service level agreements) daily
• Reviewed documentation of new and existing production jobs to ensure compliance with production standards
• Identified problems and provided corrective actions either individually or through coordination with programmers
• Acted as Tech Lead
• Promptly resolved issues over the phone or remotely
• Profusely communicated with users on job statuses, system maintenance schedules, and production problems
• Ran SQL and Shell scripts for a network interface to influence system functionality

Data Entry Operator

• Fervently answered multi-phone lines
• Entered customer applications in database
• Presented credit status checks
• Set up network user profiles for employees

EDUCATION:
BBA, Computer Information Systems

Degree: Computer Operations,

ORGANIZATION: AITP (Association of Information Technology Professionals)

REFERENCES: Available upon requests