Objective

Looking for a position where I can use my considerable experience in Information Technology to assist in the development, administration, and coordination of a project. To work in a team-oriented organization which will let me ensure that the project I am assigned to meets its schedule and budget.

Languages
Familiar with: SQL, XML
Software & Technologies
Database: QMF, Microsoft Access, Oracle (Read Access)
Platforms: Microsoft Windows, Unix, Microsoft Project, Microsoft Office
Other: AMDOCS Ensemble, AMDOCS Switch Control, AMDOCS Activation Manager, NETi, eLogic, ExamFX

Project Analyst

April 2011 – Present

Confidential,
Duluth, GA
Analyze QMF database tables to troubleshoot issues in SIT (System Integration Testing), UAT (User Acceptance Testing), and Production environments
Run SPUFIs to update the QMF database tables to correct data integrity issues
Act as liaison between eLogic and the Primerica Financial Services University department for all documented tickets, enhancements, issues, and concerns
Create, track, update, and close tickets and enhancements in the eLogic ticketing system, as well as document all .asp file fixes sent to resolve said items
Perform SIT, UAT, and Production environment testing for all fixes and enhancements to the eLogic system
Create test plans to thoroughly test functionality of the eLogic system in SIT, UAT, and Production
Replicate Production issues in SIT environment to properly document issues with eLogic
Open tickets with ExamFX for documented issues in the Online Pre-licensing and Exam Simulator UAT and Production environments
Test functionality with ExamFX Online Pre-licensing classes and Exam Simulator
Develop and create new test plans and test cases for the ExamFX Exam Simulator and Online Pre-licensing to regression test all fixes and functionality for the improved system
Act as COB (Continuity of Business) representative for the Agency Systems department

IT Application Analyst II

Oct 2009 – April 2011

Confidential,
Norcross, GA
Act as liaison between Sprint and Amdocs, as well as vendors such as Alcatel Lucent, Ericsson, and Blackberry on various projects and outages
Initiate and coordinate individual projects based on analyzing provisioning and device specific .xml scripting on various network elements
Execute support roles working closely with various network, development, customer care, and IT teams to provide optimal support to Sprint Nextel Wireless Network
Routinely scheduled as primary and secondary on-call person on a rotating basis to support the 24x7 provisioning environment
Participate in testing and support of Global Release and Builds
Perform UAT (User Acceptance Testing) for updated scripting and functionality to network device elements
Work with developers and project managers to address fixes
Perform SQL queries on several Oracle databases and analyze data to find root cause of possible process flow defects
Constantly monitor and report on progress of various projects to all stakeholders
Analyze and evaluate project results and assessments, in addition make recommendations to change or fix issues with various Impact Assessments that will affect the function requirements of the business
Maintain updated documentation for assigned network devices and share newfound information with the team
Drive and resolve outages for multiple network elements with prioritized tickets through escalations and technical conference bridges to multiple stakeholders
Support the internal chat environment for correcting provisioning errors and work escalations for managerial staff
Performed technical writer functions with creating and updating SOPs, guidelines, and training documents

Technical Customer Support II

Nov 2007 – Oct 2009

Confidential,
– Norcross, GA
Use AAM and Switch Control to resolve basic and advanced provisioning errors that have occurred in each system
Use various troubleshooting software applications, which included Ensemble Switch Control and AAM, NETi, SMG, HPG, CTMS, etc., to resolve data, voice, and provisioning issues
Night shift “Go To” person for escalations, advice, and troubleshooting assistance
Work closely with managerial staff to ensure the best troubleshooting and training techniques are used
Handle escalations from managerial staff members to reduce company churn
Troubleshoot and resolve open CTMS tickets in IT CSS and IT-Tech Lead boxes and resolve and/or dispatch CTMS service desk tickets assigned to the IT CSS group
Provide Tier II support for iDEN subscribers, CDMA phones, DCS phones, and Instinct customers
Educate and assist Tier I representatives and customer care with basic troubleshooting through the Chat environment
Work on bridge calls with vendors and other departments to assist with major service impacting issues for customers
Trained new hires and temporary staff on the job functions and duties of the position

Keller Graduate School of Management

Fall 2010 – Spring 2012

Duluth, GA
Graduation date: June 24, 2012
Masters in Project Management with Distinction (Honors)
GPA: 3.84

Student Member, Project Management Institute (PMI), National Chapter: February 2011
Student Member, Project Management Institute (PMI), Atlanta Chapter: February 2011