PROFILE: CERTIFIED TECHNICAL SUPPORT SPECIALIST

• Software Migrations: Windows XP to Windows 7. SQL Server 2000 to SQL Server 2008
• More than 12 years of diversified experience in the design, delivery and maintenance of hardware, software and network solutions.
• Superior background providing technical support to professionals throughout all levels of the organization, including senior leadership.
• Strength authoring end user documentation and designing and facilitating senior level and end user training for new software and hardware solutions.
• Familiar with hardware tools like servers, printer servers, VoIP, networking and telecommunications devices
• Business analysis and research skills with a background sourcing and manipulating data to track business trends, finance and other business critical information.
• Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.

Technical Skills

• Operating Systems: Windows 7/Vista/XP/2000, Linux/Unix, MS DOS
• Languages: PeopleCode, SQL, HTML/CSS, C, C, Visual Basic, PHP, ASP.Net, JAVA, COBOL
• Networking: LAN WAN trouble shooting. Network Auditing, DHCP, VPN, DNS, WDS, print server.
• Methodologies: ActiveX, TCP/IP, Unit Testing, White Box Testing, Regression Testing, Integration Testing
• Testing Tools: Quick Test Professional QTP
• Software: PeopleSoft, Photoshop, Dreamweaver, Remedy, Dot Net Nuke CMS, Seibel, Front page
• RDBMS: MySQL
• Hardware: SQL Server 2000/2005/2008/2012, print servers, VoIP, networking and telecommunications devices

Technical Experience

Confidential

Consultant

• Confidential is an intergovernmental organization established to promote international co - operation.
• Coordinated migration from Windows XP to Windows 7 and Microsoft Office 2010. Recommended necessary upgrades and maintained local SQL servers, performing data backups as needed. Troubleshoot hardware, network and operating system issues drive cleanups, installing PCs with required software applications. Delivered technical support to 60 UN staff members and consultants accessing the UNPAN website and workspace systems. Implemented Symantec applications Ghost, Norton Antivirus Corporate, etc, mail servers, database servers, and communications support. Installed and configured Windows Server 2008 Active Directory Services managed and validated user accounts configuration standards for directory security. Collaborated with networking teams to ensure successful deployment of networking infrastructure. Assisted delegation of access to systems and software applications through the SCCM interface. Author and maintain the quarterly UNPAN newsletter and monthly progress reports by updating and converting data into HTML code in Dreamweaver. Perform routine website updates using JavaScript, and HTML/CSS. Contribute to the ongoing content management and maintenance of the organization's social media pages. Perform clearinghouse functions concerning maintenance of computer room and proper disposal of obsolete equipment.
• Played a key role in the migration of 60 users from Windows XP to Window 7. Deliverables included, backing up co-workers files in preparation for migration, evaluating each PC for RAM memory specs and acquiring additional memory to support Windows 7 as needed. The phased deployment was completed with no downtime and no loss of production.
• Created web-page design and assisted with data migration for the rollout of a new divisional website.
• Confidential Consultant, Archive and Records Management
• Provided IT and desktop applications support including printer configuration, trouble shooting of system issues, and installation of new equipment. Technically supported 30 UN Staff and 8 Consultants to ensure they had access to applications and functioning peripherals. Performed maintenance and configuration for the Section's TRIM application supporting web-based external users databases. Edited and formatted Section website to ensure quality control and adherence to correct formatting and grammar. Liaison with OICT on user support issues including, training, Lotus Notes, requests for service, and network outages. Conduct end-user training relating to standard electronic record keeping systems in Secretariat offices. Maintained the ViewLinc application and created reports for Section Officers on humidity and temperature thresholds in 2 storage facilities. Tracked asset inventory including PCs, monitors, scanners and printers in 4 buildings. Backed up completed mission hard drives on tape devices using SQL Server.
• Migration lead for the upgrade from an internal Records Management system to HP Trim. Ensured accuracy of data fields and data quality. Collaborated with programmers to remedy data errors, resulting in the successful system integration.
• Designed and facilitated Digital Forensics training for 30 UN Staff. Provided an interactive experience for users by delivering interface simulation of numerous servers in order to demonstrate information recovery from hard drives, which had been physically destroyed.

Team Assistant Consultant, Confidential

• Monitored and maintained 4 databases utilized for budgeting and accounts payables for 16 missions. Assisted in the maintenance and monitoring of Peacekeeping budget implementation by providing application support to users of the databases and the Funds Monitoring Tool FMT . Updated tables, created queries and forms and prepared documentation of new processes and adaptations to the databases and templates to properly record changes and to share with teams.
• Led the testing and data accuracy of an FMT upgrade from Cognos version 7.3 to 8.4 to ensure completeness and accuracy of data before application testing by end-users and future deployment.
• Developed a Dates Tracking database in MS Access that tracked the document submission process for 16 peacekeeping missions and provided accountability for Financial Information Operations Services FIOS .
• Discovered critical errors in reporting during testing of the new Funds Management Tool. Remedied the errors, preventing future budgetary misrepresentations.

Confidential

Student Support Specialist

• Read and Success is a provider of Extended Learning in New York and a national leader in educational technology for improving adolescent literacy.
• Taught 60 low-income and at-risk students how to utilize technology in their educational plan. Distributed software learning tools and tablets to the students based on individual educational milestones. Educated parents on Supplemental Educational Services opportunities.
• Automated a manual progress tracking system through the creation of an MS Excel spreadsheet that provided detailed data on 200 students.

Confidential

Computer Technician - Consultant

• Key Concepts KnowledgeBase is an IT management consulting business providing software development, LAN/WAN and systems administration support, and systems engineering.
• Played a key technical role in the setup and maintenance of local area network hardware and software, including Windows/Linux servers, Windows/Linux/Apple Mac workstations, peripherals, and network nodes. Created detailed senior level and end-user documentation and trained a diversity of end users on applications including Office 2007, 2010 and Windows XP/V/7. Maintained and supported endpoint security software/devices anti-malware, encryption, mobile device management . Delivered technical assistance, system and network troubleshooting for projects via phone and onsite. Utilized multiple systems including trouble ticket databases such as REMEDY to record issues and resolution.
• Facilitated training on a new payroll solution on behalf of 10 companies, each with classroom sizes of 10-30 students.
• In charge of security administration including antispyware/malware updates and fixes for a key business client.

Confidential

Associate Staff Analyst - Consultant

• provides management consulting, systems integration and technology, and outsourcing services.
• Contributed to 6 diverse projects for 4 major technology companies and 2 governmental agencies including Verizon Communications Inc., Connecticut Tax Revenue System and the NYCAPS call center. Technical deliverables included testing SQL based programs, testing the voice recognition system for Verizon, performing Cobol programming, and serving as the organizational lead and Intake Coordinator for NYCAPS PeopleSoft HRMS.
• Team lead for test script development and tracking system activities for a team of 20 colleagues to monitor the volumes of requests received from clients.