EXPERIENCE Technical Support Specialist, Confidential Provide telephone technical support to troubleshoot internet connectivity issues with hardware and software. Performed customer service functions such as modifying services and installs. Set up trouble calls for technicians to resolve issues that could not be resolved over the phone. Made extensive use of knowledge base to research issues. Senior Solutions Engineer, Confidential Wrote business proposals and blog posts, assisted with marketing, performed other tasks as needed in the day to day operations of this local IT solutions provider on a part - time basis. Applications Support Specialist, Confidential Supported CRT's vendor applications including Ultimate Software's Human Resource and Payroll solution Ultipro, Sigmund Behavioral Health Software, Stromberg Time Clock, CAPTAIN Case Management and DOCStar Document Management. Provided support for the Citrix Metaframe upgrade, Active Directory and Group Policy, VMWare, as well as CRT in-house applications. Wrote sql queries in order to manipulate date to provide support for Ultipro Finance/HR Software and Sigmund Behavioral Health software. Attended Salesforce.com Administrator training and a Cloudforce conference in New York in order to support developers building a new, first in class Web-based Social Services Case Management system on the Force.com platform. CRT is the largest Community Action Agency in CT and the largest Nonprofit in CT, mainly funded by Federal and State allocations. As the development of the Case Management System progressed, I became more involved in the administration and security configuration of the cloud-based force.com environment. Responsible for QA of clinical data and reporting to the State of CT which was required for services rendered in the CRT's Community Health Clinics receiving State funding. Supported diverse departments and employees including Executive, Finance, HR, Supportive Housing, Behavioral Health, Jail Diversion, Forensics, and Senior Services. Metering Support Consultant, Confidential Automated tracking of SLA data, developed ran SQL queries in AQT and sqlplus, developed MS Access databases. Ran reports using JCL jobs on the mainframe. Provided support for various electric CL P utility metering systems including Fieldnet, ServiewCom and MVRS. These systems collect data about usage for billing purposes. Performed early testing of metering applications for the upgrade to Windows 7 / Office 2010 Supported developers and testers involved the MDMS project, which was due to a merger with an out of state utility. Used and participated in the testing of a new customized CA System for auditing and change management. Technical Consultant, HJL Technologies, Confidential Application Development Senior Specialist Confidential Supported a diverse development team for the CodeRunner project, which was to provide CIGNA employees centralized access to disparate Clinical IT systems using Java and Web 2.0 technologies. Configured IBM Websphere and Mashup servers, scripted configurations, and wrote documentation. Maintained test environments running on AIX and Windows. Assisted in scheduling builds done using Maven, SVN and CruiseControl using the SDLC framework. Used HP Service Manager to track problem tickets and escalated issues as appropriate. Software Support Specialist, DPM Consulting, Confidential Supported multi-platform consumer loyalty CRM software, used by major retailers domestically internationally for targeted marketing and consumer analysis. Assisted clients in the grocery industry using MarketEXPERT and TargetEXPERT software with analysis of aggregated purchase data. Configured and supported points/rewards programs linked to loyalty cards. Connected via VPN to troubleshoot client problems. Performed SQL queries on Oracle, SQL and DB/2 client databases. Administered client environments. Responsible for QA testing the new version of MarketEXPERT software as well as customized solutions for our major client account. Performed test case reviews, smoke testing, and executed test cases using Mercury TestDirector. Communicated effectively with client technical and marketing contacts. Managed client upgrades and provided documentation, training and support. Systems Developer III, Confidential Pushed/Implemented customized .NET code using Visual Studio 2003/2005, following the SDLC framework and change control procedures. Supported and upgraded E-file/E-Services a 24x7 application all Attorneys Law Firms in CT must use to file court paperwork . Interacted with testers and developers to determine break/fix changes to be implemented. Participated in a code rewrite of a legacy system in an infrastructure and security role. This migration was from the legacy system to a .NET web application with a SQL Server back end. Supported, developed security policies, monitored for data miners, configured HIPS McAfee Host Intrusion Protection, checked security logs, and responded immediately in the case of suspicious activity. Assisted developers and SQL administrators in configuring their working environments. IT Analyst, Application Support, Confidential Implemented front-end, in-branch Touchpoint Teller and Sales Service systems for 170 branches in four states. After the initial conversion, led the integration of a newly acquired bank with 15 branches to our new system. Provided Tier 3 support to production training users. Installed new versions of FIS delivered TouchPoint code biweekly. Maintained our test environment. Ran and developed SQL queries against an Oracle database in order to gather necessary data for our clients. Configured TouchPoint application settings via SQL scripts and via FIS Admintool. Performed application tuning. Monitored and debugged complicated multi-tier architecture consisting of fat client thin client software, Java C code, XML, Websphere Application Server, MQ Series, Integration Layer code, Oracle DB, IBM CICS and backend Fidelity mainframe systems. Configured AIX application servers, F5 Big IP load balancer as well as Adobe Central Pro print server integrated with TouchPoint to create forms . Consulted with Fidelity Information Services FIS Business Analysts and Webster BA's. Performed BA functions which required a thorough understanding of Retail Banking. Reported to different levels of management and followed up to make sure all tasks were completed by my team. Communications Analyst, Confidential Installed, configured, tested, maintained and enhanced computer networks and distributed software. Main responsibility was to support Public Web Sites and others in addition to Intranet sites. The web infrastructure consisted of approximately 100 web servers and numerous switches/network devices. Secured and configured Windows NT/2000/2003 Server, Active Directory, MS Networking, .NET, ColdFusion, IIS, VMWare, HFNetChk, BigIP, Tripwire, SMS 2003, SSL, Verity IS/K2 on Solaris, Cisco switches and routers, VoIP solution including Cisco Call Manager and Unity. Participated in the setup and maintenance of a large disaster recovery site Followed QA procedures and distributed change control. Created and updated documentation. Installed and repaired hardware. Supported VPN Remote Access solution. Evaluated software packages and provided recommendations. Assisted developers as well as Lotus Notes and Websphere admins by installing necessary software and providing software support. Supported hosted client web applications for Reserve Banks. Computer Lab Consultant, Smith College Northampton, MA September 1998-May 2001 Assisted student users, performed maintenance of machines and printers, troubleshooting of hardware and software problems, opened and closed labs. Help Desk Technician, Confidential Provided telephone technical support for the VAX, Macintosh, and Windows NT platforms for 1500 faculty and staff members. Used Remote Control software to assist users.