PROFESSIONAL SUMMARY:

• An IT professional with 25 years of experience: strong knowledge of technical problem solving, hardware/software training, and designing software solutions
• Over five years of project management coordination experience including Confidential Projects
• Three + years experience providing pricing and financial data in support of competitive bids and proposals opportunities.
• High standards of customer satisfaction and service delivery
• Demonstrates the ability to combine technical expertise with creative and innovative thinking
• Performance and results driven, logical problem solving abilities, strong verbal and written communication skills, and a self - motivated detail oriented person that adapts to change easily

PROFESSIONAL EXPERIENCE:

Confidential, Lansing, MI

Quality Assurance Analyst (IT Consultant)

• Create and modify existing Business Requirement Documents (BRD) for legacy repository upgrade to ensure project goals and requirements are fulfilled.
• Participate in various web status meetings and software walkthroughs with team, development staff, Project Managers and end users, as needed.
• Plan, create and execute test plans to certify that the final product meets user standards.
• Perform various web testing such as Integration, Cursory, Parallel, Ad-Hoc, End-to-End, Functional and Regression testing.
• Manage and track development defects, ensuring timely resolution of issues.

Confidential, Schaumburg, IL

Solutions Architect

• Gathered, analyzed, specified and managed requirements using the necessary methods such as document analysis, business process description, site visits, interviews, tasks and workflow analysis.
• Designed proposed software solutions and worked with third party vendors to ensure compatibility with company systems.
• Improved turn around time for proposals (RFP/RFI), letter quotes and cost estimates by effectively analyzing technical, functional and business requirements and completing documentation in compliance with specified time commitments.
• Created functional system descriptions (FSD), Statement of Work (SOW) and Project Plans using Microsoft Project Plan, which provided clear statements of service deliverables to customers.
• Developed and evaluated current product and pricing templates and realigned templates to fit upgraded product line, resulting in decreased duplication of staff efforts.

Project Manager / Systems Technologist II

• Coordinated service activities based on project scope, as to ensure contractual compliance and successful project delivery, resulting in high levels of quality and customer satisfaction.
• Developed Statement of Works (SOW), Project Plans, Training Plans, Training Manuals and Acceptance Test Plans (ATP), as to ensure project goals and customer requirements were met.
• Maintained a high level of understanding of current products by delivering formal and informal application training to external customers and internal staff.
• Facilitated JAD (Joint Application Development) sessions and aided in the development of System Design Documentation and Product Specifications for product development.
• Promoted company products and services through demonstrations and trade shows, thus providing input to product marketing and development.

Information Technologist

• Analyzed, identified equipment failures (hardware, software, and network components) and implemented corrective action, thus driving technical and end user issue resolution.
• Installed, configured and tested new desktops and laptops.
• Delivered end user training (hardware and software), which maximized the use of their system.

Accounting Clerk

• Eliminated backlog by successfully processing a 10 month excess of account ledgers within 60 days.
• Improved the account process by rectifying monthly account ledgers within 30 days of receipt.
• Contributed to the operational activities of the department by providing administrative assistance to faculty, staff and students, resulting in increased department productivity levels.

Information Technology Technician

• Responded to incoming calls for technical support within or before the timeframe established, thus improving response time.
• Used advanced technical product knowledge to investigated and resolved software and hardware problems via phone and/or at the customer's site, increasing customer satisfaction.
• Implemented/configured new equipment and performed system upgrades to meet the customers business needs.
• Delivered end user training (hardware and software), which maximized the use of their system.
• Tracked open incidents to ensure satisfactory closure for the customer.
• Ensured proper notification to users for systems problems and events, including scheduled and unscheduled downtime by preparing and distributing user notices and bulletins.
• Performed other help-desk operational functions, as assigned.

Confidential, Stamford, CT

Customer Service Engineer

• Effectively managed a large geographical territory by proactively scheduling, servicing and prioritizing tasks within established guidelines, thus maximizing customer satisfaction.
• Diagnosed and resolved system failures on mailing, facsimile, printers, personal computers, folding and inserting machines, resulting in high levels of quality and user satisfaction.
• Sustained high level of equipment up time by effectively maintaining an adequate level of parts inventory and performing routine equipment maintenance.
• Implemented/configured new equipment and performed system upgrades to meet the customers business shipping needs.
• Provided in-depth hands on training to both individual users and within a classroom/workshop environment.
• Helped drive company sales by performing an analysis of customers site performance, identifying underperforming areas of current equipment, presenting recommendations to the customer and submitting product sales leads.

TECHNICAL SKILLS:

WIN 98, 2000, XP, Vista and MS-DOS Operating Systems, WIN Server 2000/2003, LAN & WAN Architecture, TCP/IP, FTP, Telnet Protocols

Microsoft Office Products (Outlook, Word, Project, SharePoint, PowerPoint, Excel), Adobe Acrobat, Clarity, Open Workbench, HP Quality Center (Mercury), Photoshop, Virus Software (Norton, McAfee), Help Desk Software Tools (Remote Support), Report Writing Tools (Crystal Reporting, MySQL), NetMeeting / MS-Live Meeting (Conferencing and Webinar Training), Blackboard