PROFILE:

• Talented Technical Support Analyst with 10+ years’ experience providing Network Administration, Telecommunications, Common of the Shelf (COT) Application, Web and Application support
• Effectively able to communicate with clients of all ranks (via deskside, walk - up, phone, fax, email, and web portal) providing a high level of customer satisfaction
• Performance-driven leadership demonstrated in both supervisory and IT Project Management roles

TECHNOLOGIES:

Broadband Cable

MS Office Professional

Windows Server 2008

Oracle 10

Internet

MS Visio

Windows 95/XP/7/8

HTML

Digital Voice/VoIP

MS SharePoint

Altiris IT Management

Visual Basic

Wi-Fi

MS Project

Enterprise Antivirus

Java

E-commerce

MS Exchange

Ghost Solution Suite

SQL

Site Builder

FTP/Secure FTP

EDI

Oracle 10

VPN/Securid

Novell NetWare

Mobile Device Support

HTML

CAREER PROGRESSION:

IT Project Manager

Confidential, Philadelphia, Pennsylvania

Responsibilities:

• Represented the City of Philadelphia Office of Innovation and Technology as the IT Project Manager leading a team of consisting of web developers, content management programmers, and Alpha/Beta Testers to identify a viable technical solution for the Free Library of Philadelphia’s Read By 4th Campaign
• Scrutinized product description to identify features for a web portal that would act as a central repository for over 50 participating organization
• Partnered with the team to identify key elements from judging criteria where implemented in their pitch

Business Care Agent

Confidential, Horsham, Pennsylvania

Responsibilities:

• First point of contact, answering billing inquires, troubleshooting telecommunication services (Internet/Wi-Fi/E-mail, TV, Phones), and providing product consults for small business clientele
• Received numerous rave reviews for resolving complex issues and providing exceptional customer service
• Assumed additional responsibilities as Technical Advisor providing guidance to junior staff members

Social Media Marketer/ Confidential Blogger/Webmaster

Confidential, Philadelphia, Pennsylvania

Responsibilities:

• Volunteer services as Social Media Marketer, Confidential Blogger, and Webmaster establishing church website, church blog site, and Twitter/YouTube accounts
• Perform YouTube video production of sermons, create and post inspirational blogs, and interact with the public on behalf of the church via Facebook, Twitter, website, and blogsite
• Collaborate with church leadership relating to marketing and branding of public events, design and produce additional marketing material such as flyers and new membership manuals

Information Technology Project Coordinator

Confidential, Philadelphia, Pennsylvania

Responsibilities:

• Orchestrated a plan to leverage existing technology to build a Clarify communication bridge between SUNCO and IBM to meet critical time constraint
• Designed a strategy to transparently off-board departments and transition departments to external vendors
• Formulated Change Management plan for the enhancement of Communication Bridge for the future

Technical Support Analyst / Implementation Coordinator

Confidential, Wilmington, Delaware

Responsibilities:

• Identified project tasks for Technical Support Center for large-scale initiatives involving the transition of programs to new platforms and the merger of disparate systems from acquired client companies such as Washington Mutual
• Effectively updating chief executives/system engineers of threats to network that would have substantial financial impact and cause cliental to lose access financial data via bridge calls and email notifications
• Proactively and reactively monitor web infrastructure to thwart of threat to system availability

Technical Support Analyst / IT Project Coordinator

Confidential, Philadelphia, Pennsylvania

Responsibilities:

• Noted for improving customer relations by promptly responding to requests or incident reports (via deskside, walk-up, phone, fax, email, and web portal)
• Spearheaded multiple IT projects inception to completion, supervising teams up to 40 staff members while streamlining project tasks through the rehabilitation of deployment teams’ inventory management reporting by automating the process resulting in a 33% increase in productivity
• Designed and implement a new loss prevention procedure to ensuring the physical security of equipment and staff accountability which eradicated shrinkage issues which was used throughout the North East territory

Supervisory Application Support Analyst / IT Project Coordinator

Confidential, Wayne, Pennsylvania

Responsibilities:

• Promoted from Application Support Analyst to Supervisory Application Support Analyst within 6 months through strong leadership and technical dexterity
• Accountable for interviewing, training, mentoring and the evaluation of up to 10 staff members
• Coordinated system enhancement endeavors using Clipper to correlate with HIPPA regulations; redesigning Alpha/Beta Enhancement testing guidelines to quickly identify glitches improving turn-around by 25%
• Chaired redesign of medical billing system using IDX to replace TOPS medical billing system from conception to completion

Electronic Data Interchange (EDI) Coordinator

Confidential, Philadelphia, Pennsylvania

Responsibilities:

• Acted as a Single Point of Contact (SPOC) for third party suppliers seeking to participate in the deregulation program
• Analyzed EDI packets submitted by third party suppliers, isolating anomalies in packet submissions, recording results in call tracking, and notifying third party suppliers of necessary steps for resubmission
• Developed improved guidelines and assisted with restructuring testing requirements enabling suppliers to resubmit EDI packets increasing success rate by 40%

Technical Support Analyst

Confidential, Radnor, Pennsylvania

Responsibilities:

• Oversaw Token Ring Network and troubleshot network connectivity issues
• Interpreted, evaluated, and resolved inquiries via phone, email, and direct customer contact pertaining to hardware, software, Palm Pilot PDA, and network support.
• Created end-user “How To” quick references materials and assisted and participated Lotus Notes rollouts